Refunds Policy

Effective Date: October 1, 2024

This Refund Policy outlines how Lumiotech Private Limited ("Company", "we", "us", "our") handles refunds for our services. This policy is governed by applicable Indian laws and regulations regarding digital services and financial transactions.

1. General Refund Terms

Our refund policy is based on the following principles:

• Subscription services are generally non-refundable
• Refunds may be issued in specific circumstances as outlined in this policy
• All refund requests are evaluated on a case-by-case basis
• Refund decisions consider service usage and circumstances
• Processing fees and taxes may not be refundable

2. Platform-Specific Refund Policies

2.1 lumioNova

For the business intelligence platform:

• 14-day refund window for new annual subscriptions
• Pro-rated refunds for unused prepaid services
• No refunds for monthly subscriptions after service activation
• Full refund if service is not accessible due to technical issues

2.2 lumioWhisper

For the AI assistant platform:

• 7-day refund window for new subscriptions
• Usage-based refunds for unutilized credits
• No refunds for consumed AI processing credits
• Pro-rated refunds for service unavailability

2.3 lumioCapital

For the financial platform:

• 30-day refund window for annual plans
• No refunds for transaction processing fees
• Pro-rated refunds for unused premium features
• Full refund for implementation failure

2.4 lumioSentry

For the defense platform:

• Custom refund terms as per contract agreements
• Project-based refund evaluation
• No refunds for deployed security services
• Pro-rated refunds for service termination

3. Eligible Refund Circumstances

Refunds may be issued in the following cases:

• Service unavailability exceeding SLA guarantees
• Technical implementation failures on our part
• Duplicate or erroneous charges
• Non-delivery of promised features
• Platform incompatibility issues
• Regulatory compliance requirements

4. Non-Refundable Items

The following are not eligible for refunds:

• Used or partially used services
• Processing fees and transaction charges
• Implementation costs after service activation
• Custom development charges
• Training and support services rendered
• Third-party integration costs

5. Refund Process

To request a refund:

• Submit a refund request through the customer portal
• Provide necessary documentation and justification
• Allow up to 7 business days for review
• Receive decision notification via email
• Approved refunds processed within 10 business days

6. Refund Methods

Approved refunds will be processed:

• To the original payment method within 7 business days
• Through bank transfer for large amounts
• As service credits when preferred
• Following applicable banking regulations
• In the original currency of payment

7. Service Credits

As an alternative to monetary refunds:

• Service credits may be offered at higher value
• Credits valid for 12 months from issuance
• Credits transferable between platforms
• Credits non-convertible to cash
• Credits may be used for upgrades

8. Disputes and Escalation

For refund disputes:

• Submit a formal dispute within 30 days
• Provide additional documentation if requested
• Escalation to senior management available
• Final decision within 15 business days
• Legal remedies as per Terms of Service

9. Policy Modifications

We reserve the right to:

• Update this policy as needed
• Provide 30 days notice for material changes
• Apply new terms to future transactions
• Honor existing refund requests under prior terms

10. Contact Information

For refund-related inquiries: