Refund policy

Luce is sold through Creem, our merchant of record. Instead of refunding money, Luce gives places back: what an event no longer needs returns to your credit, which never expires. This page explains each case.

Plans are paid in advance, monthly or yearly. You can cancel any time in Plan & billing; the plan stays on until the end of the period you have paid for, then doesn't renew. Unused time is not refunded. Changing between monthly and yearly is done in the billing portal.

Extra people are bought before publishing, five dollars at least; what a purchase brings beyond the need goes to your credit.

If you lower an event's capacity or cancel it before its show starts, its places come back: to your credit first, then to that month's people while the month lasts. Credit never expires but is not paid back as money.

An event pass opens Pro's tools for one event and is paid once. It stays with the event if its date or details change, and is not refunded if the event is cancelled.

We refund a payment when you were charged twice, when you paid for something you didn't get because of a fault on our side, or when the law requires it. Write to hello@luce.show within 14 days of the payment. Creem pays refunds back to the original payment method; people bought with a refunded payment leave your credit.

If you are a consumer, the law where you live may give you a right to withdraw from a purchase. By starting a plan or buying places you ask us to provide them at once; where the law allows, the right of withdrawal ends once the service has been provided, for example when the places are used by a published event. Rights the law does not let you give up are not affected.

If something is wrong with a payment, write to us first at hello@luce.show; most problems are solved quickly. While a chargeback is open, the plan or places it paid for may be put on hold.