1. Digital purchases
Lustria sells digital goods and services, including closed-loop Diamonds, premium platform features, 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.
- Premium post or message access is granted immediately after purchase.
- VIP memberships activate at checkout completion for the purchased term.
- Virtual gifts are transferred to the recipient upon completion.
3. Billing errors
If you believe you were charged incorrectly, contact us within 14 days at support@lustria.ca or through the Support Center with your account email, transaction date, and amount. Support Center.
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.
5. Creator program payouts and virtual gifts
Virtual gifts and creator earnings tracked in Diamonds are generally final once transferred. Chargebacks on creator-related transactions may result in balance adjustments and account review.
6. Contact process for disputes
To request a billing review or report a dispute, email support@lustria.ca with subject line "Billing dispute," or open a ticket in the Support Center. Support Center.
- 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.