REFUND AND CANCELLATION POLICY
This Refund and Cancellation Policy describes the terms under which Lemnia LLC processes refund requests and cancellations for the Lymnus platform.
1. Overview
Lymnus operates on a token-based consumption SaaS model. Because token consumption occurs immediately upon use of AI processing features, and because our costs (including AI model provider costs) are incurred at the time of processing, our general policy is that all fees paid are non-refundable. However, we recognize that exceptions may be warranted in specific circumstances, as described below.
2. Subscription Fees
2.1 General Non-Refundability
Monthly and annual subscription fees are non-refundable once a billing period has commenced. This includes situations where: you did not use the Platform during the billing period; you used fewer tokens than your plan allocation; you decided to switch to a different plan; or you cancelled your subscription during the billing period.
Plan downgrades take effect at the end of the current billing period. You retain access to your current plan until that date. No credits, refunds, or prorations are issued for the remaining time on a higher-tier plan when downgrading.
2.2 Pro-Rated Refunds
We do not provide pro-rated refunds for partial billing periods upon cancellation. Your subscription will remain active until the end of the current billing period, after which it will not renew.
2.3 New Subscriber Exception
We may, at our sole discretion, offer a refund on the first subscription payment if all of the following conditions are met:
The refund request is submitted within 7 calendar days of the initial subscription payment
The account has consumed fewer than 5% of the monthly token allocation
No significant processed data, extracted datasets, or reports have been downloaded
The request is made in good faith and is not an attempt to abuse a free trial
To submit a new subscriber refund request, email billing@lymnus.com within the 7-day window.
3. Token Purchases
3.1 Non-Refundability of Token Purchases
Additional token purchases made through the Platform are non-refundable under all circumstances, as tokens are immediately added to your balance and may be consumed at any time.
3.2 Unused Tokens on Cancellation
Upon cancellation of your subscription, purchased token balances and any remaining monthly allocation remain available in your account until their natural expiry. Tokens have no cash value and cannot be exchanged for money.
4. Billing Errors and Duplicate Charges
If you believe you have been charged incorrectly — for example, due to a billing error, duplicate charge, or unauthorized transaction — please contact us immediately at billing@lymnus.com with: your account email address; the date and amount of the charge; and a description of the issue. We will investigate and, if a billing error is confirmed, issue a full correction or refund within 10 business days. Billing error claims must be submitted within 60 days of the erroneous charge.
5. Platform Outages and Service Failures
In the event of a significant platform outage or service failure attributable solely to Lemnia LLC, we may, at our discretion, offer service credits equivalent to the affected downtime period, or token credits for tokens consumed during a failed processing job that did not produce output. We do not guarantee uptime and do not provide automatic refunds for outages. Please refer to our Service Level Agreement and Terms of Service for the limitation of liability provisions.
6. Cancellation Process
6.1 How to Cancel
You may cancel your subscription at any time through:
Platform Settings: Navigate to Billing → Manage Subscription → Cancel Subscription
Email: Send a cancellation request to billing@lymnus.com from your account email
6.2 Effect of Cancellation
Upon cancellation: your subscription remains active until the end of the current billing period; no further charges will be made after the current billing period ends; your account will revert to the Free plan or be deactivated, depending on your plan type; your data will be retained according to our Privacy Policy, and you may export your data before the end of your subscription.
6.3 Automatic Renewal
Subscriptions automatically renew at the end of each billing period. To avoid renewal charges, you must cancel at least 24 hours before the next renewal date. We send renewal reminder emails before the billing date to users who do not have automatic renewal enabled, so they can act before their subscription expires.
7. Account Termination for Policy Violations
Accounts terminated due to violations of our Terms of Service or Acceptable Use Policy are not entitled to refunds of any subscription fees, token balances, or other payments made. Any token balances remaining at the time of termination will be inaccessible as the account will be deactivated.
8. Annual Plans
Annual subscription plans may be offered at a discounted rate compared to monthly plans. Annual plans are paid upfront for the full year and are non-refundable after the 7-day new subscriber window described in Section 2.3. Cancellation of an annual plan will prevent renewal at the end of the annual term; no refund is issued for the remaining months.
9. Enterprise Contracts
Customers on custom enterprise contracts should refer to their specific contract for refund, cancellation, and SLA terms. Enterprise contract terms supersede this Refund Policy where they differ.
10. How to Request a Refund
To request a refund under any applicable exception described above: Email billing@lymnus.com with the subject line "Refund Request — [your account email]"; include your account email, the charge date and amount, the reason for your request, and any supporting information. We will acknowledge your request within 2 business days and provide a decision within 10 business days. Approved refunds are processed to the original payment method and may take 5–10 business days to appear on your statement.
11. Changes to This Policy
We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective upon posting to https://lymnus.com/legal. Continued use of the Platform constitutes acceptance of the revised policy.
12. Contact
For billing and refund questions: billing@lymnus.com
General Legal: contact@lymnus.com
Lemnia LLC
131 Continental Dr, Suite 305, Newark, Delaware 19713, United States
Website: https://lymnus.com