Terms of Service

1. Agreement Overview

These Terms of Service govern your use of LutinGénie, an AI-powered customer service assistant provided by Numérimode. By using our service, you agree to be bound by these terms.

Service: LutinGénie is an intelligent AI assistant designed to help businesses provide better customer service through automated, contextual responses.

2. Service Provider

LutinGénie by Numérimode
SIRET: 94153346500014
Location: Touraine, France
Email: Chargement...

Registered micro-enterprise under French law

3. Acceptance of Terms

By accessing and using LutinGénie, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

  • Registration constitutes acceptance of these terms
  • These terms may be updated without prior notice
  • The current version is always available on our website
  • Continued use after changes constitutes acceptance

4. Service Description

Core Features

  • 24/7 AI-powered customer service assistant
  • Personalized responses based on business context
  • Conversation history and analytics
  • Administration and configuration interface
  • Website integration via JavaScript widget
  • Shopify store integration (when applicable)

Service Limitations

  • AI-based service (responses not guaranteed to be 100% accurate)
  • Quality depends on information provided by customer
  • Subject to scheduled and emergency maintenance
  • Usage limits based on subscription plan

5. Registration and Account

Registration Requirements

  • Must be a legitimate business entity
  • Provide accurate and up-to-date information
  • Have a valid email address
  • Be of legal age and have legal capacity
  • Accept responsibility for all account activity

Account Responsibilities

  • Maintain confidentiality of login credentials
  • Immediately report unauthorized access
  • Use the service in compliance with these terms
  • Respect intellectual property rights
  • Provide accurate business information

6. Pricing and Payment

Subscription Plans

  • • Starter: €6/month (€60/year with 17% discount)
  • • Basic: €9/month
  • • Professional: €29/month
  • • Business: €75/month
  • • Enterprise: €169/month

Payment Terms

  • • Monthly or annual billing
  • • 17% discount for annual payments
  • • Credit card payments accepted
  • • Billing in advance
  • • Subscriptions automatically renew at the end of each billing period unless cancelled

7. Service Availability

Service Level Agreement

  • 99.9% uptime target (excluding scheduled maintenance)
  • Scheduled maintenance with 24-hour notice
  • Emergency maintenance as needed
  • Service status updates at status.lutingenie.com

Service Interruptions

We are not liable for service interruptions due to force majeure, third-party failures, or circumstances beyond our reasonable control.

8. Acceptable Use Policy

Permitted Uses

  • Providing customer service for your business
  • Automating responses to common inquiries
  • Improving customer experience and satisfaction
  • Integrating with your website or Shopify store

Prohibited Uses

  • Illegal activities or harmful content
  • Spamming or unsolicited communications
  • Attempting to breach security or access controls
  • Reverse engineering or copying the service
  • Excessive use that impacts service performance

9. Intellectual Property

Our Rights

LutinGénie, its technology, and all related intellectual property remain the exclusive property of Numérimode. You receive only a limited license to use the service.

Your Rights

You retain all rights to your business data, customer information, and content provided to LutinGénie. We use this only to provide the service.

10. Data Protection and Privacy

We are committed to protecting your privacy and handling your data responsibly. For complete details, please review our Privacy Policy.

  • GDPR compliant data processing
  • Data encryption and secure storage
  • No sharing of conversation data with third parties
  • Right to data portability and deletion

11. Refund Policy

Base Subscription Fees

No refunds are provided for partial billing periods of base subscription fees. Cancellation is immediate; you will not receive a refund for the remaining days in your billing period.

Add-ons and Extras

Prorated refunds are available for unused portions of add-ons and extras upon cancellation. Refunds are calculated based on the remaining days in your billing period.

Annual Subscriptions

Annual subscriptions are eligible for a 14-day refund window in accordance with EU consumer rights (Article L. 221-28 of the French Consumer Code).

Within 14 days: Prorated refund for unused portion, immediate cancellation.
After 14 days: No refund, cancellation scheduled for end of billing period (you keep access until then).

Monthly Subscriptions

Monthly subscriptions allow prorated refunds for unused add-ons upon cancellation. Base subscription fees are not refundable for partial periods.

Cancellation: Scheduled for end of billing period (you keep access until then). No refund for base subscription fees.

12. Shopify Integration

Shopify App Integration

When you connect LutinGénie to your Shopify store, you authorize us to:

  • Access your store's product information
  • Read order data for customer service purposes
  • Provide customer support based on store context
  • Sync configuration settings

Shopify Terms Compliance

Use of LutinGénie with Shopify is subject to both these terms and Shopify's Terms of Service. We comply with all Shopify Partner Program requirements.

13. Termination

Termination by You

You may terminate your account at any time by contacting us or through your account settings. The timing of cancellation depends on refund eligibility:

Annual Subscriptions (Within 14 Days)

If you cancel within 14 days of purchase, you are eligible for a prorated refund under EU consumer rights. In this case, cancellation takes effect immediately and your access will be removed right away.

Annual Subscriptions (After 14 Days) or Monthly Subscriptions

If you cancel after the 14-day refund window (annual) or at any time (monthly), no refund is provided for base subscription fees. In this case, cancellation is scheduled for the end of your current billing period, and you will retain full access to all features until then.

Principle: If a refund is given, cancellation is immediate. If no refund is provided, you keep access until the end of your paid period.

Termination by Us

We may terminate your account for violation of these terms, non-payment, or other legitimate reasons with appropriate notice.

Data Retention

Your data will be retained for 30 days after cancellation, after which it will be permanently deleted in accordance with GDPR requirements.

14. Limitation of Liability

DISCLAIMER: LutinGénie is provided "as is" without warranties of any kind. We do not guarantee the accuracy, completeness, or suitability of AI-generated responses.

LIMITATION: Our liability is limited to the amount paid by you in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.

15. Governing Law

These terms are governed by French law. Any disputes will be resolved in the courts of Tours, France, or through binding arbitration if mutually agreed.

16. Changes to Terms

We may update these terms periodically. Significant changes will be communicated via email or service notification. Continued use constitutes acceptance of updated terms.

Last updated: January 14, 2026

17. Contact Information

For questions about these Terms of Service, please contact us:

Email: Chargement...

Subject: Terms of Service - LutinGénie

Response time: Within 48 hours