1. Scope
This Sales and Refunds Policy applies to business customers purchasing our Services, including digital products, subscriptions and project-based work.
All sales are strictly business-to-business (B2B). Consumer rights legislation that applies to individuals acting outside their trade or profession does not generally apply.
2. Orders and Contract Formation
An order for Services is placed when you:
- accept a written proposal or quote from us;
- sign a Service Agreement or order form; or
- purchase a subscription or service via our online checkout (where available).
A binding contract forms when we confirm acceptance of your order in writing or commence delivery of the Services, and when you have accepted our Terms and Conditions and acknowledged our Privacy Policy as part of the checkout or onboarding process.
3. Pricing and Payment
Prices are set out in our proposals, order forms or pricing pages and are exclusive of VAT unless stated otherwise. Payment terms are specified in the relevant documentation. If not specified, payment is due in advance or within the period stated on the invoice.
If payment is not received on time, we reserve the right to suspend access to the Services or delivery of work, charge interest on overdue amounts and recover reasonable costs of debt collection.
4. Digital Services and No General Right of Refund
Our Services are typically bespoke or digital in nature (for example, custom websites, AI/automation solutions, configuration work, consulting). Once work has begun, significant time and expertise may already have been invested.
For this reason, and given the B2B context, we do not generally offer refunds once the contract is accepted and work has started, except where:
- we are in material breach of our obligations and fail to remedy within a reasonable period; or
- a specific refund or satisfaction guarantee has been explicitly agreed in writing.
5. Project-Based Work (Milestones)
For project-based engagements, the Service Agreement may specify milestones and corresponding payments.
If you choose to cancel a project early (without our breach):
- you remain liable to pay for all work performed up to the cancellation date; and
- any non-refundable third-party costs already incurred on your behalf will also be payable.
If we are in material breach and do not remedy within the agreed period after notice, you may be entitled to a partial refund of fees paid for services not yet delivered, as specified in the Service Agreement.
6. Subscriptions (If Applicable)
For subscription-based services, the initial term, renewal terms and cancellation notice period will be set out in the relevant plan or order.
Unless otherwise stated:
- subscriptions renew automatically at the end of each billing period;
- cancellation takes effect at the end of the current billing period;
- we do not generally provide pro-rata refunds for unused portions of a billing period.
7. How to Request a Review or Refund
If you believe you are entitled to a refund or credit, please contact us at contact@lumenweb.co.uk with:
- your company details;
- a description of the services purchased;
- the reasons for your request;
- any supporting documentation.
We will review your request in good faith and respond within a reasonable timeframe.
8. Changes to This Policy
We may update this Sales and Refunds Policy from time to time. The updated version will be posted on our website with a new "Last updated" date. Any changes will apply to new orders placed after the updated policy takes effect.