Billing

Changing licenses, payment methods, invoices, cancelling, refunds.

Everything financial happens from the Subscription page: the Modify licenses button, and the Billing menu next to it.

Payments are handled by Paddle, which is Lumirai's merchant of record. Paddle takes the payment, issues the receipt, and appears on your statement. The Billing menu opens Paddle pages in a new tab.

Changing the number of licenses

  1. On Subscription, choose Modify licenses.
  2. Each card shows Currently N under the licenses field. Set the new numbers.
  3. A Summary of changes appears with Due today and New recurring total, including the date the new amount starts.
  4. Choose Confirm changes.

Changes take effect immediately: "you are charged or credited a prorated amount for the rest of the current period, and your billing cycle stays the same." Adding a license mid-month charges only the remaining days; removing one credits them back.

You must keep at least one license in total. To go to zero, cancel instead.

Removing more licenses than you have spare

If you cut licenses below the number of people currently using them, an orange Some Echo accounts will be disabled warning appears before you confirm, naming how many. The most recently added accounts lose access first — which is rarely the person you meant.

Tidy up in the other order to stay in control: remove the specific people on Echo Accounts first, then reduce the license count to match.

Payment method, invoices, and receipts

The Billing menu has:

  • Update payment method — change or replace the card
  • Billing portal — your Paddle overview, where invoices and receipts live

Invoices are not stored in the Lumirai portal. Download them from the Paddle billing portal, or from the receipt email Paddle sends for each charge.

Tax and currency are handled by Paddle based on your billing country, so the amount you are quoted at checkout is the amount you pay.

Cancelling

Billing → Cancel subscription opens Paddle's cancellation page.

Cancelling does not cut anyone off immediately. Your subscription stays active to the end of the period you have already paid for, then does not renew. After that, users fall back to Echo's free behaviour — one open view, patient search, no history or Tab Sync.

If you only want to reduce cost, Modify licenses is usually the better move.

To come back later, use Resubscribe on the Subscription page.

Refunds

There is a 30-day refund window on each charge, including renewals. Refunds go back to the original payment method and usually take 5 to 10 business days to appear.

Two ways to ask:

  1. Go to paddle.net, look up your order with the email address you used at checkout, and request the refund there. This is usually fastest.
  2. Email support@lumir.ai with that email address and the approximate date of the charge.

Lumirai will also consider refunds outside the window where something has clearly gone wrong — a duplicate charge, a charge after cancelling, or an outage of our systems that stopped you using Echo.

A payment failed

The status becomes Past Due. Use Billing → Update payment method to fix the card; Paddle retries automatically. Sort it out promptly — Echo features stay locked while the status is anything other than Trialing or Active.