Terms of Service

Terms of Service

These Terms of Service govern your access to and use of the websites, client area, ordering system, support system, dedicated Mac hosting services, and related services provided by lumio Networks ("lumio", "we", "us", or "our"). By creating an account, placing an order, using the services, or continuing to use the services after these terms are updated, you agree to these Terms of Service.

1. Scope of services

lumio Networks provides dedicated Mac hosting and related managed services for lawful development, testing, build, automation, remote desktop, and business workloads. Product descriptions, pricing, included resources, delivery targets, renewal terms, and support scope are set out in the order, invoice, service page, quote, or other written confirmation we provide.

Service features may vary by plan. Unless expressly stated in the service description, services are provided on a best-efforts basis and do not include custom software development, application management, code-signing rights, Apple Developer account management, third-party licensing, data migration, or guaranteed compatibility with all applications or workflows.

2. Account eligibility and customer information

You must provide accurate, current, and complete account, billing, and contact information. You must keep this information updated while using our services. We may refuse, suspend, or terminate service if account information is false, incomplete, abusive, or unverifiable.

You are responsible for all activity under your account, including activity by your employees, contractors, users, scripts, automation, or anyone else who accesses the service using credentials, keys, links, or instructions you provide. You must protect client-area logins, server credentials, SSH keys, remote desktop passwords, API tokens, and other access details.

3. Orders, provisioning, and delivery

Orders are subject to fraud checks, payment confirmation, inventory availability, capacity availability, and any required manual review. An automatically generated invoice or payment receipt does not guarantee that an order has been accepted. We may refuse or cancel an order and refund payment where appropriate.

Provisioning times shown on our website or order forms are estimates. Verification, payment review, hardware availability, network maintenance, licensing requirements, customer response time, abuse checks, or events outside our reasonable control may delay delivery. If you require a specific delivery date, obtain written confirmation from lumio before ordering.

4. Service access and customer responsibility

After configuration is complete, we may provide access through one or more approved methods, such as the client area, SSH, VNC, remote desktop, VPN, support ticket handoff, or other access methods we provide for the service. You must use only authorized access methods.

You are responsible for installing and maintaining your applications, credentials, project files, source code, certificates, signing materials, test data, and customer content unless we have expressly agreed in writing to manage those items for you. You are also responsible for ensuring that your use of Apple software, developer tools, App Store workflows, third-party licensing, and any other software complies with the terms that apply to you.

5. Required maintenance controls and prohibited tampering

To provide service, protect service security, provide support, perform service recovery, and handle billing, lumio may install or require certain access, management, monitoring, security, recovery, or network-configuration controls. You must not remove, disable, bypass, hide, modify, or interfere with any required service control without written permission from lumio.

You must not factory reset a device, erase the operating system, enable disk encryption that prevents recovery, disable required remote access, block required support access, change boot or recovery settings in a way that prevents service operation, or attempt to transfer control of the service outside the lumio platform. If your actions require manual recovery, rebuild, replacement, investigation, shipping, or data-center work, you may be responsible for the related labor, recovery, replacement, or administrative costs to the extent permitted by law and shown on an invoice or written notice.

5.1 Mac Device Management and MDM Compliance

All Mac hardware delivered through lumio services may be managed through mobile device management (MDM) profiles, enrollment records, access policies, security settings, recovery settings, and related management protocols. These controls are essential for security, maintenance, service delivery, recovery, abuse prevention, and protection of the hardware.

You must not modify, bypass, disable, remove, hide, erase, reset, or otherwise interfere with any MDM profile, enrollment state, management protocol, support access, recovery setting, or related control installed or required for a Mac service. This includes attempts through system settings, command-line tools, third-party utilities, recovery mode, factory reset, operating-system reinstall, profile removal, or any other method intended to defeat service controls.

Any unauthorized attempt to interfere with MDM or required Mac service controls is treated as a serious security and acceptable-use violation. lumio may immediately suspend the account, disable server access, preserve relevant records, require a formal written explanation, and decide in its sole discretion whether access may be restored. Repeated or severe violations may result in permanent account termination without refund.

6. Acceptable use

You must comply with our Acceptable Use Policy, all applicable laws, and all third-party terms that apply to your workloads. You must not use the services for illegal activity, abuse, spam, malware, credential theft, unauthorized scanning, denial-of-service activity, network attacks, intellectual-property infringement, unlawful surveillance, or activity that harms lumio, our providers, our customers, or the public Internet.

We may investigate abuse reports, throttle, filter, suspend, isolate, remove content, disable access, or terminate services where we reasonably believe there is a violation, security risk, legal risk, or operational risk.

7. Billing, renewals, cancellation, and refunds

Fees, renewal cycles, due dates, taxes, and payment methods are shown in the order form, invoice, service page, quote, or written confirmation. Services renew automatically unless cancelled in accordance with the cancellation policy for the applicable plan.

You are responsible for paying invoices by the due date. Late or failed payment may result in reminder notices, late fees where allowed, suspension, data retention limits, service termination, or collection activity. Unless a product page or written agreement says otherwise, setup fees, dedicated resource allocations, custom work, licensing charges, recovery work, and completed service periods are non-refundable.

Chargebacks, payment disputes, or reversed payments may result in immediate suspension while we investigate. You should open a billing ticket before filing a payment dispute so we can review the issue and respond quickly.

