1. 14-day cooling-off (EU consumers)
If you are a consumer in the EU/EEA, you have 14 days from your first paid charge to request a full refund — no questions asked — provided you have not consumed substantial inference quota during that window. By starting your subscription you expressly request immediate access and waive the right of withdrawal for any portion of the service already delivered.
2. Monthly plans
Monthly plans are non-refundable past the 14-day window, but you can cancel at any time and keep access until the end of the current billing period.
3. Annual plans
Annual plans cancelled past the 14-day window are eligible for a pro-rata refund of unused full months, minus any volume discount that applied at signup, provided no terms-of-service violation has occurred.
4. Failed charges and double charges
Duplicate or erroneous charges are refunded in full within 5 working days of confirmation.
5. Service unavailability
If we breach our published uptime SLA in a billing month, you receive service credits as defined in the Enterprise SLA. Cash refunds for downtime are at our discretion.
6. How to request
Email billing@lumendralabs.com from the address on file. Refunds are issued to the original payment method within 10 working days of approval.
7. Chargebacks
Please reach out before disputing a charge with your bank — we resolve almost everything within 48 hours and unnecessary chargebacks may result in account suspension.