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 [email protected] 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.

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 [email protected].
• 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

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: [email protected]

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.