# Guarantee and refunds
Source: https://docs.luriart.com/billing/guarantee-and-refunds
Plain text: https://docs.luriart.com/billing/guarantee-and-refunds.txt

What the Luria guarantee promises, how a refunded order affects your numbers, and how to cancel.

The guarantee is a promise about our billing, which we control, not a prediction about your numbers. In one line: your conversion rate grows against a held-out control, or you don't pay.

## What you'll need
* An active plan. The guarantee is about what you are billed, so it applies once you are paying.
* A running test with a control arm, which every Luria test has by default.
* Your email client. Guarantee claims and cancellations are handled by email, not by a button.

## How the guarantee works
Luria measures every change against a **held-out control** on your own traffic: an arm that never changes, running alongside the variant, on your own orders. If there is no measured conversion-rate lift against that control at **95% confidence** within the window, you don't pay for that period.

Three things follow from that:

* **It is measured, not predicted.** Anything shown before a test has run is labeled an estimate, and the Terms say so plainly.
* **It needs enough traffic to measure.** The same bar that promotes a variant applies here: 95% probability of beating control, with at least 200 sessions per arm.
* **The window is agreed with you**, on your onboarding call or by email. We do not publish one number for every store.

**Note:**
  The Terms at

  [luriart.com/terms](https://www.luriart.com/terms)

   govern your account, including fees, notice on price changes, and the fact that pre-test figures are estimates. Read them alongside this page, and ask us for anything you want in writing.

## Steps
### Step 1: Check the measurement first
Open the **Split Tests** tab. Each card shows sessions per arm, P(beat) and the current estimate. If P(beat) has not passed 95% with 200 sessions per arm, the test is still warming up, not failing.

### Step 2: Raise it with us
Email [hello@luriart.com](mailto:hello@luriart.com) from your account email and say which period you mean. We look at the same control-versus-variant numbers you can see on the dashboard.

### Step 3: Cancel if you want to
Two ways, both final and both immediate:

* Email [hello@luriart.com](mailto:hello@luriart.com) and we cancel the subscription.
* Uninstall the Luria app from your Shopify admin. Uninstalling cancels the subscription for you, deletes our access tokens, and stops serving within about 60 seconds.

Cancelling stops variants from serving. Your pages revert to their own content.

## Refunds on your own orders
Refunds you issue in Shopify feed back into Luria automatically, in two places.

| What happens                         | Effect in Luria                                                                         |
| ------------------------------------ | --------------------------------------------------------------------------------------- |
| You fully refund an attributed order | It gives its free-allowance slot back, once, when the refunds add up to the order total |
| You partially refund an order        | The allowance is untouched. A one cent refund can never reset the counter               |
| Any refund at all                    | Tracked revenue on the Overview tab drops by the refunded amount                        |

So the revenue number you read is net of refunds, and your five free attributed conversions only ever get consumed by orders you actually kept.

## Refunds of your Luria plan
Paid plans are billed in advance and are non-refundable except where the law requires it, and we give at least 30 days' notice before a price change takes effect. The guarantee is the mechanism that covers a period without measured lift, so raise that first, by email.

If a payment fails, the plan moves to past due and variants stop serving until it clears. Measurement keeps running throughout.

## Verify it worked
After a full refund lands, the free-conversion meter in the Luria app inside your Shopify admin drops by one, and tracked revenue on the Overview tab falls by the refunded amount. After a cancellation, the tested page serves its original content again within about a minute.

## Common failures
* **A partial refund did not free a slot.** Only a full refund does, once the cumulative refunds reach the order total.
* **The refund is not reflected yet.** Shopify sends the refund event to Luria; give it a few minutes, then email [hello@luriart.com](mailto:hello@luriart.com).
* **A refunded order was never attributed.** Organic orders never counted against your allowance, so there is no slot to give back.
* **Variants stopped and you did not cancel.** Check for a failed payment or the free limit first.

## Next steps
  - [Plans and metering](/billing/plans-and-metering)
  - [How a test is measured](/start/how-a-test-is-measured)
  - [Uninstalling Luria](/reference/uninstall)
  - [Contact support](/troubleshooting/contact-support)