Refund & Cancellation Policy
Last Updated: September 27, 2026
At LuxeLenz, we aim to provide professional and reliable real estate photo and video editing services.
This Refund & Cancellation Policy explains how cancellations, project changes, revisions, and refunds are handled.
- No Online Payment System
LuxeLenz currently does not process payments directly through its website.
Our website does not have an online checkout or payment system. Any payment arrangements are handled separately between LuxeLenz and the customer.
Because payment arrangements may vary depending on the project, specific refund terms may also be agreed upon separately with the customer before work begins. - Cancellation Before Work Begins
If you decide to cancel a project before editing work has started, please contact us as soon as possible.
Where applicable, any refund or payment adjustment will depend on the specific payment arrangement agreed upon for that project. - Cancellation After Work Has Started
If editing work has already started, cancellation may not automatically qualify for a full refund.
The amount of work already completed, resources used, and project-specific circumstances may be considered when determining whether a refund or adjustment is appropriate.
Any applicable refund will be handled according to the agreement between LuxeLenz and the customer. - Completed Projects
Once a project has been completed and the final files have been delivered, refunds are generally not provided solely because the customer changes their mind.
However, if the delivered work does not reasonably match the agreed requirements, please contact us so that we can review the issue and determine an appropriate solution. - Revisions
If the delivered work requires reasonable corrections based on the original instructions provided by the customer, we provide revisions according to the scope of the project.
A request that significantly changes the original instructions or requires substantially different work may be considered a new or additional request. - Editing Errors
If we make an error or fail to follow clearly provided editing instructions, please contact us and provide details of the issue.
We will review the work and, where appropriate, correct the issue or provide a revised version. - Customer-Provided Files
Customers are responsible for providing suitable and usable source files.
LuxeLenz is not responsible for delays or unsatisfactory results caused by:
Low-quality source images
Corrupted files
Missing files
Incorrect instructions
Insufficient information
Unsupported file formats
Files that do not contain sufficient visual information for the requested editing
Where possible, we may contact you to request replacement files or additional information. - Free Trial – First 5 Photos
If you use our First 5 Photos Free offer, the free editing service itself does not involve a purchase or payment through our website.
The offer is intended to allow eligible new customers to evaluate our editing quality.
LuxeLenz reserves the right to limit or refuse the promotional offer in cases of suspected misuse, duplicate requests, or other circumstances that do not meet the offer’s requirements. - Delays
We aim to complete projects within the timeframe communicated to the customer.
However, delays may occur due to:
Large project volumes
Complex editing requirements
Revision requests
Missing or incorrect information
Customer response delays
Technical problems
Circumstances outside our reasonable control
A delay does not automatically qualify for a refund unless otherwise agreed. - Refund Requests
If you believe you are entitled to a refund or adjustment, please contact us as soon as possible with:
Your name
Project details
Date of the request
Description of the issue
Relevant files or screenshots, where applicable
We will review the request and respond after evaluating the circumstances of the project. - How Refunds Are Processed
Because LuxeLenz does not currently process payments through its website, any approved refund will be handled using the payment method or arrangement agreed upon between LuxeLenz and the customer.
The processing time may depend on the payment method or financial institution involved. - Non-Refundable Circumstances
A refund may not be available where:
The customer changes their mind after the agreed work has been completed
The customer provides incorrect or incomplete instructions
The customer submits unsuitable or unusable source files
The requested work has already been substantially completed
The customer requests work outside the original agreed requirements
The customer does not provide required information or files within a reasonable timeframe
These circumstances may be considered individually. - Changes to This Policy
LuxeLenz may update this Refund & Cancellation Policy from time to time.
When changes are made, the “Last Updated” date at the top of this page will be updated.
We encourage customers to review this policy periodically. - Contact Us
If you have questions about cancellations, revisions, or refund requests, please contact us:
LuxeLenz
Email: info@luxelenz.com
Phone / WhatsApp: +92 3457050828
Website: https://luxelenz.com/
Please include your project details when contacting us about a refund or cancellation so that we can review your request efficiently.
