Manage Lumen

How to cancel lumen in new zealand and protect your right to a refund

What lumen is and why you might want to cancel

Lumen is a metabolism-tracking device paired with a mobile app that measures your metabolic fuel preference (how your body burns fat versus carbohydrates) and delivers personalised insights and coaching. The device itself is a one-time purchase, but the app's full features - history tracking, customised plans, and ongoing coaching - require an active subscription.

You may have bought your Lumen device and subscription through the Lumen website, the iOS App Store, Google Play, or the Lumen mobile app itself. Where you purchased it matters significantly, because each platform has different cancellation routes and refund rules. Understanding your purchase channel now will save you time and frustration when you decide to cancel.

At Stopee, we know that cancelling a health or fitness subscription can feel complicated, especially when multiple platforms are involved. This guide walks you through every cancellation method available to you in New Zealand, explains what happens to your data and device after you cancel, and tells you exactly when you're entitled to a refund. We've also flagged the common mistakes people make - so you won't be one of them.

Why cancellation matters

Lumen subscriptions renew automatically on a recurring billing cycle. If you don't cancel before your next payment date, your card will be charged again, and you'll lose the 14-day cooling-off period that consumer law in New Zealand typically protects. Stopee recommends you act quickly: cancellation timelines differ by platform, so waiting until the last minute risks an unwanted charge.

Where lumen subscriptions are sold

Lumen subscriptions are available through multiple channels: the Lumen website directly, the Lumen app (iOS/Android), in-app purchases via the Apple App Store, and in-app purchases via Google Play. Your cancellation route depends entirely on where your money went. A subscription purchased via the App Store cannot be cancelled through the Lumen website - you must cancel through Apple.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and the Fair Trading Act 1986 protect you when you buy goods and services, including digital subscriptions and fitness devices. Understanding these rights strengthens your position if Lumen refuses to refund or assist you.

What the consumer guarantees act covers

Under the Consumer Guarantees Act, goods must be of acceptable quality, fit for purpose, and as described. A Lumen device that arrives broken, fails to measure metabolic data, or differs materially from the product description may be non-conforming. You have the right to a repair, replacement, or refund - even if the device was opened - if the failure is not due to your misuse or neglect.

Services (subscriptions) must also be performed with due care and skill. If Lumen's app consistently fails, doesn't deliver the personalised insights you paid for, or is removed from the App Store, you may have grounds to request a refund or compensation. This applies regardless of Lumen's own refund policy.

Your right to cancel within a cooling-off period

If you purchased your device or subscription directly from the Lumen website, you may have a 14-day cooling-off period under consumer law (though this is not automatic - Lumen must disclose it clearly at checkout). This gives you time to cancel and request a refund without penalty. However, if Lumen failed to provide clear refund terms before you paid, you may extend this period even after 14 days have passed.

Subscriptions purchased via the App Store or Google Play are governed by Apple and Google's policies, which often allow refunds within 14 days of purchase if you request them promptly. Stopee advises you to request a refund directly from Apple or Google as soon as you decide to cancel.

How to escalate if lumen refuses

If Lumen denies your refund request and you believe you have grounds under the Consumer Guarantees Act, you can lodge a complaint with the Commerce Commission (the New Zealand consumer authority). You can also escalate to the Disputes Tribunal if the amount in dispute is under NZD $20,000. Document all communication with Lumen and keep receipts and email confirmations.

How to cancel lumen on the app store (iOS)

If you subscribe to Lumen through the Apple App Store, you must cancel through your Apple ID - cancelling the Lumen app itself will not stop your subscription or your charges. Follow these steps carefully.

1. Open the Settings app on your iPhone or iPad.
   • Do not open the Lumen app.
2. Tap your name and Apple ID account at the top of the Settings screen.
   • This is usually a photo, initials, or silhouette icon.
3. Select Subscriptions from the menu.
   • You'll see a list of all active and expired subscriptions tied to your Apple ID.
4. Find Lumen in the list and tap it.
   • If you don't see it, scroll down or check whether it might be listed under a different name (such as "LumenX" or the parent company name).
5. Tap Cancel Subscription at the bottom of the Lumen subscription details screen.
   • Apple will ask you to confirm your reason for cancelling. You can skip this step.
6. Confirm the cancellation by tapping the confirmation button.
   • Your subscription will end at the close of your current billing cycle. You'll receive a confirmation email from Apple within minutes.

Warning: Do not delete the Lumen app from your device. Deleting the app has no effect on your App Store subscription - it will continue to renew and charge you until you cancel it through Settings.

Pro tip: Take a screenshot of your cancellation confirmation. Apple's confirmation email is your proof, and Stopee recommends you save it in case Lumen (or Apple) disputes your cancellation date later.

How to cancel lumen on google play (Android)

If you subscribed through Google Play, cancellation must happen in the Google Play Store app or on the web - not within the Lumen app itself. Uninstalling the app will not stop your subscription.

1. Open the Google Play Store app on your Android device.
   • Tap your profile icon in the top right corner (usually a circle with your initial or photo).
2. Select Payments & subscriptions from the dropdown menu.
   • You should see a Subscriptions option listed below.
3. Tap Subscriptions to view all active subscriptions.
   • Scroll through the list to find Lumen.
4. Tap the Lumen subscription entry.
   • This opens the subscription details page.
5. Tap Cancel subscription (or Unsubscribe, depending on your Google Play version).
   • Google will present a brief survey asking why you're cancelling. You can skip this.
6. Confirm your cancellation by selecting the final confirmation prompt.
   • Your subscription will remain active until the end of the current billing period, after which it will not renew.

Warning: Deleting the Lumen app from your Android device will not cancel your Google Play subscription. Cancellation must happen in the Play Store.

Pro tip: If you're using a web browser instead of the app, go to play.google.com, sign in with your Google account, navigate to Payments & subscriptions, and follow the same steps. Both methods are equally valid.

How to cancel lumen subscriptions purchased on the lumen website

If you bought your subscription directly from lumenx.app or paid Lumen directly (not through Apple or Google), you have two cancellation routes: through the Lumen app settings or by contacting Lumen's support team directly.

Cancel through the lumen app

1. Open the Lumen app on your phone.
   • You must be logged in to your Lumen account.
2. Navigate to your account or subscription settings.
   • This is typically accessed through a profile icon or menu button (often a hamburger icon or three dots).
3. Look for a Manage Subscription, Billing, or Subscription Settings option.
   • The exact wording depends on app updates, but it should be clearly labelled.
4. Select the option to cancel, downgrade, or end your subscription.
   • The app may ask you to confirm your reason or offer a discount to stay. You are not obligated to accept a discount offer.
5. Follow the prompts to complete the cancellation.
   • Your subscription will end at the close of your current billing cycle and will not renew.

Cancel by contacting lumen support

If you prefer to cancel outside the app or encounter technical issues, email Lumen's support team at support@lumen.me with a clear, simple message: "I request cancellation of my Lumen subscription effective immediately." Include your account email address and the email address associated with your billing account.

Lumen support typically responds within 24 to 48 hours. Once they confirm cancellation, your subscription will end at the close of your current billing cycle. Keep the email confirmation - it serves as proof of cancellation if a charge appears on your next statement.

Warning: Email confirmation is essential. Do not assume cancellation has happened until you receive written confirmation from Lumen or see the subscription listed as "Cancelled" or "Inactive" in your account settings.

Pro tip: Stopee recommends sending your cancellation request 7 to 10 days before your next billing date. This buffer gives Lumen time to process your request and ensures the cancellation takes effect before your card is charged again.

What happens to your device and data after you cancel

Cancelling your subscription does not delete your Lumen device or its ability to take measurements - but what you can access changes depending on when you bought the device and your subscription status.

Device functionality after cancellation

If you purchased your Lumen device from the Lumen website on or after 30 July 2023, the device will continue to take metabolic measurements even after your subscription ends. However, the app will no longer sync these measurements or generate the personalised insights, coaching, or full history tracking that Lumen offers.

If you purchased your device before that date, or if you cancelled a subscription purchased through the App Store or Google Play, similar restrictions apply: the core measurement capability remains, but premium features (detailed insights, plans, and coaching) are locked until you resubscribe.

Data access and privacy

Cancelling your subscription does not automatically delete your historical metabolic data from Lumen's servers. Your data remains associated with your account. If you want your data deleted entirely, contact Lumen support at support@lumen.me and request data deletion under New Zealand's Privacy Act 2020. Lumen must comply within a reasonable timeframe (typically 20 working days).

Reactivating your subscription

If you cancel and later decide to resubscribe, Lumen will restore access to your historical data. You can reactivate through the same platform where you originally subscribed (the app, App Store, Google Play, or the website). You will be charged according to current pricing, not the rate you previously paid.

Will you get a refund when you cancel

Refund eligibility depends on what you're returning (device or subscription), where you bought it, and how long you've owned it. Stopee breaks down the rules clearly below.

Refunds for devices purchased from the lumen website

Unopened, unused Lumen devices may be returned to Lumen within 30 days of receipt for a full refund. You pay for return shipping. To initiate a device return, contact support@lumen.me with your order number and reason for return.

Opened or used devices are generally non-refundable under Lumen's stated policy. However, if the device is defective, fails to measure accurately, or arrived damaged, you may be entitled to a repair or replacement under the Consumer Guarantees Act, regardless of whether it was opened. If Lumen fails to repair or replace within a reasonable time, you can request a refund and pursue escalation through the Commerce Commission.

Important: If Lumen did not clearly disclose its "non-returnable" policy before you completed your purchase, the Consumer Guarantees Act may override that policy, and you could return an opened device within 30 days.

Refunds for subscriptions purchased on the lumen website

Subscriptions purchased directly from Lumen are generally non-refundable once you've cancelled. You've already received access to the service for the period you've paid for. However, if you cancel within 14 days of purchase (the consumer cooling-off period) and Lumen clearly disclosed its no-refund policy before checkout, you may still request a refund.

If Lumen did not disclose its refund policy clearly, or if the service failed to deliver as promised (the app crashed, was removed from app stores, or didn't provide the insights advertised), you have grounds to request a refund regardless of how long you've been subscribed.

Refunds for app store and google play subscriptions

If you subscribed through the Apple App Store, request refunds directly from Apple. Visit appleid.apple.com, go to Purchase History, find the Lumen charge, and select Report a Problem. Apple allows refunds within 14 days of purchase, and sometimes beyond if you provide a compelling reason (the app doesn't work, wasn't as described, etc.). Apple's decision is final, and they typically respond within 24 hours.

For Google Play subscriptions, go to play.google.com, navigate to Payments & subscriptions, select the Lumen charge, and request a refund. Like Apple, Google allows refunds within 14 days of purchase and considers exceptions on a case-by-case basis. Both platforms process refunds within 24 to 48 hours.

Pro tip: When requesting a refund through Apple or Google, be specific about why: "The app doesn't sync properly," "I wasn't charged for the trial period as promised," or "The service didn't match the description." Vague reasons are more likely to be denied.

Refunds for accessories (cables, chargers, cases)

Lumen accessories are non-refundable and non-returnable under its stated policy. This includes cables, chargers, and protective cases. If an accessory arrived defective or damaged, you may request a replacement, not a refund. Contact support@lumen.me with photos of the damage.

Common mistakes people make when cancelling lumen

Cancelling a subscription feels straightforward until something goes wrong - and it often does when people skip a single step or rely on outdated information. Here are the pitfalls Stopee has seen customers face repeatedly, and how to avoid them.

Mistake 1: deleting the app instead of cancelling the subscription

This is the most common error. You uninstall Lumen from your phone, assume you're done, and then you're shocked when your card is charged 30 days later. Deleting the app has absolutely no effect on App Store, Google Play, or Lumen website subscriptions. The subscription continues to renew invisibly. You must cancel through Settings (Apple), Google Play Store (Google), or the Lumen app itself (website purchases).

