Cancellation & Refund Policy

A brand and a creator agree on the work, the price and the deadline. The brand then funds the booking, and Luvenex holds that money rather than passing it straight to the creator. It is released only when the brand approves the delivered work, or returned to the brand if the booking is cancelled.

This is why a refund is almost always possible: until the work is approved, the money has not left Luvenex.

A funded booking can be cancelled by either side before the creator begins, and the brand is refunded in full, including the service fee. No deduction is made.

Once a creator has started, either side can request a cancellation and the other is asked to agree. If both agree, the brand is refunded in full.

If they do not agree, either side can raise it with us using the complaint option on the booking. We look at what was agreed, what was delivered and the messages between the two sides, and decide how the held money is split. We aim to answer within five working days.

When a creator submits the work, the brand has five days to approve it or ask for changes. Asking for changes returns the booking to the creator and does not move any money.

If the brand does not respond within those five days, the payment is released to the creator automatically. This protects creators from being left unpaid for work that was delivered and never reviewed. The brand can still raise a complaint afterwards.

Once a brand approves the work, the payment is released to the creator and that booking is no longer refundable, because the service has been delivered and accepted.

Luvenex charges a service fee of 5% to the brand and 5% to the creator on each completed booking. The fee is charged only when a booking completes — a cancelled or refunded booking is not charged a fee, and any fee already taken is returned with the refund.

A refund is returned to the brand’s Luvenex wallet immediately when the cancellation is agreed, and can be spent on another booking straight away or withdrawn to a bank account.

Withdrawals to a bank account are processed within five to seven working days of the request. Identity verification is required before a first withdrawal, which is a requirement we are obliged to meet and not an optional step.

Where a payment was made by card, we may return it to the card that was used instead of to the wallet. In that case the time it takes to appear is set by the card issuer, usually five to ten working days.

Money added to a wallet but not yet spent on a booking can be withdrawn at any time under the same terms. A bank transfer is credited once we have checked the receipt against the payment reference, normally within one working day.

If a transfer cannot be matched — for example the reference was left out — we contact the sender rather than keeping the money. Nothing is credited to a wallet until it has been checked by a person.

Work that has been delivered and approved by the brand is not refundable. Neither is a booking cancelled because the brand simply changed its mind after the creator had already produced and delivered the work — in that case the dispute process decides a fair split rather than a full refund.

Open the booking and use the cancellation option, or write to inquiry@luvenex.com with the booking reference. You can also use the contact form. We reply within two working days.