Refund Policy

A draft event costs nothing. You can create it, name it, set your reveal timing and gallery settings, generate a QR code preview, and delete the whole thing, all before any money changes hands. Please use that: the surest way to avoid needing a refund is to check the event is right while it is still a draft.

A QRIS payment request expires after 60 minutes. An expired request costs nothing and leaves the event as a draft, and you can simply request a new one.

You were charged twice

If a payment was duplicated, we refund the duplicate in full. Our system is built to ignore repeated payment confirmations, but if money left your account twice, tell us and we will return it.

You paid but the event never activated

If a confirmed payment did not activate your event and we cannot fix it, we refund in full.

Lumora failed during your event

If a failure on our side stopped guests from shooting or destroyed photos that should have been kept, tell us what happened. We refund in full or in part depending on how much of the event was affected.

You cancelled before anyone shot

If your event has not started, no guest has taken a photo, and you tell us before the reveal, we will normally refund it. Ask as early as you can.

Once an event has run (guests scanned in, frames were taken, and the gallery revealed), the service has been delivered, and we do not refund it. That holds even if fewer guests shot than you hoped, or if you did not like the photographs.

We also cannot refund for:

Your event being cancelled or moved

If your own event is called off, tell us before the reveal and we will do what we reasonably can, but a Lumora event that has already activated is not automatically refundable.

Devices, browsers, or venue wifi

Guests' phones, browsers, and network conditions are outside our control.

Photos deleted after retention ended

Media is permanently deleted 30 days after an event starts, and we say so throughout the product. Download your photos before then.

Guests using the service badly

Frames spent on accidental shots, or a guest clearing their browser to get a second roll, are not grounds for a refund.

Email myansstudio@gmail.com from the address on your Lumora account, and include the event name, roughly when it ran, and what went wrong.

Every refund is reviewed by a person. We do not process them automatically. We aim to answer within a few business days. If we approve one, the money returns by the same QRIS route you paid with, on your bank or wallet provider's timeline rather than ours.

An approved refund closes the event immediately.

Closing stops uploads at once and ends guest gallery access. The event's media then follows the normal retention rule and is permanently deleted 30 days after the event started; closing early does not move that date. If there are photos you want to keep, download the photos before you ask for a refund, or say so in your email and we will make sure you have them first.

We may update this policy from time to time. The version that applies to your event is the one published when you paid, and the revision date at the top of this page reflects the current one.

Refund requests and questions both go to myansstudio@gmail.com. See also the Terms of Service and the FAQ.