Which consumers were eligible for Lumosity refunds and how was the claims process administered?
Executive summary
Lumosity offered two distinct refund streams: routine, policy-driven refunds for recent purchases and subscription plans (a 30‑day money‑back guarantee for many non‑monthly plans and specific platform exceptions) and a separate, court‑enforced redress under a Federal Trade Commission settlement that targeted customers allegedly misled by Lumosity’s advertising from 2009–2016 (with notice and claims administered by a settlement administrator) [1] [2] [3] [4]. The routine process hinged on the company’s Payment Policy and Help Center forms, while the FTC settlement used mailed/email notifications, claim numbers/PINs, and a settlement administrator to vet and pay eligible claimants [1] [2] [5].
1. Who qualified under Lumosity’s everyday refund policy
Lumosity’s public Payment Policy said most subscriptions bought at Lumosity.com — notably yearly, two‑year and lifetime plans — carried a 30‑day, 100% money‑back guarantee if customers contacted Customer Service within 30 days of purchase, while the monthly subscription was excluded from that guarantee and purchases through Apple’s iTunes/App Store were governed by Apple’s non‑refund policy [1] [6]. The Help Center reiterated that refunds were available for purchases or renewal charges made through Lumosity.com or Google Play within the last 30 days (with some exceptions), and advised users to submit refund requests via a Refund Request form or the in‑account “View Eligible Refunds” link, or to contact support if no eligible refunds appeared [2] [7]. Lumosity’s guidance also instructed customers to include specific payment identifiers — PayPal email or the bank statement line item such as “Lumosity.com*Ug1r23” — to help locate charges [2] [8].
2. Who qualified under the FTC settlement and how eligibility was defined
The FTC enforcement action produced a separate redress pool tied to alleged deceptive advertising; press reporting and settlement notices described a roughly $2 million settlement and said that customers who were eligible for redress would be notified and given a way to claim refunds, with the company required to provide cancellation options for auto‑renewals covering a multi‑year window [3] [4]. Reporting of the claims process noted that some claimants who subscribed during a defined period (reported examples cite Jan. 1, 2009 through Dec. 31, 2014) and who met a minimum spending threshold (one source cited $239 total) might be entitled to settlement refunds, and that eligible claimants should have received a Claim Number and PIN to file a claim with the settlement administrator [5].
3. How the claims and refund administration worked in practice
For routine company refunds, Lumosity’s Help Center and Payment Policy directed customers to submit requests via an online refund form or by emailing support, promising responses generally within about two business days and explicitly noting that purchases made via Apple required dealing with Apple’s support [2] [7] [1]. The FTC settlement used a third‑party refund administrator who mailed or emailed notices and assigned Claim Numbers/PINs; claimants were expected to use those credentials or follow the administrator’s instructions to receive payment — a process documented in settlement‑related consumer notices and reporting [5] [3]. Outside these mechanisms, Lumosity’s policies also warned that certain fees (taxes, surcharges) and platform‑specific restrictions could affect refunds, and that Lumosity would not honor pro‑rated refunds for partially used periods unless otherwise stated [1] [6].
4. Friction points, platform caveats and notification issues
Multiple sources highlighted recurring friction: purchases routed through Apple or sometimes Google Play were subject to the app platforms’ refund rules rather than Lumosity’s own, complicating eligibility and requiring customers to pursue refunds through those third parties [1] [2]. Settlement reporting and consumer threads noted that some subscribers worried they had not received settlement notices or claim credentials even if they believed they qualified, and consumer guides pointed to the need for clear line‑item evidence on bank statements to expedite support lookup — signaling practical hurdles in both routine and settlement claims [5] [2].
5. Bottom line and limits of available reporting
Taken together, the available documentation distinguishes routine, policy‑based refunds (30‑day guarantee for non‑monthly Lumosity.com plans, not Apple purchases) from the FTC settlement‑driven redress that applied to certain past subscribers allegedly misled by advertising, with claims administered via a settlement administrator who issued claim numbers and vetted eligibility [1] [2] [5] [3]. Reporting and help pages provide concrete procedural steps and platform caveats but do not supply exhaustive lists of every eligible individual or the final distribution tally; where sources are silent on specific claim outcomes or exact notice lists, reporting limits prevent deeper confirmation [5] [3].