Terms of Service
Last updated: August 2026
1. Who we are — and who this offer is for
Luna is offered by Luna Studios AI Holdings Ltd., 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom (“we”, “Luna Studios”). You can reach us any time at [email protected].
Our offer is directed exclusively at companies, self-employed professionals and other business customers — not at consumers. By placing an order you confirm that you are acting in the course of your trade, business or profession.
2. What Luna is
Luna is an AI assistant for your website: she talks and chats with your visitors, answers questions about your business and guides prospects to your offer. We set Luna up completely for you; embedding her on your website takes a single line of code, which you (or your webmaster) add to your site.
Once we have received all the information we need from your onboarding, Luna is typically live on your website within 48 hours. Luna is built on modern AI technology, including services from specialised third-party providers; we continuously improve the service and may enhance features or replace them with at least equivalent ones.
We aim for the consistently high availability that is customary for modern cloud services. However, we do not formally guarantee a specific minimum availability in the standard plans; short interruptions (e.g. for maintenance or caused by third-party providers) may occur.
3. Conversations & fair use
Each plan includes the number of conversations per month stated in the plan description. A conversation is a completed exchange between a visitor and Luna; for particularly long sessions, each additional 5 minutes of active conversation time (or part thereof) counts as a further conversation. This keeps the allowance fair for everyone — for typical website conversations this limit is irrelevant in practice.
If your allowance regularly proves too small, simply contact us at [email protected] — you can move to a bigger plan or, on request, to a per-minute model. In the event of substantial overuse we may throttle Luna until things are clarified; we will contact you first.
4. Prices & payment
The prices shown at checkout apply. Billing is monthly in advance via our payment provider Stripe. We will announce any price changes at least 30 days in advance; they only take effect from the following billing period. If you do not agree with a price change, you can cancel as usual with effect from the end of the current billing period.
5. Term & cancellation
Your plan runs monthly and renews automatically for one month at a time. You can cancel at any time with effect from the end of the current billing period — an informal email to [email protected] is enough. A billing month that has already started (and been paid) is not refunded pro rata; Luna remains active until the end of the paid period and is deactivated afterwards. You then remove the widget code line from your website yourself.
6. Late payment
If a payment fails, we will let you know (and Stripe will retry the payment). If payment remains outstanding 7 days after the due date, we may temporarily deactivate Luna until the open amount has been settled. Your setup is preserved — once payment is received, we switch Luna back on.
7. 30-day money-back guarantee
We want Luna to pay for herself. That is why we voluntarily give new customers a money-back guarantee for the first month — in addition to your statutory rights. It applies under these fair conditions:
- The guarantee applies once per customer, only to the first month of your first purchase and in all plans — but only when buying at the regular price (it does not apply to discounted or promotional prices).
- You actively cooperated during onboarding so that Luna could go live within 48 hours, and Luna was subsequently online on your website for at least 28 of the 30 days. Delays demonstrably caused by us will of course not be held against you — periods in which Luna could not be live because of missing responses or missing embedding on your side, however, will.
- Luna held at least 300 genuine visitor conversations during those 28+ days (an average of 10 per day). Artificially generated conversations do not count.
If these conditions are met and Luna still has not improved your results, simply email us within the first 30 days at [email protected] — you will get your first monthly payment back in full.
8. Your cooperation
For Luna to do a great job for you, we need you in a few places:
- You provide complete and accurate information about your business during onboarding and respond to queries promptly.
- You add the widget code line to your website (or have it added) and remove it again after the contract ends.
- You remain responsible for your own website — including your own legal texts (e.g. privacy notices covering the use of an AI assistant).
9. AI content & liability
Luna uses artificial intelligence. Despite careful setup, AI-generated answers can occasionally be incomplete or incorrect — that is the nature of the technology. We aim for the greatest possible accuracy, take every reported error seriously and correct it promptly; report anything unusual to us at any time at [email protected]. The information on your website and your own statements to your customers always remain authoritative — so spot-check business-critical statements made by your Luna.
To the fullest extent permitted by law, we exclude liability in connection with AI-generated content as well as for indirect damage, consequential damage and loss of profit. Where an exclusion of liability is not legally permissible, our total liability is limited to the amounts you paid us in the 12 months preceding the event. Nothing in these terms limits liability that cannot legally be limited (such as for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence).
10. Intellectual property
Luna, the widget, the software and all associated trademarks remain our property or that of our licensors. For the duration of the contract you receive the right to use Luna on the agreed website. Your own content and data naturally remain yours.
11. Privacy & data processing
How we handle data is described in our Privacy Policy. Where you use Luna on your website, we process your visitors' data on your behalf — this is governed by our Data Processing Agreement (DPA) under Art. 28 GDPR, which is automatically part of this contract.
12. Changes to these terms
We may amend these terms with effect for the future, for example for new features or changes in the law. We will announce material changes by email at least 30 days in advance; if you do not object before they take effect, or if you continue to use the service afterwards, they are deemed accepted. The announcement will remind you of your right to cancel.
13. Governing law
These terms are governed by the laws of England and Wales. The exclusive place of jurisdiction is London, England. Should any provision of these terms be invalid, the remainder stays in effect.