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Lumenarc Terms of Service

Version 1.0 · Last updated 6 November 2026

1. About these Terms

1.1 These terms ("Terms") govern your use of Lumenarc's services. Lumenarc is a trading name of Response IQ Ltd, a company registered in England and Wales (company number 09951115), registered office 124 City Road, London EC1V 2NX ("Lumenarc", "we", "us").

1.2 By signing an Order, signing up online, starting a free trial or using the Services, you agree to these Terms on behalf of the business you represent. You confirm you have authority to bind it. The Services are for business use only.

1.3 These Terms include Schedule 1 (Data Processing Agreement). If an Order conflicts with these Terms, the Order wins. If these Terms conflict with Schedule 1 on data protection, Schedule 1 wins.

1.4 Demo Participants. If you take part in a demo given through the Services, including a demo of Lumenarc itself, and you are not a customer, the demo is free and only clauses 7.3, 7.4, 10.2, 11.1, 13 and 17.7 apply to you. Our Privacy Policy explains how we use your data.

1.5 Questions: support@lumenarc.ai.

2. Definitions

"Authorised Users": your employees, agents and contractors whom you allow to use the Services.

"Business Day": a day other than a Saturday, Sunday or public holiday in England.

"Confidential Information": information that is proprietary or confidential and is labelled as such or would reasonably be understood to be confidential.

"Customer Content": everything you or your Authorised Users put into the Services (such as website captures, scripts, documents and prospect lists) and everything the Services produce for you from your demos (such as recordings, transcripts, summaries and analytics).

"Demo Participant": a person who takes part in a demo that you give through the Services.

"Fees": the fees for the Services set out in your Order or on our pricing page.

"Order": an order form, online sign-up or quote that you accept and that refers to these Terms.

"Services": the Lumenarc software and services described in clause 3, including any free trial.

"Subscription": your right to use the Services for the term and plan set out in your Order.

"you": the business that agrees to these Terms.

3. The Services

3.1 Lumenarc provides software that lets businesses give AI-led product demos. Depending on your plan, the Services let you:

3.2 We may change, add or remove features, provided the overall capability of the Services you have paid for is not materially reduced during your Subscription.

4. Free trials

4.1 We may offer a free trial for a limited period. Unless you cancel before it ends, the trial converts to a paid Subscription on the plan you chose and we charge the Fees from that date. We may change or end any free trial at any time. During a free trial, the Services are provided "as is".

5. Fees, billing, renewal and cancellation

5.1 Fees are billed in advance, monthly or annually as set out in your Order ("Billing Cycle"). At the end of each Billing Cycle your Subscription renews automatically on the same terms unless cancelled.

5.2 You must provide a valid payment method and accurate billing details. You authorise us to charge all Fees to that payment method. If automatic payment fails, we will invoice you and you must pay by the date on the invoice.

5.3 Fees exclude VAT and other taxes, which you will pay in addition.

5.4 If you pay late, we may suspend the Services after giving you 7 days' written notice.

5.5 Cancellation. To cancel, email support@lumenarc.ai. Once we accept your cancellation, you remain liable for the Fees for 30 days from that acceptance. Where you have a separate signed agreement with us, its terms on length of service, cancellation and termination apply instead.

5.6 Except where the law requires otherwise, or as stated in clause 14.3, clause 15.1 or Schedule 1, Fees are non-refundable.

5.7 Usage allowances in a plan (for example demo minutes) apply per Billing Cycle and do not roll over. If you use your allowance, you may upgrade or wait for the next Billing Cycle.

6. Licence

6.1 In return for the Fees, we grant you a non-exclusive, non-transferable licence for your Authorised Users to use the Services for your internal business purposes during your Subscription. It ends when your Subscription ends.

7. Customer Content and AI

7.1 Ownership. You own your Customer Content. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit and display it to provide, support and secure the Services.

7.2 Training and quality. You also grant us the right to use Customer Content, including recordings and transcripts, to train and improve our AI models and services and for quality purposes. This licence continues after your Subscription ends for models and improvements already made.

7.3 Recording. Demo Participants agree to recording when they opt in to a demo through the Services, before the call starts. You must not remove, change or bypass that step, and if you add your own entry route or notice, it must say that calls may be recorded and used for training and quality purposes.

7.4 AI output. The voice agent and other AI features generate output automatically. Output may be inaccurate, and you are responsible for checking the content your demos are built from and for how you use the output. The voice agent tells Demo Participants that it is an AI; you must not present it as a person.

