Refund Policy

1. Purpose

This Refund Policy governs the conditions under which LemonGrass Communications S.L. ("Olympon") handles refund requests for its software as a service (SaaS) platform, Olympon. This policy applies to all subscription plans.

2. Nature of Services and General Non-Refund

Olympon offers a digital service based on a monthly subscription model. Since costs are incurred immediately to provide access to infrastructure and third-party artificial intelligence models, as a general rule, subscription fees are non-refundable.

Payments are made in advance for each billing cycle (monthly). Once a billing cycle has begun, no prorated refunds will be made for unused time if you decide to cancel your subscription.

3. Right of Withdrawal for EU Consumers

In accordance with Directive 2011/83/EU, if you are a consumer resident in the European Union, you have the right to withdraw from your initial subscription purchase within 14 calendar days without giving any reason.

Exception to the Right of Withdrawal:

This right of withdrawal is lost if you begin to actively use the Platform services (for example, by running AI agents or consuming tokens) before the 14-day period ends, provided that you have given your prior express consent to the commencement of service provision and have acknowledged that, as a result, you lose your right of withdrawal.

By accepting our Terms and Conditions and beginning to use the Platform, you grant such consent.

4. Subscription Cancellation

You may cancel your subscription at any time from your account dashboard. Cancellation will be effective at the end of the current billing cycle. You will continue to have access to the Platform until the end of that period. No refunds will be made for the remaining period.

5. Exceptions for Refunds

Olympon may consider, at its sole discretion, a refund or credit in the following exceptional circumstances:

Billing Errors:

If you have been charged an incorrect amount due to a demonstrable technical error on our part or on the part of our payment gateway, Stripe, Inc. You must contact our support team within 30 days from the billing date.

Serious Service Breach:

If the Platform suffers a total and unannounced service interruption that prevents you from accessing core functionality for a period exceeding 72 consecutive hours, and is directly attributable to Olympon. Interruptions due to scheduled maintenance, third-party provider failures (including AI providers) or problems with your own Internet connection will not entitle you to a refund.

Requests under these exceptions will be evaluated on a case-by-case basis.

6. Refund Request Process

To request a refund under one of the exceptions mentioned, you must send an email to info@lg-media.es, providing the following information:

• Username and email associated with the account.
• Date and amount of the transaction.
• Detailed reason for the request, with supporting evidence (screenshots, etc.).