Privacy Policy

This Privacy Policy explains how Lume collects, uses, discloses, and safeguards information when you (a) simply visit our marketing website to learn about or purchase LumeOS ("Site Visitors"), or (b) sign up for and use our software-as-a-service platform (the "Service," and such users, "Customers"), which is built on and operated through licensed third-party CRM/marketing-automation infrastructure. By browsing the site or using the Service, you agree to the practices described here.

1. Information We Collect From Website Visitors

Even if you never create an account, visiting lumeinsights.net collects some information about you:

• Lead & contact forms. When you request a demo, book a call, download a resource, or start a free trial, we collect the name, business name, email, and phone number you submit, along with your consent preferences, including whether you checked the box agreeing to receive text messages from us.
• Cookies & site analytics. We use cookies and tools like Google Analytics to understand which pages you view, how long you stay, referral source, and general device/browser information.
• Advertising & retargeting pixels. We may use Meta (Facebook/Instagram), Google, LinkedIn, or TikTok pixels to measure ad performance and show you LumeOS ads on those platforms after you visit our site. These platforms set their own cookies and are governed by their own privacy policies.
• Live chat / chatbot. If you message us through an on-site chat widget, we collect the content of that conversation and any contact details you provide.

2. Information We Collect From Customers

Account information. Name, business name, email address, phone number, billing address, and payment details when you sign up for or purchase the Service.

Customer data you upload. Contact records, leads, appointments, messages, and other business data you input or import into your Service account ("Customer Data"). You remain the owner and controller of your Customer Data; we process it on your behalf to provide the Service.

Usage & device data. Log data, IP address, browser type, pages visited, and similar analytics collected automatically via cookies and similar technologies.

Communications. Records of support requests, emails, and other correspondence with us.

3. How We Use Information

• Respond to consultation call bookings, demo requests, trial sign-ups, and sales inquiries submitted through the website.
• Follow up with website leads via email, SMS, or phone about LumeOS; where required, only with your consent, and always with an opt-out.
• Provide, operate, maintain, and improve the Service for Customers.
• Process payments and manage subscription/billing.
• Send transactional communications, product updates, and, where you've consented, marketing communications.
• Measure and optimize our own website/ad performance (analytics, retargeting).
• Provide customer support and respond to inquiries.
• Detect, prevent, and address fraud, abuse, and security issues.
• Comply with legal obligations.

4. Marketing Communications to Website Leads

If you submit your email or phone number through a form on our website (e.g. to book a demo, start a trial, or download a resource), LumeOS may contact you with information about our Service, including promotional offers. You can opt out at any time by clicking "unsubscribe" in any email, replying "STOP" to any SMS, or contacting us directly or sending us an email at [email protected]. We do not sell website-visitor contact information to third parties. Text messaging is covered in more detail in Section 5 below.

5. SMS / Text Messaging Program

Lume operates an SMS program that lets us reach you by text message about your inquiry, your account, and your appointments, and, where you have separately agreed, about products and offers. This section describes how you join the program, what we send, how often, and how to stop.

How you opt in. We only send text messages to people who have given us express written consent. You can provide that consent by:

• Checking the SMS consent box on a form at lumeinsights.net, such as a demo request, consultation booking, free trial sign-up, or resource download, and submitting your mobile number.
• Texting a keyword such as START or LUME to our published business number.
• Giving us your mobile number and permission to text you verbally or in writing during a consultation call, onboarding session, or support conversation.
• Checking the SMS consent box during account creation or checkout for the Service.

Consent to receive marketing text messages is never a condition of purchasing any product or service. You must be 18 or older and the account holder or authorized user of the mobile number you provide.

What we send. Depending on the consent you gave, messages may include:

• Conversational and customer care. Replies to your questions, sales follow-up, and support conversations.
• Appointment reminders. Confirmations, reminders, and reschedule notices for demos and consultation calls.
• Account and transactional alerts. Billing notices, security alerts, and Service status updates.
• Promotional messages. Product news, feature announcements, and offers, sent only if you opted in to marketing texts.

Message frequency. Message frequency varies based on how you interact with us. For marketing messages, you can expect to receive up to 4 messages per month. Conversational, appointment, and transactional messages are sent in response to your activity and are not included in that estimate.

Message and data rates may apply. Your mobile carrier's standard message and data rates apply to every message you send or receive. Carriers are not liable for delayed or undelivered messages.

How to stop or get help. You can cancel at any time by replying STOP to any message from us. We will send one confirmation that you have been unsubscribed, and you will receive no further marketing texts. To rejoin, opt in again through any of the methods above or text START. For help, reply HELP, email us at [email protected], or use the contact details in Section 15.

6. SMS, Email & Marketing Automation Features (Customers)

The Service enables you to send SMS, email, and other messages to your own contacts. You are solely responsible for obtaining all legally required consent from your contacts and for complying with applicable laws, including the U.S. Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and equivalent regional regulations, before sending any message through the Service. LumeOS acts as a data processor for messages you send on your customers' behalf.

7. How We Share Information

We do not sell your personal information. We may share information with:

• Infrastructure & sub-processors. The underlying CRM/automation platform provider that powers the Service, payment processors, hosting providers, and other vendors who process data on our behalf under confidentiality obligations.
• Integrations you enable. Third-party tools you choose to connect (e.g. calendars, payment gateways, ad platforms), governed by that provider's own privacy terms.
• Legal & safety. When required by law, subpoena, or to protect the rights, property, or safety of LumeOS, our users, or others.
• Business transfers. In connection with a merger, acquisition, or sale of assets.

8. Data Retention

We retain account and Customer Data for as long as your account is active or as needed to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements. You may request deletion of your account and associated data, subject to legal retention requirements.

9. Data Security

We use commercially reasonable administrative, technical, and physical safeguards designed to protect information from unauthorized access, disclosure, alteration, or destruction. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

10. Your Rights & Choices

Depending on your location, you may have rights to access, correct, export, or delete your personal information, and to opt out of marketing communications. To exercise these rights, contact us at the details below. Residents of the EEA/UK, California, and other jurisdictions with specific privacy laws (GDPR, CCPA/CPRA, etc.) may have additional statutory rights, including a right to opt out of the "sale" or "sharing" of personal information for targeted advertising, which our retargeting-pixel use may trigger under some state laws.

11. Cookies & Tracking Choices

We use cookies and similar technologies to operate the site and Service, remember preferences, analyze usage, and power retargeting ads. On your first visit, our cookie banner lets you accept or decline non-essential (analytics/advertising) cookies. You can also control cookies through your browser settings or opt out of interest-based ads via each ad platform's own preferences (e.g. Meta Ads Settings, Google Ads Settings). Disabling cookies may limit site or Service functionality.

12. Children's Privacy

Our website and the Service are not directed to individuals under 18. We do not knowingly collect personal information from children.

13. International Transfers

Information may be transferred to and processed in countries other than your own, which may have different data protection laws.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated version with a new effective date and, where required, provide additional notice.

15. Contact Us

Questions about this Privacy Policy? Contact us at [email protected].