Refund and Dispute Policy

1. Scope

This policy covers all top-ups and plan purchases made through lumip.io. It forms part of the Terms of Service.

2. Account balance

Balance that has not yet been spent on a plan can be refunded to its original payment method. Crypto top-ups are irreversible on-chain and are not normally returned, but remain available for future purchases.

Payment channel fees incurred on a refund are borne by the requesting party.

3. Plan subscriptions

A residential IP is a resource reserved exclusively for you the moment it is provisioned, so no-questions-asked refunds do not apply once it is live.

Within 24 hours of provisioning, if the resource cannot connect, or the address does not match the operator you purchased, and we confirm the fault, you may swap the resource or request a full refund.

  • After 24 hours, refunds are pro-rated on unused days and returned to your account balance
  • Pro-rating excludes payment channel fees already incurred
  • Amounts obtained through promotions, gifts or coupon discounts are not refundable

4. Not refundable

Third-party risk decisions are made independently by that platform and are not a defect in our service, so they are not grounds for a refund. Please be clear on this before purchasing.

  • Suspension or termination for breach of the Terms of Service or the Acceptable Use Policy
  • Restrictions, verification prompts or bans applied to your account by a third-party platform
  • Your own configuration errors, client problems or local network faults
  • Failure to check the operator, route and bandwidth included in a plan before ordering
  • Renewal orders within the last 7 days of a subscription period

5. Delivery faults

If a resource is unavailable for an extended period through our fault, we will first swap it for one of equal or higher specification. Where that is not possible, we compensate or refund pro-rata against the downtime.

Planned maintenance announced in advance does not count as downtime.

6. How to apply

  • Open a ticket in the console quoting the order number and the specific problem
  • We respond with a decision within 3 business days of receipt
  • Approved refunds are initiated within 7 business days; arrival depends on the payment channel

7. Chargebacks

Raising a chargeback with your payment provider before contacting us will result in immediate suspension of the account, and we reserve the right to recover the amount.

Please open a ticket first. Almost everything is resolved within one business day.