1. Scope
This Refund & Cancellation Policy applies to paid private-session packages purchased through Lumanox and should be read with the Terms of Service.
Lumanox is operated by Eduardo Jose Valido II d/b/a Lumanox.
2. Fixed-Price, Request-First Model
Lumanox uses fixed-price session packages.
A Member generally submits a request first. A Creator may accept, decline, or propose another time. Payment is generally requested only after scheduling is confirmed or otherwise approved through the Platform.
Before payment is completed, cancellation normally does not create a refund issue because no completed Lumanox payment has occurred.
3. Seven-Day Request Window
A request for refund review, payment correction, or cancellation-related relief should be submitted to support@lumanox.one within 7 calendar days after the scheduled session date or the payment event giving rise to the request, whichever is later.
Lumanox may consider a later request where required by law or where unusual circumstances reasonably justify review.
Submitting a request does not guarantee a refund.
4. Delivered Sessions Are Generally Non-Refundable
A session that was materially delivered is generally non-refundable.
Because Creator sessions may involve subjective coaching, guidance, feedback, instruction, interpretation, entertainment, reflection, personal insight, or similar individualized services, dissatisfaction with style, tone, interpretation, advice, feedback, perceived accuracy, or subjective value does not by itself create a right to a refund.
No refund is promised because a prediction or hoped-for outcome does not occur.
5. Circumstances Eligible for Review
Lumanox may consider a full or partial refund, rescheduling, correction, Platform credit if such functionality exists, or another appropriate remedy where:
- the Creator did not attend or answer for a confirmed paid session;
- the Creator cancelled a paid session and it was not reasonably rescheduled;
- a Lumanox or voice-provider failure materially prevented delivery;
- an interrupted call caused by the Platform or provider prevented a material portion of the purchased session from being delivered;
- the Member was charged more than once for the same purchase;
- the amount charged materially differed from the authorized Lumanox checkout;
- the transaction involved substantiated fraud or unauthorized use;
- the Creator materially failed to deliver the purchased package;
- the Creator engaged in prohibited conduct materially connected to the transaction;
- a refund is required by applicable law, card-network rule, or payment-provider obligation; or
- Lumanox determines another remedy is appropriate based on reliable evidence.
6. Member Cancellations
Before payment, a Member may cancel or abandon an unpaid request through available Platform tools without needing a refund.
After payment, contact Lumanox as soon as possible if you need to cancel. A paid cancellation initiated by the Member is not automatically refundable because the Creator’s time may have been reserved.
Lumanox may consider how much notice was provided, whether the Creator could reasonably recover the reserved time, whether the session was already underway, and other relevant facts.
Nothing in this section limits cancellation or refund rights that applicable law requires.
7. Creator Cancellations
A Creator should cancel as soon as reasonably possible if unable to deliver a confirmed session.
If a Creator cancels a paid session, Lumanox may offer rescheduling or a refund. A Member is not required to accept an unreasonable substitute time.
Repeated Creator cancellations or no-shows may result in Creator restrictions, earnings adjustments, suspension, or removal.
8. Rescheduling
Rescheduling may be available when the Member and Creator agree to a new time or when Lumanox determines rescheduling is a reasonable remedy.
Rescheduling is not guaranteed and depends on Creator availability and the Platform’s supported workflow.
A rescheduled session remains subject to the package duration, payment record, and applicable Platform rules unless Lumanox expressly states otherwise.
9. Creator No-Shows
If a Creator does not attend, answer, or make a reasonable effort to deliver a paid confirmed session, the Member should contact support@lumanox.one.
After reviewing available evidence, Lumanox may refund, partially refund, reschedule, or provide another appropriate remedy.
10. Member No-Shows and Late Arrival
A Member must remain reasonably available at the scheduled time using the call-ready number saved to the account.
If the Member does not answer, declines the call, blocks the relay number, provides an unusable number, or is otherwise unavailable, the session may be treated as a Member no-show and is generally non-refundable.
A Member who is late or initially unavailable is not guaranteed an extension beyond the purchased session window or paid-time limits.
Limited exceptions may be considered where reliable evidence shows that the Platform, Creator, or voice provider caused the missed connection.
11. Creator Late Arrival
A Creator who is late must still make a reasonable effort to deliver the full purchased session where the Platform and Member availability allow it.
If Creator lateness materially prevents delivery of the purchased time, Lumanox may consider a partial refund, full refund, rescheduling, or another remedy based on the amount actually delivered and the circumstances.
12. Interrupted Calls, Reconnection, and Paid Time
Telephone sessions may be interrupted by carrier, device, network, Platform, or provider conditions.
Where the Platform permits it, participants should use the supported retry or reconnection flow while the session remains eligible and paid time remains.
