Terms and Conditions

These Terms and Conditions govern your access to and use of the Lumor website located at https://lumor.com.au and any related pages, forms, demos, services, communications, software, AI agents, call experiences, content or functionality made available by Lumor.

In these Terms, "Lumor", "we", "us" or "our" refers to Lumor, located in Australia. "You" or "your" means any person, business, organisation or representative who accesses our website, submits an enquiry, books a demo, uses a demo, communicates with us, or uses our services.

By accessing our website, submitting your details, requesting a demo, using a Lumor AI call experience, or engaging our services, you agree to these Terms. If you do not agree, you should not use our website or services.

1. About Lumor

Lumor provides AI-powered business communication services, which may include AI receptionists, AI sales agents, AI outbound calling, appointment booking, lead follow-up, customer enquiry handling, call summaries, CRM updates, workflow automation and related software or consulting services.

Our services are intended for business use. They may be delivered through a combination of software, artificial intelligence models, telecommunication providers, CRM integrations, automation tools and third-party infrastructure.

2. Website Use

You may use our website for lawful business and informational purposes only. You must not use the website in a way that:

• breaches any law or regulation;
• infringes the rights of another person or business;
• attempts to gain unauthorised access to our systems;
• introduces malware, scraping tools, bots or harmful code;
• interferes with the operation or security of the website;
• copies, republishes or commercially exploits our content without permission; or
• misrepresents your identity, business, authority or relationship with Lumor.

We may suspend, restrict or block access to our website or services if we reasonably believe these Terms have been breached.

3. Demos, AI Call Experiences and Trial Services

Lumor may offer live demos, test calls, outbound call demonstrations, AI receptionist demonstrations or other trial experiences. These are provided to demonstrate potential functionality and may not reflect the final configuration, performance, integrations, voice, scripts or commercial service.

By submitting your phone number, email address or business details for a demo, you authorise Lumor and its systems to contact you for the purpose of providing the requested demo, responding to your enquiry, and following up about Lumor's products and services.

AI demo calls may be recorded, transcribed, analysed or summarised for quality assurance, product improvement, troubleshooting, training, sales follow-up and internal business purposes, subject to our Privacy Policy.

You must not use a Lumor demo to submit unlawful, abusive, confidential, sensitive, misleading or third-party personal information unless you have the right and authority to do so.

4. AI Output and Service Limitations

Lumor uses artificial intelligence and automation technologies. While we aim to provide high-quality, useful and reliable services, AI systems can produce incomplete, inaccurate, unexpected or inappropriate outputs.

You acknowledge that:

• AI-generated responses, summaries, call outcomes, lead scores, notes or recommendations may not always be accurate;
• AI agents may misunderstand speech, context, intent, accents, background noise or ambiguous instructions;
• call quality and latency may be affected by telecommunications networks, internet providers, device quality, third-party platforms and environmental factors;
• integrations with CRMs, calendars or business systems may depend on third-party availability and configuration;
• no AI system should be relied on as the sole method for emergency, medical, legal, financial, safety-critical or high-risk decision-making; and
• you remain responsible for reviewing and verifying important information before acting on it.

Lumor does not guarantee that any AI agent will secure sales, bookings, leads, conversions, revenue, appointments or business outcomes.

5. Client Responsibilities

If you become a Lumor client or use Lumor services for your business, you are responsible for:

• ensuring you have the right to provide any customer, prospect, lead, CRM, call, calendar or business data to Lumor;
• obtaining all required consents for calls, recordings, SMS, email, marketing, CRM syncing and data processing;
• complying with the Privacy Act 1988 (Cth), Australian Privacy Principles, Spam Act 2003 (Cth), Do Not Call Register Act 2006 (Cth), telemarketing rules, industry rules and any other applicable laws;
• ensuring that contact lists, lead databases and call campaigns are lawful, accurate and appropriately permissioned;
• honouring opt-out, unsubscribe, do-not-call and suppression requests;
• ensuring your scripts, offers, claims, products, services and instructions are accurate and lawful;
• monitoring AI agent performance and reviewing important outputs;
• maintaining access credentials and account security; and
• promptly notifying Lumor of any unauthorised use, data issue, security concern or compliance risk.

Lumor may refuse to run, pause or terminate campaigns that we reasonably believe may be unlawful, misleading, abusive, high-risk, non-compliant or harmful to Lumor's reputation, systems or third-party providers.

6. Acceptable Use of Services

You must not use Lumor's services to:

• harass, threaten, deceive, scam or impersonate any person;
• send unlawful spam or unsolicited marketing communications;
• contact people who have opted out or should not be contacted;
• make misleading, deceptive or false claims;
• collect sensitive information without proper authority and consent;
• provide regulated advice without appropriate licensing;
• support unlawful gambling, adult services, illegal products, weapons, scams, malware, surveillance abuse, harassment or other prohibited activities;
• interfere with or overload Lumor's systems or providers;
• reverse engineer, copy or exploit the platform; or
• breach any third-party terms that apply to connected systems.

7. Accounts, Access and Security

Where an account, dashboard or portal is provided, you must keep all login details secure and confidential. You are responsible for all activity under your account unless caused by Lumor's negligence or breach of law.

