Refunds and cancellations

1. What this policy covers

This policy applies to lumioSentry software subscriptions, hardware and services supplied by Lumiotech Private Limited. Most customers buy under a signed agreement, purchase order, tender award or Government e-Marketplace contract, which usually sets out payment milestones, acceptance, warranty and penalties. Where that contract deals with a matter, the contract applies. This policy applies only where it does not.

2. How we bill

• We raise GST-compliant tax invoices at the milestones the contract sets.
• Payments are made only by bank transfer to the account in the name of Lumiotech Private Limited shown on our invoice.
• We will never ask you to pay a personal account, or change our bank details by email alone. If you receive such a request, do not pay; confirm it with your account manager by phone and tell us at [email protected].

3. Software subscriptions and services

• Cancelling. You may cancel a subscription by written notice to your account manager or to [email protected], given at least 30 days before the end of the current billing period. Cancellation takes effect at the end of that period, and you keep access until then.
• Fees already paid. Fees for the current billing period are not refunded when you cancel, because the service remains available to you until the period ends.
• When we refund. If we end a subscription for our own convenience, or fail to deliver the service and do not put it right within 30 days of your written notice, we refund the prepaid fees for the part of the period or the services not delivered.
• Service credits. If the contract sets service levels, credits for missing them are calculated and applied as the contract provides.
• Services not yet started. If you cancel training, installation or other services before work begins, we refund any advance paid, less costs we have already incurred with your written approval.

4. Hardware

• On delivery. Please inspect hardware on delivery and tell us of any damage or shortfall within seven days, so that we can raise it with the carrier and replace items quickly.
• Faults. Hardware that develops a fault during its warranty period is repaired or replaced as the warranty provides.
• Returns. Because hardware is configured for each deployment, we do not take back hardware that works as specified, unless the contract allows it.
• Cancelling an order. You may cancel a hardware order before it is dispatched. We refund any advance paid, less the cost of items already bought for your order with your written approval that we cannot return to our suppliers.
• If we cannot supply. If we cannot deliver hardware you have ordered, we refund the advance in full.

5. Billing errors

If you think an invoice is wrong, tell us in writing. We will look into it and reply within 15 working days. If we made a mistake, we will issue a credit note under section 34 of the Central Goods and Services Tax Act, 2017 or refund the difference. Please raise queries within 30 days of the invoice so that we can resolve them quickly; this request does not limit any right you have under the law or your contract.

6. How refunds are paid

We pay refunds by bank transfer to the account the payment came from, within 30 days of confirming the refund in writing, together with any credit note GST requires. We do not make refunds in cash.

7. Your other rights

Nothing in this policy limits any right you have under the law or under your contract with us.

8. Contact

For cancellations, refunds or billing queries, write to your account manager or to [email protected].