A brief interruption that is reasonably reconnected and does not materially reduce the purchased session normally does not require a refund.
If a Platform, Creator, or provider issue prevents a material portion of the paid session from being delivered after reasonable reconnection attempts, Lumanox may consider a partial refund, full refund, or rescheduling.
If the interruption is primarily caused by the Member’s device, carrier, blocked calls, incorrect number, voluntary disconnection, or unavailability, a refund may not be available.
13. Partial Sessions and Early Endings
If a Member voluntarily ends a session early without a Platform or Creator delivery problem, the unused portion is generally non-refundable.
If a Creator voluntarily ends a session materially early without a valid safety, policy, or Member-conduct reason, Lumanox may review the undelivered portion for a partial refund or other remedy.
If Lumanox ends or restricts a session because of prohibited conduct, the remedy will depend on which participant caused the issue and the surrounding facts.
14. Prohibited Conduct and Refunds
Lumanox may consider a refund or other remedy where a Creator engages in conduct such as:
- guaranteed outcomes or guaranteed accuracy;
- medical, legal, financial, tax, mental-health, immigration, crisis, emergency, or other prohibited professional advice;
- fear-based spiritual pressure or claims that harm will occur unless the Member pays more;
- exploitative curse-removal, cleansing, spell-removal, or similar pressure;
- harassment, threats, coercion, hate, discrimination, sexual exploitation, or doxxing;
- deceptive marketing or material misrepresentation;
- fake testimonials or manipulated social proof;
- off-platform payment steering;
- privacy violations; or
- material non-delivery.
15. Duplicate Charges and Payment Errors
If you believe you were charged twice or charged an incorrect amount, contact support@lumanox.one promptly.
Lumanox may review Stripe and Platform records and issue an appropriate correction or refund if a duplicate or payment error is confirmed.
16. Unauthorized Transactions and Fraud
If you believe a transaction was unauthorized, contact Lumanox and your bank or card issuer promptly.
Lumanox may restrict account activity, cancel pending sessions, preserve relevant records, and cooperate with Stripe, financial institutions, or lawful authorities as appropriate.
17. Chargebacks and Payment Disputes
You retain any right you may have to dispute a charge through your payment method.
Lumanox may provide Stripe, a card network, or a financial institution with relevant transaction, scheduling, support, policy-acceptance, and call-connection records when responding to a dispute.
Lumanox may restrict accounts involved in fraudulent, abusive, or bad-faith payment disputes, but will not treat the good-faith exercise of a legal payment right as prohibited merely because a dispute was filed.
18. Creator Earnings Adjustments
If a session payment is refunded, reversed, charged back, disputed, duplicated, fraudulent, or associated with material non-delivery or prohibited conduct, Lumanox may reverse, hold, void, correct, or offset the related Creator earnings or accounting record to the extent permitted by law.
Creator earnings records are not a guarantee that funds are finally payable while a related transaction remains subject to refund, dispute, fraud, reconciliation, or legal hold.
19. Refund Method and Timing
Approved refunds are generally submitted to the original payment method through Stripe when possible.
After Lumanox submits a refund, the time it takes to appear depends on Stripe, the Member’s bank or card issuer, the payment method, and applicable payment-network processes. Lumanox does not control bank posting times and does not promise a specific number of days.
If the original payment method cannot receive a refund, the available process will depend on Stripe, the financial institution, and applicable law.
20. Evidence Used for Review
Lumanox may consider:
- Stripe payment records;
- checkout and payment-status records;
- package and session-request records;
- requested, proposed, and scheduled times;
- cancellation and decline records;
- support communications and evidence voluntarily submitted by the parties;
- Platform activity;
- call-provider connection metadata, timestamps, durations, attempts, and failure information;
- applicable policies and accepted legal versions;
- Creator and Member history where relevant to fraud, abuse, or repeated non-delivery; and
- applicable legal and payment-provider requirements.
Lumanox does not enable product-level recording or transcription of private sessions, so ordinary refund review does not rely on a Lumanox-created call recording or transcript.
21. How to Request Review
Email support@lumanox.one and include:
- the email address on your Lumanox account;
- the Creator name and package;
- the scheduled session date and time;
- the reason for the request; and
- relevant screenshots or supporting information, if any.
Do not send full card numbers, passwords, login codes, Social Security numbers, or unnecessary sensitive information.
22. Decisions and Legal Rights
Lumanox may approve, deny, partially approve, reschedule, correct a payment record, or offer another appropriate remedy based on the available evidence and applicable rules.
Nothing in this Policy limits a non-waivable right or remedy available under applicable law.
23. Changes
Lumanox may update this Policy for product, payment, provider, operational, or legal changes.
Material changes may be highlighted through the Platform or other reasonable notice. The displayed version and effective date identify the current Policy.