Refund Policy
How Lazomis QI handles refunds for Project Credits, including your statutory cancellation rights and our discretionary partial-refund approach for bundles.
Version 2.0 · Effective 1 August 2026 · Supersedes version 1.0
1. Scope
This Refund Policy applies to purchases made through the Lazomis QI platform, operated by Flux Medical Limited (Company No. 16158150). It should be read alongside the Terms of Use.
It applies to:
- Project Credit packs of 1, 3 and 5 credits;
- Project Credits granted by those purchases; and
- premium projects activated using a Project Credit.
Flux Medical Limited is the seller and is responsible for pricing, VAT, terms, refunds and entitlements. Our payment processor handles card payments only and is not the seller of record.
2. What a Project Credit is
Premium Lazomis QI projects are activated using Project Credits. Credits are purchased as one-off payments in GBP. They are not a subscription and do not renew.
- One Project Credit activates one premium project.
- A credit is redeemed only when you deliberately confirm project activation. Browsing tools, reading tool descriptions and using demonstration projects never consume a credit.
- Team members you invite to a project do not consume additional credits.
- Project Credits do not expire.
3. Your statutory rights
Nothing in this policy removes or limits your rights under UK consumer law, including the Consumer Rights Act 2015 and, for consumers buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where you buy as a consumer, you normally have 14 days from purchase to cancel a contract for digital content or services. Where you ask us to begin supply within that period and you redeem a Project Credit, you acknowledge that supply of that digital content has begun and that your right to cancel in respect of the redeemed credit may be lost. Credits you have not redeemed remain cancellable within the 14-day period.
You always retain your statutory remedies where digital content or services are faulty, not as described, or not supplied with reasonable care and skill. Purchases made by an organisation in the course of business are not consumer purchases, and the statutory consumer rights above do not apply to them.
4. Unused Project Credits
If you have redeemed none of the credits in a purchase, you may request a full refund of that purchase within 14 days of payment. All credits from the purchase are revoked when the refund is issued.
Outside the 14-day period, refunds of unused credits are considered at our discretion, and your statutory rights are unaffected.
5. Discretionary partial refunds on bundles
Where you have redeemed some — but not all — of the credits in a 3-credit or 5-credit pack, we may, at our discretion, refund the value of the unused credits. The redeemed credits are charged at the single-credit price that applied when that purchase was made, so later price changes never alter the value of a purchase you have already completed.
The calculation is:
Refund = amount paid − (credits redeemed × single-credit price at time of purchase)
The result is never less than £0 and never more than the amount paid. Worked examples at current pricing (£99 single credit, £249 for three, £399 for five):
| Pack | Credits redeemed | Calculation | Refund |
|---|---|---|---|
| 3 credits — £249 | 1 | £249 − £99 | £150 |
| 3 credits — £249 | 2 | £249 − £198 | £51 |
| 3 credits — £249 | 3 | All credits used | £0 |
| 5 credits — £399 | 1 | £399 − £99 | £300 |
| 5 credits — £399 | 2 | £399 − £198 | £201 |
| 5 credits — £399 | 3 | £399 − £297 | £102 |
| 5 credits — £399 | 4 | £399 − £396 | £3 |
| 5 credits — £399 | 5 | All credits used | £0 |
Where a discretionary partial refund is approved, the remaining unused credits from that purchase are revoked. Projects already created from redeemed credits, and the data in them, are not deleted.
6. Redeemed credits and activated projects
Once a Project Credit has been redeemed and a premium project has been created in your workspace, the digital service for that credit has been supplied. Redeemed credits are normally non-refundable, except where:
- you were charged incorrectly or more than once;
- a technical fault prevents you from accessing or using the project and we cannot resolve it within a reasonable time; or
- a refund or other remedy is required under applicable consumer law.
7. Free and demonstration projects
Free Starter Projects and Guided Demonstration Projects are provided without charge, do not consume Project Credits and are not eligible for refunds.
8. Refunds, chargebacks and disputes
Where a refund, chargeback or lost payment dispute affects a purchase, the associated unused credits are frozen or revoked. Where credits from that purchase have already been redeemed, the affected projects are flagged for administrative review rather than deleted, so that improvement work already recorded is not lost.
9. How to request a refund
Email support@lazomis.co.uk, or use the refund request option in your account billing area. Please include your name, registered email address, order reference, date of purchase and the reason for your request.
We aim to acknowledge requests within 5 working days and to reach a decision within 14 days. Approved refunds are made to the original payment method; the time to appear on your statement depends on your card issuer.
10. Complaints
If you are unhappy with a refund decision, please see our complaints process. This does not affect your right to pursue statutory remedies.
11. Changes to this policy
We may update this Refund Policy. Each version is numbered and dated, and the policy in force at the time of your purchase is the one that applies to it.
12. Contact
Flux Medical Limited
Company No. 16158150
Unit 7 Wheatcroft Business Park, Landmere Lane, Edwalton, Nottingham, England, NG12 4DG
Email: support@lazomis.co.uk