Refund policy

When

• Within 14 days of your first payment - in full, no reason needed.
• After a renewal - within 7 days, if you haven’t worked in Lumen in the new period.
• If you sent more than needed, the payment counts, and we return the excess when you ask.

How

Write to [email protected] from your account’s email. Add the address for the refund, on the same network you paid on.

A purchase without signing up

The refund rules are the same as above. What differs is the proof and the address. Write to [email protected] from any email.

• The proof of purchase is the invoice number and the purchase code. The transaction hash adds to them but does not replace them: anyone can see it on the network.
• If you have lost the purchase code, write to support: we will review the purchase by hand. That takes longer, and without the code a purchase cannot always be confirmed.
• Coins are refunded only to the address they came from. We do not accept another address sent by email.
• If you paid from an exchange, the sending address belongs to the exchange. The refund is then made by hand and may turn out to be impossible: an exchange does not always credit coins that arrive at its address.

Crypto

We return the same coin and the same amount we received - whatever the exchange rate has done since. Whether the coin went up or down, the refund doesn’t change in your favour or in ours. We pay the network fee for the refund.

After a refund

The part of the period that payment paid for is removed. Your profiles stay on your Macs, encrypted as they were; if no paid days are left, the app opens them for data export only. Your data is never deleted.