Terms of Use

3.1 What Lumor Provides

• Build, configure, and distribute surveys using our survey builder and question library
• Collect and store survey responses from participants
• Recruit research participants via our managed Panel Recruitment service
• Analyse survey data and generate AI-powered insights, Slide decks, and Doc Reports
• Collaborate with team members within a shared workspace
• Access the platform programmatically via the Lumor API

3.2 Platform Availability

Lumor will use commercially reasonable efforts to make the Platform available and operational. However, we do not guarantee uninterrupted, error-free access. The Platform may be temporarily unavailable due to:

• Scheduled maintenance — Lumor will endeavour to provide at least 48 hours' advance notice where possible
• Emergency maintenance required to protect the security or integrity of the Platform
• Events of Force Majeure
• Failures of third-party infrastructure, hosting providers, or internet service providers

Lumor does not provide a Service Level Agreement (SLA) or uptime guarantee for any plan, including paid plans. Lumor shall not be liable for any losses, damages, or claims arising from temporary Platform unavailability, interruptions, or downtime, to the extent permitted by applicable law.

3.3 Platform Updates

Lumor may update, modify, or enhance the Platform from time to time to fix bugs, improve security, add features, or improve performance. We may also discontinue features that are no longer supported. Where changes materially affect the Customer's use of the Platform, we will provide reasonable advance notice.

3.4 Features Marked ‘Coming Soon’

Certain features shown on our website or within the Platform may be labelled ‘Coming Soon’. These features are not yet available and are subject to change, delay, or removal at Lumor's discretion. Access to ‘Coming Soon’ features does not form part of any contract until they are made generally available.

3.5 Free Plan Limitations

The Starter (Free) Plan is provided ‘as is’ and without warranty to the maximum extent permitted by applicable law. Free Plan users acknowledge that Lumor may apply usage limitations, feature restrictions, or data retention limits to free accounts. Lumor reserves the right to modify the Free Plan's features or limits at any time with reasonable notice.

4.1 Registration

To access the Platform, you must create an account by providing accurate, complete, and current information as requested during the registration process, including: name, gender, date of birth, email address, company name, work profile (industry, job role, job type, company size), and education level. Providing false or misleading information is a breach of these Terms and may result in immediate account suspension.

4.2 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials, restricting access to your account and devices, and all activity that occurs under your account, whether or not authorised by you. You must notify us immediately at contact@lumor.tech if you become aware of any unauthorised access to or use of your account.

4.3 Authorised Users

The Customer may invite Authorised Users to their workspace. The Customer is fully responsible for ensuring Authorised Users comply with these Terms, managing access rights (View or Edit), and revoking access promptly when an Authorised User's authorisation ends. There is no limit on the number of Authorised Users per workspace on any plan.

4.4 One Account Per Organisation

Account credentials are personal and non-transferable. Sharing login credentials between multiple individuals is not permitted. Each individual accessing the Platform must use their own account.

5.1 Available Plans

Current pricing is published at lumor.tech/pricing.

5.2 Subscription Commencement

A paid Subscription begins on the date the Customer completes payment. For annual subscriptions, the Subscription period is 12 months from the commencement date. For monthly subscriptions, each billing cycle is one calendar month.

5.3 Automatic Renewal

Subscriptions renew automatically at the end of each billing cycle unless the Customer cancels before the renewal date. By subscribing, the Customer authorises Lumor to charge the designated payment method at the start of each renewal period. The Customer will receive a reminder email before annual renewals.

5.4 Payment

All payments are processed by Razorpay (for Indian Customers, in Indian Rupees) or Stripe (for international Customers). All prices are exclusive of applicable taxes. Indian Customers will be charged GST at the applicable rate in addition to the stated subscription fee. Lumor does not store full payment card details.

5.5 Overdue Payments

If a payment fails, Lumor will notify the Customer and attempt to collect payment for up to 7 days. If payment is not received within this period, Lumor reserves the right to downgrade the Customer's account to the Free Plan or suspend access to paid features. Lumor may charge interest on overdue amounts at the rate of 6% per annum.

