LUMIVO REFUND POLICY

This Refund Policy (“Refund Policy”) explains when and how refunds may be requested for purchases made through the Lumivo website and related digital services operated by Lumivo Global Pte. Ltd. (“Lumivo”, “we”, “us”, or “our”). This Refund Policy forms part of Lumivo’s Terms & Conditions and should be read together with the Terms & Conditions and Voucher Policy. By purchasing a voucher, deal, experience, product, or other offering through Lumivo (collectively, a “Purchase”), you acknowledge and agree to this Refund Policy. Nothing in this Refund Policy excludes, restricts, or limits any mandatory consumer rights or remedies that cannot lawfully be excluded or limited under the laws applicable to you. 1. GENERAL REFUND PRINCIPLE Lumivo provides digital vouchers, deals, experiences, and other offerings supplied or fulfilled by participating merchants and service providers. Because many Lumivo purchases involve digital delivery and time-limited offers, refund eligibility may depend on whether the purchased voucher or service has been activated, redeemed, used, expired, or otherwise consumed. Unless otherwise stated on the applicable product page, the following refund rules generally apply. Lumivo may apply different refund conditions to a particular offering where those conditions are clearly disclosed before purchase. Where a specific offering contains refund terms that are more favorable than this Refund Policy, the more favorable terms will apply to that Purchase. 2. REFUND BEFORE VOUCHER ACTIVATION Unless otherwise stated on the applicable offering page, a customer may request a refund before a digital voucher has been activated or used. A refund request should be submitted through Lumivo customer support at: support@lumivolife.com Where the Purchase is eligible for a refund and no non-refundable amount applies, Lumivo will process the refund through the original payment method where reasonably possible. The time required for the refunded amount to appear in the customer's account depends on the relevant payment provider, bank, card issuer, or other financial institution. 3. REFUND AFTER VOUCHER ACTIVATION Once a voucher has been activated, accessed for use, redeemed, or otherwise placed into a usable state, the Purchase may no longer qualify for a full refund. Unless a different condition is stated on the applicable offering page, Lumivo may provide a refund subject to a 30% refund administration and processing deduction after activation. The remaining eligible amount will be refunded through the original payment method where reasonably possible. This deduction may reflect payment processing, transaction administration, merchant coordination, voucher issuance, currency conversion, and other costs associated with processing the Purchase. Where applicable law requires a different refund outcome, the mandatory legal requirement will prevail. 4. REDEEMED OR USED VOUCHERS A voucher that has been fully or partially redeemed, used, consumed, or accepted by the relevant merchant is generally non-refundable. This includes circumstances where: · the voucher has already been used; · the voucher has been partially used, where the applicable offering does not permit partial refunds; · the customer has received the relevant service or benefit; · the merchant has accepted the voucher for redemption; or · the customer has otherwise consumed the purchased benefit. If a merchant fails to provide the purchased service despite a valid and properly presented voucher, the customer should contact Lumivo promptly so that the matter can be reviewed. 5. EXPIRED VOUCHERS Unless otherwise required by applicable law or expressly stated for a particular offering, expired vouchers are generally not eligible for refund. Customers are responsible for reviewing the validity period and redemption conditions of each voucher before purchase. Lumivo may, at its discretion, assist with an expired voucher where the circumstances justify an exception, but Lumivo does not guarantee that an exception will be granted. Any exception granted on one occasion does not create an ongoing obligation to provide the same exception in the future. 6. MERCHANT CANCELLATION OR FAILURE TO PROVIDE THE SERVICE If a participating merchant: · permanently closes; · cancels the relevant offering; · refuses to honor a valid voucher contrary to the applicable voucher conditions; · becomes unable to provide the purchased service; or · otherwise materially fails to provide the purchased benefit, Lumivo may investigate the circumstances and may provide an appropriate remedy, which may include a replacement voucher, credit, refund, or other reasonable resolution. The remedy will depend on the circumstances, the relevant offering, the merchant's obligations, and applicable law. Where appropriate, Lumivo may communicate with the merchant before determining the final resolution. 