Billing & Refund Policy

1. Who bills you

Paid plans are sold by LUMI TECHOLOGY CORPORATION - FZCO (“FileMentra”). Payments are processed by Stripe, which handles your card details; FileMentra never sees or stores your full card number. Your bank statement shows a charge from FileMentra. This policy forms part of our Terms of Service.

2. Plans and prices

Plans are priced per workspace, in US dollars, and billed in advance, monthly or yearly. A year is billed as ten months, so yearly billing includes two months at no charge. Current prices, limits and features are on the pricing page and are confirmed at checkout.

• Launch price. A new paid subscription gets the launch price shown at checkout for its first six monthly payments, or for its first year on yearly billing. After that it renews at the list price, which the Billing page shows before the change.
• Vault members. On the Vault plan, data-room access for the owner is included; each additional person with Vault access is billed as a separate seat.
• Taxes. Prices exclude tax. Tax is worked out at checkout from the country you give. Today we charge it only in the United Arab Emirates, where 5% VAT is added for buyers based there. In the EU and the UK plans are sold to businesses with a VAT number, and no VAT is added under the reverse charge. Your VAT or tax number is shown on your invoices. If we start charging tax in your country, we will tell you before it first appears on an invoice. A refund returns what you paid, including any tax charged with it.
• Invoices and receipts. Every payment has an invoice and a receipt, available from the Billing page, and we email a confirmation when a payment succeeds.

3. Renewal

Paid plans renew automatically at the end of each billing period for another period of the same length, and your payment method is charged at the start of it. For yearly plans, we remind you by email before the renewal. You can turn renewal off at any time on the Billing page of your workspace.

4. Cancelling

Turning off renewal is how you cancel. The plan stays active until the end of the period you have already paid for; after that the workspace moves to the Free plan. Nothing is deleted when a workspace moves to Free: if it holds more than the Free plan allows, you can keep opening and downloading your files, but cannot add or share more until you remove enough or choose a paid plan again. You can turn renewal back on at any time before the period ends.

5. Changing plans

Credits are applied to future invoices of the same workspace and are not paid out in cash, except where the law requires it.

6. Refunds

You can ask for a refund on any payment made in the last 180 days. How much comes back depends on how long ago you paid and on how you are billed:

The unused part is counted in days. For example, on a $39 monthly plan, asking on day 15 of 30 returns $19.50, and asking on day 25 returns $6.50. On a yearly plan, asking after two months returns ten twelfths of what you paid. A refund is never more than you paid, less anything already refunded on that payment.

A refund of the unused part ends the plan: the workspace moves to the Free plan at once and the saved card is removed. Nothing is deleted; if the workspace holds more than Free allows, it becomes read-only for 30 days, as described in section 8. Independently of the table above, we also refund:

• Charged in error. A duplicate charge, a charge after you had turned renewal off, or a charge for the wrong plan is refunded in full.
• Our failure. If the Service is unavailable for a substantial part of a billing period because of a fault on our side, or if we remove a material feature of your plan during a paid period, we refund the affected part of that period, and you keep your plan.
• We end the agreement. If we close your workspace for a reason other than your breach of the Terms, we refund the unused part of any prepaid period.
• Where the law requires it. Nothing in this policy limits a refund or a right of withdrawal that consumer law gives you where you live.

We do not refund when a workspace is suspended or closed because of a breach of the Acceptable Use Policy.

7. How to ask for a refund

Open the Billing page of your workspace and choose Request a refund. Pick the payment, tell us what happened and, if it helps, attach a screenshot. The form shows what our policy would give back before you send it. Only the workspace owner and people who manage its billing can ask, and one request is open at a time.

A person on our team reads every request and answers within five business days, by email and on the Billing page. An approved refund is returned to the original payment method, usually within 5 to 10 business days depending on your bank. If you cannot open the Billing page, write to [email protected] from the owner’s email address with the workspace name and the payment date instead. If you believe a charge is wrong, please contact us before disputing it with your bank; we can usually resolve it faster.

8. When a payment fails

If a payment is declined, Stripe retries it over the following days and we email the workspace owner so the payment method can be updated. If the payment still fails:

1. The subscription ends and the workspace moves to the Free plan. If it already fits the Free plan, nothing else changes.
2. If it holds more than the Free plan allows, it becomes read-only for 30 days. People in the workspace can still open, download and delete files, but nothing new can be uploaded or shared, and existing links for guests pause.
3. We email the owner and admins when this starts, 7 days before the end and 1 day before.
4. The restriction ends as soon as a paid plan is chosen again or enough is removed to fit the Free plan.
5. If neither happens within 30 days, files are removed until the workspace fits the Free plan: first those in the trash, then the most recently added. Files under a legal hold, and files needed by a signed document or a Vault record, are never removed this way. We tell the admins exactly which files were removed.

9. Delivery allowance

Each plan includes a monthly delivery allowance, which counts downloads and files opened by guests. When it is used up, downloads pause until the allowance resets on the first day of the next calendar month (UTC), or until you upgrade. We notify admins at 80% and when downloads pause. We do not charge for overage unless you have switched on a paid add-on that says so.

10. Questions

Billing questions: [email protected].