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Terms of service

The agreement between your business and CodeBridger LTD for using Lumi: plans, credits, payment, your data, tools, acceptable use and liability.

Last updated: 28 September 2026

1. About these terms

These terms are an agreement between you and CodeBridger LTD (“we”, “us”), a company registered in England and Wales, company number 17152834, registered office 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom. They cover your use of Lumi Support (“Lumi”): the dashboard at app.lumi-support.com, the chat widget and hosted chat pages at widget.lumi-support.com, and the website lumi-support.com.

Lumi is for business use. By creating an account you confirm that you use Lumi for your trade, business or profession, that you are at least 18, and that you can agree to these terms for your business.

Our privacy policy explains how we handle personal data. It is part of these terms.

2. What Lumi is

Lumi lets you create AI support agents. An agent:

  • answers visitors on your website (a chat bubble or an inline chat) or on a hosted chat page, from the knowledge text you add;
  • can call tools on MCP servers you connect, if you allow them;
  • can hand the chat to you or your teammates, and ask visitors for an email.

Lumi uses third-party AI models, chosen by you per agent, through Vercel AI Gateway.

What Lumi does not do today (so you can judge it before you pay): no file upload or website import for knowledge; an English-only widget, dashboard and emails; no streaming replies; web chat only; no reports; no public API; no rate limit or domain allow-list for widgets; no data export. We may add or change features over time (§11).

3. Your account

  • You sign in with a Google account. Keep it secure; you are responsible for what happens under it.
  • You are responsible for the teammates you invite and the access you give them.
  • Tell us at once if you think someone has used your account without permission.
  • Give us a working email address. We send billing and service messages to it.

4. Plans, credits and payment

4.1 The plan

  • Lumi is priced per AI agent, per month: $9, £7, or the fixed local price shown at checkout (€8, C$13, A$13, CHF 8, S$12, 90 kr SEK/NOK, 60 kr DKK, ¥1,500), plus VAT or other tax where it applies.
  • Each paid agent is one seat. Each seat includes 1,500 credits a month for that agent, and 2 teammates who can handle its chats. Each extra teammate on the same agent adds one more seat.
  • The plan is billed monthly in advance and renews automatically each month until you cancel (§4.6). There is no yearly plan.

4.2 Credits

  • Each AI reply uses credits. We meter each reply from the AI cost reported for it, at one fixed rate that is the same for every model. The dashboard shows each model’s price in credits before you choose it. Tool calls and larger models use more credits.
  • Monthly credits belong to one agent. They reset at the start of each billing month and do not roll over.
  • Credits have no cash value. They cannot be transferred to another account or exchanged for money.
  • We may change the credit rate for the future. We will tell you at least 30 days before a change, and the dashboard will always show the current price per model.

4.3 Top-ups

  • You can buy prepaid top-up credits for one agent, or for a pool shared by all your agents: from $5 to $1,000 per purchase, charged in US dollars, plus VAT or tax where it applies.
  • Top-up credits do not expire while your account exists.
  • We never buy credits for you automatically.

4.4 When credits run out: no overage

When an agent has used up its own credits (its monthly credits and any top-ups bought for it) and your shared top-ups are used up too, it stops writing AI replies. Its widget asks visitors for an email instead, and the lead is saved for you. We do not charge overage. The agent answers again when you buy a top-up or its monthly credits reset.

4.5 Trial

  • The trial covers one agent and lasts 3 days or until 60 credits are used, whichever comes first. It needs a card.
  • When the trial ends, it becomes the paid plan and your card is charged. If you use the 60 credits early, this happens early. You can cancel before the trial ends: in the dashboard, open Billing and choose “Manage or cancel plan”.
  • One trial per account.
  • Before any plan, you can test an agent on your preview page: 5 preview replies per agent. Preview chats are never billed.

4.6 Removing seats, deleting agents and cancelling

  • Remove seat: the agent leaves your next invoice. The current month is not refunded. The agent keeps working until the renewal date, unless you choose to deactivate it at once.
  • Removing your last seat cancels the plan at the end of the current paid period.
  • Deleting an agent permanently deletes its knowledge, conversations and contacts. Its seat is released with no refund for the current period. Its own top-up credits move to your shared pool.
  • You can cancel at any time. There is no minimum term.

4.7 Payments, tax and refunds

  • Payments are processed by Stripe. Stripe Managed Payments acts as the merchant of record for our subscriptions and top-ups: it collects VAT and other taxes, and handles payment support. Stripe’s own terms apply to the payment.
  • Except where the law requires otherwise, payments are not refundable, including for a seat removed part-way through a month and for unused credits.
  • Stripe may refund a payment itself to resolve a payment dispute (for example within 60 days of the charge, under its Managed Payments rules). If a payment is refunded or disputed:
    • a full refund or a dispute of a plan payment cancels the plan, and your agents are paused;
    • a partial refund of a plan payment is a goodwill payment and changes nothing else;
    • a refunded or disputed top-up removes the refunded share of its credits. Credits already used become a negative balance, which your next top-up pays back.
  • If a payment fails or your plan lapses, your agents stop answering and their widgets ask visitors for an email instead. You see those leads in full once your plan is active again.

