Terms of service

These terms are the agreement between Lumina Labs US LLC ("Lumina", "we") and the business that subscribes to Lumina AI Voice ("you"). Using the service means you accept them. If you are agreeing on behalf of a business, you confirm you are authorised to do so.

We provide an AI receptionist that answers your incoming phone calls. It can give your opening hours, quote your prices, describe your services, take a message for your staff, transfer a call, send a text at a caller's request, and — where you connect a point-of-sale system — tell a caller the status of their own order.

The receptionist answers calls that your customers place to you. We do not make outbound calls on your behalf, and the service is not a dialler, a marketing tool, or a means of contacting people who have not contacted you first.

The service works by you forwarding your existing business line to a phone number we provide. Your published number does not change and remains yours.

The number we provide is ours, not yours. It is licensed to you for as long as you subscribe. You cannot port it away, and when your subscription ends we may release it. Do not print it, advertise it, or give it to customers as your number.

• You are responsible for setting up and removing the forwarding on your own line.
• If you stop subscribing, remove the forwarding first. A forwarded line pointing at a released number does not ring anywhere.

Calls answered by the service are recorded and transcribed so that you can review what was said and so we can improve how calls are handled. The receptionist announces this at the start of a call.

Florida requires the consent of every party to a recorded conversation. The announcement is how that consent is obtained, and you must not disable or alter it. You are responsible for compliance with recording law in every place you and your callers are located, and for telling your own customers that you use a recorded answering service if you are required to.

Where you enable texting, messages are sent from a number registered to your business under US carrier rules, and you are the sender of record. You may only text customers who have asked you to, you must honour STOP immediately, and you must not use the service for marketing to people who have not agreed to receive it.

Registering your business with the carriers requires accurate information about it. Giving us details that are not accurate is grounds for us suspending texting.

The receptionist answers from the information you give us — your hours, your prices, your services — and from your point-of-sale system where one is connected. It is automated, and it can be wrong: it can mishear, misread a record, or answer a question you did not anticipate.

You are responsible for what your customers are told on your line. What you agree with a customer at your counter governs their order, not what an automated system said on the phone. We recommend you review calls regularly, particularly in the first weeks.

We work to keep the service running continuously, and we depend on other providers — telephone carriers, hosting, and the AI services listed in our privacy policy — to do so. We do not guarantee uninterrupted service and we do not offer a service level agreement at these prices.

This matters more here than for most software, and we would rather say it plainly: while your line is forwarded to us, an outage means your calls are not answered. If uninterrupted answering is essential to you, keep the ability to remove the forwarding quickly, and consider forwarding on busy and no answer rather than forwarding everything.

Subscriptions are monthly and charged in advance. Each plan includes a number of call minutes; minutes above that are charged at the plan's rate and appear on the following month's invoice. Minutes are rounded up per call, which is how telephony is billed and how our own costs are charged to us.

Prices may change. We will tell you before a change affects you, and you may cancel rather than accept it. Payment is taken by Stripe; we do not see or store your card details.

• Cancel at any time. Your subscription runs to the end of the period you have paid for.
• We do not refund part months, and unused minutes do not carry over.
• If a payment fails we will keep answering your phone while you sort it out. We will not cut off a business's phone line to collect a debt.

Your settings, your call recordings and transcripts, and any customer information we hold on your behalf remain yours. We use them to run the service for you, and for the purposes set out in our privacy policy. We do not sell them.

You can export or ask us to delete your data at any time, and we will delete it within a reasonable period after your subscription ends unless we are required to keep it.

You agree not to use the service to:

• contact people who have not contacted you, or send marketing messages to people who have not asked for them;
• impersonate another business, or present the receptionist as a human being if asked directly whether it is one;
• record conversations where you are not permitted to;
• attempt to extract the underlying models, resell the service, or use it for a business other than the one you registered.

You may cancel at any time from your billing page. We may suspend or end the service if you break these terms, if payment remains unresolved after we have contacted you, or if we are required to.

Except where you have broken these terms, we will give you reasonable notice before ending the service, so that you can remove the forwarding from your line before it stops being answered.

We provide the service as it is. To the extent the law allows, we are not liable for lost profits, lost business, or indirect losses, and our total liability in any twelve-month period is limited to what you paid us in that period.

Nothing here limits liability that cannot lawfully be limited.

These terms are governed by the laws of the State of Florida, and the courts of Florida have exclusive jurisdiction.

Questions about these terms: support@luminalabs-us.com.