Terms of service

These terms and your proposal

These terms apply to every service Lunobel provides. Your written proposal describes exactly what you are buying, the price and the notice period, and forms part of your agreement with us. If the proposal and these terms ever disagree, the proposal wins.

Our services are provided to businesses, not consumers. Consumer protection law such as the Consumer Rights Act 2015 therefore does not apply, and the laws referred to below are the ones that govern contracts between businesses in England and Wales.

Our services

We provide websites, AI phone and chat assistants, review replies, local search optimisation, reminder and follow-up automation and related support, as described in your package and proposal.

Under the Supply of Goods and Services Act 1982 we must carry out our services with reasonable care and skill, within a reasonable time and, where no price is agreed, for a reasonable charge. We keep you informed of progress, ask for your sign-off at each stage and put right, at no charge, any work that falls short of this standard.

AI services and call recording

Our AI assistants are configured with information and approved answers that you provide and sign off. They are reliable but, like any AI, they can occasionally misunderstand a caller or give an imperfect answer. We monitor them and send you summaries, which you should review. Results such as the number of calls answered, bookings made or your position on Google depend on many factors outside our control and are not guaranteed.

Calls handled by an AI assistant are recorded and transcribed so that we can send you a summary and improve its answers. The Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 allow a business to record its calls for these purposes provided callers are told, and UK GDPR requires that callers know their information is being processed. You are responsible for telling your callers, and we provide a short announcement and wording for your website and privacy notice to make this easy.

Reminder and follow-up messages are service messages about appointments your customers have booked, which PECR permits. If you ask us to send marketing messages, you must first have your customers' consent, or meet the "soft opt-in" conditions in Regulation 22 of PECR, and every message will include a way to opt out.

Your responsibilities

You agree to give us accurate information, to provide the content, logins and approvals we need within a reasonable time, and to use our services lawfully. You confirm that you own, or have permission to use, any text, images, logos and data you give us, so that publishing them does not infringe anyone's rights under the Copyright, Designs and Patents Act 1988 or the Trade Marks Act 1994.

You remain responsible for your business, for your customers and for the accuracy of the information published about you, including prices and any claims about your services, which must comply with the Business Protection from Misleading Marketing Regulations 2008 and the rules of the Advertising Standards Authority. The Electronic Commerce (EC Directive) Regulations 2002 and the Companies Act 2006 require your website to show your business name, geographic address, email address and, if you are a company, your registered number and office; we will add these for you.

Prices and payment

Setup fees are payable before work begins. Monthly fees are payable in advance each month, or for the year in advance if you choose annual billing. All prices are shown in full. We are not VAT registered, so no VAT is added. If we register for VAT in future we will tell you in writing and add VAT at the rate then in force from your next invoice.

If an invoice is more than 14 days overdue we may pause services after giving you written notice, and resume them once it is paid. Under the Late Payment of Commercial Debts (Interest) Act 1998 we are entitled to charge statutory interest on overdue invoices at 8% above the Bank of England base rate, together with the fixed compensation the Act allows; we will only do so where payment is seriously overdue.

Changes allowance

Each package includes a monthly allowance of changes to your website and setup. Unused time does not roll over to the next month. Work beyond the allowance is charged at the hourly rate shown on our pricing page or in your proposal, and we will always tell you before it is incurred.

Ending the agreement

There is no minimum term unless your proposal says otherwise. Either of us can end the agreement by giving 30 days' written notice. If you pay annually, the agreement runs until the end of the year you have paid for. We may end it sooner if an invoice remains unpaid after we have paused services, or if either of us seriously breaks these terms and does not put it right within 14 days of being asked.

When the agreement ends, hosting, AI assistants and automations stop at the end of the paid period. Within 30 days we hand over your content, your domain and an export of your website so that you can move it elsewhere, and we delete the personal data we hold on your behalf in line with our privacy policy.

Ownership

You own your business name, domain, content and customer data, and once the website has been paid for in full we assign to you the copyright in the design and content we created for it, as the Copyright, Designs and Patents Act 1988 requires for ownership to pass. We keep ownership of our own tools, templates, prompts and know-how, which we may reuse for other clients. Open-source software and third-party services we set up on your behalf, such as Google Business Profile or your booking system, are governed by their own licences and terms.

Liability

We are not liable for loss of profit, business, bookings or data, or for any indirect or consequential loss. Our total liability to you in any 12-month period is limited to the fees you paid us in that period. We believe these limits are reasonable for a service of this price, which is the test the Unfair Contract Terms Act 1977 applies to them.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit.

Data protection

How we handle your own personal information is explained in our privacy policy. Where our services involve your customers' information, such as callers' names and numbers or booking details, you are the data controller and we act as your processor under UK GDPR. Article 28 requires a written contract for this, so we will sign a data processing agreement with you before any such service goes live. We process that information only on your instructions, keep it secure, help you respond to your customers' requests and delete or return it when the agreement ends.

Law and disputes

These terms are governed by the law of England and Wales and any dispute will be dealt with by its courts. We will always try to resolve any problem with you directly first, and we are happy to use mediation before either of us goes to court.