Refund Policy

REFUND & CORRECTION POLICY
Last updated: August 6, 2026

Before production begins
Contact hello@lumitada.com as soon as possible if you need to cancel. If production has not begun, we can cancel the order and issue a refund to the original payment method. Because production may begin shortly after payment, a cancellation request is not guaranteed until we confirm it in writing.

After production begins
LumiTada videos are custom digital products made using the name, age, photo, pronunciation and message supplied with the order. Once production has started, we generally cannot provide a change-of-mind cancellation, exchange or refund for the custom work, except where required by law or where this policy says otherwise.

Our error or a defective file
If we make a personalization error, send the wrong file, or deliver a file that is materially defective, contact us within 7 days of delivery. We will review the order and, when the issue is ours, correct or resend it at no additional charge. If we cannot provide a reasonable correction, we may issue a partial or full refund as appropriate.

Details supplied by the customer
Please check spelling, age, date, message, pronunciation guidance and email address before checkout. Errors or omissions in customer-supplied information are not treated as production errors. We may be able to offer a paid revision depending on the stage of production.

Late or missing delivery
If the delivery window has passed, check spam, junk and promotions folders, then contact us with the order number and purchasing email. We will locate or resend the file. If we cannot complete the paid service within a reasonable revised timeframe, we will offer an appropriate remedy, which may include a refund.

Approved refunds
Approved refunds are returned to the original payment method. Posting time depends on the bank and payment provider. Nothing in this policy limits mandatory consumer rights that apply in your location.

Contact: hello@lumitada.com