Refunds & Adjustments

For: Coaches, Team Admins

Lumieos does not provide a self-service refund flow. Refund and adjustment requests are handled by your regional staff. This page explains how the process works and what options are available.

How Refunds Work

Once an invoice is marked Paid, it cannot be edited or reversed from within the system by a coach or team admin. The paid and cancelled states are both terminal — a paid invoice stays paid, and a cancelled invoice stays cancelled.

If you believe a payment was made in error, or you need a refund for a team that is no longer competing, you need to contact your region directly. Regional staff can make adjustments on their side, including:

• Voiding or crediting a payment in the payment processor (PayPal, Stripe, etc.)
• Adjusting payment records in Lumieos to reflect the updated status

Because refund processing depends on the payment method used, the timeline and process vary:

• PayPal / Stripe / Yoco — refunds are processed through the payment processor and typically appear within a few business days depending on your bank.
• Check / Money Order — refunds may be issued by your region as a new check.
• EFT / Bank Transfer — your region will coordinate a return transfer.

Requesting a Refund

To request a refund:

1. Locate your invoice number (from the Invoices tab in Commerce).
2. Contact your regional office or program partner directly. Contact information is typically listed on the main Lumieos site or in communications from your region.
3. Provide the invoice number and explain the reason for the refund request.

Regional staff will review the request and process it according to your region’s refund policy.

Payment Policies

Some regions publish explicit payment policies that describe when refunds are permitted, any deadlines for refund requests, and any non-refundable fees. If a View Payment Policies button appears on the Payment Options page or on your invoice, review those policies before submitting your refund request.

Invoice Adjustments Before Payment

If you have not yet finalized and paid an invoice, you have more flexibility:

• While the invoice is in Draft, you can cancel it and create a new one with the correct teams.
• Before finalizing, you can add or remove coupon codes to adjust the total.
• You can add, edit, or remove an optional donation line item.

Once you click Finalize and Pay and confirm, the invoice is locked. Any changes at that point require contacting your region.

Unused Payment Credits

In some configurations, a completed payment may not be tied to a specific registration — for example, if you paid before registering and the event was subsequently cancelled. In this case, your team may show an Unused Payment status on the Payment Options page.

An unused payment credit can be applied toward a future registration in the same event level. Contact your region if an unused credit is not being applied as expected.