Billing and Cancellation Policy
Billing and Cancellation Policy
This Billing and Cancellation Policy explains how lumio Networks handles invoices, renewals, payments, cancellations, suspensions, refunds, and chargebacks. It is part of our Terms of Service.
1. Prices and billing cycles
Prices, billing cycles, setup fees, renewal dates, included resources, and taxes are shown on the order form, quote, invoice, or service page. Unless a written agreement says otherwise, fees are billed in advance for the upcoming service period.
Prices may change for future renewal periods. Where practical, we will provide notice of material price changes before they apply to an active recurring service.
2. Invoices and payment due dates
Invoices are issued through the lumio Networks client area. Payment is due by the date shown on the invoice. You are responsible for keeping an active payment method and accurate billing information on file. Failure to receive an invoice notice does not waive payment obligations if the invoice is available in the client area.
3. Automatic renewals
Recurring services renew automatically unless cancelled through the client area or another written cancellation method accepted by lumio before the renewal deadline for the plan. If a renewal invoice is generated and the service has not been cancelled, you remain responsible for charges for the renewal period unless lumio approves an exception.
4. Late payments and suspension
If payment is late, failed, reversed, disputed, or rejected, we may send reminders, suspend service, disable access, assess late or recovery fees where allowed, or terminate the service. Suspension does not cancel unpaid invoices. Service may continue to accrue fees until cancelled or terminated according to the applicable policy.
Reactivation after suspension is not guaranteed. Reactivation may require payment of all outstanding invoices, chargeback fees, recovery fees, manual labor charges, or a new order if the original resource is no longer available.
5. Cancellation requests
You may request cancellation through the client area where available or by opening a billing ticket. Cancellation requests should identify the service to be cancelled and the requested cancellation timing. We may require account verification before processing a cancellation.
For dedicated resources, cancellation should be submitted before the next renewal date. Late cancellation requests may not prevent a renewal invoice or renewal charge. After cancellation, you are responsible for exporting your data before access ends.
6. 24-Hour Refund Guarantee
Unless otherwise specified on the product page, in a quotation, in a written agreement, or within this policy, Lumio offers a 24-hour refund guarantee exclusively for non-cryptocurrency (e.g., USDT, BNB, etc.) orders, provided that the user formally submits a refund request via a billing ticket in the client area within 24 hours of the initial order payment or service provisioning (whichever occurs earlier), and all refunds will be subject to a 10% deduction from the total order amount to cover payment gateway and administrative processing fees.
7. Refund Guarantee Exceptions
The 24-hour refund guarantee does not apply where lumio reasonably determines that any of the following occurred:
Fraud: no refund is available where there is evidence of fraud, identity abuse, payment risk, chargeback abuse, sanctions risk, or false account information.
Service abuse: attempts to abuse the service, violate the Acceptable Use Policy, bypass service controls, interfere with Mac management controls, or use the service for prohibited activity void refund eligibility.
DDoS attacks: no refund is available if the service receives, participates in, contributes to, or is materially affected by a DDoS attack or similar network-abuse event during the refund period.
Excessive usage: refund eligibility is lost if the service uses more than 10 GB of data transfer within the first 24 hours, or if usage materially exceeds normal evaluation activity for the ordered product.
IP address issues: At the time of service provisioning, we guarantee the connectivity of the assigned IP address(es) across mainstream global monitoring nodes. Following service activation, if the IP address or specific ports become subject to DNS pollution, TCP blocking, ICMP interception, or routing blackholing by specific regional network firewalls (such as the GFW) as a result of the user's activities (including but not limited to the deployment of unauthorized network tunnels, proxy services, etc.), the user shall bear full responsibility for the resulting service unavailability. Such circumstances shall not constitute a valid ground for any refund requests or payment disputes.
Completed work: setup fees, custom work, licensing costs, manual recovery, administrative review, dedicated resource allocation, and completed service periods are not refundable unless lumio approves an exception in writing.
8. Refund Processing and Future Eligibility
Approved refunds are returned to the original payment method used for purchase where possible. Payment-processing fees, transaction fees, currency conversion differences, bank fees, and provider deductions from the original transaction may be deducted from the refund or may be non-refundable.
After a refund is processed, the account may remain available for future orders, but the account, customer, payment identity, company, household, or related order group will no longer be eligible for additional 24-hour refund guarantees unless lumio expressly approves otherwise in writing. lumio may limit refund eligibility to one refund per customer or related account group.
9. Other Refund Rules
Unless a product page, written agreement, or applicable law says otherwise, payments for completed service periods, setup fees, dedicated resource allocations, custom work, licensing costs, recovery work, administrative work, and add-on services are non-refundable.
If lumio rejects an order before provisioning, we will issue a refund for amounts paid for that rejected order, subject to fraud review and payment-provider rules. If you believe a billing error occurred, open a billing ticket promptly with the invoice number, transaction details, and a description of the issue.
Refunds, when approved, are normally returned to the original payment method where possible. Payment-provider fees, currency conversion differences, bank charges, and processing delays may be outside our control.
10. Chargebacks and payment disputes
You should contact lumio before filing a chargeback or payment dispute. Chargebacks and reversed payments may result in immediate suspension or termination of services while the issue is investigated. We may require repayment of disputed amounts, provider fees, administrative costs, or chargeback fees before restoring service.
11. Data after cancellation or termination
After cancellation, suspension, or termination, service access may be disabled and data may be deleted according to our operational retention practices. lumio is not responsible for retaining or restoring customer data after a service ends unless a written agreement expressly says otherwise. You should maintain independent backups and export data before cancellation takes effect.
12. Fraud review and order refusal
We may review orders for fraud, abuse, sanctions, payment risk, suspicious activity, or policy violations. We may request additional verification, delay provisioning, refuse an order, cancel a service, or refund a payment where we believe the order presents unacceptable risk.
13. Taxes
You are responsible for taxes, duties, levies, and similar charges that apply to your purchase, except taxes based on lumio's income. If you are tax-exempt, you must provide valid documentation before the relevant invoice is issued where required by law.
14. Billing support
Billing questions should be sent through the lumio Networks client area or contact page at /client/support. Include the invoice number and relevant transaction details when available.