Refund and Cancellation Policy
LEGAL
This policy explains how cancellations, refunds, and billing disputes are handled for Lumen subscriptions and token top-up purchases. Please read this policy carefully before making any purchase. By purchasing a Lumen subscription or top-up pack, you agree to the terms of this policy.
Monthly Subscriptions (Lumen Pro — ₹3,499/month)
- You may cancel your Lumen Pro subscription at any time from your account Settings → Plan, or by emailing lumen@ocularityanalytics.com.
- Cancellation takes effect at the end of your current billing period. You will continue to have access to all Pro features until the period ends.
- We do not provide partial refunds for unused days in a billing period.
- Once your subscription is cancelled and the period ends, your account reverts to the Free plan. Your data and connected platforms remain intact.
Token Top-Up Packs (Starter, Growth, Scale)
- Token top-up packs are non-refundable once purchased and the tokens have been credited to your account.
- Tokens from top-up packs do not expire and carry forward each month until used.
Refund Exceptions — Technical Errors
- If a payment was successfully charged but tokens were not credited to your account due to a technical error on our end, you are entitled to a full refund or equivalent token credit.
- To report this, email lumen@ocularityanalytics.com within 7 days of the failed credit with: your account email address, the Razorpay payment ID (found in your payment confirmation email), and a description of the issue.
- We will investigate and respond within 3 business days. If the error is confirmed, we will issue a refund to your original payment method within 5-7 business days, or credit the equivalent tokens to your account — whichever you prefer.
Account Termination by Ocularity Analytics
- If we terminate your account for a violation of our Terms of Service, you are not entitled to a refund for any unused portion of a subscription period or any unused top-up tokens.
- If we terminate your account for any reason other than a Terms violation, we will provide a pro-rated refund for the unused portion of your current subscription period.
How to Request a Refund
- Email lumen@ocularityanalytics.com with the subject line "Refund Request".
- Include: your account email, the Razorpay payment ID, and the reason for your request.
- We will acknowledge your request within 2 business days and provide a resolution within 7 business days.
Payment Processing
- All payments are processed by Razorpay. Refunds, once approved, are returned to the original payment method.
- Credit card refunds typically take 5-7 business days to appear. UPI and netbanking refunds typically take 2-3 business days.
- For payment disputes or chargebacks, please contact us before initiating a dispute with your bank — we can often resolve issues faster directly.
Contact
- lumen@ocularityanalytics.com
- Ocularity Analytics Private Limited, Plot No. 589, Udyog Vihar, Phase-5, Gurgaon, Haryana 122008, India