Refund Policy

We are committed to responding to all refund inquiries within 3 business days.

If we do not respond within this timeframe, our payment partner Creem may issue a refund on our behalf to ensure customer satisfaction.

For the fastest response, please include your order ID and account email in your request.

Unused credit packs may be eligible for refund under the following conditions:

Within 14 days of purchase and no videos have been generated using those credits.

Technical issues prevented you from using the service and we cannot resolve them.

Accidental duplicate purchase (verified through our system).

Credits that have been partially or fully used are not eligible for refund.

For monthly and yearly subscriptions:

You can cancel at any time to prevent future charges. Cancellations take effect at the end of the current billing period.

We do not offer prorated refunds for partial months of unused service.

If you cancel before a new billing period begins, you will not be charged for the next period.

Annual subscriptions may be eligible for refund within 14 days of purchase if no credits have been used.

If a video generation fails due to technical issues on our end:

Credits used for that generation are automatically returned to your account.

This happens automatically within our system; no refund request is needed.

If you notice credits were not returned after a confirmed failure, please contact support.

The following are generally not eligible for refunds:

Credits that have been used (partially or fully).

Services already rendered and delivered.

Unused portion of a subscription period after cancellation.

Promotional credits or bonus credits.

Account suspensions resulting from policy violations.

To request a refund, please follow these steps:

Send an email to support@lumina-runway.art from your registered email address.

Include your order ID (found in your purchase confirmation email).

Provide a detailed reason for your refund request.

Our team will review your request and respond within 3 business days.

All refunds are processed by our payment partner Creem and may take 5-10 business days to appear on your statement.

If you initiate a chargeback with your payment provider without contacting us first:

We will be notified and your account may be suspended pending resolution.

We reserve the right to contest chargebacks for services already rendered.

Please contact us directly before filing a chargeback—we are committed to resolving issues fairly.

We may consider refunds outside our standard policy in cases of:

Documented technical issues that prevented service use.

Billing errors verified by our team.

Other exceptional circumstances reviewed on a case-by-case basis.

These decisions are made at our sole discretion to ensure fair treatment.

For disputes related to payment processing or charges on your statement:

You may see charges from 'Creem' (our merchant of record) on your statement.

For payment-related inquiries, you can also contact Creem support at support@creem.io.

Please have your order ID available when contacting Creem.