This policy is part of our Terms of Service. It explains when you can get your money back for a paid plan purchased from Lumen Interactive Limited (Hong Kong, Company No. 81032006). Nothing in it takes away rights that consumer law gives you where you live.
Paid plans (Starter, Pro, Studio) are 30-day licences to use the Lumen Weaver software with a higher daily generation allowance, queue priority and a bundle of prepaid generation points. Plan benefits are applied to your account immediately after payment. No physical goods are sold.
You may cancel a paid plan within 14 days of purchase without giving a reason. This is a legal right for consumers in the European Union, the European Economic Area and the United Kingdom, and we extend the same 14-day period to consumers everywhere.
Immediate performance and proportional refunds. Because plan benefits are delivered instantly, completing a purchase means you expressly ask us to start providing the service during the withdrawal period, and you acknowledge that the amount refunded will reflect what you have already used:
Once the 14-day period has passed, the plan is non-refundable except as set out in Sections 3 and 4.
Short maintenance windows, normal queueing, problems with your own network or device, and outages of third-party networks outside our control are not refund grounds on their own.
Points are a prepaid usage quota, not money. They cannot be cashed out, transferred or exchanged. A point is only deducted when a generation completes successfully; failed generations are never charged, so there is nothing to refund for them. If a completed generation is unusable because of a defect in the Service (for example a corrupted file), tell us and we will return the point.
If a plan is sold as an automatically renewing subscription this will be stated clearly at checkout. You can cancel renewal at any time from your account or by emailing us; cancellation takes effect at the end of the current 30-day period and you keep your benefits until then. A renewal charge is refundable in full if you contact us within 14 days of the renewal and have not used the renewed period.
Email [email protected] from the email address on your Lumen account and include the transaction reference from your receipt. You may, but do not have to, use this form:
We confirm receipt within 2 business days and issue approved refunds within 14 days to the original payment method. Your payment provider may take a few more days to show the credit. Where the purchase was processed by our payment partner as merchant of record, the refund is issued through them; you do not need to contact them separately.
If you believe a charge is wrong, please contact us first — we resolve almost everything within a few days. If a chargeback is opened while a refund request is already being processed, we will provide the payment provider with the relevant records; we do not penalise accounts for good-faith disputes.
Lumen Interactive Limited · [email protected]