Refund and Cancellation Policy
This policy applies to Lumirai Echo subscriptions purchased through our online checkout. If your organization has signed a Master Subscription Agreement with Lumirai, that agreement governs cancellation and refunds for everything licensed under it.
What This Policy Covers
This policy applies to Lumirai Echo subscriptions purchased through our online checkout, where Paddle is the merchant of record.
It does not apply to Lumirai Link, or to the Lightbox and Viewer clients that require a licensed Link server. Those are licensed under a signed Master Subscription Agreement and an Order, priced individually with each practice, and their fees are non-refundable and non-cancelable as set out in that agreement — including where we issue the invoice through Paddle. If your organization has a Master Subscription Agreement with us, that agreement governs cancellation, non-renewal, and refunds for everything licensed under it. Questions about an Order go to legal@lumir.ai.
Free Plan and Free Trial
Echo has a free plan that costs nothing and requires no payment details.
Paid Echo plans include a free introductory period as described at lumir.ai/echo at the time of purchase. You will not be charged during that period. Cancel before it ends and no payment is taken. If you do not cancel, the subscription converts to a paid subscription and billing starts at the end of the free period.
Cancelling a Subscription
You can cancel at any time from your account at accounts.lumir.ai/customer/subscription, or through the billing portal link on that page.
When you cancel, your subscription stays active until the end of the billing period you have already paid for, and then does not renew. You keep access for the rest of that period.
You can also reduce the number of licenses at any time instead of cancelling outright. License changes are prorated against your current billing period.
Refunds
30-day refund window
If you are not satisfied, you may request a full refund within 30 days of a charge. This applies to your first paid charge and to each renewal charge.
We will also consider refunds outside this window, at our discretion, where something has gone wrong — for example a duplicate charge, a charge after a cancellation, a billing error, or a service failure that prevented you from using Echo.
Refunds are issued to the original payment method. Once approved, they are typically processed within 5 to 10 business days, though the time it takes to appear on your statement depends on your bank or card issuer.
Where a refund is issued for a subscription period, access to paid features ends for that period.
How to request a refund
Our payments are handled by Paddle, our merchant of record. Paddle processes refunds on our behalf. To request a refund, either go to paddle.net and look up your order using the e-mail address you used at checkout, then request a refund there; or e-mail us at support@lumir.ai with the e-mail address used at checkout and the approximate date of the charge, and we will arrange it with Paddle.
Either route works. Going through Paddle directly is usually fastest.
Questions
Lumirai, LLC, 320 N. Meridian Street, Suite 817, Indianapolis, Indiana 46204.
E-mail: support@lumir.ai
For billing and payment questions, you can also contact Paddle at paddle.net. Paddle’s terms for buyers are at paddle.com/legal/checkout-buyer-terms.
Last updated: August 8, 2026