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.