Refunds & Cancellation

All Lumen Notes purchases are processed by Polar, our merchant of record. Polar handles checkout, invoicing, payment methods, and sales tax/VAT; your receipt and card statement will reference Polar. This page explains how cancellation and refunds work in practice.

The free trial

Every plan starts with a 30-day free trial including 20 notes, with no credit card required. If you don't subscribe, nothing is charged — there is nothing to refund and nothing to cancel.

Canceling a subscription

• Cancel anytime from the customer portal (linked in your billing settings and on every Polar receipt).
• Cancellation takes effect at the end of the period you've already paid for — you keep full access until then, and you are not charged again.
• We don't do retention dark patterns: no phone call required, no "are you sure" mazes. One click in the portal.

Refunds

• Monthly plans: if you cancel within 7 days of a renewal charge and haven't materially used the Service in that period, email us and we'll refund that charge in full.
• Annual plans: within 30 days of the initial annual charge, we'll refund in full on request. After 30 days, we can refund the unused months on a pro-rata basis, less any months already used at the monthly rate.
• Billing errors (duplicate charges, wrong seat counts) are refunded in full, always.
• Refunds are issued by Polar to the original payment method and typically appear within 5–10 business days.

Failed payments

If a renewal payment fails, Polar retries the charge and we give you a 3-day grace period to update your payment method before access is paused. A paused account is not a deleted account: your notes and client records remain intact and encrypted, and access resumes the moment payment succeeds.

Your data after cancellation

After your subscription ends you can still export your records for 30 days. See the Privacy Policy for full retention timelines — clinical records are never held hostage to billing.

How to reach us

Refund requests and billing questions: support@lumen.1labs.app. Include the email on the account; never include client information in a billing email.