Legal Documents

Legal

Refund Policy

Last updated: May 20, 2026

This Refund Policy defines how refund requests, cancellation claims, charge disputes, and renewal reversals are handled for LumiWeb subscriptions and related charges. Statutory consumer rights are not limited by this policy.

1. Scope and Priority Rules

  • This policy applies to payments for LumiWeb plans and related services.
  • If checkout identifies a Merchant of Record (for example Paddle), that provider's buyer/refund terms also apply.
  • Where mandatory law grants stronger rights, mandatory law prevails.

2. Consumer Withdrawal Rights (UK/EU/EEA)

  • Eligible consumers generally have a 14-day withdrawal right from contract conclusion.
  • Withdrawal requests must be sent to billing@lumiweb.co.uk or legal@lumiweb.co.uk.
  • You must include purchase email, invoice/receipt reference, and subscription identifier.
  • Legal exceptions apply where service/digital-content performance started with required express consent and acknowledgement.

3. Business Customer Rules

  • For business customers, payments are generally non-refundable except where required by law or explicit contract terms.
  • Cancellation stops future renewals but does not automatically refund already-billed periods.
  • Any approved goodwill refund is discretionary and does not create precedent.

4. Renewals, Trial Conversion, and Timing

  • Free trials convert to paid subscriptions unless cancelled before trial end.
  • Auto-renewal charges are valid when the subscription remains active at renewal time.
  • If a renewal dispute is valid, corrective action may include credit, partial refund, or full refund depending on legal and factual assessment.

5. Non-Refundable or Restricted Cases

  • Charges linked to fraud, abuse, sanctions evasion, or material Terms violations may be denied refund.
  • Duplicate dispute attempts across multiple channels may be paused pending verification.
  • Where legally permitted, proportionate value of service already consumed may be deducted.

6. Payment Method and Provider Flows

  • Refunds are issued to the original payment instrument where technically and legally possible.
  • Card/wallet refunds (including Apple Pay or Google Pay backed instruments) follow network/issuer settlement cycles.
  • If Paddle is Merchant of Record, payout timing and method are governed by Paddle processing rules.
  • If Stripe-backed processing is used, settlement timelines follow Stripe/acquirer/card-network rules.
  • If billing was processed by Apple App Store / In-App Purchase, refund routing and approval are controlled by Apple systems.

7. Apple-Billed App Store Purchases

  • For Apple-billed app/subscription purchases, refund requests should be submitted via reportaproblem.apple.com.
  • Apple may apply country-specific eligibility checks and additional verification steps.
  • Where the charge is not yet posted or remains pending, Apple refund submission may be unavailable until posting.
  • In EU contexts, some digital purchases may be outside App Store billing rails; in those cases, the applicable merchant flow governs.

8. Refund Processing Timeline

  • Initial acknowledgement target: within 2 business days.
  • Decision target: as soon as reasonably possible after evidence verification.
  • Where law requires reimbursement deadlines, those legal timelines govern and prevail.
  • Bank and card issuer posting delays are outside LumiWeb direct control.

9. Chargebacks and Disputes

  • Contact us before opening a chargeback to allow faster direct resolution.
  • During active chargeback review, affected service access may be limited to reduce further risk.
  • We may submit transaction and usage evidence to processors, acquirers, and card schemes.
  • Confirmed fraudulent dispute behavior may lead to account termination and prevention controls.

10. How to Submit a Refund Request

  • Email: billing@lumiweb.co.uk (primary).
  • Alternative legal channel: legal@lumiweb.co.uk.
  • Provide: account email, transaction ID, charge date, amount, and reason.
  • If processor-specific links are provided on your receipt, use them as instructed.

11. Consumer Rights and Regulatory Position

Nothing in this policy excludes non-waivable rights under UK or EU consumer and payment law, including rights connected to unauthorized transactions, faulty service, and mandatory cancellation/refund protections.

12. Contact Directory

13. Policy Updates

  • We may update this policy for legal, operational, fraud-control, or payment-network reasons.
  • The date shown on this page is the governing version date.

Related documents: Terms of Service and Privacy Policy.