1. Digital purchases
Lustria sells digital goods and services, including Diamonds, content unlocks, VIP memberships, virtual gifts, and live session access. Because these items are delivered electronically, purchases are generally non-refundable after delivery or use.
2. When delivery occurs
- Diamonds are credited to your wallet upon successful payment.
- Content unlocks grant immediate access to the associated post or media.
- VIP memberships activate at checkout completion for the purchased term.
- Virtual gifts and tips are transferred to the recipient upon completion.
3. Billing errors
If you believe you were charged incorrectly—for example, duplicate charges or wrong pack amounts—contact us within 14 days at support@lustria.app with your account email, transaction date, and amount. We will review billing records and Stripe payment logs and may issue a correction or credit where a verifiable error occurred.
4. Fraudulent transactions
Unauthorized or fraudulent charges may be investigated. If you did not authorize a payment, contact us immediately and notify your card issuer. We cooperate with Stripe and financial institutions during fraud reviews. Accounts involved in suspected abuse may be suspended pending investigation.
5. Creator payouts and tips
Tips, gifts, and creator earnings are generally final once transferred. Chargebacks on creator-related transactions may result in balance adjustments and account review under our Terms of Service.
6. Contact process for disputes
To request a billing review or report a dispute:
- Email support@lustria.app with subject line "Billing dispute."
- Include your account email, purchase date, amount, and a description of the issue.
- We aim to respond within 1–2 business days.
Nothing in this policy limits rights you may have under applicable consumer protection laws in your jurisdiction.