Lumilos

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PLEASE READ BEFORE PROCEEDING CANCELLATION POLICY All appointments require a £50 deposit to secure the date/time. No appointment is booked until deposit has been received. We operate under a 48 hour cancellation policy. This means that if you cancel or reschedule your appointment with more than 48 hours notice, your deposit is refundable or transferable to another date. If you cancel or reschedule your appointment with less than 48 hours notice, your deposit is non-refundable and non-transferable to another date. We would require another £50 deposit to book a new appointment. If you have a gift voucher and you don’t adhere to the 48 hour cancellation policy, a £50 deposit will also be required to book another appointment. There are no exceptions to this. REASONABLE LATENESS POLICY We also operate a reasonable lateness policy. We allow 15 minutes to be late from your scheduled appointment time. If you are more than 15 minutes late we are unable to carry out your appointment and your deposit is non-refundable and non-transferable to another date. We would require another £50 deposit to book a new appointment. If you have a gift voucher and you don’t adhere to the reasonable lateness policy, a £50 deposit will also be required to book another appointment. There are no exceptions to this. We appreciate that many of our customers travel from all over the UK for an appointment with us. Traffic can be unpredictable so we ask that you plan to arrive in Dundee at least 1 or 2 hours before your appointment if coming from out of town. PAYMENTS FOR IN STUDIO APPOINTMENTS All appointments require a £50 deposit which is either sent by BACS or credit/debit card link. The full balance is due on the day of the appointment. There are no exceptions to this. Cash is our preferred payment method but we also accept credit/debit card and Clearpay (subject to approval - please contact us in advance of your appointment to set this up). COLLECTION TIMES All of our life castings take approximately 12 months to complete. There are multiple stages of refining involved and from appointment to completion it is a lengthy process. All of our work is done in bereavement and end of life circumstances, and these are very time sensitive. This makes our workload unpredictable. While we aim to achieve the 12 month turnover, this can fluctuate and can be significantly longer at times. We would politely only ask you to book an appointment with us if you are happy waiting an unknown amount of time for your casting. If you have asked us to have your cast ready in time for Christmas or another special occasion, we will try our very best, but this can’t be guaranteed, and we cannot accept responsibility if this deadline isn’t met. We know that our customers are so excited to see their finished sculptures, but by contacting us asking for updates, it gives us more admin time and in turn this pushes collection back even further. We would politely ask you to not contact us for updates. If we need to know anything about your cast, we will contact you, and we will always contact you when your casting is ready for collection. We thank you in advance for your patience and understanding, and for appreciating our work. We will not tolerate any abusive form of communication. In the event of any abusive communication regarding collection times or any other matter, we reserve the right to stop working on your sculpture and return it to you in its current, unfinished condition. PAYMENT FOR OUT OF STUDIO VISITS All castings must be paid for in full no later than 2 days after the appointment is carried out, unless a prior agreement has been made. Any payments made after 2 days will incur a weekly charge of 10% of the outstanding balance, reoccurring each week until full payment is received. This policy is non-negotiable and it is deeply regrettable that we have had to put these measures in place. Examples: Example 1: Casting appointment carried out on 26th February. Payment not made until 6th March. The 2-day payment window would have been missed. If the casting cost was £300, a 10% late fee (£30) would apply for each full week overdue: • After 1 week overdue: £330 due. • After 2 weeks overdue: £360 due. • After 3 weeks overdue: £390 due, and so on until full payment is made. Example 2: Casting appointment carried out on 1st January. Payment not made until 1st March — 8 weeks later. If the casting cost was £400, with 10% added each week: • After 1 week: £440 due. • After 2 weeks: £480 due. • After 3 weeks: £520 due. • After 4 weeks: £560 due. • After 5 weeks: £600 due. • After 6 weeks: £640 due. • After 7 weeks: £680 due. • After 8 weeks: £720 due. Meaning a £400 casting would cost £720 if left unpaid for 2 months. We do not accept any Bonus Ball or GoFundMe payments unless they are made in advance. This is not just a passion — this is our business. It is how we pay for our studio bills, electricity, materials, and staff wages. Without timely payments, our small team personally feels the impact, with our staff and ourselves having to take a financial hit. As a small business, we both have mortgages and children to provide for, and your support and understanding are truly vital to keep doing the work we love. Thank you for your understanding and continued support. IF YOU BOOK AN APPOINTMENT WITH US, YOU ARE AGREEING TO THE TERMS DESCRIBED ABOVE.