Refund and Cancellation Policy
This policy describes how cancellations and refunds work for subscriptions to Lumaworks LLC's software products: Messaging Automation, Attribution Audit, and Post-Purchase Engagement. It forms part of our Terms of Service.
1. Cancelling Your Subscription
You may cancel your subscription at any time from your account settings or by emailing info@lumaworksllc.com. Cancellation takes effect at the end of your current billing period. You will retain access to the applicable Service until that date, and no further charges will be made after cancellation is processed.
2. 14-Day Money-Back Guarantee
If you are not satisfied with a Service, you may request a full refund of your first payment within 14 days of that payment being charged. This guarantee applies once per Merchant per product and only to the initial payment on a new subscription.
3. Refunds After the First 14 Days
Outside of the 14-day period described above, subscription fees are non-refundable for the remainder of a billing period once that period has begun, and we do not provide prorated refunds for mid-cycle cancellations. If a Service experiences a material outage or failure attributable to Lumaworks that significantly prevented you from using it, contact us and we will review the matter individually and may issue a partial or full credit or refund at our discretion.
4. Annual Plans
If you subscribe to an annual billing plan, the 14-day money-back guarantee in Section 2 applies in the same way, measured from your first annual payment. After that window, annual subscriptions may be cancelled to stop future renewals, but the remaining balance of the current annual term is not refunded, except as described in Section 3.
5. How to Request a Refund
To request a refund, email info@lumaworksllc.com with your store name and the payment in question. We aim to send a first response within 5 business days. Approved refunds are issued to your original payment method within 10 business days of approval.
6. Billing Disputes
If you believe you were charged in error, please contact us before initiating a chargeback with your bank or card issuer. Most billing issues can be resolved directly and more quickly than through a dispute process, and chargebacks may result in suspension of your account while the dispute is investigated.
7. Charges Through Shopify
If your subscription is billed through the Shopify Billing API rather than directly by Lumaworks, the payment terms, invoicing, and processing timelines set by Shopify for app charges apply in addition to this policy, and refunds may be processed through Shopify on our behalf.
8. Currency and Pricing
All prices are listed in US dollars and are exclusive of applicable taxes unless stated otherwise. Fees and any refunds are calculated based on the pricing plan as described to you at the time of purchase.
9. Contact
For any question about billing, cancellation, or refunds, contact us at info@lumaworksllc.com or Lumaworks LLC, 30 N Gould St Ste N, Sheridan, WY 82801, United States.