Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Lume website, including any demo request, trial sign-up, or contact form you submit as a visitor ("Site Visitor"), and our software-as-a-service platform (the "Service"), which you access as a "Customer" once you create a paid or trial account. By browsing the site, submitting a form, creating an account, or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of a business, you represent that you have authority to bind that business.

1. Website Use & Lead Forms

Our website may let you request a demo, start a free trial, download a resource, or otherwise submit contact information. By submitting a form, you consent to LumeOS contacting you by email, phone, or SMS about the Service, subject to the opt-out rights described in our Privacy Policy and in Section 2 below. Website content (pricing, feature descriptions, case studies) is for general informational purposes and may be updated without notice.

2. SMS Terms & Conditions

These SMS Terms apply when you provide your mobile number and agree to receive text messages from Lume. They apply in addition to the rest of these Terms and to our Privacy Policy.

Types of messages you will receive. Depending on the consent you gave, messages may include:

• Account alerts. Billing and payment notices, failed-payment warnings, security and login alerts.
• Service notifications. Status updates, maintenance windows, feature releases, and policy notices.
• Appointment reminders. Confirmations, reminders, and reschedule notices for demos and consultation calls.
• Customer care. Conversational replies to your questions, sales follow-up, and support messages.
• Promotions. Offers, product news, and marketing messages, sent only if you opted in to marketing texts.

How you opt in. We send text messages only to people who have given 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 not a condition of purchasing any product or service. You must be the account holder or an authorized user of the mobile number you provide.

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. Alerts, notifications, appointment reminders, and customer care messages are sent in response to your activity and are not included in that estimate.

How to opt out. To stop receiving messages, reply STOP to any text message. We will send one confirmation that you have been unsubscribed, and you will receive no further messages unless you opt in again. To rejoin, reply START or opt in again through any of the methods above. For help, reply HELP or email us at [email protected].

Privacy. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. See our Privacy Policy for full details on how we handle your information.

3. The Service

LumeOS provides a hosted CRM, marketing automation, and business-operations platform, delivered on top of licensed third-party infrastructure. LumeOS is an independent reseller/provider and is not affiliated with, endorsed by, or sponsored by the underlying infrastructure provider unless expressly stated.

4. Accounts

You must provide accurate, current information when creating an account and keep your login credentials confidential. You are responsible for all activity that occurs under your account.

5. Subscription, Billing & Renewal

• The Service is offered on a subscription basis at the plan and price shown at checkout or in your order form.
• Subscriptions renew automatically for successive billing periods unless canceled before the renewal date.
• Fees are billed in advance and are non-refundable except as required by law or expressly stated in our refund policy.
• We may change pricing with reasonable advance notice; continued use after the effective date constitutes acceptance.
• Failure to pay may result in suspension or termination of access.

6. Acceptable Use

You agree not to use the Service to: send unsolicited communications in violation of TCPA, CAN-SPAM, or similar laws; transmit unlawful, defamatory, or infringing content; distribute malware; attempt to gain unauthorized access to the Service or other users' data; scrape or misuse our website; or resell the Service without our written consent. You are responsible for obtaining proper consent before uploading or messaging any contact through the Service. We may suspend or terminate accounts that violate this section.

7. Your Data

You retain all rights to the Customer Data you upload to the Service. You grant LumeOS a limited license to host, process, and transmit that data solely to provide the Service. You are solely responsible for the legality of the data you collect, upload, and message through the Service, and for obtaining any required consent from your contacts.

8. Third-Party Integrations

The Service may integrate with third-party platforms (payment processors, social/ad networks, calendars, etc.). Your use of those integrations is subject to the applicable third party's own terms and privacy policy. LumeOS is not responsible for the acts, omissions, availability, or policies of third-party services.

9. Intellectual Property

LumeOS and its licensors retain all right, title, and interest in the Service, including all software, branding, and content we provide (excluding your Customer Data). Nothing in these Terms grants you rights in our trademarks or proprietary technology beyond the limited right to use the Service as permitted.

10. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, LUMEOS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, ARISING FROM YOUR USE OF THE SERVICE. OUR TOTAL LIABILITY FOR ANY CLAIM SHALL NOT EXCEED THE FEES YOU PAID TO LUMEOS IN THE 12 MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify and hold LumeOS harmless from any claims, damages, or expenses arising from your use of the Service, your Customer Data, or your violation of these Terms or applicable law.

13. Termination

Either party may terminate the subscription per the cancellation terms in your plan. We may suspend or terminate your access immediately for violation of these Terms. Upon termination, your right to use the Service ceases; certain provisions (IP, disclaimers, limitation of liability, indemnification) survive termination.

14. Governing Law & Disputes

These Terms are governed by the laws of Massachusetts, US, without regard to conflict-of-law principles. Any dispute shall be resolved in the courts located in Boston, MA, unless otherwise required by applicable consumer-protection law.

15. Changes to These Terms

We may modify these Terms from time to time. Material changes will be communicated with reasonable notice. Continued use of the Service after changes take effect constitutes acceptance.

16. Contact Us

Questions about these Terms? Contact us at [email protected].