Cancellation and Refund Policy
How to cancel your subscription and where to send your refund request. Because all purchases run through the App Store and Google Play, refunds are requested from those stores as well.
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Service provider and data controller
- Legal trade name
- to be filled in
- Address
- to be filled in
- to be filled in
- Phone
- to be filled in
- Trade registry number
- to be filled in
- MERSIS number
- to be filled in
- Tax office
- to be filled in
- Tax number
- to be filled in
- KEP address
- to be filled in
Fields marked “to be filled in” are not published yet. These fields are mandatory content of the distance sales contract (Article 5 of the Turkish Distance Contracts Regulation) and part of the disclosure obligation (Article 10 of the KVKK); instead of publishing a guessed detail, they are openly shown as missing.
Where the purchase takes place
Subscriptions and coins inside LumaReef are bought not directly from us but from the store you downloaded the app from: the App Store or Google Play.
This determines where the refund flow runs. Because the store collects the payment, the store also issues the refund; there is no collection record in our systems that could be refunded.
Your card details, your bank details and your billing address never reach us.
Cancelling a subscription
Cancellation stops the subscription for the next period. The paid features keep working until the end of the period you have paid for.
For the renewal to stop, the cancellation must be made at least twenty-four hours before the renewal date.
- iPhone / iPad: Settings → your name → Subscriptions → LumaReef → Cancel Subscription.
- Android: Google Play → profile icon → Payments and subscriptions → Subscriptions → LumaReef → Cancel subscription.
- Deleting the app does not cancel the subscription. The subscription is tied to your store account.
Refund request
You need to send your refund requests to the store where you made the purchase. The store decides on the refund within the framework of its own policy.
- Apple: you can sign in with your store account at reportaproblem.apple.com and report the purchase concerned.
- Google Play: you can create a refund request from the order history at play.google.com/store/account/orderhistory.
- If the store refuses the request or you receive no answer, write to the email address in the company details; we can examine your transaction record and support your request with the store.
Coins and consumable products
Coins are one-off, consumable digital products. Performance is complete the moment they are added to your account.
Spent coins cannot be recovered and cannot be converted into cash. A refund request for unspent coins is likewise assessed through the store.
When you delete your account, your remaining coin balance is deleted as well and cannot be restored.
Right of withdrawal
Because digital content is delivered instantly, there is no right of withdrawal under Article 15/1(ğ) of the Turkish Distance Contracts Regulation. The detail is in the Distance Sales Contract.
This does not remove your rights arising from Law No. 6502 in the case of a defective service. If the feature you bought does not work, differs from what was promised or cannot be reached, you may exercise your legal rights, including a refund of the price.
Situations that are our responsibility
In the cases below, write to us directly; we try to resolve them without waiting for the store flow.
- If the purchase completed but the subscription or the coins were not added to your account.
- If you were charged more than once for the same purchase.
- If a paid feature cannot be used because of a long-running fault.
Application and time limit
Send your application to the email address in the company details, stating the purchase date and the transaction number you received from the store.
We conclude your request within fifteen days at the latest. In the event of a dispute you may apply to the Consumer Arbitration Committee or the Consumer Court.