Lumisupport.me Charge: Cancel, Refund, or Dispute With Your Bank

A charge from lumisupport.me on your bank or credit card statement is a recurring subscription fee from Lumi, a mobile styling and fashion app. It almost always traces back to a style quiz you completed inside the app, where entering payment details for what looked like a free or low-cost trial enrolled you in an auto-renewing plan. To stop it, cancel the subscription through the app, the Lumi website, or your device’s app store, then request a refund from Lumi or dispute the charge with your card issuer.

Why the Charge Is There

Lumi markets itself as a personalized styling service that delivers outfit recommendations and style plans.¹²³ Because the name on the statement doesn’t match the app people remember downloading, many consumers assume the charge is fraud. In most reported cases it is not fraud but an auto-renewal from a subscription triggered during onboarding.

Amounts vary. Consumers filing complaints with the Better Business Bureau have reported charges of $24.72, $44.99, $49.99, $70 CAD, and $99.99, on billing cycles that can be weekly, monthly, six-month, or annual. Lumi’s own terms don’t publish a fixed rate, referring instead to the price shown on the payment screen at signup.⁴

How to Cancel the Subscription

Deleting the Lumi app from your phone does not cancel the subscription. Lumi states this in its terms and repeats it in complaint responses, and the auto-renewal will continue billing your card until you cancel through a proper channel.⁴⁵ Use whichever method matches how you signed up:

In the app, tap the “Me” icon, then “Settings,” then “Manage Membership,” and turn off auto-renewal.¹
On the Lumi website, log in at lumi-app.co, open your profile, choose “Account Management,” then “Manage Subscription,” and click “Unsubscribe.” The older lumi.place domain also has an “Unsubscribe” page that accepts your email.¹⁴
If you subscribed on an iPhone, cancel through Apple: open Settings, tap your Apple ID, go to “Subscriptions,” find Lumi, and select “Cancel Subscription.” When the subscription runs through the App Store, Apple handles the billing, so canceling there is what stops the charges.¹
To contact Lumi directly, email customer.care@lumi-app.co (the current address) or customer.care@lumi.place (the older one, which may still work). A phone number is listed at +1-844-701-1660.³

Canceling stops future charges. It does not automatically refund what you’ve already paid, and you keep access to the subscription features through the end of the current billing cycle. To avoid the next charge, cancel at least 24 hours before the current period ends.⁶

How to Get a Refund From Lumi

Lumi’s refund policy runs in tiers. Within 48 hours of purchase, a full refund is available with no explanation required.⁷ Within 14 days, a full refund is available if you have not moved past the initial onboarding process. A “non-usage” refund is available at any time if you never used the service beyond onboarding.⁸

Some regions have stronger statutory rights layered on top:

EU and UK residents have a 14-day withdrawal period from the date of purchase or the start of a free trial.⁸
Brazil residents have a 7-day withdrawal period.⁸
California residents can cancel for a full refund until midnight of the third business day after the date of purchase.⁶

If you subscribed through the Apple App Store, the refund request goes to Apple at reportaproblem.apple.com, not to Lumi.⁶⁹ Canceling through Apple by itself will not produce a refund.

For purchases made directly on the website, email customer.care@lumi-app.co. Lumi’s terms say web purchases are “non-refundable or exchangeable” as a general rule, while stating the company will honor mandatory statutory rights. In BBB complaints, Lumi has frequently issued refunds it calls “goodwill gestures,” including in situations that fell outside the stated windows.⁶⁵

Disputing the Charge With Your Card Issuer

If Lumi will not refund the charge, you can dispute it with your credit card issuer. Under the Fair Credit Billing Act, you have the right to dispute billing errors in writing within 60 days of the statement date on which the charge appeared. The card issuer must acknowledge your dispute within 30 days and resolve it within 90 days, and you can withhold payment on the disputed amount while the investigation runs.¹⁰

The Consumer Financial Protection Bureau recommends calling your card issuer as soon as you spot the problem and following up with a written notice to preserve your rights.¹¹ Keep copies of everything and note the dates of your calls.

One caution on the order of operations. Lumi’s terms state that initiating a chargeback or payment reversal may result in “immediate termination” of your account.⁶ If you’re done with the service, that consequence may not concern you. But several BBB complaints describe banks siding with Lumi in the chargeback process, after which Lumi refused any further refund on the grounds that the payment processor had already ruled the charge legitimate.⁵ Asking Lumi for the refund first, and escalating to a chargeback only if that fails, tends to leave more options open.

What the Complaint Record Suggests About Getting Results

Lumi is not accredited by the Better Business Bureau and has 392 complaints in the past three years, with 242 closed in the most recent 12-month period. The complaints describe a consistent pattern: consumers say they were funneled into a subscription through the style quiz without fully understanding they were agreeing to recurring payments, and many report difficulty reaching a person when they tried to cancel, with email replies they describe as scripted or bot-generated. Lumi has said its support email is “fully operational.”⁵

App Store reviews echo similar accounts, including users who say they were charged despite canceling before a trial ended and users whose cards continued to be charged after they deleted the app.¹²

In the BBB record, Lumi’s typical response asks for the email tied to the account, then explains the auto-renewal terms shown at signup. In many cases the company then issues a refund labeled a “goodwill gesture” to close the complaint, even when the request sits outside its published refund window.⁵ For consumers who could not get a refund by emailing support, filing a BBB complaint has been an effective next step.

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Lumi. Lumi App Home Page
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Lumi. Contact Us
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Lumi. Contact Us
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Lumi. Subscription Terms
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BBB. Lumi Complaints
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Lumi. Terms of Use
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The Inspiration Edit. Lumi Styling App Refund Policy Explained
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Lumi. Money-Back Policy
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Apple Support. Check Your Purchase History
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FTC. Using Credit Cards and Disputing Charges
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CFPB. How Do I Dispute a Charge on My Credit Card Bill
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Apple App Store. Lumi Styling and Shopping Reviews