Refunds and cancellation
How to cancel a Lumistrel plan, when we refund, how long a refund takes, and how you get access once you pay.
Last updated
Paid plans are not on sale yet
We do not take payments yet, and nobody has been charged for a plan. This page sets out the rules that will apply once paid plans go on sale. We will announce plans and prices on this site before then.
Cancelling
- You can cancel a plan at any time by writing to contact@lumistrel.com. There is no cancellation fee.
- Cancelling stops the next renewal. You keep your plan until the end of the period you already paid for.
- Your drawings stay yours. You can export them before and after you cancel; see our terms for how long we keep saved drawings after a plan ends.
When we refund
| Situation | What we refund |
|---|---|
| You change your mind within 14 days of your first payment for a plan | The whole payment. This applies once per customer, to the first purchase of a plan. |
| You were charged twice, or charged the wrong amount | The amount charged in error, whenever you tell us. |
| You paid but your access did not start, or the service did not work as described and we could not fix it | The whole payment for the period affected. |
| We end your plan early without you being at fault, or stop offering what you paid for | The unused part of what you prepaid, worked out by days. |
| You do not accept a change to our terms or prices and cancel before it takes effect | The unused part of what you prepaid, worked out by days. |
| You cancel later in a period in any other case | Nothing for the rest of that period, which you keep using until it ends. |
Nothing here limits a refund you are entitled to under consumer protection law.
How to ask for a refund
- Write to contact@lumistrel.com from the email address on your account, with the payment reference or invoice number and the reason.
- We acknowledge your request within 24 hours and decide within 5 business days.
- Once approved, we start the refund within 7 business days, to the card, bank account or UPI account you paid from.
- Your bank or card company then usually takes 5 to 10 business days to show it in your account.
Please ask us before you dispute a charge with your bank: it is usually faster for both of us.
Delivery of your plan
Lumistrel is software used in your web browser. Nothing physical is shipped, and there are no shipping charges.
- Your plan is delivered to your account online. It starts as soon as your payment is confirmed, normally within minutes.
- A receipt is sent to the email address you paid with.
- If your plan has not started within 24 hours of a successful payment, write to us. We will start it, or refund you in full if we cannot.
- For a self-hosted install under a written agreement, we deliver the licence key file by email within 2 business days of the agreement being signed and paid.
Questions
Write to contact@lumistrel.com. Our grievance officer, details on the Contact page, acknowledges a complaint within 24 hours and resolves it within 15 days.