Refund Policy

This policy outlines the conditions under which a refund may be granted for services booked through Lumin Aerial LLC. We are committed to customer satisfaction and will do what we can to rectify and issues with our service.

Eligibility Requirements:

Pilot cancellation: If a confirmed pilot cancels a booking and we are unable to find a suitable replacement
Pilot no-show: If a confirmed pilot fails to show up to a booking without notice and Lumin Aerial cannot find a suitable replacement
Failure to deliver services: If a pilot fails to deliver the agreed-upon services due to the pilot's error and we were unable to rectify (e.g. no photos/video delivered)
Service not as described: If there is a verifiable failure to meet clearly defined and agreed-upon service parameters that were part of the booking agreement and we were unable to rectify (e.g. specified number of photos/videos not delivered, failure to capture specific angles, etc.)
Client cancellation: If a client cancels services within 48 hours of the depost being paid.
Cancellation due to unforseen circumstances: All pilots must adhere to all FAA regulations and flight restrictions. If a flight is cancelled for unforseen circumstances at the event (e.g. last minute temporary flight restrictions, weather, equipment malfunction.)

Non-refundable Situations:

Client cancellation: If a client cancels after the 48 hour grace period mentioned above, they will forfeit the deposit.
Subjective dissatisfaction: If a client is unhappy with the aesthetic quality of the photos/videos but pilot met all agreed upon-service parameters.
Issues outside of pilot control: Problems arising from client-provided incorrect information, site access issues not discolsed in advance, unexpected site conditions not allowing safe flight (not to include flight restrictions outside of clients control)
Booking fees: All booking fees/deposits are non-refundable after the 48 hours grace period.
Completed services: Generally, no refunds are given for services that have been fully and properly completed.

To initiate a refund clients must email bsargent@luminaerial.com and must provide their name, business name (if applicable), date of service, pilot name, and detailed reason for the refund request, and any supporting documents (if applicable)

All requests for refunds will be reviewed by Lumin Aerial LLC. All refund requests will be reviewed within 14 days from the date of the received request. We may require additional information and attempts will be made to mediate the issue between the pilot and the client.

Outcomes of a request will be a full refund (minus booking cost), partial refund, or a request denial. Refunds will be processed within 14 days.

Lumin Aerial reserves the right to modify this policy at any time and will notify users of changes. Please contact bsargent@luminaerial.com with any questions or concerns.