Policies
Policies
The short version: Cancel free up to 24 hours before your session. After that, a 50% fee applies. No-shows are charged in full. If your professional cancels, you pay nothing and we rebook or refund you.
Luminae strives to be fair to both clients and professionals. Our cancellation policy is designed to protect the time of our professionals — who block their schedule and travel to your location — while giving clients reasonable flexibility to manage unexpected changes.
You may cancel or reschedule any booking through your account dashboard or by contacting our support team at support@luminaehome.com. The cancellation fee depends on how much notice you provide.
| Notice Given | Cancellation Fee | Reschedule Fee |
|---|---|---|
| More than 48 hours before | No charge — full refund | No charge |
| 24–48 hours before | No charge — full refund | No charge |
| Less than 24 hours before | 50% of booking total | $15 reschedule fee |
| No-show (professional arrives, no access) | 100% of booking total | N/A |
A "no-show" occurs when your professional arrives at the scheduled time and is unable to access the property. This includes situations where no one answers the door, incorrect address was provided, or access codes were not shared in advance.
In the rare event that your professional must cancel your session, you will be notified immediately via email and text. You will receive:
Professionals who cancel with less than 4 hours' notice without a valid reason face suspension from the Luminae platform.
Eligible refunds are processed within 5–10 business days to your original payment method. Processing time depends on your card issuer or bank. Stripe (our payment processor) typically releases funds within 5–7 business days.
If you believe your refund has not been processed correctly, contact us at support@luminaehome.com with your booking reference number.
For clients on a recurring schedule (weekly, bi-weekly, or monthly), the same cancellation policy applies per session. To pause your entire recurring plan without fees, please provide at least 72 hours' notice before the next scheduled session.
To permanently cancel a recurring plan, please notify us at least 7 days in advance. Sessions already scheduled and within the 24-hour window at time of cancellation remain subject to the standard fee.
Luminae may waive cancellation fees at our discretion for genuine emergencies, including but not limited to:
To request a fee waiver, contact us within 24 hours of the cancellation and provide brief details. Luminae's decision on exception requests is final.
If you have any questions about this policy, please contact us at support@luminaehome.com or visit our Help Center.