Refund & Billing Policy

What you are buying

Luminality sells digital items — such as credits, passes, and prompt packs — that unlock features or content on your account. These are digital goods delivered to your account; nothing physical is shipped.

• Consumables (for example, credits spent on a feature) are “used” as you spend them.
• Non-consumables (for example, a prompt pack or a pass) unlock content on your account and remain available while your account is active, unless the purchase is fully refunded (see Refunds below).

Digital items are licensed to you for personal use, have no cash value, and cannot be transferred or exchanged except where the law requires otherwise.

Where purchases happen

Purchases are made on the web, at app.luminality.ai. Our mobile apps do not sell anything in-app — there are no purchase screens or prices in them. Anything you buy on the web unlocks on your account and is available on every device you sign in to.

Payments & processing

Payments are processed by Stripe, our third-party payment provider, subject to Stripe's terms. We never see or store your full card number. The price, the currency, and any applicable taxes are shown before you confirm a purchase, and you are charged at the time of purchase.

If we ever offer purchases through an app store, that store's own refund process may apply in addition to this policy, and in some cases you would need to request the refund through the store. We will say so clearly at the point of sale if that becomes the case. Refunds decided by an app store follow that store's rules and do not count toward the discretionary-refund limit below.

Refunds

Because digital items are delivered to your account immediately, they are generally non-refundable once delivered or consumed, except as set out below, where a refund is required by law, or where we state otherwise at the point of sale.

Refunds we always provide

We will provide a refund where:

• you were charged in error or charged more than the displayed price;
• a duplicate charge was made for the same item;
• a purchased item failed to deliver or did not work as described and we are unable to fix it within a reasonable time;
• we terminate your account without cause — in which case we refund any unused items you have paid for; or
• a refund is required under the consumer-protection laws that apply to you.

These refunds are not subject to the 7-day window or the limit on discretionary refunds below, and they do not count toward that limit.

Discretionary refunds

Outside those cases, we may offer a refund or credit at our discretion — for example, if you changed your mind about a purchase. A discretionary refund:

• must be requested within 7 days of purchase; and
• is limited to 3 per account.

Requests made more than 7 days after purchase, or after an account has already received 3 discretionary refunds, are not eligible for a discretionary refund.

What happens when a purchase is refunded

• If a purchase is fully refunded, any access it unlocked ends — for example, a pass stops working.
• Prompts and other content already delivered to your account are not taken back.
• A partial refund does not remove any access.

Cooling-off rights

Some jurisdictions give consumers a statutory cancellation or “cooling-off” right for digital purchases. If you are a consumer in the EU or UK, you normally have 14 days to cancel a digital purchase — but by choosing to access a digital item immediately, you ask us to begin delivery within that period and acknowledge that you lose the right to cancel once delivery has begun. We tell you this at the point of sale.

If delivery has not begun, your cooling-off right is unaffected and we will refund you in full.

How to request a refund

Email [email protected] from the email address on your account. Include the date of purchase, the item, and the reason.

• For a discretionary refund, contact us within 7 days of purchase.
• For any of the refunds we always provide, contact us as soon as you notice a problem, which helps us investigate while the records are fresh. There is no deadline other than any the law sets, and nothing here limits any refund right you have by law.

We aim to respond within 5 business days.

Billing problems & unrecognised charges

If you see a charge you do not recognise, we would rather hear from you first — we can usually identify and resolve it faster than a bank dispute. This is a request, not a requirement, and it does not affect your right to raise a chargeback with your bank or card issuer at any time.

Approved refunds are returned to your original payment method via Stripe. The time to appear depends on your bank or card issuer, typically 5–10 business days.

Your statutory rights

Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws that apply to you, including under the Singapore Consumer Protection (Fair Trading) Act, the UK Consumer Rights Act, or equivalent laws in your country. Where those laws give you a stronger right than this policy, those laws prevail.

Changes

We may update this policy from time to time. We will publish the updated version and revise the effective date above. The policy in effect at the time of your purchase applies to that purchase.

Contact

Questions about a purchase or refund? Email [email protected].