Refund & Cancellation Policy

1. Overview

This policy covers purchases made directly by consumers through LumaGrid products, including Picta. We aim to be fair: if something has gone wrong on our side, we will fix it or refund it.

2. What You Are Buying

A booking is a service in two parts:

• Part 1: set-up and your event's upload window. We create your event, its QR code and keyword, and run the uploads and safety checks. Part 1 counts as provided once the first guest photo has been uploaded.
• Part 2: the gallery and download days after the upload window closes.

Picta Upload (£24.99) is £19.99 for part 1 and £5.00 for part 2. Picta Budget (£15.00) is £12.00 for part 1 and £3.00 for part 2.

Downloading your full album completes your package. Once you've downloaded your full album (from your portal or the emailed link), your package counts as fully provided: you have everything you paid for, so no part refund is due for gallery or download time you didn't use.

3. Cancelling

• Before any photo has been uploaded: a full refund, at any time before your event. Within 14 days of booking this includes everything you paid; after 14 days we keep only the card processing fee.
• After photos have been uploaded, within 14 days of booking: we refund part 2 for the days you haven't had yet, unless you've downloaded your full album. Part 1 and the days already provided are not refunded.
• After photos have been uploaded, more than 14 days after booking: no refund, unless something went wrong on our side (below).
• “Keep your album longer”: refunded in full if you cancel before your normal download period ends.

Your right to cancel under the Consumer Contracts Regulations 2013 ends once your package has been fully provided: when its download period ends, or when you download your full album, whichever comes first.

4. When Something Goes Wrong on Our Side

If the service is faulty or not as described (for example uploads or the download don't work), or you were charged twice, we will put it right or give you a full refund, whenever it happens. This is your right under the Consumer Rights Act 2015.

5. Fees

We never deduct admin or handling fees. The only deduction is the card processing fee, and only on goodwill refunds: those we give beyond your legal rights (such as cancelling a booking with no uploads more than 14 days after booking).

6. How to Ask for a Refund

Email hello@lumagrid.uk with your name, the email you booked with, and the event name or order reference. We aim to reply within 2 working days. Refunds go back to the card you paid with, normally within 5–10 working days.

7. Print Products

Print products are made to order by a fulfilment partner. Once a print order is in production it can't be cancelled, unless the item arrives damaged or is materially different from what you ordered: contact us within 14 days of delivery with a photo of the item and we will replace or refund it.

8. Chargebacks

Please contact us before raising a chargeback with your bank; we can usually sort genuine problems faster. If a chargeback is raised, we may send the bank evidence of your booking, the service provided and the terms you accepted.

9. Your Statutory Rights

Nothing in this policy limits your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you're unhappy with how we handled your request, Citizens Advice (0808 223 1133) can help.

10. Business Accounts & Tokens

LumaGrid's business services (event tokens and the white-label licence) are covered by the LumaGrid Platform Agreement accepted at sign-up.

• The white-label licence (£149 a year) is not refundable if it is ended early. Unused time is not credited.
• Event tokens are non-refundable once issued. Tokens you buy, singly or in packs, last 12 months from the day they are issued; free tokens given at sign-up last 30 days. Expired tokens are not refunded or carried over.

These terms apply between businesses and are not subject to consumer protection legislation.