At Lumirex, we want you to be completely satisfied with our platform. This Refund Policy outlines the terms under which refunds are issued for subscriptions and credit purchases. Please read it carefully before making a purchase.
1. Subscription Refunds
1.1 Monthly Subscriptions
Monthly subscription fees are non-refundable once the billing period has begun. If you cancel your monthly subscription, you will retain access to the Service until the end of the current billing period. No partial-month refunds are issued.
1.2 Annual Subscriptions
For annual subscriptions, we offer a 14-day money-back guarantee from the date of your initial annual subscription purchase. If you are not satisfied with the Service within the first 14 days, contact us at support@lumirex.ai and we will issue a full refund, no questions asked.
After the 14-day period, annual subscriptions are non-refundable. If you cancel an annual subscription after the 14-day window, you will retain access until the end of the annual period, but no refund will be issued for the remaining months.
1.3 Upgrades and Downgrades
When you upgrade your subscription plan, you will be charged the prorated difference for the remainder of your billing period. When you downgrade, the change takes effect at the start of your next billing period — no refund is issued for the difference in the current period.
2. Credit Purchases
Credits purchased as add-ons (outside of your subscription allocation) are non-refundable once purchased, except in the following circumstances:
- Credits were charged in error due to a billing system fault
- An audit failed to complete due to a platform error on our end and credits were deducted
- Duplicate charges occurred due to a payment processing error
If any of these situations apply, please contact us within 30 days of the charge with details of the issue, and we will investigate and issue a credit or refund as appropriate.
3. Failed or Incomplete Audits
If an audit fails to complete due to a technical error on our platform (not due to invalid input data such as an inaccessible website URL), the credits consumed for that audit will be automatically restored to your account within 24 hours. If credits are not restored automatically, please contact our support team.
We are not responsible for audit limitations caused by third-party data sources being unavailable, websites blocking our scanning tools, or AI platform outages. Credits consumed in these cases are not refundable, as the audit process was initiated and partially completed.
4. Free Trial and Promotional Credits
Free trial credits and promotional credits have no cash value and are non-refundable. They expire as stated in the applicable promotion terms.
5. Exceptions and Special Circumstances
We understand that exceptional circumstances arise. If you believe you are entitled to a refund outside of the terms described above — for example, due to a significant service outage, a billing error, or extenuating personal circumstances — please contact us at support@lumirex.ai and we will review your request on a case-by-case basis.
We are committed to being fair and reasonable. Our goal is to ensure every agency gets genuine value from Lumirex, and we will work with you to resolve any legitimate concerns.
6. How to Request a Refund
To request a refund, please:
- Email support@lumirex.ai with the subject line "Refund Request"
- Include your account email address and the date of the charge
- Describe the reason for your refund request
We will respond within 2 business days. Approved refunds are processed within 5–10 business days and returned to the original payment method.
7. Chargebacks
If you initiate a chargeback with your bank or credit card provider without first contacting us to resolve the issue, we reserve the right to suspend your account pending resolution. We encourage you to contact our support team first — we are committed to resolving billing disputes quickly and fairly.
8. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Continued use of the Service after changes are posted constitutes acceptance of the revised policy.
9. Contact Us
For refund requests or billing questions, please contact us at:
Lumirex.ai
Email: support@lumirex.ai
Website: lumirex.ai