There are two ways to buy MotionPad products: physical products bought online or in stores (the Bundle), and digital content bought in the app through the App Store or Google Play (Extra Accounts and AI credits). Refunds work differently for each, so this page covers them separately.
This page doesn't affect your rights under Taiwan's Consumer Protection Act or other laws. Where the law gives you better terms, the law applies.
1. At a glance
| What you bought | Where to ask | Time limit | After the refund |
|---|---|---|---|
| MotionPad Bundle | The store you bought from | Within 7 days of receiving it | The serial code is voided. If it was redeemed, the game license on that account is revoked |
| Extra Account (in-app purchase) | Apple or Google | Under the store's rules | The game license from that purchase is revoked |
| AI credits (in-app purchase) | Apple or Google | Under the store's rules | The credits from that purchase are deducted |
For hardware faults after the return period, please use the warranty: the mat hardware has a 6-month warranty, excluding user-caused damage.
2. MotionPad Bundle
If you bought the Bundle online (including on e-commerce platforms), you can return it within 7 days of receiving it, without giving a reason or paying any fees, for a full refund (Article 19 of the Consumer Protection Act). If you bought it in a store, that store's return policy applies.
- Request a return from the store you bought from (for example, MoMo). If you need help, you can also email service@genius-gh.com. Please include your order number and proof of purchase, such as a receipt or invoice.
- Send back the whole package, including the mat, accessories, and serial card. You can still return it if you've scratched off the serial card.
- Once the product is received, the store will refund you to your original payment method.
After the return, the serial code is voided and can't be redeemed again:
- If the serial code hasn't been redeemed: it's simply voided.
- If the serial code has been redeemed: the redeeming account's licenses for all four games are also revoked. The license on your phone stops working at the next online re-verification. Scores on your phone won't be deleted.
The 7 days are a cooling-off period for checking the product, so it's fine to open and try it. However, if the product is damaged through improper use or parts are missing, we may charge you a reasonable fee as permitted by law.
3. Extra Accounts (in-app purchase)
Extra Accounts are bought in the app through the App Store or Google Play. Payments and refunds are both handled by Apple or Google under their own rules, and the store decides whether to give a refund. We don't accept refund requests ourselves, and we don't make refund recommendations to the store.
- iPhone: Request a refund on Apple's Report a Problem website (reportaproblem.apple.com) or by contacting Apple Support.
- Android: Request a refund from your order history in Google Play, under Google Play's refund policy.
Once a refund goes through, the four-game license from that purchase is revoked. It stops working at the next online re-verification. Licenses on your account that you got by redeeming a serial code aren't affected.
An Extra Account is digital content not provided on a tangible medium, and is added to your account and ready to use right after purchase. Before you buy, the app will ask you to check a box agreeing that "the Extra Account is provided right after purchase, and once provided, the 7-day cancellation right no longer applies."
4. AI credits (in-app purchase)
AI credits are digital content not provided on a tangible medium, and are added to your account right after purchase. Before you buy, the app will ask you to check a box agreeing that "the credits are provided right after purchase, and once provided, the 7-day cancellation right no longer applies."
- Refunds: Request a refund from Apple or Google, the same way as for Extra Accounts (see Section 3). The store decides whether to give a refund under its own rules. We don't accept refund requests ourselves, and we don't give the store information about your usage or refund recommendations.
- When a refund goes through: The credits from that purchase are deducted from your account. If you've already used them, your balance may go below zero. While your balance is below zero, you can't create AI reviews, and credits you buy later will first cover the negative balance.
- When you delete your account: Any unused credits are forfeited and won't be refunded.
- Credits never expire, so you won't lose credits because of an expiration date.
5. Other things to know after a refund
- Didn't receive your purchase (for example, you were charged, but the license or credits weren't added to your account): This isn't a refund. Email service@genius-gh.com with the store order ID, and once we've looked into it, we'll add what's missing.
- If a store reverses a refund (for example, the refund is canceled), email service@genius-gh.com and we'll restore the matching license or credits.
- Refunds and revocations affect only that one purchase. Scores and records on your phone won't be deleted.
- If someone uses refunds to gain an unfair benefit (for example, by repeatedly buying and then requesting refunds), we may stop providing services to that account under our Terms of Service.
6. Contact us
To return a physical product, or if you didn't receive an in-app purchase, email service@genius-gh.com (no app sign-in needed) and include the following: for physical products, your order number and proof of purchase, such as a receipt or invoice; for in-app purchases, the store order ID. For refunds of in-app purchases, contact Apple or Google directly. Please don't include any passwords in your email. If we need your serial code, we'll ask for it. We'll reply within 7–14 days, mainly in Traditional Chinese.