Refund & Cancellation Policy

Lemma operates on a token-based model. There are no subscriptions. You purchase tokens when you need them, and they are credited to your account instantly upon successful payment.

All token purchases are final and non-refundable. This applies regardless of:

• Whether the tokens have been used or remain unused

• The time elapsed since purchase

• The reason for the refund request

Tokens have no expiry date and will remain in your account until used.

Upon signup, 500 tokens are credited to your account at no charge. These tokens carry no monetary value and are not redeemable for cash under any circumstances.

If you choose to delete your account or if your account is terminated for a violation of our Terms of Service, any unused tokens remaining in your account will be permanently forfeited.

Lemma will not issue refunds or credits for unused tokens at the time of account termination, regardless of the reason for termination.

If a token-consuming action — such as digital twin generation, a persona interview session, or report generation — fails to complete due to a verified technical failure solely attributable to the Lemma platform, we will investigate the matter.

A verified technical failure refers to a platform-side malfunction that materially prevents the completion of an action due to an error solely attributable to Lemma's infrastructure. It does not include failures arising from incorrect inputs, user-provided data quality issues, Shopify API unavailability, or third-party internet or vendor outages.

If an issue is confirmed, Lemma may, at its reasonable discretion:

• Restore the tokens consumed by the failed action, or

• Issue equivalent account credits

Refunds or credits are not guaranteed and will be determined after investigation. To report a technical failure, contact us at founders@letslemma.com with your account details and a description of the issue.

If you believe a charge was made in error, contact us at founders@letslemma.com within 7 days of the transaction. We will review the matter and respond within a reasonable timeframe.

Initiating a chargeback or payment dispute without first contacting Lemma may result in immediate account suspension pending resolution.

This policy is governed by the laws of India. Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts in Chandigarh, India.