Refund and Returns Policy

Effective Date: 1st July, 2026

Version: 1.0

Governing Law: Laws of Malaysia

Applies To: All Clients and Service Providers on the Platform

Related Document: Terms and Conditions v1.0

Contact: support@lmnrx.com

NOTICE: This Policy forms part of the Terms and Conditions and is binding on all Users of the Platform. By engaging a Service Provider or listing a service on the Platform, you accept this Policy in full.

1. Overview

This Refund and Cancellation Policy (“Policy”) governs the rights and obligations of Clients and Service Providers on the Luminarix Sdn Bhd (Company Registration No. 202501044753 (1646161-D)), with its registered address at No. 36B Jalan Tun Mohd Fuad 2, Taman Tun Dr Ismail, 60000 Kuala Lumpur, Wilayah Persekutuan, Malaysia, in relation to the cancellation of Engagements and the eligibility for and processing of refunds.

This Policy applies across all four service verticals offered on the Platform:

IT Solutions
Digital Campaigns
Creative Services
Hardware

Where the treatment differs by vertical, this is set out explicitly below.

2. Quick Reference Summary

Vertical	Cancellation Window	Refund Eligibility	Generally Non-Refundable
IT Solutions	Within 24 hrs of confirmation	Full refund before work begins; pro-rated if in progress	Completed milestones; third-party licences
Digital Campaigns	Within 24 hrs of confirmation	Full refund before launch; partial refund after launch	Ad spend already deployed; platform fees
Creative Services	Within 24 hrs of confirmation	Full refund before work begins; pro-rated by milestones	Approved deliverables; revision rounds consumed
Hardware	Within 24 hrs of order confirmation	Full refund before dispatch; return within 7 days for defects	Opened/used items; custom-configured hardware

3. General Principles

3.1 Mutual Cancellation Rights

Both Clients and Service Providers may initiate cancellation of an Engagement, subject to the conditions and timelines set out in this Policy.

3.2 Platform’s Role

The Platform acts as an intermediary. Refunds and cancellations are governed by this Policy and are administered by the Platform on behalf of both parties.

3.3 Effect of Cancellation

The Engagement is terminated.
Refunds will be processed according to the relevant service category.
Completed deliverables remain subject to IP provisions.
Service Providers must cease use of Client assets and confidential information.

3.4 Generally Non-Refundable Items

Platform convenience or processing fees.
Third-party costs already incurred.
Deliverables formally approved by the Client.

3.5 Disputed Cancellations

Disputed cancellations are subject to the Platform’s dispute resolution process under Clause 11 of the Terms and Conditions.

4. IT Solutions

4.1 Cancellation by the Client

Before Commencement

A Client may cancel an IT Solutions Engagement within 24 hours of confirmation and before billable work begins. The Client is entitled to a full refund.

After Commencement

The Service Provider is entitled to payment for completed work.
The Client receives a refund of the remaining balance.
All completed work and documentation must be transferred.

Note: Fixed-scope projects are pro-rated by milestones, while time-and-material projects are based on logged hours.

4.2 Cancellation by the Service Provider

Before commencement: Full refund.
After commencement: Refund for incomplete milestones.
Repeated cancellations may result in account suspension.

4.3 Non-Refundable Items

Third-party software licences.
Cloud infrastructure costs.
Completed and accepted milestones.
Work confirmed as satisfactory by the Client.

5. Digital Campaigns

5.1 Cancellation by the Client

Before Campaign Launch

Clients may cancel within 24 hours before campaigns go live and receive a full refund of service fees.

After Campaign Launch

The campaign will be paused or terminated.
Refunds apply only to unspent ad budgets.
Service management fees already delivered are non-refundable.

Important: Google, Meta, TikTok and other advertising platforms maintain their own refund policies.

5.2 Cancellation by the Service Provider

Before launch: Full refund.
After launch: Unspent ad budgets refunded.

5.3 Non-Refundable Items

Ad spend already deployed.
Third-party advertising fees.
Campaign strategy documents.
Creative assets and performance fees already earned.

6. Creative Services

6.1 Cancellation by the Client

Before Commencement

Clients may cancel within 24 hours before work begins and receive a full refund.

After Commencement

Completed milestones remain payable.
Incomplete milestones are refundable.
Consumed revisions are non-refundable.
Completed work must be delivered.

6.2 Cancellation by the Service Provider

Before commencement: Full refund.
After commencement: Refund for incomplete milestones.

6.3 Client Approval and Finality

Once a Client formally approves a Deliverable, payment becomes non-refundable.

6.4 Non-Refundable Items

Approved deliverables.
Consumed revision rounds.
Licensed stock assets.

7. Hardware

7.1 Cancellation Before Dispatch

Hardware orders may be cancelled within 24 hours if not dispatched.

7.2 Returns and Refunds After Delivery

Defective or Misdescribed Goods

Defective products.
Products not matching descriptions.
Products damaged in transit.

Change of Mind

Returns due to change of mind are generally not accepted unless stated by the Service Provider.

7.3 Return Process

Submit a return request within 7 days.
Provide photographs or videos.
Await confirmation.
Return items with accessories and documentation.

7.4 Cancellation by the Service Provider

Before dispatch: Full refund.
After dispatch: Product recall and refund.

7.5 Non-Refundable Items

Opened or altered hardware.
Custom-configured products.
Consumables with broken hygiene seals.
Activated software licences.

8. Refund Processing

8.1 Refund Timeline

Refunds processed within 7–14 business days.
Refunds issued to the original payment method.
Bank processing times may vary.

8.2 Partial Refunds

Both parties will be notified before a partial refund is processed.

8.3 Refund Currency

Refunds are issued in Malaysian Ringgit (MYR).

8.4 Refund Disputes

Disputes follow the Platform dispute resolution process and applicable Malaysian consumer laws.

9. Platform-Initiated Cancellation

Service Provider account suspension.
Fraudulent or misleading listings.
Legal or regulatory requirements.
Failure to commence work.

10. Repeat and Abusive Cancellations

Repeated client cancellations.
Frequent provider cancellations.
Bad faith refund requests.

11. Consumer Protection Act 1999 Compliance

Nothing in this Policy limits consumer rights under Malaysian law or the Consumer Protection Act 1999.

12. Amendments to This Policy

We reserve the right to amend this Policy at any time. Material changes will be communicated at least 14 days before taking effect.

13. Contact Us

Customer Support	cs@lmnrx.com \| +603-30033469
Refund Requests	Via Platform Help Centre at www.lumihive.shop
Dispute Escalation	legal@lmnrx.com
Operating Hours	Monday – Friday, 9:00 AM – 6:00 PM (MYT)
Response Time Target	5 business days for standard queries; 10 business days for refund decisions