Terms & Conditions
Please read these Terms and Conditions carefully before using Lumen's website or services. By accessing lumen-pk.com or booking a consultation, you confirm that you have read, understood, and agreed to be bound by these terms. If you do not agree, please do not use our services.
1. About Lumen
Lumen is a sole proprietorship registered in Pakistan, operating through lumen-pk.com. We provide an informational consultation and referral service in the areas of dermatology and aesthetic care. We connect clients with partner clinics for professional medical assessment and treatment.
Lumen is not a healthcare provider, medical institution, or licensed clinical facility. We do not employ doctors, issue medical diagnoses, prescribe medication, or provide any clinical treatment.
2. Eligibility
By using our services, you confirm that:
- You are at least 18 years of age, or have obtained parental or guardian consent
- You are located in Pakistan or are accessing our services for use within Pakistan
- The information you provide to us is accurate and complete to the best of your knowledge
3. Nature of Our Service
Lumen offers the following:
- A review of your submitted skin or aesthetic concern by a Lumen consultant
- A general informational summary based on your submission
- A referral to one of our partner clinics that may be suited to your concern
This service is informational only. It does not constitute medical advice, a clinical consultation, a diagnosis, or a treatment plan. Nothing communicated by Lumen should be interpreted as a substitute for professional medical assessment by a licensed physician.
4. No Doctor-Patient Relationship
Your interaction with Lumen does not create a doctor-patient relationship of any kind. Any such relationship would only arise directly between you and a licensed physician at the partner clinic you are referred to. Lumen has no involvement in, control over, or responsibility for any clinical decisions made at partner clinics.
5. Partner Clinics
Lumen works with a network of independent partner clinics. These clinics operate entirely independently and are solely responsible for the clinical services they provide. Lumen makes no warranties or representations regarding the quality, outcomes, or suitability of any partner clinic's services.
Any disputes, complaints, or claims arising from a clinical visit should be directed to the relevant partner clinic, not to Lumen.
6. Payments & Fees
A consultation fee is charged for Lumen's referral and informational service. This fee is separate from any charges that may be applied by the partner clinic for clinical services. Payment is processed through third-party processors (EasyPaisa, JazzCash, HBL). By making a payment, you agree to our Refund & Cancellation Policy.
7. Limitation of Liability
To the fullest extent permitted by Pakistani law, Lumen shall not be liable for:
- Any clinical outcome, adverse effect, or dissatisfaction arising from a partner clinic visit
- Any reliance placed on the informational summary provided by Lumen
- Any delay, error, or interruption in our service due to technical issues
- Any indirect, incidental, or consequential loss arising from use of our platform
Our total liability in any matter related to the use of our services shall not exceed the consultation fee paid by you for that specific booking.
8. Medical Emergencies
Lumen is not equipped to handle medical emergencies. If you are experiencing a medical emergency, please contact emergency services immediately or visit your nearest hospital. Do not rely on Lumen's service in any time-sensitive medical situation.
9. Accuracy of Information
You are responsible for providing accurate and complete information when submitting a consultation request. Lumen's referral summary is based solely on the information you provide. Incomplete or misleading information may result in an unsuitable referral, for which Lumen bears no responsibility.
10. Intellectual Property
All content on lumen-pk.com, including text, design, branding, and structure, is the property of Lumen and may not be copied, reproduced, or distributed without prior written consent.
11. Privacy
Your use of our services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Please review it below on this same page.
12. Modifications to Terms
Lumen reserves the right to update these Terms at any time. Changes will be posted on this page with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the updated Terms.
13. Governing Law
These Terms are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan. Any disputes arising from these Terms or your use of our services shall be subject to the jurisdiction of the courts of Karachi, Pakistan.
14. Contact
For any questions regarding these Terms: support@lumen-pk.com | lumen-pk.com
Privacy Policy
Lumen ("we," "us," "our") is a sole proprietorship operating under the name Lumen, registered in Pakistan. We provide informational consultation services related to dermatology and aesthetic care, conducted by licensed dermatologists and aesthetic physicians, and refer clients to partner clinics for full clinical assessment and treatment.
When you use our services, we may collect the following:
- Contact details – name, phone number, email address
- Consultation details – skin concerns or aesthetic queries you voluntarily share with us
- Payment information – processed securely through third-party payment processors (EasyPaisa, JazzCash, HBL). We do not store your card or wallet credentials.
- Device and usage data – IP address, browser type, pages visited (collected automatically via standard web analytics)
How We Use Your Information
- To match you with an appropriate partner clinic
- To communicate your consultation summary to the partner clinic you are referred to
- To send you appointment reminders or follow-up messages via WhatsApp or email
- To process your payment
- To improve our service
How We Share Your Information
We do not sell your personal information. We may share relevant details with:
- Partner clinics – only the information necessary to facilitate your referral and appointment
- Payment processors – to complete your transaction securely
- Legal authorities – if required by Pakistani law or regulatory order
Partner clinics operate independently and have leur own privacy and data practices. We encourage you to review their policies before attending an appointment.
Data Storage and Security
Your data is stored using Google Workspace tools (Forms, Sheets) and is accessible only to authorised Lumen personnel. We take reasonable steps to protect your information from unauthorised access. However, no digital system is completely secure, and we cannot guarantee absolute data security.
Retention
We retain your personal information for up to 12 months from your last interaction with us, after which it is deleted or anonymised unless legal obligations require otherwise.
Your Rights
You may request to access, correct, or delete your personal information at any time by contacting us at the details below. We will respond within 7 business days.
Cookies
Our website may use basic cookies to improve your browsing experience. No tracking cookies from third-party advertisers are used. You can disable cookies in your browser settings at any time.
Children
Our services are not directed at individuals under the age of 18. We do not knowingly collect information from minors without parental consent.
Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.
Contact
For any privacy-related queries: support@lumen-pk.com | lumen-pk.com
Refund & Cancellation Policy
Lumen charges a consultation fee for the service of reviewing your submitted skin or aesthetic concern, providing a general informational summary, and referring you to a suitable partner clinic. This is a service fee — not a medical fee — and does not include any clinical examination, diagnosis, prescription, or treatment.
Eligibility for Refund
You are entitled to a full refund if:
- You cancel your consultation request before a consultant has reviewed your submission (typically within 2 hours of payment)
- We are unable to match you with a suitable partner clinic for your concern
- You did not receive any service response from us within 48 hours of your confirmed booking
No Refund Circumstances
Refunds will not be issued if:
- A consultation summary has already been prepared and delivered to you
- You have been successfully referred to a partner clinic
- You are dissatisfied with the outcome of your visit to the partner clinic — the partner clinic's services are entirely separate from Lumen's service
- You provided incomplete or inaccurate information that affected the consultation
Partial Refunds
At our discretion, we may issue a partial refund in cases where a consultation was initiated but not completed due to circumstances on our end. This will be assessed on a case-by-case basis.
No Returns
As Lumen provides a service rather than a physical product, there is no return process applicable. The concept of "returns" does not apply to our business model.
How to Request a Refund
To request a refund, contact us within 48 hours of your payment:
- Email: support@lumen-pk.com
- Subject line: "Refund Request – [Your Name] – [Date of Booking]"
Please include your payment reference number and reason for the request. Approved refunds will be processed within 5–7 business days to your original payment method.
Cancellation by Lumen
We reserve the right to cancel and fully refund a booking if we determine we are unable to serve your request appropriately, or if the nature of the concern requires immediate emergency medical attention — in which case we will direct you to seek urgent care.
Medical Disclaimer
Lumen is not a medical provider. Refund disputes relating to clinical outcomes, misdiagnosis, or treatment received at a partner clinic are outside the scope of this policy and should be directed to the relevant clinic. Lumen accepts no liability for clinical decisions made by partner clinics.
Contact
For refund or cancellation queries: support@lumen-pk.com | lumen-pk.com