Refund policy

Refund policy

Refunds are processed by Lumenyl from the admin desk, not self-serve. Email hello@lumenyl.com with your invoice or payment reference. PayFast charges (card or Instant EFT) are refunded through PayFast to the original method. Invoices paid by bank EFT to the Lumenyl business account are refunded by electronic transfer to the account that paid. A refund will not exceed the amount originally paid.

We process valid refund requests as soon as we can, typically within 30 days of a complete request, if we cannot deliver the paid services, if you were charged in error or twice, or if unused prepaid time remains after a cancellation that the signed paper allows. Cancelling a retainer at the end of the paid period does not refund that period.

Fees for work already delivered—accepted milestones, time already used in a paid retainer period, and non-cancellable third-party costs we committed with your approval—are not refundable, except where South African consumer law requires otherwise.

Pay pages are payment requests, not VAT tax invoices. Books stay in your accountant pack. Chargebacks should be a last resort; contact us first so we can refund through PayFast or EFT and issue a receipt.