Policies & service · General/cross-cutting
Can I book a refresher session for myself or my loved one?
Last updated 28 July 2026
Yes — Lumin Support runs refresher and coaching sessions any time you'd like one. There's no extra charge for them; they're part of the service.
What a refresher session is
A refresher is a one-on-one session with a Lumin Support team member, run over the phone or by video call, to walk through how to use the CareHub or one of the apps. Typical reasons people book a refresher:
- It's been a while since the original setup and they'd like a re-introduction
- A new feature has been added that they'd like to learn
- A new family member or carer has come into the household and would like to be shown how things work
- The CareHub user has changed (cognitively or physically) and the way they use the device needs adjusting
- A Supporter would like more confidence with the Supporters App The session is unhurried — Lumin Support takes as long as you need, at your pace.
How to book one
- Contact Lumin Support.
- Mention you'd like a refresher session.
- We'll find a time that suits — within the support hours (9am–5pm every day including public holidays, AU (AEST/AEDT) and NZ (NZST/NZDT) time). Sessions are usually run over the phone for the CareHub user, or by video call (using either Lumin's own platform or the Supporter's preferred app) where useful for sharing screens.
What we can cover
Anything Lumin-related. Common refreshers cover:
- Making and receiving calls
- Sending and receiving messages and photos
- Setting reminders
- Using the calendar
- Adjusting the CareHub
- Navigating the Community module (for village residents)
- Using the Lumin Supporters App
- Connecting a Bluetooth speaker or other peripheral For Supporters, we can also walk through the alerting model, the plan-specific emergency flow, and how to manage your own profile and access.
What we don't do in a refresher
A refresher session isn't:
- A replacement for the original in-home setup — that's a separate visit, included at order
- A general technology training session (we won't teach how to use your phone or computer beyond what relates to Lumin)
- A village staff training session (those happen through your village's Lumin contact)
Village-specific coaching
For Village residents in a village using Lumin, the village may also have Lumin champions — residents or staff who've been equipped to help others learn the platform. If you're in a village, that's often the fastest path to a quick refresher. Lumin's support sessions are still available for anything the champions can't cover.