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Legal and trust

Refund & Cancellation Policy

This policy applies to paid private session packages purchased through Lumanox. It should be read together with the Terms of Service and any acknowledgements shown during scheduling or checkout.

Request window

  • Refund requests must be submitted to support@lumanox.one within 7 calendar days after the scheduled session date, failed delivery, duplicate charge, or other event giving rise to the request.
  • Submitting a request does not guarantee a refund. Lumanox reviews each request using the available payment, scheduling, account, support, and call-connection evidence.

Circumstances eligible for review

  • The creator did not attend the confirmed paid session.
  • A Lumanox platform or private-call connection failure prevented the paid session from being delivered.
  • The member was charged more than once for the same purchase.
  • The request concerns substantiated fraud, prohibited conduct, or creator misconduct connected to the paid session.
  • A refund is required by applicable law or payment-network rules.

Generally non-refundable

  • A session that was delivered is generally non-refundable.
  • A member no-show, including failing to attend or answer the call-ready phone number for the confirmed session, is generally non-refundable.
  • Subjective dissatisfaction with a creator's style, tone, interpretation, personal insight, spiritual insight, prediction, or outcome does not by itself qualify for a refund.
  • Off-platform purchases or payments are not Lumanox transactions and are not covered by this policy.

Evidence and decisions

  • Lumanox may review Stripe payment records, session scheduling records, account activity, support communications, and private-call connection metadata.
  • Lumanox does not record or transcribe MVP private calls, so refund review does not rely on a Lumanox call recording or transcript.
  • Lumanox may approve or deny a refund after reviewing the available evidence. Payment processors and card networks may also impose requirements outside Lumanox's control.

How to request review

Email support@lumanox.one with the account email, session details, reason for the request, and any relevant supporting information. Do not send card numbers or other sensitive payment credentials.