Refund Policy

We're committed to your satisfaction. Because training a personalized AI portrait model consumes real compute time and cannot be un-done, refunds are handled per the tiered policy below rather than a blanket “anytime” refund.

1. Full Refund Before Training Starts

You are entitled to a full refund if you request cancellation before your order's training job begins. In practice, this is the window between payment and the training worker claiming your job — usually a few minutes to several hours depending on queue depth.

To request pre-training cancellation, email support@loralume.com from the email address on your account.

2. Free Re-Training if You're Unsatisfied

If your delivered gallery doesn't look like the person or pet, or if the quality is genuinely poor, we'll re-train once at no additional charge.

• Available within 30 days of delivery.
• You may add or replace photos before the re-train, subject to the same content-moderation checks.
• One (1) free re-train per order.

3. Partial Refund After Two Unsuccessful Trainings

If your second training also fails to meet a reasonable likeness or quality bar, you may request a partial refund of up to 50% of the order total, reflecting the compute and infrastructure already consumed.

Partial refunds are evaluated case-by-case. Contact support@loralume.com with a brief description of the issue and, if possible, links to the gallery images you found unsatisfactory.

4. No Refund Cases

The following are not eligible for refund:

• Orders where the account, order, or uploaded content violates our Terms of Service — including uploads of people or pets who did not consent, uploads of minors outside the family-safe exception, uploads containing prohibited content, or orders on accounts terminated for repeat abuse.
• Orders where you've already downloaded the delivered AI portrait model file (add-on packages excluded, since the trained portrait is the primary deliverable).
• “Change of mind” refunds requested more than 30 days after delivery.
• Rush-tier upcharges when the rush turnaround was actually met (the base package remains refundable per the standard rules).
• Add-on gallery packages ordered against a previously-trained portrait — these consume generation compute only and are non-refundable once delivered.

5. Chargebacks

Please contact us before initiating a chargeback. Unauthorized chargebacks may result in account termination and forfeiture of any Library content. If your chargeback stems from a service issue, we can almost always resolve it faster and more favorably through direct support.

6. Processing Time

Approved refunds are issued to the original payment method within 3–5 business days of approval. Depending on your bank or card issuer, the credit may take an additional 1–2 business days to appear on your statement.

7. Contact

All refund requests go through support@loralume.com. Include your order ID and a brief explanation. We aim to respond within 2 business days.