Refund Policy

Last updated November 5, 2026

This policy explains when and how money paid into Lulutask comes back to you. It is part of our Terms of Service.

1. How your money is held

Buyers pay into their own Lulutask deposit through our payment provider. Ordering a service sets the order amount aside from the deposit and holds it for that order. We pay the provider only after the delivery is accepted and the observation period (24 hours by default) has passed. Until then the money stays held and can come back to you under the rules below.

2. Fees

  • Payment processing fee: 2% of each top-up plus $0.30, taken when the top-up is made.
  • Platform service fee: 10% of a service order's amount, paid by the buyer and held together with the order amount.
  • Withdrawal fee: 1% of the amount withdrawn. The smallest withdrawal is $10.

Fees can change. The amount shown on the screen before you confirm a top-up, an order or a withdrawal is the amount that applies.

3. Money that comes back to your deposit at once

In these cases the order amount, including the platform service fee set aside with it, returns to your deposit automatically and in full:

  • The provider declines your order.
  • The provider does not accept your order within 24 hours.
  • You withdraw your order before the provider accepts it.

4. Orders in progress: cancellation

Either side can ask to cancel an accepted order from the order's page. The other side has 48 hours to agree or decline.

  • If both sides agree, the order is cancelled and its money returns to the buyer's deposit.
  • If the other side declines, the order continues and its deadline moves back by the time the request was open.
  • If nobody answers in time, our support team decides either to cancel the order, with the money returned as above, or to let it continue.

5. Orders in progress: disputes

If the work you received does not meet the service listing, ask for changes within the number of revisions the listing includes, or open a dispute from the order's page. Our support team decides every dispute from the service listing, the work delivered, the order's records and the evidence both sides give. The decision is one of two:

  • For the provider: the delivery counts as accepted and is paid out after the observation period.
  • For the buyer: the order is cancelled and its money goes back to the buyer's deposit.

While a dispute is open, its money is not paid out or refunded.

6. What cannot be refunded

  • A delivery that you accepted, or that was accepted automatically because you did not review it by the review deadline, once the observation period has passed.
  • The payment processing fee of a top-up that went through.

We may still reverse a payment if we find fraud, a breach of our Terms of Service or a processing error, or if the law requires it.

7. Getting money out of your deposit

Refunds go to your deposit, not to your card. You can withdraw your available deposit to a verified bank account in your own name, or in your organization's name:

  • Each top-up can be withdrawn 7 days after it was made.
  • The withdrawal fee and the smallest withdrawal are listed in section 2.
  • Bank processing times vary by bank.
  • We may hold a withdrawal while a dispute or a review of your account is open, if we suspect fraud, or if the law requires it.

If you cannot withdraw to a bank account, contact us. Where our payment provider allows it, we can return the money to the payment method you used.

8. Failed, duplicate or wrong charges

If you were charged for a top-up that did not reach your deposit, or charged twice, email us with the top-up number (starting with C). We check with our payment provider and either credit your deposit or refund the charge to the payment method you used.

9. Chargebacks

Please contact us before you dispute a charge with your bank. While a chargeback is open, we may hold the money involved and limit the account until it is resolved.

10. How to ask for a refund

Email us with your username and the order or top-up number, and tell us what happened. We aim to answer within two business days.

Company
OCEANWAVE PUPIL ART LLC
Address
8026 W 3RD ST, LOS ANGELES, CA 90048, United States