Terms of Service

These Terms govern your use of the Lumaa AI voice-CRM platform (the "Service") provided by Lumaa AI FZ-LLC ("Lumaa", "we", "us"). By signing up or using the Service, you ("Client", "you") accept these Terms.

1. The Service

Lumaa provides a hosted CRM with AI voice calling: outbound dialling, conversational AI, call recording, transcription, and lead management. Capabilities and rate limits depend on your Plan as set out in your Order Form.

2. Plans and pricing

• Fixed Monthly — flat AED amount per calendar month, billed in advance on the 1st.
• Pay-as-you-go (per minute) — AED rate per minute of connected call time, rounded up to the next minute.
• Per qualified lead — AED rate per lead the AI flags as "Interested", deduplicated per cycle.

Specific rates are agreed at signup and stated in your Order Form. Lumaa may revise list prices on 60 days' written notice; existing Order Forms remain at the original rate until renewal. UAE VAT (5%) is added where applicable; Lumaa's TRN appears on every invoice.

3. Payment

Invoices are payable within 14 days of issue. Overdue balances accrue 1.5% per month or the maximum allowed by UAE law, whichever is lower. Lumaa may suspend the Service for unpaid balances after a 7-day notice; data remains accessible for download for 30 days.

4. Acceptable use

You agree to the Acceptable Use Policy, which is incorporated by reference. AUP violations may result in suspension or termination per the AUP escalation schedule.

5. Your data

You retain ownership of all data you upload (leads, transcripts, recordings). Lumaa processes it solely as your processor under the Data Processing Agreement. On termination, you can export all your data within 30 days; thereafter it is hard-deleted, except where retention is legally required (e.g., billing records).

6. AI-generated content disclaimer

The AI may produce inaccurate, biased, or contextually inappropriate output. You are responsible for:

• Reviewing the AI's system prompt and persona for accuracy.
• Monitoring transcripts and call outcomes for hallucinations or off-policy behaviour.
• Ensuring the AI's commitments to leads (prices quoted, appointments booked) match your actual offer; Lumaa is not party to any contract the AI forms on your behalf.

7. Service level

• Target uptime: 99.5% per calendar month, excluding scheduled maintenance and force majeure.
• Scheduled maintenance announced ≥48 hours in advance, capped at 4 hours/month, attempted in low-traffic windows (00:00–04:00 GST).
• Service credits for downtime below target: 5% of monthly fee per 0.1% below 99.5%, capped at 25% of monthly fee. Sole and exclusive remedy.

8. Confidentiality

Each party will protect the other's Confidential Information with no less care than it protects its own (and in any event reasonable care). Confidential Information excludes information that is public, independently developed, or rightfully received from a third party.

9. Intellectual property

Lumaa retains all rights in the Service, including the AI orchestration platform, prompts, and software. You retain all rights in your Client Data and any custom prompt content you author. Each party grants the other the licences necessary for the Service to function.

10. Warranties

Lumaa warrants that the Service will materially conform to its documentation. EXCEPT FOR THIS WARRANTY, THE SERVICE IS PROVIDED "AS IS", without other warranties, express or implied, including merchantability, fitness for a particular purpose, or non-infringement, to the maximum extent permitted by UAE law.

11. Liability cap

To the maximum extent permitted by UAE law, each party's aggregate liability under these Terms is capped at the fees paid by the Client in the 12 months preceding the claim. Neither party is liable for indirect, consequential, or special damages, lost profits, or lost data — except for breaches of confidentiality, the AUP, or the data-protection obligations in the DPA, which are uncapped.

12. Indemnity

You indemnify Lumaa against third-party claims arising from (a) your breach of the AUP, (b) lead data you upload that violates third-party rights, or (c) AI commitments the AI makes within your Persona that you fail to honour. Lumaa indemnifies you against third-party IP claims that the Service itself infringes.

13. Termination

Either party may terminate for material breach uncured after 30 days' written notice. Either party may terminate for convenience on 30 days' notice; pre-paid fees for unused months are refunded pro-rata. On termination, Sections 3 (unpaid balances), 5 (data export), 8, 11, 12 and 14 survive.

14. Governing law and venue

These Terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. Any dispute arising from these Terms will be submitted to the exclusive jurisdiction of the Dubai International Financial Centre (DIFC) Courts, applying English-language commercial procedure.

Where a Client is registered in another emirate or free zone, the parties may agree in the Order Form to substitute the courts of that jurisdiction.

15. Miscellaneous

• Entire agreement: these Terms + the Order Form + the DPA + the AUP + the Privacy Policy.
• Amendments must be in writing and signed by both parties.
• No assignment without consent, except in M&A.
• Notices by email to billing@lumaa.ai (Lumaa) and the Client's billing contact (Client) — deemed delivered the next business day.
• Force majeure relieves performance for the duration of the event.
• Severability: if any provision is found unenforceable, the remainder stays in force.

Questions about these Terms: legal@lumaa.ai.