This policy applies to payments made for Lume Live sessions, assessment reports, digital resources, parent guidance products, career intelligence roadmaps and working-professional profile services.
1. General Refund Principle
We aim to be fair and practical. Refunds are considered when a payment is duplicated, a service cannot be delivered because of a technical issue, or Lume Live is unable to provide the paid service. Once a digital report/resource has been accessed, generated, downloaded or delivered, refunds are generally not available.
2. Service-Wise Policy
| Service | Refund / Cancellation Rule | Notes |
|---|---|---|
| Introductory Guidance Session - Rs 49 | Rescheduling is preferred. Refund may be considered if Lume Live cannot provide a slot. | Please request rescheduling at least 24 hours before the session where possible. |
| Full Clarity Report - Rs 999 | Refund is not available after the assessment/report flow is accessed or report is generated. | If payment succeeds but access fails, we will restore access or manually support delivery. |
| Lume Lens Working Profile - Rs 1999 | Refund is not available after the paid report flow is started or report is generated. | Technical access issues will be supported through WhatsApp/email. |
| Career Intelligence Detailed Roadmap - Rs 1499 | Refund may be considered only before counsellor review or roadmap preparation has started. | Once work begins, the fee covers professional time and report preparation. |
| Parents Career Handbook PDF - Rs 199 | Non-refundable after PDF/resource delivery. | If payment succeeds but delivery fails, we will resend the resource manually. |
3. Duplicate or Failed Payment
If money is debited twice or payment succeeds but the website does not unlock access, contact us with the payment reference, phone number and screenshot if available. We will verify the payment and either restore access, deliver the service manually or process a refund where applicable.
4. Session No-Show
If a client does not attend a confirmed session without prior notice, the booking may be considered used. Lume Live may still offer a reschedule at its discretion depending on the situation.
5. Refund Timeline
Approved refunds are generally initiated within 7 working days after verification. The actual credit timeline depends on the payment method, bank, card issuer, UPI provider or payment gateway.
6. How to Request Support
- WhatsApp / Phone: +91 7015671280
- Email: hello@lumelive.co.in
- Share name, phone number, service purchased, payment date and payment reference if available.