Refund Policy

This Refund Policy explains when payments made through PhotoBank may be refunded, credited, cancelled or reversed in connection with digital Content licenses, subscriptions and other Platform services.

1. Introduction

This Refund Policy (“Policy”) applies to purchases made through the PhotoBank platform operated by:

Lumina Stock Media S.R.L.
Lumina Stock Media SRL Kentford Business Center Bd. Ștefan cel Mare și Sfânt 202 MD-2004, Chișinău, Republica Moldova

Email: office@luminastockmedia.md
Telephone: +373 852464

References to “PhotoBank,” “we,” “us” and “our” mean Lumina Stock Media S.R.L.

References to “you” and “your” mean the Buyer, subscriber, Licensee or other person who made or is responsible for the relevant transaction.

2. Scope of This Policy

This Policy applies to:

• individual Content licenses;
• Content download packages;
• subscription plans;
• Account credits;
• Extended Licenses;
• Enterprise or Custom Licenses, unless separate terms apply;
• other paid digital services offered through PhotoBank.

This Policy does not apply to a transaction governed by a separate written agreement to the extent that the separate agreement contains different refund terms.

3. Relationship With Other PhotoBank Terms

This Policy should be read together with:

• the PhotoBank Terms of Service;
• the PhotoBank Content License Agreement;
• the PhotoBank Contributor Agreement;
• the PhotoBank Privacy Policy;
• the PhotoBank Copyright Policy;
• the PhotoBank Acceptable Use Policy;
• the PhotoBank AI Content Policy;
• the purchase information displayed at checkout;
• any applicable subscription or enterprise terms.

If there is a direct conflict concerning a refund for a specific transaction, a separately signed Enterprise or Custom License will prevail.

4. Digital Nature of PhotoBank Products

PhotoBank primarily supplies digital Content and digital licenses.

Digital Content may be supplied immediately after payment by:

• enabling a download;
• providing access through a user Account;
• issuing a license record;
• making Content available through an authorized integration;
• activating a subscription or download allowance.

Digital Content cannot normally be returned in the same manner as a physical product after it has been downloaded, accessed or used.

5. Mandatory Consumer Rights

Nothing in this Policy excludes, limits or replaces any consumer right that cannot lawfully be excluded or limited.

Depending on the applicable law, a consumer may have rights where digital Content or a digital service:

• is not supplied;
• is defective or corrupted;
• materially differs from its description;
• cannot be accessed because of a PhotoBank technical failure;
• does not conform to mandatory contractual requirements;
• is withdrawn because of a valid rights complaint;
• otherwise fails to meet applicable legal standards.

Mandatory rights remain available regardless of any discretionary refund restrictions stated in this Policy.

6. Immediate Supply of Digital Content

Where required by applicable consumer law, before immediate supply of digital Content PhotoBank may ask you to:

• request that supply begins immediately;
• expressly consent to immediate performance;
• acknowledge that beginning the download or supply may affect or end a statutory right of withdrawal;
• confirm acceptance of the applicable license terms.

PhotoBank may retain an electronic record of this consent and acknowledgement.

7. Right of Withdrawal Before Download

Where a statutory right of withdrawal applies and has not been lost, waived or otherwise ended under applicable law, a consumer may be able to cancel a digital purchase before:

• the Content has been downloaded;
• the Content has been accessed;
• the license has been used;
• immediate digital supply has begun with the required consent;
• the subscription benefits have been materially used.

The applicable withdrawal period and procedure will be determined by mandatory law and the information presented at checkout.

8. Effect of Downloading or Accessing Content

Subject to mandatory law, a purchase will normally become non-refundable once:

• the original file has been downloaded;
• a high-resolution file has been accessed;
• the Content has been used in a project;
• the Content has been delivered through an API or integration;
• a license certificate or record has been issued and used;
• the Content has been provided to a client or contractor;
• the Content has been published, distributed or reproduced.

This restriction does not apply where a refund or other remedy is required by mandatory law.

