Política de reembolso de créditos

AI isn’t perfect. Sometimes it misreads a task or delivers something you can’t use. You shouldn’t lose your credits for that. This policy explains when you get an AI job’s credits back by giving back its result.

It covers credits in Lumenwerk. Payments for a subscription are governed by our terms and your statutory rights, which this policy does not limit.

Any AI job that cost credits, for example:

• Autocut AI review, AI zoom planning, AI keywords, Titles & Keywords, AutoScale matching
• Graphics from Lumi Artist and Lumi Builder
• Lumi Architect’s edit plan and Lumi runs
• Sharpening a style with Lumi Stylist
• Transcription (always reviewed, see below)

You’ll find every job in your credit history. Right after a job, the app offers the refund on its own too.

• Chats with Lumi and everything that runs on your computer: they don’t cost credits in the first place.
• Bonus credits we gave you.
• Jobs whose credits were already given back automatically (see below).
• Jobs older than 7 days.
• A job you already asked to refund: each job can be refunded once.

You can ask for a refund up to 7 days after the job, so you have time to actually look at the result in your edit.

Most refunds happen instantly: pick a reason, confirm, and the credits are back in your balance. Each billing month has an allowance for this:

In these cases a person reviews the request, usually within 3 working days:

• the month’s instant refund allowance is used up,
• a single job cost more than 250 credits,
• it’s a transcription.

If the request is approved, the credits come back. If it’s declined, we tell you briefly why.

A refund means you give back the result and won’t use it in your video. Since your video never reaches our servers, we can’t and won’t check this. We trust you.

If an AI job delivers nothing because it fails or a provider is down, you get the credits back automatically. You don’t need to do anything, and it doesn’t count towards the allowance above.

Using refunds systematically to keep results for free defeats the purpose of this policy. In such cases we may turn off instant refunds for an account and only accept reviewed requests. We’ll talk to you first.

Refunded credits go back to your current balance and expire like your other credits at the end of the billing month, following your plan. Credits are not money and are never paid out.

With a refund we store the job (type, time, credits), your reason and your optional note. We use this to handle refunds and to make the AI better. We never receive your video or the result itself. More in the privacy policy.

If we change this policy, the new version applies to jobs from the day of the change. Questions? Write to us at support@lumenwerk.com.