Terms of Service

These Terms of Service ("Terms") govern access to and use of the Lua CRM platform, websites, and services (collectively, the "Service"). By accessing or using the Service, you agree to be bound by these Terms.

The Service is provided by:

• Company: Luana CRM OÜ
• Registered in: Estonia
• Address: Harju maakond, Lasnamäe linnaosa, Sepapaja tn 6, Tallinn, Estonia
• Email: [email protected]

Depending on the contractual relationship, different Lua CRM entities may provide the Service.

Lua CRM is a cloud-based CRM and business automation platform that provides:

• Customer relationship management
• Workflow automation
• Reporting and analytics
• AI-powered assistance and automation
• Industry-specific modules (including medical and dental solutions)

The Service may be updated, modified, or expanded over time.

• Lua CRM is primarily provided as a self-service software-as-a-service (SaaS) platform.
• Certain human-driven services, such as onboarding assistance, customer support, configuration guidance, or consulting, may be provided optionally and at Lua CRM's discretion, depending on the subscription plan or separate agreement.
• These services do not alter the nature of Lua CRM as a digital software product and do not constitute the delivery of manual or custom work as the primary service.

• You must be legally capable of entering into a binding agreement.
• You represent that you have authority to bind the organization you act on behalf of.
• You are responsible for maintaining the confidentiality of your login credentials.
• You are responsible for all activities under your account.
• Lua CRM is not intended for use by minors.

The Service may be used by:

• Businesses (B2B)
• Individual professionals (B2C)
• Government and public institutions (B2G)

Each customer is responsible for ensuring that its use of Lua CRM complies with applicable laws and regulations.

You agree to:

• Provide accurate and lawful information
• Use the Service only for lawful purposes
• Obtain all necessary consents from your end-users
• Ensure compliance with data protection and medical regulations where applicable
• Not misuse, reverse engineer, or interfere with the Service

You are solely responsible for the data you upload, store, or process through Lua CRM.

Lua CRM may be used to process medical or dental data.

You acknowledge and agree that:

• Lua CRM acts as a data processor for such data
• You are responsible for determining the legal basis for processing
• Lua CRM does not provide medical advice
• The Service is a technical tool, not a healthcare provider

Lua CRM provides AI-powered features intended to assist with automation, insights, and productivity.

You acknowledge that:

• AI outputs are generated automatically
• AI responses may contain inaccuracies
• Final decisions remain your responsibility
• AI features do not replace professional judgment

Lua CRM does not train public AI models using customer data.

• Some features require a paid subscription
• Prices, plans, and billing cycles are displayed on the website or agreed contractually
• Payments are processed via third-party providers (e.g. Stripe, Stripe, local operators)
• Fees are non-refundable unless required by law or explicitly stated otherwise
• Lua CRM may suspend access for non-payment

All rights, title, and interest in the Service, including:

• Software
• Design
• Logos
• Trademarks
• Documentation

remain the exclusive property of Lua CRM.

You retain ownership of your data.

Lua CRM processes personal data in accordance with:

• Its Privacy Policy
• Its Data Protection page
• Applicable data protection laws (including GDPR)

Customers retain control over data uploaded to the Service.

The Service may integrate with third-party services (e.g. Google, payment providers).

Lua CRM is not responsible for:

• Third-party services availability
• Third-party terms or policies
• Data processed outside Lua CRM's control

• The Service is provided on an "as is" and "as available" basis
• Lua CRM does not guarantee uninterrupted availability
• Maintenance or downtime may occur
• Support levels depend on your subscription plan

Lua CRM may suspend or terminate access if:

• These Terms are violated
• The Service is misused
• Required by law

Customers may terminate their account according to subscription terms.

Upon termination, data may be deleted in accordance with the Privacy Policy.

To the maximum extent permitted by law:

• Lua CRM shall not be liable for indirect, incidental, or consequential damages
• Total liability shall not exceed the fees paid during the preceding 12 months

Nothing limits liability where prohibited by law.

You agree to indemnify and hold harmless Lua CRM from claims arising from:

• Your use of the Service
• Data you upload or process
• Violation of laws or third-party rights

Lua CRM may update these Terms from time to time. Material changes will be communicated through the Service or website. Continued use constitutes acceptance.

These Terms are governed by the laws of: Estonia

Disputes shall be resolved in the competent courts of that jurisdiction, unless otherwise agreed.

For questions regarding these Terms: