Lumio terms of service

1. Accounts and plans

T-1.1 Opening an account

An account may be opened by any person aged 18 or over who invoices clients for their own work or for a business. Each account is tied to one e-mail address, which must be confirmed within 7 days of sign-up.

T-1.2 Starter plan

The Starter plan is free and allows up to 5 invoices per calendar month for a single user. Invoices that were not used in a month are not carried over to the next one. Recurring invoices, automatic reminders and add-ons are not part of the Starter plan.

T-1.3 Free trial

Pro and Team begin with a 14-day free trial that needs no payment card. If no payment method has been added when the trial ends, the account moves to the Starter plan and nothing is charged.

T-1.4 Seats

A Pro account has a single user. A Team account has between 2 and 25 seats, one for each person who signs in.

T-1.5 Fair use of unlimited invoices

"Unlimited invoices" on Pro and Team means up to 2,000 invoices per calendar month per account. Above that number we write to the account owner before limiting anything.

2. Billing

T-2.1 Billing cycle

Monthly plans are charged in advance on the same day of each month, and annual plans once a year on the anniversary of the first payment. A receipt is sent by e-mail on the day of each charge.

T-2.2 Annual billing

An annual plan costs 10 times the monthly price, so 2 months of every year are free.

T-2.3 Prices and VAT

Prices are in euros and exclude VAT. VAT is added at the rate of the customer's country unless a valid EU VAT number is given.

T-2.4 How a subscription is paid

A subscription is paid by bank card or by SEPA direct debit. We do not accept cheques or cash.

T-2.5 Failed payments

When a charge fails we try again 3 times over 9 days and e-mail the account owner each time. If every attempt fails, the account moves to the Starter plan and its data is kept.

T-2.6 Changing plan

An upgrade takes effect at once and is charged pro rata for the rest of the period. A move from monthly to annual billing counts as an upgrade: it takes effect at once, and the part of the month already paid and not used is deducted from the annual price. A downgrade takes effect at the end of the period already paid.

T-2.7 Add-ons

Add-ons need a Pro or Team plan and are billed on the same cycle as that plan. An add-on can be removed at any time and stays active until the end of the period already paid.

T-2.8 Price changes

We announce a price change by e-mail at least 45 days before it applies. The new price applies from the next renewal, never during a period already paid.

T-2.9 Seats added or removed

A seat added to a Team account during a period is charged pro rata from the day it is added to the end of that period, and then renews with the other seats. A seat that is removed stays usable until the end of the period already paid and is not refunded.

3. Cancellation and refunds

T-3.1 Cancelling a plan

A plan is cancelled online, from the account settings. A cancellation made at least 4 days before the renewal date stops that renewal; one made later takes effect at the renewal after it. A cancelled plan stays active until the end of the period already paid and then moves to the Starter plan.

T-3.2 Monthly plans

A month that has started is not refunded.

T-3.3 Annual plans

An annual plan is refunded in full if the request reaches us within 30 days of the payment, whether it is the first payment or a renewal. After 30 days an annual payment is not refunded, in whole or in part.

T-3.4 Guided migration

The Guided migration fee is refunded in full until we start importing the data. Once the import has started it is not refunded.

T-3.5 Refund timing

An approved refund is sent to the original payment method within 7 business days.

4. Getting paid by your clients

T-4.1 Card payment fee

A card payment from a client costs 1.4 % of the amount plus 0.25 € when the card was issued in the EU or the UK, and 2.9 % plus 0.25 € for any other card. The fee is taken from the payout; there is no fee when no payment is made.

T-4.2 Bank transfers

A client who pays an invoice by bank transfer pays the account holder directly, and Lumio charges no fee.

T-4.3 Payouts

Money paid by card is sent to the connected bank account within 2 business days of the payment.

T-4.4 Currencies

Invoices can be issued in EUR, GBP, USD or CAD. A payout in a currency other than the invoice's is converted with a fee of 1 %.

T-4.5 Refunding a client

A card payment can be refunded to the client from the invoice page within 90 days of the payment. The card payment fee of T-4.1 is not returned.

T-4.6 Disputed payments

When a client disputes a card payment with their bank, the amount is held until the bank decides, and the account holder has 10 days to send evidence. A dispute that is lost costs 15 €.

T-4.7 Payment reminders

On Pro and Team, automatic reminders are sent 3, 7 and 14 days after an invoice's due date, so no invoice gets more than three. They stop as soon as the invoice is paid or reminders are switched off for it.

5. Appointments

T-5.1 Getting-started call

A getting-started call lasts 30 minutes, is free of charge and is open to anyone, with or without an account. Calls take place by video on Mondays, Wednesdays and Fridays and start at 09:30, 10:00, 10:30, 11:00, 11:30 or 12:00.

