Refund & Cancellation Policy

What you are buying

Two things are sold, both digital, both delivered as soon as the payment is confirmed:

Premium subscription

Premium access for a fixed period. It includes unlimited chat, an allowance of gems for each period, and a discount on gem prices. A plan is sold either as a single charge for one period, or with automatic renewal. The checkout screen says which, together with the amount and the interval, before you pay.

Gem pack

A one-off purchase of gems. Gems are a virtual in-app currency: they pay for messages beyond the free allowance, generated images and video, voice playback and gifts. Gems are not money, cannot be exchanged for money and cannot be moved between accounts — the full rules are in the Terms of Service.

You buy from inside the app, signed in to the account the purchase is credited to. If that account has no email address on it yet, add one before you pay: an anonymous session can only be traced through the account it belongs to, and the email address is what lets us find the purchase again and answer you about it.

A Premium plan can also be redeemed with gems you already hold, where the plan allows it. That is not a money purchase: no card is charged, nothing appears on your statement and there is no payment to refund. The gems it costs are consumed like any other gem spend.

The service is for adults aged 18 or over. That is a self-declaration you make at the door: we do not verify identity or age, we ask for no document and no selfie, and paying for something is not an age check either. Nothing here charges you unless you bought it — a plan or a gem pack you started, or the renewal of a plan you started until you stop it — and the free allowance costs nothing.

Prices, currency and your card statement

Prices are shown and charged in US dollars (USD). Checkout is hosted by our payment provider, PagatorPay: you enter your card details on the provider's own form, and those details never reach our servers. What comes back to us is the outcome — paid or failed — the amount, and the provider's identifiers for the payment. We hold no part of your card number, so we can only match a charge to a purchase through your account and the amount and date.

An unrecognised descriptor is the single most common reason a cardholder calls their bank: the charge is genuine, the line on the statement simply looks unfamiliar weeks later. Compare that string with your statement before you dispute anything. If the amount or the date still looks wrong, write to us — see Disputing a charge below.

If your card is issued in another currency, your bank converts the USD amount at its own rate and may add a conversion or cross-border fee. We never receive that difference, we cannot see it, and a refund returns the USD amount we charged — the rate on the way back is your bank's, not ours.

The merchant behind every charge is:

Merchant of record

[LEGAL ENTITY NAME]

Registered address

[REGISTERED ADDRESS]

Registration number

[COMPANY REGISTRATION NUMBER]

Statement descriptor

[CARD STATEMENT DESCRIPTOR]

Billing contact

[email protected]

When you receive what you paid for

Delivery is automatic and immediate. When the provider confirms the payment to us, gems are credited to your balance and a Premium period opens on your account — a Premium period also credits that period's gems as it opens. The confirmation arrives on its own after you leave the checkout form, and the app keeps checking the order until it clears, so the balance and the new period appear without your doing anything else.

Because delivery happens at once, and because using what was delivered cannot be undone, a purchase counts as consumed from that moment to the extent you use it. That is the mechanism the rest of this policy turns on.

If money left your account and nothing arrived — no gems credited, no Premium period opened — that is our problem to fix, not yours to absorb. Write to [email protected] with the details listed under Disputing a charge, and we will either deliver the purchase or refund it in full, whichever you prefer.

Cancelling a Premium subscription

Start by checking which kind of plan you bought. The checkout screen told you, and it is the whole difference:

• Billed once — nothing renews and there is nothing to cancel. Access ends on the date shown for your subscription in the app, and you are not charged again.
• Renews automatically — the payment provider charges the same amount at the start of each period until the renewal is stopped. Your subscription page states which of the two you have, and, for a renewing plan, the date of the next charge.

To stop an automatic renewal:

1. Write to [email protected] from the email address on the account and say that you want the renewal stopped. Give the date and the exact amount of the last charge, which is what lets us find the arrangement. Send no card details of any kind: we hold none, we cannot use them, and we do not want them in an email.
2. You get a reply within 48 hours, and we stop the renewal with the payment provider when we act on it. The cancellation takes effect at the provider, which is where the arrangement to charge you actually lives — so once it is accepted there, no further charge can be taken.
3. Ask us to confirm the date your access runs to. That date is also shown on the Premium page while the subscription is active, and it is the end of the period you have already paid for.
4. Cancel as soon as you have decided rather than on the eve of the renewal. A request that reaches us after the provider has already taken the next payment is handled as a refund request under Refunds below, not as a cancellation in time.

If you signed up through an app store rather than on the website, cancel the subscription in that store's own subscription settings — we cannot stop a charge that a store is making, and only the store can. Everything bought on https://lustai.chat itself is cancelled by writing to us, as above.

What cancelling does, and what it does not do:

• It stops future charges. It is not a refund of the period you are already in.
• You keep Premium until the end of the period you have paid for. Cancelling never cuts access short.
• Gems already credited to your balance stay there and remain spendable after Premium ends. Gems you have already spent are gone; cancelling does not bring them back.
• It does not close your account or delete your data. That is a separate request — see the Privacy Policy.

