What happens to Lumin when a CareHub user passes away?

Losing someone is hard. When a Lumin CareHub user passes away, the platform handles things gently — not abruptly, not with surprises. This article walks family through what to expect, in plain terms.

In the immediate days

You don't have to do anything urgent with Lumin in the immediate aftermath. The CareHub will continue to function — it's connected and ready — and Supporters will continue to receive any operational notifications until the account is closed. When you're ready, contact Lumin Support. We'll:

• Acknowledge your loss and confirm we've been told
• Suspend any active billing or charges
• Stop emergency alerts and monitoring (where active)
• Pause Supporter notifications There's no rush. We're not chasing.

What happens to data

Lumin retains the CareHub user's data for 30 days after we're told they've passed. This is deliberate — it's a window for family and Supporters to:

• Save photos that were shared with the CareHub (we can help retrieve a copy)
• Save messages from the deceased to Supporters, where they exist on the platform
• Save any other content of memorial value After 30 days, the data is deleted as part of Lumin's privacy policy. If you'd like a copy of the deceased's CareHub data before the 30 days are up, contact Lumin Support. We'll work through what's available and what can be sent. Some content (photos shared by Supporters, family videos) is straightforward; some content (private notes, system logs) isn't relevant to share with family.

What to do with the CareHub itself

After the 30-day window — or whenever the family is ready — the CareHub can be:

• Returned to Lumin. If the household was renting, the device is returned and the security deposit is refunded (assuming normal wear and tear). If the household purchased outright, the device can also be returned for free recycling.
• Kept by the family. Purchased CareHubs can be kept as a memento, though they won't continue to function as a Lumin device once the account is closed.
• Re-used. In some cases, the family or the village may have another Lumin user who could benefit. We can re-provision the device for someone else. There's a separate article on returns and cancellation that walks through the practical side.

Supporters during this time

Supporters who supported the deceased may want to:

• Step back at their own pace. Their Lumin Supporters App will reflect the suspended account, but they don't need to formally remove themselves — that happens with the account closure.
• Reach out to other Supporters. Lumin doesn't initiate this, but Supporters may find it helpful to coordinate among themselves.
• Save shared content. Anything they sent the CareHub may still be retrievable in the 30-day window.

For households where Lumin was part of village or aged care

If the deceased was a village resident or aged care resident using Lumin, the village/facility may need to be involved in the wind-down (returning the device, updating their records). Lumin Support can coordinate with the village or facility directly to take this off the family's plate.

Funeral notifications

Lumin doesn't broadcast bereavement notifications — that's the family's role to do however they choose. The platform itself becomes quietly unavailable to Supporters once the account is closed; there's no automated "this person has passed" message that goes to Supporters.