Refund Policy

This policy explains when and how you can get your money back. It consists of two independent parts: your statutory EU right of withdrawal (Section 1) and our voluntary 7-day money-back guarantee (Section 2), which we offer on top of the law. Nothing here limits your statutory consumer rights.

1. EU right of withdrawal (14 days) — how it works here

As a consumer in the EU/EEA you normally have the right to withdraw from a distance contract within 14 days without giving a reason. The 14-day period runs from the day the contract is concluded (your purchase). Lumo starts working immediately after purchase, so the law treats the two parts of what you buy differently:

• Your generated course (digital content). At checkout you give express consent to immediate delivery and acknowledge that you thereby lose the right of withdrawal with respect to the digital content delivered (Art. 16(m) of Directive 2011/83/EU; in Poland: Art. 38(1)(13) of the Consumer Rights Act). This consent is a separate, unticked checkbox — without it, the purchase does not proceed — and you receive a confirmation of it on a durable medium (email) no later than the moment course delivery begins.
• The ongoing subscription service. At checkout you also expressly request that we begin providing the service immediately, before the end of the withdrawal period, and acknowledge that once the service has been fully performed you lose the right of withdrawal for it (Art. 21(2) and Art. 38(1)(1) of the Polish Consumer Rights Act). If you withdraw within 14 days while the service is ongoing, you are entitled to a refund reduced proportionally by the value of the service already provided up to the moment of withdrawal (Art. 35).

How to withdraw: send an unambiguous statement to hello@example.com — a simple message like "I withdraw from the contract concluded on [date]; account email: [your email]" is enough. No special form is required; you may also use the model withdrawal form annexed to Directive 2011/83/EU. The purchase transaction itself is concluded with Paddle as Merchant of Record, so you may address the withdrawal to Paddle or to us — a message to us is sufficient, and we will handle it with Paddle.

In practice, our voluntary guarantee in Section 2 is simpler and more generous than the statutory minimum: within the first 7 days we refund the first payment in full.

If performance has not begun at all (you paid but no course generation was started), your full 14-day right of withdrawal remains intact — contact us and we will refund the payment in full.

2. Our voluntary 7-day money-back guarantee

Independently of the law, we offer a simple promise:

• if this is your first subscription to the Service, and
• you tell us within 7 days of your first payment that the Service is not for you,

we will refund that first payment in full — no questions asked. Just email hello@example.com from your account email address within the 7-day window.

Fine print, kept short: the guarantee applies once per customer and only to the first payment of your first subscription (not to renewals or repeat subscriptions). We may refuse the guarantee in cases of clear abuse (for example, accounts created to repeatedly consume course generations and then request refunds). This voluntary guarantee is offered in addition to — and never instead of — your statutory rights.

3. Cancelling your subscription (this is not a refund — it's simpler)

You can cancel your subscription at any time, in one click, in your account. Cancellation stops all future charges; you keep access until the end of the period you already paid for. Past periods are not refunded (except under Sections 1, 2 or 4).

4. If the Service does not work as promised

EU law on digital content and services (Directive (EU) 2019/770, implemented in Chapter 5b of the Polish Consumer Rights Act) protects you if the Service does not conform to the contract — for example, a paid course generation permanently fails. In such cases we will first bring the Service into conformity (e.g. re-run the generation); if we cannot, you are entitled to a proportionate price reduction or a refund for the affected period. Use the complaint procedure described in the Terms of Service (Section 13), the in-app lesson report button, or email hello@example.com.

5. How refunds are paid out

Payments are processed by our payment partner Paddle (Merchant of Record). Approved refunds are issued by Paddle to the original payment method. In statutory withdrawal cases the refund is made no later than 14 calendar days from the day we (or Paddle) receive your withdrawal statement; in other cases refunds typically arrive within 5–10 business days. Your bank may need a few extra days to post the amount. We cannot send refunds to a different card or account.

6. Contact

All refund matters: hello@example.com. Please write from the email address linked to your account and include the approximate date of payment.