Refund Policy

Last updated: 09-02-2025
 

At LumenSprout ("we," "us," or "our"), we are dedicated to providing exceptional marketing services to help our clients achieve their business goals. We understand that circumstances may arise where refunds are necessary. This Refund Policy outlines the terms and conditions governing refunds for services purchased from us. By engaging our services, you ("Client," "you," or "your") agree to be bound by this Refund Policy.

​

1. Scope of Services

 

This Refund Policy applies to all services offered by LumenSprout, including but not limited to:

• Search Engine Marketing (SEM)

• Branding Services

• Content Marketing

• Email Marketing

• Social Media Marketing

• Conversion Rate Optimisation (CRO)

• Marketing Automation

• Website Design & Development

• Marketing Analytics

• Video Marketing

​

2. General Refund Terms

 

2.1 Service Agreements

All services provided are subject to individual Service Agreements or Contracts outlining the specific terms, deliverables, timelines, and payment schedules. This Refund Policy supplements, but does not replace, the terms set forth in those agreements.

​

2.2 Eligibility for Refunds

Refund eligibility is determined based on the nature of the service, the stage of completion, and compliance with the terms outlined in this Refund Policy and the applicable Service Agreement.

​

3. Refund Conditions

 

3.1 Cancellation Before Commencement

• Full Refund: If you cancel the service before we commence any work or incur any expenses related to your project, you are entitled to a full refund of any payments made.

• Notification: Cancellation must be communicated in writing via email or certified mail to our contact information provided below.

​

3.2 Cancellation After Commencement

• Partial Refund: If you cancel the service after we have begun work but before completion, you may be eligible for a partial refund.

• Calculation: Refund amounts will be calculated based on the work completed up to the cancellation date, subtracting any non-recoverable expenses or costs incurred.

• Non-Refundable Expenses: Expenses such as third-party fees, licensing costs, or materials purchased specifically for your project are non-refundable.

​

3.3 Completed Services

• No Refunds: Services that have been fully completed and delivered are non-refundable.

• Acceptance of Work: By accepting the final deliverables, you acknowledge satisfaction with the services rendered.

​

4. Specific Service Refund Policies

 

4.1 Retainer Services

• Monthly Retainers: For services provided on a retainer basis, cancellations must be communicated at least 2 weeks (14 days) before the next billing cycle.

• Unused Hours: Unused service hours in a retainer agreement do not carry over to the next month and are non-refundable.

​

4.2 Digital Products and Deliverables

• Non-Tangible Products: Fees for digital products such as e-books, templates, or downloadable content are non-refundable once access has been provided.

• Customisation: Customised digital products are also non-refundable after work has commenced.

​​

4.3 Training and Workshops

• Cancellation Policy: Cancellations made more than 2 weeks before the event are eligible for a full refund. Cancellations made less than 2 weeks before the event are non-refundable but may be rescheduled.

• No-Shows: Failure to attend a scheduled training or workshop without prior notice results in forfeiture of the paid amount.

​

5. Refund Process

​

5.1 Requesting a Refund

• Written Request: All refund requests must be submitted in writing info@lumensprout.com.

• Information Required: Include your name, contact information, service details, reason for the refund request, and any supporting documentation.

​

5.2 Review and Response

• Acknowledgment: We will acknowledge receipt of your refund request within 1 business days.

• Evaluation: The request will be evaluated based on the terms of this Refund Policy and the specific Service Agreement.

• Additional Information: We may request additional information or clarification to process your request.

​

5.3 Refund Decisions

• Notification: You will be notified of the decision regarding your refund request within 3 business days after all necessary information has been received.

• Approved Refunds: If approved, refunds will be processed within 3-5 business days.

• Payment Method: Refunds will be issued using the original payment method unless otherwise agreed upon in writing.

​

6. Dispute Resolution

 

6.1 Good Faith Efforts

Both parties agree to attempt to resolve any disputes related to refunds amicably and in good faith through open communication.

​

6.2 Mediation

If a resolution cannot be reached, either party may propose mediation by a neutral third party before pursuing legal action.

​

7. Non-Refundable Circumstances

​

• Change of Mind: Refunds are not granted for changes in personal circumstances or decisions to discontinue using the services after work has commenced.

• Breach of Agreement: If the Client breaches any terms of the Service Agreement or these Terms and Conditions, refunds will not be provided.

• Delays Caused by Client: Refunds are not issued for delays or non-performance resulting from the Client's failure to provide required information, approvals, or resources.

​

8. Exceptions

 

Any exceptions to this Refund Policy must be agreed upon in writing by both LumenSprout and the Client.

​

9. Amendments to Refund Policy

 

We reserve the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our Website. It is your responsibility to review the Refund Policy periodically for any updates.

​

10. Contact Information

 

If you have any questions or concerns about this Refund Policy, please contact us:

LumenSprout

• Email: info@lumensprout.com

• Phone: [Insert Phone Number]

• Address: [Insert Physical Address]

​

11. Legal Disclaimer

 

This Refund Policy is part of our Terms and Conditions and should be read in conjunction with them. Acceptance of services from LumenSprout indicates acceptance of this Refund Policy.