Lumi Flex Cancellation and Refund Policy
1. Introduction
Welcome to Lumi! We are excited to introduce Lumi Flex, our innovative cancellation and refund policy that offers flexibility and peace of mind for your travel plans. This policy outlines the terms and conditions under which you can cancel your flight and request a refund for any reason. Please read this policy carefully to understand your rights and responsibilities.
2. Eligibility for Refunds
2.1. Subscription Duration:
- Subscribers must maintain an active Lumi subscription for a minimum of 30 consecutive days before becoming eligible for flight refunds.
2.2. Refund Limit:
- The maximum refund amount is 80% of $300 USD per flight cancellation.
- Subscribers are eligible for up to two (2) flight refunds per calendar year, not exceeding $300 USD each.
2.3. Booking Origin:
- Only non-refundable airline tickets booked through the Lumi platform or any Online Travel Platforms are eligible for refunds
3. Cancellation Timeframes and Refund Amounts
3.1. Full Refund (80% of the ticket price, up to $300 USD):
- Cancellations made up to 2 hours before the scheduled departure will receive 80% of the ticket price, up to $300 USD.
3.2. No Refund:
- Cancellations made less than 2 hours before the scheduled departure.
- No-shows or failure to cancel before the flight's departure.
4. Refund Process
4.1. Refund Requests:
- All refund requests must be submitted through the Lumi platform and via email to hello@lum-i.com within 7 days of the flight cancellation.
4.2. Processing Time:
- Approved refunds will be processed within 48 hours after verification.
4.3. Payment Method:
- Refunds will be issued via Wise or to your Bank Account to the original payment method used for booking.
5. Documentation Requirements
5.1. Required Information:
- Full name as it appears on the booking
- Booking reference number or PNR
- Flight details (airline, flight number, date, origin, destination)
- Reason for cancellation
5.2. Supporting Documents:
- Please forward Official cancellation confirmation email from the airline to hello@lum-i.com
6. Verification Process
6.1. Multi-Step Verification:
- Cross-check with airline systems
- Validate supporting documents using AI-powered authenticity checker
- Review cancellation history and assess for potential fraud patterns
- Implement two-factor authentication for all refund requests
6.2. Real-Time Collaboration:
- Implement real-time collaboration with partner airlines for instant verification of cancellation status
6.3. Random Audits:
- Conduct random audits on 10% of all refund requests to ensure compliance and detect any potential loopholes
7. Anti-Fraud Measures
7.1. Unique Identifiers:
- Assign a unique identifier to each booking for easy tracking and verification.
7.2. Refund Request Limits:
- Implement a rolling 12-month limit on refund requests per user to prevent abuse.
7.3. Blacklisting:
- Maintain a blacklist of users who have attempted fraudulent claims or repeatedly violated policies.
7.4. Machine Learning Detection:
- Utilize advanced machine learning algorithms to detect unusual patterns or potential fraud attempts.
8. Special Conditions
8.1. Partial Trip Completion:
- For partially completed trips, refunds will be prorated based on the unused portion of the journey.
8.2. Non-Refundable Fees:
- Taxes and third-party charges may not be refundable, depending on the specific circumstances and airline policies.
8.3. Force Majeure:
- Cancellations due to extraordinary circumstances (e.g., natural disasters, pandemics) will be evaluated on a case-by-case basis.
9. Policy Updates and Communication
9.1. Regular Reviews:
- This policy will be reviewed and updated quarterly to address any new loopholes or industry changes.
9.2. Transparency:
- All policy updates will be communicated to subscribers via email and prominently displayed on the Lumi platform.
9.3. Grandfathering:
- Any policy changes will apply to new bookings made after the effective date of the change. Existing bookings will be honored under the policy in effect at the time of booking.
10. Dispute Resolution
10.1. Initial Review:
- All disputes must first be submitted through the Lumi platform for initial review.
10.2. Escalation Process:
- If unresolved, disputes will be escalated to a dedicated resolution team for secondary review within 5 business days.
10.3. Final Arbitration:
- For complex cases, an independent third-party arbitrator may be engaged for final resolution.
11. Acceptance of Policy
By using Lumi's services and requesting a flight refund, subscribers acknowledge that they have read, understood, and agree to all terms and conditions outlined in this Comprehensive Cancellation and Refund Policy. This comprehensive policy aims to cover all aspects of the cancellation and refund process, minimizing potential loopholes while providing clear guidelines for subscribers. It balances customer satisfaction with fraud prevention and financial sustainability for Lumi. Regular reviews and updates of the policy will ensure its continued effectiveness in preventing abuse while providing fair service to subscribers.
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