Delivery Policy

1. Service Description

LUCA is an AI-powered WhatsApp event management platform. All products and services offered by LUCA are 100% digital in nature. No physical goods are sold, shipped, or delivered at any time.

LUCA operates as a software-as-a-service (SaaS) platform where organizers purchase digital credits (tokens) and optional add-ons that are credited or activated instantly within their LUCA account upon confirmed payment.

2. Digital Products Offered

Token Credit Packages

Tokens are digital credits used to power the LUCA AI WhatsApp assistant for event participant registrations, automated responses, and communications. Available packages:

• 100 tokens — entry-level package
• 500 tokens — standard package
• 1,000 tokens — professional package
• 5,000 tokens — enterprise package

Each token corresponds to one AI-assisted participant interaction (registration, inquiry, or automated reply via WhatsApp).

Certificate Addon

The Certificate Addon (150 RON per event) enables digital certificate generation and distribution for event participants. Certificates are generated in-platform and delivered digitally (PDF download or WhatsApp delivery). No physical certificates are printed or mailed.

Pricing

All prices are displayed in Romanian Lei (RON) and include applicable VAT. Current pricing is always available on our website at getluca.ro/pricing or in the LUCA dashboard under Billing.

3. Delivery Method

All LUCA products are delivered digitally and automatically. There is no physical shipping, no courier involvement, and no postal delivery of any kind.

Token Credits

Upon payment confirmation from Netopia Payments, the purchased token balance is credited directly to the organizer's LUCA account. The token balance is immediately available for use across all active events in the account.

Certificate Addon

Upon payment confirmation, the Certificate Addon is activated instantly for the selected event within the organizer's LUCA dashboard. The organizer can immediately begin generating and distributing digital certificates for event participants.

4. Delivery Timeline

Standard Delivery

Under normal operating conditions, digital products are delivered within 60 seconds of payment confirmation from Netopia Payments. This applies to both token credit packages and the Certificate Addon.

Maximum Exceptional Delay

In exceptional circumstances — such as payment processor delays, network issues, or scheduled system maintenance — delivery may take up to 24 hours. If your purchase has not been credited after 24 hours, please contact our support team immediately.

Processing Hours

The LUCA platform processes payments and delivers digital products automatically, 24 hours a day, 7 days a week. Human support for delivery issues is available Monday through Friday, 09:00–18:00 Romanian time (EET/EEST).

5. Delivery Confirmation

Users can verify successful delivery of purchased products at any time by logging into their LUCA dashboard at app.getluca.ro.

• Token balance — visible on the Billing page and in the account overview; updates in real-time upon payment confirmation
• Transaction history — full purchase history with timestamps, amounts, and confirmation status is available under Billing → Transaction History
• Certificate Addon — activation status is displayed within the relevant event's settings page in the dashboard

An automated confirmation email is sent to the registered account email address upon each successful purchase and delivery.

6. Troubleshooting

If your purchased tokens or addon have not appeared in your LUCA account within 1 hour of completing payment, please follow these steps:

1. Check payment status — Log into your LUCA dashboard and navigate to Billing → Transaction History. Verify whether the payment is recorded as confirmed or pending.
2. Check your email — Look for a payment confirmation email from Netopia Payments or LUCA in your inbox and spam/junk folders.
3. Refresh your dashboard — Log out and log back in to ensure you are seeing the most up-to-date account balance.
4. Contact support — If the issue persists, contact us at hello@getluca.ro with your account email and the transaction reference number from your Netopia confirmation.

Support Hours

Our support team is available Monday through Friday, 09:00–18:00 Romanian time (EET/EEST). We aim to respond to all delivery-related inquiries within 4 business hours.