Refund Policy

Last updated: April 29, 2026

This Refund Policy describes when and how you can request a refund for paid subscriptions to LunaRabbit Inc.'s products and services (the "Services"). It also explains how to cancel a subscription. This policy supplements our Terms of Service and applies to all paid plans once they become available.

Beta status: The LunaRabbit Office Free plan is currently provided as a Beta Service at no cost; no payment is collected and therefore no refund mechanism applies during this period. The provisions below take effect when paid plans are introduced.

Defined terms. "Subscription start date" means the date on which your payment for a paid plan is successfully processed by our payment processor and access to the corresponding paid features is enabled on your account. "Paid feature" means any feature, AI model, capability, credit allocation, or other digital content that is gated behind a paid plan and is not available on the Free plan. "Initiating use" of a paid feature means executing any action that consumes or accesses that paid feature — for example, running a paid-tier AI request that draws from the paid model selection or paid credit pool.

1. Cooling-Off Rights by Region

The protections you receive depend on the laws of the country or region where you reside.

1.1 European Economic Area (EEA) and United Kingdom

If you are a consumer resident in the EEA or the UK, you have the right to withdraw from your purchase within fourteen (14) calendar days after the subscription start date, without giving any reason, pursuant to the Consumer Rights Directive (EU) 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For the purpose of this policy, the paid Services are classified as digital content not supplied on a tangible medium under Article 16(m) of the Directive (and the equivalent UK provisions). By initiating use of any paid feature within the cooling-off period — for example, running a paid-tier AI request — you (a) give your express prior consent to the immediate performance of the Service and (b) acknowledge that you thereby lose your right of withdrawal as to that paid feature, to the extent permitted by Article 16(m). Paid features that have not yet been initiated remain refundable within the 14-day window.

• To exercise your right of withdrawal, contact us using the channel described in Section 4 within the 14-day period. You may use the model withdrawal form set out in Annex I of Directive 2011/83/EU; an example is provided at the end of this policy. You are not required to use the model form.
• Refunds, where applicable, will be issued to the original payment method without undue delay and in any event not later than fourteen (14) calendar days from our receipt of your withdrawal request, as required by Article 13(3) of the Directive.

1.2 South Korea

The Act on the Consumer Protection in Electronic Commerce (전자상거래 등에서의 소비자보호에 관한 법률) requires a minimum seven (7) day withdrawal window for South Korean consumers. LunaRabbit voluntarily extends this to fourteen (14) calendar days for all consumers worldwide, ensuring you receive uniform protection regardless of region.

• For digital content already supplied (e.g., AI credits that have been fully consumed from a given payment), the right of withdrawal as to that payment may be limited as permitted by Article 17(2) of the Act, provided that you were given clear notice and provided express consent at the point of purchase. See Section 1.4 for how this applies when you have made multiple payments (for example, an initial subscription plus a later plan upgrade).
• The unused portion of credits remains eligible for withdrawal within the fourteen-day window.
• Refunds, where applicable, will be issued to the original payment method within three (3) business days of approval.

1.3 United States and Other Regions

Where local law does not require a statutory cooling-off period, we offer the same fourteen (14) day refund window described in Sections 1.1 and 1.2, subject to the conditions in Section 2 below.

1.4 How Refund Eligibility Is Calculated for Multiple Payments

If your account has multiple payment transactions (for example, an initial monthly subscription followed by a plan upgrade), refund eligibility is evaluated per payment transaction. Each separate charge is assessed independently for the 14-day window and the access trigger described in Section 1.1.

• Independent 14-day window: Each transaction's window is counted from that transaction's payment date, not from any earlier transaction. A single refund request may include some transactions inside the window and others outside it.
• Access trigger applies per transaction: The Article 16(m) trigger in Section 1.1 — under which initiating use of paid features within the cooling-off window forfeits the right of withdrawal — applies independently to each transaction's allocated paid features. Consuming all paid features funded by Transaction A does not affect the refund eligibility of Transaction B.
• Example 1: You subscribe to a paid plan and use a small portion of your paid credits over 5 days, then request a refund. The transaction is within the 14-day window and you have not consumed the full credit allocation, so a full refund of the subscription charge is issued.
• Example 2: You consume your full monthly credit allocation, then upgrade to a higher plan within the same 14-day period and request a refund. The initial transaction's access trigger has been activated (Section 1.1), so it is not refundable. However, the upgrade transaction is independently evaluated and, because you have not yet consumed credits beyond your original plan's allocation, the upgrade portion remains refundable.
• Example 3: All of your paid credits across both transactions have been fully consumed when you request a refund. Both transactions' access triggers have been activated, and no refund is due.

2. Eligibility and Limitations

To be eligible for a refund:

• The request must be submitted within the applicable window described in Section 1.
• The account must not be suspended or terminated for violation of our Terms of Service.
• The request must come from the account holder or an authorized billing contact for the account.

The following are not refundable except where required by law:

• AI credits or other usage units that have already been consumed.
• Subscription periods that ended more than fourteen (14) days before the request was received.
• Paid features (such as AI credit allocations) for which you have already consumed the full allocation funded by a given payment — see Section 1.4 for how this is calculated when multiple payments are involved.
• Add-on purchases or one-time fees that have been fully delivered or activated.
• Charges arising from fraudulent activity, chargeback abuse, or breach of the Terms of Service.
• Renewal charges for subscriptions that you did not cancel before the renewal date — see Section 3.

