Refund & Cancellation Policy
This Refund & Cancellation Policy explains what is and is not refunded, where a request goes, and how to cancel a Subscription. It forms part of the Terms of Service, and words defined there — Account, Application, Company, Device, Service, Store, Subscription, Website — have the same meaning here.
Everything in this policy turns on one question: where did you buy? Answer it in section 1 before you read anything else.
1. Which Channel Did You Buy Through?
There are three ways to buy a Subscription to Lucida AI, and three different parties handle what happens next. Find yours in the table.
Where you bought — Who took the payment — Who handles refunds and cancellation — Read
Our Website — getlucida.com, including the sign-up funnel that leads to checkout — A card payment — A charge already taken is not refunded — Sections 2, 3, 6, 7, 8, 9
The Apple App Store, on an iPhone or iPad — Apple — Apple, under Apple’s own policy and its own window — Sections 3, 4, 6, 7, 8, 9
Google Play, on an Android device — Google — Google, under Google’s own policy and its own window — Sections 3, 5, 6, 7, 8, 9
If you are not sure which one you used, look at the receipt. A purchase made through a Store produces a receipt from Apple or from Google, sent to the address on your Apple Account or your Google Account, and the Subscription appears in the subscriptions list of that store. A purchase made on our Website produces a receipt from us, sent to the email address you gave at checkout, and appears in neither store.
Why the channel decides everything. Where you bought through a Store, the Store is the merchant for that purchase. It took the payment, it holds your payment details, and it decides refunds under its own policy. We do not receive your card details from it and we cannot refund a Store purchase ourselves. That is not us passing you along; it is how the platforms are built, and section 10 of the Terms of Service says the same.
Where you bought on our Website, the payment was a card payment and your contract is with us. A charge already taken is not refunded. Sections 2, 3 and 6 say so.
2. Purchases Made on Our Website
What you paid, and to whom. A Subscription bought through our Website is paid for by card, and the charge appears on your card statement like any other.
What is refunded. Outside the statutory rights in section 3, a charge already taken is not refunded: not a renewal, and not the unused part of a billing period. Section 8 sets out that rule, and section 7 says how a refund due under section 3 is made. Cancelling stops the next charge and is dealt with in section 6.
What we can do is help you work out what you were charged for and when, and help you find the charge on your statement. Write to support@getlucida.com from the email address associated with your Account and we will answer.
If you bought through a Store, this section does not apply to you. Sections 3, 4 and 5 do.
Statutory rights. Section 3 sets out the statutory right of withdrawal and how it applies to a purchase on our Website.
3. Your Statutory Rights
Consumer law in some countries gives a buyer a period in which to withdraw from a contract made at a distance. This section sets out that right and how it applies to a Subscription bought on our Website. Section 10 of the Terms of Service says the same.
If you are in the European Union or the European Economic Area
Under Directive 2011/83/EU on consumer rights, as implemented in the law of your country, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. However, when you buy a Subscription on our Website, you agree that it will be made available to you immediately, and you acknowledge that as a result you waive your statutory right of withdrawal.
If you are in the United Kingdom
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the conclusion of the contract to cancel a distance contract without giving a reason. However, when you buy a Subscription on our Website, you agree that it will be made available to you immediately, and you acknowledge that as a result you waive that right.
If you are in Turkey
Law No. 6502 on the Protection of Consumers and the Distance Contracts Regulation made under it give you 14 days to withdraw from a distance contract without giving a reason and without penalty. Article 15 of that Regulation lists the contracts the right does not cover, which include services performed instantly in an electronic environment and intangible goods delivered instantly to the consumer.
You may also apply to the consumer arbitration committee (tüketici hakem heyeti) or to the consumer court (tüketici mahkemesi) at your place of residence or where the transaction took place, as section 19 of the Terms of Service describes.
If you are somewhere else
If the law where you live gives you a right to cancel, withdraw or be refunded, you have that right, and nothing in this policy takes it away or makes it harder to use.
