How we work with you. Our support response times, refunds, acceptable use, and how to raise a concern.
Our support response times are based on the plan tier active at the time of the request. All times refer to UK business hours (Monday to Friday, 09:00 to 17:30, excluding UK public holidays).
Response time means the time until a qualified team member acknowledges and begins investigating the issue. Resolution time will vary depending on complexity.
Monthly support plan fees are non-refundable once the billing period has commenced. If you cancel your plan, you will continue to receive services until the end of the current paid period. No partial-month refunds are issued.
Deposits paid to commence project work are non-refundable, as they secure resource allocation. If a project is cancelled after commencement, you will be invoiced for work completed to date at our standard hourly rate, up to the total agreed project value.
Where we have materially failed to deliver agreed deliverables, we will work with you to resolve the issue. Refunds for project work are considered on a case-by-case basis at our discretion.
By engaging our services, you agree that you will not use Lightwork's work or services in connection with any activity that:
We reserve the right to terminate our services immediately if we reasonably believe you are in breach of this policy, without liability to you.
To deliver our services, we may require access to your ecommerce platform, hosting environment, marketplace accounts, or third-party tools. You are responsible for:
We treat all credentials with strict confidentiality and store them securely using industry-standard password management tools. We will never share credentials with unauthorised parties.
Our primary communication channel for support and project work is email. Response times stated in our SLAs apply to requests submitted via email to hello@lightworkecommerce.com or through our agreed project management tool.
For clients on Management and Partnership plans, we also offer scheduled calls and a dedicated point of contact. Ad-hoc calls outside of scheduled sessions are accommodated where possible but are not guaranteed within SLA.
We aim to acknowledge all enquiries promptly, but encourage clients to mark genuinely urgent issues clearly as such to ensure appropriate prioritisation.
Where our work involves third-party platforms, tools, or services, we will advise you of any associated costs before proceeding. You are responsible for maintaining any licences or subscriptions required for third-party tools used in your project.
We are not responsible for the availability, pricing changes, or policy changes of third-party platforms (including marketplace policies, payment gateway terms, or hosting providers). Where such changes affect our ability to deliver services, we will notify you promptly and work with you to find an appropriate solution.
We take service quality seriously. If you are unhappy with any aspect of our work, please contact us in the first instance at hello@lightworkecommerce.com with a clear description of your concern.
We aim to acknowledge all complaints within one business day and provide a substantive response within five business days. Where an investigation is required, we will keep you informed of progress.
If a complaint cannot be resolved to your satisfaction, you may refer the matter to an appropriate alternative dispute resolution body or the courts of England and Wales.
Questions? Get in touch.