Refunds & Billing

Last updated: 20 October 2026

How you pay

Plans are paid for in Ugandan shillings (UGX) through Pesapal, using MTN Mobile Money, Airtel Money, or a card. You complete the payment on Pesapal's hosted page — we never see or store your card number or mobile-money PIN.

One-time passes, no auto-renewal

Every plan is a one-time purchase for a fixed length of time (a day, a week, or a month). Nothing is charged again automatically. When a pass expires, your access simply ends until you choose to buy another one.

Buying a pass while another is still active extends your access — the new period is added on top of your current expiry date, so you never lose paid time.

When a payment fails or is interrupted

  • If you cancel on the payment page, or mobile money does not confirm the payment, nothing is charged and no plan is activated.
  • If money left your wallet but your plan did not activate, the payment is usually detected automatically and your plan is activated within minutes. If it is not, email us with your payment details (below) and we will verify it directly with Pesapal and activate your plan or refund you.
  • A payment that shows as failed on Pesapal's side is never fulfilled — a plan is only ever granted after Pesapal confirms the money.

Refunds

Because a pass gives immediate access to streaming and downloads, we cannot offer refunds once a pass is active — except in these cases:

  • You were charged but the plan never activated — we refund in full, or activate the plan if you prefer.
  • You were charged twice for the same purchase — we refund the duplicate.
  • A technical fault on our side made the service unusable for you — contact us and we will make it right, by refund or credit.

Approved refunds are returned through Pesapal to the phone number or card you paid with. Mobile-money refunds typically take a few working days; the exact timing is set by your network or bank.

How to request a refund or ask about a charge

Email support@lugacinema.com and include:

  • the email address on your account,
  • the payment reference (it starts with LC-), or the phone number you paid from,
  • the date and amount of the charge, and
  • a short description of the problem.

We aim to reply within 2 business days. Keep the reference message Pesapal sends you after paying — it is the fastest way for us to trace a payment.

Prices

All prices are in UGX and include any applicable taxes. Prices may change for future purchases; a pass you have already bought is never re-priced.