Customer Terms

Draft — last updated 16 October 2026

1. Who we are

Lumen Spaces is a trading name of Lumen Horizons Ltd, a company registered in England and Wales (company number 17375920), registered office Office 10241, 321-323 High Road, Romford, RM6 6AX. Contact: hello@lumenspaces.co.uk.

In these terms “we”, “us” and “Lumen” mean Lumen Horizons Ltd. “You” means the person booking or enquiring. “Operator” means the business that runs a space listed on Lumen Spaces.

2. What Lumen Spaces does

2.1 Lumen Spaces is an online marketplace where Operators list workspaces (day passes, desks, offices, virtual offices, meeting rooms and studios) and customers book or enquire about them.

2.2 Your contract for a space is with the Operator, not with us. We are not a party to that contract. The Operator is responsible for the space, its condition, its safety, its access and the services it provides.

2.3 Operators set their own prices and availability. We do not set, approve or guarantee them. Listing information comes from the Operator; we do our best to keep it accurate but do not guarantee it.

2.4 Some listings were created by us from the Operator’s publicly published information and have not yet been claimed or verified by the Operator. These listings are clearly marked as unverified on the listing itself. Details on them may change once the Operator claims the listing.

3. Using Lumen Spaces

3.1 You can book or enquire as a guest using your name and email, or create an account. You must be 18 or over.

3.2 You must give accurate details and must not use Lumen Spaces for anything unlawful, to harass Operators, or to scrape or copy listings.

4. Card bookings (day passes, meeting rooms, hourly or daily studios)

4.1 Request to book. When you pay a payment link we send you, you send a booking request to the Operator and authorise a hold on your card for the full price. Your card is not charged at this point.

4.2 When the contract forms. A binding booking exists only when the Operator accepts your request and we confirm it to you. At that point your card is charged.

4.3 If the Operator declines or doesn’t respond. If the Operator declines, or the card hold expires (about 7 days) before the Operator accepts, the request ends, the hold is released and you are not charged.

4.4 Payment. We collect payment as the Operator’s limited payment collection agent. Paying us in full discharges what you owe the Operator for that booking. Payments are processed by Stripe; we never see or store your full card number.

4.5 Price. The price shown at checkout is the full price you pay, including any VAT the Operator charges.

5. Cancellations and refunds (card bookings)

5.1 One rule applies to every Operator on Lumen Spaces:

• Cancel 24 hours or more before the booking starts: full refund.
• Cancel less than 24 hours before, or don’t turn up: no refund.

5.2 Refunds go back to the card you paid with. We start approved refunds within 5 working days. Your bank may take longer to show the money in your account.

5.3 If the Operator cancels an accepted booking: you get a full refund to the card you paid with. We can also help you find another space, but you don’t have to accept one.

5.4 If the space isn’t available or is materially different from its description: tell us as soon as you can at hello@lumenspaces.co.uk. We will look into each case individually and, where the booking could not be provided as agreed, offer an appropriate refund.

5.5 Who decides refunds. We run the refund process and decide refunds under this published policy, consulting the Operator where appropriate.

5.6 Your statutory rights. If you book as a consumer, you have rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in these terms affects those rights.

6. Monthly products by enquiry (hot desks, part-time desks, dedicated desks, private offices, virtual offices, monthly studios)

6.1 For monthly products you send an enquiry. We pass your details to the Operator, who contacts you.

6.2 Any agreement (membership, licence or lease) is made directly between you and the Operator on the Operator’s own terms. You pay the Operator directly. We do not charge you for an introduction.

6.3 Prices shown as “from” are a starting price; the Operator confirms the actual price.

7. At the space

7.1 You must follow the Operator’s house rules and leave the space as you found it.

7.2 You are responsible to the Operator for any damage you or your guests cause.

8. Our liability

8.1 We are responsible for running the Lumen Spaces website and handling payments as set out above. We are not responsible for the space itself, the Operator’s services, or anything that happens at the space, because those are the Operator’s responsibility.

8.2 Subject to 8.3, our total liability to you for any claim about a booking is limited to the total price you paid for that booking.

8.3 Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. If you are a consumer, you also have legal rights that these terms cannot remove.

8.4 We are not liable for losses that were not foreseeable, or, if you book for business, for loss of profit, business or opportunity.

9. Complaints

9.1 Contact us at hello@lumenspaces.co.uk. We will acknowledge your complaint within 5 working days and aim to resolve it promptly.

9.2 For problems with the space or the Operator’s services, we will pass your complaint to the Operator and help where we can.

10. Suspension

We may suspend or remove access for anyone who breaks these terms, misuses the platform or behaves abusively towards Operators or other users.

11. Your data

How we use your personal data is set out in our Privacy Policy. We share your booking or enquiry details with the Operator so they can provide the space.

12. Changes to these terms

We may update these terms. New terms apply to bookings made after the change. Existing bookings keep the terms agreed when they were made, unless you agree to a change or the law requires one.

13. Law

These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.