Refund Policy

Effective date: July 7, 2026 · Private beta

LumioGuard is operated by Lumio Software FZ-LLC (RAKEZ, United Arab Emirates). All purchases are processed by our authorized reseller and merchant of record, Paddle. Your purchase contract is with Paddle, and refunds are handled by Paddle in accordance with the Paddle Refund Policy, which forms part of the Paddle Buyer Terms. This page summarizes how that works; if there is any inconsistency, Paddle's Refund Policy applies.

1.Requesting a refund

Refund requests should be submitted within 14 days of the transaction date. You can request a refund by:

  • using the "View receipt" or "Manage subscription" link in your order confirmation email;
  • visiting Paddle's buyer support site at paddle.net and selecting "Request refund"; or
  • emailing us at [email protected], and we will help route your request to Paddle.

Refunds are reviewed and issued by Paddle. Approved refunds are returned to the original payment method where possible, within 14 days of approval.

2.Your statutory rights

Nothing in this policy limits your non-waivable consumer rights. Depending on where you live, you may have statutory withdrawal or cancellation rights, including a 14-day withdrawal right for consumers in the EU/EEA, Switzerland, and the UK, and equivalent rights in other countries, as set out in the Paddle Refund Policy. Where local law grants you rights, those rights apply.

3.Faulty or misdescribed products

If LumioGuard has a persistent technical issue or material defect that prevents you from using it as described, contact us first at [email protected] so we can resolve it. If we cannot, contact Paddle's support team with details of the issue, and Paddle will handle the request in accordance with applicable consumer protection laws.

4.Free plan and private beta

LumioGuard is currently free while in private beta — you will not be charged during the beta, and we will give you notice before any pricing starts. Beyond the beta, the Free plan stays free for one project, with every feature included, 1,000 AI credits a month, and no payment method required — so you can fully evaluate LumioGuard before paying anything.

5.Credit packs

Credit packs are one-time, pay-as-you-go purchases of additional AI credits that stack on the Free plan; they are not a subscription and do not renew. Credit pack purchases are handled like any other purchase under this policy: refund requests should be made within 14 days of the transaction date and are reviewed and issued by Paddle in accordance with the Paddle Refund Policy.

6.Cancellations

You can cancel a subscription at any time, with effect from the end of your current billing period, after which no further charges are taken. Cancel via the "Manage subscription" link in your confirmation email, the billing portal in the app, or paddle.net.

7.Chargebacks

If you have any billing concern, please contact us or Paddle before raising a chargeback with your bank; issues are almost always resolved faster that way. This does not affect your lawful rights to dispute a charge.

8.Contact

Lumio Software FZ-LLC (RAKEZ, Ras Al Khaimah, United Arab Emirates)
Email: [email protected]
Payment and refund support: paddle.net