9. General Refund Standard

PhotoBank may issue a full or partial refund, Account credit, replacement download or other remedy where:

• the law requires it;
• the purchased Content was not delivered;
• the downloaded file is materially defective;
• the wrong Content was supplied because of a Platform error;
• the Buyer was charged more than once for the same transaction;
• an unauthorized transaction is verified;
• the Content is removed because of a substantiated rights claim;
• the license description contained a material PhotoBank error;
• a subscription was renewed after a valid prior cancellation;
• PhotoBank otherwise determines that a remedy is fair and appropriate.

10. Non-Refundable Situations

Subject to mandatory law, a refund will not normally be issued where:

• the Content was successfully downloaded and is not defective;
• you changed your mind after downloading the Content;
• you no longer need the Content;
• your client rejected the project;
• you purchased the wrong file through your own error;
• you failed to review the Content preview or description;
• you failed to review the applicable license type;
• you expected exclusive rights under a non-exclusive License;
• similar Content became available elsewhere;
• your software cannot open an otherwise valid supported file;
• your device, connection or storage system caused the problem;
• you failed to obtain additional third-party permissions;
• your intended use is prohibited by the License Agreement;
• your Account was suspended for a policy violation;
• you failed to use subscription downloads before they expired;
• you obtained the Content through fraud or misuse.

11. Accidental Purchases

If you believe that you purchased Content accidentally, you should contact PhotoBank promptly.

PhotoBank may consider a refund or Account credit where:

• the file has not been downloaded;
• the license has not been used;
• the request was made without unreasonable delay;
• there is no indication of fraud or abuse;
• the transaction can reasonably be cancelled.

An accidental-purchase refund is not guaranteed.

12. Purchase of the Wrong Content

Where you selected the wrong Content item, PhotoBank may, at its discretion, provide:

• a replacement download;
• an Account credit;
• an exchange for another Content item;
• a partial or full refund where appropriate.

PhotoBank may refuse the request where the original Content has already been downloaded, used, transferred or published.

13. Purchase of the Wrong License

If you purchase a License that does not cover your intended use, you should stop using the Content and contact PhotoBank.

PhotoBank may allow you to:

• pay the difference for an upgraded License;
• replace the License before use;
• receive an Account credit;
• cancel the unused License where appropriate.

A refund will not normally be issued merely because the Buyer did not read the applicable license terms.

14. Duplicate Charges

If you are charged more than once for the same transaction because of a payment or Platform error, PhotoBank will investigate the transaction.

Once a duplicate charge is verified, PhotoBank may:

• refund the duplicate amount;
• cancel the duplicate transaction;
• provide an equivalent Account credit where agreed;
• coordinate correction through the payment provider.

Separate purchases of the same Content by the same or different Accounts are not necessarily duplicate charges.

15. Unauthorized Transactions

You should notify PhotoBank promptly if you believe that a transaction was made without your authorization.

PhotoBank may request:

• the transaction reference;
• the Account email address;
• the payment date and amount;
• the last digits or identifying details of the payment method;
• evidence from the payment provider;
• identity verification;
• information about Account access;
• other information reasonably necessary for investigation.

PhotoBank may temporarily restrict the Account while the transaction is investigated.

16. Defective or Corrupted Files

A Content file may be considered defective where:

• the file cannot be opened using compatible software;
• the downloaded file is incomplete or corrupted;
• the file materially differs from the advertised format;
• the stated resolution or dimensions are materially incorrect;
• the file contains a serious technical defect not visible in preview;
• a required file component is missing.

PhotoBank may first attempt to:

• provide a replacement file;
• repair or re-export the file;
• provide an alternative supported format;
• restore access to the download;
• provide reasonable technical assistance.

If the defect cannot be corrected within a reasonable period, PhotoBank may provide a refund or Account credit.

17. Quality and Creative Preferences

A file is not defective merely because:

• you dislike its artistic style after purchase;
• its composition does not suit your project;
• its colours appear different on an uncalibrated display;
• your client changes the creative brief;
• the Content does not produce the expected commercial result;
• you later find another image that you prefer.

Buyers should inspect the preview, description, dimensions, format, license information and available metadata before purchase.

18. Incorrect Description or Metadata

PhotoBank may provide a remedy where a material error in the Content description directly affected the purchase.

Relevant errors may include:

• incorrect file format;
• incorrect dimensions or resolution;
• incorrect license type;
• incorrect release status;
• incorrect commercial or editorial classification;
• materially false subject or location information;
• failure to disclose material AI generation where disclosure was required.

