Terms of Service
The terms that apply when you subscribe to a LUFIO plan or buy our services.
1. About these terms
These Terms of Service (“Terms”) apply to all services provided by LUFIO LTD, whose registered office is at International House, 45-55 Commercial Street, London, E1 6BD, United Kingdom (“LUFIO”, “we”, “us”, “our”). By buying a plan on lufio.shop or accepting a written proposal from us, you agree to these Terms.
Our services are designed for businesses. If you are buying as a consumer, section 16 applies and nothing in these Terms affects your statutory rights.
2. Definitions
- “Client” or “you”: the business or person who buys our services.
- “Services”: e-commerce management, product catalogue and online store support, online customer support and any related services described in your Plan or proposal.
- “Plan”: the subscription you choose, including its price and the scope of work described on the plan page or in your proposal.
- “Billing Period”: each recurring period of your Plan, starting on the date of your first payment.
- “Service Scope”: the work included in your Plan, as confirmed in writing during onboarding.
3. Our services
3.1 The work included in each Plan is described on its plan page and confirmed in writing during onboarding. Where the two differ, the written confirmation applies.
3.2 Work outside the Service Scope may be quoted and invoiced separately. We will always agree it with you before starting.
3.3 We provide the Services with reasonable skill and care, during UK working hours (Monday to Friday, 9:00 to 17:30, excluding bank holidays) unless your Plan states otherwise.
3.4 We do not hold stock, pick, pack or ship physical goods, and we do not give legal, tax, accounting or financial advice.
4. Onboarding
4.1 We will contact you within one working day of your first payment to arrange onboarding.
4.2 The Services start once onboarding is complete and we have the access and information we need. Your first Billing Period starts on the date of your first payment.
4.3 If onboarding is delayed for more than 14 days because we are waiting for access or information from you, we may start the Services with the access available or pause the Plan until you are ready, after telling you in writing.
5. Fees and payment
5.1 Fees are as shown at checkout or in your accepted proposal.
5.2 Plans are billed in advance at the start of each Billing Period and renew automatically until cancelled.
5.3 Payments are processed by Stripe. By subscribing, you authorise us, through Stripe, to charge your chosen payment method at the start of each Billing Period.
5.4 Where VAT applies, it is added at the current rate and shown at checkout and on your receipt or invoice.
5.5 If a payment fails, we will tell you. If it is not resolved within 7 days, we may suspend the Services until payment is received.
5.6 We may change Plan prices by giving you at least 30 days’ written notice. The new price applies from the first Billing Period that starts after the notice period ends.
6. Changing your Plan
You can move to a different Plan or add a service by contacting us. Changes take effect from the start of your next Billing Period unless we agree otherwise in writing.
7. Cancellation and termination
7.1 Plans run on a rolling basis with no minimum term. You can cancel at any time by emailing info@lufio.shop. Cancellation takes effect at the end of the current Billing Period, as long as we receive your notice before the next renewal date. You will not be charged again after that.
7.2 Refunds are handled under our Refund Policy.
7.3 We may end your Plan by giving 30 days’ written notice. We may end it immediately if you seriously breach these Terms and don’t put the breach right within 14 days of our notice, if payment remains overdue after the period in clause 5.5, or if you ask us to do anything unlawful.
7.4 When the Services end, we stop work, remove our access to your systems, hand over any work in progress that you have paid for, and return or delete your data as set out in section 10.
8. Your responsibilities
- Give us accurate information, timely access to the systems we need and prompt decisions or approvals when we ask for them.
- Remain responsible for your products, prices, policies and the legal compliance of your shop, including product safety, consumer law and advertising rules.
- Set the policies we follow when dealing with your customers, such as refunds, returns and compensation. We act within the limits you give us.
- Grant us appropriate staff or collaborator access, keep your own account credentials secure and remove our access when the Services end.
- Not ask us to do anything unlawful or that breaches the rules of the platforms and marketplaces you sell on.
9. Intellectual property
9.1 You keep ownership of your content, product data, images and brand materials, and you give us permission to use them to deliver the Services.
9.2 Content we create specifically for you, such as product descriptions, reply templates and reports, belongs to you once the relevant fees are paid.
9.3 We keep ownership of our own methods, know-how, internal tools and general templates.
10. Data protection
10.1 Each party will comply with the UK General Data Protection Regulation and the Data Protection Act 2018.
10.2 When we process personal data on your behalf as part of the Services, you are the controller and we are your processor. The subject matter and duration of processing are the Services and their term. The data concerned is your customers’ contact, order, delivery and communication data. In that role we will:
- process personal data only on your documented instructions;
- make sure our team members are bound by confidentiality obligations;
- apply appropriate technical and organisational security measures;
- use sub-processors only under written terms that protect the data to the same standard, and tell you about any changes so you can object;
- help you respond to data subject requests and meet your security and breach notification obligations;
- notify you without undue delay after becoming aware of a personal data breach;
- delete or return personal data at the end of the Services, unless the law requires us to keep it;
- provide the information you reasonably need to show compliance with these obligations.
10.3 Our Privacy Policy explains how we handle personal data as a controller.
11. Confidentiality
Each party will keep the other’s confidential information confidential and use it only to perform or receive the Services. This obligation continues for two years after the Services end.
12. Third-party platforms
We work inside platforms and marketplaces whose own terms apply to your account. We are not responsible for outages, policy changes, fees or account actions taken by those platforms, unless caused by our breach of these Terms.
13. Liability
13.1 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.
13.2 We are not liable for loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss.
13.3 Our total liability arising from or in connection with the Services is limited to the fees you paid in the three months before the event that gave rise to the claim.
13.4 We are not responsible for errors that result from inaccurate information or instructions you have given us.
14. Events outside our control
Neither party is responsible for delays or failures caused by events beyond its reasonable control. If such an event lasts more than 30 days, either party may end the affected Plan by written notice.
15. Changes to these Terms
We may update these Terms. We will give active clients at least 30 days’ notice of material changes by email. The updated Terms apply from the start of the next Billing Period after the notice period ends.
16. If you are a consumer
If you buy as a consumer, you may cancel within 14 days of your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start the Services during that period and then cancel, you will pay for the Services provided up to the date you told us you were cancelling. Your rights under the Consumer Rights Act 2015 are not affected, and clauses 13.2 and 13.3 apply only to the extent permitted by law.
17. General
These Terms, together with your Plan and any accepted proposal, form the entire agreement between us. If any part is found unenforceable, the rest remains in force. A delay in enforcing a right is not a waiver of it. Neither party may transfer its rights under these Terms without the other’s written consent, except that we may transfer them to a successor business.
18. Governing law
These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer living elsewhere in the UK, you may also bring proceedings in your local courts.
19. Contact
LUFIO LTD
International House, 45-55 Commercial Street, London, E1 6BD, United Kingdom
Email: info@lufio.shop
Phone: 07449 709282