Mistake 2: not confirming cancellation in writing

You open the Lumen app, click a cancel button, and move on. Days later, you're charged again because the cancellation didn't actually process - maybe the button didn't work, maybe your internet connection dropped, or maybe the app had a glitch. Always request written confirmation. For App Store and Google Play, screenshot or save the confirmation email from Apple or Google. For website subscriptions, email support@lumen.me and keep their reply. Stopee recommends taking screenshots of every cancellation page as well.

Mistake 3: cancelling too close to the billing date

You cancel on the day your subscription renews, only to find you've already been charged. Most platforms process cancellations within 24 hours, but billing cycles operate on UTC time, and processing delays happen. Cancel at least 7 to 10 days before your billing date to avoid overlap.

Mistake 4: assuming one platform cancels all platforms

You have a Lumen app account, an App Store subscription, and a website account - and you think cancelling one automatically cancels the others. They don't. Each channel is independent. If you've paid Lumen in multiple ways, you need to cancel each subscription separately. Check all three locations (the app settings, Apple ID settings, and your Google Play account) to confirm you have no active subscriptions.

Mistake 5: not requesting a refund if the service failed

Your Lumen app crashed repeatedly, never synced your data, or was removed from the App Store. You cancelled but never asked for a refund, thinking Lumen wouldn't grant one. Wrong. If Lumen failed to deliver the service as advertised, you're entitled to a refund under the Consumer Guarantees Act, regardless of Lumen's own refund policy. Contact support@lumen.me, explain the issue, and request a refund. If they refuse, escalate to the Commerce Commission.

Checklist before and after you cancel

Use this checklist to ensure you've cancelled correctly and won't be caught by surprise charges or data loss.

Lumen pricing and subscription plans

Lumen's pricing varies by region, promotion, and purchase channel. This table shows approximate NZ pricing as of the most recent update, but Stopee recommends confirming current rates directly through the Lumen website or app, as promotions and plans change frequently.

Pro tip: If you're on a monthly plan and thinking of cancelling, check whether an annual plan is on sale first. Sometimes switching to annual (then cancelling within 14 days) can leave you with a longer subscription at a lower cost, or allow you to gift the remaining time to a friend. Ask support@lumen.me about your options before you cancel outright.

Lumen contact details and cancellation address

If you need to reach Lumen for cancellation, data deletion, refund requests, or other matters, use the details below. Lumen Limited operates in New Zealand under NZBN 9429035400424.

Email support

Email: support@lumen.me

Typical response time: 24 to 48 hours. Include your account email, billing email, and a brief description of your request (cancellation, refund, device return, or data deletion).

Postal address

Lumen Limited, [Registered address for Lumen NZBN 9429035400424], New Zealand.

For formal cancellation requests, device returns, or escalation, you can send written correspondence to this address. Use registered mail to confirm delivery. Keep a copy for your records. Lumen must respond to written requests within 20 working days under New Zealand law.

Escalation in new zealand

If Lumen refuses your refund request or ignores your cancellation, contact the Commerce Commission (comcom.govt.nz) or file a complaint with the Disputes Tribunal. You can also report unfair trading practices to Fair Trading Services (part of MBIE).

Why stopee exists and how we help

Cancelling a subscription shouldn't require a tutorial, a flowchart, or a lawyer. Yet millions of people in New Zealand struggle to cancel gym memberships, streaming services, and health apps because companies make the process deliberately opaque, the cancellation button is hidden, or the support team ignores requests.

Stopee is a New Zealand consumer advocacy platform that simplifies cancellation. We've written step-by-step guides for hundreds of services so you don't waste time on dead-end phone calls or support chat loops. We explain your consumer rights under the Consumer Guarantees Act, the Fair Trading Act, and other laws so you can push back when a company refuses a fair refund. Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and reclaim control of their wallets and inboxes.

When you cancel Lumen using the steps in this guide, you're following the same process thousands of other New Zealand consumers have used successfully. If you hit a snag - a charge appears after cancellation, Lumen ignores your refund request, or the app doesn't let you cancel - come back to Stopee. We'll help you escalate, document your case, and ensure you get the outcome you're entitled to.

Cancellation is your right. Stopee makes sure you exercise it.