Refund Policy
Effective Date: March 18, 2026 · Last Updated: March 18, 2026
Thank you for purchasing from Lumitone. This Refund Policy applies to all purchases made through lumitone.io.
1. Nature of Products
All Lumitone products are digital goods — specifically, AI-generated recommendation packages delivered either instantly (in-app) or via email. Due to the digital nature of these products, the following refund terms apply.
2. Refund Eligibility
We offer a full refund in the following situations:
2.1 Technical Failure
If you paid for a recommendation package but the Service failed to deliver your recommendations due to a technical error on our end, you are entitled to a full refund. This includes:
- Service outage preventing recommendation generation.
- Payment was processed but no recommendations were delivered.
- Email delivery failure for guest purchases (where the issue is on our end, not your email provider).
- System error resulting in significantly fewer recommendations than the purchased amount.
2.2 Duplicate Charges
If you were charged more than once for the same purchase, we will refund the duplicate charge(s) in full.
2.3 Unauthorized Purchases
If a purchase was made without your authorization, contact us immediately. Upon verification, we will issue a full refund.
3. Non-Refundable Situations
Refunds are generally not provided in cases where:
- Recommendations were successfully delivered but you are dissatisfied with the content or quality of the AI-generated suggestions. AI recommendations are subjective by nature and satisfaction cannot be guaranteed.
- You provided an incorrect email address for a guest purchase and the recommendations were delivered to that address.
- You did not use or view the delivered recommendations.
- Your Spotify or Letterboxd data did not produce the results you expected (e.g., your listening history was limited).
4. Goodwill Refunds
Even in non-refundable situations, we may at our sole discretion offer a partial or full refund, a credit toward a future purchase, or a re-generation of your recommendations. We evaluate these on a case-by-case basis.
5. How to Request a Refund
To request a refund, email us at:
Please include:
- The email address used for the purchase.
- A description of the issue.
- Your Stripe receipt or payment confirmation (if available).
6. Processing Time
- We will respond to refund requests within 5 business days.
- Approved refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your payment provider.
7. EU Consumer Rights
If you are a consumer in the European Economic Area (EEA), you generally have a 14-day right of withdrawal for online purchases. However, under EU Directive 2011/83/EU, Article 16(m), this right of withdrawal does not apply to the supply of digital content (not supplied on a tangible medium) if the performance has begun with the consumer's prior express consent and acknowledgment that the right of withdrawal is thereby lost.
By completing a purchase on Lumitone, you expressly consent to the immediate delivery of digital content and acknowledge that you lose your right of withdrawal once the recommendations are generated and delivered.
Notwithstanding the above, if the digital content is defective or not as described, you retain your full consumer rights under EU law, including the right to a remedy, replacement, or refund.
8. Turkish Consumer Rights
If you are a consumer in Turkey, your rights under the Consumer Protection Law No. 6502 and the Regulation on Distance Contracts are preserved. For digital content delivered immediately, the right of withdrawal may not apply once performance has begun with your consent, but you retain full rights regarding defective or non-conforming goods.
9. Chargebacks
We encourage you to contact us before initiating a chargeback with your bank or payment provider. We are committed to resolving disputes fairly and promptly. Initiating a chargeback without first contacting us may result in suspension of your account.
10. Contact
Lumitone
Email: recs@lumitone.io
Website: lumitone.io