Minor metadata differences that do not materially affect the permitted use may not qualify for a refund.

19. Model and Property Releases

A Buyer must review the release information displayed on the Content page before purchase.

A refund will not normally be issued because:

• a release was clearly identified as unavailable;
• the Buyer’s intended use requires additional permission;
• the Buyer assumed that a release covered every jurisdiction;
• the Buyer failed to obtain trademark or property clearance;
• the Buyer attempted a prohibited sensitive use.

PhotoBank may provide a remedy where release information displayed by PhotoBank was materially inaccurate.

20. Editorial Content

Editorial Content is licensed subject to specific restrictions.

A refund will not normally be issued because Editorial Content cannot be used for:

• commercial advertising;
• product promotion;
• brand endorsement;
• Merchandise;
• another use prohibited by the Editorial License.

Buyers are responsible for checking whether Content is marked “Editorial Use Only” before purchase.

21. AI-Generated and AI-Assisted Content

AI-generated and AI-assisted Content is governed by the PhotoBank AI Content Policy.

A refund will not normally be issued merely because:

• the Content is visibly and correctly labelled as AI-generated;
• similar AI output exists elsewhere;
• the Content is not suitable for exclusive trademark registration;
• the Buyer expected guaranteed copyright protection;
• the Buyer failed to review the AI label.

PhotoBank may provide a refund, replacement or credit where AI Content was materially mislabelled or creates a substantiated legal risk.

22. Copyright and Rights Complaints

If purchased Content is removed because of a copyright, privacy, trademark or other rights complaint, PhotoBank may:

• allow existing lawful use to continue;
• instruct the Buyer to stop using the Content;
• provide replacement Content;
• provide an Account credit;
• issue a partial or full refund;
• take another reasonable remedial action.

The remedy will depend on:

• the credibility and status of the complaint;
• whether the License remains valid;
• whether the Content has already been used;
• the status of the Buyer’s project;
• the availability of replacement Content;
• applicable law or a binding legal order.

23. Withdrawal of Content

Content may be removed from PhotoBank for commercial, operational, technical, legal or Contributor-related reasons.

Removal after a valid purchase does not automatically create a right to a refund where:

• the License remains valid;
• the Content was successfully delivered;
• the Buyer may continue the licensed use;
• the removal does not materially affect the purchased rights.

24. Subscription Plans

A subscription provides the benefits described for the selected plan.

Subscription benefits may include:

• a defined number of downloads;
• access during a defined billing period;
• specific license options;
• team or Seat access;
• other services displayed at checkout.

Subscription terms, billing frequency and renewal information must be presented before purchase.

25. Subscription Cancellation

A subscription may be cancelled using the Account controls made available by PhotoBank or by contacting support.

Unless mandatory law or the applicable plan states otherwise:

• cancellation stops future renewal;
• cancellation does not automatically refund the current period;
• access may continue until the end of the paid billing period;
• unused downloads may expire at the end of the applicable period;
• valid Licenses obtained before cancellation remain subject to their terms.

26. Subscription Renewal

Where automatic renewal is enabled, PhotoBank will charge the applicable payment method according to the billing terms accepted at purchase.

You are responsible for cancelling before renewal where you do not wish to continue the subscription.

PhotoBank may consider a refund for a recent renewal where:

• the subscription benefits have not been used after renewal;
• no Content has been downloaded during the renewed period;
• the request is made promptly;
• there is no evidence of refund abuse;
• applicable law or the relevant plan permits the refund.

27. Failed Subscription Cancellation

If you validly cancelled a subscription but were charged because of a PhotoBank technical error, PhotoBank may refund the incorrect charge.

PhotoBank may request evidence such as:

• a cancellation confirmation;
• a screenshot of the cancellation status;
• relevant support correspondence;
• the transaction reference;
• the date and time of the attempted cancellation.

28. Unused Subscription Benefits

Subject to mandatory law and the applicable plan, unused downloads, credits or other subscription benefits:

• may expire at the end of the billing period;
• may not be converted into cash;
• may not be transferred to another Account;
• may not be refunded merely because they were unused;
• may roll over only where the applicable plan expressly allows it.

