Cancellation Process
If you purchased an in-app subscription this is managed through Apple or Google Play directly
Cancelling Apple subscriptions:
Open your device’s Settings and tap on your Apple ID.
Navigate to Subscriptions.
Locate your Lumenate subscription and tap Cancel Subscription.
For more guidance, visit Apple Support: Cancel Subscriptions page.
Cancelling Google Play subscriptions:
Open the Google Play Store app.
Tap on your profile icon and go to Payments & Subscriptions > Subscriptions.
Find the Lumenate subscription and choose Cancel Subscription.
For more guidance, visit Google Play Support: Cancel Subscriptions page.
Important Notes:
Ensure your subscription is successfully cancelled by repeating these steps. It should state "expires on" or "you have cancelled your subscription".
Refund Request Process
Refunds for Lumenate app-store subscriptions must be requested through the platform used for purchase, as Lumenate does not handle these refunds directly.
It's important to note that requesting a refund via the App Store or Google Play Store must be done within 48 hours of subscribing. Whilst most refunds are granted within this timeframe, not all refund requests are approved by Apple & Google.
For Apple:
Apple manages all refunds for purchases through the App Store. You can request a refund by:
Visiting the Apple refund request page
Signing in with your Apple ID and selecting the subscription you wish to refund
Submitting the request and waiting for Apple’s review and decision
Refund approvals and processing times depend on Apple’s policies and may vary
For Google Play:
Google Play manages refunds for purchases made through its platform. To request a refund:
Provide the email address linked to your Google Play account and transaction details
Follow the on-screen prompts to submit your refund request.
Additional Scenarios
Refund unavailable:
If you are unable to request an Apple refund but have been charged, it is likely because the charge is still pending (this can take up to 48 hours). Refund requests can only be made after the charge has completed processing. To resolve this:
Apple receipts: Check for a purchase receipt or invoice from Apple by searching your email or Apple account records for confirmation.
Wait for clearance: In case of a pending charge, you will need to wait for it to fully process and receive a receipt email. Once the charge has cleared, you'll be able to visit Apple’s refund site to make the request.
Refund requests outside of the 48-hour period:
We can't guarantee the app stores will approve these requests but it's always worth trying. Apple and Google manage all of our in-app subscriptions, hence why all refunds need to be processed by them directly.
Apple/Google Play refund processing times:
We've seen that this can take between 3-5 working days to process, but sometimes it's instant! Whilst Apple and Google are normally quite good at refunding, we can't promise that they'll be able to return the money back to your account.
Trial cancellations:
If you cancelled your free trial but were still charged, start the refund process as outlined above. Apple or Google Play will review your request based on their trial and subscription policies.
Unused subscriptions:
You may be eligible for a refund if a subscription was not canceled before the trial period ended or was not used. Follow the refund request steps for your platform to initiate the refund.
Summary
Cancellations must be completed via Apple’s App Store, Google Play Store or the web portal based on where the subscription was purchased.
Refund requests are also handled by the respective platforms and are subject to their approval processes.
For further assistance or technical issues with the cancellation and refund process, refer to the relevant support pages: