Refund & Cancellation Policy
This Refund & Cancellation Policy explains how refunds and cancellations work for a website build and hosting plan with Lucent Ops LLC, doing business as LucentOps ("LucentOps", "we", "us"). It restates, in plain language, the refund terms in the Client Service Agreement you accepted; if the two ever read differently, the Client Service Agreement controls.
Deposit
The deposit is refundable in full until the brand board is delivered, and non-refundable after that. If LucentOps cannot or will not complete the Project for reasons not caused by Client, LucentOps will refund fees paid for any stage not yet delivered. The balance is not due until Launch.
Balance
The $1,000 balance is due at launch and is not requested before then, so there is nothing to refund from the balance before launch.
If you cancel
| When you cancel | What happens |
|---|---|
| Before the brand board is delivered | Full refund of the deposit |
| After the brand board is delivered | Deposit is not refunded; nothing further is owed |
If we cancel
If LucentOps is unable or unwilling to complete your project for reasons that are not your fault, we will refund any fees you paid for stages we did not deliver.
Monthly plans after launch
Your first 30 days of hosting after launch are included. After that, the Hosting Plan ($50 per month) or the Care Plan ($150 per month) keeps your store online. We email you an invoice each month until you cancel, payable by Zelle, Venmo or PayPal. We keep no card on file and nothing is charged automatically.
- Cancel any time from your client portal or by emailing contact@lucentops.co.
- Cancellation takes effect at the end of the month you already paid for. Partial months are not refunded.
- If you paid an invoice for a month after your cancellation took effect, or paid the same invoice twice, we refund that payment in full.
- When hosting ends, we transfer your domain to you and send an export of your products, orders and customers, plus the images, copy and design files made for your store, within 30 days.
How to request a refund
Email contact@lucentops.co with your name and the email address used at checkout. We will confirm what, if anything, is due under the terms above.
How refunds are paid
Refunds are returned by the same method you paid with. A Zelle, Venmo or PayPal payment is sent back the same way, by hand, usually within 5 business days of our confirming what is due. If you paid by card through Stripe, the refund goes back through Stripe and typically takes 5–10 business days to appear on your statement.
Chargebacks
If something seems wrong with a payment, please contact us at contact@lucentops.co first. Most issues are resolved faster directly with us than through a PayPal dispute or a card chargeback, and a dispute does not, by itself, cancel or pause a project already in progress.