📄 Refund Policy – Lensopee.com
Effective Date: 01.11.2025
At Lensopee.com, we aim to provide a transparent and fair experience for both Clients (Customers) and Vendors (Videographers/Photographers). Since our platform works as a marketplace connecting two parties, refund conditions apply depending on the stage of booking and service delivery.
1. General Principles
- Lensopee is a marketplace platform; we facilitate bookings and payments but are not the direct service provider.
- Refunds are subject to the policies below and may involve processing time of 7–10 working days.
- Payment gateway charges, convenience fees, or taxes (if applicable) are non-refundable.
2. Refund Eligibility
(a) Before Service Confirmation
- Full Refund: If the client cancels within 24 hours of booking and at least 7 days before the event date.
- Partial Refund (80%): If cancelled after 24 hours of booking but before vendor confirmation.
(b) After Service Confirmation
- Partial Refund (50%): If the client cancels at least 72 hours before the event date.
- No Refund: If cancelled within 72 hours of the event date or on the day of the event.
(c) Vendor Cancellation
- If the vendor cancels after confirmation, the client will receive a 100% refund.
- Vendor’s account may be reviewed/suspended in case of repeated cancellations.
3. Refunds for Service Issues
- If the vendor fails to appear at the event: Full Refund to the client.
- If the service delivered is substantially different from what was promised (subject to investigation by Lensopee team): Partial/Full Refund may be issued.
- Disputes must be raised within 48 hours after the event.
4. Refund Process
- Clients must raise a cancellation/refund request through Lensopee Dashboard or Customer Support.
- Refunds will be processed back to the original payment method.
- Refund approval may take 3–5 business days after review, and the amount may reflect in your account within 7–10 business days.
5. Non-Refundable Items
- Platform service fee / commission charges.
- Convenience fee & payment gateway charges.
- Completed services where the client has accepted delivery.
6. Contact
For refund-related queries, contact us at:
📧 Email: support@lensopee.com
📞 Phone/WhatsApp: 9358586622