Refund Policy

Version 1.0 · 27 July 2026

LumiaChatFlow is operated by AXONLUMIA S.R.L. Paid plans are sold by PayPro Global Inc., our authorized reseller and Merchant of Record. Your contract of sale is with PayPro Global, and PayPro Global issues your invoice.

Try before you buy

Every LumiaChatFlow account starts on the Free plan. You can create an agent, add your content, and test real conversations without paying anything. We recommend evaluating the service on the Free plan before upgrading, because of how refunds work below.

When a refund is available

If you have not started using the paid service, you can request a refund. Specifically, if you upgraded to a paid plan and the service has not yet done any work for you — nothing indexed, no agent conversations, no plan credits consumed — contact us. We review every request, and we expect to approve refunds in this situation.

Signing in and looking around does not count as using the service. See "What counts as access has begun" below.

Once you have started using the paid service, the purchase is not refundable. Under EU and UK consumer protection law, the 14-day right of withdrawal does not apply to digital content and services once access has begun. PayPro Global's Terms & Conditions (§2.5) and its Refund Policy both state this:

"this right of withdrawal does not apply to digital content — including software, Software-as-a-Service (SaaS), downloadable files, or other digital products — once access has begun or the content has been downloaded."

What counts as "access has begun"

To keep this objective rather than a judgement call, access has begun when, after the purchase, you first used the paid service — that is, any of:

content was uploaded, crawled, or indexed into a knowledge base;
an agent processed a message, in the dashboard test chat or through an embedded widget;
plan credits were consumed for any reason.

Signing in on its own does not count. If you upgraded and then only signed in and looked around without the service doing any work for you, you have not begun access and can still request a refund.

We determine this from account activity records, and we will tell you which of the above applied when we respond to your request.

Two exceptions

No refund on termination for breach. If we terminate your account for a breach of the Acceptable Use Policy, no refund is due, whether or not you had begun using the service.

Refund if you reject a material change to the Terms. Separately from everything above, if we make a material change to the Terms of Service that disadvantages you and you terminate before it takes effect, we refund the prepaid fees for the unused remainder of your current billing period — even though you had begun using the service. This is the only circumstance in which we refund part of a period you have already started.

No general money-back guarantee

We do not offer a money-back guarantee on paid plans. The Free plan exists so you can evaluate the service fully before you pay.

Cancelling

You can cancel your subscription at any time. Cancellation stops future renewals. Your plan stays active and you keep access until the end of the period you have already paid for. Cancelling does not by itself produce a refund of the current period.

Renewals are not refundable. If you no longer want the service, cancel before the renewal date. The one exception is a material change to the Terms that disadvantages you — see "Two exceptions" above.

How to request a refund

Submit your request through PayPro Global, using their buyer support form, or contact us and we will point you to the right place. PayPro Global's published policy allows refund requests to be submitted for review within 30 days of purchase.
We review every request. Refunds are never automatic, and no money moves before a decision. We aim to approve or decline within 48 hours of being notified.
If approved, PayPro Global issues the refund to your original payment method.

PayPro Global separately retains the right to issue refunds where it is legally or operationally required to do so — for example fraud, chargebacks, payment disputes, or regulatory and card-scheme obligations. Those decisions are not ours to make.

Problems with the service

This policy covers changes of mind. It does not limit your rights if the service is faulty, not as described, or unavailable. If something is not working, contact us first — most issues are resolved without needing a refund at all.

Your consumer rights

Nothing in this policy limits mandatory consumer-protection rights you have under the law of your country of residence. Where those rights give you more than this policy does, they apply.