1. Responsible party and scope
LUME is operated by 69.327.004 MANOELA BICA GOMES, registered in Brazil under CNPJ number 69.327.004/0001-85. The person responsible is Manoela Bica Gomes. This policy applies to paid purchases of the LUME platform. For questions, contact us at contato@sistemalume.com.br.
2. Commercial refund guarantee
LUME offers a full refund of the amount paid for your first purchase when requested within 7 calendar days of your first paid purchase. You do not need to provide a reason to use this guarantee. Submit your request within that period; subsequent review or payment processing does not affect the eligibility of a request submitted on time.
This commercial guarantee applies to your first purchase and does not automatically restart with each subscription renewal. It is additional to mandatory statutory rights and does not replace or reduce any applicable right of withdrawal or other legal grounds for a refund.
3. Cancellation outside the refund period
Outside the applicable refund period, cancellation prevents the next subscription renewal, and access remains available until the end of the period already paid for. No prorated refund is provided for unused days in this case, subject to statutory rights and any more favorable conditions expressly offered at the time of purchase.
Request cancellation by emailing contato@sistemalume.com.br, identifying the account and subscription you wish to cancel. Disconnecting Instagram does not cancel your LUME subscription or constitute a refund request. Requesting only the cancellation of the next renewal is also not a substitute for a refund request; explicitly state if you want the payment to be refunded.
4. How to request a refund
Email contato@sistemalume.com.br with the subject “Refund request — LUME” and include:
- The email address registered with the platform.
- Your plan and the payment date and amount.
- The transaction ID or receipt, if available, to help locate the charge.
Do not send passwords, access tokens, security codes or your full card number. If necessary, we will request only the additional information essential to identify the purchase and confirm that you are authorized to request a refund.
5. Review and payment refund
We will handle your request through the email address provided. You will receive confirmation of whether the request qualifies under the guarantee or another applicable ground, along with information to track the refund. If we cannot fulfill the request, we will explain why, and you may ask for clarification or a review.
Refunds will be issued through the original payment method whenever technically possible. If this is not possible, a secure alternative must be agreed with the payment holder. The time for the credit to appear may vary depending on the payment method, financial institution and billing cycle, without affecting applicable statutory deadlines and obligations.
6. Statutory rights and billing issues
This policy preserves the right of withdrawal in the circumstances covered by Article 49 of the Brazilian Consumer Protection Code, including the statutory 7-day period where applicable, and all other mandatory cancellation and refund rights. The commercial guarantee period does not limit statutory periods calculated under the rules applicable to each situation.
Duplicate or incorrect charges, charges made after a valid cancellation and service failures can be reported through the same contact channel for review and correction according to the circumstances and applicable law. These requests are not limited to the first-purchase commercial guarantee. Email support does not prevent you from contacting consumer protection authorities or seeking judicial remedies.
7. Related documents and updates
Please also read the Terms of Service and the Privacy Policy. Subscription cancellation and refunds are not data deletion requests; for deletion, follow the instructions in the Privacy Policy.
Updates to this policy will be published on this page with their respective date. Changes do not remove acquired rights or retroactively reduce the refund conditions guaranteed at the time of purchase.