Lumee Refund Policy

Lumee's membership subscriptions and add-ons are virtual digital services / digital content; no physical goods are shipped. Please read this Policy before purchasing. It applies together with our Terms of Service and Privacy Policy.

1. Digital nature

Subscriptions are virtual digital services usable immediately after purchase. Once activated and actually used (e.g. the billing period has begun, or "listen to them speak" voice-playback credits have been consumed), payments are generally non-refundable — except as provided by the 7-day satisfaction refund and the deceased-voice cooling-off window below, and by mandatory consumer law.

2. Cancel your subscription anytime

You can cancel anytime under "My Account — Membership." After cancellation:

• you are not charged for the next billing cycle;
• your current paid period stays valid until it expires, without a pro-rata refund (unless otherwise stated here or required by law).

3. 7-day satisfaction refund

So you can try with confidence, we offer a 7-day refund window:

• For your first subscription to a given tier, within 7 days of the charge, if you have barely used the benefits (e.g. consumed no more than a small number of voice credits), you may request a full refund;
• If you have consumed a substantial number of voice credits, or completed core benefits such as voice cloning through the subscription, this counts as substantial use and falls outside the satisfaction refund;
• Renewals (not your first purchase) are not covered here, but you can still cancel renewal anytime (Section 2) and request case-by-case exceptions (Section 5).

4. Deceased-voice "keepsake buyout" · 3-year keepsake service term + 7-day cooling-off window

"Remembrance / deceased-voice" keepsake benefits purchased as a one-time buyout grant a 3-year keepsake service term starting from the date of purchase (not lifetime, not permanent) — during which you may listen to their voice and talk with them in-app at any time. When the 3-year service term expires, this keepsake service ends, and you may purchase a renewal at that time to keep listening. The buyout is an in-app listening service right, not ownership of an audio file; to prevent abuse, deepfakes and voice-rights infringement, the cloned synthesized audio cannot be exported or downloaded.

Given the emotional sensitivity of this purchase, we offer a 7-day cooling-off window:

• Within 7 days of purchase you may cancel and receive a full refund, no reason required;
• Requesting the refund means you give up that buyout benefit, and we will delete the corresponding cloned voice and any content generated from it;
• After 7 days, or if you have made substantial use of that voice within the window, the buyout fee is non-refundable.

We understand decisions involving someone who has passed are often made in a moment of grief. This window is here to give you room to reconsider.

5. EU / UK statutory right of withdrawal

If you are a consumer in the EU or UK, you normally have a 14-day right to withdraw from a digital-content purchase. Where you ask us to begin providing the digital service immediately and expressly acknowledge that you lose the right of withdrawal once performance has begun, that statutory right ends when the service starts. Our 7-day satisfaction refund (Section 3) is offered in addition to, and does not reduce, any mandatory rights you have under local law.

6. Case-by-case exceptions

Contact us and we will review and refund in cases such as:

• Duplicate charges for the same order;
• Service entirely unavailable due to a technical failure on our side;
• Clearly accidental purchase where the benefits are unused.

7. Add-on credit packs

Add-on credit packs (e.g. +55 / +110 voice credits) are consumable, delivered instantly and non-refundable (except where required by law).

8. Consultations

For booked human-counselor sessions: if a session cannot be connected, we will arrange a refund or reschedule.

9. Purchases through app stores

If you subscribed through the Apple App Store or Google Play, refunds may be governed by that store's own refund rules and process. You may also contact us first and we will do our best to help.

10. How to request a refund

For refund requests and disputes, email hi@mylumee.cn with your account and order details; we respond within a few business days. Nothing in this Policy excludes or limits your statutory consumer rights.