Refund Policy

1. General Principles

LumiOre is committed to fair and transparent billing practices. We recognise that issues may occasionally arise and we aim to resolve legitimate refund requests promptly and fairly, in accordance with the Consumer Protection (Fair Trading) Act (Cap. 52A) of Singapore and the Electronic Transactions Act (Cap. 88).

As a general rule, Subscription fees are non-refundable once a billing period has commenced, except in the specific circumstances described in this Policy. LumiOre offers a 7-day free trial with no credit card required, allowing Parent/Guardians to evaluate the Platform before committing to a paid Subscription.

2. Free Trial

A 7-day free trial is available to new users. No credit card or payment information is required during the trial period. Upon expiry of the free trial, the account will be automatically suspended unless the Parent/Guardian activates a paid Subscription.

Free trial accounts that are not converted to paid Subscriptions are not eligible for any refund, as no payment has been made. LumiOre will send a reminder notification at least 2 days before the trial expires.

3. Subscription Fees

3.1 Non-Refundable Circumstances

The following are not eligible for a refund:

• A new Subscription purchased directly by the Parent/Guardian.
• A Subscription renewal (monthly auto-renewal).
• An upgrade from a lower-tier to a higher-tier plan (e.g., from 1 Subject to 2 Subjects, or from 1 Child to 2 Children).
• Partial months — LumiOre does not provide pro-rated refunds for unused days within a billing period.
• Dissatisfaction with AI-generated content or Learning Profile accuracy, where LumiOre has provided the Services as described.
• Change of mind after the 7-day refund window (see Section 4.3).
• Unused Subscription time following a Parent/Guardian-initiated cancellation.

3.2 Switching Plans

Plan changes (subject changes, adding children, or upgrading) take effect at the next billing cycle. You cannot switch subjects or downgrade your plan mid-cycle. If you wish to change your plan, please contact support@lumiore.ai.

4. Refund-Eligible Circumstances

LumiOre will consider a refund request in the following circumstances:

4.1 Technical Failure

Where a verified technical failure caused solely by LumiOre's systems prevents access to the Platform for more than 72 continuous hours during a paid billing period, the Parent/Guardian may request a partial refund proportionate to the period of verified outage. Scheduled maintenance communicated in advance does not qualify as a technical failure.

4.2 Duplicate Billing

Where the Parent/Guardian has been charged more than once for the same billing period due to a system error, LumiOre will refund the duplicate charge in full.

4.3 Early Cancellation Within 7 Days

Where a refund request is submitted within 7 days of the date of the first paid Subscription charge (not the trial), and the Platform has not been substantially used during that period (as determined by LumiOre's usage records), LumiOre will consider a full refund of the first month's fee. Substantial use is defined as more than 3 paper uploads or more than 5 practice sessions completed.

4.4 Auto-Renewal Disputes

If you were auto-charged due to a renewal or trial conversion that you did not intend, you may submit a refund request within 10 days of the charge date. LumiOre will review such requests on a case-by-case basis. To avoid delays, please do not file a bank dispute before contacting LumiOre, as bank disputes extend the resolution process significantly.

5. How to Request a Refund

All refund requests must be submitted in writing to support@lumiore.ai with the subject line "Refund Request — [Account Email]". Please include:

• The email address associated with your account.
• The date and amount of the charge in question.
• The reason for the refund request.
• Any supporting evidence (e.g., screenshots of technical errors, bank statements).

LumiOre will acknowledge your request within 2 business days and will process eligible refunds within 14 business days of approval. Approved refunds will be credited to the original payment method.

6. Bank and Processing Fees

LumiOre is not responsible for any additional charges, currency conversion fees, or processing fees that your bank or payment provider may apply to the original transaction or to the refund. Please contact your bank directly regarding such charges.

7. Consumer Rights

Nothing in this Refund Policy limits or excludes any rights you may have under the Consumer Protection (Fair Trading) Act (Cap. 52A) of Singapore or any other applicable consumer protection legislation. If you believe LumiOre has engaged in an unfair practice, you may lodge a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or the Competition and Consumer Commission of Singapore (CCCS).

8. Changes to This Refund Policy

LumiOre reserves the right to amend this Refund Policy at any time. Material changes will be communicated via email or Platform notice at least 14 days before taking effect. This Policy applies to Subscription fees charged on or after the Effective Date stated above.

9. Contact