Deleting your account does not, by itself, stop a recurring charge held at the payment provider. Cancel the renewal first, see that your subscription is shown as cancelled, and only then delete the account — a deleted account is the one place from which neither you nor we can read what the provider is still charging.

Refunds

Ask for a refund within 60 days of the charge. We refund in full, without argument, in these cases:

• we charged you and did not deliver: no gems credited, no Premium period opened;
• you were charged twice for the same purchase, or charged an amount other than the one shown at checkout;
• a renewal was charged after we had confirmed your cancellation;
• a Premium period you have not used at all: no messages sent under it, no generated image, video or voice paid for out of it, and none of the gems it credited spent;
• the payment was not authorised by anyone entitled to use the card — tell us and we will refund it and stop the plan, whatever else this policy says.

We do not refund:

• gems that have been spent — see Gems below for why;
• a Premium period you have used, in whole or in part. Cancel instead: you keep the access you paid for to the end of it;
• a completed generation you did not like. Generated output varies by nature; a refused or failed request costs no gems, but one that produced a result has been produced and paid for;
• purchases on an account terminated for a breach of the Acceptable Use Policy — see Termination below;
• bank conversion or cross-border fees, which we never received.

An approved refund goes back to the card that paid, through the payment provider. We cannot send it to a different card, to a bank account, or in gems. How soon it appears on your statement is set by the provider and your bank; we submit it as soon as it is approved.

You get a first reply within 48 hours. Where a case has to be investigated — a payment the provider has not confirmed to us, for example — it is settled within 30 days at the outside.

Gems: consumed, unused, and what happens to each

Spent gems are not refundable. That follows from what spending them does. Every metered action — a message beyond the free allowance, an image, a video, a stretch of speech, a gift — starts work on hardware and third-party models we pay for by the request, at the moment you ask for it. The gems are consumed as that work runs, and there is nothing left to hand back.

Two consequences, and both run in your favour:

• gems are held before a paid action starts and released back to your balance if it does not complete. A failed generation, a provider error, or a prompt our automated moderation refuses costs you nothing;
• unused gems stay in your balance. They do not expire on their own, they survive the end of a Premium period, and they are still there when you come back.

Unused is not the same as convertible. Gems cannot be cashed out, sold or transferred to another account, and Premium redeemed with gems is not a money purchase — see the gem rules in the Terms of Service.

Where we approve a refund of a gem pack, the gems from that pack are removed from your balance as the money goes back. We cannot return the money and leave the gems. If part of the pack has already been spent, only the unspent part can be reversed, and a refund we grant at our discretion is reduced to that part. The three cases we refund in full whatever your balance shows are the ones listed under Refunds above: a purchase we did not deliver, a duplicate or wrong-amount charge, and a payment nobody entitled to use the card authorised.

Termination and closing your account

If we terminate an account for a breach of the Acceptable Use Policy — content or prompts involving minors, real people used without their consent, and the other categories listed there — access ends immediately, any unused gems and any remaining Premium period are forfeited, and nothing is refunded. We say so plainly because it is the one case where money is kept: the account was closed for conduct, not for anything we failed to deliver.

If you close your own account, access and any unused gems end with it. A period already paid for is not refunded, and gems are not converted into money on the way out. Cancel any automatic renewal first and check that it is cancelled, as above.

Disputing a charge with us

Send it to [email protected] within 60 days of the charge, and include:

• the date and the exact amount of the charge, as your statement shows it;
• the descriptor line you are querying;
• the email address on your account;
• what you expected to happen, and what happened instead;
• no card details of any kind — not the number, not the last digits of it, not the expiry date and not the security code. We hold none of them, they cannot help us find the charge, and an email is the wrong place for them.

A person replies within 48 hours. If a refund is owed we say so and submit it. If it is not, we tell you what the charge paid for and when it was delivered, so you can check the answer rather than take it on trust.

A chargeback filed at your bank does none of the work you want done: it does not cancel a subscription, does not restore spent gems and does not deliver anything. We answer the bank with the transaction record, and we may suspend access to the account the disputed purchase was made on until the dispute is settled.

If our answer does not satisfy you

Escalate through the Complaints Policy. It sets out how a complaint is handled once support has answered, the response times, the outside limit of 30 days for resolving one, and the external routes open to you if we still cannot agree — including your bank and, where one exists, a consumer or payments regulator.

Formal notices about this policy go to [email protected]. Billing questions are answered faster at the support address; the legal address is for correspondence you need on the record.

Statutory rights and governing law

Everything sold here is digital content supplied immediately. Where the law of your country gives you a cooling-off period in which to withdraw from a distance purchase, that right does not survive delivery: by completing checkout you ask for immediate supply and accept that the withdrawal right ends once supply has begun. Supply means the credit of gems to your balance, or the opening of a Premium period.

Nothing in this policy removes a right you hold under mandatory consumer law where you live; where the two conflict, that law wins. This policy is governed by [GOVERNING LAW], and a dispute we cannot settle between us is heard by [COURTS WITH JURISDICTION], as set out in the Terms of Service.