01. What this policy covers
This policy covers services ordered from Luminary Pixel, including website design, SEO setup, optimization, technical support, maintenance and website audits when available. These are service deliverables, so physical returns and shipping are generally not applicable.
Read this policy alongside your written quotation and our Terms and Conditions. Mandatory consumer cancellation, refund and remedy rights remain available and take priority where applicable.
02. Cancellation before work begins
If you cancel before work starts, we will refund the service fee paid for work not performed. Any third-party cost may be deducted only where it was disclosed, expressly authorized and genuinely non-recoverable, and only to the extent permitted by law. We will explain any proposed deduction.
Send a cancellation request promptly with your project or order reference. Work does not become non-refundable simply because a payment was labelled a deposit.
03. Cancellation after work begins
If you cancel after work starts, we will assess the completed work against the agreed scope and payment milestones. An appropriate charge for documented work already performed may be retained where permitted and agreed; the unearned portion will be refunded.
We will provide an explanation of the work and calculation rather than automatically retaining the full project fee. A cancellation because of our failure to perform may require a different remedy under the agreement and applicable law.
04. Incorrect, missing or defective deliverables
If a deliverable is missing, materially incorrect or does not meet the agreed scope, contact us with specific details and supporting evidence. We will review it and, where appropriate, offer correction, re-performance, a price adjustment or a refund, consistent with applicable rights.
A change of preferences or a request for new features is different from a defect in the agreed work. Additional work can be quoted separately. No short reporting window in this policy removes your statutory rights.
05. Website audit reports
Audit packages are currently in development and are not accepting paid orders. Before launch, the ordering page must explain the delivery commitment and when processing starts.
Once audit orders are available, duplicate charges and paid orders we cannot deliver will be reviewed for refund. Missing measurements, blocked pages and partial coverage must be clearly disclosed rather than presented as complete results. If meaningful delivery becomes impossible, we will discuss a suitable remedy, including a refund for undelivered work.
An audit that meets its agreed scope is not a promise of improved search rankings or sales. Claims about inaccurate data or incomplete agreed deliverables will still be reviewed.
06. Maintenance and recurring services
Before any recurring plan begins, your agreement must specify the billing interval, renewal method, cancellation process and date on which cancellation takes effect. Cancel through the contact method stated in that agreement.
Fees for periods or tasks not provided will be assessed for refund. Fees for completed maintenance work are considered according to the service delivered, agreement and applicable law. This policy does not authorize automatic billing without disclosure and agreement.
07. Third-party costs
Hosting, domains, licenses, transaction costs and other external purchases may have separate provider policies. We will distinguish our service fee from external charges and confirm authorization before purchasing on your behalf.
An external provider’s restrictions do not automatically remove your remedies against us for our own failure to provide the agreed service.
08. How to request a cancellation or refund
- Use our contact page.
- Include your name, order or project reference, service and the reason for your request.
- Attach relevant screenshots or correspondence, without sharing full payment card details or passwords.
Payment-provider posting times vary. We will tell you when a refund has been submitted and any known provider estimate. We do not charge an undisclosed processing fee for an approved refund.
09. Unresolved concerns
If you disagree with a decision, ask for an explanation and provide any additional evidence. We aim to resolve concerns fairly. Nothing here limits your lawful right to contact your payment provider, a consumer authority or pursue another available remedy.
Service provider: Luminary Pixel LLC. Effective date: 12 October 2026.