Terms of service.

By signing up for a Luna account or by using the Luna service, you agree to these terms. If you don’t agree, don’t use the service.

Luna is an AI assistant that replies to messages sent to your shop across the channels you connect (Instagram DM, Messenger, WhatsApp, Gmail, website chat, optionally SMS). It learns your tone from a fifteen-scenario onboarding flow. It books appointments through Cal.com on your behalf. It escalates threads it judges sensitive to your email.

Luna is not your employee, your lawyer, your accountant, or a replacement for human judgment on sensitive matters. Luna will escalate complaints, refund requests, complaints involving health, legal threats, or requests for you by name. Luna may make mistakes. You are responsible for reviewing your conversation logs and correcting course where needed.

You will receive a unique per-client URL with an access token. Keep it private. You are responsible for activity on your account. If you believe your token has been compromised, email hello@luna.agency and we will rotate it.

Luna offers two plans: Starter at $60 CAD per month (one channel) and Pro at $149 CAD per month (every channel, multi-staff, multi-location). The first five clients (the “Founding Five”) receive their setup free and in person. Billing is monthly, in advance, via Stripe. You can cancel anytime from your dashboard; the cancellation takes effect at the end of the current billing cycle. We do not prorate refunds for partial months except where required by law.

• Use Luna to send spam, abusive content, or messages prohibited by the channel’s own terms (Meta, WhatsApp, Google, etc.).
• Misrepresent yourself as a different business.
• Use Luna to violate any applicable law.
• Attempt to extract Luna’s system prompts or reverse-engineer the service.
• Share your access token with anyone outside your business.

If you breach this section, we may suspend or terminate your account without notice.

You own everything you and your customers say. By using Luna, you grant us a limited license to process that content for the sole purpose of operating the service for you. We do not use your conversations to train AI models. We do not sell your data.

Luna depends on services we don’t control: Meta (IG / Messenger / WhatsApp), Google (Gmail), Stripe, Cal.com, ManyChat, Twilio, Anthropic, Supabase, Vercel, Resend. If one of them goes down, Luna may degrade or stop working until it’s back. We’ll do our best to communicate, but we don’t guarantee any third-party uptime.

We don’t commit to a formal SLA at this stage. We respond to support emails within one business day on best effort. Pro plan customers get priority. If Luna is materially broken for an extended period, we’ll credit you proportionally — email us.

Replies sent by Luna are generated by a large language model (Anthropic Claude). They are based on the voice profile you train and may occasionally be wrong, off-tone, or unsuitable. You are responsible for the replies Luna sends in your name. We strongly recommend reviewing the daily summary email and the dashboard’s conversation log, especially in the first weeks. You can pause Luna at any time from the dashboard.

Luna books into your Cal.com calendar based on the availability rules you set there. If you misconfigure your Cal.com (wrong hours, missing buffers, etc.), the bookings will reflect that. Always review your calendar settings before going live.

Cancel anytime from your dashboard. Your account remains active until the end of the current billing cycle. We delete your data within 30 days of closure, with the exceptions noted in the Privacy Policy.

We may suspend or terminate your account if you breach these terms, if your channel-provider (Meta, Google, etc.) requires it, or if required by law. We’ll give you reasonable notice unless that would cause harm or violate the law.

Luna is provided “as is.” To the maximum extent permitted by law, we disclaim all implied warranties, including merchantability and fitness for a particular purpose. We do not warrant that Luna will be uninterrupted, error-free, or that AI-generated replies will be accurate in every case.

To the maximum extent permitted by law, Luna Agency’s total liability for any claim arising from these terms or the service shall not exceed the amount you paid us in the twelve (12) months preceding the claim. We are not liable for indirect, incidental, or consequential damages — for example lost profits, lost bookings, or reputational harm.

You agree to indemnify and hold Luna Agency harmless from any claim arising from your use of the service in violation of these terms or applicable law, including any claim by an end customer whose messages you handled through Luna.

These terms are governed by the laws of the Province of Québec and the laws of Canada applicable there. Any dispute will be resolved in the courts of the Judicial District of Montréal, unless applicable law requires otherwise.

We may update these terms. Material changes will be notified by email to active clients at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.

Email hello@luna.agency. Postal address available on request.