Refund Policy

Effective 11 July 2026

This Refund Policy explains how Lumen handles refunds and cancellations for paid subscriptions. It forms part of the Terms and Conditions and operates together with the Privacy Notice. Terms used here carry the meaning given to them in the Terms and Conditions.

Cancellation

You may cancel a paid subscription at any time through Settings or the customer billing portal. Cancellation stops future charges and preserves access to paid features through the end of the current billing period. At the end of that period, the account continues on the Free plan.

Automatic refunds

Lumen offers an automatic self-service refund for a recent subscription payment. A request qualifies for an automatic refund where each of the following criteria applies:

The payment was made within the last 14 days; the account has not previously received an automatic refund; and use of paid AI features on the relevant payment remains within a modest allowance that scales with the plan. Where each criterion applies, Lumen issues the refund promptly and returns the account to the Free plan. A record of the refund is retained for financial administration and account continuity.

Reviewed requests

Requests that fall outside the automatic criteria proceed to review by a member of the Lumen team, who assesses each case on its merits and responds by email. This route covers payments made earlier than the automatic window, later requests on an account that has already received an automatic refund, and requests where use of the service has been more extensive. Lumen aims to respond to reviewed requests within a reasonable period.

How refunds are issued

Approved refunds return to the original payment method through Stripe, the payment provider. A refund may be issued in full or, where appropriate, as a partial amount that reflects the circumstances of the request. Payment card details remain with Stripe under its own terms and privacy practices. The time for refunded funds to appear depends on the issuing bank and typically falls within five to ten business days.

Effect on your plan

A completed refund of a subscription payment returns the account to the Free plan, and paid features remain available up to the point at which the refund takes effect. Where a request relates to a duplicate charge or a comparable billing matter and the underlying subscription remains active, Lumen resolves the specific charge while preserving the subscription.

Payment disputes and chargebacks

When Stripe notifies Lumen that a subscription payment has been disputed through a bank, card provider, or payment network, Lumen cancels the subscription linked to that payment and returns the account to the Free plan to prevent further recurring charges. This does not decide the merits of the dispute, penalise the customer, require withdrawal of the dispute, or limit contact with the customer's financial institution.

If the dispute closes without the payment being reversed, Lumen restores any unexpired portion of the original paid period without restarting automatic renewal. If the payment is reversed in the customer's favour, the subscription remains cancelled. Refund requests concerning a payment with a dispute history are reviewed by a person so that the bank process, any payment already returned, the circumstances of the request, and any rights under the Australian Consumer Law can be considered together.

Australian Consumer Law

The Australian Consumer Law provides consumer guarantees that apply alongside this policy. Where a consumer guarantee applies to the service, the remedies available under that law remain available to you in addition to the options described here. Nothing in this policy excludes, restricts, or modifies those rights or remedies.

Changes to this policy

Lumen may update this policy from time to time to reflect legal, operational, commercial, or product developments. The effective date above identifies the current version, and continued use of the service after that date reflects acceptance of the current policy.

Contact

Refund enquiries and reviewed requests may be directed to billing@lumenib.com.

This policy works together with our Terms & Conditions and Privacy Notice.