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Refund Policy

Last updated: 22.10.2026

This Refund Policy explains when and how you can get your money or your credits back on Lumen, 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 Cancellation Policy. Nothing in this policy limits any statutory consumer right you have.

How credits work

Lumen is prepaid. You buy credits, either as a pack (Starter, Studio or Atelier) or as a custom top-up, and each image you render uses credits. The number of credits a render uses depends on the render tier you choose, and it is shown on the Generate page before you start the render. There is no subscription, so nothing renews and nothing is charged automatically.

Failed renders

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. You do not need to contact us, and you are never charged credits for an image you did not receive.

Specialist hires

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.

Your 14-day right of withdrawal

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a credit purchase within 14 days of the day the purchase is confirmed, without giving any reason. This right comes from consumer law, not from our goodwill.

To withdraw, tell us before the 14 days end: email studio@lumen.deals from your account email and say which purchase you are withdrawing from. A clear statement is enough; you do not need a form. We refund you within 14 days of receiving your notice, to the card you paid with, and we charge no fee for it.

If you use credits within the 14 days

Credits are digital content. They are added to your balance as soon as your payment is confirmed, and they are used when you start a render. If you start a render within the 14-day withdrawal period, you expressly ask us to begin supplying that digital content before the period ends, and you acknowledge that you lose the right of withdrawal for that purchase. What that means in practice:

  • No credits from the purchase used. Within the 14 days you can withdraw and we refund the purchase in full.
  • You have started using credits from the purchase. The right of withdrawal has ended for that purchase, because supply began at your express request.
  • More than 14 days after the purchase. The right of withdrawal no longer applies, whether or not the credits were used, and credits are not refundable for change of mind.

The right of withdrawal is a consumer right: it does not apply to credits bought for a business.

What is not refundable

  • credits already used on renders that completed successfully
  • a completed render that did not match what you had in mind, since images come from third-party AI models and cannot be guaranteed; you can adjust your prompt or tier and render again
  • purchases where we reasonably conclude that the request is fraudulent or abusive

Your rights in respect of a faulty service are separate from the right of withdrawal and are not affected by any of the above. If you believe a completed render reflects a genuine fault in Lumen rather than a model limitation, email us and we will review it.

How to request a refund

Email studio@lumen.deals from the email address on your account. Tell us which purchase the request is about; the invoice number from your Invoices page helps us find it. We aim to respond within 5 working days, and we may need to confirm that the purchase is yours before we refund it.

Request any refund before you delete your account. Deleting your account permanently removes your credit ledger, orders and invoices, so after that we can no longer identify the purchase.

How refunds are paid

A refund of a credit purchase goes back to the card used for the original purchase, in the currency you paid in; we do not refund a purchase by any other method. Credits for a failed render or a specialist hire are not refunded to your card: they are returned to your credit balance as credits, as described in "Failed renders" and "Specialist hires" above. How long the refund takes to appear on your statement depends on your bank or card issuer.

Changes to this policy

We may update this policy from time to time. When we do, we change the "Last updated" date above. A change does not affect a refund right that already applies to a purchase you have made.

Contact

Email studio@lumen.deals for any refund request or question.