Refunds and Payment Disputes

Two kinds of payments can appear in Lenso

A studio can pay Lenso for software and optional add-ons. Separately, a studio can choose to invoice a client for photography services through its connected Stripe account.

The refund path depends on which payment you are asking about.

Lenso does not hold client-service payments in escrow, set a studio's photography-service refund policy, or decide whether a studio's creative work met its client agreement.

At a glance

• Canceling a Lenso subscription normally stops the next renewal. It does not automatically refund the current billing period.
• Lenso corrects confirmed duplicate or incorrect Lenso charges.
• Refund requests connected to a material Lenso service problem are reviewed case by case.
• A studio controls refunds for its own client services.
• An authorized studio owner or admin can issue a full or partial refund for a supported paid invoice through Lenso.
• A refund goes back to the original payment method.
• Stripe and the relevant bank or payment network control refund timing and formal payment-dispute processing.
• Mandatory legal rights still apply.

Lenso subscriptions

A Lenso subscription gives a studio access to the plan and billing term shown before purchase.

You can manage or cancel the subscription from Billing. When a subscription is scheduled to cancel at the end of the current paid term, access normally continues until that term ends. Cancellation prevents the next renewal unless the billing screen says otherwise.

Canceling does not automatically create a refund for unused time in the current monthly or annual term. A refund or other adjustment applies only when this policy, the checkout terms shown to you, an approved exception, or applicable law requires it.

Trials

An eligible no-card trial ends without a subscription charge if no payment method is required and the studio does not choose to continue.

If a checkout or account screen shows a paid renewal, that displayed price, billing term, and renewal date apply. Review those details before confirming.

Lenso does not publish an automatic first-charge refund merely because a trial or renewal was overlooked. Contact support promptly if you believe a charge was incorrect or if an approved cancellation did not take effect.

Monthly and annual terms

Monthly and annual subscriptions are separate billing choices. An annual payment covers the annual term shown at purchase. Canceling an annual subscription normally prevents the next annual renewal; it does not automatically convert the unused months into a cash refund.

If you change a plan or billing cycle, review the effective date, amount due, and any credit shown in the confirmation preview. A billing credit can be applied to future Stripe invoices and is not necessarily a refund to the original payment method.

Incorrect charges and service problems

Duplicate or incorrect Lenso charges

Lenso corrects confirmed duplicate or incorrect charges for Lenso subscriptions or add-ons.

Contact support with the workspace name, charge date, amount, and the receipt or invoice number. Do not send a full card number, bank login, or security code.

After we verify the charge, the correction may appear as a refund, a reversal, or another billing adjustment, depending on the charge state and Stripe's processing.

A material Lenso service problem

If a material Lenso service problem affected paid use, contact support with the affected dates, workspace, and a concise description of the impact.

We review these requests case by case. We may consider the duration and severity of the problem, available workarounds, support history, and applicable law. A credit or refund is not automatic, and this policy does not create a service-level guarantee.

Promotions and account credits

A promotional discount or account credit follows the terms shown when it is issued. Unless those terms say otherwise, a credit is not redeemable for cash and does not change the underlying subscription term.

Add-ons and guided onboarding

Storage packs

A storage pack follows the price, billing interval, and effective date shown in Billing.

Removing a recurring storage pack normally changes future billing according to the confirmation preview. It does not automatically refund an amount already charged.

If the workspace is above its new storage allowance, existing files are not deleted only because the allowance changed. New uploads can be limited until usage returns below the allowance or more storage is added.

Contact support promptly if you believe a storage charge was duplicated or applied incorrectly.

Guided onboarding

Guided onboarding is a separately scoped service.

Contact support before scheduled onboarding work begins if you need to cancel. Once setup work has started, any approved refund reflects the undelivered portion of the agreed scope and applicable law. Completed onboarding is not automatically refundable.

The order or checkout confirmation should identify the included setup work. If it does not, ask support before purchase.

Client payments to a studio

A studio can choose to create an invoice for its photography services and accept payment through its connected Stripe account.

The studio is the merchant for that client-service payment. The studio sets its prices, taxes, cancellation terms, deliverables, and refund policy in its agreement with the client.

