Got Questions? We've Got Answers
Everything you need to know about ordering, payments, escrow protection, and working with verified providers on LumiHive.
About LumiHive
What is LumiHive and how does it work?
LumiHive is Malaysia's digital and creative services marketplace — an online platform that connects businesses and individuals with verified Malaysian service providers across four categories: IT Solutions, Digital Campaigns, Creative Services, and Hardware.
It works in three steps. First, browse the marketplace and select a service or post a project brief for providers to respond to. Second, review provider profiles, packages, and pricing — then confirm your order. Third, pay securely through our BNM-licensed payment gateway. Your payment is held in escrow and only released to the provider once you review and approve the delivered work.
LumiHive is operated by Luminarix Sdn Bhd (Company Registration No. 202501044753 (1646161-D)), registered at No. 36B Jalan Tun Mohd Fuad 2, Taman Tun Dr Ismail, 60000 Kuala Lumpur.
Who can use LumiHive — is it only for Malaysian businesses?
LumiHive is primarily designed for Malaysian businesses, entrepreneurs, and individuals who need digital and creative services. All service providers on the platform are verified Malaysian professionals or SSM-registered businesses.
Buyers (Clients) from outside Malaysia are welcome to place orders, but please note that all transactions are denominated in Malaysian Ringgit (MYR) and processed through our Malaysian BNM-licensed payment gateway. Some hardware services may be restricted to delivery within Malaysia only.
To become a service provider on LumiHive, you must currently be based in Malaysia and hold a valid SSM registration or be an individually verified Malaysian professional.
What types of services are available on LumiHive?
LumiHive covers four core service verticals:
| IT Solutions | Website development, mobile app development, ERP/CRM systems, cloud infrastructure, cybersecurity audits, software integration |
| Digital Campaigns | Google Ads management, Meta (Facebook/Instagram) advertising, SEO retainers, social media management, email marketing, performance marketing |
| Creative Services | Logo and brand identity design, UI/UX design, corporate video production, product photography, presentation design, copywriting |
| Hardware | Business laptops and workstations, enterprise servers, network and Wi-Fi infrastructure, CCTV and security systems, office technology bundles |
Within these verticals, you can find services as granular as a single logo design (starting from RM 299) or as comprehensive as a full enterprise server deployment. Browse our full catalogue at www.lumihive.shop.
For Buyers (Clients)
How do I place an order on LumiHive?
Placing an order on LumiHive is straightforward:
- Register a free account at www.lumihive.shop.
- Browse services using the category navigation or search bar, or post a Project Brief and wait for providers to submit proposals.
- Select a service listing and choose the package that fits your requirements — Basic, Standard, or Premium.
- Review the provider's profile, portfolio, past reviews, and delivery timeline before confirming.
- Confirm the Engagement and proceed to checkout. You will pay securely via FPX, DuitNow, Visa, Mastercard, or supported e-wallets.
- The service provider receives notification, begins work, and delivers within the agreed timeline.
- You review the Deliverable, request revisions if needed, and release payment once satisfied.
For complex projects, you can also message a provider directly through the platform before placing an order to discuss your specific requirements.
What is the escrow system and how does it protect me?
When you pay for a service on LumiHive, your payment is not immediately released to the provider. Instead, it is held in escrow — a secure holding state managed by the platform — until you explicitly approve the delivered work.
This means that if a provider fails to deliver, delivers something materially different from what was agreed, or delivers work of an unacceptable standard, you do not simply lose your money. You can:
- Request revisions within the agreed revision rounds at no additional cost.
- Raise a formal dispute through the LumiHive platform if revisions do not resolve the issue.
- Receive a full or partial refund where LumiHive's dispute team determines the provider has failed to meet the agreed brief.
Payment is only released to the provider when you actively click "Approve" on the platform, or automatically after the approval window expires without a dispute being raised. The escrow system is a core protection built into every transaction on LumiHive.
⚠️ Important: Never make payments to a provider directly outside the LumiHive platform. Off-platform payments forfeit your escrow protection entirely.
What happens if I am not satisfied with the delivered work?
