How does Lumin billing work?

This article covers how Lumin charges for the service — what you pay, when, and how. It's specifically about Individual (household) plans. Village and care professional billing is handled under separate agreements.

What you pay

For Individual plans, depending on how you've set things up, you may pay some or all of the following:

A monthly plan fee (Just Connect, Ease of Mind, or Rest Assured)
An upfront setup fee at the start of service
A refundable security deposit if renting (not applicable for outright purchase)
An outright purchase price if you've chosen to buy the device rather than rent
Optional add-ons like the Proactive Daily Wellbeing Check ($10/month on Rest Assured) The specifics vary by plan and by country (Australia vs New Zealand). The Plans article walks through exactly what each plan includes and what it costs. Prices are quoted inclusive of GST.

When you pay

Setup fee: Charged once, at the start of service. It covers personalisation, delivery, and the in-home setup-and-training visit.
Security deposit (rental): Charged once, at the start of service. Held until cancellation, then refunded within 30 days assuming normal wear and tear.
Outright purchase fee: Charged once, at the start of service (one-off, in lieu of a deposit).
Monthly plan fee: Charged monthly thereafter. The first month is typically pro-rated to align with your billing cycle.
Add-ons: Charged with the monthly cycle, starting from the cycle in which they're activated.

How you pay

Credit card or direct debit. Both are accepted. Most households set up direct debit at order, for simplicity.
Funded billing. If you're funded under Support at Home, NDIS, DVA, or another program, billing is to the funding provider rather than the household. Lumin liaises with the provider directly.

Where to see your bill

Lumin sends a monthly statement by email to the email address on file. The statement lists:

The billing period
The plan and any add-ons
The total charged
Any prorations (e.g., if you upgraded mid-month) If you'd like a copy of a past statement, contact Lumin Support.

Changing plans

You can move between plans any time — up to a higher plan, down to a lower plan. Changes:

Take effect immediately for the service (you get the new features straight away)
Are pro-rated for billing so you only pay for what you actually use in the cycle Contact Lumin Support to change plans.

Pausing or cancelling

Lumin has no lock-in contracts. You can:

Cancel at any time. The service ends at the end of the current billing cycle, no further charges.
Pause if you're going on extended holiday, into hospital, or otherwise won't use Lumin for a while. Pausing keeps your account open but reduces billing to a minimum (or zero, depending on situation). Talk to Lumin Support about pause options.

Refunds

Refunds are issued when:

You cancel within the first 30 days of receiving the device (a goodwill window for "this isn't quite right for us")
You return a rented device — the security deposit is refunded (less normal wear and tear) within 30 days of receipt
A faulty device is replaced under warranty (no charge) Refunds go back to the original payment method.

If your situation changes

Life happens. If your circumstances change — a household member passes away, someone moves into aged care, your funding situation shifts — contact Lumin Support. We'll talk through what's possible and adjust things gently. Lumin doesn't insist on holding people to a service that no longer fits.