7.1 24-Hour Refund Guarantee

The lumio 24-hour refund guarantee does not apply to all orders, payment methods, or circumstances. Specific refund eligibility, request deadlines, eligible payment methods, exceptions, usage limits, non-refundable items, payment-processing deductions, refund processing, and future refund eligibility limits are governed by the Billing and Cancellation Policy.

Unless a product page, quote, or written agreement expressly states otherwise, orders that meet the conditions of the Billing and Cancellation Policy may request the 24-hour refund guarantee under that policy. If these Terms of Service conflict with the Billing and Cancellation Policy on any refund matter, the Billing and Cancellation Policy controls.

8. Backups and data responsibility

Unless a plan expressly includes backup services, lumio does not provide customer-data backups. You are responsible for maintaining independent backups of source code, certificates, signing keys, credentials, application data, test data, and any other content you store or process through the service.

We are not responsible for loss of data caused by customer action, software error, credential compromise, malware, failed update, cancellation, non-payment, service rebuild, hardware failure, third-party failure, or any event outside our reasonable control, except where liability cannot be excluded by law.

9. Support

Support is provided through the support channels we make available, such as the client area or ticket system. We may require verification before discussing account details or making changes. Support scope may include service access, network reachability, billing questions, and issues with the hosting platform. Support does not include writing or debugging your code, administering third-party developer accounts, managing your certificates, providing legal compliance advice, or supporting unlicensed software unless we have agreed in writing.

10. Maintenance and service availability

We may perform scheduled or emergency maintenance to protect security, reliability, network health, hardware, and service quality. We will make reasonable efforts to limit customer impact where practical. Emergency maintenance may occur without advance notice.

Unless a separate written service-level agreement applies, service availability targets, credits, or remedies are not guaranteed. Your sole remedy for downtime is limited to any credit expressly offered in writing for the affected service.

11. Security and access to systems

You must promptly notify lumio if you suspect unauthorized account access, credential compromise, abuse, malware, or security weakness affecting your service. We may access the service environment when reasonably necessary to provision, maintain, secure, troubleshoot, investigate abuse, comply with legal obligations, or protect lumio, our providers, customers, or the public.

You must not attempt to access systems, networks, accounts, data, or devices that are not assigned to you. You must not attempt to bypass isolation, authentication, rate limits, firewalls, monitoring, or security controls.

12. Intellectual property and customer content

You retain ownership of content that you lawfully upload, store, process, or create using the services. You grant lumio the limited rights needed to host, transmit, process, display, back up where applicable, troubleshoot, and support that content for the purpose of providing the services.

lumio retains ownership of its websites, platform, designs, documentation, software, automation, service configuration, trademarks, logos, and operational materials. You may not copy, resell, reverse engineer, or misuse lumio materials except as expressly permitted in writing.

13. Resale and third-party use

You may not resell, lease, share, sublicense, or provide public access to the services unless your plan or written agreement permits it. If you allow employees, contractors, clients, or other third parties to use the service, you remain responsible for their activity and for ensuring that they comply with these terms.

14. Suspension and termination

We may suspend or terminate a service immediately if we reasonably believe there is abuse, illegal activity, security risk, non-payment, chargeback, violation of these terms, prohibited tampering, inaccurate account information, excessive risk to the network, or a request from law enforcement or an upstream provider. We may also suspend access to protect the service while an investigation is pending.

Upon termination, access to the service may be disabled and data may be deleted according to our retention practices. You should retrieve data before cancelling or allowing a service to expire. Reinstatement after suspension or termination is not guaranteed and may require payment of outstanding fees, recovery charges, or a new order.

15. Disclaimers

The services are provided "as is" and "as available" to the fullest extent permitted by law. We do not warrant that the services will be uninterrupted, error-free, secure against every threat, compatible with every workload, or suitable for every business purpose. You are responsible for deciding whether the service is appropriate for your use case.

16. Limitation of liability

To the fullest extent permitted by law, lumio is not liable for indirect, incidental, special, consequential, punitive, exemplary, or lost-profit damages, including loss of data, business interruption, loss of revenue, loss of goodwill, or losses arising from third-party services. To the fullest extent permitted by law, lumio's total liability for any service-related claim is limited to the amount you paid to lumio for the affected service during the one month before the event giving rise to the claim.

17. Indemnification

You agree to defend, indemnify, and hold harmless lumio and its owners, employees, contractors, providers, and affiliates from claims, damages, liabilities, costs, and expenses arising from your use of the services, your content, your users, your violation of these terms, your violation of law, or your infringement of third-party rights.

18. Changes to these terms

We reserve the right to modify or update these Terms of Service at any time. Updated terms will be posted directly on our website or client area. We will not provide separate notice of changes to these terms. You are responsible for reviewing these Terms of Service periodically for any updates. Your continued use of our services after the modified terms are posted means that you fully acknowledge and accept the updated terms. If you do not agree to the updated terms, you must stop using the services immediately.

19. Governing law and dispute resolution

These terms are governed by the laws of the jurisdiction where lumio Networks is registered, without regard to any conflict-of-law rules. Before filing a claim, you agree to contact us through a support ticket or other published contact method and give us a reasonable opportunity to resolve the issue informally, unless urgent legal relief is required.

20. Contact

Questions about these terms should be sent through the lumio Networks client area support ticket system.