Legal
Acceptable Use Policy
Last updated: 14 July 2026
This policy is part of the Terms of Service and applies to everyone who uses Lumnya — merchants, their staff, and anyone acting through their account. It exists to keep the service safe for merchants, their customers, and us.
01Lawful business only
You may not use Lumnya for a store or activity that is illegal where you operate or where you sell — including the sale of illegal goods, counterfeit products, or products you have no right to sell; fraud, phishing, or deceptive commerce (fake reviews, bait pricing, impersonating another business); or infringement of others' intellectual property.
02Don't misuse the AI
You may not use the assistant or agents to generate or spread illegal, defamatory, or deliberately deceptive content; configure the assistant to make claims about your products you know to be false; or attempt to make the AI act outside its safety design — for example, prompt-injection attacks, attempts to extract other merchants' data or our system prompts, or automating approval of confirm-gated actions to bypass human review.
03Respect your customers' data
You are the controller of your customers' data. You may not direct into Lumnya data you have no right to process, use conversation data in ways your own privacy policy doesn't allow, or solicit special-category data (health, beliefs, biometrics) or children's data through the chat. Configure the assistant honestly: shoppers should not be misled about talking to an AI.
04Messaging & anti-spam
Emails sent through or triggered by Lumnya (notifications, follow-ups, review requests) must comply with anti-spam law (PECR, CAN-SPAM, GDPR): send only to recipients you are entitled to contact, honor unsubscribes — Lumnya enforces suppression lists, and you may not attempt to circumvent them — and don't use the service for bulk unsolicited messaging.
05Platform integrity
You may not probe, scan, or test the vulnerability of the service without written authorization (security researchers: contact us at contact@lumnya.ai first — we welcome coordinated disclosure); interfere with the service or other merchants' use of it; scrape, resell, or white-label the service without an agreement; use the service to build a competing product; or share account access with unauthorized parties.
06Fair use
Plan limits (chats, usage caps) exist so pricing stays honest. Artificially generating conversations, automating traffic to inflate or game usage, or systematically extracting the AI's outputs for purposes unrelated to running your store are not permitted.
07Enforcement
Violations may lead to a warning, feature restriction, suspension, or termination, depending on severity — with notice and a chance to cure where reasonable, and immediately where the violation is unlawful or endangers others. Where the law requires, we may also report activity to authorities. We may update this policy as the product grows; material changes are announced per the Terms.
08Reporting abuse
If you see a store or user abusing Lumnya, or receive unwanted messages sent through the service, report it to contact@lumnya.ai (subject: “Abuse”). Reports are reviewed by a human.