The purpose of this article is to communicate what the LUMO team is doing to handle daily operations, including customer support, software updates, and community communication during the global pandemic.
We know that LUMOplay systems play an important role in keeping young children, medically fragile patients, and care home residents active during this difficult time. We're dedicated to helping every customer throughout the pandemic.
The LUMOplay team is in Canada. We're under self-isolation orders, and our team is working from home for the foreseeable future. We're still working, and will be available to support customers during regular business hours.
If you can afford to pay, please do.
We'll continue to provide customer support throughout the pandemic, but like many companies, we've been impacted by the economic crisis. If you can afford to keep your subscription active, please do, or consider subsidizing an account for at-risk patients and self-isolating families who may not be able to afford LUMOplay right now. Contact us if you want to help someone in need.
Cancelling your LUMOplay subscription.
If you're using LUMOplay to encourage activity during quarantine and you cannot afford to pay your monthly fee, you can cancel your subscription. We'll reverse any charges for existing monthly subscriptions billed after March 22 as long as you contact us within 5 business days of being billed.
It takes 5-10 business days for funds to be returned to your bank, so if you need to cancel your subscription, you should do so right away.
You can cancel your subscription at any time to avoid being re-billed by following these steps: https://help.lumoplay.com/hc/en-us/articles/360037897973-How-to-cancel-your-subscription
Free apps and games for self-isolating families and patient care institutions.
If you need to cancel your subscription and downgrade to LUMOplay Free, but you need access to apps from the paid subscription, contact us and we will temporarily credit these apps to your account, free of charge. Just let us know which apps you need.
We're also working on a free game that will help parents and caregivers explain social isolation to small children, and we're hoping to publish it as soon as possible. Subscribe to our newsletter to be alerted when the game is available.
We want to hear from you.
Let us know what we can do to help. We're here for you.
We wish you, your families, and your friends safety, support, and peace. Please contact us if you have any questions, if you need help, or if you'd like to share your story with our team.