5.6 No Refunds

All subscription fees are charged in advance and are strictly non-refundable. By subscribing to a paid plan, the Customer acknowledges and accepts that Lumor does not offer refunds, cash credits, or pro-rata reductions under any circumstances, including but not limited to:

• Cancellation at any point during a billing period
• Partial use or non-use of the Platform during a paid period
• Downgrading from a paid plan to the Free (Starter) Plan
• Failure to cancel before an automatic renewal date
• Dissatisfaction with features, AI-generated outputs, or Platform performance
• Changes to the Platform's features or pricing after the subscription was purchased

The only exception is a verified duplicate or erroneous charge caused by a technical error on Lumor's part. In such cases, the duplicate or incorrectly charged amount will be corrected. To report a billing error, email contact@lumor.tech within 14 days of the charge with the subject line “Billing Error — [Account Email] — [Date of Charge]”.

5.7 Price Changes

Lumor may change subscription pricing at any time. We will notify the Customer by email at least 30 days before any price change takes effect on their account.

5.8 Cancellation

The Customer may cancel their paid Subscription at any time by accessing their account settings or by contacting contact@lumor.tech. Cancellation takes effect at the end of the current billing period. The Customer retains access to paid features until the end of the period for which they have paid. Following cancellation, the account reverts to the Free Plan.

5.9 Panel Recruitment Credits

Panel Recruitment is a paid add-on service. Credits purchased for Panel Recruitment are non-refundable once a recruitment order has been submitted and confirmed. Unused credits may be carried forward to the next billing period. Credits are non-transferable and have no cash value.

6.1 Ownership

All Customer Data — including surveys, response data, reports, and files — belongs to the Customer. Lumor does not claim any ownership over Customer Data.

6.2 Licence to Process

By using the Platform, the Customer grants Lumor a limited, non-exclusive, non-transferable licence to store, process, and use Customer Data solely for the purpose of providing the Platform's features and services to the Customer. This licence terminates when the Customer's account is closed and their data has been deleted in accordance with our data retention policy.

6.3 AI Processing of Customer Data

Certain Platform features — including Chat with Data, AI Slide generation, and AI Doc Report generation — use third-party AI service providers to process Customer Data and generate outputs. By using these features, the Customer acknowledges that their survey response data will be transmitted to and processed by these providers solely to generate the requested output. Lumor's agreements with AI service providers prohibit them from using Customer Data for their own model training or any other purpose. Lumor does not use Customer Data to train its own AI models.

6.4 Customer Responsibility for Data Content

The Customer is solely responsible for the content of all surveys created and data collected using the Platform. The Customer warrants that:

• All survey content and data collection activities comply with applicable law, including the DPDP Act 2023, the Information Technology Act, 2000, and GDPR where applicable
• Respondents have been given appropriate notice and their consent obtained before collecting their personal data
• The Customer has a lawful basis for collecting and processing Respondent data
• Survey content does not violate any third-party intellectual property rights

6.5 Data Export

The Customer may export their survey data, response data, and generated reports at any time while their account is active. Lumor supports data export in standard formats. The Customer is responsible for maintaining their own backups of any data they wish to retain.

6.6 Data on Account Closure

Following account closure (whether by cancellation, termination, or expiry), Customer Data will be retained for 30 days to allow the Customer to export their data. After this 30-day period, data will be permanently deleted. Lumor is not responsible for any loss of data following account closure.

7.1 Customer as Data Controller

When the Customer distributes surveys to Respondents using the Platform, the Customer acts as the data controller for Respondent personal data. Lumor acts as a data processor, storing and processing Respondent data on the Customer's behalf and under the Customer's instructions. The Customer is solely responsible for ensuring that all data collection from Respondents complies with applicable privacy law, including obtaining appropriate consent and providing Respondents with a privacy notice.

7.2 Panel Recruitment

When the Customer uses Lumor's Panel Recruitment service, Lumor manages the recruitment and communication with panel participants on the Customer's behalf. The Customer must not use Panel Recruitment to:

• Target participants based on protected characteristics in a discriminatory manner
• Collect sensitive personal data from participants without appropriate consent mechanisms
• Conduct research involving participants under the age of 18 without prior written consent from Lumor and appropriate parental consent mechanisms in place

Lumor reserves the right to refuse or cancel a Panel Recruitment order that does not comply with these requirements or applicable law.

