Refund Policy
May 14, 2026
1. Free Trial & Credits
New users receive 2 free AI-generated photos upon account creation. These credits are provided at no cost and have no monetary value. Free credits cannot be redeemed for cash or transferred to other users.
2. Paid Purchases
All paid purchases, including credit packs and subscription plans, are final and non-refundable once the AI generation process has begun. Photo generation starts immediately after you submit your photos and select a style.
As our service delivers digital content immediately, you acknowledge and agree that once the generation process has commenced, your right of withdrawal is forfeited under applicable consumer protection laws.
3. Eligibility for Refunds
Refunds may be considered in the following exceptional circumstances only:
- Duplicate charges caused by a technical error on our part
- Unauthorized charges resulting from fraudulent activity on your account
- Service outage lasting more than 24 continuous hours affecting your active generation queue
4. How to Request a Refund
If you believe you qualify for a refund under section 3, please contact us at support@lumelena.com.
Include your account email address, order confirmation details, and a description of the issue. We will review your request within 5 business days and respond with our decision.
5. EU & UK Consumers (GDPR / Consumer Rights)
If you are a consumer located in the European Union or United Kingdom, you have the right to withdraw from a purchase of digital content within 14 days of purchase, provided the generation process has not started.
Once you upload your photos and initiate generation, you expressly request immediate performance and acknowledge that the 14-day withdrawal right is lost. This is permitted under Article 16(m) of the EU Consumer Rights Directive for digital content.
6. Stripe & Payment Processing
All payments are processed securely through Stripe. Lumelena does not store your credit card or payment details. Refunds processed by Stripe typically appear in your account within 5-10 business days, depending on your bank.
For payment-related disputes (chargebacks), please first contact us at support@lumelena.com before contacting your bank or card issuer. We are committed to resolving disputes amicably.
7. US Consumers (FTC)
By using Lumelena, you agree that all charges are authorized and that you will not dispute valid charges for services rendered. Repeated or frivolous chargebacks may result in account suspension and potential legal action.
8. Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date. Continued use of the service after changes constitutes acceptance of the new policy.
9. Contact Us
If you have questions about this Refund Policy, please contact us:
Email: support@lumelena.com
Website: www.lumelena.com