Refund & Dispute Policy

1. General Refund Policy

At Relumia, we strive to provide the best AI-powered photo restoration and enhancement service. Due to the nature of our digital service and the immediate delivery of credits, we have the following refund policy:

1.1 Credit Purchases

• Credits are generally non-refundable once purchased and added to your account
• Credits are delivered instantly upon successful payment
• Credits never expire and remain in your account for future use
• All credit packages are considered final sales

1.2 Exceptions

We may provide refunds in the following circumstances:

• Technical errors: If credits were not properly added to your account due to a system error
• Duplicate charges: If you were accidentally charged multiple times for the same purchase
• Unauthorized transactions: If your payment method was used without your authorization
• Service failure: If our service was completely unavailable and you were unable to use purchased credits
• Legal requirements: Where refunds are required by applicable consumer protection laws

2. Refund Request Process

2.1 How to Request a Refund

If you believe you are entitled to a refund, please contact us within 14 days of your purchase:

• Email: mikebdengineer01@gmail.com
• Subject: Refund Request - [Your Order Number or Email]

2.2 Required Information

Please include the following in your refund request:

• Your account email address
• Transaction date and amount
• Payment method used
• Detailed explanation of why you are requesting a refund
• Any supporting documentation (screenshots, error messages, etc.)

2.3 Review Process

• We will review your refund request within 3-5 business days
• You will receive an email confirmation acknowledging your request
• We may request additional information to process your refund
• Refund decisions are made at our sole discretion, except where required by law

2.4 Refund Timeline

If your refund is approved:

• Refunds are processed within 5-7 business days of approval
• Refunds are issued to the original payment method used for the purchase
• Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account
• You will receive an email confirmation when the refund is processed

3. Dispute Resolution

3.1 Before Filing a Dispute

We strongly encourage you to contact us directly before initiating a chargeback or dispute with your payment provider. Most issues can be resolved quickly through direct communication.

3.2 Chargeback Policy

• Filing a chargeback without contacting us first may result in immediate account suspension
• We will provide all transaction documentation to your payment provider
• If a chargeback is found to be invalid, you may be responsible for chargeback fees
• Fraudulent chargebacks may result in permanent account termination

3.3 Dispute Communication

For any billing disputes or concerns:

1. Contact us first at mikebdengineer01@gmail.com
2. Provide detailed information about the dispute
3. Allow us 3-5 business days to investigate and respond
4. We will work with you to find a fair resolution

4. Service Quality Issues

4.1 Unsatisfactory Results

If you are not satisfied with the AI-generated results:

• Credits are not refunded for subjective quality preferences
• AI results may vary and are not guaranteed to meet all expectations
• You can try different prompts or settings with your remaining credits
• We provide examples and descriptions to set appropriate expectations

4.2 Technical Failures

If a generation fails due to technical issues:

• Credits are automatically refunded for failed generations
• You can retry the generation at no additional cost
• Contact support if credits were not refunded for a technical failure

5. Cancellation Policy

5.1 No Subscriptions

• Relumia operates on a pay-as-you-go credit system
• There are no recurring subscriptions or automatic renewals
• You only pay when you choose to purchase additional credits
• No cancellation is necessary as there are no ongoing charges

5.2 Account Closure

• You may close your account at any time
• Closing your account does not entitle you to a refund for unused credits
• Unused credits will be forfeited upon account closure
• Account closure is permanent and cannot be reversed

6. Consumer Rights

6.1 Your Legal Rights

This refund policy does not affect your statutory rights under applicable consumer protection laws. Depending on your location, you may have additional rights:

6.2 EU/UK Consumers

• You may have a right to withdraw from purchases within 14 days under the Consumer Rights Directive
• However, by using credits immediately after purchase, you acknowledge that you waive this right for that portion of the service
• Unused credits may be eligible for refund within the 14-day period

6.3 Australian Consumers

• Our services come with guarantees that cannot be excluded under Australian Consumer Law
• You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage

6.4 US Consumers

• State-specific consumer protection laws may apply
• Contact us if you believe your state law provides additional refund rights

7. Promotional Credits and Bonuses

• Promotional credits or bonuses are provided at our discretion
• Promotional credits have no cash value and cannot be refunded
• Promotional credits may have expiration dates or usage restrictions
• Terms of specific promotions will be clearly stated at the time of offer

8. Contact Information

For any questions about our refund policy or to request a refund, please contact us:

9. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify users of material changes via email or through the Service. Your continued use of the Service after changes constitutes acceptance of the updated policy.

Effective Date: This Refund Policy is effective as of November 9, 2025.