Summary: payments are non-refundable. We refund when we cancel or cannot deliver, when a service is not delivered as agreed and we cannot put it right, and when the law gives you a right to cancel. You can move a paid session once with at least 48 hours’ notice.
1. The rule
All payments to LUMTHERA for consulting sessions, advisory hours and project work are non-refundable, including if you change your mind, no longer need the service, or do not attend. The exceptions below always apply.
2. When we do refund
- We cancel or cannot deliver. If we cancel a session or cannot deliver a service we have been paid for, you choose between a new date and a full refund. For projects, we refund anything paid for work that will not be done.
- The service is not what was agreed. If something we delivered does not match the confirmation or proposal, tell us. We first put it right at no cost. If we cannot, we refund the affected part in full or in proportion.
- A mistaken or duplicate charge. If you were charged twice or for the wrong amount, we refund the difference in full.
- The law gives you a right to cancel, as explained in section 6.
3. Sessions: rescheduling instead of refunds
- You can move a paid strategy call or workshop once, free of charge, if you tell us at least 48 hours before the start time. The new date must be within six months of payment.
- With less than 48 hours’ notice, a second request to move, or a missed session, the session counts as delivered and is not refunded.
- The free intro call costs nothing and can be moved or cancelled at any time.
4. Advisory hours
A block of advisory hours is valid for six months from payment. Hours not used by then expire and are not refunded. Consumers can still cancel within 14 days as described in section 6; in that case we refund the hours not yet used.
5. Projects
- Milestone payments cover the work in that milestone and are non-refundable once work on the milestone has started.
- If a project ends early under our terms, you pay for work done up to the end date, and we refund anything you paid for work that will not be done.
6. Consumers: your 14-day right to cancel
If you buy as an individual for personal use, the law gives you rights that this policy cannot take away:
- You can cancel within 14 days of the day the contract was made, without giving a reason, and get a full refund.
- If you asked us to start within those 14 days, you pay for the part of the service delivered before you cancelled, in proportion to the total price, and we refund the rest.
- Once a service has been fully delivered at your request, the right to cancel it ends.
- You can cancel by email or post, using the withdrawal form if you like.
Full details are in section 12 of the terms of service. Your statutory rights when a service does not match the contract are not affected.
7. How to ask for a refund
Email hello@lumthera.com with your name, the date of payment, the reference or invoice number, and why you are asking. We reply within 8 days, usually much sooner.
8. How refunds are paid
- Refunds go back to the card you paid with, in the currency you paid in, within 14 days of our decision (or of your cancellation notice, for consumers).
- Your bank then usually needs 5 to 10 business days to show it on your account. Exchange-rate differences and fees charged by your bank are outside our control.
9. Your card rights
Nothing in this policy limits any right you have with your card issuer, including the right to dispute a transaction. If something has gone wrong, please contact us first: it is usually the fastest way to fix it.