Paddle

Paddle is the merchant of record for Lumivero products available from the webstore, handling all related billing, pricing, auto-renewals, and subscription changes. Paddle supports many payment methods from credit cards to PayPal, a full list is available here: https://www.paddle.com/help/start/intro-to-paddle/which-payment-methods-do-you-support

Managing Lumivero Subscriptions

The Lumivero Customer Hub gives complete control over our webstore-purchased subscriptions. Log in at my.lumivero.com to:

• View subscription details: Check the current plan, expiration date, and renewal schedule

• Manage renewal settings: Enable or disable auto-renewal (where applicable)

• Update payment methods: Add or change the card or account used for billing

• Access renewal history: Review past billing and payment records

Subscriptions can be cancelled at any time through the Lumivero Customer Hub, with cancellation taking effect at the end of the current billing period—no further charge will be made after that date.

IMPORTANT NOTE: to ensure a subscription is disabled before the next autorenewal, ensure the cancellation is actioned more than 24 hours prior to the next renewal date.

To cancel a subscription:

• Log into your myLumivero account

• From the left menu, select My Purchases

• Locate the relevant subscription(s) in the list

• Click Cancel subscription on the far right, below the Actions window.

Any issues (such as missing subscriptions or information within “My Purchases”) contact Lumivero support with the relevant information.

Payment Method Updates

Customers can update their payment method at any time through their account settings:

1. Log in to my.lumivero.com.

2. Click your initials on the top right, ensure require profile is selected and click Profile.

3. Click Payment Info.

4. Enter the new credit card details and hit Submit.

Alternatively-

• Contact Paddle support at https://paddle.net/, referencing the subscription and account details.

If a payment fails, Paddle may attempt additional charges. If payment cannot be collected, the subscription may be canceled and the customer will be notified by email.

How Auto-Renewal Works

Lumivero subscriptions automatically renew each billing period, keeping customer access seamless and uninterrupted.
Subscriptions automatically renew for periods equal to the initial subscription term, until cancellation.

Notifications and Billing

Paddle sends customers important billing notifications:

• Discounted Period End Reminder: Notification at least 7 days before any promotional pricing expires

• Auto-Renewal Reminder: For subscriptions of 6 months or longer in certain jurisdictions, notification is sent between 30 and 7 days before the renewal date, dependent on location.

Regional Billing Requirements

Auto-renewal reminder emails are sent to customers in these regions:

United States (by state): California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Maine, New York, Virginia.

Europe: All EU/EEA member states

United Kingdom: All regions

Price Changes

Paddle will notify the customer if the subscription price will be increasing, and where required by law, will seek consent of the customer before charging the increased amount.

Managing Your Email Settings

Billing notifications are sent to the email address associated with the account. To ensure communications are received, customers are advised to:

• Add Lumivero/Paddle email addresses to their email account contacts to prevent filtering to spam folders.

• Keep the account email address current and accessible. (email settings can be verified at the Lumivero Customer Hub)

These notifications are required by law and card scheme rules in the customer’s region—they cannot be disabled.

 

See further-

• Paddle Buyer Terms

• Enhanced Billing Notifications - Paddle Help

• myLumivero Portal