Payment, Refund & Cancellation Policy

This Payment, Refund & Cancellation Policy ("Policy") governs cancellations, payment authorizations, refunds, and related charges for services booked through the Luxo Chef website and mobile application (the "Platform") operated by Luxo Chef Technologies ("Luxo Chef," "we," "our," or "us").

By booking a service through the Platform, you agree to this Policy.

1. Payment Authorization & Holds

When you book a chef through the Luxo Chef app:

• A temporary authorization hold for the total booking amount will be placed on your selected payment method
• You will not be charged at the time of booking
• The authorization hold ensures funds are available for the scheduled service

The payment will only be processed after:

• The cooking session is completed; and
• The service is confirmed through the Platform

If a booking is canceled in accordance with this Policy, the authorization hold will be automatically released in accordance with your financial institution's processing timelines. Luxo Chef is not responsible for delays caused by banks or payment processors in releasing authorization holds.

2. Free Cancellations (More Than 48 Hours Before Service)

Bookings canceled more than 48 hours before the scheduled service start time are eligible for:

• A full refund (if charged), or
• A full release of the authorization hold

No cancellation fee will apply.

3. Cancellations Within 48 Hours

If a booking is canceled within 48 hours of the scheduled start time:

• A cancellation fee equal to 5% of the total booking amount will apply
• Luxo Chef reserves the right to charge this amount to the payment method on file

This fee compensates for:

• Chef time allocation
• Scheduling disruption
• Administrative processing costs

The remaining authorized amount (if any) will be released in accordance with standard banking timelines.

4. Ingredient Costs

If a Chef Partner purchases ingredients on behalf of the Customer:

• Ingredient costs will be added separately to the final invoice
• Customers authorize Luxo Chef to charge the documented ingredient cost to the payment method on file

Ingredient purchases must be reasonable and directly related to the agreed service. Ingredient costs are non-refundable once purchased, unless otherwise determined by Luxo Chef in its sole discretion.

5. No-Show Policy

If:

• The Customer is not present at the scheduled location; or
• The chef is unable to access the premises at the agreed time

The booking may be treated as a late cancellation. In such cases, Luxo Chef reserves the right to charge up to 100% of the booking amount, depending on circumstances. Each no-show case will be evaluated at Luxo Chef's reasonable discretion.

6. Chef Cancellations

If a Chef Partner cancels a confirmed booking:

• The Customer will receive a full refund or full release of the authorization hold
• Luxo Chef may attempt to find a replacement chef where possible
• Luxo Chef is not liable for additional costs incurred due to chef cancellations

7. Service Disputes & Refund Requests

If a Customer is dissatisfied with a completed service:

• A dispute must be submitted through the Platform within 24 hours of service completion
• Luxo Chef may investigate and request supporting information from both parties
• Refunds, if granted, are issued at Luxo Chef's sole discretion

Refunds will not be issued for:

• Preference-based dissatisfaction
• Undisclosed allergies or dietary restrictions
• Ingredient quality provided by the Customer
• Issues unrelated to service performance

8. Force Majeure

Luxo Chef shall not be liable for cancellations or service interruptions caused by events beyond reasonable control, including but not limited to:

• Severe weather
• Natural disasters
• Government restrictions
• Public health emergencies
• Transportation disruptions

Refunds in such cases will be determined at Luxo Chef's discretion.

9. Chargebacks

By using the Platform, you agree not to initiate unjustified chargebacks. If a chargeback is initiated:

• Luxo Chef reserves the right to dispute it with supporting documentation
• Your account may be suspended pending investigation
• You may be responsible for administrative fees associated with the chargeback

10. Modifications to This Policy

Luxo Chef reserves the right to update or modify this Policy at any time. Updated versions will be posted on the Platform with a revised effective date. Continued use of the Platform after changes constitutes acceptance of the updated Policy.

11. Contact Information