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Refund and Cancellation Policy

English translation: This document is an English translation provided for reference. The Traditional Chinese version is the authoritative text.

This policy does not use "digital goods are never refundable" or "Lumes cannot be refunded once bought" to take away rights the law gives you.

The price, the payment methods, and the merchant support details are all published, and refunds follow this policy and the law that applies.

1. The seven-day right to withdraw from a distance contract

When you enter into a contract through our website, the Consumer Protection Act lets you withdraw within seven days of receiving the goods or accepting the service — in writing, by email, through the website's support request, or in any other way that leaves a record. You do not have to give a reason or pay a fee, unless the law provides a reasonable exception.

For digital content not supplied on a physical medium, or an online service that is complete the moment it is provided, Yuralume will only rely on that exception if we told you separately and clearly before payment that the right to withdraw does not apply, and you agreed in advance. Ticking a general terms checkbox does not stand in for that specific consent.

2. The 30-day Hosted service

  • Not activated yet: if payment went through but the service has not started, you can ask to cancel. We only deduct costs that the law allows and that we have actually incurred.
  • Activated, and within the statutory period: handled under the seven-day right to withdraw, or the applicable online game regulations. Signing in once does not sweep that right away.
  • Real-time services already delivered: if you separately agreed to immediate delivery of specific irreversible digital content or a one-off online service, the completed part is handled as described when you agreed and as the law requires. Anything not yet delivered is still counted separately.
  • No automatic renewal: the service stops when its term ends. No next order is created, so there is no recurring charge for you to cancel.
  • Long interruptions that are our fault: depending on how severe the interruption is, we extend the service, return allowance, or refund. We do not disclaim responsibility by calling it maintenance.

3. Refunds of Lumes (closed-loop AI credits)

Lumes (closed-loop AI credits) come in two kinds: the balance you paid for, and a clearly identifiable gifted balance. Your balance, where it came from, and every deduction are recorded so they can be checked.

  • Lumes already spent mean the corresponding AI service was delivered. Except for double charging, incorrect pricing, service failure, or where the law says otherwise, we do not pay back the same service value twice.
  • Unused Lumes you have paid for are refunded when the contract is withdrawn from, terminated, or the service closes, in line with applicable law, after necessary and reasonable costs, and through your payment method.
  • If the service is determined to fall under Taiwan's online game regulations, unused paid balance or game fees are normally returned within thirty days of termination, after necessary costs are deducted.
  • Gifted balance has no cash value and is not converted to cash in a refund. That said, we will not use the word "gift" to disguise an allowance you actually paid for.

4. Duplicate payments, wrong amounts and unauthorized use

If you are charged twice, the order amount does not match, payment succeeded but nothing was activated, or you suspect a transaction you did not authorize, send us the order number, the payment time, and whatever else identifies the transaction. We preserve the records first, stop any suspicious delivery, and check with the payment provider.

Credit card refunds normally go back to the original card; we do not substitute cash or another account. When it actually lands depends on the payment provider and your card issuer. Other payment methods are handled through the mechanisms the payment provider offers and the lawful method both sides confirm.

5. How to apply, and what to include

You can apply from your account center, or through the email / phone published on the Merchant and support information page. Please include your account identifier, order number, what you are asking for, and where to send the response. We do not ask for sensitive information that has nothing to do with the refund.

We confirm receipt first, then check the payment, activation, and allowance records. If you disagree with the outcome, you can go through consumer complaint or payment dispute channels — this policy does not limit your statutory remedies.