Manage Lumen

How to cancel lumen and protect your subscription rights in singapore

Understanding lumen and why you might want to cancel

Lumen is a metabolic health device paired with a premium app subscription that analyzes your breath to determine whether your body is burning fat or carbohydrates. The handheld device works together with the Lumen app to deliver personalized nutrition plans and AI-powered coaching recommendations.

You purchase the device once, typically bundled with an initial subscription period, and then decide whether to renew your premium membership. If you've decided that Lumen no longer fits your wellness goals or budget, Stopee is here to guide you through a straightforward cancellation process without hidden fees or confusion.

Who should cancel lumen

You might choose to cancel if the app isn't delivering the personalized insights you expected, if you've reached your health goals and no longer need coaching, or if the monthly subscription cost no longer aligns with your budget. Some users find that the free version of the app meets their needs after the initial premium period ends.

What you'll keep after cancellation

Cancelling your Lumen subscription does not affect your device. You own the hardware permanently, and you can continue using the free app features even after your premium membership expires. This means your historical metabolism data and past insights remain accessible on the device itself.

Lumen subscription plans and pricing in singapore

Understanding your current plan helps you identify which cancellation route applies to you and whether you're within any refund windows.

If you purchased your device through an authorized retailer in Singapore, pricing may vary. Always check your most recent receipt or billing statement to confirm your exact plan and renewal date.

Your consumer protection rights in singapore

Singapore's Consumer Protection (Fair Trading) Act protects you when purchasing goods and services, including health app subscriptions. Understanding these rights empowers you to cancel with confidence and escalate disputes if needed.

Key protections that apply to your lumen subscription

Under Singapore's Consumer Protection (Fair Trading) Act, traders and service providers must not engage in unfair or misleading conduct. This means Lumen cannot hide cancellation options, charge hidden fees, or make cancellation unreasonably difficult. If the company fails to honor these obligations, you have legal recourse.

You also have the right to accurate information about your subscription terms before you commit. If Lumen's terms were unclear or if you were misled about features or billing cycles, you may qualify for a refund regardless of their standard non-refundable policy.

For disputes that Stopee cannot resolve directly with the company, the Consumers Association of Singapore (CASE) provides free mediation services. Stopee recommends documenting all communications with Lumen and keeping copies of your billing statements for any escalation.

When to escalate your cancellation request

If Lumen refuses to cancel your subscription after you've submitted a formal request, or if you discover duplicate charges or billing errors, escalate to CASE immediately. Include copies of your account statements, cancellation requests, and any correspondence with Lumen support.

Methods to cancel lumen based on how you pay

Your cancellation process depends entirely on which payment method processes your Lumen subscription. Stopee always recommends confirming your billing source before attempting cancellation to avoid missed or failed cancellation requests.

Identifying your billing method

Open your Lumen app or account settings and look for a "Billing" or "Subscription" section. You'll see one of three billing sources: Lumen directly, Apple App Store, or Google Play Store. Your next steps depend on this choice.

Check your email inbox for the most recent renewal receipt. The sender's address (support@lumen.me, Apple, or Google) immediately identifies which system bills you. This prevents the common mistake of attempting cancellation through the wrong channel.

Step-by-step cancellation process for your platform

Follow the exact sequence that matches your billing method to ensure your cancellation processes correctly and your premium access ends on your next renewal date.

If lumen bills you directly (through their website or app)

1. Open the Lumen app on your phone or visit your Lumen account on their website using your registered email.
2. Navigate to Account Settings or My Account (usually found in the menu or profile icon).
3. Locate the "Subscription," "Membership," or "Billing" section.
4. Select "Cancel Subscription" or "Manage Subscription" and follow the on-screen prompts.
   • Lumen may ask you why you're cancelling; you can skip this or provide feedback if you wish.
   • Confirm the cancellation when prompted.
5. Screenshot the cancellation confirmation page immediately.
6. Check your email within 5 minutes for a cancellation confirmation message from Lumen. If you don't receive one, contact Lumen support immediately with your account email and order number.
7. Warning: Do not close the app or browser until you see the final confirmation. Incomplete cancellations can fail silently.

