Plain-English summary: the retainer is cancel-anytime, and one-time projects have a short refund window. We always confirm scope in writing before doing the work, so you know what you’re getting. Full details below.
This Refund Policy is part of our Terms of Service and applies to purchases made through iluxxian.com and Stripe checkout. Engagements arranged through Upwork are covered by Upwork’s own refund and dispute process instead.
Retainer
The monthly retainer can be cancelled at any time. Cancellation stops future renewals; your retainer stays active through the end of the current paid month, and that month is not prorated or refunded once work has begun, because the time was reserved for you. If a new monthly cycle has just renewed and no work has yet been performed in it, email us within 48 hours of that charge and we’ll refund it in full, less any payment-processing fee (about 3%) that Stripe does not return to us.
One-time projects
If we determine before starting that a project isn’t the right fit, you receive a full refund. Otherwise, a refund is available within 24 hours of purchase and before we have completed 2 hours of work — whichever comes first — less the payment-processing fee (about 3%) that Stripe does not return to us. After that point, the engagement is underway and fees are non-refundable, though we will always work to make the delivered scope right.
How to request a refund
Email ConvertingCartPages ↗ · hello@iluxxian.com from the address used at checkout and tell us which charge you mean. Approved refunds are returned to the original payment method through Stripe, typically within 5–10 business days.
Chargebacks
If something looks wrong, please contact us first — we can almost always resolve it faster than a bank dispute.