Cancellation & Refund Policy
Effective Date: October 21, 2025
This Cancellation & Refund Policy describes how Lumsas ("we," "us," or "our") handles requests for cancellations and refunds for purchases made on our Service. This policy is part of our Terms of Service and is binding on all Learners.
Our policy is designed to be clear and fair, balancing the interests of our Learners with the digital nature of our products and our revenue-sharing commitments to our Creators.
1. General Policy: All Sales Are Final
Due to the immediate, digital nature of our products (access to Exams and Certificates) and our contractual obligations to pay Creators for their intellectual property, our general policy is that all sales are final and non-refundable.
No Refunds After Accessing Content
A refund will not be issued, for any reason, if a Learner has:
- Started the Exam: This includes clicking the "Start Exam" button or otherwise beginning the assessment process.
- Attempted the Exam: This includes answering one or more questions.
- Completed the Exam: This includes submitting the Exam for grading, regardless of the score.
Once an Exam has been accessed, the service is considered "used," and you are no longer eligible for a refund.
We encourage all Learners to carefully read the Exam details, description, and ensure they are purchasing the correct Exam from the correct Creator before completing the transaction.
2. Exception: Accidental Purchases
We understand that accidents can happen. We provide a limited exception for clear, accidental purchases, such as:
- A duplicate purchase of the same Exam.
- Purchasing the wrong Exam by mistake.
- An accidental click or unauthorized purchase by a minor.
Eligibility for an Accidental Purchase Refund
To be eligible for a full refund under this exception, you must meet all of the following conditions:
- You must not have started, attempted, or accessed the Exam in any way (as defined in Section 1).
- You must raise a complaint by contacting our support team at support@lumsas.com.
- Your complaint must be raised within twelve (12) hours of the time of purchase.
If your request meets all three of these conditions, we will process a full refund of the entire fund to your original payment method. Requests received after the 12-hour window will not be eligible.
3. How to Request a Refund
To request a refund for an accidental purchase, you must send an email to our support team at support@lumsas.com within 12 hours of your purchase.
Your email must include the following information:
- Subject Line: "Refund Request - Accidental Purchase"
- Your Account Email: The email address associated with your Lumsas account.
- Order/Transaction ID: This can be found in your payment confirmation email.
- Name of the Exam: The full name of the Exam you accidentally purchased.
- Reason for Refund: A brief explanation (e.g., "Duplicate purchase," "Clicked the wrong exam").
Our team will review your request to verify that the Exam has not been accessed and that the request is within the 12-hour window. We reserve the right, at our sole discretion, to deny any request that does not meet these criteria or appears to be an abuse of this policy.
4. Other Refund Scenarios
4.1 Technical Issues
If you are unable to start or complete an Exam due to a verifiable technical failure *of the Lumsas platform* (not an issue with your local internet, device, or browser), please contact our support team immediately. We will investigate the issue. At our discretion, we may offer you a credit or a chance to retake the Exam. We do not offer cash refunds for technical issues but will work to ensure you receive the service you paid for.
4.2 Banned or Terminated Accounts
As stated in our Terms of Service, if your account is suspended, banned, or terminated due to a violation of our policies (including, but not limited to, academic misconduct or fraud), you will not be eligible for any refunds for any purchases, regardless of when they were made or whether the Exams were attempted.
4.3 Creator Exam Removal
If a Creator removes an Exam from our platform *after* you have purchased it but *before* you have attempted it, you will be eligible for a full refund or a credit towards another Exam, at your option. We will notify you in such an event.
4.4 Dissatisfaction with Content
We do not offer refunds for dissatisfaction with the content, quality, or difficulty of an Exam. The Creator is responsible for the content, and we provide the platform for assessment. We encourage you to review all available information before making a purchase.
5. Refund Processing
If your refund request is approved, we will initiate the refund to your original method of payment. Please note that it may take 5-10 business days for the refund to appear in your account or on your card statement, depending on your bank or payment provider. We are not responsible for delays caused by payment processors or banks.
6. Contact Us
If you have any questions about this Cancellation & Refund Policy, please contact us before making a purchase.