Refund policy

We refund the amount that was wrong when:

• you were charged twice for the same day;
• you were charged more than your campaign’s budget;
• impressions or engagements were counted because of a fault on our side, for example a screen counting wrongly;
• you were charged for impressions more than ten minutes after you paused or ended the campaign;
• you were charged for a campaign we hadn’t approved.

Impressions and engagements that happened as described in Pricing: an ad that has been watched can’t be unwatched. If you think a count is wrong, tell us, and we will go through the screens’ records with you.

• Within 30 days of the charge, dispute the invoice on the Help & support page of your dashboard, where you can follow the answer. Or email support@lumoads.co.za with the invoice number and what you think is wrong.
• We reply within 5 business days.
• An approved refund goes back to the card that was charged, through Paystack. Banks usually take 5 to 10 business days to show it.

Please talk to us before disputing a charge with your bank. We can usually put it right sooner.

You can pause or end a campaign at any time in your dashboard, and close your account by emailing support@lumoads.co.za. Charges for impressions and engagements that already happened remain due.

This policy is part of our Terms of Service.