8.1 Permitted Use

The Platform is licensed for lawful user research purposes only. The Customer must use the Platform in compliance with all applicable laws and regulations and in accordance with these Terms.

8.2 Prohibited Use

The Customer must not (and must ensure that Authorised Users do not):

• Use the Platform for any purpose that is unlawful, fraudulent, harmful, or deceptive
• Collect personal data from Respondents without informing them and obtaining appropriate consent
• Conduct surveys or research targeting individuals under the age of 18 without appropriate safeguards and consent
• Upload, transmit, or store any content that is defamatory, obscene, harassing, threatening, or that infringes any third-party intellectual property rights
• Use the Platform to transmit unsolicited commercial communications (spam)
• Attempt to gain unauthorised access to the Platform, other customer accounts, or Lumor's systems
• Reverse engineer, decompile, or attempt to extract source code from the Platform
• Use automated scripts, bots, or scrapers to access the Platform in a manner that disrupts our infrastructure or exceeds normal usage patterns
• Resell, sublicense, or white-label the Platform without Lumor's prior written consent
• Use the Platform to infringe or violate the rights of any third party, including intellectual property rights and privacy rights
• Circumvent, disable, or interfere with security features of the Platform
• Use the Platform in any manner that could bring Lumor into disrepute or that could expose Lumor to legal liability

8.3 Consequences of Prohibited Use

Lumor reserves the right to investigate suspected violations of this Section. Upon discovering a violation, Lumor may — at its sole discretion — take any or all of the following actions:

• Issue a warning to the Customer
• Suspend the Customer's account pending investigation
• Terminate the Customer's account immediately without notice in cases of serious or repeated breach
• Report the matter to relevant law enforcement or regulatory authorities
• Seek damages and any other remedies available under applicable law

9.1 Lumor's Intellectual Property

All Intellectual Property Rights in the Platform — including all software, algorithms, design, trademarks, trade names, logos, documentation, and content created by Lumor — are owned by Lumor Technologies Pvt. Ltd. and are protected by applicable Indian and international intellectual property law. Nothing in these Terms transfers any ownership of Lumor's Intellectual Property to the Customer.

9.2 Customer's Intellectual Property

The Customer retains all Intellectual Property Rights in Customer Data, including all surveys created, reports generated, and data exported using the Platform.

9.3 Feedback

If the Customer provides Lumor with feedback, suggestions, or ideas about the Platform, the Customer grants Lumor a perpetual, irrevocable, royalty-free licence to use that feedback to improve the Platform, without any obligation of confidentiality or compensation to the Customer.

9.4 No Unlicensed Use

The Customer must not use Lumor's trademarks, brand name, logos, or other proprietary materials in any public communication, advertising, or marketing without Lumor's prior written consent.

12.1 Lumor's Warranties

Lumor warrants that it has the right, power, and authority to enter into these Terms and to provide the Platform; the Platform will operate materially in accordance with Lumor's published documentation when used as intended on paid plans; and it will provide the Platform with reasonable care and skill. These warranties do not apply to the Free (Starter) Plan, which is provided ‘as is’.

12.2 Customer's Warranties

The Customer warrants that it has the right, power, and authority to enter into these Terms; all information provided to Lumor at registration and during use of the Platform is accurate and current; its use of the Platform and the surveys it creates and distributes comply with all applicable laws; and it has obtained all necessary rights and consents to upload any content to the Platform.

12.3 Disclaimer

To the maximum extent permitted by applicable law, Lumor makes no further warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. Lumor does not warrant that the Platform will be available without interruption, or that outputs generated by AI features will be accurate, complete, or fit for any specific purpose. AI-generated outputs should be reviewed and validated by the Customer before use.

14.1 Cap on Liability

To the maximum extent permitted by applicable law, Lumor's total aggregate liability to the Customer for all claims arising under or in connection with these Terms shall not exceed the greater of:

• The total fees paid by the Customer to Lumor in the 12 months immediately preceding the event giving rise to the claim; or
• INR 10,000 (Indian Rupees ten thousand) where the Customer is on the Free Plan.