Lenso provides the invoice and payment interface. Lenso does not hold the payment in escrow, take a commission from the studio's client invoice under the current product, or decide whether the studio's services were satisfactory.

How a studio issues a refund

For a supported paid invoice, an authorized studio owner or admin can issue a full or partial refund from the invoice in Lenso.

Lenso sends the refund request to Stripe for the studio's connected account. The studio remains responsible for the refund decision, available balance, client communication, taxes, and bookkeeping.

A refund does not by itself cancel a job, change an approval, revoke a file license, or settle a disagreement about the services. Those questions remain subject to the studio-client agreement.

Payments made outside Lenso

If the client paid by bank transfer, check, cash, another processor, or another method outside Lenso, the studio must handle the refund through the original method or provider. Lenso cannot move money that it did not process.

Where the refund goes

A Stripe refund is sent to the original payment method. It cannot be redirected through this process to a different card or bank account.

The financial institution decides how the refund appears. It can show as a separate credit, or the original charge can disappear as a reversal.

Timing depends on the payment method, bank, and refund status. A refund can remain pending or fail. The studio or Lenso support can provide the available Stripe reference for a supported payment, but cannot make a bank post the refund on a guaranteed date.

Refund status

When Lenso shows a refund status, use the latest status rather than assuming that a submitted request is complete.

Pending means Stripe has accepted the request but the money movement is not final. Succeeded means Stripe reports the refund as completed. Failed or canceled means the refund did not complete and the studio may need to review the reason and next step.

Payment disputes and chargebacks

A payment dispute, sometimes called a chargeback, is a formal claim opened by a cardholder or bank.

Stripe and the relevant payment networks control the process, deadlines, evidence rules, and outcome. A refund and a dispute are different processes. Starting both for the same payment can create duplicate or conflicting money movement.

If you do not recognize a Lenso subscription charge, contact Lenso support promptly. Contacting support does not remove any right you have with your bank or under applicable law.

If a client disputes a studio's invoice, the studio is responsible for responding through the tools available for its connected Stripe account. Lenso can help identify Lenso-held job, invoice, approval, and activity records, but Lenso does not represent the studio, decide the dispute, or guarantee the outcome.

Access to Lenso

A dispute over a studio-client payment does not automatically pause the studio's Lenso workspace.

Lenso can restrict an account only under the Terms, including for an unpaid Lenso subscription, fraud, security risk, or material misuse. Any action must be proportionate to the actual Lenso account issue.

Records, export, and deletion

Canceling a subscription, requesting a refund, or deleting a workspace are separate actions.

A cancellation does not erase invoices or payment history. A refund request does not automatically cancel a subscription. Deleting a workspace does not cancel a studio's obligations to a client.

An unresolved payment, refund, payout, invoice, or dispute can delay irreversible account deletion when Lenso must preserve records or cannot safely complete the deletion. You can still contact support about export, cancellation, and the next available step.

Lenso retains and deletes information according to the Privacy Policy, the Terms of Service, and applicable accounting, fraud-prevention, tax, and legal requirements.

How to ask for help

For a Lenso subscription or add-on

Email [email protected] from the address associated with the workspace.

Include:

• the workspace name;
• the charge date and amount;
• the invoice or receipt number;
• the reason you believe the charge is incorrect or should be reviewed.

Do not email a full card number, bank password, security code, or identity document unless Lenso support gives you a secure and necessary method.

For a studio's client invoice

Contact the studio shown on the invoice or in the client area. The studio decides whether a service refund is due under its client agreement and applicable law.

If the studio needs technical help using the refund control, an authorized owner or admin can contact Lenso support.

For a formal payment dispute

Use the instructions and deadline shown by Stripe, the bank, or the payment network. Lenso support cannot extend a bank or card-network deadline.

Lenso support: [email protected]

Changes to this policy

We may update this policy when the product, payment providers, or legal requirements change.

We will post the updated version and effective date on this page. When a change materially affects an existing subscription or a required consent, we will provide any additional notice required by the Terms or applicable law.

Related: Terms of Service, Privacy Policy, Security, and Pricing.

Common questions