Refund and Cancellation Policy

1. Refund Eligibility

Because Lucerna Labs supplies digital products and digitally delivered services (including Venture Vaults and Asset Keys), refund eligibility depends on the nature of the purchase, whether delivery or performance has started, and whether the purchased product or service is defective, materially different from its description, or has not been supplied as agreed.

Before you pay, you are given access to a personalised, watermarked preview and a detailed Deliverable Manifest identifying the exact digital assets, licence scope, version and price being purchased. You then explicitly approve that build. Because the product is inspected and approved before payment, and supplied immediately after it, the usual uncertainty that refund policies exist to manage has already been removed before money changes hands.

A customer requesting a refund must contact Lucerna Labs using the contact details published on the website and provide the order reference, payment details, reason for the request, and any relevant supporting information.

Approved refunds will be processed within a reasonable period after approval. The time taken for the refunded amount to appear in the customer’s account may depend on the issuing bank or payment provider.

Nothing in this policy limits any non-excludable consumer rights available under applicable law.

2. When your purchase becomes final

Once you (a) approve the preview and Deliverable Manifest, (b) complete payment, and (c) the digital vault is unlocked, the product is treated as supplied and the licence as activated. From that point purchases are final, except as set out in sections 3–5 below and in our Return and Replacement Policy.

If you pay by bank transfer, your vault unlocks when funds clear. You may cancel a bank-transfer order at any time before the vault is unlocked, in which case we will refund the full amount received (less any third-party transfer fees we cannot recover) through the original mode of payment.

3. Exceptions — when you are entitled to a remedy

Purchases are not final, and you are entitled to an appropriate remedy, where:

• a refund, remedy, repair, replacement or cancellation right is required by applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
• the delivered files are materially defective (for example, corrupted, incomplete against the manifest, or technically unusable); or
• the delivered files are materially different from the Approved Build Specification — the versioned preview and manifest you approved at checkout.

Nothing in this policy limits, excludes or overrides any mandatory consumer right under UK law. Where this policy and mandatory law differ, the law prevails.

4. Our remedy ladder

Where a technical delivery problem occurs, we will act in this order, promptly and at no charge:

1. Restore access — if you cannot reach your vault or files;
2. Repair — if a delivered file is defective;
3. Replace — provide a fresh copy or regenerated file matching the Approved Build Specification (see also our Return and Replacement Policy);
4. Refund — where required by applicable law, or where restore, repair and replacement cannot deliver what you approved, we will refund the affected amount. Refunds will be made only through the original mode of payment used for the transaction.

5. What is not a basis for a refund

Because you inspect and approve your exact product before paying, the following are not, by themselves, grounds for a refund (except where applicable law provides otherwise):

• a change of mind after unlock;
• commercial results — revenue, customers, audience growth or business outcomes are never guaranteed;
• preferences not recorded in your Build Questionnaire or Approved Build Specification;
• not using the product, or not using complimentary orientation assistance (which is not part of the purchased product);
• a difference between marketing copy and your manifest — the manifest you approved defines the product.

6. Cancellation

Cancellation before digital delivery or service performance has started, and the circumstances in which Lucerna Labs may cancel an order, are set out in full in the Cancellation Policy section of our Return and Replacement Policy. Where a cancellation is approved and a refund is due, refunds will be made only through the original mode of payment used for the transaction.

7. How to raise a problem

Email [email protected] or [email protected] from your account email with your transaction ID / order reference, a description of the issue, and — for defect claims — the affected file names. We aim to acknowledge within 2 business days and resolve within 14 days. We may verify reported defects against the file checksums in your delivery manifest.

8. Payment reversals

If a payment is lawfully reversed or remains unpaid, the corresponding licence and access rights may be suspended or terminated, subject to applicable law. If you believe a charge is incorrect, please contact us before raising a dispute with your bank — most issues are resolved fastest through our support channel, and we retain complete records of every order's preview, approval, payment authentication, delivery and access.

9. Related policies

• Terms of Supply
• Digital Delivery Policy
• Return and Replacement Policy (including Cancellation and Replacement)

10. Contact

Lucerna Labs Limited, trading as “Lucerna Labs” · Company No. 16577262 · 25 Dunkellin Way, South Ockendon, England, RM15 5ES · [email protected]