29. Subscription Downgrades and Upgrades

Where PhotoBank permits subscription changes:

• an upgrade may take effect immediately;
• a downgrade may take effect at the next billing period;
• prorated charges or credits may apply;
• the applicable amount will be displayed before confirmation;
• existing licenses remain governed by the terms under which they were obtained.

30. Free Trials and Promotional Plans

Trial and promotional plans may be subject to specific conditions, including:

• eligibility restrictions;
• one trial per person or organization;
• automatic conversion to a paid subscription;
• limited downloads;
• limited license rights;
• an expiry date;
• non-refundable promotional credits.

Users must review the trial and renewal terms before activation.

31. Account Credits

PhotoBank may provide Account credits instead of or in addition to a monetary refund where the user agrees or where the applicable terms permit.

Account credits:

• are not cash;
• cannot normally be withdrawn;
• cannot normally be transferred;
• may have an expiry date where disclosed;
• may be limited to specific products or license types;
• may be cancelled if obtained through fraud or error.

Mandatory monetary refund rights will not be replaced with Account credit without the consumer’s agreement where such agreement is legally required.

32. Promotional Codes and Discounts

If a refunded purchase used a promotional code or discount:

• the refund may be limited to the amount actually paid;
• the promotional value may not be paid in cash;
• the promotional code may not be reissued;
• the original discount conditions may continue to apply;
• any returned credit may reflect the discounted purchase price.

33. Enterprise and Custom Licenses

Refunds for Enterprise or Custom Licenses will be governed primarily by the applicable written agreement, order form or invoice.

Such transactions may be non-refundable where:

• custom rights were reserved for the Buyer;
• custom work has begun;
• Content has been specially produced or sourced;
• enterprise access has been activated;
• multiple Seats have been provisioned;
• another negotiated commitment has been performed.

34. Taxes and Transaction Charges

A refund may include taxes where required by applicable law.

Certain amounts may not be refundable where lawfully retained, including:

• non-refundable banking charges;
• currency-conversion differences;
• charges imposed independently by the Buyer’s bank;
• fees retained by a payment provider where legally permitted;
• tax amounts already remitted and not recoverable;
• other external charges not received by PhotoBank.

PhotoBank will not deduct such amounts where mandatory law requires a full refund.

35. Currency Conversion

Refunds will normally be issued in the currency and through the payment method used for the original purchase.

The refunded amount may appear different in another currency because of:

• exchange-rate changes;
• bank conversion rates;
• cross-border processing charges;
• payment-provider policies.

PhotoBank does not control exchange rates applied by banks or payment providers.

36. Method of Refund

Refunds will normally be issued to the original payment method.

PhotoBank may use another lawful method where:

• the original payment method is unavailable;
• the payment provider requires an alternative process;
• the user agrees to Account credit;
• applicable law requires another method;
• fraud or security controls prevent use of the original method.

PhotoBank may require verification before sending funds to a different payment destination.

37. Refund Processing Time

Approved refunds will be initiated within the period required by applicable law and PhotoBank’s payment-processing arrangements.

After PhotoBank initiates a refund, the time required for it to appear may depend on:

• the payment provider;
• the Buyer’s bank;
• the payment method;
• the transaction currency;
• weekends and public holidays;
• cross-border banking procedures;
• fraud or compliance checks.

PhotoBank cannot guarantee the posting time controlled by an external bank or payment provider.

38. Refund Requests

Refund requests should be submitted to:

office@luminastockmedia.md

The email subject should preferably state:

Refund Request

39. Required Information

A refund request should include:

• the Buyer’s full legal name;
• the email address associated with the Account;
• the order, invoice or transaction number;
• the Content identifier, where applicable;
• the date and amount of the transaction;
• the reason for the request;
• whether the Content was downloaded or used;
• screenshots or other relevant evidence;
• the requested resolution.

Do not send full payment-card numbers, passwords or unnecessary sensitive personal information by email.

40. Request Deadlines

Refund requests should be made promptly after the issue is discovered.

A delay may affect PhotoBank’s ability to:

• verify the transaction;
• inspect technical records;
• repair a defective file;
• reverse a payment;
• investigate unauthorized access;
• recover funds from a payment provider.

