Terms of service

These terms are the agreement between Lumina Labs US LLC ("Lumina", "we") and the business that subscribes to MiaNex ("you"). Using the service means you accept them. If you are agreeing on behalf of a business, you confirm you are authorised to do so.

We provide an AI receptionist that answers your incoming phone calls. It can give your opening hours, quote your prices, describe your services, take a message for your staff, transfer a call, send a text at a caller's request, and — where you connect a point-of-sale system — tell a caller the status of their own order. Where you connect Jobber, it can also tell a caller when their next visit is, offer open times from your team's Jobber schedule, and book the visit into your Jobber.

Where your plan includes WhatsApp, the same receptionist answers the messages your customers send to your WhatsApp number, and hands the conversation to your staff when they ask for a person or when it needs one.

The receptionist answers calls and messages that your customers send to you. We do not make outbound calls on your behalf, and the service is not a dialler, a marketing tool, or a means of contacting people who have not contacted you first. The one kind of message your business may start is a WhatsApp template, and only to a customer who has agreed to receive it, as described below.

The service works by you forwarding your existing business line to a phone number we provide. Your published number does not change and remains yours.

The number we provide is ours, not yours. It is licensed to you for as long as you subscribe. You cannot port it away, and when your subscription ends we may release it. Do not print it, advertise it, or give it to customers as your number.

• You are responsible for setting up and removing the forwarding on your own line.
• If you stop subscribing, remove the forwarding first. A forwarded line pointing at a released number does not ring anywhere.

Calls answered by the service are recorded and transcribed so that you can review what was said and so we can improve how calls are handled. The receptionist announces this at the start of a call.

Florida requires the consent of every party to a recorded conversation. The announcement is how that consent is obtained, and you must not disable or alter it. You are responsible for compliance with recording law in every place you and your callers are located, and for telling your own customers that you use a recorded answering service if you are required to.

Where you enable texting, messages are sent from a number registered to your business under US carrier rules, and you are the sender of record. You may only text customers who have asked you to, you must honour STOP immediately, and you must not use the service for marketing to people who have not agreed to receive it.

Registering your business with the carriers requires accurate information about it. Giving us details that are not accurate is grounds for us suspending texting.

If you submit a request at /helpdesk on this site and tick the box asking for text messages, Mia Help Desk (Lumina Labs US LLC) may send you text messages about that support request -- an update on it, or a question from whoever picks it up. These are service messages about your own request. They are not marketing, and we do not send offers, promotions or newsletters to a number given this way.

The box is optional and starts unticked. Not ticking it does not enrol you, and your request is submitted either way -- we reply by email.

• Message frequency varies, and depends on your request.
• Message and data rates may apply.
• Reply STOP to any message to stop receiving texts. Reply HELP for assistance.
• Consent is not required to submit a request, to receive a reply, or to use MiaNex.
• Carriers are not liable for delayed or undelivered messages.
• For help, reply HELP to any message or email support@luminalabs-us.com.

If you tick the optional box “Text me about my account and support requests” in Account → Settings, or the optional box “Text me about my MiaNex account” on the sign-up page, MiaNex (Lumina Labs US LLC) may text you about your MiaNex account: billing and payment problems, setup status, security alerts and replies to your support requests. The box is unticked until you choose it. These messages are not marketing: no offers, promotions or newsletters.

• Who is texted: only an account holder or user of a MiaNex business who ticked the box and gave their own number. Never a business's callers or customers.
• What is sent, and how often: notices about your own account or support requests. Message frequency varies with what happens on your account.
• Message and data rates may apply.
• Opt out: reply STOP to stop, or HELP for help, untick the box in Account → Settings, or email support@luminalabs-us.com. A STOP applies to every text from that number until you reply START.
• Consent is not a condition of buying anything or of using MiaNex.
• We do not sell your mobile number, and we do not share it with third parties or affiliates for their marketing or promotional purposes.
• We keep a record of each choice you make about these texts: your number, the time, the version and exact words you saw, and where you made it. It is used to send and to prove the messages you chose, and for nothing else.

MiaNex (Lumina Labs US LLC) sends product updates and offers about MiaNex by text message only to people who tick a separate, optional box: “Text me MiaNex product updates and offers”, at sign-up or in Account → Settings. The box is never pre-ticked, is never part of accepting the terms, and is not inferred from having an account or from agreeing to the account and support texts, which are a separate choice.

• Who is texted: only account holders and their users who ticked the marketing box and gave their own number. Never a business's callers or customers, a purchased or imported list, or a lead or prospect who has not ticked it.
• What is sent, and how often: recurring product updates and offers about MiaNex, up to 4 messages a month. When you subscribe we send one confirmation text: “MiaNex: you're subscribed to product updates and offers, up to 4 msgs/month. Msg & data rates may apply. Reply HELP for help, STOP to unsubscribe.”
• Message and data rates may apply.
• Opt out: reply STOP to unsubscribe, or HELP for help, or untick the box in Account → Settings at any time, or email privacy@luminalabs-us.com. A STOP applies to every text from that number until you reply START.
• Consent to marketing texts is not a condition of purchase, and is not required to use MiaNex.
• We do not sell your mobile number, and we do not share it with third parties or affiliates for their marketing or promotional purposes.
• We keep a record of each choice you make about these texts: your number, the time, the version and exact words you saw, and where you made it. It is used to send and to prove the messages you chose, and for nothing else.

