Refund Policy

Applies to all services provided by Lux Telecom. If you have bought service from us, the version in force is the one published on the date of your order. Contact us with any question about this document.

We sell to businesses, so statutory consumer cancellation rights do not apply. This policy sets out when we do refund, and it is applied consistently rather than case by case.

1. Number setup fees

Setup fees cover work done at the point of allocation and are not refundable once a Number has been provisioned. If provisioning fails and we cannot deliver a working Number, we refund the setup fee in full.

2. Monthly rental

Rental is billed in advance for the rental period. If you release a Number mid-period, the remainder of that period is not refunded, because the underlying cost to us is committed for the period. No further rental is charged after release.

If a Number is unusable for a substantial part of a period because of a fault on our side, we credit the affected rental pro rata on request.

3. Numbers we cannot deliver

If we take payment for a Number and then cannot allocate it — for example because it was withdrawn upstream or by a regulator — we will offer an equivalent Number or refund the amount paid for it, at your choice.

4. Prepaid balance

Prepaid balance is intended to be used for service. On written request we refund unused balance to the original payment method, less any amounts due and less irrecoverable payment-processing costs. We do not refund balance credited through a promotion or goodwill adjustment. Where anti-money-laundering rules require it, refunds are made only to the source of funds.

5. Usage charges

Usage that was carried is payable and is not refundable simply because it was unintended. That includes traffic generated by a compromise of your own credentials or equipment — which is why spend caps exist and why we recommend using them.

We do credit usage that was misrated, double-charged, or billed for calls that did not connect. Raise it as a billing dispute under clause 5 of the terms of service within 30 days of the invoice and we will check it against our CDRs.

6. Porting

Porting fees cover work with the other carrier and are not refundable once the port has been submitted, including where the losing carrier rejects it for reasons outside our control. If we fail to submit a port we were paid to submit, the fee is refunded.

7. Service we suspended

We do not refund periods during which service was suspended for non-payment, for a breach of acceptable use, or for a failure to complete verification.

8. How to request a refund

Contact us from an authorised contact on the account, stating the invoice or order reference and what you are asking to be refunded and why. We aim to decide within 10 business days and will explain the decision either way. Approved refunds go back to the original payment method; we cannot refund to a different account, both for fraud reasons and because anti-money-laundering rules require it.