Refund Policy

Last updated: 3 June 2026

We want every student and parent to feel confident trying LulusAI. This Refund Policy explains when and how you can request a refund for a paid subscription. It forms part of our Terms and Conditions.

1. Free trial

Every new student account includes a 14-day free trial of a single subject. No payment is taken during the trial, so no refund is required. The trial ends automatically unless you choose to subscribe.

2. 7-day money-back guarantee (monthly & annual plans)

We offer a 7-day money-back guarantee on your first paid subscription. If you are not satisfied with the Service within 7 days of your first successful payment, email us at hello@lulusai.my and we will refund that payment in full.

The 7-day guarantee applies only to:

• Your first paid subscription (one per customer / household).
• Payments made directly through our website via Billplz.
• Requests received within 7 calendar days of the payment date.

3. Renewals (after the guarantee window)

Subscriptions renew automatically unless cancelled before the renewal date. Renewals after the initial 7-day window are generally non-refundable. As a goodwill gesture, we may pro-rate a refund for an annual plan within 14 days of an unintended renewal if no significant usage has occurred — decisions on goodwill refunds are at our discretion.

4. How to cancel auto-renewal

You can cancel auto-renewal at any time from Account → Subscription. Cancelling stops the next billing cycle; you keep access to paid features until the end of the current cycle. Cancellation alone does not refund a past payment.

5. How to request a refund

1. Email hello@lulusai.my from the email address registered on your account.
2. Include your full name, the transaction reference shown on your subscription page, and a brief reason for the refund request.
3. We will acknowledge your request within 2 working days and complete eligible refunds within 7–14 working days, depending on your bank or card issuer.

6. Non-refundable situations

Refunds will not normally be granted for:

• Requests made more than 7 days after the original payment (subject to the goodwill clause in section 3).
• Accounts terminated for breach of our Terms and Conditions — for example, sharing accounts, cheating, abuse of AI features, or scraping question banks.
• Partial use of a billing cycle after the guarantee window — pro-ration is not provided for monthly plans.
• Add-on charges, school plan seats, or institutional invoices once services have been provisioned, unless otherwise agreed in writing.
• Payments made through third parties (school billing, in-app stores or future channels) which are governed by that party's refund policy.

7. School and institutional plans

Refunds for school plans, learning centres, and bulk seat purchases are handled under the written agreement between us and the school. Where no specific clause applies, the school may contact us to discuss pro-rated reductions for unused seats.

8. Currency and processing

Refunds are issued in Malaysian Ringgit (RM) to the original payment method. We are not responsible for currency conversion fees, foreign-bank charges, or processing delays beyond our control.

9. Changes to this policy

We may revise this Refund Policy from time to time. The version in effect at the time of your payment applies to that payment.

10. Contact

Refund questions and requests: hello@lulusai.my.