Defines the rules, rights, and responsibilities when using our platform.

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Effective Date: July 25, 2026

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These Terms of Service ("Terms") govern your use of the products and services provided by Lumen VOC ("Lumen VOC," "we," "our," or "us").
 

By using our Services, you agree to these Terms. If you do not agree, you should not use the Services. For questions, contact us at hello@lumenvoc.com

Eligibility

You must be at least 18 years old and capable of entering into a binding contract.

If you are using the Services on behalf of a company, you represent that you are authorized to bind that company to these Terms.

Accounts

To access the Services, you must create an account and provide accurate, complete, and up to date information.

You are responsible for safeguarding your login credentials and for all activity under your account.

Notify us immediately of any unauthorized use of your account.

Services

The Services include the feedback intelligence platform and features described on our website or in an Order Form.
 

We may update or improve the Services from time to time. Where changes are material, we will notify you.
 

Certain Services may be provided free of charge on a trial basis; others require payment.

Your Data and Member Feedback

You retain ownership of all data you upload to the Services, including member feedback, survey responses, support tickets, and social media comments ("Your Data").
 

You are responsible for ensuring you have the right to share any member or customer data you upload to the Services. By uploading data, you represent that you have obtained the necessary permissions from the individuals whose feedback is included.
 

We process Your Data solely to provide you the Services, including AI powered analysis, sentiment scoring, and reporting.
 

We may use anonymized and aggregated data derived from Your Data for product improvement, industry benchmarking, and research purposes. Anonymized data means data that has been processed so that it cannot be used to identify any individual or organization. No identifiable member data will be shared, sold, or disclosed to third parties.

We do not sell or rent your personal information or Your Data.

Acceptable Use

You agree not to:
 

• Copy, resell, or sublicense the Services.

• Reverse engineer, decompile, or attempt to extract source code.

• Upload unlawful, harmful, or infringing content.

• Interfere with the proper functioning of the Services.

• Use bots, scrapers, or automated systems to extract data.

Fees and Payment

• Fees are set out in the applicable Order Form or subscription plan.

• Payments are due within thirty (30) days of invoice unless otherwise stated.

• Fees exclude all applicable taxes; you are responsible for paying any required taxes except those based on Lumen VOC's income.

Subscription Tiers and Limits

The Services are offered in tiered subscription plans (Foundation, Growth, and Network), each with defined capabilities and monthly feedback item limits.
 

Usage beyond your plan's limits may require an upgrade. We will notify you before any additional charges apply.

Intellectual Property

All intellectual property in the Services remains the exclusive property of Lumen VOC.

You are granted a non exclusive, non transferable right to use the Services during your subscription.

If you provide feedback or suggestions about the Services, you grant Lumen VOC a royalty free, perpetual license to use them for product improvement.

Privacy

Your use of the Services is also governed by our Privacy Policy, which explains how we handle personal data.

Confidentiality

Each Party agrees to protect the other's confidential information and only use it as necessary to perform under these Terms.

Termination

You may cancel your subscription at any time; no refunds will be issued unless required by law or agreed in writing.
 

We may suspend or terminate your access if you breach these Terms or misuse the Services.

Upon termination, your access to the Services will end. Your Data will be retained for 30 days following termination, after which it will be permanently deleted unless otherwise required by law.

Provisions such as confidentiality, limitation of liability, and intellectual property will survive termination.

Disclaimers

The Services are provided "as is" and "as available."

 

Lumen VOC makes no warranties, express or implied, including merchantability, fitness for a particular purpose, or non infringement.
 

We do not guarantee that the Services will be uninterrupted, secure, or error free.

AI generated analysis, sentiment scores, and insights are estimates based on the data you provide and should not be treated as definitive measurements. Lumen VOC is not responsible for decisions made based on AI generated outputs.

Limitation of Liability

To the fullest extent permitted by law, neither Party will be liable for indirect, incidental, or consequential damages.
 

Lumen VOC's total liability for claims arising out of these Terms will not exceed the fees paid by you in the twelve (12) months preceding the claim.

Indemnification

You agree to indemnify and hold harmless Lumen VOC against claims, damages, or expenses arising from your misuse of the Services, violation of these Terms, or infringement of third party rights.
 

You agree to indemnify Lumen VOC against claims arising from data you upload to the Services, including claims from individuals whose feedback data you uploaded without proper authorization.

Governing Law

These Terms are governed by the laws of the State of New York, U.S.A. Any disputes will be resolved in the courts of New York.

Changes

We may update these Terms from time to time. If we make material changes, we will notify you at least ten (10) days before they take effect. Continued use of the Services after changes means you accept the updated Terms.

Contact

For questions or concerns about these Terms, please contact:

Lumen VOC
Email: hello@lumenvoc.com
Website: lumenvoc.com