1. Your rights come first
Nothing in this policy limits the Australian Consumer Law. If something we sold you is faulty, not as described, or does not do what we said it would, you have rights that no policy of ours can take away.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you can cancel and get a refund, and claim compensation for any other reasonably foreseeable loss. For a smaller problem, we get a reasonable chance to fix it — and if we do not, you can cancel and get a refund.
Everything below is what we offer on top of that, and how to claim it quickly.
2. When a build goes wrong
A build costs credits, and sometimes a build is not worth what it cost. Press "It didn't work" on it and, once you confirm, we put the credits it used back in your balance straight away.
The build is removed too. We ask Roblox Studio to take its code out of your game (if Studio is not open, when you next connect it), a build still on its way to Studio never goes in, and the build leaves your chat. Anything you or a newer build changed since stays as it is. A removed build cannot be put back: if you want it again, ask for it again.
Use it when the result is clearly broken, or nothing usable came back. You can do this up to three times a day — the limit is there because the credits pay a real model bill, not to make it hard.
A build that used your last credits is the one exception. When a build costs more than you had left, we charge only what you had and pay the rest ourselves. Pressing "It didn't work" on that build still removes it, but gives no credits back, because you already paid less than it cost.
Some things are not refunds and do not return credits:
- Undo in Studio, and restoring a checkpoint — the build still happened and still cost us.
- Changing your mind about a feature that worked as asked.
- A build that failed — it charges you nothing, so there is nothing to refund.
- A build you stopped yourself — stopping while Lulu is still writing charges nothing, and stopping after the code was written charges only what had been used by then.
If you have hit the daily limit and still have a genuinely broken build, email us. We would rather fix it than have you pay for something that did not work.
3. Subscriptions
Starter, Pro and Studio come with a 7-day money-back guarantee on your first month. If LULULABS is not for you, email us within 7 days of your first Starter, Pro or Studio payment and we will refund it in full. No explanation needed.
After that, you can cancel any time and your plan runs to the end of the period you have already paid for. We do not automatically refund part-months, but if you cancel right after a renewal you did not intend — you meant to cancel earlier, you did not realise it renews — email us and we will sort it out.
If we close your account for a reason that is not your fault, or we permanently remove a feature you were paying for, we refund the unused part of your subscription.
4. Credit packs
Credit packs are one-off purchases of a consumable, so once credits are spent we cannot refund them.
Unused credits are a different matter. If you bought a pack and have not spent it, email us within 14 days and we will refund it. If you have spent part of it, we can refund the unused part.
Credits themselves have no cash value and cannot be cashed out — a refund goes back to the card that paid for it, not out as money.
If credits went missing, were charged twice, or were taken for a build that never ran, that is a mistake on our side, not a refund request. Tell us and we will put them back.
5. How to ask
Email team@lululabs.io from the address on your account. Tell us what happened and roughly when — if it is about one build, the prompt you used is enough for us to find it.
We aim to reply within 3 business days and to process an approved refund within 5 business days after that. Refunds go back to the original payment method through Stripe; how quickly it appears is up to your bank.
If we say no, we will tell you why. If you disagree, reply and say so — and you can always take it to the Australian Competition and Consumer Commission or your local consumer protection body.
6. Chargebacks
Please email us before asking your bank to reverse a charge. A chargeback costs us a fee on top of the amount and takes weeks to resolve, and almost every one we have seen was something we would have refunded on request.
We may suspend an account with an open chargeback until it is resolved.