1. Scope
This policy explains refunds for services and digital products that Lumiflow L.L.C-FZ supplies to business clients and partners. If a signed agreement sets different terms, the agreement prevails.
2. Software development and IT services
- Work is billed by milestones or periods set out in the agreement.
- If a project is cancelled before work starts, prepayments are refunded minus documented costs already incurred.
- Accepted milestones and time already worked are not refundable.
- If delivered work does not meet the agreed specification, we fix it free of charge within the warranty period stated in the agreement.
3. Hosting and data processing
- Services are billed in advance for each billing period.
- You can cancel with the notice period set in the agreement. Fees for the current period are not refunded; prepaid fees for later full periods are returned.
- If a service was unavailable through our fault beyond the agreed service level, we credit or refund the affected period.
4. Digital gift cards
Because of their nature, delivered gift card codes cannot be returned, exchanged or refunded, except in these cases:
- Invalid code: a code that does not work or was already redeemed at the moment of delivery, reported within 7 days with the order details. We verify it with the issuer and replace the code or refund its price.
- Our error: a duplicate charge or a delivery error on our side is refunded in full.
After delivery, the partner is responsible for keeping codes secure. Redemption is subject to the terms of the brand that issued the card.
5. Payment solutions
Our integration and support work is refunded as described for IT services. Refunds of payments made by your customers are handled by your licensed payment provider under its own terms.
6. How to request a refund
Email [email protected] with your company name, invoice or order number and the reason for the request (for gift cards, add the codes and screenshots of the error). We confirm receipt within 2 business days and send a decision within 10 business days. Approved refunds are paid to the original payment method within 14 business days; bank or payment provider fees may apply.