Illume Support

Subscription

Illume offers an automatically renewing subscription with a free trial. The plans available to you, their prices in your local currency, and the length of the trial are shown inside the app before you buy, and on the Illume listing in the App Store and on Google Play.

Payment is taken by Apple or by Google, depending on where you installed Illume — not by us. Unless you cancel before the current period ends, the subscription renews automatically and the store charges your payment method for the next period.

If a free trial converts to a paid subscription, you are charged when the trial ends unless you cancel within the window that store specifies. Deleting the app from your phone does not cancel a subscription.

Full details are in the Terms of Service.

Restore purchases

If you have reinstalled Illume, changed phone, or your membership is not showing, restore it from inside the app: open Settings in Illume and choose Restore purchases.

Two things to check first:

• You are signed in to the same account that bought the subscription — the same Apple ID on iPhone or iPad, or the same Google account on Android. Purchases belong to the account that made them and cannot be moved to another one.
• You have a working internet connection — restoring asks the store to confirm the purchase.

If it still does not appear, email support@illumeai.app and tell us the Apple ID or Google account email you purchased with and roughly when. We can look up the subscription from our side.

Cancel subscription

Subscriptions are managed by the store you bought them from, so cancellation happens there rather than in Illume.

Apple App Store

1. Open the Settings app on your iPhone.
2. Tap your name at the top.
3. Tap Subscriptions.
4. Tap Illume.
5. Tap Cancel Subscription.

Google Play

1. Open the Google Play app on your Android device.
2. Tap your profile icon at the top right.
3. Tap Payments & subscriptions, then Subscriptions.
4. Tap Illume.
5. Tap Cancel subscription and follow the prompts.

Cancelling stops the next renewal. You keep access until the end of the period you have already paid for, and you are not charged again after that. To avoid being charged at the end of a free trial, cancel before the trial ends.

Refunds are handled by the store, not by us. We cannot issue a refund for a purchase Apple or Google processed. For an App Store purchase, request one at reportaproblem.apple.com using the Apple ID that made it. For a Google Play purchase, request one from your Google Play subscriptions, subject to Google’s refund policy.

Delete account

You can delete your Illume account and the personal information attached to it from within the app, where that option is available, or by emailing privacy@illumeai.app from the address on your account. We may need to verify your identity before we act on the request.

Deletion removes your account and associated personal information within a reasonable period, unless we are required or permitted by law to keep something. Copies may persist briefly in backups.

Deleting your account does not cancel your subscription. Those are two separate systems — the account is ours, the subscription is Apple's. Cancel the subscription first using the steps above, then delete the account, or you may continue to be charged for an account that no longer exists.

What we hold and how long we keep it is set out in the Privacy Policy.

Contact support

Email support@illumeai.app. We answer every message.

You will get a faster answer if you include:

• your device and iOS version — iPhone Settings → General → About;
• the Illume version, shown in the app's Settings screen;
• what you expected to happen and what happened instead; and
• a screenshot or screen recording, if something looks wrong.

For anything about your personal information — access, correction, deletion, or a privacy question — write to privacy@illumeai.app. For legal matters, legal@illumeai.app.

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