At Homestay Lucy LLC, we strive to deliver high-quality IT consulting, managed support, and project management services. We are committed to being fair and transparent when things don’t go as expected.
This policy applies to all services offered by Homestay Lucy LLC including remote support, on-site visits, monthly support packages, flat-fee services, and project management retainers.
Our commitment: If we made an error, failed to deliver what was agreed, or had to cancel on you, we will make it right. If you have concerns about a service before requesting a formal refund, please reach out — we’d rather resolve it directly first.
Section 01
Refund Eligibility
Refunds may be approved under the following circumstances:
Service Not Delivered
You paid for a service that was not provided as agreed upon in your service agreement or invoice.
Cancellation by Homestay Lucy LLC
We are unable to fulfill a booked or contracted service due to unforeseen circumstances on our end.
Technical Failure Within Our Control
A service was materially affected by a technical failure or error that was directly within our control and we were unable to resolve it.
Monthly Retainer — Unused Portion
If you cancel a monthly support package before the billing period has begun, you will receive a full refund for that period.
Section 02
Non-Refundable Services
The following services are generally not eligible for refunds:
Completed Services
Services that have been fully delivered — including remote support sessions, on-site visits, and consulting hours — are non-refundable once completed.
Delivered Digital Work Products
Custom documentation, reports, written plans, project charters, assessments, or other deliverables that have been sent to you are non-refundable once delivered.
Late Client-Initiated Cancellations
Cancellations made within 2 hours of a scheduled appointment are non-refundable unless rescheduled at least 24 hours in advance or an emergency applies.
Monthly Retainers — Mid-Cycle Cancellations
If a monthly support package is cancelled after the billing period has already begun, no refund will be issued for the current billing cycle. Service will continue through the end of the paid period.
Third-Party Software & Licensing Costs
Costs paid to third-party vendors on your behalf — such as Microsoft 365 licenses, domain registrations, or software subscriptions — are non-refundable as they are subject to those vendors’ own refund policies.
Section 03
How to Request a Refund
To submit a refund request, please follow these steps:
1
Email us within 7 days of the service date
Send your refund request to
[email protected] within 7 calendar days of the service date or invoice date.
2
Include the following in your email
Your full name, invoice number or payment receipt, the service in question, and a brief description of the reason for your request.
3
We will review and respond within 3 business days
Our team will review your request and notify you of the decision by email. We may follow up with questions if additional information is needed.
4
If approved, your refund will be processed promptly
Approved refunds are issued within 3 business days via the original payment method. See Section 4 for timing details.
Section 04
Refund Method & Timing
If your refund request is approved:
Refunded to Original Payment Method
All approved refunds are returned to the original payment method used at the time of purchase.
Processed Within 3 Business Days
We will initiate the refund within 3 business days of approval. Please note that your financial institution may take additional time to post the credit to your account.
Note: Processing times vary by financial institution. Credit card refunds typically appear within 5–10 business days after we initiate them. If you have not seen your refund after 10 business days, please contact your bank before reaching out to us.