Last updated: on first activation.
Failed generations
If a generation fails on our side (model error, timeout, infrastructure issue), the tokens are automatically refunded to your wallet. You do not need to contact us — the credit appears on your next page load.
Unused tokens
Token packs are one-time top-ups. Unused tokens remain in your wallet indefinitely; tokens do not expire.
For accidental purchases, contact hello@lumengen.online within 14 days of the charge with your order reference. We'll review case-by-case and refund unspent token packs back to the original payment method.
Disputed charges
If you believe a charge was made in error, please email us first — we can usually resolve it within one business day, which is faster than initiating a chargeback. We reserve the right to suspend accounts with fraudulent chargebacks.
Gateway-specific notes
- Stripe / Square: refunds are processed back to the original card and typically clear within 5–10 business days.
- Wise bank transfer: refunds are sent back to the originating account. Provide the original transfer reference when requesting a refund.
Contact
Email hello@lumengen.online with your order reference for any refund-related question.