Lumen
Sign in

Cancellation Policy

Last updated: 22.10.2026

This Cancellation Policy explains how you can cancel a purchase, stop using Lumen and close your account. Lumen is operated by Bruo Systems Limited, 2c Grangegorman Lower, Smithfield, Dublin, Ireland (Reg. 765033). It should be read together with our Terms of Service, Payment Policy and Refund Policy, and it does not affect any statutory consumer right you have.

No subscription

Lumen does not use subscriptions, memberships or recurring billing. You pay only when you confirm a credit purchase, so there is no plan to cancel, no renewal date and no automatic charge.

Stopping at any time

You can stop using Lumen whenever you like. You do not need to tell us, and nothing further is charged. Credits you have bought stay on your balance while your account is open.

Cancelling a credit purchase

If you are a consumer in the EU or the UK, you can cancel a credit purchase within 14 days of the day it is confirmed by exercising your statutory right of withdrawal. To do so, email studio@lumen.deals from your account email and say which purchase you are cancelling.

  • If you have not used any credits from that purchase, we refund it in full.
  • Once you have started a render with credits from that purchase, the right of withdrawal has ended for that purchase, because you asked us to start supplying the credits by using them.

Refunds go back to the card you paid with. The Refund Policy sets out the full rules, including what happens after the 14 days.

Cancelling a render

A render is sent to the model provider as soon as you press Generate, so a render in progress cannot be cancelled from the Service. If a render fails or is cancelled, for any reason, including when a model's safety filter stops it, the credits charged for it are returned to your balance automatically.

Cancelling a specialist hire

When you hire a specialist, the price in credits is taken from your credit balance at the moment you hire and held for that hire; nothing is charged to your card. The held credits are released to the specialist when you accept the delivery, or when it is accepted automatically 7 days after delivery. The full price is returned to your credit balance if you cancel before the specialist accepts, if the specialist declines or withdraws, or if nobody accepts the hire within 72 hours. If you open a dispute, the Lumen team decides within 5 business days and returns anywhere from none to all of the price to your credit balance as credits. The Terms of Service (/legal/terms) explain how hires work.

Cancelling a payment

If you close the checkout before your payment is confirmed, or your bank declines it or the 3D Secure check is not completed, the purchase is not completed: no credits are added and you are not charged. Any temporary hold your bank placed is released under its normal process.

Closing your account

You can delete your account at any time from Settings. Deleting it is immediate and permanent:

  • your access to Lumen ends
  • your renders, uploaded reference images and conversations are removed from your account
  • your credit ledger, orders and invoices are deleted
  • records of specialist hires and payouts are kept as long as accounting law requires, no longer linked to your account (the Privacy Policy, /legal/privacy, explains what is kept)
  • any credits left on your balance are lost

If you want a refund of an eligible purchase, ask for it before you delete your account, because after deletion we can no longer identify the purchase. You can also download a copy of your account data from Settings before you delete it.

Cancellation by us

We may suspend or close an account where you materially breach our Terms of Service, where the law requires it, or to protect Lumen and its users. If we close your account and you hold credits that are eligible for a refund, we refund them in line with the Refund Policy and applicable law.

Changes to this policy

We may update this policy from time to time. When we do, we change the "Last updated" date above.

Contact

Email studio@lumen.deals to cancel a purchase, close your account or ask for help.