Effective date: July 26, 2026
Last updated: July 26, 2026
Payment processor: Razorpay
1. Scope
This policy applies to subscription plans, in-app purchases, premium features, and other paid services offered through Lummly.
2. Cancellation Policy
2.1 Subscription cancellations
You may cancel at any time through app settings or by emailing support@lummly.com. Cancellation takes effect at the end of the current billing cycle, and premium access remains available until expiry. We do not provide prorated refunds for unused days.
2.2 In-app purchases
One-time digital purchases are generally non-cancellable after a service has been delivered or a feature activated.
2.3 Clinic appointments
Appointments booked with third-party clinics are governed by each clinic’s cancellation policy. Lummly is a booking platform and is not responsible for clinic-specific cancellation or no-show fees.
2.4 Auto-renewal
Subscriptions renew automatically unless cancelled before the renewal date. A renewal reminder will be sent at least 24 hours before the charge.
3. Refund Policy
3.1 Eligibility
| Scenario | Refund eligibility |
|---|---|
| Duplicate charge | Full refund when charged twice for the same subscription period. |
| Technical failure | Full or partial refund if a paid feature was completely unavailable because of a verified issue on our side and was not resolved within five business days. |
| Unauthorized transaction | Full refund after verification by Lummly and Razorpay. |
| Change of mind | Reviewed case by case when requested within seven days and the premium service has not been substantially used. |
| Subscription cancellation | No refund for the current billing period; access continues until expiry. |
3.2 Non-refundable items
- Consumed or partially consumed subscription periods.
- Delivered digital content or activated services.
- Clinic appointment fees or deposits paid to third parties.
- Promotional purchases explicitly marked non-refundable.
4. Refund Request Procedure
Email support@lummly.com with the subject “Refund Request – [Your Registered Email]” and include:
- Full name and registered email.
- Razorpay order or transaction ID.
- Transaction date.
- Reason for the request.
- Supporting screenshots or documents where relevant.
5. Refund Processing Timeline
- Acknowledgment: within 24 hours.
- Review: within three business days; we may request more information.
- Decision: within five business days.
- Execution: approved refunds processed through Razorpay within five to seven business days.
- Bank posting: an additional three to five business days may be required.
6. Payment and Billing Disputes
Please contact support@lummly.com before initiating a bank chargeback and include the transaction ID, amount, date, and discrepancy. Accounts may be suspended while chargebacks are investigated, and repeated unjustified chargebacks may result in termination.
7. Changes to This Policy
Updates will be posted on this page. Material changes will be communicated at least 15 days in advance by email or in-app notice.
8. Contact Information
Lummly Billing Support
Email: support@lummly.com
Billing response target: within eight hours
Hours: Monday–Saturday, 9:00 AM–7:00 PM IST