Before anything else: you cannot be charged by accident
Lumo’s 14-day free trial does not ask for a payment card. Nothing is charged during the trial, and it does not turn into a paid subscription on its own. You are only charged after you deliberately subscribe.
Money-back window
If you subscribe and change your mind, email support@lumomusic.app within 14 days of the charge and we will refund it in full. You do not have to give a reason.
This applies to:
- your first subscription payment, monthly or yearly;
- a renewal charge, if you contact us within 14 days of that charge.
How to request a refund
Write to support@lumomusic.app from the email address on your account, and mention:
- the email address of your Lumo account;
- roughly when you were charged;
- whether you also want the subscription cancelled (usually yes — see the Cancellation Policy).
We reply to refund requests within 2 days. Once approved, the refund is issued by PayPro Global, Inc. (“PayPro Global”), our authorised reseller and merchant of record, back to the payment method you used. Your bank usually shows it within 5–10 business days.
You can also contact PayPro Global directly using the details on your purchase receipt — they process the payment and can handle the refund on their side. Where PayPro Global’s own buyer protections are broader than this policy, you may rely on them.
What happens to your access
When a refund is issued, the paid subscription ends and access to lessons, pieces and challenges stops. Your account and your learning progress stay intact — your XP, streak history and completed lessons are still there if you come back later.
Exceptions
We may decline a refund where:
- the request comes after the 14-day window (though we would rather you write to us anyway — see below);
- the account is being refunded repeatedly across successive billing periods, which we treat as using refunds as free access;
- the account was terminated for a serious breach of the Terms of Service, such as account sharing or attempts to bypass payment.
Outside the window
If something went wrong — the service was broken for you, you were charged twice, you meant to cancel and forgot — write to us anyway. We are a one-person company and we would much rather sort it out by email than have you dispute the charge with your bank. Refunds outside the stated window are at our discretion, and in practice we are reasonable.
Your statutory rights
Nothing here limits the consumer rights you have under the law of the country where you live, including any statutory right to withdraw from a purchase.
Contact
Individual Entrepreneur Vadym Chukhniuk
Ukraine
support@lumomusic.app
Payments and refunds are processed by PayPro Global, Inc. (PayPro Global) as authorised reseller and merchant of record.