Refunds

We want you to walk happy. If something is wrong, here’s where you stand.

14-day refund window — unused passes

If you have not yet activatedyour pass and the purchase was within the last 14 days, we’ll refund you in full, no questions asked. Email us with your code.

Activated passes

Once activated, a pass is consumed. We cannot offer a full refund because the content has been served. However:

• Technical failures on our side (audio not playing, POIs missing, broken activation) — full refund.
• Significantly inaccurate content reported during the active window — partial refund and we fix the content.

How to request a refund

Email hello@lume.travel with your activation code and a short note. We process refunds within 5 working days through the original payment method.

What is not refundable

We don’t refund based on personal taste (“I didn’t like the tone”), weather, or your own scheduling change. Passes do not expire — if you didn’t activate, the pass remains usable on a future visit.