Cancel Luna the easy way

Overview

Luna is a service operated by LUNAPAY LIMITED that offers wellbeing and health support aimed at teenagers and young people. Offerings referenced publicly include subscription access to content and specialised apps described as AI companions and moon calendar utilities. Pricing tiers vary by product and by distribution channel.

Core features

Features vary by plan and product: guided wellbeing content, AI companion chat access, and calendar tools for tracking cycles and mood. Some Luna-branded products are also bundled with other platforms or provided as standalone apps.

Company facts

Web - cancel via Luna account

1. Open the Luna app or visit the Luna website and log in to your account.
2. Go to Account or Settings then Subscriptions.
3. Select the active subscription you want to cancel and choose Cancel subscription.
4. Keep the on-screen confirmation and any confirmation email as proof.
5. You will retain access until the end of the current billing cycle.

iOS - cancel an Apple-billed Luna subscription

1. Open iPhone Settings, tap your name, then Subscriptions.
2. Find the Luna subscription and tap Cancel Subscription.
3. Save the Apple confirmation email or take a screenshot of the subscription page showing Cancelled status.
4. Contact Apple Support if you need a refund; Luna cannot cancel Apple-billed subscriptions directly as stated in Luna terms Official terms.

Android - cancel a Google Play-billed Luna subscription

1. Open Google Play Store, tap your profile, then Payments and Subscriptions, then Subscriptions.
2. Select Luna and tap Cancel subscription.
3. Keep the Google Play confirmation email or receipt screenshot.
4. Request refunds via Google Play if eligible; Luna cannot cancel Play-billed subscriptions directly as stated in Luna terms Official terms.

Email - written cancellation

1. Send an email to [email protected] with your full name and the email or phone number linked to your account and the phrase Cancel subscription.
2. If requesting a refund, include order number and date of purchase; sign and date the message if requested.
3. Keep the email thread and any reply as proof.

Post - registered letter

1. Write a signed cancellation notice that includes your name, contact details linked to the account, and clear statement that you Cancel the subscription.
2. Send it by registered post to: Luna, Attn: Cancellations, Ground Floor, Cromwell House, 15 Andover Road, Winchester, SO23 7BT, United Kingdom.
3. Keep the registered post receipt as proof of delivery.

Moving - change of residence

If you need to cancel because you are moving and the service is no longer usable at your new address, provide proof of new address such as a utility bill, tenancy agreement or official change of address document. Luna's publicly available material does not list specific accepted documents for relocation; include your account details and the proof when you contact Luna.

Price increase

If Luna increases the price of your subscription, you have the right to refuse the change and cancel the contract. Submit a clear cancellation notice quoting the price increase and date it. Under the Consumer Rights Act 2015 and the CMA guidance on auto-renewals, Luna must allow termination without penalty for contractual price increases that you do not accept.

Death of subscriber

To cancel an account after the death of the subscriber, provide a copy of the death certificate and proof of your authority (executor or next of kin). Luna's published terms do not list specific obligations; send documents to [email protected] or the postal address and keep delivery proof.

Legitimate grounds accepted by Luna

Research does not publish a definitive list of legitimate grounds that Luna accepts automatically. For potential legitimate reasons - for example, prolonged service failure or inability to access a paid feature - collect evidence such as screenshots, timestamps, and order numbers and send them to [email protected]. If service quality is at issue, Consumer Rights Act 2015 requires services to be provided with reasonable care and skill.

End of commitment

If your subscription had a fixed minimum term (not publicly disclosed for Luna), cancel at the end of that term via account settings or by written notice before renewal. If a minimum term applies, it should be stated in your original contract; check your order confirmation email for dates.

Cooling-off (14 day right)

For subscriptions bought online, the Consumer Contracts Regulations 2013 give a 14 day cancelation right from the date of contract conclusion, with a full refund if digital content has not been downloaded or streaming not consented to immediate access. The UK renewal cooling-off rules in the Consumer Rights Act 2024 also provide rights for renewal periods; see statutory text for details.

Before you cancel: negotiate

No public reports of standard retention offers from Luna were found in the research. To request a retention offer, contact support at [email protected] and ask for a subscription pause, discount or alternative tier. Provide your account email, the current plan, and a concise reason for cancelling. If your subscription was taken via Apple or Google Play, request assistance from those providers as Luna cannot change those subscriptions directly according to Luna's terms Official terms.

What cancelling saves you - yearly calculations

Use your exact plan price to calculate savings per year. Examples from Luna's publicly listed plan prices:

• Luna Premium at £8.99 per month: £8.99 x 12 = £107.88 per year saved.
• Luna (AI Companion) at £4.99 per month: £4.99 x 12 = £59.88 per year saved.
• Luna Standard via Amazon Prime is included with Prime at £8.99 per month or £89.00 per year; cancelling Prime removes Luna Standard access as part of Prime.
• Luna - Your Moon Calendar App yearly plan: £39.99 per year; cancelling saves £39.99 per year.

Cheapest alternative from research: the Luna moon calendar yearly plan at £39.99 per year is the lowest-cost Luna-branded option listed. For fitness-focused alternatives, LES MILLS+ is relevant but monthly pricing is not publicly disclosed on the LES MILLS UK page used in research.

Relevant UK law and regulator

Key legislation: Consumer Contracts Regulations 2013 (14 day cooling-off for online contracts) and Consumer Rights Act 2015 for service quality and unfair contract terms. The Competition and Markets Authority (CMA) enforces rules on auto-renewal and unfair subscription practices. The Consumer Rights Act 2024 includes renewal cooling-off requirements for subscription contracts; see statutory text.

Refunds and chargebacks

Luna's published policy states purchases are generally non-refundable, except where local law provides a right to refund. Subscribers in the UK have a 14 day right to a full refund under the Consumer Contracts Regulations 2013 when the digital content has not been accessed without consent. For Apple or Google Play purchases, refunds must be sought from those providers as Luna cannot process those refunds directly according to Luna's terms Official terms. If you paid by credit card, consider Section 75 chargeback or contacting your card issuer for disputes.

Escalation route

First complain to Luna by email or registered post. If unresolved, contact Citizens Advice for guidance, then Trading Standards or the CMA. For sector-specific ombudsmen, choose the one that covers the payment or service type. Keep copies of all correspondence and proof of postage.

Check access and final billing

Keep the cancellation confirmation and monitor your bank or card statement for any unexpected charges. You will retain access until the end of the current billing cycle; check the expiry date in your account and the final invoice or receipt.

Data and account re-activation

If you want to keep data, export any saved notes or settings before deleting the account. To re-activate, log back into your account and subscribe again; previous data retention policies are not publicly disclosed by Luna, so export critical information prior to deletion.

If you believe you are due a refund

If you cancelled within 14 days and meet the statutory refund conditions, contact [email protected] with order number and dates. For Apple or Google Play purchases request refunds through Apple Support or Google Play Support because Luna cannot process those refunds directly as stated in Luna's terms Official terms.

Use this checklist to confirm cancellation is complete and documented.

• Log in to your Luna account and cancel in Account > Subscriptions.
• Save on-screen confirmation and any confirmation email.
• If purchased via Apple or Google Play, cancel in the provider settings and save their confirmation.
• If requesting a refund within 14 days, email [email protected] with order number and date, or contact the store that billed you.
• If sending a registered letter, use the Winchester cancellations address and keep the receipt.
• Monitor your bank statement for two billing cycles to confirm no further charges.
• Export important account data before deleting the account, since data retention is not publicly detailed.