A member of our team will reach out to you directly via email to provide assistance.Nessus® is the most comprehensive vulnerability assessment tool on the market today. We would be happy to investigate this and rectify this situation as soon as possible. That's against our policy and it's definitely not our standard nor something we strive for. Kindly note that we would never charge our customers intentionally for a canceled subscription. We can confirm that you canceled your subscription for all further orders on August 21, 2022, and in our system, we can also see that you were not charged for another order again in September. Upon further investigation, we were unable to find any cancellation attempts or requests in our system prior to the renewal date. We would be glad to rectify this situation. Looking into this further we can see that you were charged on July 21, 2022, for only the cost of the trial shipping, and then again on August 20, 2022, for a subscription order. We’re so sorry that you had a negative experience! Looking into this we can see that the courier has marked the packages as "returned to sender" because of the incorrect shipping address. Hi Korrime, Thank you for leaving a review. With that said, we apologize for any inconvenience you experienced, and we’ll certainly forward your feedback to our customer experience team. We take your feedback to heart and will work tirelessly to improve the customer experience for everyone. However, we understand that some of our customers may regrettably overlook our renewal terms and their ability to delay/cancel a subscription. Many of our customers enjoy the set-it-and-forget-it aspect of having their skincare products automatically replenished with a subscription and utilize their subscription’s delay feature when need be. With that said, we sincerely apologize for any inconvenience you experienced. While our services don’t currently include a reminder feature, we are always looking for ways to improve our communication. Our subscriptions are set to renew 30 days after a free trial’s order date to avoid interrupting our customer’s new Lumin routine. Our site displays notices to inform our customers that if they choose not to cancel or extend their trials, either through their account portal or by contacting our Support Team, a subscription order will be automatically created and billed 30 days after their free trial’s order date. We're very sorry to hear that you had a negative experience. I find the prices a little high, but I've been able to buy my favourite products on sale. On the whole, I am very happy with lunim. I once had a problem with one delivery and I initiated a chat with the customer support and they sent me a replace delivery very quickly. He also liked the shaving cream that came as gift. My husband tried it as well and liked it. I've also purchased the silicone face scrub and I use it. I like the gel, but my skin still becomes a bit oily at the end of the day and when I wake up. I've subscribed a bundle of cleanser and rub and last month I decided to try the super biome gel moisturising and I've been using this trio twice a day every day. I absolutely loved the cleanser and the rub, but the balm not so much, it makes my skin too oily the whole day. I am a woman and I saw an ad where a woman was using the lumin exfoliating rub and I decided to order for myself the free trial bundle of moisturising balm, charcoal cleanser and exfoliating rub for oily skin. We look forward to speaking with you and assisting you further! Thank you for your understanding. As we cannot locate your Lumin account or order, we will reach out via Trustpilot to request additional information to help us identify your Lumin account. We want to ensure we can look into your concern and assist you accordingly. When our customers receive an offer, its terms and conditions are explicitly communicated to inform our customers that if they wish to cancel their subscriptions after accepting our free gifts they may do so by contacting our support team. Please know that when a customer confirms the addition of a gift on their next subscription order, the customer is unable to cancel their subscription through their Lumin account. Our customers can cancel their subscription at any time through their account portal or by contacting our customer support team. The only time our customers are automatically charged is if their subscription was not canceled before the renewal date. Please know that it's against our terms to charge our customers for our products without their permission. Hi Jim, Thank you for leaving a review, and we're sorry to hear you had a negative experience.
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