7.5 Your responsibility for content. You are responsible for the legality, accuracy and quality of the Customer Content you supply, and for having the rights to use it, including any third-party content on your website or in your product.

8. Data protection

8.1 Each of us will comply with data protection law. For personal data in Customer Content, you are the controller and we are your processor, as set out in Schedule 1, except for our own use under clause 7.2, for which we are a controller. For your account and billing data, and for our own website and demos, we are a controller under our Privacy Policy.

9. Our obligations

9.1 We will provide the Services with reasonable skill and care, and maintain the licences and permissions we need to do so.

9.2 We do not promise that the Services will be uninterrupted or error-free, or that they will meet your requirements. We are not responsible for delays or failures caused by the internet or other networks we do not control.

10. Your obligations and acceptable use

10.1 You will:

10.2 You will not use the Services to access, store, distribute or transmit any virus or malicious code, or any material that:

10.3 You will not:

10.4 We may suspend access to the Services, without liability, if you breach this clause 10 or if we reasonably need to protect the Services, other customers or Demo Participants. We will tell you why and restore access once the issue is fixed.

11. Intellectual property and confidentiality

11.1 We and our licensors own all intellectual property rights in the Services, including improvements and models. These Terms give you no rights in the Services except the licence in clause 6.

11.2 If you send us feedback or suggestions, we may use them freely.

11.3 Each party will keep the other's Confidential Information confidential and use it only to perform these Terms. This does not apply to information that is or becomes public through no fault of the receiving party, was already lawfully held by it, is lawfully received from a third party without restriction, is independently developed, or must be disclosed by law or a court or regulator. This clause survives the end of these Terms.

11.4 Unless you tell us otherwise in writing, we may name you and show your logo as a customer on our website and in sales materials.

12. Indemnity

12.1 You will defend and indemnify us against claims, losses, damages and costs (including reasonable legal fees) arising from: (a) your breach of clause 7.3, 7.5 or 10; or (b) a claim that Customer Content infringes a third party's rights.

13. Limitation of liability

13.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.

13.2 Subject to clause 13.1, our total aggregate liability arising under or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution or otherwise, is limited to the total Fees you paid in the 12 months immediately before the event giving rise to the claim. This cap applies to all claims together, including claims under Schedule 1.

13.3 Subject to clause 13.1, we are not liable for any loss of profits, revenue, business, goodwill or anticipated savings, loss or corruption of data, pure economic loss, or any special, indirect or consequential loss.

13.4 We are not liable for losses arising from: (a) changes to the Services by anyone other than us; (b) use of the Services contrary to these Terms or our instructions; or (c) information, content or instructions you supply.

13.5 Except as expressly set out in these Terms, all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent the law allows.

14. Term and termination

14.1 These Terms apply from when you first accept them until your last Subscription ends.

14.2 Either party may end your Subscription by written notice:

14.3 If you end your Subscription under clause 14.2 because of our breach, we will refund any prepaid Fees for the period after termination.

14.4 When your Subscription ends:

15. Changes to these Terms

15.1 We may update these Terms, for example to reflect changes in the Services or the law. Each version carries a version number and date. For a material change, we will email the account owner at least 30 days before it takes effect; if you do not agree, you may end your Subscription before then, with no further Fees after it ends, and we will refund prepaid Fees for the period after it ends. Other changes take effect when published.

16. Dispute resolution

16.1 Before starting court proceedings, each party will try to resolve a dispute by giving the other written notice and meeting to discuss it. If it is not resolved within 30 days of notice, either party may propose in writing that it be referred to mediation under the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure. If the parties cannot agree a mediator within 7 days, either may ask CEDR to appoint one.

16.2 Either party may go to court at any time for an injunction to stop unauthorised use of the Services, Customer Content or intellectual property, or to protect Confidential Information.

17. General

17.1 Events beyond control. Neither party is liable for delay or failure caused by events beyond its reasonable control (other than paying money owed), provided it tells the other party and tries to limit the effects.

17.2 Assignment. You may not assign or transfer your rights or obligations without our written consent. We may assign ours, and remain responsible to you for obligations already owed.

17.3 Notices. Notices must be in writing and sent by email or by hand or recorded delivery to the address on the Order (for us: the address in clause 1.1). Email notices are received when sent, unless the sender gets a delivery failure message.

17.4 Waiver and severance. A delay in enforcing a right is not a waiver of it. If a court finds any provision invalid, the rest remain in force.

