Refund policy

This Refund Policy applies to fees paid for Lighthouse subscriptions and add-ons purchased through the Service or the Site. It is part of, and uses the definitions in, our Terms and Conditions. Where this policy and the Terms conflict, this policy controls for refund questions.

Paid Plans are sold by Paddle, our merchant of record. Paddle processes payments, issues invoices and receipts, handles taxes, and executes refunds on our instructions. Paddle's own checkout and buyer terms apply to the payment transaction in addition to this policy. If this policy gives you a refund right, we will instruct Paddle to honor it; if Paddle's terms or applicable law give you a broader right, that broader right applies.

Enterprise customers with a signed order form are refunded as that order form provides. If the order form is silent, this policy applies.

The Free Plan costs nothing, needs no payment method, and can be abandoned or deleted at any time. Because nothing is charged, nothing is refunded.

You may request a full refund of any subscription charge within 14 days of the date that charge was made, whether it was your first payment, a renewal, or a charge for added seats. You do not need to give a reason.

This covers:

• the first charge after upgrading from the Free Plan;
• a monthly or annual renewal charge;
• a charge for additional seats or add-ons; and
• a charge you did not intend to make (for example, you forgot to cancel before renewal), as long as you ask within the window.

When a refund is approved, your Organization is moved to the Free Plan at the time of the refund and paid features stop. If the charge covered seats or add-ons only, those are removed. If you were refunded for a period you partly used, no further use of paid features is owed for that period.

Charges older than 14 days are non-refundable, except where Section 5 or applicable law requires otherwise. You can cancel at any time from the billing settings in the Service or by emailing admin@lighthouseai.co. Cancellation stops future charges; you keep paid features until the end of the current billing period, and no partial-period refund or credit is given for the time remaining.

Downgrading a Plan, removing seats, or stopping use of the Service does not by itself create a refund. Pro-rated credits for seat changes are applied by Paddle to future invoices according to its proration rules; they are not paid out in cash.

We will refund, in whole or in part, in the following situations even outside the 14-day window:

• Duplicate or erroneous charges caused by us or Paddle, for the duplicated or erroneous amount.
• Material reduction of paid functionality during a paid period, or termination by Lighthouse for our convenience or because we discontinue the Service, as described in the Terms: a pro-rated refund of prepaid fees for the unused period.
• Uncured material non-conformity with the documentation on a paid Plan, as described in the limited warranty in the Terms: a pro-rated refund of prepaid fees for the unused period.
• Where the law requires it, including statutory cancellation and withdrawal rights that apply to you.

We may decline a refund request, including inside the 14-day window, where:

• your Organization or Users have breached the Terms, including the acceptable use rules, during the period being refunded;
• the request is part of a pattern of subscribing, using paid features heavily, and refunding (we allow one no-questions refund per Organization in any 12-month period; further requests are reviewed case by case);
• the charge was made under an enterprise order form that sets its own refund terms;
• the request relates to warehouse, cloud, Slack, AI provider, or other third-party charges, which are never refundable by Lighthouse because we do not bill them; or
• the request is made by someone who is not an Administrator of the Organization that was billed.

Taxes collected on a refunded charge are refunded with it. Bank fees, currency conversion differences, and interest are not refunded.

Email admin@lighthouseai.co from an Administrator's account email within the applicable window with:

• the email address associated with your Lighthouse account and the Organization name;
• the date and amount of the charge, and the Paddle invoice or transaction number if you have it (it is on the receipt Paddle emailed you); and
• optionally, a sentence on why you are asking, which helps us improve and does not affect eligibility inside the 14-day window.

We will acknowledge your request within 2 business days and decide it within 5 business days. If we need more information we will ask, and the clock pauses until we receive it. We may verify that the request comes from an Administrator of the billed Organization.

Approved refunds are issued by Paddle to the original payment method. We cannot refund to a different card, bank account, or payee. Paddle typically releases funds within 1 to 3 business days, after which your bank or card issuer may take up to 10 business days to show the credit. Refunds are made in the currency of the original charge; if your bank converted the amount, the refunded amount after reconversion may differ slightly, and that difference is not something we control or compensate.

If the original payment method has been closed or cancelled, contact your bank: card networks generally route the refund to the replacement account. If that is impossible, tell us and we will work with Paddle on an alternative, which may require additional verification.

Please contact us before disputing a charge with your bank or card issuer. Almost every billing problem is faster to fix by email than through a chargeback, and this policy is more generous than most card-network dispute rules.

If you open a chargeback on a charge that was valid under the Terms, we may suspend paid features of your Organization while the dispute is pending and may provide Paddle and the card network with evidence of your acceptance of the Terms and your use of the Service. If the chargeback is decided in our favor, we may require that the disputed amount be paid before paid features are restored. We will not pursue a chargeback-related suspension where the dispute concerns an error on our side.

The Service is intended for business customers. If you nevertheless purchase as a consumer and the law of your country gives you a right to cancel a distance contract for digital services (for example, the 14-day withdrawal right in the European Union and the United Kingdom), that right applies in addition to this policy. By starting to use paid features immediately after purchase, you ask us to begin providing the service during the withdrawal period, and where the law allows, you acknowledge that you may owe a proportionate amount for the service used before withdrawal. Nothing in this policy limits rights that cannot be limited by law.

We may change this policy from time to time. Changes apply to charges made after the new effective date; a charge is refunded under the policy in force when it was made. We will post the updated policy on this page with a new effective date and, for material changes that reduce your refund rights, give at least 14 days' notice by email or in the Service.

Questions about a charge, an invoice, or a refund: Lighthouse AI Technologies LLC, Attn: Billing, admin@lighthouseai.co.