Terms & Conditions

1. About these Terms

These Terms & Conditions (the Terms) govern access to and use of the Lume NDR & CSR portal, related demonstrations, support, integrations, and subscription services (together, the Service).

In these Terms, Lume, we, us, or Company means Lume Ventures or the Lume entity identified in an accepted proposal, order form, or invoice. Customer, you, or your means the company or person requesting or using the Service. Customer Data means information submitted to, imported into, or created in the Customer's workspace.

By ticking the acceptance box, submitting a demo request, accepting an account, signing an order, or using the Service, you confirm that you have read and agreed to these Terms. If you act for a company, you confirm that you are authorized to bind that company.

2. Demo requests and account approval

A demo request does not automatically create an account and does not guarantee approval. We may verify the applicant, business, website, contact information, intended use, and technical requirements before providing credentials.

We may approve, reject, limit, or withdraw a demo request where reasonably necessary for security, capacity, legal, or business reasons. Demo workspaces may contain sample data and may restrict real integrations, team changes, subscriptions, or operational actions.

3. Accounts and authorized users

The Customer must provide accurate account information and keep it current. Every user should use an individual account and must keep login credentials confidential.

The Customer is responsible for:

Accounts may not be sold, shared outside the Customer's organization, or used to access another customer's workspace.

4. Service purpose and permitted use

The Service is provided for lawful return-management, NDR, CSR, shipment follow-up, team assignment, reporting, and related business operations.

You must not:

5. Customer Data ownership

The Customer retains its rights in Customer Data. These Terms do not transfer ownership of Customer Data to Lume.

The Customer gives Lume a limited right to host, process, transmit, back up, and display Customer Data only as reasonably required to provide, secure, support, maintain, and troubleshoot the Service; follow the Customer's instructions; and meet legal obligations.

The Customer confirms that it has the required rights, notices, permissions, and lawful basis to provide Customer Data and to instruct Lume to process it for return and customer-contact operations.

6. Data use and no sale

Lume will not sell Customer Data or use Customer Data for third-party advertising. We will not use identifiable shipment or customer data to operate an unrelated business.

We may use service telemetry and aggregated or de-identified information to secure, maintain, understand, and improve the Service where the information cannot reasonably identify the Customer, its merchants, or individual recipients.

Demo-request contact information may be used to review the request, verify the business, communicate about the Service, prevent abuse, and complete onboarding.

7. Data security

Lume will use reasonable administrative, technical, and organizational safeguards appropriate to the Service and the nature of the data. Access is designed to be workspace-based and role-based.

No internet service, third-party network, or storage system can be guaranteed completely secure or continuously available. The Customer must also protect its devices, credentials, courier accounts, API access, and internal user permissions.

If either party becomes aware of a material security issue affecting the Service or Customer Data, it should notify the other party without unreasonable delay and cooperate on reasonable protective steps.

8. Data retention after suspension or termination

When a Customer workspace is suspended or terminated, Customer Data will normally remain available for possible reactivation or export during a limited retention period.

Unless a different written agreement or applicable legal requirement applies, Lume will schedule Customer Data for deletion from active systems 30 days after the account is suspended or terminated. The Customer is responsible for requesting an export before that period ends.

Deletion may not be immediate in encrypted backups that rotate on a standard cycle. Limited records may also be retained where reasonably required for billing, fraud prevention, dispute resolution, security investigation, or compliance with law. Retained information remains subject to the data-use restrictions in these Terms.

9. Integrations and third-party services

Courier systems, messaging providers, browsers, hosting providers, and customer APIs are third-party services. Their availability, data accuracy, status terminology, limits, and policies are outside Lume's direct control.

The Customer authorizes Lume to exchange the agreed information with connected providers for the purpose of operating the Service. The Customer must obtain and maintain valid provider access and must not supply credentials it is not entitled to use.

A provider name or configuration option shown in the portal is not a guarantee that a live connector is available for every account. Production integrations require technical review, valid access, mapping, testing, and approval.

10. Data accuracy and operational decisions

The portal displays and organizes information received from customers, users, couriers, and other connected sources. Lume does not independently guarantee that source data, addresses, phone numbers, shipment statuses, COD amounts, or user remarks are accurate or complete.

The Customer remains responsible for call scripts, customer consent, reattempt instructions, refunds, delivery decisions, and other operational actions. The Service supports those decisions but does not replace the Customer's judgment or the courier's delivery system.

11. Plans, limits, and fair use

Features and limits may vary by plan, including returns, users, integrations, merchants, reports, notifications, storage, or support. The current order form, accepted offer, invoice, or portal plan description forms part of these Terms.

The Customer must not bypass plan limits or use automated methods that materially interfere with other customers. We may apply reasonable technical limits to protect stability and security.

12. Subscription term and automatic renewal

Unless the accepted offer states otherwise, a paid subscription runs monthly and automatically renews each month on the same calendar date. If that date does not exist in a later month, renewal occurs on that month's last day.

By starting a recurring subscription, the Customer authorizes the applicable recurring charge or agrees to pay the renewal invoice. If automatic payment is unavailable, continued access may depend on payment by the stated due date.

The Customer may request cancellation before the next renewal date. Cancellation stops future renewals but does not reverse charges already earned for the current subscription period.

