Refund & Cancellation Policy

This Refund & Cancellation Policy explains how payments, deposits, cancellations, and refunds work when you engage Luminorix Creative Agency (“Luminorix,” “we,” “us,” or “our”) for creative services. Because we provide custom, made-to-order creative work rather than physical products, our approach to refunds reflects the time, expertise, and craft invested in every project. Please read this Policy together with our Terms of Service.

01Nature of Our Services

Luminorix delivers bespoke creative services — branding, design, and advertising — that are produced specifically for each client. Once work begins, the time and expertise dedicated to your project cannot be returned or resold. For this reason, fees are generally non-refundable except as expressly described in this Policy or required by law.

02Deposits

Most projects require a deposit before work begins, as stated in your proposal or statement of work. This deposit reserves capacity in our schedule and covers the initial strategy, research, and concept work. Deposits are non-refundable once we have begun work, because that time has already been committed to your project.

03Cancellations by the Client

You may cancel a project at any time by notifying us in writing. If you cancel:

• Before work has begun: you may be eligible for a refund of any amount paid beyond the non-refundable deposit.
• After work has begun: you remain responsible for all work completed and expenses incurred up to the cancellation date. Any prepaid amounts exceeding the value of completed work and committed costs may be refunded at our reasonable discretion; amounts corresponding to work already performed are non-refundable.
• After delivery of a completed deliverable: the fee for that deliverable is non-refundable.

04Recurring and Monthly Services

Ongoing services, such as social media advertising management or search marketing management, are billed monthly in advance unless otherwise stated. You may cancel recurring services with the notice period specified in your proposal. Fees for the current billing cycle are non-refundable, and cancellation takes effect at the end of that cycle. Third-party advertising spend and platform fees are separate from our management fees and are not refundable by us, as they are paid directly to the platforms.

05Revisions Instead of Refunds

Our goal is your satisfaction with the final work. If you are unhappy with a deliverable, we will first work with you through the revision rounds included in your proposal to bring the work in line with the agreed direction and scope. Requesting a refund is not a substitute for the revision process, and dissatisfaction that falls within the scope of normal revisions is addressed through revisions rather than refunds.

06Cancellations by Luminorix

In rare cases, we may need to cancel or decline to continue an engagement — for example, if a project falls outside our capabilities, if there is a breakdown in cooperation, or if a request is unlawful, deceptive, or infringing. If we cancel a project for reasons not caused by your breach of our Terms, we will refund any prepaid fees for work not yet performed. If cancellation results from your breach or non-payment, standard non-refundable terms apply.

07Chargebacks

If you have a concern about a charge, please contact us first so we can resolve it directly and promptly. Initiating a chargeback without contacting us may be treated as a breach of our Terms and may result in suspension of services and recovery of amounts owed. We keep detailed records of proposals, approvals, and delivered work to support fair resolution of any dispute.

08How Refunds Are Issued

When a refund is approved under this Policy, it will be issued using the original payment method where possible, within a reasonable time after approval. Any third-party processing fees associated with the original payment may be deducted where permitted. We will confirm the refund amount and method in writing.

09Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. When we do, we will revise the “Last updated” date above. The Policy in effect at the time you approve a proposal governs that engagement.

10Contact

If you have questions about a payment, cancellation, or refund, please contact us using the appropriate studio line below and we will be glad to help.