Refund Policy

We want you to be confident before you pay for Lumis by Luminous Metrics ("Lumis"). This policy explains when you can get a refund, how cancellations work, and how to contact us. It forms part of our Terms of Service.

1. Try before you pay

Every new account starts with a 14-day free trial, and no card is needed. You are only charged when you choose a paid plan.

2. Your first payment: 14-day money-back guarantee

If Lumis is not right for you, ask for a refund within 14 days of your first payment on a plan (monthly or annual) and we will refund that payment in full. This applies once per customer.

3. Renewals

Subscriptions renew automatically at the end of each billing period until you cancel. Renewal payments are not refundable, with one exception: if you forgot to cancel and contact us within 7 days of a renewal charge, and nobody in your workspace has used the paid features since that renewal, we will refund it.

4. Cancelling

• You can cancel at any time from Settings → Billing, or by emailing us.
• Cancelling stops future renewals. You keep access to your plan until the end of the period you have already paid for.
• Outside the cases in this policy, we do not give partial refunds for unused days or months, including on annual plans.
• Your data stays in your account after your plan ends, as described in our Terms of Service.

5. Plan changes

Upgrades take effect straight away. Downgrades take effect at the start of your next billing period, so there is nothing to refund when you downgrade.

6. Billing errors and service problems

• If you were charged twice, charged the wrong amount, or charged after you cancelled, we will refund the incorrect amount in full.
• If Lumis is unavailable for an extended period because of a problem on our side, contact us and we will offer a credit or a fair partial refund. Outages of third-party platforms you connect (such as Google, Meta or TikTok) are outside our control.

7. Things we cannot refund

• Advertising spend on your own ad accounts (Google, Meta and other platforms bill you directly; Lumis never holds your ad budget).
• AI credits or add-ons that have already been used.
• Accounts closed for breaking our Terms of Service.

8. How to ask for a refund

Email support-team@luminousmetrics.io from the email address on your account, with the date of the payment and a short reason. We reply within 2 business days. Approved refunds go back to the original payment method; depending on your bank or payment provider, they usually arrive within 5–10 business days.

Please contact us before opening a dispute or chargeback with your bank. We can usually resolve billing problems faster directly.

9. Your legal rights

Nothing in this policy limits any rights you have under the consumer protection laws that apply to you. If those laws give you a longer refund or cancellation period, that period applies.

10. Changes to this policy

We may update this policy from time to time. Changes apply to payments made after the update date shown at the top of this page.