Legal Documentation

Refund Policy

Last updated: January 1, 2024

This Refund Policy explains how payments, cancellations, refunds, and service-related billing matters are handled by LUNI TOWER ("the Company," "we," "us," or "our"). By engaging our services, submitting payment, or approving a service scope, you acknowledge that you have read and understood this Refund Policy.

1. Nature of Our Services

LUNI TOWER provides website workspace configuration, digital content deployment assistance, interface customization guidance, and online presence support services. Our services are advisory and support-focused in nature and are generally customized to the Client's specific digital materials, existing platforms, service scope, and requested online presentation needs.

Because our work involves time-based consultation, configuration guidance, content organization, and customized support, completed services are not treated the same as physical goods and may not be eligible for a traditional product-style return.

2. General Refund Eligibility

Refund eligibility depends on the status of the service engagement, the amount of work already performed, and the specific terms agreed in the written scope confirmation.

Refunds may be considered only in the following situations:

• The Client paid for a service that has not yet started.
• The Client was charged in error.
• The Client made a duplicate payment.
• LUNI TOWER is unable to begin the agreed service due to circumstances within the Company's control.

Refund requests are reviewed on a case-by-case basis. Submission of a refund request does not guarantee approval.

3. Non-Refundable Services

Unless otherwise required by applicable law or expressly agreed in writing, the following payments are non-refundable:

• Fees for services that have already been completed.
• Fees for work already performed, including research, planning, review, configuration guidance, content placement, interface review, or advisory support.
• Deposits used to reserve project time or begin work.
• Retainer payments for time periods that have already started.
• Rush fees, priority scheduling fees, or administrative processing fees.
• Payments for custom advisory materials, platform configuration notes, digital structure plans, or written recommendations already delivered to the Client.

4. Deposits and Partial Payments

For project-based engagements, LUNI TOWER may require an upfront deposit before work begins. Unless otherwise stated in a written agreement, deposits are used to reserve project availability, begin internal preparation, review Client materials, and initiate the service process.

If the Client cancels the engagement before work begins, LUNI TOWER may, at its discretion, issue a full or partial refund of the deposit. If work has already started, the deposit may be retained in full or applied toward the value of work already completed.

5. Cancellations by the Client

The Client may request cancellation of an active engagement by providing written notice to LUNI TOWER. Upon cancellation, the Client remains responsible for all fees associated with work completed, time spent, advisory support provided, and non-recoverable costs incurred before the cancellation notice was received.

If the amount paid exceeds the value of work completed, LUNI TOWER may issue a partial refund for the unused portion of the payment. If the value of work completed exceeds the amount already paid, the Client may be responsible for paying the remaining balance.

6. Cancellations by LUNI TOWER

LUNI TOWER reserves the right to cancel or discontinue a service engagement if the Client fails to provide required materials, does not respond to reasonable communication requests, fails to make payment, provides inaccurate information, requests work outside the agreed scope, or asks the Company to perform work that may violate applicable law, third-party platform rules, or professional standards.

If LUNI TOWER cancels an engagement for reasons unrelated to Client breach or Client delay, the Company may issue a refund for any prepaid services not yet performed.

7. Revision Requests and Service Satisfaction

Some engagements may include limited revisions or adjustment support, depending on the written scope confirmation. Revision requests must relate directly to the original agreed scope and must be submitted within the timeline specified in the engagement agreement or written confirmation.

A refund will not be issued solely because the Client changes their preference, business direction, platform choice, visual taste, or content strategy after work has begun or after deliverables have been provided.

LUNI TOWER does not guarantee specific business outcomes, traffic growth, sales increases, conversion improvements, search ranking changes, or public visibility results. Dissatisfaction with business outcomes does not qualify as grounds for a refund.

8. Third-Party Platforms and External Costs

LUNI TOWER may provide guidance or support within third-party digital platforms selected by the Client. The Company is not responsible for fees, subscriptions, charges, restrictions, policies, outages, or changes imposed by third-party platforms.

Payments made directly by the Client to third-party providers are not collected by LUNI TOWER and are not eligible for refund through LUNI TOWER. Any refund request for third-party charges must be directed to the relevant third-party provider.

9. Refund Request Process

To request a refund, the Client must contact LUNI TOWER in writing and provide the following information:

• Client name or business name.
• Email address used for the engagement.
• Date and amount of payment.
• Description of the service purchased.
• Reason for the refund request.
• Any supporting documentation relevant to the request.

Refund requests should be submitted within fourteen (14) days of the payment date unless otherwise required by applicable law or agreed in writing.

10. Review and Processing Time

LUNI TOWER will review refund requests in good faith. If a refund is approved, it will generally be processed back to the original payment method where possible.

Processing times may vary depending on the payment provider, banking institution, and payment method used. LUNI TOWER is not responsible for delays caused by banks, card issuers, payment processors, or third-party financial providers.

11. Chargebacks and Payment Disputes

If the Client believes a billing error has occurred, the Client agrees to contact LUNI TOWER first so the issue can be reviewed and resolved in good faith.

Initiating a chargeback or payment dispute without first attempting to resolve the matter directly may result in suspension of active services, cancellation of deliverables, and restriction from future engagements with LUNI TOWER.

12. Changes to This Refund Policy

LUNI TOWER reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of our services after policy updates constitutes acceptance of the revised Refund Policy.