17.5 No partnership; third parties. Nothing in these Terms creates a partnership or agency. No one other than the parties has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

17.6 Entire agreement. These Terms, Schedule 1 and your Order are the whole agreement between us on their subject, and replace any earlier arrangements. Neither party relies on any statement not set out in them. Your purchase order terms do not apply.

17.7 Law and courts. These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Schedule 1: Data Processing Agreement

Version 1.0 · Last updated 6 November 2026

This Data Processing Agreement ("DPA") forms part of the Lumenarc Terms of Service ("Terms") between you ("Customer") and Response IQ Ltd, trading as Lumenarc ("Lumenarc"). Terms defined in the Terms have the same meaning here.

1. Definitions

"Data Protection Law": the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003, and, where they apply to the processing, the EU GDPR (Regulation (EU) 2016/679) and the laws of EU member states implementing it, each as amended or replaced from time to time.

"Customer Data": personal data in Customer Content that Lumenarc processes on the Customer's behalf under the Terms.

"controller", "processor", "data subject", "personal data", "personal data breach", "processing" and "supervisory authority": have the meanings given in Data Protection Law.

"EU SCCs": the standard contractual clauses approved by the European Commission in Decision (EU) 2021/914.

"UK Addendum": the International Data Transfer Addendum to the EU SCCs issued by the UK Information Commissioner under section 119A of the Data Protection Act 2018. "IDTA": the International Data Transfer Agreement issued under the same section.

"Restricted Transfer": a transfer of personal data that would be prohibited by Data Protection Law without a safeguard such as the IDTA, the UK Addendum or the EU SCCs.

"Sub-processor": a third party that Lumenarc engages to process Customer Data.

2. Roles and scope

2.1 For Customer Data, the Customer is the controller and Lumenarc is its processor. The details of processing are in Annex 1.

2.2 Lumenarc's own use. Under clause 7.2 of the Terms, the Customer grants Lumenarc the right to use Customer Content, including recordings and transcripts, to train and improve its AI models and services and for quality purposes. For that use, and for account, billing, security and service-usage data, Lumenarc is an independent controller, governed by its Privacy Policy. Clauses 3 to 7 and 9 to 11 of this DPA do not apply to that use; clause 8 does.

3. Lumenarc's obligations as processor

3.1 Lumenarc will process Customer Data only on the Customer's documented instructions, unless the law requires otherwise, in which case it will tell the Customer first unless the law forbids it. The Terms, the Customer's configuration of the Services and the Customer's use of their features are the Customer's instructions. Lumenarc will tell the Customer if it believes an instruction breaks Data Protection Law.

3.2 Lumenarc will ensure that everyone it authorises to process Customer Data is bound by a duty of confidentiality.

3.3 Lumenarc will implement and maintain appropriate technical and organisational measures to protect Customer Data, including those in Annex 2. It may update those measures as long as the overall level of protection is not reduced.

3.4 Lumenarc will keep records of the processing it carries out for the Customer, as Data Protection Law requires.

4. The Customer's obligations

4.1 The Customer will comply with Data Protection Law in its use of the Services, and ensures that it has a lawful basis for the processing it instructs and has given data subjects the information the law requires, including in its own privacy notice, which must be linked from its demos.

4.2 Recording consent is collected from each Demo Participant when they opt in to the demo, before the call starts. The Customer will not remove, change or bypass that step. If the Customer uses its own entry route or notice, it is responsible for collecting equivalent consent and telling participants that calls may be recorded and used for training and quality purposes.

4.3 The Customer will not put special category data, criminal offence data or children's data into the Services.

5. Sub-processors

5.1 The Customer gives Lumenarc general authorisation to engage Sub-processors. The current list is at lumenarc.ai/subprocessors and forms Annex 3.

5.2 Lumenarc will put a written contract in place with each Sub-processor that imposes data protection obligations no less protective than this DPA, and remains liable to the Customer for each Sub-processor's performance.

5.3 Lumenarc will email the Customer's account owner at least 30 days before adding or replacing a Sub-processor. The Customer may object in writing within those 30 days on reasonable data protection grounds. The parties will discuss the objection in good faith. If Lumenarc cannot resolve it within 30 days of receiving it, the Customer may end the affected Services by written notice and Lumenarc will refund prepaid Fees for the period after termination.

6. Data subject requests and assistance

6.1 Lumenarc will pass to the Customer, without undue delay, any request it receives from a data subject about Customer Data, and will not answer it except on the Customer's instructions. Taking into account the nature of the processing, Lumenarc will help the Customer respond, including through features of the Services.

