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Refund & Cancellation Policy

Effective Date: 09/04/2025

Applies to: Bookings, Donations, and Merchandise (current and future)

At Lumiere Charity, we aim to offer flexible and fair policies that support the families we serve while ensuring our charity’s sustainability. This policy outlines your rights to request a refund, reschedule a session, or return an item, depending on the service or product involved.
 

1. Booking Cancellations


Cancellation by You (the Customer)

  • You may cancel or reschedule a booking online or by phone.

  • If you cancel more than 48 hours before your session, you are entitled to a full refund or credit towards a future session.

  • If you cancel within 24–48 hours, a cancellation fee equal to 50% of the booking cost will apply.

  • Cancellations made less than 24 hours before the session may not be eligible for a refund or credit, except in exceptional circumstances.


Missed Sessions / No-Shows

  • We understand that families supporting children with complex needs may face sudden changes in circumstances.

  • If you miss a session, please call us as soon as possible. Depending on availability and your circumstances, we may be able to reschedule your session over the phone.

  • Refunds for missed sessions are not guaranteed but will be reviewed on a case-by-case basis.

 

2. Cancellations by Lumiere

  • If we must cancel or postpone a session (due to staff illness, emergencies, or venue issues), we will contact you via email, text, or phone, depending on your preferred contact method.

  • You will be given the choice to:

    • Reschedule for a later date

    • Receive credit towards another session

    • Request a full refund to your original payment method

 

3. Donation Refunds

  • If you believe you made a donation in error or submitted a duplicate donation, please contact us at info@lumierecharity.org within 14 days.

  • All donation refunds will be processed back to the original payment method.

  • Lumiere reserves the right to review the request and may decline refunds made long after the transaction.

 

4. Merchandise Returns (Future Sales)

When merchandise sales launch, the following will apply:

  • Items may be collected on-site or shipped to UK addresses.

  • Returns are accepted in line with statutory UK consumer rights.

  • Refunds or exchanges will only be granted for:

    • Items that are damaged, faulty, or incorrectly supplied

  • Claims must be made within the statutory return period (usually 14–30 days).

  • All items must be returned in original condition and packaging.

  • Depending on the circumstances, we may offer a replacement, credit, or refund.

 

5. Refund Processing

  • Approved refunds will be returned to your original payment method, unless otherwise agreed.

  • Please allow 7 to 10 working days for the refund to appear, depending on your bank or payment provider.

 

6. How to Request a Refund

To request a refund for a booking, donation, or merchandise item, please contact us via:

Email: info@lumierecharity.org
Post: Lumiere Charity, Unit 2C, Brookfield Drive, Liverpool, L9 7AJ

Please provide:

  • Your full name

  • The date of your booking or purchase

  • A short explanation of the reason for your request

 

7. Additional Notes

  • All refunds and credits are at Lumiere Charity’s discretion and will be assessed with empathy, fairness, and operational impact in mind.

  • Lumiere reserves the right to amend this policy at any time. The most current version will always be available on our website.

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