The short version: Digital content delivered immediately is non-refundable once accessed or downloaded — but if something went wrong on our side, we will always make it right. Email legal@lumagrid.uk and we'll sort it.
1. Overview
This policy covers purchases made directly through LumaGrid consumer products, including event gallery access and photo downloads via Picta. It does not cover business licences or token purchases made by venue and event tenants — those are governed by the LumaGrid Platform Agreement.
We aim to be fair. If something has gone wrong on our side, we will fix it or refund it.
2. Digital Content — Gallery Access & Downloads
LumaGrid sells digital content to consumers, including event gallery access and photo downloads. Digital content is delivered immediately upon payment.
2.1 Your right to cancel
Under the Consumer Contracts Regulations 2013, you normally have a 14-day right to cancel digital content purchases. However, before completing your purchase you will be asked to confirm that you want immediate delivery and that you understand this means your right to cancel ends once delivery begins.
By completing your purchase after ticking that box, you request and receive the content immediately, and your right to cancel no longer applies.
This means we are not able to offer refunds once you have accessed, downloaded, or begun downloading the content.
2.2 When we will refund
We will issue a full refund if:
- The content is faulty or not as described — for example, the download does not work, photos are corrupted, or the content is materially different from what was described at the point of purchase. This is your right under the Consumer Rights Act 2015.
- A technical error on our part prevented you from accessing content you paid for.
- Duplicate payment — if you were charged twice for the same purchase due to a payment processing error.
- The event was cancelled before the gallery was opened and photos collected, and you purchased access in advance.
2.3 How to request a refund
Email legal@lumagrid.uk within 30 days of purchase with your name, the email address used at purchase, the event name or order reference, and a brief description of the issue.
We aim to respond within 2 business days. Approved refunds are returned to the original payment method and typically appear within 5–10 business days depending on your bank.
3. Print Products
Print products are manufactured to order by a third-party fulfilment partner. Once a print order has entered production, it cannot be cancelled or refunded unless the item arrives damaged or is materially different from what you ordered.
If you receive a damaged or incorrect item, contact us at legal@lumagrid.uk within 14 days of delivery with a photo of the item. We will arrange a replacement or full refund.
4. Business Subscriptions & Tokens
LumaGrid's B2B services — annual venue licences and event token purchases — are governed by the LumaGrid Platform Agreement agreed at onboarding.
- Annual licences are not refundable on early termination. Unused time is not credited.
- Event tokens are non-refundable once issued. Unused tokens do not expire and carry over to future events.
These terms apply between businesses and are not subject to consumer protection legislation.
5. Chargebacks
If you raise a chargeback with your bank without contacting us first, we may dispute it by submitting evidence of your purchase, the content delivered, and your acceptance of these terms at checkout. We strongly encourage you to contact us first — we can usually resolve genuine issues faster and with less friction than a chargeback.
6. Get in Touch
For refund requests and billing queries:
Please include your order reference or event name so we can find your purchase quickly.
If you are unsatisfied with how we have handled your request, you may contact the Citizens Advice consumer helpline on 0808 223 1133, or the Financial Ombudsman Service for disputes involving payment processing.
7. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under UK law. The Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and any other applicable legislation apply in full.
Version 1.0 · June 2026 · OGR Group Ltd · No. 17258397 · 71–75 Shelton Street, London WC2H 9JQ