7. CUSTOMER CANCELLATION A customer may request cancellation of an eligible Purchase by contacting: support@lumivolife.com Cancellation requests should include sufficient information to identify the Purchase, such as: · order number; · email address used for the Purchase; · voucher or product details; and · reason for the request, where relevant. Submitting a cancellation request does not itself guarantee a refund. Refund eligibility will be determined according to this Refund Policy, the applicable offering conditions, and mandatory consumer protection laws. 8. DUPLICATE OR ACCIDENTAL PURCHASES If a customer believes that a Purchase was made accidentally or duplicated, the customer should contact Lumivo as soon as reasonably possible. Lumivo may review the transaction and, where appropriate, issue a refund or other remedy. If a duplicate transaction has already been processed, the refund will normally be made through the original payment method. Lumivo cannot guarantee cancellation where the Purchase has already been activated, redeemed, or otherwise used. 9. PAYMENT PROCESSING ERRORS If a customer believes that they have been charged incorrectly, charged more than once, or charged for an unsuccessful transaction, the customer should contact: support@lumivolife.com Lumivo may review relevant transaction records and coordinate with the applicable payment service provider where necessary. Where a payment error is confirmed, Lumivo will take reasonable steps to correct the transaction in accordance with applicable law and the relevant payment provider's procedures. 10. CURRENCY AND EXCHANGE RATE DIFFERENCES Lumivo may display and process prices in USD or an applicable local currency depending on the customer's location, the applicable offering, and the payment configuration available at checkout. The payment currency shown at checkout is the amount applicable to the transaction submitted to the payment provider, subject to any clearly disclosed terms. If a customer uses a payment card, bank account, digital wallet, or other payment method denominated in a different currency, the customer's payment provider, card issuer, bank, or financial institution may perform a currency conversion. The exchange rate, foreign exchange fee, cross-border fee, or other conversion charge may be determined by that provider. Where a refund is issued for a transaction originally paid in a currency different from the customer's account or card currency, the amount ultimately credited to the customer may differ from the original amount charged in the customer's home currency due to exchange-rate movements or charges applied by the customer's payment provider. Lumivo is generally not responsible for exchange-rate differences or currency conversion charges imposed by a customer's bank, card issuer, payment provider, or financial institution. Where a refund is processed in the original transaction currency, Lumivo will generally refund the eligible amount in that currency. 11. PAYMENT PROVIDER AND BANK PROCESSING TIMES Once Lumivo has initiated an approved refund, the refund may require additional processing time before appearing in the customer's account. Processing times may vary depending on: · payment method; · payment processor; · card network; · issuing bank; · customer's financial institution; · currency; · country or region; and · applicable banking procedures. Lumivo does not control the processing time of a customer's bank, card issuer, payment network, or other external financial institution. A refund should therefore be considered initiated by Lumivo when Lumivo has successfully submitted the refund to the applicable payment provider, rather than when the funds become visible in the customer's account. 12. REFUND TO THE ORIGINAL PAYMENT METHOD Unless otherwise required by applicable law or agreed by Lumivo, approved refunds will normally be made to the original payment method used for the Purchase. Lumivo may request additional information where necessary to verify the transaction or prevent fraud. Where the original payment method is unavailable or cannot receive the refund, Lumivo may provide an alternative refund method where reasonably possible and legally permitted. Lumivo will not normally refund a Purchase to an unrelated third party or an alternative payment account without appropriate verification. 13. NON-REFUNDABLE FEES AND AMOUNTS Certain amounts may be non-refundable where permitted by applicable law. These may include fees or charges that have already been incurred in connection with: · a used or redeemed voucher; · third-party payment processing; · currency conversion; · services already provided; · customer-requested changes; · administrative processing; or · other disclosed non-refundable components. Any non-refundable amount applicable to a specific Purchase will be disclosed where required before or at the time of purchase. Nothing in this section limits mandatory statutory refund rights. 