Refund FAQ

Lomio's refund policy is designed to be fair and practical. This page explains when refunds are available, how to request one, and what happens to your credit balance.

Subscription refunds

New subscriptions

If you subscribed to a paid plan and have not meaningfully used the platform (no generation tasks completed, no credits consumed beyond what was included in a free trial), you may request a full refund within 7 days of the subscription start date.

Renewals

Monthly plan renewals are generally non-refundable once the new billing period has begun, because the monthly credit allocation is provisioned immediately at renewal. If you forgot to cancel before renewal, contact support promptly — we review these on a case-by-case basis and may issue a prorated refund if your usage in the new period is minimal.

Annual plans

Annual plans may be refunded on a prorated basis for unused months if you cancel within 30 days of purchase and your usage has been minimal. After 30 days, annual plan fees are non-refundable but the plan remains active until the end of the annual term.

Credit pack refunds

Purchased credit packs are non-refundable once any credits from the pack have been consumed. If you purchased a credit pack and have not yet used any of the credits, contact support within 14 days of purchase to request a refund.

Reason: credit packs are immediately added to your balance and may be partially consumed by background tasks. Once consumed, the AI compute cost has already been incurred and cannot be recovered.

What is not eligible for a refund

• Credits consumed by successfully completed generation tasks — even if you are unhappy with the quality of the output. AI generation produces probabilistic results; quality varies and this is expected behavior.
• Credits consumed by tasks you triggered but later decided not to use.
• Subscription fees for periods already in progress beyond the refund windows described above.
• Promotional or bonus credits — these have no monetary value and are not refundable.
• Accounts that have been suspended for policy violations.

Refunds for platform errors

If a generation task fails due to a confirmed Lomio platform error (verified by our engineering team), any credits consumed by that task are automatically refunded to your workspace balance. You do not need to contact support for this — the system handles it automatically.

If you believe credits were incorrectly charged for a task that should have been free (e.g. the task failed but credits were still deducted), contact support with the task ID from the Generation History panel. We will investigate and credit your balance if a system error is confirmed.

How to request a refund

1. Locate your invoice or transaction reference in Workspace Settings → Billing → Invoices.
2. Email support@lomio.art with the subject line: Refund Request — [your workspace name].
3. Include: your workspace name, the transaction reference, the amount paid, and a brief explanation of the reason for the refund request.
4. Our team will respond within 2 business days to acknowledge receipt and begin review.

How refunds affect your credit balance

When a subscription or credit pack refund is approved:

• Any credits from the refunded purchase that remain unused in your balance are removed immediately.
• Credits already consumed are not reversed — the refund covers only the monetary value of the unused portion.
• Your subscription is downgraded (for subscription refunds) or the credit pack is removed from your account at the time the refund is issued.

If removing credits causes your balance to go negative, your account will be restricted from new generation tasks until the balance is restored by purchasing new credits.

Refund processing time

Once a refund is approved by the Lomio support team:

• Creem processes the refund and initiates the return to your payment method, typically within 1–3 business days.
• Depending on your bank or card issuer, the funds may take an additional 5–10 business days to appear on your statement.
• You will receive a refund confirmation email from Creem when the refund is processed.

Chargebacks

If you initiate a chargeback with your bank or card issuer before contacting Lomio support, your workspace will be suspended pending investigation. We strongly recommend reaching out to support first — most billing issues can be resolved quickly without the complexity and delays a chargeback introduces.