Refund Policy

A customer may request a full refund within 14 calendar days after the first successful paid activation of a standard self-service LumioBI subscription. The window begins when the first payment succeeds, not when an account is created.

A free trial is not a purchase and does not start or consume this refund request window. If a trial converts to a paid subscription, the 14-day window begins with the first successful payment.

Subscription renewal charges are generally non-refundable on a voluntary basis. We will review requests involving a duplicate charge, an unauthorized charge, a material failure to deliver the paid service, a right required by applicable law, or a right provided under Paddle's buyer terms or policies.

Mandatory consumer rights and Paddle's applicable buyer protections take precedence if they provide a remedy that is broader than this policy.

Cancellation prevents future renewal and ordinarily leaves paid access available through the end of the current paid billing period. Cancellation alone does not create a refund or a prorated refund for unused time. Access may end sooner when a refund is approved or when required to address fraud, misuse, chargebacks, or legal obligations.

Paddle is the merchant of record for applicable LumioBI purchases. Approved refunds are processed by Paddle to the original payment method. Bank and card-network processing times vary, and LumioBI cannot guarantee when the credit will appear. An approved full refund may terminate access associated with the refunded purchase.

Sales-assisted, enterprise, invoiced, and custom-contract purchases are governed by the applicable order form, invoice, statement of work, or signed agreement. Those negotiated terms take precedence over this standard self-service policy.

Submit a request through the support link in your Paddle receipt or Paddle customer portal, or email support@lumiobi.com. Include the purchaser's email address and Paddle transaction or order identifier when available. A request is subject to verification and does not guarantee approval when it falls outside the terms above.

We may update this policy for future purchases. The version presented at purchase and any rights that cannot lawfully be limited will continue to apply as required.