Refund Policy

1. Transparent Pay-As-You-Go Billing

LumozAI is built from the ground up as a strictly pay-as-you-go platform. Unlike traditional SaaS tools, we do not lock you into recurring monthly subscriptions, hidden maintenance fees, or cancellation hurdles.

You simply add funds to your account balance and consume credits on a per-model execution basis. Our core philosophy is straightforward: you are only charged when an AI generation completes successfully.

2. Automatic Instant Refunds for Failed Executions

We actively monitor all model executions across our Web Studio, Agent workspace, and REST API. If any inference request encounters a failure:

• Zero Manual Action Required: You do not need to open a support ticket or file a dispute.
• Instant Credit Restoration: Any balance reserved or deducted for an interrupted, timed-out, upstream-errored, or failed task is immediately and automatically credited back to your active account balance.
• Telemetry Verification: Our orchestration gateway logs error status codes (e.g., HTTP 500, worker timeouts, upstream provider interruptions) to guarantee credit protection on every attempt.

3. Wallet Credits & Expiration

When you reload your LumozAI account balance:

• Unified Balance: Loaded funds are instantly usable across all Studio generative tools (Image Studio, Video Animation, Model Training, Audio & Speech) and programmatic developer API endpoints.
• 1-Year Credit Validity: Your credits remain fully valid and available for 1 full year (365 days) from the date of each reload. Any subsequent top-up automatically extends your overall wallet active lifecycle.
• General Finality: Because credits are immediately provisioned on high-performance compute clusters upon purchase, loaded balances are generally non-refundable once active, subject to the grace window detailed below.

4. 14-Day Grace Window for Unused Top-ups

We understand that accidental purchases happen. If you top up your LumozAI account by mistake:

• Eligibility: You may request a 100% full refund to your original payment method (Credit/Debit Card, Stripe, Slash) within 14 calendar days of the transaction date, provided that none of the purchased balance has been spent on inferences or training runs.
• Partially Consumed Balances: If any portion of the reload has been utilized for model runs, the remaining balance is non-refundable to your card, but remains in your wallet and fully available for your use over the 1-year lifespan.

5. Billing Errors & Duplicate Transactions

In the unlikely event of technical processing anomalies, such as duplicate payment gateway authorizations or erroneous multi-charging:

• Please notify us immediately at [email protected] with your transaction reference.
• Upon confirmation from our finance team and payment gateway logs, duplicate charges are promptly reversed and refunded directly back to your original payment method within 3 to 5 business days.

6. Dispute & Chargeback Prevention

We pride ourselves on responsive, personalized customer care. If you experience any technical problem with your balance, billing receipt, or credit allocation, we strongly encourage you to reach out to our team first before initiating a bank dispute or chargeback.

Formal chargebacks can take weeks to resolve through banking networks and often freeze access to your account. Our support team can typically investigate, adjust, or refund qualifying transactions within 24 to 48 hours.

7. How to Submit a Refund Request

To request a refund under our 14-day unused top-up policy or report a billing discrepancy, please submit an email to [email protected] containing:

• Your registered LumozAI account email address.
• Payment transaction ID or invoice reference number.
• Date and amount of the purchase.
• A brief explanation of the request.

Approved refunds are processed through our primary payment processors (Stripe / Slash) back to the original funding card or account. Banking processing times typically range between 3 to 7 business days depending on your financial institution.

8. Contact Information

If you have any questions or require clarification regarding our Refund Policy or billing practices:

Support Email: [email protected]
Billing Inquiries: [email protected]
Corporate Address: Kites.Dev LLC, 30 N Gould St #36969, Sheridan, WY, 82801, USA