Refund Policy

Generally final

Payments are generally final once the light activates. A change of mind, fewer visits or sales than hoped, ordinary downtime, being outbid, or removal because your content broke our rules does not create a refund. We do not guarantee any amount of traffic, attention, or business.

Every window, including the City Spotlight billboard, can be outbid. There is no guaranteed minimum display time. If the required price changes before your payment settles, your bid will not replace the current occupant and we will automatically issue a full refund. Posting time then depends on Stripe, the card network, and your bank.

When we will help

Contact us if:

• You were charged twice for the same purchase.
• Payment was confirmed but the window did not activate and we cannot promptly fix it.
• Your payment arrived after the checkout hold expired. We normally refund these automatically where possible.
• A refund or cancellation is required by applicable law.

If we remove an otherwise compliant bid because of our own error, we will review an appropriate refund. There is no unused-time calculation because bids do not purchase a fixed duration.

How to ask

Email lights@lightup.lol with the purchase email, window name, and a short description of the problem. Contact us before opening a payment dispute so we have a chance to investigate. Nothing here removes a non-waivable consumer right.