Refund & Return Policy
Last Updated: December 25, 2025
Effective Regions: United States – Canada – European Union
1. Scope of Application
This policy applies to all marketing services, digital products, training materials, system setup, and implementation packages purchased directly through our website via Stripe or PayPal.
Because these are digital services and non-tangible deliverables, no physical product returns are required or applicable.
2. Refund Eligibility
We provide fair and transparent refunds under the following conditions:
| Situation | Refund Policy |
|---|---|
| Service has not started | 100% refund |
| Service started but no deliverables provided | 70% refund |
| Partial deliverables provided (audit, strategy, content, setup, etc.) | Refund calculated based on completed work (30% – 50%) |
| Service not delivered as described or outside agreed scope | Reviewed according to contract & Statement of Work (SOW) |
???? Our goal: transparency, fairness, and protection for both parties.
3. Non-Refundable Situations
Refunds will not be granted in the following cases:
- Change of mind after full completion and delivery of the project.
- Failure to provide required access or information causing delays.
- Cancellation requested after more than 50% of the service has been executed.
- No response from the client for 14 consecutive days during execution → project paused, no refund.
4. No Physical Returns (Digital Services)
No physical return is required.
“Return” in this context refers only to service cancellation, not sending back any product.
5. How to Request a Refund
To submit a refund request, please contact:
- Email: support@lumioagency.com
- Subject: Refund Request – [Full Name + Order ID]
- Response Time: 48–72 business hours
All requests will be evaluated based on the contract, agreed deliverables, and the progress completed at the time of the request.
Payment & Customer Protection
All payments are securely processed via Stripe & PayPal:
- ✔️ Automatic invoice issued immediately after payment
- ✔️ Clear transaction ID for every order
- ✔️ Transaction history can be accessed anytime
- ✔️ Accepted for accounting & tax records (US/EU/Canada)
- ✔️ We do not store credit card information on our servers
????️ Stripe & PayPal comply with PCI-DSS security standards and GDPR data protection regulations.
Transparent Refund Processing
If a refund is approved:
- Processed directly through Stripe/PayPal (no manual handling needed)
- Official documentation and proof of refund provided
- Email confirmation sent upon completion
This approach ensures clarity, professionalism, and complete peace of mind for our customers.
Support Contact
Email: support@lumioagency.com
Website: https://lumioagency.com
Business Hours: Monday – Friday | 9:00 AM – 6:00 PM (GMT-5)
