Enrollment, Eligibility & Requirements

Enrollment.

The Loyalty Program is a built-in feature of LUNA®. Enrollment is automatic upon the start of a customer's subscription. In order to maintain the benefits of the Loyalty Program, a customer must:

• Maintain an active account that does not remain delinquent on payment for more than one (1) month past any given Billing Cycle Anchor (see "Requirements" for more details);
• Maintain an active account that does not go inactive (i.e. subscriptions cannot pause nor cancel);
• Maintain their current plan without switching to a different plan;
• Not transfer their subscription to any other individual or third-party.

If the above conditions are met, the customer's access to LUNA® will continue at their current rate, even when that pricing plan is no longer available to new customers. Furthermore, while receiving Loyalty Program benefits, a customer may, as needed, update their account details including the payment method used to maintain their subscription.

Eligibility.

As the Loyalty Program is an automatic enrollment program, all current and new customers are eligible by default.

If a previous customer who no longer has an active account with LUNA® signs up to reactivate their inactive account, that customer will automatically enroll in the Loyalty Program and receive the benefits of consistent pricing as it is at the time of their most current account reactivation.

Requirements.

All subscriptions are charged on either a monthly or yearly recurring basis. When a customer begins a new subscription, a Billing Cycle Anchor is established as the date on which the subscription was started. The Billing Cycle Anchor is used by the third-party payment processor Stripe (www.stripe.com) to transact payments for the subscription.

When the Billing Cycle Anchor falls on a day of the month that does not apply to all months (for instance, on the 31st of a month with 31 days in it), the last day of the month will be the Billing Cycle Anchor for that month.

Customers are responsible for maintaining a valid payment method that is associated with their account, and ensuring that funds are available when the recurring payment transaction takes place. Customers can use the application's secure login page to login to their account and update their payment method details online. The payment method details are stored securely by Stripe. No payment method details are stored on this website or within the LUNA® application.

If a customer is unable to make their required payment upon a payment attempt by Stripe, their account will become delinquent. If a customer is unable to make their required payment within one (1) month of the Billing Cycle Anchor, their account will become inactive. Delinquent accounts are not current on payment, but are still allowed full access to the application until the next Billing Cycle Anchor. Delinquent accounts also maintain "good standing" in the Loyalty Program and continue to receive full program benefits. Only if and when an account becomes inactive do Loyalty Program benefits terminate. Inactive accounts are disallowed from logging into the application. Inactive accounts which are reactivated automatically enroll back into the Loyalty Program at the current plan pricing available at the point of account reactivation.

Prior to a customer's account becoming inactive:

1. Stripe will attempt to charge the customer's payment method up to four (4) times within one (1) month past the Billing Cycle Anchor;
2. Upon each failed charge attempt, Stripe will send an email to the customer indicating the payment failed;
3. The email notification regarding the failed payment attempt will contain support information to allow the customer to contact customer service to help resolve the issue.

If a customer's account becomes inactive, it can be reactivated via the website's self signup web page with a valid payment method. Any data associated with the customer's account will become available to the customer at that time.

If the customer was receiving Loyalty Program pricing (i.e. an older pricing plan that is no longer available to new customers) when their account becomes inactive, they will no longer be eligible for their original pricing plan and must select from any currently available pricing plan when reactivating their account.

Program Changes

Legacy Pricing is now the Loyalty Program.

On March 28th, 2021, we increased the subscription fee for all new customers. At that time, we introduced "Legacy Pricing" by making the commitment to honor all customers' pricing plans at the less expensive rate per the same terms outlined on this page.

We continue this commitment to those early adopters of LUNA® by automatically enrolling them into the Loyalty Program, allowing them to continue to receive their current pricing plan indefinitely.

Discontinuation of Enrollment.

While the benefits of the Loyalty Program cannot terminate — per the terms outlined above — we reserve the right to discontinue or altogether terminate enrollment into the Loyalty Program at any time. Should we discontinue or terminate enrollment into the Loyalty Program, this would apply only to new and inactive customers at the time of enrollment termination. All active customers enrolled in the Loyalty Program at the time of discontinuation or termination of enrollment will continue to receive Loyalty Program benefits outlined on this page provided all program requirements continue to be met by the customer.

Support

Questions?

Contact us at any time and we'll be happy to answer any questions or concerns you have.