14. DISPUTES AND CHARGEBACKS Customers should contact Lumivo first if they believe that a transaction was incorrect or that a refund is due. Where appropriate, Lumivo will review the issue and attempt to resolve it. Customers may also have rights under the rules of their payment provider, card network, bank, or applicable law. If a customer initiates a chargeback or payment dispute, Lumivo may provide relevant transaction information to the payment provider, card network, bank, or other authorized party for the purpose of investigating and responding to the dispute. Nothing in this Refund Policy is intended to prevent a customer from exercising rights that cannot legally be waived. 15. FRAUDULENT OR UNAUTHORIZED TRANSACTIONS If you believe that a transaction was made without your authorization, you should notify Lumivo and your payment provider as soon as reasonably possible. Lumivo may investigate suspected unauthorized transactions and may request information reasonably necessary to verify the circumstances. Where a transaction is determined to be unauthorized or fraudulent, Lumivo will handle the matter in accordance with applicable law and the applicable payment provider's procedures. Lumivo may suspend or restrict accounts where reasonably necessary to prevent fraud or abuse. 16. HOW TO REQUEST A REFUND To request a refund, contact: Lumivo Global Pte. Ltd. Customer Support: support@lumivolife.com Please provide: · your order number; · the email address associated with the Purchase; · the relevant voucher or offering; · the reason for the refund request; and · any supporting information reasonably necessary to review the request. Lumivo may request additional information where necessary to verify ownership of the Purchase, prevent fraud, or comply with applicable law. 17. REFUND REVIEW Lumivo may review the following information when determining refund eligibility: · purchase status; · voucher activation status; · redemption status; · voucher validity; · merchant records; · payment records; · customer communications; · technical records; and · other information reasonably relevant to the transaction. Refund decisions will be made in accordance with this Refund Policy, the applicable offering conditions, and mandatory applicable law. 18. TIMING OF REFUND REQUESTS Customers should submit refund requests as soon as reasonably possible after becoming aware of the circumstances giving rise to the request. A delay in submitting a request may make it more difficult for Lumivo or the relevant merchant to investigate the matter. However, nothing in this section limits any mandatory statutory period or consumer right applicable to the customer. 19. CONSUMER RIGHTS Lumivo operates across multiple jurisdictions. Nothing in this Refund Policy is intended to exclude, restrict, or replace mandatory consumer protections applicable in the customer's jurisdiction. Depending on the customer's location and the nature of the Purchase, applicable law may provide additional rights relating to cancellation, refunds, defective services, misleading conduct, unavailable services, or other consumer protections. Where mandatory law provides a customer with a right that is inconsistent with this Refund Policy, the mandatory legal requirement will prevail to the extent of the inconsistency. 20. JURISDICTION-SPECIFIC PROTECTIONS Lumivo may provide Services to customers located in jurisdictions including Malaysia, the United States, the United Kingdom, Australia, and other countries. The availability and scope of statutory cancellation, refund, warranty, and consumer protection rights may differ between jurisdictions. Lumivo will comply with mandatory requirements applicable to the relevant transaction and customer. Nothing in this Refund Policy requires a customer to waive a statutory right that cannot lawfully be waived. 21. CHANGES TO THIS REFUND POLICY Lumivo may update this Refund Policy from time to time to reflect: · changes to the Services; · changes in payment arrangements; · changes in business operations; · changes in applicable law; or · changes to refund procedures. The updated version will be published on the Lumivo website and will include a revised Effective Date. Unless otherwise required by applicable law, the version in effect at the time of the relevant Purchase will generally apply to that Purchase. 22. CONTACT US For refund, cancellation, payment, or order-related matters, please contact: Lumivo Global Pte. Ltd. Customer Support: support@lumivolife.com Website: https://lumivolife.com For privacy and personal data matters, please contact: privacy@lumivolife.com Please do not send sensitive payment information, including complete payment card numbers or security codes, by email. 23. FINAL PROVISION This Refund Policy is intended to provide a consistent refund framework for Lumivo's international Services. If any provision of this Refund Policy is found to be invalid, unlawful, or unenforceable under applicable law, that provision will be modified or disregarded only to the extent necessary, and the remaining provisions will continue to apply. Where a mandatory requirement of applicable law conflicts with this Refund Policy, the mandatory legal requirement will prevail. © 2026 Lumivo Global Pte. Ltd. All rights reserved.