Refund and cancellation policy

There is nothing to renew

Packs are one-time purchases. We do not store a mandate for a recurring charge, and we do not renew a pack when the balance runs out. You do not need to cancel a plan to stop future billing, because there is no future billing. To stop using the studio, sign out and, if you want the account closed, email help@lumipixlabs.com.

When a purchase is delivered

A pack is delivered when the credits appear on the signed-in account that paid. Delivery is digital and is described in the shipping and delivery policy. Credits are normally added immediately after the payment gateway confirms the payment, and in any case within 24 hours of that confirmation.

Failed edits are not charged

This is separate from a payment refund. If a generation fails, times out, or cannot be saved, the credits reserved for that attempt are released. Your available balance is unchanged for that attempt. You do not need to write to support for a failed edit unless the balance was reduced and the version was not saved. In that case, email help@lumipixlabs.com with the project name and the time of the attempt, and we will restore the credits.

When we refund a payment

Email help@lumipixlabs.com and we will refund the unused credits from a purchase in these cases:

• The payment succeeded and the credits were not added to your account within 24 hours. We will either add the credits or refund the full amount you paid for that pack, at your choice.
• The same pack was charged more than once for a single checkout. We will refund the duplicate charge.
• A technical failure on our side stopped you from using the credits, you still have not used them, and you write to us within 7 days of the purchase. We will refund the unused credits from that purchase.
• A law that applies to you requires a refund beyond these cases. We will follow that law.

A refund goes to the original payment method. After we approve it, the payment gateway or your bank typically takes 5 to 7 business days to show the credit. Some banks take longer. We do not refund to a different account than the one that paid.

When we do not refund

• Credits that were spent on an edit which completed and was saved. That generation was performed.
• A result you dislike after a successful edit. You can try another instruction, which spends further credits, or return to an earlier version at no extra cost.
• Credits you still hold and simply have not used, after the 7-day window above, because the credits do not expire and remain available on the account.
• A pack bought in breach of the terms, including use for illegal content.

If you used part of a pack and a refund case above applies to the rest, we refund only the unused portion of that purchase. The unused amount is the price you paid, multiplied by the unused credits from that pack, divided by the credits the pack contained.

How to ask

Send one email to help@lumipixlabs.com with:

• The email address on the LumipixLabs account.
• The pack name, the amount in INR, and the date of payment.
• The payment reference from the gateway or your bank.
• Whether you want the credits added or the payment returned, when the credits never arrived.

We aim to decide a complete request within two business days. Do not include the card number or CVV. Write from the account email if you can, so we can match the payment to the balance.

Cancellation before the credits are used

If you have paid and the credits are already on the account, cancellation means a refund request under the cases above, not a shipping cancellation. If you have paid and the credits are not on the account yet, email us immediately and we will stop the grant and refund the payment, or complete the grant if you would rather have the credits. There is no courier to intercept, because nothing is shipped.

Closing an account

You may ask us to close the account at any time. Closing the account cancels access. It does not automatically refund unused credits. If a refund case on this page already applies to an unused purchase, include that request in the same email. Once the account is erased, unused credits are forfeited unless a refund request was already open.

Chargebacks

If you dispute a charge with your bank, tell us at the same time at help@lumipixlabs.com so we can match the payment reference. We may suspend credits from that purchase while the dispute is open. A chargeback is not required in order to use the refund cases on this page, and raising one does not speed up a refund we have already approved.

Contact

Refund and cancellation requests for LumipixLabs go to help@lumipixlabs.com. The registered address and phone number are on the contact page.