Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all services provided by Luzran LLC ("Luzran," "we," "us"), including but not limited to web design, AI automation, branding, content creation, and consulting engagements. This policy should be read in conjunction with our Terms of Service at luzran.com/terms.

Because all Luzran services are custom-developed for each client, standard consumer return policies do not apply. Each project involves significant upfront investment in discovery, planning, and creative development that cannot be reversed.

All projects require payment before work begins. Our standard payment structure is as follows:

• Full payment upfront: Required for standard engagements. Work begins upon receipt of full payment.
• 50/50 payment plan: Available at Luzran's sole discretion. A 50% non-refundable deposit is due before work begins; the remaining 50% is due upon project completion and client approval.
• Custom payment schedules: For enterprise or large-scale engagements, milestone-based payment schedules may be arranged in writing.

Invoices are issued upon agreement of services. Accepted payment methods include Stripe, PayPal, and Venmo.

• Services not yet started: If you cancel before any work has begun and no resources have been allocated, you may be eligible for a full refund minus a 10% administrative fee.
• Services in progress: Once work has begun, the initial deposit (50%) is non-refundable. You may request cancellation of remaining work, but no refund will be issued for work already completed.
• Completed services: No refunds are issued for completed or delivered services. A project is considered "delivered" when final files, access credentials, or deployments have been provided to the client.
• Subscription or retainer services: Monthly retainer services may be cancelled with 30 days' written notice. Prepaid amounts for the current billing period are non-refundable.

To cancel a project or request a refund, you must submit a written request to [email protected] within 5 business days of the triggering event. Your cancellation request must include:

• Your full name and the project or invoice reference number
• A clear statement that you wish to cancel and/or request a refund
• The reason for cancellation (this helps us improve our process)
• Your preferred resolution (refund, credit toward future services, or scope adjustment)

We will acknowledge receipt of your request within 2 business days and provide a determination within 7 business days.

If you are dissatisfied with the outcome of a refund request, you may escalate the matter through the following process:

• Step 1: Submit a written appeal to [email protected] within 10 business days of receiving the initial determination. Include any additional documentation supporting your case.
• Step 2: A senior team member not involved in the original project will review the appeal and respond within 14 business days.
• Step 3: If the dispute remains unresolved, it will be handled in accordance with the Dispute Resolution provisions in our Terms of Service, which include mandatory good-faith negotiation and mediation before any formal legal action.

We work closely with clients to ensure satisfaction before final delivery. Our process is designed to prevent issues early through structured intake, regular check-ins, and client approval at key milestones.

If you are not satisfied with a deliverable, we offer a revision process:

• Most service packages include a defined number of revision rounds (typically 2–3 rounds) specified in your project agreement.
• Additional revision rounds beyond the agreed scope may be available at an additional cost.
• Revision requests must be submitted within 14 days of deliverable presentation.
• Revisions are limited to the original project scope. Requests that constitute new work or scope changes will be treated as a separate engagement.

Luzran guarantees that all work will be completed as described in the agreed project scope. If we fail to deliver the contracted services, you are entitled to either:

• A full refund of payments made for the undelivered portion of services, or
• Completion of the remaining work within a mutually agreed timeline.

Deviations from the original scope must be formally agreed upon in writing. Scope changes may affect pricing and timelines.

Neither party shall be liable for delays or failure to perform obligations due to circumstances beyond their reasonable control, including but not limited to natural disasters, pandemics, government actions, or critical infrastructure failures. In such cases, the affected party will notify the other party as soon as practicable, and the parties will work in good faith to find an equitable resolution.

If you initiate a chargeback or payment dispute with your bank or payment provider without first following the refund and dispute process outlined in this policy, Luzran reserves the right to suspend all work, withhold deliverables, and pursue recovery of the disputed amount plus any fees incurred.

We strongly encourage you to contact us directly at [email protected] before initiating a chargeback, as we are committed to resolving disputes fairly and promptly.

For refund requests or billing questions, contact us at [email protected]. For disputes or legal matters, contact [email protected].