4.8 Price changes

We may change the plan price. We will tell you by email at least 30 days before the change affects you, and you can cancel before it does.

5. Your content and your visitors’ data

  • You own your content: your knowledge text, instructions, settings, and the conversations your agents have. You give us permission to host, copy and process it only to run Lumi for you, and to keep it secure.
  • You are the controller of your visitors’ personal data. We process it for you, as described in our privacy policy. You are responsible for:
    • having a lawful basis to collect what your agent asks for;
    • telling your visitors, in your own privacy notice, that you use Lumi and AI to answer them, and which tools and services their data may reach;
    • answering your visitors’ data requests (we will help).
  • Do not put in your knowledge, or ask visitors for, information you are not allowed to process. Avoid sensitive data (health, finances, government ids) unless you need it and it is lawful.
  • The data-user value your site passes to the widget is not verified by Lumi. Do not rely on it to decide who may see private account information.
  • We do not offer a separate data processing agreement yet. If your business needs one, email us.

6. Tools you connect (MCP)

  • You choose which MCP servers to connect and which tools each agent may use. You are responsible for those tools, for the access you grant them, and for what they do.
  • Tool calls run with the credentials you gave, on behalf of anyone who opens your chat. Visitors are anonymous. Our advice: allow tools that read public information and tools that only add records; do not allow refunds, payments, deletes, admin tools or “call any API” tools.
  • We are not responsible for third-party services you connect, their availability, or their terms. Your use of them is between you and their provider.
  • Lumi does not ask for approval before each tool call, and there is no limit on tool calls per conversation yet. Every call is logged in your transcripts.

7. Acceptable use

You must not use Lumi, or let anyone use your agents, to:

  • break the law, or help anyone else break it;
  • send spam, or collect personal data without a lawful basis;
  • deceive people: for example, pretending your agent is a human, or pretending to be another person or company;
  • publish content that is illegal, hateful, harassing, sexually explicit, or that infringes someone else’s rights;
  • give medical, legal, financial or safety advice that people rely on without review by a qualified person, or run emergency or life-critical services;
  • target children;
  • attack, overload or probe Lumi or other customers’ agents: for example, scripted traffic that drains another customer’s credits, attempts to extract another agent’s instructions or data, or attempts to get around our limits;
  • copy, reverse engineer or resell Lumi, except as the law allows;
  • hide, remove or change the “Powered by Lumi” link in the widget.

We may remove content, pause agents or suspend accounts that break these rules (§10).

8. AI output

  • Lumi’s replies are written by AI models. They can be wrong, incomplete or out of date, even when your knowledge is correct.
  • You are responsible for what your agent tells your customers in your name. Write clear instructions and knowledge, keep human handoff on, and read your transcripts.
  • Do not let your agent promise refunds, discounts or other commitments unless you are willing to honour them.
  • We do not guarantee any result, such as a share of chats resolved.

9. Availability and support

  • We work to keep Lumi running, but we do not promise it will always be available or free of errors. There is no service-level agreement and no status page.
  • We depend on third parties (Google Cloud, Vercel, the AI model providers, Stripe, Resend). If one of them fails, parts of Lumi may stop working.
  • Support is by email at info@codebridger.co.uk.

10. Suspension and ending the agreement

  • You can stop using Lumi at any time by removing your seats or deleting your agents (§4.6).
  • We may pause agents or suspend your account, with notice where we reasonably can, if:
    • you break these terms;
    • a payment fails or is disputed;
    • your use puts Lumi, other customers or the public at risk;
    • the law requires it.
  • We may end the agreement for any reason with 30 days’ notice by email.
  • When the agreement ends, your agents stop answering. Your data stays until you delete it or ask us to delete it; see the privacy policy.

11. Changes to Lumi and to these terms

  • Lumi will change: we may add, change or remove features. If we remove a feature you pay for, we will tell you in advance where we reasonably can.
  • We may change these terms. We will post the new version here and email you about significant changes at least 30 days before they apply. If you keep using Lumi after that, the new terms apply.

12. Our intellectual property

Lumi, its software, design and brand belong to CodeBridger LTD. These terms give you the right to use Lumi while your account is active. They do not transfer ownership of anything to you. If you send us feedback, we may use it without owing you anything.

13. Liability

  • Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
  • Lumi is provided “as is”. To the extent the law allows, we give no promise that it is fit for a particular purpose.
  • We are not liable for: loss of profit, revenue, business, goodwill or data; indirect or consequential loss; what AI replies say; or what tools you connect do.
  • Our total liability to you in any 12-month period is limited to the amount you paid us in that period.
  • You will cover our reasonable costs of claims brought against us because of your content, the tools you connect, or your breach of these terms or of the law.

14. General

  • These terms are the whole agreement between you and us about Lumi.
  • If a court finds part of these terms invalid, the rest still applies.
  • If we do not enforce a right at once, we can still enforce it later.
  • You may not transfer these terms to someone else without our written agreement. We may transfer them to a company that takes over Lumi, and will tell you if we do.
  • These terms are governed by the law of England and Wales, and the courts of England and Wales decide any dispute.

15. Contact

CodeBridger LTD · 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom · info@codebridger.co.uk