Frequently Asked Questions

Lumera is a letter subscription service that sends professionally curated letters to your loved ones in correctional facilities on your behalf. We believe that regular written correspondence helps maintain family bonds, supports mental health, and reduces recidivism. You sign up, add your recipient, choose a plan — and we handle everything else.

No. Lumera is an independent letter subscription service. We are not affiliated with, partnered with, or an agent of any prison or correctional facility. We prepare and transmit letters to facilities on behalf of our members, but the facility has sole authority over whether letters are accepted and delivered.

You write letters directly on our platform. There is no need to access any prison or correctional facility system. Simply register as a member, log in to our platform, and you can start writing. Register at https://lumeraglobal.co/portal/login.

We currently serve correctional facilities in Singapore. We are actively working to expand to other regions. If you'd like to inquire about a specific facility or country, please contact us at support@lumeraglobal.net.

Our team prepares each letter and transmits it electronically to the recipient's correctional facility. Every letter is formatted to comply with facility regulations. Letters are typically dispatched within 1–2 business days of preparation. Please note: once transmitted, the correctional facility has sole authority over whether the letter is accepted, printed, and delivered. Lumera cannot influence or be held responsible for the facility's mail decisions.

Free Members receive one curated letter per week, with content selected by Lumera. Lumera Plus members receive one letter per day, with access to customised content services including news, entertainment, life stories, and more. Lumera Plus Monthly: the first month is free, then US$30 per month, automatically renewing until cancelled. Lumera Plus Annual: US$289 per year paid at once for 12 months, renewing yearly until cancelled, with no free trial; the annual plan is currently available in the iPhone app.

For Free Members, content is curated and selected by the Lumera team. Lumera Plus members can choose from a range of content categories — including Entertainment & Sports, General News, Life Chronicles, Novels, and more — and may also submit personalised custom content requests tailored to their loved one's interests.

Lumera Plus members can submit a custom content request to have letters written around a specific topic, theme, or personal story of their choice. Simply describe what you'd like covered, and our team will craft a letter tailored to your loved one's interests. This is ideal for birthdays, milestones, or any topic that matters most to your family.

Yes. Lumera Plus members have access to our letter translation service, which supports a wide range of languages. Whether you need outgoing letters translated into your loved one's language, or incoming letters translated back for you to read, our team handles both directions. This is especially helpful for families with loved ones in overseas facilities or those who communicate across different languages.

Yes, you can cancel at any time by contacting our support team at support@lumeraglobal.net or via WhatsApp. There are no cancellation fees. Your subscription remains active until the end of the current billing period.

Lumera prepares and transmits every letter electronically to the correctional facility. However, we cannot guarantee delivery. The correctional facility has sole and absolute authority over whether any letter is accepted, printed, and delivered to the recipient — this is entirely outside Lumera's control. Factors such as facility policy changes, lockdowns, inmate transfers, or administrative decisions may result in a letter not being delivered. Lumera is not liable for non-delivery in such circumstances, and subscription fees are not refunded on this basis. If a letter cannot be delivered due to facility reasons, we will notify you and make one additional attempt in the next available cycle.

After signing up, go to the Home tab and tap 'Add Recipient'. Fill in your loved one's full name, recipient number (required), and facility name. Our team will review the information and assess the appropriate letter content before letters begin.

Each recipient must be reviewed to ensure that the facility information is accurate and that our letters comply with the facility's mail regulations. This review process helps ensure successful delivery and protects both you and your loved one.

Pending Review: Our team is verifying the recipient's information. Approved: The recipient has been verified and letters will be sent. Rejected: The information could not be verified or does not meet requirements — you will receive guidance on what to correct. Under Revision: We need additional information from you.

If your recipient's information needs revision, you will see a notification in the app. Go to the recipient's profile and update the requested information. Common issues include an incorrect facility name, missing recipient number, or incomplete address. After updating, resubmit for review.

Yes. Lumera reserves the absolute right to withhold or decline to send any letter content that violates applicable laws, correctional facility policies, or Lumera's internal content standards — whether the content originates from our team or is requested by a subscriber. This includes content that is illegal, threatening, obscene, gang-related, or otherwise prohibited by the facility. No refund will be issued where a letter is withheld on these grounds.

We take privacy seriously. Your personal information and your recipient's information are stored securely and never shared with third parties beyond what is strictly necessary for letter delivery. We comply with applicable data protection regulations. Letter content prepared by our team does not contain any personal financial or sensitive information.

No. Payment processing is handled by Antom, a globally trusted payment provider. Lumera does not store your full card number or any sensitive payment credentials.

You can reach us via Email: support@lumeraglobal.net or WhatsApp: +65 8187 9178. If you are in a region where these channels are not available, please write to us or send a WhatsApp message and we will assist you. Our support hours are Monday–Friday 09:00–18:00 SGT and Saturday 10:00–15:00 SGT. We typically respond within one business day.