6.2 Lumenarc will give the Customer reasonable help with security, breach notifications, data protection impact assessments and consultations with supervisory authorities about the Services. Lumenarc may charge its reasonable costs for help that goes beyond what the Services' features provide.

7. Personal data breaches

7.1 Lumenarc will notify the Customer without undue delay, and where feasible within 48 hours, after becoming aware of a personal data breach affecting Customer Data. The notice will include what Lumenarc then knows about the nature of the breach, the data and data subjects affected, likely consequences, and the steps taken or proposed. Lumenarc will provide further details as they become available and take reasonable steps to contain the breach.

7.2 Notifying a breach is not an admission of fault or liability.

8. International transfers

8.1 Lumenarc may transfer Customer Data outside the UK and the EEA where needed to provide the Services, provided the transfer complies with Data Protection Law.

8.2 Where Lumenarc makes a Restricted Transfer to a Sub-processor, it will put in place the IDTA, the UK Addendum, the EU SCCs or another valid safeguard, or rely on an adequacy decision (including the UK-US data bridge where the recipient is certified).

8.3 To the extent the Customer's transfer of Customer Data to Lumenarc is a Restricted Transfer under the EU GDPR, the EU SCCs are incorporated into this DPA as follows:

8.4 To the extent a transfer from the Customer to Lumenarc is a Restricted Transfer under the UK GDPR, the UK Addendum applies, incorporating the EU SCCs as set out in clause 8.3. Its Table 1 is completed with the parties' details in the Terms and the Order, Tables 2 and 3 with clause 8.3 and the Annexes of this DPA, and in Table 4 either party may end the Addendum as set out in its Section 19.

8.5 If the EU SCCs, the UK Addendum or the IDTA conflict with this DPA, they win.

9. Audits

9.1 Lumenarc will make available to the Customer the information reasonably needed to show compliance with this DPA, such as security documentation and answers to a reasonable security questionnaire.

9.2 If that information is not enough, the Customer may audit Lumenarc's compliance no more than once in any 12 months, on at least 30 days' written notice, during business hours, at the Customer's cost, and under confidentiality. These limits do not apply where there are indications of non-compliance or a personal data breach, or where a supervisory authority requires an audit; then the Customer may audit on notice that is reasonable in the circumstances. The Customer may use an independent auditor who is not a competitor of Lumenarc.

10. Return and deletion

10.1 For 30 days after the Subscription ends, the Customer may export its Customer Data. Within a further 30 days, Lumenarc will delete Customer Data from its live systems, unless the law requires it to keep it. Copies in backups are deleted as the backups expire, within a further 30 days, and remain protected under this DPA until then.

10.2 This clause does not cover data Lumenarc holds as a controller under clause 2.2. Lumenarc keeps recordings and transcripts for training and quality for the period in the data we process table, and need not delete models or improvements already made.

11. Liability

11.1 Each party's liability under or in connection with this DPA, including the EU SCCs and the UK Addendum where the law allows, is subject to the limits and exclusions in clause 13 of the Terms.

12. Term

12.1 This DPA applies for as long as Lumenarc processes Customer Data.

Annex 1: Details of processing

Item Details
Parties Data exporter: the Customer (controller, or processor for its own client). Data importer: Lumenarc, as processor for the Customer's purposes and as controller for its own use under clause 2.2. Contact privacy@lumenarc.ai, data protection contact Scott Lee.
Subject matter and duration Providing the Services under the Terms, for the length of the Subscription and the deletion period in clause 10.
Nature and purpose Building and running AI-led product demos; personalising them using information from the Demo Participant, the Customer and public sources; recording, transcribing, summarising and analysing them; delivering results to the Customer and its connected systems; supporting and securing the Services.
Lumenarc's own use (controller) Training and improving Lumenarc's AI models and services, and quality checks, using Customer Content including recordings and transcripts (clause 2.2). Retention as in the data we process table.
Data subjects Demo Participants (the Customer's prospects and contacts); the Customer's staff whose details appear in Customer Content.
Categories of personal data As set out in the data we process table: contact details, public business information about the person and their company, call audio, transcripts, summaries and analytics, demo interaction data and technical data.
Special category data None intended (clause 4.3).
Frequency of transfer Continuous, for the length of the Subscription.
Retention As in clause 10 and the data we process table.
Sub-processors As in Annex 3.

Annex 2: Technical and organisational measures

Lumenarc maintains at least the following measures:

Annex 3: Sub-processors

The list of Sub-processors, with what each does and where, is at lumenarc.ai/subprocessors.