Cancellation, No-Show & Refund Policy

This policy is incorporated into Lumi Home's Terms of Service.

1. Free Cancellation Window

A Customer may cancel a scheduled service without a Lumi Home late-cancellation fee when the cancellation is completed at least twenty-four (24) hours before the scheduled service start time.

2. Late Cancellation

A cancellation made less than twenty-four (24) hours before the scheduled service start time is subject to a $40 USD Late Cancellation Fee. The fee is non-refundable except where required by applicable law or where Lumi Home determines that the fee was charged in error. A change of mind does not create refund eligibility for a properly assessed Late Cancellation Fee.

3. Customer No-Show / Lockout

A Customer No-Show or Lockout occurs when a Cleaning Professional arrives for a confirmed booking but cannot begin the service because the Customer is unavailable, does not respond, fails to provide workable access, or otherwise prevents entry. The Professional must check in through available Platform tools, make at least two (2) reasonable attempts to contact the Customer, and wait at least fifteen (15) minutes from arrival unless remaining would be unsafe or unreasonable, then may submit a report with the available evidence (check-in time, contact attempts, and other available records). Lumi Home does not charge the Customer automatically: a Lumi Home administrator reviews the report and approves or denies it before any charge is applied. A verified Customer No-Show or Lockout results in a single, fixed $60 USD charge — $40 USD paid to the Cleaning Professional and $20 USD retained by Lumi Home as a platform fee, not presented as two separate charges. If the report is denied, the Customer is not charged.

4. Professional Cancellation / No-Show

If the Cleaning Professional cancels or fails to appear, the Customer will not be charged for an unperformed service. Lumi Home may offer a replacement Professional. If the Customer accepts the replacement, the booking may proceed. If the Customer does not accept a replacement or none is available, the affected booking may be canceled without penalty to the Customer and any applicable amount for the unperformed service will be refunded or released.

5. Service-Related Refund Requests

For disputes involving service quality, incomplete work, damage, or another disagreement about performance, Lumi Home will hear from both the Customer and Cleaning Professional before making a determination when reasonably possible. Lumi Home may request photographs, messages, service records, receipts, check-in information, or other evidence. Lumi Home will generally communicate a result within three (3) business days after receiving the information reasonably necessary from both sides. The resolution may include a full or partial refund, credit, payment adjustment, denial, or another appropriate resolution permitted by law.

6. Payment Disputes

Customers should contact Lumi Home promptly when they believe a charge was made in error so the Platform can review the transaction. Nothing in this policy restricts rights that cannot legally be waived, including rights a consumer may have through a payment provider or applicable law.

Effective September 17, 2026. This document reflects Lumi Home's business policies and is pending final review by qualified U.S. legal counsel before commercial launch.