Cancellations, refunds & service credits

Except where applicable law requires otherwise or Lux agrees otherwise in writing, sales are final once any applicable cancellation period has expired and Lux has begun work or incurred project-related costs. Lux generally does not issue cash refunds. When appropriate, Lux may issue a written service credit toward future Lux Total Care work.

The exceptions always stand: duplicate or mistaken payments are corrected, refunds or returns required by law are honored, and anything Lux has agreed to in writing governs.

If your project is a qualifying New York home-improvement contract, your signed agreement carries a statutory three-business-day right to cancel in writing. That right is printed on the contract itself and cannot be waived by anything in this app.

After that period, and once work or project commitments have begun, Lux generally does not issue cash refunds. Anything Lux keeps is tied to work actually performed and to documented costs already incurred — labor, materials ordered or delivered, custom or non-returnable items, permits, disposal, delivery, third-party commitments. Holding a calendar date alone doesn't make a deposit forfeitable.

Where a cash refund isn't appropriate, Lux may issue a written service credit toward future Lux work. A credit has no cash value, isn't transferable unless Lux says so in writing, and may carry an expiration or project conditions. Every credit and every use of it is recorded.

Pausing, postponing, removing, substituting or adding work is a change to scope, not an automatic cancellation. Material changes to scope, price, timing, materials or the payment schedule are documented in a written change order both sides accept before the changed work proceeds, wherever practical. Earlier versions are kept permanently.

Concealed or unforeseen code and safety conditions found during work sit outside the original scope unless your agreement includes them in writing.

Workmanship is covered by our 6-month workmanship warranty; materials carry their manufacturer's warranty. Tell Lux about a concern and give Lux a reasonable chance to inspect and, where covered, correct it. That process is separate from a request for money back, and it doesn't remove rights the law says you keep.

Weather, concealed conditions, site access, changes you request, permits and inspections, supplier delays and safety conditions can move dates. Those delays don't automatically create a refund right — Lux will tell you what happened and reschedule.

Duplicate or mistaken payments are corrected, not treated as refund requests. Contact luxtotalcare@gmail.com or 845-543-0277.