This policy explains when you can get your money back for a Scanluma subscription. It forms part of our Terms of Service.
Scanluma is a service of Venturi Works, a sole proprietorship registered in the Netherlands. Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders and handles refunds on our behalf.
Try before you buy
Scanluma has a free plan. We recommend using it first to see whether the Service fits your needs, because it runs the same scanning engine as the paid plans.
14-day money-back guarantee on the Pro plan
If you are not satisfied with your first payment for the Pro plan, you can request a full refund within 14 days of that payment. You do not need to give a reason. This applies to both monthly and annual billing.
After we approve the refund, your subscription ends and your account returns to the free plan.
Agency plan
The money-back guarantee does not apply to the Agency plan. Because of the size of the commitment, we would rather make sure the Service fits before you buy: use the free plan to evaluate it, and contact us at support@scanluma.com for a walkthrough or a trial arrangement.
If something is wrong on our side, the section “When we will always refund” below still applies in full.
Renewal payments
Renewal payments are not refundable. Your subscription renews automatically, and we send a reminder before an annual renewal so you have time to cancel.
If a renewal caught you by surprise, contact us within 7 days of the charge and tell us what happened. If you have not used the Service in that new billing period, we will normally refund it as a gesture of goodwill. This is discretionary, not a right.
Cancelling instead of refunding
You can cancel at any time through the customer portal linked from your account, or by emailing support@scanluma.com.
Cancellation stops future payments. It does not refund the period you are in: you keep access to your paid features until the end of the period you have already paid for.
When we will always refund
Regardless of the time limits above, we refund you if:
- you were charged twice for the same period;
- you were charged after cancelling;
- the Service was unavailable for a significant part of your billing period due to a fault on our side;
- the Service does not work as described and we cannot fix it within a reasonable time.
Your statutory rights under Dutch and EU consumer law are not affected by this policy.
Business customers and the right of withdrawal
Scanluma is sold to businesses and professionals. The statutory right of withdrawal under EU consumer law applies to consumers only, and therefore does not apply to a purchase made in the course of a business.
If you are a consumer in the European Union, you normally have a 14-day right of withdrawal for distance contracts. Because Scanluma is digital content that is made available immediately, you expressly request immediate performance at checkout and acknowledge that you lose that statutory right once the Service has been made available to you. Our Pro money-back guarantee above gives you the same 14-day window in practice.
What we do not refund
- Renewal payments outside the window described above.
- Periods during which you had access to the Service but chose not to use it.
- Accounts suspended or terminated for a breach of our Terms of Service.
- Amounts below the minimum that our payment provider can process.
How to request a refund
Email support@scanluma.com from the address on your account, with:
- the email address or order reference on the purchase;
- the date of the payment;
- optionally, the reason, which helps us improve the Service.
You can also contact Paddle directly through the link on your invoice or at paddle.net.
We answer refund requests within 2 business days. Once approved, Paddle processes the refund to your original payment method. It usually appears within 5 to 10 business days, depending on your bank or card issuer. Any VAT or sales tax you paid is refunded along with the purchase price.
Questions
Email support@scanluma.com and we will help you out.