If a Deliverable does not meet the agreed scope, you have the following options:
- Request revisions: Within the number of revision rounds included in your chosen package, ask the provider to revise the work. This is always the first step.
- Raise a dispute: If revisions are exhausted or the provider is unresponsive, raise a formal dispute through the LumiHive Help Centre within 30 days of the relevant event.
- LumiHive mediates: Both parties submit their evidence. LumiHive's dispute team reviews within 10 business days and issues a determination.
- Refund or compensation: Where LumiHive finds in your favour, the appropriate refund (full or partial depending on the work completed) is processed within 7–14 business days.
Your rights as a consumer under the Malaysian Consumer Protection Act 1999 are fully preserved. If you remain unsatisfied after LumiHive's process, you may refer the matter to the Tribunal for Consumer Claims Malaysia.
Contact support@lmnrx.com for immediate assistance with any order issue.
Can I cancel an order after it has been placed?
Yes, but the cancellation rights and refund entitlements depend on the service vertical and how much work has already been completed. Here is a quick summary:
| Service Type | Cancellation Window (Full Refund) | After Work Has Started |
|---|---|---|
| IT Solutions | Within 24 hours of confirmation | Refund for incomplete milestones; completed milestones are payable |
| Digital Campaigns | Within 24 hours, before campaign launch | Unspent ad budget refunded; management fees already delivered are non-refundable |
| Creative Services | Within 24 hours, before work begins | Refund for incomplete milestones; approved Deliverables are non-refundable |
| Hardware | Within 24 hours, before dispatch | Returns accepted for defective or misdescribed items within 7 days of delivery |
To initiate a cancellation, contact cs@lmnrx.com or use the platform's Help Centre. See our full Refund and Cancellation Policy at www.lumihive.shop for complete terms.
For Service Providers
How do I become a verified service provider on LumiHive?
To list your services on LumiHive, you must complete our verification process. Here is what is required:
- Register an account at www.lumihive.shop and select "Join as a Provider".
- Submit your SSM registration certificate (for companies) or a valid MyKad copy (for individual professionals).
- Upload portfolio samples — at least 3 completed project samples relevant to the services you intend to list.
- For IT Solutions providers: provide relevant professional certifications (e.g. Microsoft, Cisco, AWS, Google).
- For Digital Campaign providers: provide platform certifications (e.g. Google Ads, Meta Blueprint) where applicable.
- Enter your Malaysian bank account details for payout processing.
- Complete your provider profile with a professional photo, bio, skills, and service specialisations.
Applications are reviewed within 5 business days. Approved providers receive an onboarding email with instructions to create their first Listing. Verification confirms your identity and legitimacy — it does not constitute LumiHive's endorsement of your skills or guarantee of work.
Email providers@lumihive.com.my or cs@lmnrx.com to begin your application.
How and when do service providers get paid?
Provider payouts work through LumiHive's escrow system:
- The Client pays at checkout. Funds are held in escrow on the platform.
- You deliver the work within the agreed timeline.
- The Client reviews and approves the Deliverable — or the approval window closes without a dispute.
- Funds are released from escrow to your LumiHive wallet.
- You withdraw from your wallet to your registered Malaysian bank account.
Withdrawals are processed within 3–5 business days to your registered bank account. All payouts are in Malaysian Ringgit (MYR). LumiHive retains a platform service fee from each completed transaction — the net amount after the fee is what you receive.
You will receive a transaction record for every completed payout for your accounting and tax records. For tax compliance, service providers are responsible for declaring income in accordance with Malaysian income tax laws.
⚠️ Important: Always communicate with Clients through the LumiHive platform — off-platform transactions are not covered by our escrow or dispute protection, and may result in account suspension.
Payments & Security
What payment methods does LumiHive accept?
LumiHive accepts the following payment methods, all processed through our BNM-licensed payment gateway:
- FPX (Financial Process Exchange) — direct online banking from all major Malaysian banks including Maybank, CIMB, Public Bank, RHB, Hong Leong, Ambank, and others.
- DuitNow Online Banking/Wallets — Malaysia's national real-time payment network.
