Refund & Cancellation Policy

This policy explains how to cancel your Luza subscription and when you can get a refund. It is part of our Terms of Service and applies to all customers of Luza, operated by Maksim Stokolesov ("we", "us", "our").

How to cancel

You can cancel your subscription at any time by:

• emailing makegrandmassmile@gmail.com with the email address you used to subscribe; or
• using the cancellation option in your account settings (where available).

Cancellation takes effect at the end of your current billing period (weekly or monthly). After that, your subscription will not renew and you will not be charged again. Your access to the Service continues until the end of the period you have already paid for.

When you get a refund

There are four situations in which you may be entitled to a refund. Each is described below.

1. You change your mind within 14 days of signing up (UK consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the date of sign-up to cancel for any reason and request a refund.

How much you get back depends on whether the Service has started:

• If calls have not yet begun — you get a full refund.
• If calls have already begun (because you confirmed at checkout that you wanted the Service to start immediately) — you get a refund for the unused portion of the period you paid for. We retain a proportionate amount for the days the Service has already been provided.

To exercise this right, email us at makegrandmassmile@gmail.com within 14 days of sign-up. We will refund you to the original payment method within 14 days of accepting the request.

2. The Service was not delivered, or had a fault on our side

If the Service failed substantially (for example, no calls were made at all, or the system was broken for an extended period), you can request a refund for the affected period — regardless of when in the subscription it happened. Email us with the details and we will review the request and refund where appropriate.

This does not apply to occasional missed individual calls due to network issues, the Recipient not answering, or other factors outside our control — see Section 6 of our Terms of Service.

3. A billing error

If you were charged in error (wrong amount, double charge, charged after cancellation), email us and we will refund the incorrect amount in full.

4. Outside the 14 days — case by case

After the 14-day cooling-off period has passed, refunds are not guaranteed. However, we review each request in good faith. If you have a genuine reason — for example, a sudden change in your parent's situation, or unexpected circumstances — email us and we will do our best to find a fair outcome.

This does not affect your statutory rights as a consumer under UK law.

How refunds are processed

What is not refundable

• Subscriptions that have been fully used for the period paid (for example, a monthly plan that has run its full 30 days).
• Charges where the Service was delivered as agreed and the request is made outside the 14-day window without a fault on our side (although we may still consider these case by case — see Section 4 above).

Your statutory rights

Nothing in this policy removes or limits the rights you have as a consumer under UK law, in particular:

• the Consumer Rights Act 2015 — services must be provided with reasonable care and skill, as described, and within a reasonable time;
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — the 14-day cooling-off right described above.

If you believe your statutory rights have been breached, you can also contact Citizens Advice or Trading Standards.

Disputes

If you are not satisfied with how we handled a refund request, please email us first at makegrandmassmile@gmail.com so we can try to resolve it directly. If we cannot reach an agreement, you retain all rights to escalate under UK consumer law.

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