Refund & Credits Policy

Overlume runs on lumens (✦). Lumens are the credits this policy is about. There is no single lumen price for a generated output: every model carries its own fixed lumen price, so one image runs from single digits to over a hundred lumens depending on which model you pick. Video clips, voice takes, and Live sessions are priced the same way, each on its own line. That price is always shown next to the output it buys. We never show you a naked lumen balance with no price attached. See Pricing for the rate of every model, and for how your plan's monthly allowance and top-up packs are sold.

Before every paid action, you get a cost preview: this render will cost N lumens, about the shown price, and you'll have M lumens left. Prices are shown in your billing currency, and the amount you confirm at checkout is the amount you pay. There is no forced overage. If an action would take you past zero, we stop you at that preview with a top-up link.

Your plan renews on its own schedule until you cancel it. Apart from that renewal, the one charge you do not confirm in the moment is auto-recharge, and only if you switched it on yourself. It is off by default. You turn it on in your account settings by picking a balance threshold and a top-up pack from the ones your account can buy, which is the two smaller packs unless you have an active plan; while it is on, that pack is charged to your saved card whenever your balance falls below the threshold, without a further confirmation. You can switch it off in account settings at any time.

Top-up credits you purchase do not expire, and plan credits stay on your balance after a cancellation. What a cancellation ends is the monthly allowance, not the balance you already hold. Credits already granted to you stay yours. Money you have already paid does not run on a countdown. If we ever introduce an expiry, it will only reach credits bought after we announce it, we will say so plainly, and we will warn you well before anything runs down.

There is exactly one path to a money refund: an unused subscription. The charge that starts a new subscription is refundable only if, within 14 days of that charge, you have spent zero credits from it. This is the right of withdrawal in plain terms, and it applies to the charge that begins a subscription, not to later renewals of a subscription you have already been using.

"Zero credits spent" is literal. Any generation, any render, any preview that consumes credits, any paid action at all drawn from that subscription voids refund eligibility for it. This is not a penalty. Credits consume real third party compute that we pay for the moment you spend them, so once you have spent even a single credit from the subscription, that portion of the money is genuinely gone.

Consumed credits are never refundable. Completed or in progress renders are never refundable, including a render still processing when you ask. The same rule mirrors onto top-up packs: an entirely unspent pack may be refunded within 14 days of purchase, but once any credit from a pack has been spent, that pack is non-refundable. Member bonus credits granted with a pack are part of that same pack grant: spending any credit from the pack (bonus or purchased) makes the whole pack non-refundable.

Live, the realtime camera, is prepaid in blocks of 30, 60, or 120 seconds. The whole block is charged to your balance when the session starts, and if you end early, the seconds you did not use come back to your balance as lumens, in 10-second steps. That is a lumen return, not a money refund, so the single money-refund path above is unchanged: unused time goes back to your balance, and a lumen you have already spent does not turn back into a payment.

As a consumer in the EU, you have a 14-day right of withdrawal on a new subscription and on an unspent top-up pack. The window starts on the day of the charge. To use it, email us from the address on your account within those 14 days, as described below. A clear statement that you want to withdraw is enough, and you may also use the model withdrawal form at the end of this page if you prefer.

Credits deliver instantly, so there is one condition set by EU and Dutch law. At your first paid action, and for each subsequent charge, we ask you to expressly consent to us beginning work right away and to acknowledge that, for what you then use, your right of withdrawal ends. We confirm that consent to you on a durable medium, such as an email receipt. In plain terms: an untouched subscription can be withdrawn and refunded within 14 days, and the moment you spend a credit you have asked us to start and used up real compute, so that consumed portion cannot be unwound.

If a paid service is defective or not as described, that is different, and your statutory remedies still apply. Your rights as a consumer under EU and Dutch law are not affected or reduced by anything in this policy.

A few things fall outside any refund, so there is no confusion later. None of this limits your statutory rights, including your right to a remedy for a service that is defective or not as described.

• Partial-month cancellation. When you cancel, your plan stays active through the end of the current period. We do not refund the unused remainder of a period you have already used.
• Dissatisfaction with a generated ad. As set out in our Terms, outputs are AI generated, made to your direction, and reviewed by you before you publish them. Their cost is previewed before you spend, so creative results are not grounds for a refund of consumed credits.
• Accounts terminated for cause. Where we suspend or terminate an account for breaking the Terms, we may withhold refunds on that account, and credits already consumed are never refunded. We look at an unspent balance case by case. Your mandatory rights under EU and Dutch law are unaffected.
• The free starting credits. Your one-time free credit grant is not money. It is never refundable, transferable, or cashable.
• Credits from a refunded or disputed payment. If a payment is refunded or charged back, the credits it granted are removed from your balance, in proportion to the amount returned on a partial refund and in full on a full refund or chargeback. Your balance can go to zero this way, but you never owe us credits.

We may also decline or reverse a refund obtained through fraud, error, or abuse, and we may reclaim credits granted in those circumstances, as set out in our Terms.

Email us at hello@ethernus.ai from the address on your account, within 14 days of the charge, and tell us which charge you mean. For a subscription, we confirm that no credits were spent from it. For a top-up pack, we confirm that no credit from the pack has been spent. Where the refund qualifies, we return it to your original payment method within 14 days of receiving your request.

You do not have to use this form, a clear statement is enough, but it is reproduced here in full so you have it. Complete it and email it to us if you want to withdraw from your contract.

• To: Ethernus (Overlume), Rotterdam, the Netherlands, hello@ethernus.ai
• I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following service: [subscription or top-up pack]
• Ordered on: [date of the charge]
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date: