How do I cancel my Lumin service?

Cancelling Lumin is straightforward. There are no lock-in contracts, no exit fees, and we don't make it difficult. The whole point of Lumin is that it works for you, and if it isn't, we'd rather you tell us and move on with grace.

How to cancel

1. Contact Lumin Support — phone (9am–5pm every day including public holidays, AU (AEST/AEDT) and NZ (NZST/NZDT) time) or email.
2. Tell us you'd like to cancel. We may ask one or two friendly questions to understand whether something's not working that we could address — but you don't have to answer if you'd rather not.
3. We confirm the cancellation in writing (email).
4. We arrange the device return (see the article on returns and disposal). The service ends at the end of the current billing cycle. No further charges.

Reasons people cancel

You don't need a reason. But common ones include:

• The CareHub user has moved into an aged care facility that has its own arrangement
• The CareHub user has passed away (see the separate article)
• The household's situation has changed (financial, family, health)
• The platform isn't working as hoped
• A different solution suits better In a few of these, the cancellation might not be the right answer — Lumin Support can talk through alternatives (a plan change, a pause, a transition to a new setup). But the decision is yours, and we won't push.

What happens to data after cancellation

For 30 days after we confirm the cancellation, your data is retained on the platform. This gives you time to:

• Retrieve photos shared with the CareHub
• Save messages or other content of value
• Reconsider, if needed (cancellations are reversible within 30 days) After 30 days, the data is permanently deleted. There's more in the privacy article.

What about the device

For rental customers, you return the CareHub using the freepost label Lumin sends you. Your security deposit is refunded within 30 days of us receiving the device, assuming normal wear and tear. For purchase customers, you can either return the CareHub for free recycling or keep it (though it won't function as a Lumin device once the account is closed). The separate article on disposal walks through the practical side of returning the device.

Refunds

If you've paid for the upcoming month and cancel mid-cycle:

• For the monthly fee: This is typically pro-rated, so you only pay for the days the service was active. The balance is refunded.
• For the setup fee: This isn't refunded — it covered the one-off personalisation, delivery, and in-home setup that happened at the start.
• For the security deposit (rental): Refunded within 30 days of device return.

If you change your mind

Lumin doesn't penalise people who reconsider. If within 30 days of cancellation you'd like to reverse it, contact Lumin Support and we'll usually be able to bring the service back without much fuss. After 30 days — once data has been deleted — coming back would mean starting fresh as a new customer.

Cancelling for someone else

If you're a Supporter, family member, or executor cancelling on behalf of the CareHub user, contact Lumin Support and we'll verify identity and authority before processing the cancellation. For bereavement situations, see the separate article on what happens when a CareHub user passes away.