3. Cancelling or Changing a Subscription

Cancellation and refund are different. Cancellation stops the subscription from renewing and does not by itself entitle you to a refund of the current period. Refund reverses a charge that has already been made, subject to the eligibility rules in Sections 1 and 2.

• You can cancel your subscription at any time from your account billing page or by contacting us using the channel in Section 4.
• Cancellation takes effect at the end of the current paid billing period; you retain access to paid features until that date.
• Mid-period plan downgrades follow the same scheduling rule: a downgrade to a lower-tier plan is scheduled to take effect at the next renewal, not immediately. You retain access to your current plan's paid features until that date, and the lower-tier price will apply from the following billing cycle.
• Plan upgrades within a billing period are processed immediately; the price difference is prorated by the payment processor as described in our Terms of Service.
• Annual subscriptions — limitations after the cooling-off window: Once the 14-day cooling-off window in Section 1 has passed, downgrades from an annual plan to a monthly plan, or to a lower-tier annual plan, are deferred to the end of your current annual billing period. This protects the discount associated with the annual commitment. Plan upgrades to a higher-tier annual plan remain available at any time.
• To avoid being charged for the next billing cycle, you must cancel before the renewal date.
• If both cancellation and a refund are appropriate (for example, a consumer cancelling within the 14-day cooling-off window), we will process both in a single workflow on receipt of your request.

4. How to Request a Refund

Send a refund request to [email protected] from the email address associated with your account. Please include:

• Account email and the platform you are using (LunaRabbit Office for Microsoft Office™ or Google Workspace™).
• The order or invoice number, if available.
• The date of the charge you would like refunded.
• A brief reason for the request (no specific reason is required for cooling-off requests under Sections 1.1 and 1.2).

We will acknowledge your request within three (3) business days and aim to complete our review within five (5) to seven (7) business days. Where a refund is due under Section 1.1 (EEA/UK consumers), the refund itself will be issued without undue delay and not later than fourteen (14) calendar days from our receipt of your withdrawal request, as required by Article 13(3) of the Directive. For all other approved refunds, we will instruct our payment processor to issue the refund to your original payment method promptly after approval.

5. Processing Time and Method

• Refunds are issued in the original currency to the original payment method whenever technically possible.
• Once approved, the time for the refund to appear in your account depends on your payment method and bank — typically five (5) to ten (10) business days for cards, and up to five (5) to seven (7) business days for digital wallets such as KakaoPay, Naver Pay, Apple Pay, Google Pay, or PayPal. The actual time depends on the wallet provider and any intermediate banking institution involved.
• Currency conversion fees, foreign-exchange spreads, or processing fees charged by your bank or card issuer are not within our control and are not refundable.
• If the original payment method is no longer available (for example, an expired card), we will work with our payment processor to identify an alternative refund channel.

6. Merchant of Record and Tax

Payments for paid plans are processed through a third-party payment processor that acts as our Merchant of Record. The processor is responsible for invoicing, payment collection, and applicable VAT, GST, or sales tax compliance on our behalf. The identity of the processor is disclosed at checkout. Tax that was charged at the time of purchase will be refunded together with the underlying purchase amount where the law requires.

7. Disputes and Chargebacks

If you believe a charge is incorrect, please contact us first using the channel in Section 4 — we resolve most issues within ten (10) business days. Initiating a chargeback with your bank or card issuer before contacting us may delay resolution. In cases of demonstrably abusive behavior — such as repeated unfounded chargebacks initiated after our refund process has been offered to you — we may temporarily suspend the account pending review. Nothing in this section is intended to limit your statutory right to dispute charges with your card issuer or bank where you genuinely believe a charge is incorrect.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email or in-product notice and will take effect no earlier than thirty (30) days after the notice. Refunds for purchases made before the effective date of any change will be evaluated under the policy in force at the time of purchase.

9. Contact

For any questions about this Refund Policy or to submit a request:

• Email: [email protected]
• Trader / legal entity: LunaRabbit Inc., a Delaware corporation (United States)
• Mailing address: LunaRabbit Inc., 131 Continental Drive, Suite 305, Newark, DE 19713, United States

Annex I — Model Withdrawal Form (EEA / UK)

You may use the form below to exercise your right of withdrawal under Section 1.1, but you are not required to do so. Send the completed form to [email protected].

To:    LunaRabbit Inc.
       [email protected]

I/We hereby give notice that I/we withdraw from my/our
contract for the supply of the following service:

  Service:                          ____________________
  Order or invoice number (if known): __________________
  Subscription start date:          ____________________
  Date of order:                    ____________________
  Name of consumer(s):              ____________________
  Address of consumer(s):           ____________________
  Signature (paper notice only):    ____________________
  Date:                             ____________________

This Refund Policy is governed by the laws stated in our Terms of Service. Nothing in this policy limits the statutory rights of consumers under applicable mandatory law, including (without limitation) any non-derogable rights under EU Directive 2011/83/EU, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the South Korean Act on the Consumer Protection in Electronic Commerce, or comparable laws in other jurisdictions.