13. Upgrades, downgrades, and refunds

When a Customer upgrades during a paid period, Lume will charge only the applicable prorated difference for the remaining part of that billing period, unless the Customer accepts a different written quotation. The upgraded limits may begin after payment or confirmation.

A downgrade normally takes effect on the next renewal date. Downgrading does not create a refund or credit for the unused part of the current higher plan. The Customer must reduce usage to the new plan limits before the downgrade becomes effective.

Payments are non-refundable except where required by applicable law or expressly agreed in writing. Incorrect or duplicate charges should be reported promptly for investigation.

14. Taxes and payment obligations

Prices are payable in the currency shown on the invoice or order. Taxes, bank charges, payment-provider fees, and withholding obligations are handled as stated in the applicable invoice or required by law.

Late or failed payment may result in reduced access or suspension after reasonable notice, unless immediate action is necessary to prevent abuse or security risk.

15. Service availability, errors, and maintenance

We aim to operate the Service reliably, but software and integrations can experience errors, delays, incomplete syncs, maintenance, third-party outages, or temporary unavailability. Such operational errors are not intentional.

Lume will use reasonable efforts to investigate confirmed faults within its control and restore affected functions. Unless expressly promised in a separate written service-level agreement, the Service is provided on an available basis and uninterrupted or error-free operation is not guaranteed.

Customers should maintain reasonable business-continuity procedures and verify time-sensitive courier actions through the relevant provider when necessary.

16. Support and changes to the Service

Support channels, response targets, and onboarding work depend on the selected plan or written agreement. The Customer should provide enough detail to reproduce a reported problem without exposing unnecessary personal data or credentials.

We may improve, replace, or discontinue a feature where reasonably necessary. We will give reasonable notice when a material change is expected to substantially reduce a paid core function, where practical.

17. Confidentiality

Each party may receive non-public business, technical, operational, or commercial information from the other. The receiving party must use such information only for the Service, protect it with reasonable care, and disclose it only to people who need it and are subject to suitable confidentiality obligations.

This section does not cover information that is public without breach, was already lawfully known, is independently developed, or is lawfully received from another source. Legally required disclosure is permitted where the receiving party gives notice when allowed.

18. Intellectual property

Lume and its licensors retain rights in the portal, software, design, documentation, branding, workflows, and technology. The Customer receives a limited, non-exclusive, non-transferable right to use the Service during its authorized subscription or demo.

The Customer retains rights in its own brands, materials, and Customer Data. Feedback may be used to improve the Service without identifying the Customer or disclosing confidential information.

19. Suspension and termination

Lume may suspend or limit access for non-payment, unlawful use, security risk, material breach, misuse of integrations, harm to the Service, or a legal requirement. Where practical and safe, we will provide notice and an opportunity to resolve the issue.

Either party may end the Service as allowed by the selected plan or written order. Provisions concerning payment, confidentiality, intellectual property, data retention, disclaimers, liability, and disputes continue where their nature requires it.

20. Disclaimers

To the maximum extent permitted by applicable law, Lume does not guarantee a particular return-recovery rate, customer response, courier reattempt, delivery result, revenue outcome, or business saving. Results depend on source data, courier operations, timing, customer decisions, and the Customer's team.

Any estimate, dashboard, or report should be reviewed against the Customer's official courier and accounting records before it is used for financial reporting or a final customer decision.

21. Limitation of liability

Nothing in these Terms excludes liability that cannot legally be excluded. To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, punitive, or consequential loss, or for lost profit, revenue, goodwill, or anticipated savings arising from the Service.

To the maximum extent permitted by law, Lume's total liability arising from the Service will not exceed the fees paid by the affected Customer for the Service during the three months immediately before the event giving rise to the claim. This limit does not apply where a separate signed agreement states a different limit.

22. Indemnity for unlawful customer use

The Customer will be responsible for third-party claims and reasonable costs arising from Customer Data or Customer use that violates law, infringes another person's rights, or materially breaches these Terms, except to the extent caused by Lume's own breach or misconduct.

23. Events outside reasonable control

Neither party is responsible for delay caused by events beyond its reasonable control, including widespread network failure, natural disaster, war, civil disturbance, government action, utility failure, or a major third-party platform outage. Payment obligations already due are not excused.

24. Changes to these Terms

We may update these Terms to reflect Service, legal, security, or business changes. The current version and effective date will be published with the Service. Material changes will be communicated through a reasonable channel before they take effect where practical.

Continued use after an updated version takes effect means acceptance of the revised Terms. If the Customer does not accept a material change, it may stop using the Service and request cancellation subject to existing payment obligations.

25. Governing law and disputes

Unless a signed order states otherwise, these Terms are governed by the laws of Pakistan. The parties will first try in good faith to resolve a dispute through written discussion. If it cannot be resolved, the courts with jurisdiction in Islamabad, Pakistan will have exclusive jurisdiction, subject to any mandatory law that applies.

26. General terms

These Terms, together with the accepted order, plan, invoice, and any signed data or service agreement, form the agreement for the Service. If a signed order expressly conflicts with these Terms, the signed order controls for that conflict.

Failure to enforce a provision is not a waiver. If a provision is held unenforceable, the remaining provisions continue. The Customer may not transfer the agreement without Lume's written consent, except as part of a lawful transfer of substantially all of its business. Lume may use qualified service providers to operate the Service while remaining responsible for its obligations under these Terms.

27. Contact

Questions, cancellation requests, data-export requests, and legal notices may be sent to: