Frequently asked questions
Answers about plans, credits, image rights, and payments. Still stuck? Email support@genlabs.in.th.
Getting Started
What is GenLabs? +
GenLabs is a Thai-first marketing agency delivered as software. It connects brand context, creative direction, directed images, AI video, UGC formats, and publishing in one focused workspace.
Do I need design skills? +
No. Upload a product photo, service asset, menu, listing, or brief, pick a style, generate. No prompts, no manual background removal.
Does it work on mobile? +
Yes. Every feature runs in mobile browsers.
Do I need to sign up to use the free tools? +
No. The 7 free tools work in-browser without an account. You only sign up when you want to generate full batches.
Credits & Pricing
What does 1 credit equal? +
A standard image uses 1 credit. A 10/15-second video uses 40, 20 seconds 80, and 30 seconds 120 credits, where the model supports that duration. Included tools and edits are free.
What payment methods do you accept? +
Card subscriptions renew monthly; PromptPay purchases start a fresh 30-day period after payment.
Do credits expire? +
Period credits do not roll over. Boost credits are permanent but require an active plan to use. Relax images are included in Pro and Business; this does not include unlimited videos or fast generation.
Can I upgrade or downgrade anytime? +
Paid upgrades replace remaining period credits with the full target allowance. Permanent Boost credits remain. Card downgrades apply next cycle; PromptPay purchases replace the current period immediately after payment.
Refunds? +
Email support@genlabs.in.th within 7 days of payment for a full refund if you have not generated any content. No refunds are available once you have generated images or videos, including Relax generations.
Tax invoices? +
Yes, on every plan. Send your company details to support@genlabs.in.th and we'll issue per cycle.
Platforms & Use
Does it work for Shopee, Lazada, and TikTok Shop? +
Yes — output is in the dimensions and styles each marketplace expects.
Who owns the generated images and video? +
You do. Full commercial rights — run them as ads, sell products, promote services, and use them in catalogs and websites.
Does it support Thai language? +
Fully. Thai UI, Thai prompt input, Thai fonts, Thai-speaking support team.
Which business categories are supported? +
Products and services are supported: fashion, beauty, supplements, F&B, tech, home and lifestyle, clinics, restaurants, cars, real estate, travel, courses, home services, fitness, events, and consultants.
Does it work with Meta Ads Manager and TikTok Ads? +
Yes. Export covers every aspect ratio those Ad Managers expect.
Privacy & Data
Where are uploaded images stored? +
Encrypted in our system so you can revisit work you've generated. You can delete them anytime, and we delete personal data within 30 days when you close your account.
Do you train AI on my images? +
No. Your images are not used to train models, by default.
What security standards? +
Encryption at rest and in transit. Passwords hashed with bcrypt. Compliant with Thailand's PDPA.
Didn't find your answer?
Email support@genlabs.in.th — Thai-speaking team replies within 24 hours on business days.