Refund Policy

Since Lumetrics is an enterprise SaaS platform utilizing a hybrid "Plan + Token" model, our Return and Refund Policy is designed to balance flexibility with the consumption of digital resources.

• Annual and Monthly Plans: Payments for Base, Premium, and Enterprise plans are generally non-refundable once the billing cycle has commenced.
• Trial Period: We offer a 7-day full-access trial for qualified enterprise prospects to ensure the platform meets your requirements before any financial commitment is made.
• Cancellations: You may cancel your subscription at any time; however, access will continue until the end of your current paid billing period, and no pro-rated refunds will be issued for the remaining time.

• Consumption-Based Logic: Tokens and top-up packs (credit purchases) are treated similarly to "Talk Time" or prepaid credits.
• Non-Refundable Status: Once a token top-up pack is purchased and added to your "Authorization System" balance, it is non-refundable.
• Expiration: Tokens remain valid as long as your base subscription is active, but they cannot be redeemed for cash or refunded if they remain unused at the time of account termination.

• Bespoke Terms: For Enterprise clients and those utilizing "Talk to Us" custom pricing, the specific refund and termination clauses outlined in your individual Master Service Agreement (MSA) will supersede this general policy.
• Service Level Agreements (SLA): In the event of a significant breach of our 99.9% uptime SLA, service credits may be issued to your account as defined in your contract.

• Recurring Payments: For clients in India, initial payments followed by recurring plans are subject to local digital mandate regulations.
• GST Credits: Refunds, if granted under exceptional circumstances, will be processed with appropriate GST credit notes to ensure tax compliance.