1. The short version
- Email [email protected] with a short description and your app and iOS versions.
- Subscription billing, cancellation and refunds are handled by Apple; deleting Lume does not cancel Plus.
- Export a JSON copy in Settings before a reset or reinstall. We cannot recover data stored only on your device.
- You can erase local data, reset learning or ask us about privacy without a paid subscription.
- Lume is for ages 13+ with parental consent where required; AI and wellbeing features are not medical or emergency support.
Version 1.0 · Effective October 25, 2026. These steps describe the available controls; some labels and features can vary by app version.
2. Contact support
Email [email protected]. Lume is operated by Surovtev Alexandr, individual entrepreneur, Republic of Moldova. You can write in English or Russian. Helpful subjects are “Lume — app issue”, “Lume — subscription”, “Privacy request” or “Lume — accessibility”. For a security concern, use “Lume — security” and do not post private details publicly.
Briefly explain what you tried and what you need. We do not offer emergency monitoring or guarantee an immediate response; statutory privacy-request deadlines still apply.
3. Details that help
Include your Lume version, iPhone or iPad model, iOS/iPadOS version, language, the affected feature, expected result and what happened. If possible, add short steps to reproduce it and whether you were offline. A cropped, redacted screenshot can help.
Do not send passwords, card details, a complete planner export, Health/cycle records or unredacted private tasks. For purchase issues, state whether the same Apple Account is being used; do not disclose its password. We will ask for limited additional information only if needed.
4. Manage, cancel, restore or refund Plus
Lume Plus has monthly and yearly auto-renewing Apple subscriptions. Open iOS Settings → your name → Subscriptions → Lume, or Apple Subscriptions. Cancel at least 24 hours before the current paid or trial period ends. Any trial and the price after it are shown by the App Store before purchase. Deleting the app, erasing its data or emailing us does not cancel a subscription.
If Plus is missing, connect to the internet, check you are using the Apple Account that made the purchase, then choose Restore purchases on the Lume purchase screen. Wait for Apple and RevenueCat to refresh access. If it still fails, tell us the app version and the error shown, without payment credentials.
For refunds, use Apple’s refund service. Apple handles the request; mandatory consumer rights remain unchanged. The Terms of Use explain renewal and billing in full.
5. Export or erase your data
To export: open Settings → Privacy & data → Save a copy, then save the JSON file from the share sheet to a location you control. Keep it private. Health and cycle records are excluded from this general export; it is not a complete backup of every device setting.
To erase: open Settings → Account & subscription → Delete data from this iPhone. Save a copy first if needed, read the consequences and confirm the final deletion. This clears local Lume records and associated local state; it cannot be undone through support. Removing the app also removes its local app data, but offloading the app is different and can preserve documents.
Erasing does not cancel Plus, remove files you exported or shared, delete originals in Apple Health, erase Apple-managed backups or automatically delete purchase/support records held by providers. Manage those copies separately or contact us about data we hold. Do not reinstall as a first troubleshooting step if you have no usable copy.
6. Reset learning and manage permissions
Open Settings → What Lume knows about me to review supported findings, correct information and pause or reset learning. The reset action (“Reset learning” / “Forget what Lume noticed”, depending on version) starts learning again from that point; it keeps your tasks, habits and answers. It is different from erasing all data.
Manage notification, microphone, Calendar and Screen Time access in iOS Settings, and Health access in Apple’s Health app. Disconnect sleep or cycle features using their in-app controls if you also want to remove Lume’s local copies. Changing permission does not always erase previously imported local data. Decline cloud AI at its consent prompt or withdraw consent through the app’s cloud-AI controls where the feature is available; this stops future sharing.
7. Privacy requests
Write to [email protected] with “Privacy request”, your country, the right you wish to exercise and enough information to locate the relevant support or purchase interaction. Rights may include access, correction, deletion, restriction, portability, objection, withdrawal of consent and a complaint to a supervisory authority. We reply within the applicable legal deadline, normally one month under the GDPR, with notice of any lawful extension.
There is no Lume account, and we cannot remotely read or delete data that exists only on your device. We may need reasonable verification for data we hold. Do not attach identity documents unless specifically requested and necessary. Local export, erase and learning controls remain available without Plus. See the Privacy Policy for details.
8. Common issues and known limits
- No reminders: check Lume’s notification permission, reminder settings and iOS Focus. Notifications are local and depend on system settings.
- Missing Calendar or Health information: check the selected source and permission. These integrations only read data; missing Health readings do not mean there was no sleep or no period.
- Voice input unavailable: support depends on the device, language, microphone permission and Apple speech-model availability. Model download may need internet; transcription itself runs on the device. You can type instead.
- Cloud AI or music unavailable: check internet access and feature availability in your version. Cloud AI additionally needs Plus and consent and can reach usage limits. A feature marked “Soon” is not enabled yet. Downloaded music can be used offline.
- Lost data or another device: Lume has no account-based sync or server copy of your planner. Ask us about an existing export before deleting anything; recovery is not guaranteed.
Lume is for users aged 13 and older, with parental consent where local law requires a higher threshold or agreement by a guardian. Its planning and energy, mood, sleep and cycle suggestions do not replace professional care. For an emergency, contact local emergency services.
9. Legal documents
Read the Privacy Policy and Terms of Use. For questions, contact Surovtev Alexandr, individual entrepreneur, Republic of Moldova, at [email protected].
Credits. Fire animation adapted from Noto Emoji by Google, CC BY 4.0. Colours changed. Noto Emoji.