This Refund Policy explains how funds held in escrow on Lumvio are released, refunded, or disputed. It should be read together with our Terms of Service.
1. Escrow Model
Clients fund each milestone into escrow before the freelancer begins work. Funds are released to the freelancer only after the client approves the delivered work, or after an automatic release period lapses without objection.
2. Refunds Before Work Starts
If a freelancer has not started work on a milestone and both parties agree to cancel, the client receives a full refund of the escrowed amount, minus any non-refundable payment processing fees.
3. Refunds After Work Has Started
Once work has begun, refunds are handled through the dispute process. Parties are encouraged to negotiate a partial release reflecting the work actually completed.
4. Disputes
- Either party may open a dispute from the project workspace within 14 days of delivery.
- Both parties are asked to submit evidence: the brief, deliverables, messages, and files.
- Lumvio reviews the record and may release, refund, or split the escrowed amount.
- Dispute decisions are binding for the release of escrow only and do not limit legal remedies.
5. Non-Refundable Items
- Platform service fees on completed and approved milestones.
- Payment processing fees charged by third-party providers.
- Subscription fees for elapsed subscription periods.
6. Chargebacks
Initiating a chargeback with your card issuer instead of using the dispute process may result in account suspension. Please contact us first — we will always try to resolve issues internally.
7. Processing Time
Approved refunds are returned to the original payment method. Depending on your bank or card issuer, the refund may take 5–10 business days to appear.
8. Contact
For refund questions, email support@lumvio.com.