Refund & Withdrawal.

Last updated: 10 October 2026

What you can and can’t get a refund for, how the EU right of withdrawal applies to our products, and exactly how to make a request.

1. Who you buy from

Whoever processes the payment, the commitments on this page are ours and you can always contact us directly.

2. Your right of withdrawal

If you are a consumer in the EU, you can normally withdraw from a contract made online within 14 days without giving a reason (Directive 2011/83/EU, implemented in Articles 7:46a to 7:46j of the Dutch Civil Code). For digital content, the 14 days run from the day the contract is made.

Businesses, and people buying for their trade, business or profession, do not have this right.

3. Why the Vaults are not refundable for a change of mind

The Vaults are digital content that is not supplied on a physical medium, and you receive your private link immediately after payment. The law allows the right of withdrawal to end once supply has begun, provided that:

1. you gave your prior express consent to receive the content immediately, during the withdrawal period;
2. you acknowledged that you lose your right of withdrawal as a result; and
3. we, or our reseller, confirmed your consent and acknowledgment on a durable medium, such as your order email.

(Article 16(m) of Directive 2011/83/EU and the corresponding provision in Article 7:46d of the Dutch Civil Code.)

You give that consent and acknowledgment at checkout, and the confirmation is included with your order. From the moment your link is delivered, the right of withdrawal no longer applies, so a Vault can't be returned because you changed your mind, didn't use it, or it didn't produce the results you hoped for.

If your consent wasn't properly recorded. If for any reason you were not asked for this consent and acknowledgment, or did not receive the confirmation, your 14-day right of withdrawal still applies. You can use it with the withdrawal form below, and we will refund you in full.

4. Faulty or not as described: your legal guarantee

This policy never affects your statutory rights. Digital content must match its description, work as stated, and be supplied with the updates we promise. If it doesn't, you are entitled to a remedy under the EU Digital Content Directive (2019/770), as implemented in Book 7 of the Dutch Civil Code. That includes when:

• your link never arrives, or doesn't open on a current browser with JavaScript switched on;
• a substantial part of the content or a promised tool is missing or doesn't work;
• the Vault is materially different from how it was described when you bought it.

What we do: first we put it right — resend your link, restore access or fix the problem — within a reasonable time and at no cost to you. If we can't, or the problem is serious, you can choose a proportionate partial refund or a full refund.

Time limit: please tell us as soon as you reasonably can after you notice the problem.

5. What doesn’t count as a fault

These situations are not a lack of conformity, so they aren't grounds for a refund once the right of withdrawal has ended:

• changing your mind, or no longer needing the Vault;
• not getting a particular result — we never guarantee sales, replies, leads or ad performance;
• losing items saved in your browser, such as a test board or checklist, after clearing your browser data or switching device;
• content added, changed or retired in our quarterly updates, as described in our Terms;
• problems caused by an outdated or unsupported browser, browser extensions, or your own network;
• having bought the wrong Vault after reading its description.

6. How to ask for a refund or remedy

Email gillroy@lunazuremarketing.com with:

• the email address you bought with, and your order number (it's in your Lemon Squeezy receipt);
• which product you bought;
• what's wrong, with a screenshot if you can — it helps us fix it faster.

We reply within 3 business days. If a refund is due, we start it within 14 days of agreeing it, through Lemon Squeezy, to your original payment method and at no cost to you. Your bank may take a few more days to show it.

When a Vault is refunded, its licence ends and your access link is deactivated. Any copies of the content you made must be deleted.

7. Chargebacks

Please contact us before disputing a payment with your bank. Nearly every issue can be solved faster by email. If a chargeback is opened for a Vault that was delivered as described, we will provide the payment provider with the order record, your checkout consent and the delivery confirmation, and access to the Vault will be suspended while the dispute is open. If the dispute is resolved in our favour, your access is restored.

We may decline refund requests that are fraudulent or abusive, for example repeated purchase-and-refund patterns or claims made after the content was shared with others. This never limits refunds that are due under the law.

8. Done-for-you services

Our retainers — the Content Engine, Outbound Engine, Full-Funnel Partnership and Full Pipeline Partnership — are offered to businesses only, so the consumer right of withdrawal does not apply to them.

• Fit calls are free and carry no obligation.
• Before your start date: if you cancel in writing before the start date in your accepted proposal, we refund any fees paid in advance, less any third-party costs we have already committed on your behalf (for example tools, data or licensed assets bought for your account) and documented to you.
• After a service month has started: that month's fee is not refundable, because the team, tools and production time for it are already committed.
• Ending a retainer: unless your proposal says otherwise, either side may end it with 30 days' written notice, as set out in our Terms. Fees for the notice period remain payable.
• If we fall short: if we fail to deliver what your proposal promises and don't put it right within 14 days of your written request, you may end the engagement and we will refund the fees for the part of the month that wasn't delivered.
• Ad spend and platform fees are paid by you directly to the platforms and are not refundable by Lunazure.

9. Withdrawal form

Use one of the two options below if you have a right of withdrawal, or to request a refund or remedy. You don't have to use them, but they make sure your request includes everything we need.

Option 1: withdraw online

Option 2: model withdrawal form

Copy this text into an email to gillroy@lunazuremarketing.com, or send it by post to the address in our Legal Notice.

To: Lunazure, gillroy@lunazuremarketing.com, Lena Blok-Woutsstraat 35, 3066 GK Rotterdam, the Netherlands

I hereby give notice that I withdraw from my contract for the supply of the following digital content / provision of the following service:

Product or service: ______________________
Ordered on: ______________________
Order or invoice number: ______________________
Name: ______________________
Address: ______________________
Signature (only if sent on paper): ______________________
Date: ______________________

This is the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU (Annex 2 to Book 7 of the Dutch Civil Code).

10. Contact

Questions about this policy: gillroy@lunazuremarketing.com. This policy forms part of our Terms & Conditions; if they ever differ, the version more favourable to you as a consumer applies.