Refund Policy

When we refund

• Within 14 days, unused: credit from a top-up you haven't spent any of, if you ask within 14 days of paying.
• Paid by mistake: a duplicate payment, a payment to an invoice that had expired, or a payment that arrived after you deleted your account.
• Overpaid: if you paid more than you meant to, the extra (we credit it to your account automatically) is refunded on request within 30 days, as long as it hasn't been spent.
• We couldn't serve you: credit spent on requests that failed because of a fault on our side.
• We close your account for a reason that isn't a breach of our terms, or stop offering the service: all unused credit.
• A change to our terms you don't accept: credit bought in the 30 days before the change was announced, if you delete your account before it takes effect.

When we don't

• Credit that has been spent on requests, including requests made with a key that was leaked or shared.
• Unused credit after the 14 days above, except in the other cases listed.
• Credit left on an account you delete yourself.
• Accounts closed for breaking our terms.

How to ask

Email [email protected] from the address on your account, with your username, the invoice ID (shown under Payments on your Billing page) and an address for the refund in the coin you paid with. For a payment that arrived after you deleted your account, send the invoice ID or the payment's transaction ID instead, from any address. We reply within 5 business days.

How refunds are paid

• Refunds are paid in the coin you paid with to the address you give us, for the US dollar amount being refunded, converted at the exchange rate on the day we send it. The network fee for sending it is taken from the amount.
• A refund takes the refunded credit off your balance first, so it can't be spent twice.
• Refunds below $1 aren't sent, because the network fee would take most of them.

Contact

Lunomi is based in California, United States. Questions about this page: [email protected].