Refund Policy

If Loru did not work for you, we would rather refund you than argue. The one thing we cannot refund is generation you have already used: every second of AI video, voiceover and image costs us money with the providers the moment it is made, and it cannot be un-made.

Payments are processed by Paddle, our merchant of record, so an approved refund is issued by Paddle to your original payment method, usually within 5–10 business days.

You can ask for a refund of a subscription payment within 14 days of being charged. You get the payment back minus the value of the allowance you have already used in that period, priced at the plan’s own rates. If you have used none of it, that is the whole payment.

Cancelling is a different thing, and it needs no request: cancel any time from Manage subscription, keep everything until the end of the period you paid for, and it will not renew.

Packs are refundable within 14 days if untouched. Once a pack has started depleting it has been spent with the providers and is no longer refundable, though what remains of it never expires and stays usable for as long as you have an account.

The deduction in §2 assumes the product worked. Where it did not — a generation that failed but was counted, an outage that ate your scheduled publishing window, a defect on our side — tell us, and we will restore the allowance, extend the period, or refund without the deduction. Failures we can see in our own logs do not need proving.

If you are a consumer in the EU/EEA or UK, you have a 14-day right of withdrawal. For digital services that right lapses to the extent the service has already been performed with your consent: by starting to use your allowance immediately after purchase, you consent to immediate performance, and withdrawal then covers the unused remainder. Your statutory rights are otherwise unaffected.

Email support@loru.app from the address on your account with the words “refund request”. No forms, and no reason needed, though if something broke it helps us to know what. We answer within 3 business days. You can also reach Paddle directly through the receipt in your email.

Accounts that systematically consume allowances and then refund, or that charge back instead of writing to us, may lose access. A chargeback is slower for you than an email and costs us the bank’s fee on top of the refund, so please write first.