Refund Policy

LUMA is committed to delivering reliable cloud computing and related technology services to its

customers. This Refund Policy outlines the circumstances under which refunds may be

considered for payments made for our services.

Payments made for cloud services, subscriptions, hosting, storage, support services,

implementation, and other related offerings are generally non-refundable once the service has

been activated, provisioned, deployed, renewed, or otherwise made available to the customer.

Notwithstanding the above, a refund may be considered at the sole discretion of LUMA in the

following circumstances:

1. Where a customer has been billed incorrectly due to a verified system or administrative

error.

2. Where a duplicate payment has been made for the same service.

3. Where LUMA is unable to provide the subscribed service due to a verified fault directly

attributable to LUMA, and the issue remains unresolved within a reasonable period.

4. Where a refund is otherwise required under applicable law or regulation.

Refunds will not be granted in the following circumstances:

1. Where the service has already been used, accessed, consumed, or partially utilized.

2. Where the request arises from a customer’s change of mind after service activation or

purchase.

3. Where the issue results from incorrect service selection, configuration, or instructions

provided by the customer.

4. Where service interruption or performance issues are caused by third-party providers,

external infrastructure, customer systems, force majeure events, or other factors beyond

LUMA’s reasonable control.

5. Where the customer fails to cancel a recurring service before the commencement of the

next billing cycle.

6. Where fees relate to setup, onboarding, migration, customization, consulting, or other

professional services already rendered.

All refund requests must be submitted in writing and include sufficient details to facilitate a

proper review, including the customer’s name, service details, proof of payment, and the reason

for the request. LUMA reserves the right to request additional information or supporting

documentation where necessary.

Where a refund request is approved, the refund will ordinarily be processed through the original

payment method within a reasonable period, subject to applicable banking timelines, payment

processor procedures, and regulatory requirements.

LUMA reserves the right to review and determine all refund requests on a case-by-case basis

and may decline any request that does not meet the conditions outlined in this policy.

For any billing concerns or service-related issues, customers are encouraged to contact LUMA

first so that the matter may be reviewed and, where possible, resolved promptly before a refund

request is considered.

Retainer

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