Terms of Service

Lunessa is for business and professional use, and you must be at least 18 to use it. If you accept these terms for a company, you confirm that you are allowed to do so.

Keep your account details accurate and your sign-in secure. You are responsible for activity in your account. Tell us right away at support@lunessa.io if you think someone has used it without permission.

Lunessa answers your business's phone calls, text messages and website chats with an AI receptionist, books appointments in your calendar, sends confirmations and reminders, keeps your leads and customers in one place, helps you find and contact potential clients, and includes an AI business consultant. Some features, such as arrival tracking, are available only on certain plans. Our Pricing page shows what each plan includes.

Phone and text features need a business phone number connected through Lunessa. WhatsApp is not a standard feature and is available only where we have enabled it for you.

AI can misunderstand people, give wrong or incomplete answers, or take an action you did not intend. Review how your receptionist is set up and check its conversations and actions.

Lunessa's AI agents can write outreach e-mails, sort replies and write reports and suggestions from your records. What they write or suggest is not sent or carried out until you approve it, unless you have switched on automatic sending. You are responsible for reviewing it before you approve it. AI steps count towards a monthly AI allowance; when it is used up, the agents continue with their non-AI behaviour until the next month.

We improve Lunessa regularly, so features may change. If we remove a major feature of a paid plan, we will tell you in advance.

Lunessa communicates with people on your behalf, so you are responsible for following the laws that apply to your calls, messages and e-mails. In particular:

• Where the law requires it, tell callers that they are speaking with an AI assistant and that the call may be transcribed, and get their consent, for example in your receptionist's greeting.
• Only send text messages to people who have agreed to receive them, and respect opt-outs. Lunessa records STOP and START replies automatically and does not send its automated texts to numbers that have opted out.
• If you send outreach e-mails, follow anti-spam laws: identify your business, include the information the law requires, and honour unsubscribe requests. Record unsubscribe replies in Lunessa so it can block further e-mails to that address. Lunessa adds the business name and postal address from your business details to every outreach e-mail and will not let one be approved without them; you are responsible for keeping them accurate.
• Tell your customers, in your own privacy notice, that you use Lunessa and AI to communicate with them.

Lunessa is not an emergency service. The AI receptionist cannot contact emergency services and must not be the only way people can reach you about anything urgent.

Clinics can use Lunessa to answer calls and messages about opening hours, services and appointments. Lunessa is not a medical records system, and it is not designed to meet the requirements of health-privacy laws such as HIPAA. We do not currently sign business associate agreements or similar health-data agreements.

If you provide healthcare, you are responsible for deciding whether your use of Lunessa complies with the health-privacy laws that apply to you. Set up your receptionist so it does not ask for symptoms, diagnoses, treatment or other medical details, and do not enter that information into Lunessa. The AI receptionist does not give medical advice and must not be used to assess symptoms or urgency.

Do not use Lunessa to collect payment card numbers, government identity numbers or other highly sensitive information.

You must not use Lunessa to:

• send spam or unwanted bulk messages, or contact people who have opted out;
• mislead, harass or threaten anyone, or pretend to be someone else;
• break any law, including consumer protection, telemarketing, privacy and anti-spam laws;
• promote illegal, fraudulent, hateful or sexually explicit content;
• interfere with Lunessa, get around its security, or access another customer's data;
• copy, resell or reverse engineer Lunessa, or use it to build a competing product.

We may block messages, remove content or limit features if we reasonably believe these rules are being broken.

Business phone numbers are provided through our telephony provider. Some countries require identity or address checks before a number can be used, and you must give accurate information for them. Numbers are subject to telecom rules and can be suspended or reclaimed if those rules are broken.

Prices are in US dollars:

• Business: $549 per month, or $6,588 per year paid annually. One-time setup fee: $497.
• Growth: $999 per month, or $11,988 per year paid annually. Setup included.
• Scale: $1,699 per month, or $20,388 per year paid annually. Setup included.

