DIALux AI agent
This policy separates cancellations, scope changes, correctable errors and failures to deliver the agreed service.
Last updated: 25 August 2026Open the private customer workspace and choose the refund or concern option, or email contact@lux-grid.com with the order code. Explain the issue and the resolution you want. Do not include payment-card details. Requests are reviewed by LUXGRID rather than decided automatically by the assigned specialist.
If you cancel before a specialist accepts the order or substantive project work starts, the order is eligible for a full refund. A payment-provider fee will be deducted only where it is genuinely non-recoverable and was disclosed for the transaction.
Once modelling, calculation or review has started, we assess the completed work, committed specialist time and reason for cancellation. The available outcome may be a scope correction, partial refund or, where the paid scope cannot reasonably be delivered, a full refund.
If a delivery materially fails the agreed scope or a LUXGRID error makes it unusable, notify us with specific examples. We will first offer a prompt correction or re-performance where practical. If that does not resolve the failure, the affected portion is eligible for a partial or full refund.
A new drawing, changed geometry, different luminaire family, new area, revised standard or added scenario is a scope change rather than a defect. You may decline an additional quote and cancel the unperformed portion, but completed in-scope work is not automatically refundable.
If LUXGRID misses a confirmed deadline for reasons within its control, you may request a revised delivery plan, cancellation of the unperformed portion or a refund appropriate to the effect of the delay. Delays caused by missing customer inputs or approved changes are not service failures.
Acceptance confirms that the delivered package has been reviewed for the agreed scope, but it does not remove mandatory rights or prevent a claim for a hidden material error. Voluntary tips are normally final once released. Refunds return to the original payment method where supported and processing time depends on the payment provider and bank.
We aim to acknowledge a complete refund request within two business days and provide either a decision or a request for necessary evidence. If you disagree, reply with the disputed scope item and supporting files for a second review. This policy does not limit rights that cannot legally be limited.