Refund & Cancellation Policy

1. Where to Cancel

Deleting the Lume app, or closing your Lume account, does not cancel a subscription billed by Apple or Google. You must cancel it in your Apple or Google account, or you will keep being charged.

2. Subscriptions Bought From Us (Web and Shopify)

Subscriptions renew automatically until cancelled. You can cancel at any time from your account settings, and you keep access until the end of the period you have already paid for. On annual plans, the full year's credits are granted upfront when you pay; cancelling mid-year does not remove them, and you can keep using them until your paid-up annual period ends.

We do not refund partial subscription periods or unused credits. While your subscription stays active, unused monthly credits are not lost at renewal: they roll over for a period that depends on your plan (1 month on Pro, 2 on Business, 3 on Growth, 4 on Studio). Credits are only removed when they reach their rollover or pack expiry date, or when the paid subscription itself ends - at that point all remaining subscription, rolled-over and add-on credits are removed.

Failed payments. If a renewal payment fails, your subscription enters a grace period of around 7 days while the payment is retried. No refund is due for a grace period. During it, the new period's monthly credits are withheld and rolled-over and add-on credits are frozen; they are restored if payment succeeds and removed only if the subscription ends.

We may still issue a refund at our discretion, and we will always do so where you have been charged in error, for example a duplicate charge, a charge after a valid cancellation, or a technical failure that stopped you using what you paid for. Contact [email protected] and we will look at it. Approved refunds are returned through Stripe to your original payment method, normally within 5 to 10 business days.

3. Purchases Made in the iOS or Android App

Subscriptions and credit purchases made inside our mobile apps are sold by Apple or Google, not by us. We cannot cancel them and we cannot refund them, because we never took the payment.

• To cancel on iOS: open Settings on your device, tap your name, tap Subscriptions, choose Lume, then Cancel Subscription. Do this at least 24 hours before your renewal date.
• To cancel on Android: open the Google Play app, tap your profile, tap Payments and subscriptions, then Subscriptions, choose Lume, then Cancel.
• To request a refund: use Apple's refund request page at reportaproblem.apple.com, or Google Play's refund process. Apple and Google apply their own refund policies and make the decision.

If Apple or Google refuse a refund you think you are owed, contact [email protected]. We cannot reverse the charge, but we can often help another way, for example with credits, and we will advocate for you where the fault is ours.

4. Credit Packs

Credit packs, including those bought through our Canva app, are one-off purchases, not subscriptions, so there is nothing to cancel. Because credits are delivered to your account immediately, they are generally non-refundable once any of them have been used. Add-on pack credits are time-limited (they are valid for 60 days from purchase, as shown at the point of purchase) and expiring unused is not grounds for a refund.

If you bought a pack by mistake and have not used any of the credits, contact us within 14 days and we will normally refund it.

5. Account Deletion and Your Subscription

When you ask us to delete your account, deletion is scheduled with a 30-day grace period. Requesting deletion also cancels a subscription billed by us at the end of its current period; we do not refund the remainder of the period. If you restore your account within the 30 days by signing back in, and your billing period has not yet ended, your subscription and credits are restored with it. If the billing period ended while the account was scheduled for deletion, the subscription will have lapsed and you would need to subscribe again.

Deleting your account does not cancel a subscription billed by Apple or Google. Cancel it in your Apple or Google account settings, or you will keep being charged even though the Lume account is gone. Any credits remaining when deletion becomes permanent, including rolled-over and add-on credits, are forfeited and are not refunded.

6. Your Legal Right to Cancel (UK and EU Consumers)

If you are a consumer in the UK or EU, you normally have 14 days to cancel a distance contract for digital content and get a refund.

When you buy a subscription or credits from us, you ask us to give you access immediately, and you acknowledge that you therefore lose that 14-day right to cancel once we have started supplying the service. We tell you this at checkout. If you have not used any credits, we will still normally refund you within 14 days as a matter of policy, as set out above.

This policy does not affect your other statutory rights, including your rights if the service is faulty or not as described.

7. Free Trials and Promotional Offers

If a free trial is offered, you may cancel before the trial ends to avoid being charged. Cancel it in the place you started it, which for the mobile apps means your Apple or Google account.

Promotional offers are subject to their own terms and cannot be combined with other offers. Discounts offered on our website may not be available for subscriptions billed through the Apple App Store or Google Play.

8. Chargebacks

Please contact us before raising a chargeback with your bank. We would almost always rather fix the problem directly. We may suspend an account with an unresolved chargeback until it is settled.

9. Contact

For billing or refund questions, contact us at [email protected].