Refund Policy

Marketplace order refunds

The supplier is the merchant of record for every order. Refund requests are made through Lumby and go to the supplier, who can approve, deny or partially approve them. Lumby does not process or issue refunds on marketplace orders. If a dispute cannot be resolved, the contractor can file a chargeback with their bank or card issuer. Chargeback fees and dispute liability are borne by the supplier.

The Lumby Marketplace Fee

Lumby charges the contractor a Marketplace Fee on an awarded order, separately from the amount paid to the supplier. It is earned when the order is awarded, is set by order size rather than as a percentage, smaller orders carry no fee at all, and the exact amount is always shown before you pay.

The Marketplace Fee is generally not refundable. It is not returned when a supplier refunds part or all of an order, or when an order is reduced or cancelled after award. It is returned in full when the contractor's bank reverses the order payment through a chargeback decided in the contractor's favor, when the order payment is refunded because the contractor's card issuer flagged it as possibly unauthorized, or when Lumby charged it in error or the law requires it.

Lumby subscription refunds

Subscription fees (Pro, Estimating, Bundle, Team and the Supplier plan) are charged directly by Lumby. Subscription fees are not refunded, except where Lumby charged you in error or the law requires it. Contact support@lumby.com if you believe you were charged in error.

Disputed transactions

Lumby may help both sides communicate, but final refund authority on marketplace orders rests with the supplier as merchant of record. For chargebacks, the responsible party may be liable for chargeback fees.

Contact

Lumby LLC, 986 E 14th St, Brooklyn, NY 11230. Email support@lumby.com or sales@lumby.com. Website lumby.com. Machine-readable summary: /llms.txt.

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