You must notify us immediately if you suspect unauthorised access, compromised credentials or misuse of your account.

8. Third-Party Services and Integrations

Lumor may integrate with or rely on third-party services, including telecommunications providers, AI model providers, speech-to-text providers, text-to-speech providers, hosting providers, CRM platforms, calendar platforms, analytics tools, email providers, SMS providers, payment processors and automation platforms.

Third-party services may be subject to their own terms, privacy policies, service limits and availability. Lumor is not responsible for third-party outages, data handling, errors, pricing changes, API changes or service restrictions, except to the extent required by law or expressly agreed in writing.

9. Fees, Subscriptions and Payment

If you purchase Lumor services, fees, inclusions, usage limits, billing cycles, setup costs, overage charges and cancellation terms will be set out in a proposal, order form, subscription page, invoice, statement of work or separate agreement.

Unless stated otherwise:

• fees are in Australian dollars;
• fees are exclusive of GST unless expressly stated to be GST-inclusive;
• invoices are payable by the due date shown on the invoice;
• usage-based charges may apply for calls, minutes, messages, integrations, AI processing or other usage;
• unpaid amounts may result in suspension or termination of services; and
• setup fees, custom development fees and already-used service fees are generally non-refundable unless required by law or agreed otherwise.

10. Intellectual Property

All intellectual property in the Lumor website, brand, content, designs, software, workflows, call logic, demos, scripts, documentation, platform features and service materials is owned by or licensed to Lumor.

You must not copy, reproduce, modify, reverse engineer, distribute, sell, license, exploit or create derivative works from Lumor's intellectual property without written permission.

You retain ownership of your business data, customer data, lead data, CRM records, call content and materials you provide to Lumor. You grant Lumor a licence to use that material as reasonably necessary to provide, support, secure, analyse, improve and administer the services.

11. Website Content and No Professional Advice

Content on our website is provided for general information only. It does not constitute legal, financial, medical, compliance, accounting, technical or professional advice.

You should obtain appropriate professional advice before relying on website content or implementing AI calling, marketing, data processing or automation systems in regulated or high-risk contexts.

12. Privacy

Your use of our website and services is also governed by our Privacy Policy. The Privacy Policy explains how we collect, use, disclose and protect personal information, including information collected through AI calls, demos, CRM integrations, website forms and analytics tools.

13. Availability and Changes

We may update, modify, suspend or discontinue any part of the website or services at any time. We do not guarantee uninterrupted, error-free or secure access to the website or services.

We may update these Terms from time to time by publishing a revised version on our website. The updated Terms take effect from the date they are published unless stated otherwise.

14. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law or other applicable law.

To the maximum extent permitted by law, where Lumor is permitted to limit its liability for a breach of a consumer guarantee, Lumor's liability is limited, at our option, to resupplying the services or paying the cost of having the services supplied again.

15. Disclaimer of Warranties

To the maximum extent permitted by law, Lumor provides the website and any demos, trials or services on an "as is" and "as available" basis. We exclude all warranties, representations and conditions not expressly stated in these Terms, including implied warranties of merchantability, fitness for purpose, accuracy, uninterrupted availability or non-infringement.

16. Limitation of Liability

To the maximum extent permitted by law, Lumor is not liable for any indirect, consequential, incidental, special or punitive loss or damage, including loss of profits, revenue, goodwill, data, opportunity, business interruption, reputational damage or expected savings.

To the maximum extent permitted by law, Lumor's total aggregate liability arising out of or in connection with the website, demos, services or these Terms is limited to the greater of:

• the amount paid by you to Lumor for the relevant services in the three months before the event giving rise to the claim; or
• AUD $100, where no paid services have been supplied.

This limitation does not apply to liability that cannot lawfully be excluded or limited.

17. Indemnity

You agree to indemnify Lumor, its officers, employees, contractors and suppliers against claims, losses, liabilities, damages, costs and expenses arising from:

• your breach of these Terms;
• your unlawful or improper use of the website or services;
• data, contact lists, scripts, instructions or content you provide;
• your breach of privacy, spam, telemarketing, consumer, industry or other laws;
• claims made by individuals contacted through your campaigns or systems; or
• your infringement of third-party rights.

18. Suspension and Termination

We may suspend or terminate access to the website or services if:

• you breach these Terms;
• fees are overdue;
• required information, consents or configurations are not provided;
• we reasonably suspect unlawful, harmful or non-compliant activity;
• a third-party provider requires suspension;
• continued service delivery creates a legal, security, operational or reputational risk; or
• we are required to do so by law.

Termination does not affect rights and obligations that accrued before termination.

19. Disputes

If a dispute arises, the parties must first attempt to resolve it in good faith by written notice and negotiation. If the dispute is not resolved within 21 days, either party may refer the dispute to mediation in Australia before commencing court proceedings, except where urgent injunctive or interlocutory relief is required.

20. Governing Law

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts entitled to hear appeals from those courts.

21. Contact

Questions about these Terms should be directed to Lumor at info@lumor.com.au.