These terms are the agreement between your business and The Apollo Project (PVT) Ltd ("we", "us"), the company that runs Lumo. By signing up for Lumo or using it, you agree to them. If you don't agree, please don't use Lumo.
1. What Lumo is
Lumo is a WhatsApp AI bot that replies to your customers on your own WhatsApp number. It answers questions about your products, sends photos, takes orders in the chat and hands chats to your team when needed. It also includes a portal where you can read and reply to chats, turn the bot off and manage orders.
Lumo is a bot for your business only. It is not a general AI assistant, and you may not set it up or use it as one.
2. Who can use Lumo
- You must be a business, or a person acting for a business, and at least 18 years old.
- You must have the right to connect the WhatsApp number you give us, and to share the product and business information you give us.
- You are responsible for anyone on your team you give access to the portal.
3. Setup and training
We set up and train Lumo for you using the information you give us: products, prices, photos, policies, delivery details and how you like to talk to customers. We aim to have a first version ready to test in about 3 days and to keep improving it after that. These are targets, not guarantees, because they depend on how quickly we get what we need from you.
You are responsible for making sure that information is correct and up to date. Lumo answers from what you give it. If your prices, stock or policies are wrong in your store or in what you sent us, Lumo's answers may be wrong too.
4. WhatsApp and Meta
- Lumo runs on Meta's official WhatsApp Business Platform. You must also accept and follow Meta's own terms and policies, including the WhatsApp Business Messaging Policy and Commerce Policy.
- Lumo only replies to people who message you first, within the time window Meta allows. It does not send bulk, cold or marketing messages, and you may not ask us to make it do so.
- Meta charges its own fees for WhatsApp messages above its free allowance. Meta bills those fees to the card on your WhatsApp account. They are not part of the Lumo price.
- We follow Meta's rules, but we do not control Meta. We are not responsible if Meta changes its rules or fees, restricts or bans a number, or has an outage.
5. Your responsibilities
You agree not to use Lumo to:
- sell anything illegal in Sri Lanka, or anything Meta's Commerce Policy does not allow;
- mislead, harass or spam people, or collect their data without a lawful reason;
- break any law, including the Personal Data Protection Act, No. 9 of 2022, and consumer protection laws;
- try to copy, reverse engineer, overload or get around the limits of Lumo or the portal.
You are the seller in every sale Lumo takes. You are responsible for your products, prices, delivery, refunds and dealing with your customers.
6. Plans, payment and limits
- Lumo is billed monthly, in advance, at the price of the plan you choose. Current prices are on our home page.
- Each plan includes a number of bot replies a month. If you go over, we'll talk to you about moving to a bigger plan. We will not cut off replies to your customers without telling you first.
- If a payment is late, we may pause Lumo after telling you. Your customers will still reach you on WhatsApp as normal while it's paused.
- We may change our prices. We will tell you at least 30 days before a new price applies to you.
7. Money-back guarantee
If the orders taken through Lumo in your first paid month add up to less than your plan price, we'll refund that month in full. All Lumo orders count, including orders your customer later cancelled and orders your team closed after Lumo handed the chat over. Orders cancelled because of a mistake Lumo made don't count. To claim it, ask us within 14 days of the end of your first month. The guarantee applies once per business.
8. Cancelling
You can cancel at any time by messaging or emailing us. Lumo stops at the end of the month you've already paid for. Apart from the money-back guarantee, we don't refund part-months.
We may suspend or end your service if you seriously break these terms or Meta's policies, or if we have to by law. If it's not urgent, we'll tell you first and give you a chance to fix it.
When the service ends, you can ask us for an export of your chats and orders. See our Data Protection Policy for how long we keep data afterwards.
9. Your data and ours
- Your data stays yours. Your product information, your chats and your customers' details belong to you. You give us permission to use them only to run, train and support Lumo for you.
- Lumo is ours. The software, the portal, the Lumo name and everything we build to run it belong to us. We give you the right to use them while you're a customer.
- If you give us feedback or ideas, we may use them to improve Lumo, without owing you anything for them.
How we handle personal data is set out in our Privacy Policy and Data Protection Policy.
10. What Lumo can and can't promise
Lumo is built to answer only from your information and to hand chats to your team when it isn't sure. But it is an AI bot, and like a person it can sometimes get things wrong. You can read every chat in the portal and turn the bot off for any chat, or for all chats, at any time.
We work hard to keep Lumo running all day, every day, but we can't promise it will never be down. Lumo also depends on services we don't control, like WhatsApp and your online store.
11. Limit of liability
As far as the law allows:
- we are not liable for lost profits, lost sales, lost data or any indirect loss;
- our total liability to you for anything to do with Lumo is limited to the amount you paid us in the 3 months before the problem happened.
Nothing in these terms limits liability that can't be limited by law, such as for fraud.
You agree to cover us for claims made against us because of what you sell, the information you gave us, or your breach of these terms or of Meta's policies.
12. Changes to these terms
We may update these terms. If a change matters, we'll tell you by email or WhatsApp at least 14 days before it applies. If you keep using Lumo after that, you accept the new terms.
13. Law and disputes
These terms are governed by the laws of Sri Lanka. If we have a disagreement, we'll first try to sort it out by talking. If we can't, the courts of Colombo, Sri Lanka will decide it.
14. Contact
The Apollo Project (PVT) Ltd
Email: info@agentlumo.lk
Phone / WhatsApp: 076 994 8407