- Visa credit and debit cards.
- Mastercard credit and debit cards.
- Approved Malaysian e-wallets (subject to gateway availability).
All transactions are denominated in Malaysian Ringgit (MYR). We do not accept cash, cheques, cryptocurrency, or direct bank transfers made outside the platform.
LumiHive does not store your card numbers or banking credentials. All sensitive payment data is handled exclusively by our BNM-licensed payment processor under their own regulated security framework.
Is it safe to pay on LumiHive? How is my financial information protected?
Yes. LumiHive applies multiple layers of financial and data security:
| Security Layer | Detail |
|---|---|
| BNM-Licensed Gateway | All payments are processed by a Bank Negara Malaysia (BNM) licensed payment service provider, operating under Malaysia's Payment Systems Act 2003. |
| SSL / TLS Encryption | The entire LumiHive platform uses HTTPS with 256-bit SSL/TLS encryption. All data transmitted between your browser and our platform is encrypted in transit. |
| Escrow Protection | Funds are held in escrow and never released to a provider without your approval. You are always in control of when payment is released. |
| No Card Data Storage | LumiHive never stores your credit card number, CVV, or banking login credentials. These are processed directly by the payment gateway under PCI-DSS standards. |
| PDPA Compliance | All personal and financial data is handled in full compliance with Malaysia's Personal Data Protection Act 2010 (PDPA). |
| Fraud Monitoring | Our platform employs automated fraud detection and we monitor for suspicious account activity continuously. |
For privacy-related queries, contact privacy@lmnrx.com. For payment or security concerns, contact cs@lmnrx.com or call +603-30033469.
Payments & Security
What payment methods does LumiHive accept?
LumiHive accepts the following payment methods, all processed through our BNM-licensed payment gateway:
- FPX (Financial Process Exchange) — direct online banking from all major Malaysian banks including Maybank, CIMB, Public Bank, RHB, Hong Leong, Ambank, and others.
- DuitNow Online Banking/Wallets — Malaysia's national real-time payment network.
- Visa credit and debit cards.
- Mastercard credit and debit cards.
- Approved Malaysian e-wallets (subject to gateway availability).
All transactions are denominated in Malaysian Ringgit (MYR). We do not accept cash, cheques, cryptocurrency, or direct bank transfers made outside the platform.
LumiHive does not store your card numbers or banking credentials. All sensitive payment data is handled exclusively by our BNM-licensed payment processor under their own regulated security framework.
Is it safe to pay on LumiHive? How is my financial information protected?
Yes. LumiHive applies multiple layers of financial and data security:
| Security Layer | Detail |
|---|---|
| BNM-Licensed Gateway | All payments are processed by a Bank Negara Malaysia (BNM) licensed payment service provider, operating under Malaysia's Payment Systems Act 2003. |
| SSL / TLS Encryption | The entire LumiHive platform uses HTTPS with 256-bit SSL/TLS encryption. All data transmitted between your browser and our platform is encrypted in transit. |
| Escrow Protection | Funds are held in escrow and never released to a provider without your approval. You are always in control of when payment is released. |
| No Card Data Storage | LumiHive never stores your credit card number, CVV, or banking login credentials. These are processed directly by the payment gateway under PCI-DSS standards. |
| PDPA Compliance | All personal and financial data is handled in full compliance with Malaysia's Personal Data Protection Act 2010 (PDPA). |
| Fraud Monitoring | Our platform employs automated fraud detection and we monitor for suspicious account activity continuously. |
For privacy-related queries, contact privacy@lmnrx.com. For payment or security concerns, contact cs@lmnrx.com or call +603-30033469.
Refunds & Cancellations
How long does a refund take to process?
Refund timelines on LumiHive are as follows:
| Stage | Timeline |
|---|---|
| LumiHive processes the refund | Within 7–14 business days of the approved refund decision |
| Funds credited to your account | Depends on your bank or payment method — typically 1–5 additional business days after processing |
| Dispute resolution decision | Up to 10 business days after both parties submit evidence |
| Standard support response | 5 business days for general refund queries |
Refunds are always returned to the original payment method used at checkout. We do not issue refunds to a different card or bank account for security reasons.
