We want you to be genuinely happy with XLUME. This Refund Policy explains when and how you can request a refund for purchases made through our online reseller, Paddle.com. This policy does not affect any statutory consumer rights you may have under applicable law.
1. 14-Day Money-Back Guarantee (New Subscriptions Only)
You may request a full refund for a first-time LUME subscription within 14 days of the original purchase date, for any reason including change of mind. This is the maximum cooling-off period we offer.
2. Renewals Are Non-Refundable
Subscription renewal charges (monthly, quarterly, semi-annual, or annual auto-renewals) are not eligible for refund. It is your responsibility to cancel your subscription before the renewal date to avoid being charged. You can cancel at any time from your dashboard or via paddle.net; access continues until the end of the paid period.
As a limited goodwill exception, we may — at our sole discretion — consider a refund of a renewal charge only if all of the following apply: (a) the request is made within 48 hours of the renewal charge, (b) the service has not been used during the new billing period (no logins, downloads, or API calls after the renewal), and (c) the account is in good standing. This exception does not create an entitlement to a refund.
3. Non-Refundable Situations
Refunds will not be granted where:
- The 14-day window for a new subscription has passed.
- The software installer or any release file was downloaded and/or activated on any device.
- There is evidence of substantial use of the service (asset library scanning, previews, exports, or API usage).
- The account was suspended or terminated for violation of our Terms of Service or Acceptable Use Policy (including account sharing, resale, or circumvention of licence limits).
- The purchase was made using a promotional or discounted price marked as final sale.
- There is evidence of fraud, chargeback abuse, or repeated refund abuse.
4. How to Request a Refund
Refunds are processed by our Merchant of Record, Paddle:
- Visit paddle.net and locate the order using the email you used at checkout, or
- Email us at lumegear.site/support with your order number and reason — we will coordinate with Paddle on your behalf.
5. Processing Time
Approved refunds are processed by Paddle within a few business days and returned to the original payment method. The time for the funds to appear depends on your bank or card issuer.
6. Cancellations
You may cancel your subscription at any time from your dashboard or via paddle.net. Cancelling stops future renewals; existing access continues until the end of the current billing period. Cancelling does not automatically issue a refund.
7. Statutory Rights
Nothing in this policy limits statutory consumer rights that cannot be excluded under the laws of your country of residence.
This policy sits alongside Paddle's own Refund Policy, which applies to all Paddle-processed transactions.