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Refund Policy

How cancellations and refunds work for LUFIO plans.

Last updated: 20 October 2026

In short

  • Plans are billed in advance at the start of each billing period.
  • You can cancel at any time. It takes effect at the end of the current billing period.
  • Cancel within 7 days of your first payment, before work starts, and we refund it in full.
  • Billing mistakes are always refunded in full.

1. How billing works

Our plans are subscriptions billed in advance at the start of each billing period through Stripe. Each payment covers the Services for that period. Full details are in our Terms of Service.

2. Cancelling your subscription

You can cancel at any time by emailing info@lufio.shop. Your cancellation takes effect at the end of the current billing period, and you won’t be charged again. We continue to provide the Services until that date.

3. When we give refunds

First payment

If you cancel within 7 days of your first payment, and we haven’t yet started delivering the Services beyond the onboarding call, we refund the first payment in full.

Billing errors

If you are charged twice, charged the wrong amount or charged after your cancellation took effect, we refund the incorrect amount in full.

Service shortfall

If, for reasons within our control, we don’t deliver a material part of your Plan in a billing period, tell us within 14 days of the end of that period. We will offer either a service credit or a proportional refund for the part that wasn’t delivered.

4. When refunds aren’t available

  • The remaining days of a billing period after you cancel. Your Plan stays active until the period ends.
  • Billing periods in which the Services were delivered as agreed.
  • Delays caused by missing access, information or approvals from you.
  • Additional work outside your Plan that you approved and we completed.

5. If you are a consumer

If you buy as a consumer, you have 14 days from purchase to cancel. If you asked us to start the Services within those 14 days, we refund your payment minus a proportionate amount for the Services already provided.

6. How to request a refund

Email info@lufio.shop with:

  • your company name and the email address used at checkout;
  • the date and amount of the payment;
  • the reason for your request.

We acknowledge refund requests within two working days and confirm our decision within five working days.

7. How refunds are paid

Approved refunds are paid to the original payment method through Stripe. They usually appear on your statement within 5 to 10 working days, depending on your bank or card provider.

8. Payment disputes

If something looks wrong with a charge, please contact us before raising a dispute with your bank. We can usually resolve billing questions faster directly.

9. Contact

LUFIO LTD
International House, 45-55 Commercial Street, London, E1 6BD, United Kingdom
Email: info@lufio.shop
Phone: 07449 709282