All refunds are issued in Malaysian Ringgit (MYR). If you paid by credit card in a foreign currency, your bank's exchange rate at the time of the refund credit will apply.
To initiate a refund request, use the platform's Help Centre or email cs@lmnrx.com with your order reference number.
What items and fees are non-refundable?
The following are generally non-refundable across all service categories on LumiHive:
- Platform processing or convenience fees deducted at checkout.
- Deliverables that you have formally approved on the platform — approval is a binding sign-off.
- Third-party costs already incurred on your behalf, such as advertising platform spend (Google, Meta), cloud infrastructure costs, or licensed stock assets.
- Consumed revision rounds — revisions used under your package are non-refundable even if you later cancel the Engagement.
In addition, by service type:
- IT Solutions: completed and accepted project milestones are non-refundable.
- Digital Campaigns: ad spend already deployed to advertising platforms (Google, Meta, TikTok) is non-refundable as those platforms have their own refund policies.
- Creative Services: approved Deliverables and licensed stock assets used in your project are non-refundable.
- Hardware: opened or used hardware, custom-configured items, and activated software licences are non-refundable unless defective.
Nothing in this policy limits your rights under the Malaysian Consumer Protection Act 1999. For full details, see our Refund and Cancellation Policy at www.lumihive.shop.
Privacy & Compliance
How does LumiHive handle my personal data and comply with PDPA?
LumiHive is committed to full compliance with Malaysia's Personal Data Protection Act 2010 (PDPA). Here is how we handle your data:
| Data Practice | What We Do |
|---|---|
| Data minimisation | We collect only the personal data necessary to operate the platform — registration details, order records, and communications needed for service delivery. |
| No data selling | We never sell, rent, or trade your personal data to third parties for their marketing or commercial purposes, under any circumstances. |
| Third-party processors | Where we share data with service partners (e.g., cloud hosting, analytics), they are bound by contractual data processing agreements and may not use your data for their own purposes. |
| Your rights | You may request access, correction, restriction, or deletion of your data at any time by emailing privacy@lmnrx.com. |
| Retention | Account and order data is retained for 7 years after account closure, as required for legal and financial record-keeping under Malaysian law. |
| Children's privacy | LumiHive is not directed at persons under 18. If a minor's data is inadvertently collected, it is deleted promptly upon discovery. |
| Data security | All data is encrypted in transit (TLS/SSL) and sensitive data is encrypted at rest. Role-based access controls limit who can view personal information internally. |
Your personal data is controlled by Luminarix Sdn Bhd (202501044753). For all privacy queries, data access requests, or complaints, contact privacy@lmnrx.com. You may also escalate unresolved concerns to the Personal Data Protection Commissioner of Malaysia at www.pdp.gov.my.
What if I have a dispute that cannot be resolved through the platform?
LumiHive has a structured dispute resolution process. If an issue cannot be resolved directly between the Client and the Service Provider, here is the escalation path:
- Platform Dispute: Raise a dispute through the LumiHive Help Centre within 30 days. Both parties are given 5 business days to resolve it directly.
- LumiHive Mediation: If unresolved, LumiHive's dispute team reviews all submitted evidence and issues a determination within 10 business days. This determination is final on platform-level matters such as refund eligibility.
- Management Escalation: Email cs@lmnrx.com to escalate to our management team. Response within 14 business days.
- Consumer Tribunal: Clients who are consumers may refer unresolved matters to the Tribunal for Consumer Claims Malaysia under the Consumer Protection Act 1999.
- External Mediation / Arbitration: Either party may refer the matter to mediation administered by the Asian International Arbitration Centre (AIAC) in Kuala Lumpur.
- Court Proceedings: Failing mediation, disputes are subject to the exclusive jurisdiction of the courts of Malaysia.
LumiHive's governing law is the Laws of Malaysia. For legal or dispute escalation matters, contact legal@lmnrx.com. For general support, contact cs@lmnrx.com or call +603-30033469 (Monday–Friday, 9:00 AM–6:00 PM MYT).