Refund Policy

Lumivox Digital operates on a results-based model, which means our refund terms are structured differently depending on the type of service you’ve purchased. This policy explains when refunds are available, how to request one, and what to expect at each stage of a project. This policy does not affect any statutory consumer rights you may have under the laws of your country, which cannot be limited or excluded by this policy.

1. Free Strategy Call

Our strategy call is free of charge and carries no payment or refund obligation. If you proceed to a paid engagement after your call, the terms below apply from the point payment is made.

2. One-Time Project Fees (Websites, Branding, Logo Design, etc.)

For fixed-scope projects such as website builds, ecommerce development, branding, and logo design:

  • Before work begins: if you cancel before any work has started, you are eligible for a full refund minus any non-refundable third-party costs already incurred on your behalf (e.g. purchased stock assets, licensed plugins, or paid tools set up specifically for your project).
  • After work has started: refunds are calculated based on the proportion of work completed at the time of cancellation. Deposits covering work already delivered (design concepts, completed pages, development milestones) are non-refundable once that milestone has been delivered and approved.
  • After project delivery: once a project is delivered, approved, and the final invoice is paid in full, it is not eligible for a refund. We will, however, fix any bugs or defects covered under our 7-day post-launch support window at no additional charge.

3. Monthly Retainer Services (SEO, PPC, Social Media, Content, Email)

For ongoing monthly services:

  • Monthly retainer fees are billed in advance for work to be completed in that billing period and are non-refundable once that period’s work has begun, since strategy time, research, and campaign setup are committed immediately.
  • You may cancel a monthly retainer at any time, effective at the end of your current billing period. No further charges will apply after that date.
  • Because SEO, AEO, and GEO are long-term compounding strategies, results are not guaranteed within any single billing period, and lack of immediate results within one month does not, on its own, qualify for a refund of that month’s fee. This is explained clearly during onboarding so expectations are aligned from day one.

4. Setup Fees

One-time setup fees (for example, marketing automation setup, CRM configuration, or AI chatbot development) cover the time and resources required to build your specific system. Once setup work has begun, these fees are non-refundable, as the work is custom-built for your business and cannot be resold or reused for another client.

5. What Is Not Eligible for a Refund

  • Completed and approved project milestones or deliverables
  • Monthly retainer fees for a billing period that has already begun
  • Third-party costs already paid on your behalf (domains, hosting, paid stock media, licensed software, ad spend already delivered to Google/Meta/LinkedIn)
  • A change of mind after a project has been delivered, approved, and invoiced in full
  • Ad spend itself, once delivered to the advertising platform — this is a pass-through cost paid directly to the platform (e.g. Google, Meta), not to Lumivox Digital

6. How to Request a Refund

To request a refund, email us at support@lumivoxdigital.com with your name, the service purchased, the date of payment, and the reason for your request. We aim to acknowledge every refund request within 7 business days.

7. Refund Processing Time

Approved refunds are processed within 30 business days and returned to the original payment method used. Depending on your bank or card provider, it may take an additional 60 business days for the refund to appear in your account.

8. Cancelling an Ongoing Project

If you wish to cancel a project or retainer that is already underway, please contact us as early as possible. We will confirm in writing what work has been completed, what (if anything) is refundable under this policy, and the effective date your engagement will end. We aim to make this process fair, clear, and free of unnecessary delay.

9. Your Statutory Rights

This policy does not limit or exclude any rights you have under the consumer protection laws of your country, including but not limited to the UK Consumer Rights Act 2015, the Australian Consumer Law, and equivalent legislation in Canada, New Zealand, South Africa, and Singapore. Where our policy above conflicts with a mandatory statutory right, your statutory right applies.

10. Contact Us

For any questions about this Refund Policy, please contact us at:

Lumivox Digital
Email: support@lumivoxdigital.com
Website: https://lumivoxdigital.com/contact