Cancellation and refund policy

A request can be withdrawn without charge before Luma issues a booking confirmation and before any payment or security authorization is taken.

Confirmed bookings may have a free-cancellation period, a cancellation fee or a non-refundable amount depending on the vehicle, supplier commitment, delivery preparation and notice given. The exact rule in the accepted quotation controls.

Date, time, location, driver or vehicle changes are subject to availability and may change the price. A change is valid only after Luma confirms it in writing.

A no-show includes failure to attend the agreed handover, inability to present required original documents, failure to meet driver eligibility, or failure to complete agreed payment or security requirements. Supplier, delivery and preparation costs may be deducted as disclosed in the confirmation.

If Luma cannot supply the confirmed vehicle or an agreed comparable alternative, the customer may accept another offer or cancel for a refund of rental amounts paid to Luma for the unavailable service. This does not cover independent travel or accommodation costs unless required by applicable law.

Approved refunds are returned to the original payment method where practicable. Bank and card processing times are outside Luma’s control. Security releases are separate from rental refunds and may remain subject to unresolved fines, tolls, damage or authority charges under the agreement.

Contact Luma using the WhatsApp number or email shown in the booking confirmation. Include the booking reference, but do not publish identification documents in a public channel. Email: info@lumacrd.com.