Refund Policy
Subscription Cancellation and Refund Policy
Last Updated: 14 September 2026
Overview
This Cancellation and Refund Policy applies to subscriptions purchased from Lucenta and its products and services.
By purchasing a subscription, you agree to this policy.
Subscription Billing
Subscriptions are billed in advance on a monthly or annual basis, depending on the plan selected.
Your subscription will automatically renew unless cancelled before the next billing date.
Cancellation
You may cancel your subscription at any time. Cancellation will take effect at the end of the current paid billing period, unless otherwise stated at the time of cancellation.
When a subscription is cancelled:
- • Access will continue until the end of the current billing period.
- • No further payments will be taken after the cancellation becomes effective.
- • No partial refunds will be provided for unused portions of a subscription period unless required by law.
- • A customer's decision not to use the platform, review tender matches, pursue opportunities identified by Lucenta, or otherwise make use of the service does not by itself create an entitlement to a refund.
Cancellation of a subscription does not result in the immediate deletion of account data. Personal data will normally be retained for up to 90 days following the end of the subscription and will then be deleted or irreversibly anonymised in accordance with our Privacy Policy. Customers may request deletion of their personal data at any time by contacting info@lucentaiq.com, subject to applicable law.
Refunds
As our services provide immediate access to digital content, data, research, tender intelligence and platform functionality, subscription fees are generally non-refundable.
We may provide a refund in the following circumstances:
- • Duplicate payments or billing errors.
- • A material technical issue prevents access to the core service and cannot be resolved within a reasonable timeframe.
- • We may, at our discretion, provide a refund in exceptional circumstances.
Refund requests should be submitted within 14 days of the relevant payment date.
No Guaranteed Opportunities or Outcomes
Subscription fees are payable for access to Lucenta's platform and services. We do not guarantee that a customer will receive any particular number of tender opportunities or matches, that any opportunity will remain available or result in a contract award, or that use of the service will generate any particular commercial outcome.
Free Trials
Where a free trial is offered, users may cancel at any time during the trial period without charge.
If the subscription is not cancelled before the trial ends, billing will commence automatically in accordance with the selected plan.
Service Availability
While we strive to maintain continuous service availability, occasional interruptions may occur due to maintenance, upgrades, technical issues, or circumstances beyond our control.
Temporary interruptions do not automatically entitle users to a refund.
Business Customers
Lucenta services are intended for business users. Unless otherwise stated in a separate agreement, subscriptions purchased by businesses are not subject to consumer cancellation rights. Nothing in this policy excludes any rights or remedies that cannot lawfully be excluded.
Contact
Lucenta IQ Ltd is a company registered in England and Wales under company number 17452456. Registered office: First Floor, Woburn Court, 2 Railton Road, Woburn Road Industrial Estate, Kempston, Bedfordshire, United Kingdom, MK42 7PN.
To request a cancellation or discuss a refund request, please contact:
Email: info@lucentaiq.com