Cancel LUMEN online
Cancellation service #1 in New Zealand
4.9Calculated on 5.6K reviews
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Lumen service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Cancel Lumen: Easy Method
What is Lumen
Product overview
Lumen is a metabolism-tracking device and app that measures your metabolic fuel usage (fat vs. carbs) and provides personalised insights and coaching.
It is sold alongside subscription services for ongoing insights, personalised plans, and history tracking.
How it is offered
Lumen devices and subscriptions are available via the Lumen website, the Lumen mobile app (iOS/Android), and in-app purchases through the App Store and Google Play.
Billing and terms differ by purchase channel, so cancellation and refund routes depend on where you bought the device or subscription.
How to cancel Lumen
Cancel App Store (iOS) subscriptions
- Open your device Settings and tap your Apple ID name.
- Tap Subscriptions, find Lumen, and select Cancel Subscription.
- Do not rely on deleting the app - deleting the app does not cancel App Store subscriptions.
- See Lumen’s note: App Store purchases must be cancelled via Apple ID > Subscriptions.
Cancel Google Play subscriptions
- Open the Google Play Store app and tap your profile icon.
- Tap Payments & subscriptions > Subscriptions, select Lumen, and tap Cancel subscription.
- Deleting the app does not cancel Google Play subscriptions - cancel in the Play Store.
- Refer to Lumen’s guidance: Google Play purchases must be cancelled via Google Play Store.
Cancel subscriptions purchased via Lumen website
- In the Lumen App: open account or subscription settings and follow the cancellation flow to end your plan.
- Or email Lumen support at support@lumen.me requesting cancellation.
- Cancellation of web-purchased subscriptions takes effect at the end of the current billing cycle.
- You may also send a written cancellation to the postal address below if required.
What happens when you cancel
Access and renewal
Subscriptions cancelled through the App Store or Google Play end according to Apple/Google policies and the current paid period.
Web purchases cancelled via the app or support remain active until the end of the current billing cycle; they do not renew thereafter.
Data, measurements and history
If you bought your device on the web and cancel membership, devices purchased on or after 30 July 2023 retain the ability to take metabolic measurements.
However, cancelling web-purchased membership removes personalised insights, full history access, and ongoing personalised coaching or plans.
Will I get a refund?
Device refund rules
Unopened devices bought from the Lumen website may be returned within 30 days of receipt for a full refund; return shipping is paid by you.
Opened devices are generally non-refundable and non-returnable unless Lumen failed to disclose refund limitations at checkout; in that case you may be able to return an opened device within 30 days.
Subscriptions and accessories
Subscriptions purchased on the web are generally non-refundable except where required by law or specific plan terms.
All accessories (chargers, cables, cases) are non-refundable and non-returnable under Lumen’s stated policy.
In-app purchases made via the App Store or Google Play are eligible for refunds only under Apple’s or Google’s refund processes; contact Apple or Google for those refunds.
Lumen plans and pricing
Plan overview
Pricing and plans vary by region, purchase channel, and promotions.
Below is a high-level table; contact Lumen or check the app/website for current NZ pricing and plan details.
| Plan | Billing | Price | Notes |
|---|---|---|---|
| Device + Subscription | One-off device + recurring subscription | Varies | Pricing depends on offers and region; check website/app. |
| Subscription (web) | Monthly or annual | Varies | Cancel via app or support; effective end of billing cycle. |
| In-app purchase (App Store / Google Play) | Monthly or annual via Apple/Google | Varies | Manage and refund via Apple/Google accounts. |
Your consumer rights in New Zealand
Cooling-off and change-of-mind rights
Under NZ consumer law, consumers commonly have a 'change of mind' cooling-off period (usually 10 working days) for online purchases, though this may vary.
Lumen’s policy of allowing unopened device returns within 30 days exceeds that common minimum.
Faulty goods and digital services
Under the Consumer Guarantees Act, products must be of acceptable quality and match descriptions; faulty or misdescribed goods must be repaired, replaced, or refunded.
Digital services must be fit for purpose; if the service is significantly inaccurate or fails to meet reasonable expectations, you may seek redress even if the policy states no refund.
Transparency and disclosure
The Fair Trading Act requires clear disclosure of terms and fees. Hidden recurring charges or unclear refund terms may breach NZ law.
If you believe Lumen’s disclosures are misleading, you can complain to consumer protection bodies or seek further remedy.
Customer experiences
Positive feedback
Many users report the device helps them understand metabolism, improve energy, and support weight loss or dietary adjustments.
Customers often praise the device’s ease of use, educational value, and integration with fitness apps.
Negative feedback
Some users report issues with subscription billing transparency - undisclosed recurring charges and difficulty cancelling.
Others question device accuracy (notably for keto or intermittent fasting users), and criticise restrictive return/refund policies or slow customer service.
Documentation checklist
Essential documents to gather
- Order number and purchase date (from Lumen website or app).
- Receipt or payment proof (credit card statement, invoice, or in-app receipt).
- Device serial number and photos of packaging (if returning).
- App screenshots showing active subscription or billing details.
Support correspondence
- Save email exchanges with support@lumen.me.
- Record any reference numbers or case IDs provided by support.
- Keep a log of dates and actions (when you requested cancellation, who you spoke with, etc.).
Common mistakes
Deleting the app instead of cancelling
Many users delete the Lumen app thinking that stops billing. This does not cancel App Store or Google Play subscriptions.
Always cancel in the platform where the subscription was purchased (Apple ID or Google Play) or via Lumen web/app if purchased directly.
Missing receipts and wrong platform
People sometimes contact Lumen support without a purchase receipt or with the subscription bought through Apple/Google, which delays refunds.
Check where you were billed (Apple ID, Google Play, or Lumen website) before requesting a refund or cancellation.
Comparative recap
Quick comparison
| Method | How to cancel | Refund eligibility | Effective date |
|---|---|---|---|
| App Store (iOS) | Cancel via Apple ID > Subscriptions | Refunds handled by Apple per their policy | Ends per Apple billing cycle |
| Google Play | Cancel via Google Play Store > Subscriptions | Refunds handled by Google per their policy | Ends per Google billing cycle |
| Web purchase (Lumen) | Cancel in Lumen App or email support@lumen.me | Subscriptions generally non-refundable; unopened devices returnable within 30 days | Cancellation effective at end of current billing cycle |
After cancelling
What to check immediately
Confirm cancellation in the platform you used to subscribe and keep confirmation emails or screenshots as proof.
Check your next bank or card statement to ensure no further charges occur after the effective cancellation date.
Helpful links and contacts
Terms of use and purchase details: https://www.lumen.me/terms-of-use
App purchase guidance: https://lumenx.app/terms-of-use
Device policy note (measurements after membership ends): https://www.lumen.me/shop-device-annual
Support email: support@lumen.me
Address
Postal address
Lumen Limited (trading as Lumen)
P O Box 8373, Riccarton, Christchurch 8440, New Zealand
Contact notes
Use the postal address for written cancellation notices if required by your payment provider or for formal correspondence.
Include order details and contact information when sending written cancellations to ensure timely processing.
Similar cancellation services
FAQ
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.