Refund Policy

Lume is a digital service operated by Oddballtrip LLC. This policy explains when a pass or gift card can be refunded. The short version: if you haven't activated your pass yet, we'll refund it — once you activate, the tour is delivered and it's no longer refundable.

1. Before you activate

If you have not tapped activate on your pass, you may request a full refund within 14 days of purchase. Just email us the address you used and we'll refund the original payment method.

2. After you activate

Activation delivers the service in full: it starts your validity window and unlocks the tour. For that reason, an activated pass is not refundable, except where a refund is required by applicable law or where the service was faulty (see below).

3. EU/UK right of withdrawal

If you are a consumer in the European Union or United Kingdom, you normally have a 14-day right to withdraw from a distance purchase. Lume is digital content supplied on demand: when you tap activate, you expressly request immediate performance and acknowledge that you thereby lose your right of withdrawal for that pass. Before activation, your 14-day withdrawal right applies as described in section 1.

4. If something went wrong

If you never received your code, couldn't access your tour, or the content was materially defective, contact us — we'll make it right, whether by fixing the issue, re-issuing your pass, or refunding you. Your statutory rights as a consumer are unaffected by this policy.

5. Gift cards

An unredeemed gift card can be refunded within 14 days of purchase, at the buyer's request. Once a gift card has been redeemed and bound to a city, it is treated as a pass and follows the rules above.

6. How to request a refund

Email hello@lume.travel from (or quoting) the email address used for the order, with your approximate purchase date. Approved refunds are returned to the original payment method, typically within 5–10 business days depending on your bank or card provider.

7. Contact

Questions about a refund? Email hello@lume.travel or see our contact page.