Rights that have nothing to do with withdrawal
Separately from any right to change your mind, consumer law in the European Union, the United Kingdom and Turkey gives you remedies where a digital service is not as described, does not work as it should, or is not supplied. Those remedies are not affected by this policy. If something is wrong with the Service, tell us at support@getlucida.com — we would rather fix it than argue about it.
If you bought through a Store
Your statutory rights are not reduced by having bought through a Store. But the Store is the merchant for that purchase, so a withdrawal or cancellation request under those rights goes to the Store, in the same way a refund request does. Sections 4 and 5 give the route.
4. Purchases Made Through the Apple App Store
Apple is the merchant. A Subscription bought through the App Store is billed by Apple, under the Apple Media Services Terms and Conditions, to the payment method held in your Apple Account. Apple decides refunds for those purchases under its own policy and within its own window. We do not receive your payment details, we cannot see the payment, and we cannot issue a refund for an App Store purchase.
How to ask Apple for a refund. Go to reportaproblem.apple.com and sign in with the Apple Account used for the purchase. Find the Subscription in your purchase history and choose the option to report a problem or request a refund. Apple will tell you its decision.
What we can do is help you work out what you were charged for and when: write to support@getlucida.com and we will answer.
If Apple tells you to contact the developer, write to support@getlucida.com, tell us what Apple said, and include the order or receipt number from your Apple receipt.
Cancelling an App Store Subscription is done in your Apple Account, not with us. Section 6 gives the steps.
Section 13 of the Terms of Service carries the additional terms Apple requires, including that these documents are an agreement between you and us and not with Apple.
5. Purchases Made Through Google Play
Google is the merchant. A Subscription bought through Google Play is billed by Google, under the Google Play Terms of Service, to the payment method held in your Google Account. Google decides refunds for those purchases under its own policy and within its own window. We do not receive your payment details, we cannot see the payment, and we cannot issue a refund for a Google Play purchase ourselves.
How to ask Google for a refund. In the Google Play app, tap your profile icon, then Payments & subscriptions, and open your order or subscription history. Select the purchase and use the option to report a problem or request a refund. The same is available at play.google.com, signed in with the Google Account used for the purchase. Google’s Play Help site at support.google.com/googleplay describes the process and the period within which a request can be made through it. We do not restate that period here: it is Google’s to set and to change, and a number printed on this page would go stale without warning.
Where Google routes the request to us. Google sometimes directs a refund request to the developer of the app. If that happens, write to support@getlucida.com, tell us what Google said, and include the order number from your Google receipt. We will do what we can with the tools Google gives us; anything we do for a Google Play purchase still passes through Google.
Cancelling a Google Play Subscription is done in your Google Account, not with us. Section 6 gives the steps.
6. How to Cancel
Cancelling and refunding are two different things. Cancelling stops the next charge. It does not return a charge already taken. Refunds are dealt with in sections 2 to 5. If you want both, do both.
Cancelling does not delete your Account, and deleting your Account does not cancel a Subscription. Nor does deleting the Application from your Device, or simply not using the Service. Closing your Account with us does not stop a charge. Deleting your Account and your data is described in section 9 of the Privacy & Cookies Policy.
Timing. Cancel before the renewal date. Each channel applies its own cut-off shortly before a renewal, so a cancellation made in the final hours of a billing period may not stop the next charge. Section 8 explains where you stand if that happens.
If you bought on our Website
Your Subscription renews until it is cancelled. Once the Subscription is cancelled it runs to the end of the period you have already paid for and does not renew; the unused part of that period is not refunded, as section 8 says.
If you bought through the Apple App Store
On your iPhone or iPad, open Settings, tap your name, then Subscriptions. Or open the App Store, tap your account picture, then Subscriptions. Select Lucida AI and cancel. Only Apple can stop an App Store charge; we cannot cancel it for you, and we cannot always see whether you have.
