Cancellation & Refund Policy

2.1 Standard Off-the-Shelf Orders

For standard off-the-shelf spare parts or uncustomized service bookings, cancellation requests must be submitted in writing within twenty-four (24) hours of placing the order to receive a full refund without incurring cancellation charges.

2.2 Custom-Fabricated Elevators & Engineering Components

Because elevators, cabins, car frames, VVVF controller panels, hydraulic units, and guide rails are custom-engineered and fabricated to specific shaft dimensions and architectural requirements:

• Once General Arrangement (GA) drawings are approved, raw materials procured, or factory fabrication has commenced, the advance commitment deposit is strictly non-refundable.
• Any cancellation requested after 24 hours or during manufacturing shall be subject to deductions for all incurred design, engineering, labor, material procurement, and restocking expenses, with a minimum administrative cancellation fee of ten percent (10%) of the total contract value.

2.3 Cancellation or Suspension by the Company

We reserve the right to cancel or suspend an order under circumstances beyond our reasonable control (including force majeure, regulatory bans, or critical supply chain embargoes). In such unforeseen events not caused by customer breach, any unutilized milestone payments will be refunded in full within 14 business days.

Where cancellation, site stoppage, or contract termination results from customer defaults (such as waterlogged/unprepared shafts, failure to provide stable 3-phase power, civil structural defects, lack of statutory building sanctions, or prolonged payment delinquency as set out in our Terms), Lighten Lift reserves the right to deduct all incurred manufacturing, mobilization, and storage costs before determining any applicable settlement.

3.1 Eligibility for Refunds

Refunds may be considered solely under the following limited circumstances:

• Cancellation of eligible standard catalog orders within the allowable 24-hour window.
• Non-delivery of equipment or complete failure of service due solely to fault or gross negligence on our part.
• Verified duplicate payments or overpayments confirmed by our billing department.

3.2 Strict Exclusions from Refunds

Refunds are strictly NOT applicable under any of the following circumstances:

• Custom-engineered elevators, tailored cabins, glass hoistways, and bespoke fixtures once engineering drawings have been signed off or fabrication has commenced.
• Equipment, machinery, or components that have been unpacked, delivered to the site, erected, assembled, or altered.
• Services that have already been rendered in full or in part (including on-site shaft surveys, civil consultations, GA drawing approvals, and scheduled maintenance visits).
• Project delays or equipment damages caused by site unpreparedness, water ingress, voltage fluctuations, or third-party interference.

3.3 Refund Claim & Settlement Process

To submit a refund claim, written notice specifying the customer name, project site, order number, invoice, and formal justification must be sent to support@lightenlift.com. Our billing and engineering team will review the claim within five (5) business days. If approved, the refundable amount will be credited to the original payment source or verified bank account within fourteen (14) business days.