Refund Policy

1. Overview

This Refund Policy forms part of our Terms of Service. At Lucidpic, we want you to be satisfied with our Service. This policy explains when refunds are available and how to request them.

2. Consumer Rights (UK/EU)

14-Day Cooling-Off Period: Under the Consumer Contracts Regulations 2013, UK/EU consumers have 14 days from purchase to cancel distance contracts.

Important: If you request immediate access to digital content at checkout, you waive your right to cancel once supply begins. We obtain your express consent and acknowledgement of this at checkout.

Consumer Rights Act 2015: You have statutory remedies for digital content not of satisfactory quality, fit for purpose, or as described. Nothing in this policy excludes these rights.

3. Credit Packages

Within 14 Days:

• Unused credits: May be refunded at our discretion
• Used credits: Non-refundable once consumed
• Request via hello@lucidpic.com with order details

After 14 Days:

• Refunds only where required by law
• Service failures or quality issues may be considered

4. Subscriptions

Cancellation: You can cancel your subscription anytime through your account settings. Access continues until the end of the current billing period.

Refunds:

• We do not refund partially used subscription periods
• Exception: Material service failure on our side
• Exception: Where required by law

Auto-Renewal: Subscriptions automatically renew unless cancelled before the end of the billing period.

5. Custom Model Training

Custom AI model training services are non-refundable once processing begins due to the computational resources consumed. Refunds may be available if:

• Training fails due to our technical issues
• We cannot deliver the trained model
• Service not as described

6. Grounds for Refund

We may provide refunds for:

• Technical failures preventing service use
• Billing errors or unauthorized charges
• Service significantly not as described
• Where required by law

We do not provide refunds for:

• Change of mind after using credits
• Dissatisfaction with AI output quality (subjective)
• Violations of our Terms resulting in account termination
• Force majeure events

7. How to Request a Refund

Statutory Timeframes: Where the Consumer Contracts Regulations apply, we reimburse due amounts within 14 days of a valid cancellation (or, where applicable, upon receipt of evidence of return). If you requested immediate supply of digital content and acknowledged the loss of the cancellation right, the CCR cancellation right does not apply once supply begins.

To request a refund:

1. Email hello@lucidpic.com
2. Include:
   • Your account email
   • Order/transaction ID
   • Purchase date
   • Reason for refund request
3. We will acknowledge receipt within 2 business days
4. Decision provided within 5 business days
5. For valid Consumer Contract Regulation cancellations: refund within 14 days
6. For other approved refunds: processed within 5-10 business days

8. Payment Method

Refunds are issued to the original payment method:

• Credit/debit cards: 5-10 business days
• PayPal: 3-5 business days
• Bank transfers: 10-15 business days

Processing times depend on your payment provider.

9. Chargebacks

Before initiating a chargeback with your payment provider, please contact us. Chargebacks may result in:

• Account suspension pending resolution
• Additional fees if chargeback is reversed
• Permanent account termination for fraudulent claims

10. Disputes

If you disagree with our refund decision:

• Request escalation to management
• Provide additional information supporting your claim
• UK consumers may contact Citizens Advice or Trading Standards
• EU consumers may use the EU Online Dispute Resolution platform

11. Changes to This Policy

We may update this policy. Changes apply to purchases made after the update date. Check the "Last updated" date above.

12. Contact Us

For refund requests or questions:

• Email: hello@lucidpic.com
• Address: Lucid Technology Labs, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom