Refund and Dispute Policy

1. Scope

1.1This Policy explains how Lumora Projects Co Limited (“we”, “us” or “our”), a company incorporated in Hong Kong, handles refunds, billing disputes and chargebacks for its advisory and consulting services booked or paid for through lumoraprojectsco.com.

1.2For clients with signed engagement terms, those terms govern fees, refunds and disputes, and prevail over this Policy if they conflict.

2. Payments

2.1Prices are in United States dollars and you are charged in that currency. Your bank or card issuer may apply its own conversion rate and charges.

2.2Charges appear on your statement as LUMORA PROJECTS.

2.3We deliver a booked session at the time booked. Where we agree any other deliverable, we confirm the delivery date with you in writing before you pay.

2.4Where you buy a recurring service, we tell you the amount and how often you will be charged before your first payment. We then charge that amount for each billing period until you cancel.

2.5We give you at least 30 days’ notice before we change the price of a recurring service.

2.6We email you a receipt for each charge.

3. Refunds

3.1Prepaid fees for sessions and deliverables we have not yet delivered are refunded on cancellation, less costs we have already incurred or committed.

3.2Where a law that applies to you requires a refund and cannot lawfully be excluded, including the Australian Consumer Law where it applies, we provide it. Nothing in this Policy excludes, restricts or modifies any such right or remedy.

3.3Fees for sessions and deliverables we have already delivered are not refundable.

3.4A session missed or cancelled with less than 24 hours’ notice is forfeited, unless we agree otherwise.

3.5To request a refund, email support@lumoraprojectsco.com with your name, the invoice or booking reference and the reason for your request. We respond within 3 business days.

3.6We make approved refunds to the original payment method within 10 business days of approving the request. If that method is closed or no longer works, we refund to another method you nominate.

4. Billing Disputes

4.1Raise any billing dispute in writing to support@lumoraprojectsco.com within 7 days of the invoice or delivery you are disputing, including the date, the amount, the reason for the dispute and any supporting details. We respond within 3 business days and work with you in good faith to resolve it. We may still consider a later dispute where reasonable evidence supports it.

4.2Our booking records, session logs, invoices and, where calls are recorded under our Privacy Policy, call recordings and transcripts are the records used to resolve disputes, and are taken as correct unless you show otherwise.

4.3Where a dispute is upheld, we re-deliver the affected session or deliverable, or, if you prefer, apply a credit to your account or refund the affected amount. You choose between a credit and a refund. Credits are applied against future fees and expire 12 months after issue.

5. Cancellation

5.1You may cancel services at any time by written notice. Fees for everything delivered before cancellation remain payable, and clause 3 governs refunds of prepaid fees.

5.2To cancel a recurring service, email support@lumoraprojectsco.com at least 3 business days before your next charge. Cancelling stops future charges, and you keep the service for the rest of the period you have paid for.

6. Chargebacks

6.1You agree to raise any billing concern with us and allow a reasonable opportunity to resolve it before initiating a chargeback with your card issuer or payment provider.

6.2Repeated unfounded chargebacks may result in suspension of services. Payments are processed by third-party payment processors, and their rules also apply. Nothing in this Policy limits any right you have under card network or payment processor rules.

7. Governing Law

7.1This Policy is governed by the laws of the Hong Kong Special Administrative Region, to the maximum extent permitted by the laws that apply to you.

8. Contact

8.1Billing enquiries and disputes: Lumora Projects Co Limited, Room 1203, 12/F, Tower 3, China Hong Kong City, 33 Canton Rd, Tsim Sha Tsui, Kowloon, Hong Kong. Email: support@lumoraprojectsco.com.