If apple app store bills you

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Select "Subscriptions."
4. Find and tap "Lumen" in the list.
   • If you don't see it immediately, scroll down; some subscriptions appear at the bottom.
5. Tap "Cancel Subscription" or "Edit Subscription."
6. Confirm the cancellation by following Apple's final prompt.
   • Apple shows your renewal date; note this date as your final billing date.
7. Return to the same screen to verify the status now shows "Cancelled" or displays an expiry date instead of a renewal date.
8. Apple sends a cancellation confirmation email to your Apple ID email address within minutes.
9. Pro tip: Screenshot your Subscriptions screen showing Lumen as cancelled, as proof for Stopee or CASE if billing disputes arise.

If google play store bills you

1. Open the Google Play Store app on your Android phone.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions."
4. Tap "Subscriptions."
5. Find and tap "Lumen."
6. Select "Cancel subscription" at the bottom of the screen.
7. Google displays your final billing date; confirm and complete the cancellation.
   • You may see a retention offer (a discount to keep your subscription); decline this unless you genuinely wish to stay.
8. Return to your subscriptions list to confirm Lumen no longer appears or now shows as inactive.
9. Check your Gmail inbox for a cancellation email from Google Play.

If you cannot cancel through your preferred method

1. Visit the Lumen website and locate their support or contact page.
2. Email Lumen support directly at support@lumen.me with the subject "Subscription Cancellation Request."
3. Include in your email:
   • Your full name and registered email address
   • Your order or account number (found on your receipt or in your account settings)
   • Your current billing method (Apple, Google, or direct)
   • Your reason for cancellation (optional, but helpful)
   • A clear request to cancel effective immediately or at the next renewal date
4. Request a written confirmation from Lumen once the cancellation is processed.
5. Allow 3-5 business days for Lumen to respond.
6. Warning: If Lumen does not respond within 7 days, escalate to Stopee or file a complaint with CASE.

What happens after you cancel your lumen subscription

Cancelling your subscription doesn't mean losing access immediately. Understanding the timeline protects you from surprise charges and helps you plan your transition to the free app version.

Access during and after your final billing period

Your premium features remain active until the end of your current billing cycle. If your renewal date is 15 days away when you cancel, you retain full premium access for those 15 days at no additional cost. After that date, your account automatically downgrades to the free tier.

You will not be charged again after the final billing date shown at cancellation. If you see another charge after that date, contact your billing provider (Lumen, Apple, or Google) immediately and file a dispute.

Your device and data after cancellation

Your Lumen device continues to function indefinitely. The handheld device does not require an active subscription to measure your metabolism or record data locally. You simply lose access to advanced app features like AI coaching, detailed meal planning, and cloud sync.

Your historical metabolism data remains stored in your account (tied to your email) unless you request deletion. Stopee recommends downloading or screenshotting your key insights while you still have premium access, in case you decide to cancel permanently.

Refunds and what to expect

Lumen's refund policy is non-automatic for subscriptions already billed, but you have legal avenues if circumstances warrant a refund.

Standard refund policy

Lumen does not automatically refund subscription fees for periods you've already used. If you cancel mid-month, you lose access to the unused portion without compensation under their standard terms. However, this policy is not absolute under Singapore law.

If you purchased a device bundle and are unhappy with the device itself or if you were misled about its functionality, you may qualify for a refund under the Consumer Protection (Fair Trading) Act. Defective devices or material breaches of product descriptions create refund rights regardless of Lumen's non-refundable language.

When you can request a refund

• Billing errors: If you were double-charged, charged without consent, or charged after cancellation, request a refund immediately with proof.
• Defective device: If your Lumen device fails to function or was damaged upon arrival, you have 30 days to claim refund or replacement.
• Misleading information: If Lumen's marketing or terms misrepresented features or billing, document this and request a refund.
• Cancellation within 14 days: Some online retailers in Singapore honor a 14-day "cooling-off" period from purchase. Check your original receipt to confirm if this applies.

