Refunds & billing issues

All sales are final, and most billing questions don't need a refund anyway — cancelling keeps your paid features until the end of the period you already paid for, and downgrades are pro-rated as credit on your next invoice. We don't refund change of mind or unused time, so before anything else, check whether changing or cancelling your plan already covers what you need.

The exception is billing errors. If you were charged in error, double-billed, or charged after cancelling, email support@lumaiscope.com with your account email and the date and amount of the charge — we'll correct it and return approved refunds through Stripe to your original payment method. Nothing here limits any rights you have under applicable consumer law (such as the Australian Consumer Law or your EU / UK consumer rights).

If a renewal payment fails, your account is marked past due and we keep retrying on Stripe's schedule. Sort it out quickly to avoid losing access:

1. Open Settings → Billing and click Manage Billing.
2. In the Stripe Customer Portal, update your card or add a new payment method.
3. If the portal shows an outstanding invoice, pay it there to clear the past-due status.
4. Your plan flips back to active automatically once a payment succeeds.

• Go to Settings → Billing → Manage Billing.
• In the Stripe Customer Portal, edit your card details or add a new one.
• From the same portal you can also view invoices, download receipts, and preview upcoming charges.

If a charge looks wrong, you can't access a feature you're paying for, or the Stripe portal won't cooperate, reach out. Include your account email, the charge date and amount, and a short description — it helps us resolve it on the first reply.