Refund Policy

1. Digital content delivered immediately

Lumens are digital content delivered immediately after payment is approved. At checkout you tick a box confirming that you expressly request immediate delivery and acknowledge that you lose your 14-day right of withdrawal once the Lumens are credited (Directive 2011/83/EU, Art. 16(m)). Without that confirmation no purchase can be made.

2. When we refund

Refunds are only available for eligible payment issues such as duplicate or unauthorised transactions. A refund is never a way to cash out: Lumens have no monetary value and cannot be exchanged for money.

• Payment approved but Lumens not credited within 72 hours: contact us with your order ID and we will credit the Lumens or refund the payment in full.
• Duplicate charge for the same order: the duplicate is refunded.
• Purchase made without your authorisation: report it within 30 days; we investigate together with the payment provider.
• A malfunction of the Service that prevented you from using purchased Lumens and that we could not fix.

3. When we do not refund

• Lumens that were delivered and used in play; outcomes of games are not a reason for a refund.
• Change of mind after delivery.
• Requests to convert a Lumens balance, including Lumens won in play, into money. Lumens are not redeemable.
• Accounts closed for breach of the Terms.

4. How to request

E-mail support@luminaplay.com with the order ID shown in Store → Purchase history within 72 hours of the problem. We answer within 5 business days. Approved refunds go back to the original payment method; the corresponding Lumens are removed from the account.

5. Chargebacks

Please contact us before opening a dispute with your bank. Unjustified chargebacks lead to removal of the Lumens and may result in account closure.