This Refund Policy explains the circumstances in which Users may be entitled to a refund for Sessions booked through Lumotalk Ltd. It forms part of our Terms of Service.

1. Eligibility for Refunds

• Expert no‑show: You are entitled to a full refund if the Expert fails to attend a confirmed Session without valid notice.
• Technical failure (Platform’s fault): If a booked Session cannot proceed due to a verified technical problem with the Platform, a full refund will be issued.
• Expert cancellation: If an Expert cancels a confirmed Session and you do not reschedule, you are entitled to a full refund.

2. Non‑Refundable Situations

Refunds are not available where:

• You are dissatisfied with the substance of the advice or outcomes (as advice is provided by independent Experts).
• You fail to attend the Session without cancellation (a “no‑show”).
• The Session cannot proceed due to your own technical issues (unless caused by the Platform).
• You cancelled the session within 2 hours of the scheduled session start time.

3. Refund Method & Timing

• Refunds will be processed back to your original payment method.
• Depending on your bank or provider, funds may take 7–10 business days to appear.

4. Consumer Rights

Nothing in this Refund Policy removes or limits your statutory rights under the Consumer Rights Act 2015 or other applicable law.

This Cancellation Policy explains the rules for Users and Experts regarding Session cancellations booked through Lumotalk. It forms part of our Terms of Service.

1. User Cancellations

• You may cancel a Session free of charge up to 2 hours before the scheduled start time, and receive a full refund.
• If you cancel within 2 hours from the scheduled start time, you are not entitled to a refund.

2. Expert Cancellations

If an Expert cancels a confirmed Session, Users may:

• Reschedule at no extra cost, or
• Receive a full refund.

3. No‑Shows

• Users who fail to attend the Session are not entitled to a refund.
• Experts who fail to attend the Session forfeit their right to payment for that Session.

4. Exceptional Circumstances

Lumotalk may, at its discretion, issue refunds or waive penalties in exceptional verified cases (e.g. medical emergencies, force majeure events).