Refund Policy

This policy follows standard practice in the website design industry, adapted for how Lumio actually works: instead of a multi-week manual build, your site is designed and built automatically once you submit your brief and pay. That changes the timing of when a refund makes sense, but not the underlying principle — once real work has been done on your specific site, that work has value and isn't refundable, but you're also never left with nothing to show for your payment.

1. Before your site is generated

If you cancel after payment but before Lumio has started building your site (this window is normally very short, since generation begins automatically), you're entitled to a full refund. Contact us immediately if you need to cancel at this stage.

2. After your site is generated (the normal case)

Once Lumio has generated your site, real computation and work has gone into producing it — this is treated the same way a deposit covering discovery, design, and build work is treated industry-wide: non-refundable, because the resources have already been spent producing something specific to you. However, unlike a one-shot deliverable, you are not left to accept it as-is:

• You get a private preview link before anything goes live.
• You can request revisions — there is no cap on reasonable revision requests during your review period.
• Nothing is published or handed over as final until you approve it.

A refund is not available simply because you changed your mind on a design choice you have the ability to request a revision for.

3. When a refund IS available after generation

We will refund you in full if:

• Lumio fails to deliver a working preview at all (a genuine generation failure on our end).
• The delivered site is materially unusable for its stated purpose (e.g. broken layout, non-functional core pages) and we are unable to fix it after a reasonable revision attempt.
• You were charged in error (duplicate charge, wrong amount).

4. Once you approve and publish

Once you've approved your site and it's been published or handed over as final files, the project is considered complete and delivered — consistent with standard industry practice, no refund is issued after this point. Ongoing changes after this stage are handled as a new, separate request.

5. How to request a refund

Email lumiowebbuilder@gmail.com with your business name and the email you submitted with. We aim to respond within 2 business days.

6. Chargebacks

If you have a concern, please contact us directly first — most issues can be resolved faster that way than through a card issuer's dispute process, and it helps us keep the service affordable for everyone.

This policy is written in plain terms for clarity and is not a substitute for the refund rights you have under applicable consumer law (including the Australian Consumer Law, which provides guarantees that cannot be excluded by any policy — see our Terms of Service for details).