T-5.2 Migration workshop

A migration workshop lasts 90 minutes, is free of charge and is open to anyone who wants to move invoices and clients from another tool. In a workshop we show how to do the move yourself; having our team import the data for you is the paid Guided migration service, which is not needed to book a workshop. Workshops take place by video on Tuesdays and Thursdays and start at 14:00 or 15:30.

T-5.3 Team plan demo

A Team plan demo lasts 40 minutes and is for business customers only: it may be booked by a person acting for a company, an agency or a studio, and not by a freelancer working alone. Demos take place by video from Tuesday to Thursday and start at 09:30, 10:30, 11:30, 12:30, 13:30 or 14:30.

T-5.4 Notice needed to book

An appointment must be booked at least 48 hours before its start.

T-5.5 Booking horizon

An appointment cannot be booked more than 21 days ahead.

T-5.6 Bookings held at once

The same e-mail address can have 2 appointments waiting to take place, and no more. A third can be booked only after one of the two has been held or cancelled.

T-5.7 Cancelling an appointment

Cancelling an appointment costs nothing. It has to be done at least 12 hours before the appointment starts; later than that, the cancellation is not accepted.

T-5.8 Number of changes

An appointment can be moved to another time 1 time only. A booking that has already been moved has to be cancelled and booked again if it must change once more.

T-5.9 Notice needed to move

An appointment can be moved only up to 36 hours before its current start. The new time must follow T-5.4, T-5.5 and T-5.10.

T-5.10 Closed dates

No appointment takes place on 1 December 2026, 8 December 2026, 28 December 2026, 29 December 2026, 30 December 2026 or 31 December 2026.

T-5.11 Booking details and reference

To book, we ask for a name and for an e-mail address that works. We then send a confirmation to that address; it carries a reference of 3 letters followed by 4 digits, without which a booking can be neither moved nor cancelled.

T-5.12 Time zone and language

All appointment times are Lisbon time. Appointments are held in English.

6. Your data

T-6.1 Where data is stored

Customer data is hosted in data centres in the EU and is encrypted in transit and at rest.

T-6.2 Exporting data

Invoices, clients and payments can be exported as CSV and PDF at any time, on every plan including Starter.

T-6.3 Closing an account

An account can be closed from the account settings. Its data is deleted 60 days after closure, except the records T-6.4 requires us to keep.

T-6.4 Invoice records

Invoices issued through Lumio are kept for 8 years after their date, because tax law requires it.

T-6.5 Data processing agreement

A signed data processing agreement is available on every paid plan. We return it signed within 5 business days of the request.

T-6.6 Data requests

A request to see, correct or delete personal data is sent to privacy@lumio.example and answered within 21 days.

T-6.7 No sale of data

We never sell customer data. It is shared only with the kinds of sub-processor listed on the security page, and a new sub-processor is announced 30 days before it is used.

T-6.8 Chat conversations

Conversations with our chat assistant are kept for 6 months and then deleted.

7. Support

T-7.1 Support hours

Support is open from Monday to Friday, 08:30 to 17:30 (Lisbon time), by e-mail and by chat.

T-7.2 Reply times

We reply to a Starter account within 3 business days, to a Pro account within 1 business day and to a Team account within 4 business hours.

T-7.3 Telephone

Telephone support on +33 1 99 00 47 20 is reserved for Pro and Team accounts, during the hours of T-7.1.

T-7.4 Complaints

A written complaint is answered within 15 business days. If it is still unresolved after 45 days, the customer may refer it to a consumer mediation body free of charge.

8. Service availability

T-8.1 Uptime target

We aim for the service to be available 99.5 % of the time in each calendar month, planned maintenance excluded.

T-8.2 Planned maintenance

Planned maintenance is announced by e-mail at least 3 days ahead and takes place between 05:00 and 07:00 (Lisbon time).

T-8.3 Service credit

If availability falls below the target of T-8.1 in a month, a Team account may claim a credit of 10 % of that month's fee within 30 days. Starter and Pro accounts are not entitled to a credit.

T-8.4 API limits

The API is included in the Team plan and accepts up to 120 requests per minute per account.

9. Acceptable use

T-9.1 Lawful use

Lumio may be used only to invoice for real goods or services that are lawfully sold. Invoices for gambling, weapons or adult services are not allowed.

T-9.2 Suspension

An account that breaks T-9.1 is given 7 days to answer before it is suspended, except in a case of suspected fraud, where suspension is immediate.

10. Liability and law

T-10.1 Limit of liability

Our total liability to a customer is limited to the fees that customer paid to Lumio in the 12 months before the claim.

T-10.2 No tax or legal advice

Lumio provides invoicing tools and not tax, accounting or legal advice. The account holder remains responsible for the content of each invoice and for their own tax filings.

T-10.3 Changes to these terms

We announce a change to these terms by e-mail at least 30 days before it applies. A customer who disagrees may cancel before that date under T-3.1.

T-10.4 Governing law

These terms are governed by Portuguese law, and disputes are heard by the courts of Lisbon.