Refund Policy

1. 14-Day Free Trial

Every new LuminaEHR account starts with a 14-day free Professional trial. No credit card is required. During the trial, you have full access to Professional-tier features so you can evaluate the Service before committing to a paid plan.

Since no payment is collected during the trial, no refund is applicable for the trial period.

2. 30-Day Money-Back Guarantee

If you subscribe to a paid plan (Basic, Professional, or Enterprise) and are not satisfied, you may request a refund within 30 days of your first payment. This applies to both monthly and annual subscriptions.

3. How to Request a Refund

To request a refund:

1. Visit our Contact page and submit a refund request, or email us directly.
2. Include your account email address and the reason for the refund (optional but helpful).
3. We will process your request within 5 business days.
4. Refunds are issued to the original payment method.

Processing times for the refund to appear in your account depend on your payment provider (typically 5-10 business days after we process the refund).

4. Cancellation

4.1 Monthly Subscriptions

You may cancel your monthly subscription at any time. When you cancel:

• Your subscription remains active until the end of your current billing period
• You will not be charged for the next billing period
• Your account reverts to the Free tier after the current period ends
• Your locally stored data remains on your devices and is not affected

4.2 Annual Subscriptions

Annual subscriptions can be cancelled at any time. Upon cancellation:

• Your subscription remains active until the end of the annual billing period
• If within the first 30 days, you are eligible for a full refund (see Section 2)
• After 30 days, contact us to discuss pro-rated refund options

5. Plan Changes

5.1 Upgrades

When you upgrade to a higher-tier plan, the price difference is applied immediately and prorated for the remainder of your billing period.

5.2 Downgrades

When you downgrade to a lower-tier plan:

• The change takes effect at the start of your next billing period
• You retain access to your current plan's features until the period ends
• No partial refund is issued for the current billing period

6. What Happens to Your Data

LuminaEHR is an offline-first platform. Regardless of cancellation or refund:

• Your clinical data stays on your devices. We never stored it on our servers, so cancellation does not affect it.
• You can continue to use the Free tier indefinitely with basic features.
• You can export your data via FHIR R4 at any time before, during, or after cancellation.
• P2P sync and premium features will be disabled when your subscription ends.

7. Exceptions

Refunds may not be available in the following circumstances:

• Account termination for Terms violations: If your account is terminated due to a violation of our Terms of Service, no refund will be issued.
• Chargebacks: If you initiate a chargeback with your payment provider instead of contacting us for a refund, we reserve the right to suspend your account pending resolution.
• Free plan: The Free tier is free of charge; no refund applies.

8. Payment Gateway Policies

Payments are processed through third-party gateways (Paddle, Stripe, PayPal, or Lemon Squeezy). Refunds are subject to the policies of the applicable payment gateway. In some cases, gateway transaction fees may not be refundable. We will absorb these fees whenever possible.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. Material changes will be communicated via email at least 30 days in advance.

10. Contact Us

For refund requests, questions, or concerns about this policy:

• Submit a request via our Contact page
• Visit: lumina.iotsoftworks.com