Refund Policy

Last updated: July 9, 2026

This Refund Policy applies to Luma Cloud subscriptions, usage top-ups, and metered API products purchased through the website, dashboard, Stripe checkout, or another displayed payment processor.

1. Subscriptions

Subscriptions are billed in advance and renew automatically until cancelled. You can cancel future renewals from billing settings or the customer portal when available. Unless required by law or approved under this policy, cancelling does not automatically refund the current billing period.

2. Goodwill refund window

For a first subscription purchase, you may request a refund of the most recent subscription charge within 7 days of payment if usage has been minimal and the account has not violated the Terms or Acceptable Use Policy. We review requests case by case and may decline or reduce a refund when significant capacity was consumed.

3. Top-ups and metered API usage

Consumed usage is not refundable because model requests can create immediate upstream costs. Unused prepaid top-up balance may be refundable within 30 days of purchase at our discretion, less consumed usage, fees, chargeback costs, or amounts required to cover abuse or policy violations.

4. Service incidents

If a material Service failure caused by Luma Cloud prevents normal use, contact us. Depending on the facts, we may offer troubleshooting, service credit, partial refund, or another reasonable remedy. Upstream model outages, customer device issues, customer network issues, unsupported clients, and misuse of API keys do not automatically qualify for refunds.

5. Refund limits

Refunds may be declined or reduced when:

• substantial usage or quota was consumed;
• the request is outside the applicable window;
• the account violated the Terms or Acceptable Use Policy;
• we detect fraud, abuse, resale, credential sharing, chargeback abuse, or repeated refund requests;
• the payment processor, bank, or applicable law prevents the refund.

6. How to request a refund

Email info@lumaos.cloud from the email address associated with your Luma Cloud account. Include the charge date, plan or product, and a short description of the issue. Approved refunds are returned through the original payment method where possible and may take several business days to appear.

7. Chargebacks

Contact us before filing a chargeback so we can investigate. Unresolved or abusive chargebacks may result in suspension of the account, API keys, and related workspaces.

8. Mandatory rights

Nothing in this policy limits non-waivable consumer, withdrawal, or refund rights that apply in your jurisdiction.

9. Contact

Refund questions: info@lumaos.cloud.