Refund Policy

Version 2 · in effect since October 3, 2026

Last updated: 3 October 2026

This policy describes how payments to Lumara (subscriptions and the wallet), cancellation and refunds work. It supplements the Terms and Conditions.

1. What it covers

The policy applies only to payments made to SRL "BALAN PRO" through the Platform: the Pro and Business subscriptions and wallet top-ups. It does not cover money paid directly to a Specialist for a job — Lumara does not collect and cannot refund those amounts; for them, contact the Specialist or, where appropriate, the competent authorities.

2. Subscriptions and renewal

  • The Start plan is free. The Pro and Business plans are paid monthly, in lei (MDL), through the secure page of maib bank.
  • At the first payment, the card is saved at maib for automatic renewal. Lumara does not store full card details.
  • The subscription renews automatically at the end of each month: from the wallet balance if it covers the price, otherwise from the saved card.
  • If the payment fails, you have a 3-day grace period, during which we try to charge the card once more. If it fails again, the subscription expires and the account returns to the limits of the Start plan. No penalties are charged.
  • A price increase is announced to you by e-mail or by a notification in your account at least 30 days before it applies to your subscription's renewal; no new price applies to a period already paid for.

3. Cancellation and changing plan

  • You can cancel renewal at any time, from the Specialist account, under Subscription. Cancellation takes effect at the end of the paid period; until then you keep all the benefits and can undo the cancellation.
  • Downgrading to a lower plan takes effect from the next renewal.
  • Upgrading to a higher plan is a new payment, at the full price, and the new one-month period starts immediately. The days left on the previous plan are not recalculated and are not refunded automatically.
  • Cancellation does not trigger an automatic refund for the days left in the current month.

4. When we refund

We review each request individually. We refund, in full or in part, in particular when:

  • you were charged twice for the same period or the same top-up;
  • you were charged by mistake (for example, a wrong amount, or a renewal after the cancellation had been confirmed);
  • the Platform did not work through our fault for a significant period, and the paid plan could not be used;
  • the law requires us to.

In other justified situations — for example, an upgrade made by mistake and reported straight away — the team may decide on a partial refund. We do not refund periods already used, nor the subscription of an account suspended for breaching the Terms, except where the law provides otherwise.

5. The wallet and the bonus

  • The wallet balance can be used only to pay for subscriptions on the Platform. It cannot be transferred to another user and does not earn interest.
  • A bonus granted by Lumara (for example, on registration) cannot be withdrawn as cash and is not refundable.
  • An amount topped up by card and not yet spent can be refunded, on request, to the card it was paid from. The part already used for subscriptions can no longer be refunded as a top-up.
  • A payment made from the balance is corrected, where applicable, by crediting the balance.

6. How to request a refund

  1. Send a written request to the address in the "Contact" section, stating the e-mail or phone linked to your account.
  2. Give the date and amount of the payment and the reason for the request. Please write to us as soon as possible after the charge.
  3. We will reply within the time limit set by law.

Refunds are made only to the card used for the payment, through maib, in full or in part. You can see the refund in the list of payments in your account, and the issuing bank usually credits it within a few working days, depending on its own timelines. We do not make refunds in cash or to another account.

7. Consumer rights

If you are a consumer, you benefit from the rights provided by Law No. 105/2003 on consumer protection and the other legislation of the Republic of Moldova. Nothing in this policy limits those rights. You can also contact the Agency for Consumer Protection and Market Surveillance.

8. Contact

SRL "BALAN PRO", IDNO 1013600015807

Address: MD-4829, Măgdăcești village, Criuleni district, Republic of Moldova