Bugs eat your credits, then they refuse to refund you
I subscribed to Luma AI to create a video. Almost every time I gave the tool instructions, it introduced new, unrequested bugs into the production instead of applying the changes I asked for. I'd then have to spend more credits and more time just fixing problems the software itself created — not because I'd changed my mind or asked for extra work.
By the time I gave up, I'd burned through 7,261 of my 10,000 credits and still didn't have a single usable, downloadable output. I asked for a refund, explained exactly what had happened, and offered Luma full visibility into my project so they could see every instruction and every bug for themselves.
Support took over a day to reply, and instead of addressing the refund, asked me to fill out a troubleshooting form. When I pushed back, they refused the refund outright — citing a policy that refunds only apply to "unused or mostly unused" plans, and pointing to the same credit count that had been burned fixing their bugs, not producing anything I could use.
In my experience, charging customers for credits their own product's defects consumed, then hiding behind a "credits used" policy to deny a refund, is deceptive. If this is standard practice at Luma, I believe they are knowingly selling a product that isn't fit for purpose and pocketing the difference when it breaks. I've since had to pursue a chargeback with my bank because I was simply stonewalled.
I run a business myself and would never treat a customer this way. Steer clear until they fix both the product and how they handle refunds.
— Wade S., Superior Slushies