Policy

Cancellation Policy

What happens when you need to cancel or change an appointment.

Exercise classes

Window: 2 hours before class start

Cancelled in time

No penalty - your weekly slot or free class token is preserved.
Your spot becomes available for other members.

Cancelled late or no-show

Counts as a late cancellation.
BASIC subscribers forfeit their weekly slot for that week.
If the booking was made with a free class token, the token is forfeited.

Red light bed sessions

Window: 24 hours before session start

Cancelled in time

Your credit is returned to your account and can be used to book another session.
Intro sessions (your first $49 bed visit) cancelled in the 24-hour window cannot be rebooked at the intro price.

Cancelled late or no-show

The session credit is forfeited (or the $49 intro charge is non-refundable).
We hold the equipment for you, so late cancellations cost the same as the session itself.

Red light laser sessions

Window: 24 hours before session start

Cancelled in time

Your credit is returned to your account.
You can rebook with any laser technician at a time that works for you.

Cancelled late or no-show

The session credit is forfeited.
The technician's time was reserved for you.

Subscriptions

Window: Anytime

What happens

Subscriptions can be cancelled at any time from your account page.
When you cancel, you keep access until the end of your current billing period - no prorated refunds.
PREMIUM red light credits earned in your current billing period stay available until that period ends.
Change your mind? Resume the subscription before the period ends from the Stripe Customer Portal.

No-shows

What happens

Marked as no-shows. Same effect as a late cancellation: the credit is consumed or the BASIC weekly slot is forfeited.
Repeated no-shows may result in restricted booking privileges. Contact us if you need to discuss extenuating circumstances.

Questions or exceptions? Contact us at support@lumina-reno.com or via the contact form. We try to be flexible for issues as real life happens! Please just let us know in advance when you can.