Refund Policy
Clear guidelines about refund eligibility, procedures, and what you can expect when requesting a refund for LightCore Perception technical support services
We want you to feel confident about your investment in technical support services. This policy explains when refunds are available and how the process works.
Our approach balances fairness with practical reality. Some situations allow full refunds, others partial, and some don't qualify at all. It depends on timing, service delivery, and specific circumstances.
When Refunds Apply
Not every situation qualifies for a refund, but we've tried to make the criteria straightforward. Here's what matters most when we evaluate requests.
Service Not Started
If we haven't begun work on your technical support request, you're eligible for a full refund minus payment processing fees. This usually applies within the first 48 hours after payment.
Technical Issues
When our services fail to address the documented technical problem due to limitations on our end, partial or full refunds may apply depending on resolution attempts made.
Billing Errors
Duplicate charges or incorrect amounts get corrected immediately with full refunds processed within three business days of verification.
Important: Refunds don't apply to services already delivered, consultations completed, or situations where technical issues stem from third-party systems outside our control.
How to Request a Refund
Submit Your Request
Email contact@lightcoreperception.com with your invoice number, payment date, and detailed explanation of why you're requesting a refund. Include any relevant documentation or correspondence.
Initial Review
Our team reviews your request within two business days. We'll confirm receipt and let you know if we need additional information to process your claim.
Decision Process
Most refund decisions happen within five business days. Complex situations might take up to ten days. We'll explain our reasoning regardless of the outcome.
Processing Payment
Approved refunds get processed to your original payment method within seven business days. Bank processing times vary but typically take three to ten business days after we initiate the refund.
Specific Refund Scenarios
Early Cancellation (Within 48 Hours)
Full refund minus payment processing fees, which typically run between 2.5% and 3.5% of the transaction amount. No questions asked if we haven't started work.
Partial Service Delivery
If we've completed some work but can't finish due to unforeseen circumstances on our end, you'll receive a prorated refund based on services not delivered. We calculate this by hours worked versus total estimated hours.
Service Dissatisfaction
When you're unhappy with completed work, we first try to address concerns through revisions or additional support. Refunds for dissatisfaction are evaluated individually and may be partial depending on the situation.
Changed Requirements
If your technical needs change after we've started work, refunds depend on progress made. Generally, you'll receive a refund for undelivered services minus any work completed to that point.
Payment Method Details
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit Card | 5-10 business days | Appears as credit on your statement from the original transaction |
| Debit Card | 5-10 business days | Returns to the account linked to your card |
| Bank Transfer | 3-7 business days | Fastest option but requires valid account details on file |
| PayPal | 2-5 business days | Credited to your PayPal balance automatically |
Processing times begin after we approve your refund request, not from the initial request date. Banking institutions control the final deposit timing.
Non-Refundable Situations
- Services fully delivered and accepted by you
- Issues caused by third-party software or systems outside our scope
- Technical problems resulting from client-side changes after service delivery
- Consultation time already spent, even if subsequent work is cancelled
- Requests made more than 30 days after service completion
- Custom development work that meets original specifications
Disputes and Resolution
If you disagree with a refund decision, you can request a review by a different team member. Email your appeal with additional context within ten business days of the original decision.
We'll conduct a second review within seven business days. This decision is final under our internal process, though you always retain rights under Australian Consumer Law.
Australian Consumer Law
This policy works alongside your rights under Australian Consumer Law. Nothing here removes or reduces those legal protections. If we provide services that fail to meet consumer guarantees, you may be entitled to remedies beyond what's outlined in this document.
Consumer guarantees include requirements that services are provided with acceptable care and skill, fit for purpose, and delivered within reasonable timeframes.
Questions About Refunds?
We're here to discuss your specific situation and explain how this policy applies to your circumstances.
Policy Updates: We review this refund policy periodically and may update terms to reflect changes in our services or legal requirements. Current clients are notified of significant changes via email. Last updated: January 2025.