Where you use WhatsApp, your business is the sender of record: the WhatsApp Business account and the number are registered to your business, through an account we set up for you with Twilio and Meta. Your use of WhatsApp is also governed by Meta's WhatsApp Business Terms of Service and its Business and Commerce policies, which you agree to when the account is created, and Meta may restrict or disable a number that breaks them.

WhatsApp allows free replies for 24 hours after a customer's last message. After that, and for any conversation your business starts, only a message template Meta has approved may be sent, and the service sends one only to a customer who has agreed to hear from you there. A customer writing to you opens the 24-hour window; it is not agreement to messages you start.

• Send templates only to customers who have agreed to receive them, and record how they agreed. The service will not send one without that record.
• When a customer asks to stop, by STOP or in their own words, the service stops writing to them. Do not reach them by WhatsApp again unless they ask you to.
• Do not ask customers to send passwords, card numbers, bank details or Social Security numbers by WhatsApp. Where they send one anyway, the service removes it before it is stored.
• The receptionist does not open photos or documents a customer sends. They are kept for your staff to open, and what to do with them is your decision.

The receptionist answers from the information you give us — your hours, your prices, your services — and from your point-of-sale system where one is connected. It is automated, and it can be wrong: it can mishear, misread a record, or answer a question you did not anticipate.

You are responsible for what your customers are told on your line. What you agree with a customer at your counter governs their order, not what an automated system said on the phone. We recommend you review calls regularly, particularly in the first weeks.

Where you connect Jobber, you authorise us to read your Jobber clients, properties, team members, jobs and schedule, and to create clients, properties, jobs and visits in it for bookings your callers agree to on the call. A booking the receptionist makes is made in your name, in your Jobber, and you remain responsible for honouring, moving or declining it as you would any other.

You can end the connection at any time, from MiaNex or from Jobber. Your use of Jobber itself is governed by your agreement with Jobber.

We work to keep the service running continuously, and we depend on other providers — telephone carriers, hosting, and the AI services listed in our privacy policy — to do so. We do not guarantee uninterrupted service and we do not offer a service level agreement at these prices.

This matters more here than for most software, and we would rather say it plainly: while your line is forwarded to us, an outage means your calls are not answered. If uninterrupted answering is essential to you, keep the ability to remove the forwarding quickly, and consider forwarding on busy and no answer rather than forwarding everything.

Subscriptions are monthly and charged in advance. Each plan includes a number of call minutes; minutes above that are charged at the plan's rate and appear on the following month's invoice. Minutes are rounded up per call, which is how telephony is billed and how our own costs are charged to us.

WhatsApp is included in the Business plan and above, with 3,000 messages a month. On the Lite and Pro plans it is an add-on at $29 a month with 1,000 messages a month. Messages above the allowance are charged at $0.05 each and appear on the following month's invoice. A message is one the receptionist or your staff send from your WhatsApp number, templates included. Messages your customers send you, and the automatic replies to a request to stop, are not counted.

Prices may change. We will tell you before a change affects you, and you may cancel rather than accept it. Payment is taken by Stripe; we do not see or store your card details.

• Cancel at any time. Your subscription runs to the end of the period you have paid for.
• We do not refund part months, and unused minutes and messages do not carry over.
• If a payment fails we will keep answering your phone while you sort it out. We will not cut off a business's phone line to collect a debt.

Your settings, your call recordings and transcripts, and any customer information we hold on your behalf remain yours. We use them to run the service for you, and for the purposes set out in our privacy policy. We do not sell them.

You can export or ask us to delete your data at any time, and we will delete it within a reasonable period after your subscription ends unless we are required to keep it.

You agree not to use the service to:

• contact people who have not contacted you, or send marketing messages to people who have not asked for them;
• send WhatsApp messages that break Meta's WhatsApp Business policies, or send templates to people who have not agreed to receive them;
• impersonate another business, or present the receptionist as a human being if asked directly whether it is one;
• record conversations where you are not permitted to;
• attempt to extract the underlying models, resell the service, or use it for a business other than the one you registered.

You may cancel at any time from your billing page. We may suspend or end the service if you break these terms, if payment remains unresolved after we have contacted you, or if we are required to.

Except where you have broken these terms, we will give you reasonable notice before ending the service, so that you can remove the forwarding from your line before it stops being answered.

We provide the service as it is. To the extent the law allows, we are not liable for lost profits, lost business, or indirect losses, and our total liability in any twelve-month period is limited to what you paid us in that period.

Nothing here limits liability that cannot lawfully be limited.

These terms are governed by the laws of the State of Florida, and the courts of Florida have exclusive jurisdiction.

Questions about these terms: support@luminalabs-us.com.