Service Agreement

1. The Service

Luma provides a managed WhatsApp-based communication and appointment management service. This includes:

• A dedicated WhatsApp bot number assigned to your business
• Automated appointment scheduling, confirmations, and reminders
• Lead capture and follow-up messaging
• A business dashboard for managing appointments, services, and availability
• Human handoff functionality when customer interaction requires personal attention

Luma operates and maintains all WhatsApp numbers, infrastructure, and bot logic on your behalf. You do not need to manage any technical components.

2. WhatsApp Number & Meta Platform

The WhatsApp bot number assigned to your business is registered and operated by Luma under the Meta WhatsApp Business Platform framework. By entering this agreement, you acknowledge and agree that:

• Luma manages the WhatsApp number on your behalf under its Meta Business account
• All messages sent through the service comply with Meta's WhatsApp Business Platform Policy
• Luma is responsible for maintaining technical compliance with Meta's requirements
• You will not attempt to access, transfer, or reassign the WhatsApp number outside of this agreement
• The number remains registered under Luma's infrastructure for the duration of the service

3. Client Responsibilities

As a Luma client, you are responsible for:

• Providing accurate business information during onboarding (services, pricing, availability, business hours)
• Keeping your dashboard settings up to date
• Ensuring that the content of your services and communications complies with applicable laws
• Not using the service for spam, unauthorized marketing, or any activity that violates Meta's policies
• Notifying Luma promptly of any changes to your business that may affect the service

4. Service Availability & Support

Luma aims to maintain continuous service availability. However:

• Luma does not guarantee 100% uptime and is not liable for interruptions caused by Meta, third-party providers, or force majeure events
• Technical support is available in Hebrew during business hours
• Luma reserves the right to perform maintenance that may temporarily affect service availability, with advance notice where possible

5. Data & Privacy

Luma handles customer data responsibly and in accordance with applicable privacy regulations:

• Customer contact details and appointment data are stored securely in Luma apos database
• Data is used solely to provide and improve the service
• Luma does not sell or share client or customer data with third parties
• Upon termination of service, client data will be retained for 30 days and then deleted upon request

6. Fees & Payment

Service fees are agreed upon during the onboarding process and may include a one-time setup fee and a recurring monthly fee. Payment terms:

• Monthly fees are due at the beginning of each billing cycle
• Late payments may result in temporary suspension of the service
• Luma reserves the right to adjust pricing with 30 days written notice

7. Cancellation & Termination

Either party may terminate this agreement:

• Client may cancel with 14 days written notice - no long-term commitment required
• Luma may terminate the service with 14 days notice if the client violates this agreement or Meta policies
• Luma may terminate immediately in cases of serious policy violation or misuse

Upon termination, the WhatsApp bot number will be deactivated and all active automations will stop.

8. Limitation of Liability

Luma liability is limited to the monthly service fee paid in the month the issue occurred. Luma is not liable for:

• Lost business, revenue, or customers resulting from service interruptions
• Actions taken by Meta that affect service availability or account standing
• Errors resulting from inaccurate information provided by the client

9. Governing Law

This agreement is governed by the laws of the State of Israel. Any disputes will be resolved in the competent courts of Tel Aviv.

10. Acceptance

By engaging Luma services - whether verbally, in writing, or through continued use of the platform - the Client confirms they have read, understood, and agreed to this Service Agreement.

Luma System | Operated by Elor Maman | info@lumasystem.co.il | Version 1.0 — May 2026