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Terms of Service

Effective Date: · Last Updated:

Lumie Dental AI Voice Agent · Operated by Explora Technologies PTY LTD · ABN: 13 683 720 425

1. Acceptance of Terms

By accessing or using the Lumie Dental AI Voice Agent service ("Service"), you ("Client", "Practice", or "you") agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of a dental practice or other entity, you represent and warrant that you have the authority to bind that entity to these Terms.

If you do not agree to these Terms, you must not access or use the Service.

2. Definitions

  • "AI Voice Agent" means the artificial intelligence-powered voice assistant technology provided by Lumie
  • "Client" means the dental practice or healthcare provider subscribing to the Service
  • "Confidential Information" means any non-public information disclosed by either party
  • "Patient Data" means any information relating to patients processed through the Service
  • "Service" means the Lumie Dental AI Voice Agent and all related features, functionality, and support
  • "Subscription Plan" means the specific service tier selected by the Client

3. Service Description

3.1 Core Services

  • Answers incoming calls to dental practices
  • Books, reschedules, and cancels appointments
  • Provides practice information to callers
  • Handles patient inquiries
  • Integrates with practice management systems

3.2 Service Levels

The specific features, call limits, and availability depend on the Subscription Plan selected by the Client.

3.3 Service Modifications

Explora Technologies reserves the right to modify, enhance, or discontinue features of the Service with reasonable notice to Clients.

4. Subscription and Payment

4.1 Subscription Plans

Fees are based on the selected subscription plan as set out in your Order Form or online checkout. Available plans and inclusions may change from time to time.

4.2 Payment Terms

  • Subscription fees are billed in advance on a recurring basis, unless otherwise agreed.
  • All fees are in United States Dollars (USD) and exclusive of applicable taxes.
  • Invoices are payable per the payment terms stated on the invoice.

4.3 Overages

If included usage limits are exceeded, overage fees may apply as described in your Order Form or our then-current rate schedule.

4.4 Late Payment

Late payments may result in service suspension. Reasonable late fees and collection costs may apply as permitted by law.

4.5 Price Changes

Explora Technologies may adjust pricing with prior notice to Clients.

5. Client Responsibilities

5.1 Responsibilities

  • Provide accurate practice information for Service configuration
  • Maintain compatible practice management software and phone systems
  • Ensure appropriate consent for recording and processing patient calls
  • Comply with all applicable healthcare regulations
  • Promptly report any Service issues or concerns
  • Maintain the confidentiality of account credentials

5.2 Prohibited Uses

  • Use the Service for any unlawful purpose
  • Attempt to reverse engineer or modify the Service
  • Resell or sublicense the Service to third parties
  • Use the Service in a manner that could damage our reputation or systems

6. Data Privacy and Security

6.1 Privacy Compliance

Explora Technologies complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

6.2 Patient Data Handling

  • All Patient Data is processed in accordance with healthcare privacy requirements
  • Patient Data is encrypted in transit and at rest
  • Access to Patient Data is limited to authorized personnel only
  • Patient Data is stored on secure servers within Australia

6.3 Data Ownership

The Client retains all ownership rights to Patient Data. Explora Technologies has a limited license to process this data solely to provide the Service.

6.4 Data Retention

Call recordings and transcripts are retained for 90 days unless otherwise agreed. The Client may request deletion of specific data at any time.

7. Confidentiality

Each party agrees to maintain the confidentiality of the other party's Confidential Information and not disclose it to third parties without prior written consent.

This obligation does not apply to information that:

  • Is or becomes publicly available through no breach of these Terms
  • Was rightfully known before disclosure
  • Is independently developed without use of Confidential Information
  • Must be disclosed by law

8. Intellectual Property

8.1 Lumie Technology

All intellectual property rights in the Service, including the AI technology, software, and systems, remain the exclusive property of Explora Technologies.

8.2 Client Data

The Client retains all rights to its data, content, and practice information.

8.3 Feedback

Any suggestions or feedback provided by the Client may be used by Explora Technologies to improve the Service without compensation.

9. Warranties and Disclaimers

9.1 Service Warranty

Explora Technologies warrants that the Service will perform substantially in accordance with the specifications for the selected Subscription Plan.

9.2 Disclaimers

  • THE SERVICE IS PROVIDED "AS IS" TO THE MAXIMUM EXTENT PERMITTED BY LAW
  • EXPLORA TECHNOLOGIES DOES NOT WARRANT UNINTERRUPTED OR ERROR-FREE SERVICE
  • THE AI VOICE AGENT IS NOT A REPLACEMENT FOR PROFESSIONAL MEDICAL ADVICE
  • EXPLORA TECHNOLOGIES IS NOT RESPONSIBLE FOR THIRD-PARTY SYSTEM COMPATIBILITY ISSUES

9.3 No Medical Advice

The Service does not provide medical advice, diagnosis, or treatment recommendations. All medical decisions remain the sole responsibility of qualified healthcare professionals.

10. Indemnification

10.1 Client Indemnification

The Client agrees to indemnify and hold harmless Explora Technologies from any claims arising from:

  • The Client's breach of these Terms
  • Violation of applicable laws or regulations
  • Infringement of third-party rights
  • Patient claims related to dental services

10.2 Mutual Indemnification

Each party will defend and indemnify the other against third-party claims alleging that the indemnifying party's technology infringes intellectual property rights.

11. Limitation of Liability

11.1 Liability Cap

EXPLORA TECHNOLOGIES' TOTAL LIABILITY UNDER THESE TERMS SHALL NOT EXCEED THE TOTAL FEES PAID BY THE CLIENT IN THE SIX MONTHS PRECEDING THE CLAIM.

11.2 Exclusions

NEITHER PARTY SHALL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

11.3 Essential Purpose

These limitations apply even if remedies fail of their essential purpose.

12. Term and Termination

12.1 Term

These Terms commence upon first use of the Service and continue on a month-to-month basis.

12.2 Termination for Convenience

Either party may terminate with 30 days' written notice.

12.3 Termination for Cause

Either party may terminate immediately for material breach that remains uncured after 14 days' written notice.

12.4 Effect of Termination

  • Client must pay all outstanding fees
  • Access to the Service will be discontinued
  • Client data will be available for export for 30 days
  • Confidentiality obligations survive termination

13. Service Level Agreement

13.1 Uptime Commitment

We use commercially reasonable efforts to maintain high availability and reliable operation during business hours.

13.2 Support Response Times

Response targets vary by plan and are specified in your Order Form or account. We use commercially reasonable efforts to meet those targets.

13.3 Scheduled Maintenance

Scheduled maintenance will be performed outside business hours with advance notice.

14. General Provisions

  • Governing Law: These Terms are governed by the laws of New South Wales, Australia.
  • Dispute Resolution: Disputes shall first be addressed through good faith negotiations. If unresolved, disputes will be submitted to mediation in Sydney, NSW.
  • Entire Agreement: These Terms constitute the entire agreement between the parties regarding the Service.
  • Amendments: Explora Technologies may update these Terms with 30 days' notice. Continued use constitutes acceptance of updated Terms.
  • Severability: If any provision is found unenforceable, the remaining provisions continue in effect.
  • Force Majeure: Neither party is liable for delays due to circumstances beyond reasonable control.
  • Assignment: The Client may not assign these Terms without Explora Technologies' written consent.
  • Notices: All notices must be in writing and sent to the email address on file.

15. Healthcare Compliance

15.1 Regulatory Compliance

The Service is designed to assist with compliance with Australian healthcare regulations, including:

  • Privacy Act 1988 (Cth)
  • Health Records Act 2001 (Vic) and equivalent state legislation
  • Therapeutic Goods Administration requirements where applicable

15.2 Client Compliance Responsibility

The Client remains responsible for ensuring their use of the Service complies with all applicable healthcare laws and professional standards.

16. Accessibility

Explora Technologies is committed to providing accessible services. The AI Voice Agent supports multiple languages and clear speech patterns to accommodate diverse patient populations.

17. Contact Information

Explora Technologies PTY LTD
Trading as Lumie

ABN: 13 683 720 425

Email: support@lumie.chat

For support and help: support@lumie.chat
For sales inquiries: sales@lumie.chat

18. Acknowledgment

BY USING THE LUMIE SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS OF SERVICE.

These Terms of Service were last reviewed and updated on October 23, 2025. Explora Technologies PTY LTD reserves the right to update these Terms at any time. The most current version will always be available on our website.

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