Laima — Refund Policy

Last updated: 17 August 2026

Short version: if we haven't started, you get your money back. If we've built your page, the setup fee is earned. The monthly is cancel-anytime and never locks you in.

This policy sits alongside the Terms of Service — where the two overlap, the Terms are the contract.

1. The setup fee

The setup fee (£249) pays for real work: building your page, training it on your services, testing it against real client scenarios, and getting it live.

"Before we start building" means before we've begun work on your page — normally within a few hours of you sending your details, so tell us quickly if you change your mind.

2. The monthly subscription

• Cancel anytime. Cancellation takes effect at the end of the month you've paid for — your page stays live until then.
• No pro-rata refund for a month you've started, because the service ran for that month.
• We don't do minimum terms, notice periods, or exit fees. Cancel-anytime means what it says.

Exceptions — where we do refund the monthly pro-rata:

• we end the agreement and you're not at fault (Terms §12);
• we stop offering the service, or stop it in your country;
• a serious failure on our side that we can't fix in a reasonable time.

3. Downtime isn't a refund — it's a credit

If your page is down for more than 24 consecutive hours because of a fault on our side, you get one week's subscription credited against your next month (Terms §5). That credit is the remedy — we don't refund the month, and we don't compensate for bookings or income you think you lost (Terms §11).

4. What we don't refund

Being straight with you about the edges:

• Months already used.
• The setup fee once your page is built and live and you approved it.
• Anything based on results — Laima is a booking tool, not a promise of bookings, clients or revenue (Terms §11).
• Bookings your own clients cancel, or deposits you've taken from them. That money is between you and them; we're not in the middle of it.
• Costs you paid to someone else (photographer, ads, another platform).

5. If the assistant gets something wrong

Your page is tested before launch and you approve it (Terms §7). If the assistant later gets something wrong, the remedy is that we fix it the same day — not a refund. If it's wrong because we ignored something you told us and we can't put it right, talk to us: we'd rather refund a month than have you feel cheated.

6. The 14-day question (distance selling)

Laima is sold business-to-business (Terms §2), and the 14-day cancellation right in UK and EU consumer law does not normally apply to business buyers.

We think that's the wrong thing to argue about with a lash tech, so as a matter of policy:

• you can cancel within 14 days of ordering and get the setup fee back — in full if we haven't started, 50% if we're mid-build;
• once your page is live and you've approved it, the setup work is done and delivered, and the 14 days no longer give you a full refund.

We'd rather give you the window than argue about whether you qualify for one.

7. How to ask for a refund

Email hello@getlaima.com with your name and what happened. That's it — no forms.

• We reply within 2 working days.
• Approved refunds go back to your original payment method via Stripe, normally within 5–10 working days (the bank's timing, not ours).
• Refunds are in the currency you paid. We don't cover exchange-rate differences or your bank's fees.

8. If we disagree

Talk to us first — most refund disputes are a misunderstanding about what was promised, and we'd rather fix it than fight it. If we still can't agree, the Terms of Service (§14) set out that Latvian law applies and disputes go to the courts of Riga.

Please don't go straight to a chargeback: it costs us both a fee and it's slower than emailing us.

9. Changes

We can update this policy, but the version that applies to you is the one in force on the day you paid. Meaningful changes get 30 days' notice to active clients.

Questions? hello@getlaima.com — a human answers.