01General principle
LumiCloud is prepaid per cycle. Refunds are granted in limited cases as set out below.
02When a refund applies
Refundable
- Prolonged service failure proven to originate on our side.
- Double charging by our system.
- Renewal payments we receive after the service was permanently terminated — refunded in full or converted into credit.
- Orders that fail to provision and that we cannot complete.
Not refundable
- Change of mind or unmet expectations after the service is active.
- Suspension or termination for violating the Terms & Conditions (mining, DDoS, spam, prohibited content).
- Termination because an invoice was not paid beyond the grace period (3 days to suspend, 14 days to terminate).
- Unused remainder of the current period, and disruptions covered by maintenance or the "best effort" availability in the SLA.
- Data loss caused by the Customer not keeping backups.
03How to claim
Submit via Support within 7 days of the event, with the service ID and a timeline. Claims are reviewed within 7 business days.
04Refund method
Refunds go back through the original payment method or as service credit.
Questions?
Our team is happy to help with these terms.
LumiCloud [email protected]
This document is provided in two languages. If they differ, the Indonesian version prevails.