Each plan includes a monthly allowance of AI voice minutes, text messages, AI actions, AI Consultant answers, lead searches and e-mail lookups (and, on Scale, GPS travel-time updates), and higher plans include larger allowances. The exact allowances for your plan are available from us on request. If you need more, we will agree the extra usage and its price with you before anything is charged.

Founding members: the first 10 customers who subscribe to the Business plan pay no setup fee and keep the $549 monthly price for 12 months from the day they join. Founding-member benefits cannot be combined with the annual offer's discount. Whether a founding spot is still available is confirmed at checkout.

Annual offer: the first time you visit our website, you get a personal 2-hour window. If you start paying for a full year before it ends, you get 20% off the plan price for your first year. The discount does not apply to the setup fee or to renewals: after the first year, annual plans renew at the regular annual price. The deadline is checked when your payment starts, and a payment page opened in time stays valid for at least 30 minutes. The offer cannot be restarted or combined with other discounts.

A free account includes one free AI Consultant answer.

• Payments are handled by our payment processor. When you subscribe, you authorise us to charge your payment method at the start of each billing period until you cancel. Any setup fee is charged once, with your first payment.
• Subscriptions renew automatically for the same period, monthly or yearly, unless you cancel before the renewal date.
• If we change the price of your plan, we will tell you before the new price applies to your next renewal. Founding-member price locks are honoured until they end.
• If a payment fails, it is retried automatically and your plan keeps working in the meantime. If it still cannot be collected, paid features stop until the balance is paid. Your account and data are kept.

You can cancel at any time in Settings › Plan & billing › Manage billing, or by e-mailing support@lunessa.io. Cancelling stops future renewals. Your plan stays active until the end of the period you have already paid for; after that your account stays open without paid features, and you can ask us to delete it at any time.

Monthly plans have no long-term commitment. Annual plans cover the 12 months paid upfront.

Payments, including setup fees and unused time or usage, are not refundable, except where the law requires a refund. If we charge you by mistake, such as a duplicate charge or a charge after you cancelled, we will refund it in full. To ask about a charge, e-mail support@lunessa.io.

Your business information, customer records and conversations belong to you. You allow us to store and process them only to provide, secure and support Lunessa, as described in our Privacy Policy. For information about your customers, we act on your behalf.

You are responsible for having the right to share your customers' information with us. You can ask us for a copy of your data or for its deletion at any time.

Lunessa works with outside services, such as your calendar. When you connect one, its own terms also apply. If an outside service changes or stops, we may need to change or stop the related feature.

Lunessa's software, design, brand and content belong to Lunessa. While your account is in good standing, you have a limited, non-transferable right to use Lunessa under these terms. If you send us ideas or suggestions, we may use them freely.

You can stop using Lunessa and close your account at any time. We may suspend or close an account, or stop a phone number or message, if these terms are seriously or repeatedly broken, if payment is not made, or if the law or a telecom provider requires it. Where possible, we will warn you first and give you a chance to fix the problem.

Lunessa is provided "as is" and "as available". To the extent the law allows, we do not promise that it will be uninterrupted or error-free, that AI responses will be accurate, or that it will produce any particular result, such as more calls answered, bookings, leads or sales.

To the extent the law allows, neither you nor Lunessa is liable for indirect or consequential losses, such as lost profits, revenue or data, and Lunessa's total liability for any claim is limited to the amount you paid us in the 12 months before the claim arose. Nothing in these terms limits rights that cannot be limited by law.

You agree to cover claims, fines and costs that arise from your data, from your breach of these terms, or from your calls, messages or e-mails not complying with the law.

We may update these terms. The date at the top of this page shows the current version. For significant changes, we will notify you by e-mail or in the app before they take effect. If you do not agree, you can cancel before then.

These terms and our Privacy Policy are the whole agreement between you and Lunessa about the service. If part of these terms cannot be enforced, the rest still applies. You may not transfer these terms without our consent. If these terms are translated, the English version applies.

E-mail: support@lunessa.io. You can also reach us through our Contact page.