A voluntary request deadline does not limit a longer mandatory period available under applicable law.

41. Investigation of Requests

PhotoBank may review:

• payment records;
• download records;
• license records;
• Account activity;
• Content metadata;
• technical logs;
• subscription usage;
• support correspondence;
• fraud and security indicators;
• information provided by payment processors.

PhotoBank may request additional information before deciding the request.

42. Refund Decision

After review, PhotoBank may:

• approve a full refund;
• approve a partial refund;
• provide Account credit;
• provide replacement Content;
• restore or repeat the download;
• upgrade or correct the License;
• request additional evidence;
• reject the request with an explanation where appropriate.

43. Partial Refunds

A partial refund may be appropriate where:

• part of a service was successfully supplied;
• a subscription was partly used;
• some licensed items were valid and others were defective;
• only part of a multi-item package was affected;
• the Buyer received measurable value before termination;
• mandatory law permits a proportionate reduction.

44. Effect of a Refund on the License

Unless PhotoBank expressly confirms otherwise, a refunded Content License terminates when the refund is approved.

After termination, you must:

• stop using the Content;
• stop publishing or distributing new copies;
• remove the Content from unpublished projects;
• delete accessible original files;
• instruct contractors to delete the files;
• not transfer or sublicense the Content;
• not claim continued licensed rights.

45. Published Projects After Refund

Where Content has already been published, printed, broadcast or distributed, PhotoBank may:

• refuse a voluntary refund;
• require the use to stop;
• allow limited continued use in writing;
• require replacement of the Content in future versions;
• apply another remedy required by law or appropriate to the circumstances.

A monetary refund does not automatically authorize continued use.

46. Deletion of Downloaded Files

When a License ends because of a refund, cancellation, chargeback or reversal, the Buyer must take reasonable steps to remove the Content from:

• local devices;
• cloud storage;
• shared folders;
• content-management systems;
• contractor systems;
• unused project files;
• digital asset libraries.

Backup copies that cannot reasonably be deleted immediately must not be restored or used after termination.

47. Chargebacks

You should contact PhotoBank before initiating a payment dispute where it is reasonable to do so.

Initiating a chargeback does not automatically establish that the transaction was invalid.

PhotoBank may provide the payment provider with:

• the order confirmation;
• acceptance records;
• download records;
• license records;
• Account activity;
• communications concerning the transaction;
• fraud-prevention information;
• other evidence relevant to the dispute.

48. Effect of a Chargeback

Where a charge is reversed or charged back:

• the relevant License may terminate;
• subscription access may be suspended;
• Account credits may be reversed;
• the Account may be restricted during investigation;
• the Buyer must stop using the relevant Content;
• unpaid amounts may remain due where the chargeback was invalid.

49. Chargeback and Refund Abuse

Prohibited conduct includes:

• downloading Content and falsely claiming non-delivery;
• continuing to use Content after receiving a refund;
• submitting false unauthorized-payment claims;
• seeking both a PhotoBank refund and a bank chargeback;
• using multiple Accounts to obtain repeated refunds;
• creating transactions intended to be reversed;
• submitting fabricated evidence;
• using refund systems to obtain free Content.

50. Enforcement for Refund Abuse

Suspected refund or chargeback abuse may result in:

• rejection of the request;
• temporary Account restriction;
• termination of affected Licenses;
• reversal of Account credits;
• Account suspension or termination;
• prevention of replacement Accounts;
• recovery of unpaid amounts;
• reporting to payment providers or competent authorities;
• other contractual or legal remedies.

51. Contributor Royalties After Refunds

Where a Buyer transaction is refunded, cancelled, reversed or charged back, PhotoBank may:

• cancel unpaid related Royalties;
• deduct the relevant amount from future Contributor payments;
• reverse an Account balance entry;
• request repayment of an amount already paid;
• hold disputed amounts while an investigation is pending.

Contributor adjustments will be governed by the Contributor Agreement.

52. Contributor Responsibility

A Contributor may be responsible for refund-related losses where the refund resulted from:

• copyright infringement;
• false ownership information;
• a forged or invalid release;
• materially false metadata;
• undisclosed prohibited AI Content;
• a defective source file;
• another breach of the Contributor Agreement.

