This Refund Policy explains how billing, cancellations, and refunds work for paid LucidVia subscriptions. It forms part of our Terms of Service. Payments are processed by Paddle, our merchant of record.
1. Subscriptions & billing
Paid plans (Pro and Agency) are offered as recurring monthly or annual subscriptions. Your subscription renews automatically at the start of each billing period using your saved payment method, until you cancel. The price and billing interval shown at checkout apply until you change or cancel your plan.
2. Free tier & trials
LucidVia offers a free tier so you can evaluate the Service before paying. We encourage you to use it to confirm the product meets your needs before subscribing to a paid plan.
3. Refunds
Because LucidVia is a digital service that is delivered and consumed immediately (scans run and reports are generated on demand), fees already paid are non-refundable, and partial periods are not pro-rated, except as set out in section 4 or where required by law.
4. Exceptions
We will review and, where appropriate, issue a refund in the following cases:
- Duplicate or accidental charges — e.g. you were billed twice for the same period.
- Billing errors — you were charged an incorrect amount, or charged after a cancellation took effect.
- Statutory rights — where mandatory consumer-protection law in your country grants a right to a refund or cancellation that overrides this policy (for example, certain rights for consumers in the EU/UK). Nothing in this policy limits those rights.
5. Cancelling your subscription
You can cancel at any time from the billing portal in your account. Cancellation stops future renewals; your plan stays active until the end of the period you have already paid for, after which it reverts to the free tier. Cancelling does not, by itself, generate a refund for the current period.
6. How to request a refund
If you believe a charge qualifies under section 4, email support@lucidvia.com from the email address on your account, with the approximate date and amount of the charge. We aim to respond within a few business days. Approved refunds are returned to your original payment method via Paddle.
7. Changes to this policy
We may update this Refund Policy from time to time. The "Last updated" date above reflects the current version, and material changes will be announced on this page.