If you bought through Google Play
Open the Google Play app, tap your profile icon, then Payments & subscriptions, then Subscriptions. Select Lucida AI and cancel. The same is available at play.google.com. Only Google can stop a Google Play charge; we cannot cancel it for you.
Billing periods, renewal dates and what happens to your access after you cancel are set out in the Subscription Policy.
7. Processing Time and Refund Method
Where a refund is made by us. A Website charge is not ordinarily refunded: section 2 says so. Where a refund is nonetheless due from us — under a statutory right in section 3 — we refund to the payment method you paid with, using the same means of payment you used, unless you expressly agree to something else. We do not charge a fee for making a refund. A refund returns the amount you were charged, including any tax charged on it.
Currency. Where such a refund is made, it is made in the currency you were charged in. If your bank or card issuer converted that amount when the charge was made, the amount that reaches you may differ from the amount that left you, because your bank applies its own rate on the way back. That difference is between you and your bank, and we cannot adjust for it.
Where a refund is not due, which is the ordinary case for a Website charge under sections 2 and 8, this section does not apply: there is no refund to process.
How long it takes. Where a refund is due from us under section 3, we send it without undue delay, and within any period the law applicable to you requires. After that it is out of our hands: how quickly it appears on your statement is set by your bank or card issuer, not by us, and we cannot speed it up. We deliberately do not print a number of days on this page, because any number we gave would be a guess about someone else’s system. If a refund we have confirmed has not reached you after a reasonable time, write to support@getlucida.com and we will trace it from our end.
Store refunds. Apple and Google make their refunds by their own methods, on their own timetables, to the payment method held in your Apple Account or Google Account. We are not in that path and cannot trace it. The store’s own support is the place to ask.
8. Partial Refunds and Unused Time
The general rule. Outside a statutory right in section 3, we do not refund part of a billing period that you have paid for and not used. A Subscription is priced for a period rather than for the days inside it, and cancelling part-way through a period does not produce a pro-rata refund.
What you keep when you cancel. Access to paid features continues until the end of the period you have already paid for. Cancelling does not cut your access short, and you do not need to keep the Subscription running to use what you have paid for.
What you lose when you are refunded. Where a charge is returned to you, access to the paid features it paid for ends. The two are opposite ends of the same trade: keep the time or keep the money, not both.
A renewal you meant to cancel. Cancelling stops the next charge, not one already taken, so a renewal charged because a cancellation was made too late is a charge like any other. For a Website purchase, it is not refunded outside section 3, as section 2 says. For a Store purchase the request goes to the Store, under sections 4 and 5. If you are not sure what the charge was for, write to support@getlucida.com and we will tell you.
Where a statutory right applies. If you withdraw from a service contract after asking us to begin performance during the withdrawal period, the law may entitle us to keep a proportionate amount for what was supplied before you withdrew.
Free trials, where they are offered, and what happens at the end of one, are described in the Subscription Policy.
9. Chargebacks
Store purchases. Where you bought through a Store, the charge came from the Store, not from us. A dispute raised with your bank over such a charge goes past the Store as well as past us, and the Store’s own process is faster. Ask the Store first, under sections 4 and 5.
If someone else used your payment method. That is not a dispute with us. Tell your bank, and tell us at support@getlucida.com, and we will help you establish what happened to the Account and shut it down if it is not yours.
10. Contact
One address covers everything in this policy that is ours to answer — a question about what a charge was for, and help finding your way in a store:
support@getlucida.com
Write from the email address associated with your Account where you can. It lets us find your Subscription quickly, and it is how we check that the request is really yours.
For a purchase made through the Apple App Store or Google Play, the store’s own support handles refunds and cancellation, as sections 4, 5 and 6 describe. Write to us as well if you want help working out what you were charged for.
Lucida AI Teknoloji AŞ, Emniyetevleri Mah. Sapphire Sit. No:1/1, 34443, Levent, Istanbul, Turkey.
