Terms of service
Last updated: October 5, 2026
These terms apply between you and sittingonacornflake CommV, Toekomststraat 74, 9040 Sint-Amandsberg, Belgium, enterprise number 0479.620.359, which runs Luno. By creating an account you accept them.
The service
Luno collects feedback from your apps and sites through a widget, LunoKit or a hosted feedback page, sorts it with AI and shows it in a dashboard and the Luno iOS app.
Your account
You must be at least 18 and use Luno for your work or projects. Keep your password to yourself; you're responsible for what happens in your account. One person, one account; Team plans add members to a shared workspace.
Plans and payment
- Free, Pro and Team are described on the pricing page, including their limits on projects, sorted messages and members. Prices exclude VAT, which Paddle adds where it applies.
- Over your monthly limit, new messages are still received. They wait in a queue and are sorted once you upgrade or the next month starts.
- Paid plans are sold by Paddle, our reseller and merchant of record. Paddle's terms apply to the purchase, and Paddle handles invoices, VAT and refunds.
- Subscriptions renew monthly or yearly until you cancel. Cancelling stops the next renewal; you keep the paid plan until the end of the period.
- Early-bird pricing stays as long as your subscription continues without a break.
- We may change prices for future periods and will tell you at least 30 days ahead.
Acceptable use
Don't use Luno to collect data you have no right to collect, to send spam or malware, to break the law, or to overload or probe the service. We may suspend an account that does.
Your data and your users
The feedback you collect stays yours. You decide what your users can send, and you tell them, for example in your own privacy policy, that feedback goes through Luno. We process it only to provide the service, under the data processing agreement in the appendix.
AI sorting
Categories, urgency and groups are suggestions from an AI model. They can be wrong. Check what matters before you act on it.
Availability
We work to keep Luno running and your data safe, but we don't guarantee uninterrupted service. We announce planned changes that affect you in advance.
Liability
Our total liability per year is limited to what you paid us in the 12 months before the claim, or €100 if you're on Free. We're not liable for indirect damage such as lost profit or lost data, except in case of intent or gross negligence, or where the law doesn't allow a limit.
Ending
You can have your account deleted at any time by emailing luno@johanraes.be. We may end or suspend an account that breaks these terms, after a warning unless the breach is serious. After the account is deleted, your data is removed within 30 days.
Changes and law
We email you at least 30 days before changes that affect you take effect. Belgian law applies. Disputes go to the courts of Ghent.
Appendix: Data processing agreement
For the feedback you collect through Luno, you are the controller and we are the processor. You and we agree to the standard contractual clauses between controllers and processors set out in Commission Implementing Decision (EU) 2021/915. They apply as if written out here, with the annexes below. Accepting these terms counts as signing them.
Annex I: parties. Controller: the customer who holds the Luno account. Processor: sittingonacornflake CommV, Toekomststraat 74, 9040 Sint-Amandsberg, Belgium, enterprise number 0479.620.359, luno@johanraes.be.
Annex II: the processing.
| Data subjects | End users of the customer's apps and sites who send feedback |
|---|---|
| Data | Message text, optional email address, platform, app version, device identifier |
| Purpose | Receiving, sorting and showing feedback to the customer |
| Duration | Until the customer deletes the feedback, the project or the account, then within 30 days |
Annex III: security measures. Encryption in transit; database-level separation per workspace; access to production limited to the founder; daily backups kept 7 days.
Annex IV: sub-processors. Those listed under "Processors and where your data lives" in the privacy policy. We tell customers 30 days before adding one; a customer who objects can end the contract.