53. Platform Outages

A temporary outage does not automatically create a right to a refund.

PhotoBank may provide a remedy where a significant outage:

• prevented delivery of a paid Content item;
• materially prevented use of a paid subscription;
• continued for an unreasonable period;
• was caused by systems under PhotoBank’s reasonable control;
• otherwise requires a remedy under applicable law.

Possible remedies may include restored access, an extension, Account credit or refund.

54. Third-Party Service Failures

PhotoBank may use external payment, hosting, storage and delivery providers.

Where a third-party failure affects a transaction, PhotoBank may:

• retry the delivery;
• restore access;
• coordinate with the service provider;
• offer an alternative method;
• provide another remedy where appropriate.

Mandatory consumer rights remain unaffected.

55. Account Suspension or Termination

Suspension or termination for a user’s violation does not normally entitle the user to a refund for:

• used subscription time;
• downloaded Content;
• consumed credits;
• fraudulent transactions;
• services already supplied;
• losses caused by the user’s own breach.

This rule does not exclude remedies required by mandatory law.

56. Refusal or Delay of a Refund

PhotoBank may refuse or delay a voluntary refund where:

• required information has not been supplied;
• the transaction cannot be verified;
• fraud or abuse is reasonably suspected;
• a payment dispute is already pending;
• the original payment is still unsettled;
• a legal or regulatory restriction applies;
• the request concerns a non-refundable transaction;
• additional investigation is reasonably required.

PhotoBank will not delay a mandatory refund beyond the period allowed by applicable law.

57. Appeals and Further Review

If a refund request is denied, you may request further review by providing relevant new information.

A request for review should identify:

• the original refund request;
• the transaction concerned;
• the reason you dispute the decision;
• new evidence not previously considered;
• the resolution you are requesting.

Repeated requests containing no new information may be closed without further review.

58. Complaints and External Remedies

Nothing in this Policy prevents a consumer from using a complaint, mediation, regulatory or judicial remedy available under applicable law.

Before starting formal proceedings, users are encouraged to contact PhotoBank and provide a reasonable opportunity to investigate and resolve the issue.

59. Records

PhotoBank may retain records concerning:

• purchases;
• downloads;
• license acceptance;
• subscription activation and cancellation;
• refund requests;
• refund decisions;
• chargebacks;
• Account credits;
• communications;
• fraud and security investigations.

Records may be retained for accounting, taxation, legal compliance, fraud prevention, dispute resolution and enforcement purposes.

60. Personal Data

Personal data used to process a refund will be handled in accordance with the PhotoBank Privacy Policy.

PhotoBank may share relevant transaction information with:

• banks;
• payment processors;
• fraud-prevention providers;
• accounting and tax advisers;
• legal representatives;
• regulators and competent authorities;
• other parties where legally necessary.

61. Changes to This Policy

PhotoBank may update this Policy to reflect:

• changes in applicable law;
• changes to payment methods;
• new subscription plans;
• new Content or License types;
• changes to Platform functionality;
• fraud-prevention requirements;
• operational or commercial changes.

The revised Policy will be published on PhotoBank and the “Last updated” date will be changed.

The Policy applicable at the time of purchase will normally govern the relevant transaction, except where a later change is required by law or accepted by the user.

62. Governing Law

This Policy is governed by the laws of the Republic of Moldova, without regard to conflict-of-law principles.

Mandatory consumer protections applicable in another jurisdiction remain unaffected where they cannot lawfully be excluded.

63. Severability

If any provision of this Policy is found invalid or unenforceable, the remaining provisions will continue in effect.

The affected provision should be interpreted or replaced to reflect its intended purpose as closely as legally permitted.

64. No Waiver

A failure or delay by PhotoBank in enforcing this Policy does not waive the right to enforce the relevant provision later.

65. Contact

Refund requests and questions concerning this Policy may be sent to:

Lumina Stock Media S.R.L.
Kentford Business Center Bd. Ștefan cel Mare și Sfânt 202 MD-2004, Chișinău, Republica Moldova

Email: +373 852464

Please use the following email subject:

Refund Request

Before paid downloads and subscriptions are enabled, PhotoBank must finalize its payment provider, subscription cancellation flow, checkout consent wording, refund administration process and dedicated support email address.