Refund Policy

CANCELLATION

When does my subscription end?

When you cancel, your subscription stays active until the end of your current billing period. You keep full access to every feature you have paid for — we never cut access early.

Can I undo a cancellation?

Yes. If you change your mind before your billing period ends, you can reactivate from your account settings. No new payment is required.

What happens to my data after cancellation?

Once your subscription expires, your account enters a 30-day grace period:

• All your files, documents, and settings are preserved.
• You can resume your subscription at any time to regain full access.
• On day 31, your data is permanently and irreversibly deleted from our servers.
• We will email you before deletion occurs.

Note: Your credit balance is frozen immediately on expiry and cannot be used during the grace period.

PLAN CHANGES

Upgrading

Upgrades take effect immediately. You are charged the prorated difference for the remainder of your billing period, and your credit balance is topped up with the difference between the two plans.

Downgrading

Downgrades are applied at the start of your next billing cycle — your current plan and full credit balance remain active until then. No refund is issued for unused time on the higher-tier plan.

Note: If your current storage usage exceeds the limit of the lower plan, you must delete files before the downgrade can proceed.

Switching billing interval (Monthly to Yearly)

Changing between monthly and yearly billing requires a new checkout. Your existing subscription is canceled at the end of its current period and you will be guided through a fresh purchase. Any remaining monthly credits carry over when switching to yearly billing as a loyalty incentive.

APP STORE & GOOGLE PLAY PURCHASES

Subscriptions purchased in the app are billed by the App Store (Apple) or Google Play, and refunds for those purchases are handled by the store, not by Lumo:

• Apple: request a refund at reportaproblem.apple.com or through your App Store purchase history. Apple decides on the refund, including the EU 14-day right of withdrawal.
• Google Play: request a refund from your Play order history, or contact our support team — we can approve Play refunds within Google’s policy windows.

When a store refund is granted, access to your subscription ends immediately and your credit balance is reset.

REFUNDS

Standard refund window (card payments)

We do not issue automatic refunds. You may request a manual refund within the windows below, provided no AI credits have been consumed since your last payment and this is your first subscription with us:

Monthly plan — 24 hours from payment
Yearly plan — 72 hours from payment

Requests outside these windows, or where credits have already been used, will not be approved. Continued subscriptions and plan upgrades are non-refundable — your ongoing use constitutes acceptance of the service.

EU & UK STATUTORY RIGHT OF WITHDRAWAL

If you are based in the EU or UK, you have a statutory 14-day right of withdrawal from the date of purchase, subject to the following conditions:

• You have consumed less than 10% of your monthly credit allowance.
• You have not used the service for more than 14 consecutive days.
• For renewals: the right applies only if no credits have been spent since the renewal date and it is your first renewal on that billing interval.

To exercise this right, contact our support team within the 14-day window. All qualifying refunds are verified manually before processing.

HOW TO REQUEST A REFUND

All refund requests must be submitted through our support channel. Please include your account email address and the date of the charge. We aim to acknowledge all requests within 72 hours.

CONTACT

Questions about cancellation or refunds? Contact our support team.