14.2 Exclusion of Consequential Loss

To the maximum extent permitted by applicable law, Lumor shall not be liable for any loss of profits, revenue, or business opportunity; loss of anticipated savings; loss or corruption of data; reputational harm or damage to goodwill; or indirect, special, incidental, or consequential losses. These exclusions apply even if Lumor has been advised of the possibility of such losses.

14.3 Exceptions

Nothing in these Terms limits or excludes Lumor's liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded by applicable law.

15.1 Term

These Terms come into effect when the Customer accepts them (by registering for an account) and continue in force for as long as the Customer maintains an active account on the Platform.

15.2 Termination by the Customer

The Customer may close their account and terminate these Terms at any time by accessing account settings or by contacting contact@lumor.tech. Termination does not entitle the Customer to a refund of any prepaid fees — all subscription fees are non-refundable as set out in Section 5.6.

15.3 Termination by Lumor

Lumor may terminate these Terms and the Customer's account: with 30 days' written notice for any reason where the Customer is on the Free Plan; or immediately, without notice, in the event of: (a) a material or repeated breach of these Terms; (b) non-payment of fees for more than 14 days after the due date; (c) the Customer entering insolvency, liquidation, or receivership proceedings; (d) a legal or regulatory requirement to do so.

15.4 Grace Period for Data Export Following Termination for Breach

• For minor or first-time breaches: Lumor will endeavour to provide the Customer with up to 90 days to export their data before deletion.
• For serious breaches (including but not limited to: illegal use, fraudulent activity, or major data protection violations): Lumor reserves the right to suspend access immediately and delete data without a grace period.

Where a grace period is granted, the Customer will be notified by email and given access to data export functionality only. No other Platform features will be available during the grace period.

15.5 Effect of Termination

Upon termination of these Terms for any reason: all licences granted to the Customer under these Terms immediately cease; the Customer must immediately cease all use of the Platform and API; Lumor will delete Customer Data in accordance with the applicable grace period and our Privacy Policy; and provisions that by their nature should survive termination will do so, including Sections 6.1, 9, 11, 13, 14, 16, and 17.

16.1 Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of India.

16.2 Jurisdiction

The parties submit to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India for the resolution of any dispute arising out of or in connection with these Terms.

16.3 Informal Resolution

Before initiating any formal legal proceedings, the parties agree to attempt to resolve any dispute informally. The Customer should contact Lumor at legal@lumor.tech with a written description of the dispute. Lumor will respond within 14 business days. If the dispute cannot be resolved informally within 30 days, either party may pursue formal legal remedies.

17.1 Entire Agreement

These Terms, together with the Privacy Policy and any additional terms expressly incorporated by reference, constitute the entire agreement between the Customer and Lumor with respect to the Platform and supersede all prior agreements, representations, and understandings.

17.2 Amendments

Lumor may amend these Terms at any time. Material changes will be communicated by email and by a notice within the Platform at least 14 days before they take effect. The Customer's continued use of the Platform after the effective date of any amendment constitutes acceptance of the updated Terms.

17.3 Assignment

The Customer may not assign, transfer, or sub-licence their rights or obligations under these Terms without Lumor's prior written consent. Lumor may assign these Terms to any affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets.

17.4 Waiver

Lumor's failure to enforce any provision of these Terms on one occasion shall not be construed as a waiver of that provision or any other provision on any other occasion.

17.5 Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

17.6 Force Majeure

Lumor shall not be in breach of these Terms or liable for any failure or delay in performance to the extent that such failure or delay results from a Force Majeure event. Lumor will notify the Customer promptly of any Force Majeure event and will use commercially reasonable efforts to resume normal service as soon as practicable.

17.7 Relationship of the Parties

Nothing in these Terms creates any partnership, joint venture, agency, franchise, or employment relationship between the parties. Neither party has the authority to bind the other or incur obligations on the other's behalf.

17.8 Notices

All legal notices under these Terms must be in writing and sent to:

Notices sent by email will be deemed received on the next business day after sending. Notices sent by post will be deemed received 5 business days after posting.

17.9 Language

These Terms are written in English. In the event of any conflict between an English version and any translation, the English version shall prevail.