Legal
Refund Policy
Key points
- New subscribers can get a full refund within 14 days of their first payment, as long as no more than 5% of the plan's credits have been used in the current billing period.
- Unused credit packs can be refunded within 14 days of purchase.
- If an AI action fails, its credits come back to your account automatically.
- Waffo, our Merchant of Record, processes every refund to your original payment method.
1. Who processes refunds
Our order process is conducted by our online reseller Waffo.com Limited. Waffo.com Limited is the Merchant of Record for all our orders. Waffo provides all customer service inquiries and handles returns.
Approved refunds are paid by Waffo to the payment method you used. Depending on your bank or card issuer, the money usually arrives within 5 to 10 business days. This policy works alongside Waffo's Buyer Terms.
2. Subscriptions
- First payment. If you are not happy with your new subscription, ask for a refund within 14 days of your first payment. If you have used no more than 5% of your plan's credits in the current billing period (60 credits on Pro, 175 credits on Ultra), we will refund that payment in full, whether the plan is monthly or yearly. Above that usage, the payment is not refundable, except where the law requires. The bonus credits you receive at sign-up do not count toward this usage.
- Renewals. Renewal payments are generally not refundable. If you forgot to cancel, contact us within 7 days of the renewal date. If you have not used any credits since the renewal, we will refund the renewal in full.
- Upgrades. The price difference you pay when you upgrade to a higher plan is handled like a renewal: it is generally not refundable, but if you ask within 7 days of the upgrade and have not used any credits since the upgrade, we will refund the price difference in full and your plan goes back to the one you had before.
- Cancelling. You can cancel at any time from your account. Cancelling stops all future payments. You keep your plan until the end of the current billing period, and your account then returns to the free plan. We do not give partial refunds for the rest of a billing period, except as described in this policy or where the law requires.
3. Credit packs
Where we offer credit packs, you can get a full refund for a pack within 14 days of purchase as long as none of its credits have been used. Because your plan credits are always used first, a pack stays unused until your plan credits run out. Once credits from a pack have been used, that pack cannot be refunded, except where the law requires.
4. Failed actions
If a cutout, image generation or AI scene fails because of an error on our side or our providers' side, or is blocked by a safety filter, the credits for that action are returned to your account automatically. This is a return of credits, not a payment refund.
5. How to request a refund
Email us at support@lumenimg.com from the address linked to your account. Include your order number from the Waffo receipt and the reason for your request. We reply within 3 business days.
If your request is approved, we issue the refund through Waffo, and Waffo sends you a confirmation email. Refunds cannot be requested from the Waffo receipt email or customer portal.
6. After a refund
When a subscription payment is refunded, the subscription ends and your account returns to the free plan. Your plan credits are reset to the free plan allowance, and your sign-up bonus credits are kept. The exception is a refunded upgrade price difference: the subscription continues, and your plan goes back to the one you had before the upgrade. When a credit pack is refunded, its credits are removed from your account.
We may decline a refund where there is clear evidence of abuse, such as repeated buying and refunding, or using multiple accounts to obtain refunds, to the extent the law allows.
7. Your legal rights
We review refund requests under this policy, and Waffo processes approved refunds under its Buyer Terms. Nothing in this policy limits rights you have under applicable consumer protection law. If you are a consumer in the European Union, the European Economic Area or the United Kingdom, your statutory right of withdrawal, as described in Waffo's Buyer Terms, is not limited by the 5% usage threshold in this policy.
8. Charge disputes
If you see a charge you do not recognize or believe is wrong, please contact us or Waffo before opening a dispute with your bank. Most problems can be fixed quickly that way. We may suspend an account while a chargeback is being reviewed.
9. Changes and contact
We may update this policy. Changes apply to purchases made after the update. Questions: support@lumenimg.com.