Effective date: 30 October 2026
Scope and contact
This policy covers paid access to GuestLuma software. It does not cover hotel accommodation, food, transport or services ordered from a property. Contact the property for those purchases.
For a GuestLuma payment, write to info@guestluma.com with your account email, property name, payment date, amount, currency and transaction reference. Explain whether the issue is a duplicate payment, an incorrect charge, unavailable paid access or another concern. Do not send a full card number, CVV, password or identity document.
Review and rights
We review the payment record, the purchased access period, any service issue and applicable contractual and mandatory legal rights. A complete or partial refund may be appropriate depending on the circumstances. This policy does not impose a blanket no-refunds rule or remove statutory withdrawal or refund rights. Where payment was collected by a Merchant of Record, its buyer terms and refund policy also apply; support will identify the relevant payment provider from the transaction.
Our service target is to acknowledge a request within three business days and review it within ten business days after receiving enough information. These are handling targets, not a replacement for any shorter legally required deadline. We will explain the outcome and any information needed to complete the request.
Refund method and access
An approved refund is requested through the original payment provider to the original payment method where possible. Processing and bank posting times depend on that provider and bank. A request is not itself a completed refund. We will communicate the outcome and, where available, the refund reference. For a partial refund, we will explain how the remaining access period is affected. Financial records are retained where needed for accounting, legal obligations and dispute handling.
Stopping renewal
A one-time payment for a fixed period does not create an automatic renewal. Where a separately authorised renewal exists, use the cancellation control in the owner workspace or contact info@guestluma.com before the next charge. Cancellation stops future renewal after it takes effect and normally preserves the already paid period. A payment already in progress must be reviewed separately; cancelling renewal does not automatically refund it.