How to request a refund

Contact Lumen support with your receipt, account email, and a clear explanation of why you believe you qualify for a refund. Provide specific dates and amounts. Apple and Google customers should first request a refund through their respective app store support channels, as they may honor refunds where Lumen doesn't.

If Lumen or the app store denies your refund, escalate to CASE with documentation. Stopee has helped thousands of consumers recover refunds by providing clear evidence and referencing consumer protection law, and CASE can assist you at no cost.

Common mistakes when cancelling lumen

Cancellation is straightforward when you follow the right path, but small errors can leave you subscribed and charged longer than intended. We've seen these mistakes delay or completely fail cancellations.

Cancelling in the wrong place

The biggest mistake is cancelling through the wrong billing channel. If Lumen bills you directly but you try to cancel through Apple, your subscription remains active and you get charged again. Always confirm your billing source in your most recent receipt before clicking cancel.

Not confirming your cancellation

Closing the app or browser before you see a final confirmation page leaves your cancellation incomplete. Always wait for the confirmation screen and the follow-up email before assuming you're cancelled. Screenshot both as proof.

Cancelling too close to your renewal date

If you cancel within 24 hours of your renewal date, the system may process your renewal before your cancellation request takes effect. Cancel at least 2-3 days before your renewal date to be safe. Check your renewal date in your Subscription or Billing settings.

Forgetting to check for retention offers

When you cancel through Apple or Google, you may see a discount offer to keep your subscription. These retention offers are designed to delay your decision. If you've genuinely decided to cancel, decline them. You can always resubscribe later at the full rate if you change your mind.

Pre-cancellation checklist

Use this checklist to prepare for cancellation and ensure you retain everything important from your Lumen account.

Comparing your options: keep or cancel lumen

Before you finalize your cancellation, weigh whether the free tier or a short pause might better serve your situation.

Many users cancel premium but keep the free app to maintain occasional metabolism checks without spending money. This hybrid approach lets you decide later if you want to return to premium without losing your device or account.

Contact information and escalation for lumen in singapore

If Lumen does not respond to your cancellation request or refund claim within 7 business days, escalate using the contact details below. Stopee recommends always emailing support first (for written proof) before escalating to regulators.

Lumen support contact

Lumen's Asia Pacific headquarters is registered in Singapore. For cancellation and billing inquiries, email support@lumen.me or visit their website to access live chat support during business hours.

In your email, reference this guide and clearly state your request. Request a written confirmation and a specific resolution date.

Escalation to CASE

If Lumen fails to respond or refuses to honour your cancellation or refund rights, file a complaint with the Consumers Association of Singapore (CASE).

• Website: www.case.org.sg
• Phone: 6100 0315
• Email: enquiry@case.org.sg
• Address: 170A Clemenceau Avenue, Singapore 239920

CASE provides free mediation and can compel Lumen to respond to legitimate refund and cancellation claims. Provide CASE with all documentation: receipts, billing statements, cancellation requests, and Lumen's responses (or lack thereof).

Disputing charges with your bank or app store

If Lumen continues charging you after cancellation, contact your bank immediately to dispute the transaction. Most banks in Singapore offer chargeback protection for unauthorized or repeated charges. Apple and Google also honor refund requests for unauthorized or duplicate charges within 90 days of the transaction.

File a dispute with your payment provider before escalating to CASE if speed is critical. Stopee recommends doing both simultaneously for faster resolution.

Why stopee helps you cancel confidently

Cancelling a health app subscription shouldn't require detective work or legal knowledge. Stopee exists to translate confusing cancellation policies into clear, actionable steps so you stay in control of your subscriptions and spending.

Whether your cancellation goes smoothly or Lumen resists your request, Stopee has the process, the legal framework, and the escalation routes to help you succeed. Stopee has helped thousands of consumers cancel subscriptions they no longer want, recover refunds they're entitled to, and hold companies accountable when they hide cancellation behind dark patterns or unresponsive support.

Your time and money matter. If your Lumen subscription no longer serves your goals, cancelling is your right. Use this guide, follow the steps for your billing method, and don't hesitate to escalate to CASE if you encounter resistance. Stopee is always here to back you up with facts, consumer law, and clear next steps.