Refund & Cancellation Policy

01Who you are buying from#

Purchases are made from Paddle.com Market Limited ("Paddle"), our authorised reseller and merchant of record — not directly from us.

This means:

• Paddle is the seller for your transaction and issues your invoice or receipt.
• "Paddle" or "Paddle.net" may appear on your card or bank statement rather than "StreamLumo". This is expected and is not an unrecognised charge.
• Paddle handles payment processing, tax, and billing support.
• Your purchase is also subject to Paddle's buyer terms.

You can raise a refund request with either us or Paddle. Either route works, and we would prefer you start with us — see §9.

02Free trial#

Paid plans may include a 7-day free trial. During the trial:

• You are not charged.
• You may cancel at any time from your account settings, with no charge and no obligation.
• If you do not cancel before the trial ends, your plan begins and the first payment is taken automatically at the price shown when you signed up.

The trial length and the date your first payment falls due are shown when you sign up. One trial per person or organisation.

03Subscriptions — 14-day refund#

If you request a refund within 14 days of your first payment for a plan, we will refund it in full. You do not need to give a reason.

This applies to your first payment on a plan, whether monthly or annual, and whether or not the plan followed a trial.

To request one, see §9.

04Cancelling a subscription#

You may cancel at any time from your account settings.

• Cancellation stops the next renewal. It is not a refund of the period you are currently in.
• You keep full access until the end of the period you have already paid for. We do not cut access off at the moment you cancel.
• After that date, your plan reverts to the free tier. Paid features stop; your account and your locally stored work are unaffected.

Outside the 14-day window in §3, payments for a current period are not refunded pro-rata when you cancel — you have had access to the service for that period. This does not affect §7 or §8.

Renewals

Subscriptions renew automatically until cancelled. Your renewal date is shown in your account settings, and Paddle emails you a receipt for every payment. We will give you notice before any price change takes effect.

If a subscription renewed and you did not intend it to, tell us — see §9. We would rather sort that out than have you dispute the charge.

05Cloud usage and add-ons#

Some plans include an allowance of cloud usage — streaming relay, cloud recording storage and similar metered resources.

Usage you have already consumed is not refundable, because the underlying capacity has been used and cannot be recovered. Where you purchase additional usage as an add-on, the same applies to the portion consumed; any wholly unused portion is refundable within 14 days of purchase.

Allowances and their limits are shown at the point of purchase and on the pricing page.

06One-time purchases (overlay packs and similar)#

Individually purchased items such as overlay packs are refundable within 14 days of purchase, unless you have both:

• expressly asked us to make the item available to you immediately, and
• acknowledged at checkout that by doing so you lose the right to withdraw.

Where you have done both and the item has been made available, the purchase is not refundable. We ask for this consent explicitly at checkout — it is never assumed, and it is never buried in these terms.

If the item does not work as described, §7 applies instead.

07If something is faulty#

The 14-day window in §3 is a no-questions-asked right, not the limit of your remedies.

If the Service is faulty, not as described, or does not do what we said it would, tell us at support@streamlumo.com at any time. We will try to fix it. Where we cannot fix it within a reasonable time, you may be entitled to a refund or a price reduction under the law that applies to you, and we will honour that. See §8.

08Your statutory rights#

Nothing in this policy limits or removes any refund, cancellation or withdrawal right you have under the consumer law of your country. Where your local law gives you a stronger right than this policy, that right applies.

European Economic Area and United Kingdom. If you are a consumer, you generally have a 14-day right of withdrawal from a distance contract.

• For subscriptions to our cloud services, this right applies and you cannot be asked to waive it. If you asked us to start the service during the withdrawal period, we may charge you a proportionate amount for what you used before you withdrew.
• For one-time digital items delivered immediately, the right may be waived — but only where you gave express consent and acknowledged the loss of the right, as described in §6.

India. If you are a consumer resident in India, your rights under the Consumer Protection Act, 2019 are unaffected, including your right to approach a consumer commission.

United States. Some states provide additional cancellation rights for automatically renewing subscriptions. Where they apply, we honour them.

09How to request a refund#

Email support@streamlumo.com with the email address on the account and the approximate date of payment. You may also request a refund directly from Paddle using the link on your invoice.

• We answer as quickly as we can, normally within a few business days.
• Approved refunds are returned by Paddle to the original payment method. Your bank or card issuer usually posts it within 5–10 business days; that part is outside our control.
• Refunds are made in the currency of the original payment. Where your bank applies a conversion or fee, we cannot reimburse that.

10Chargebacks#

Please contact us before disputing a charge with your bank. A refund is almost always faster than a chargeback, and we will refund anything covered by this policy without argument.

Where a chargeback is raised without contacting us first, we may suspend the account while the dispute is resolved. This is not a penalty — it is to prevent continued use of a service that is not being paid for while the matter is open. Once resolved, access is restored or the account is closed as appropriate.

11When we will not refund#

We will not refund where:

• the account was terminated by us for breach of the Terms of Service or the Acceptable Use Policy;
• the refund is requested for a period already consumed and outside the 14-day window, except where §7 or §8 gives you a right;
• the request relates to cloud usage already consumed (§5); or
• the request is repeated abuse of this policy across multiple accounts.

None of the above limits your statutory rights under §8.

12Changes to this policy#

We may update this policy. Changes apply to purchases made after the new version takes effect and never retroactively reduce a right in respect of a purchase you have already made. The current version, with its effective date, is always at /refund.

13Contact#

StreamLumo is operated by Talluri AI Labs LLP, Karnataka, India. Purchases are made from Paddle.com Market Limited as merchant of record.