Free and paid plans
Free plans do not require a refund because no subscription fee is charged. Paid plans unlock additional storage, processing, event duration, video face scan, AI workflows, and studio features depending on the selected plan.
When a refund may be approved
- A duplicate payment was charged for the same account or event.
- A paid plan did not activate after successful payment and our team cannot resolve it within a reasonable time.
- You purchased the wrong plan and contact us promptly before significant storage, upload, AI processing, or event delivery has been used.
- A written commercial agreement or promotional offer includes a separate refund rule.
When a refund may not be available
- The event has already used substantial uploads, storage, face indexing, video processing, AI edits, downloads, or guest delivery.
- The refund request is based on a feature limitation already described on the plan or checkout page.
- The account was suspended for misuse, illegal content, rights violations, non-consensual media, or breach of terms.
- A bank, payment gateway, or tax charge is outside Lensmora's control.
How to request a refund
Email [email protected] with your account email, event name or event link, plan purchased, payment ID if available, and a short reason. We usually review requests within 3-5 business days.
Approved refunds are normally sent to the original payment method. Bank or payment gateway timelines may vary and can take additional business days after Lensmora approves the refund.
Cancellation
You can cancel renewal or stop using a paid service from the account flow or by contacting support. Cancellation does not automatically delete event media. Event access, data retention, and expiry continue according to the plan, event settings, and any deletion request you submit.