Lumos/Legal/Cancellation and refunds

Cancellation and refunds

Last updated 29 October 2026

In short: cancel any time from Billing and you keep access until the end of the period you have paid for. Individuals can also cancel within 14 days of subscribing, or of an annual renewal, for a refund less the days they have used. Used scan credits are never refunded; unused ones can be within 14 days of purchase.

At a glance

Situation
Individuals
Business customers
Cancel at any time
Access continues to the end of the paid month or year. No further payments.
The same.
Cancel within 14 days of subscribing
Refund of what you paid, less a proportionate amount for the days you had the service and the value of any scan credits used.
No 14-day right. Access continues to the end of the paid period.
Cancel within 14 days after an annual renewal
The same refund as above, for that renewal.
Not applicable.
Unused scan credits
Refundable within 14 days of purchase.
Refundable within 14 days of purchase.
Used scan credits
Not refundable.
Not refundable.
Something goes wrong with the service
Your legal rights apply: we put it right, or refund some or all of the price.
As set out in our terms.
Lumos CRM or Lumos Finance early access
Nothing to refund: reserving is free.
The same.

Why you pay for what you have used

When you subscribe or buy scan credits, you ask us to start straight away so you can use Lumos immediately, and you confirm you understand that you pay for what you have used if you cancel. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 allow this. Once scan credits are used, the reading they paid for has been fully provided, so they can't be refunded.

Worked examples

  • Monthly plan. You pay £20 and cancel on day 5 of a 30-day month. You pay £20 × 5 ÷ 30 = £3.33 for the days used, and we refund £16.67.
  • Annual plan. You pay £220 and cancel on day 10. You pay £220 × 10 ÷ 365 = £6.03, and we refund £213.97.
  • Scan credits. You buy 500 credits for £15 and use 120. Within 14 days of buying them, we refund the 380 unused credits: £15 × 380 ÷ 500 = £11.40.

We count the day you subscribe as day 1 and the day you tell us you are cancelling as the last day.

How to cancel

  1. Online: sign in, open Billing and choose Cancel subscription. You get an email confirming the cancellation.
  2. By email: send a clear statement that you want to cancel to hello@lumoshub.com. You can use the form below, but you don't have to.
  3. By post: write to us at [postal address for complaints and notices].

To ask for a refund of unused scan credits, email us within 14 days of buying them.

How we refund you

We refund within 14 days of you telling us you are cancelling, to the card you paid with. We don't charge a fee for refunds.

Cancellation form

To [Company legal name] Ltd, [postal address for complaints and notices], hello@lumoshub.com:

I give notice that I cancel my contract for the supply of the following service: Lumos Tools subscription / Lumos scan credits (delete as appropriate).

Ordered on: ____________ Email address on the account: ______________________

Name: ______________________ Address: ______________________________

Signature (only if sent on paper): ______________________ Date: ____________