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Terms of Use & Service Policies

By using Lumenara’s website, assessments (including SPARK), AI coaching (including Aria), learning programs, and digital content, you agree to the terms outlined below. These policies are designed to ensure transparency, accessibility, and safe engagement with our services.

1. Terms of Use

  • Services are intended for individuals aged 16 and over, unless consent is given by a parent, guardian, or employer.
  • Lumenara provides educational and developmental content; we do not provide therapy, counselling, or crisis services.
  • You agree to use our services responsibly and lawfully. You must not misuse or reproduce our content without permission.
  • You are responsible for the security of your own account and device. Do not share your login credentials.
  • Lumenara reserves the right to update, suspend, or modify any service without prior notice for maintenance or development purposes.
  • By using our platform, you consent to the processing of your data in accordance with our Privacy Policy.

2. Accessibility Statement

Lumenara is committed to accessibility and inclusion. We aim to comply with WCAG 2.1 AA standards and continuously test for screen reader compatibility, keyboard navigation, and colour contrast. If you need content in an alternate format (audio, large print, etc.), or encounter any accessibility issue, please contact us at support@lumenara.io or call +61 (0)3 9010 5691.

3. Disclaimer

Lumenara’s services are not a substitute for therapy, counselling, or medical care. Our platform provides tools for reflection, insight, and behavioural change, not crisis intervention or clinical diagnosis. Always seek professional advice if you are in distress, at risk, or unsure whether our services are appropriate for you.

4. Scope of Practice

Our services are designed to support mental fitness, emotional intelligence, and personal growth. This includes digital learning programs, journaling, assessments (e.g. SPARK), and AI-based coaching. We do not offer psychological therapy, medical advice, or mental health diagnoses. We support self-awareness, motivation, and behaviour change within a coaching and education framework.

5. AI Coaching Waiver

Aria, our AI-powered coaching assistant, is a generative language model trained on a wide range of text. While Aria can offer reflection prompts and helpful insights, it is not a substitute for professional judgement. By using Aria, you agree to use its outputs as general guidance only and accept that responses may not always be accurate, personalised, or appropriate for your circumstances.

6. Refund & Cancellation Policy

For Individual Programs:

  • Your first payment confirms your place and is non-refundable unless otherwise specified.
  • You may cancel future instalments by written notice at least 7 days before your next billing cycle.
  • If dissatisfied within the first 7 days of a course, contact us to request a resolution or partial refund (evaluated case-by-case).
  • If technical access issues prevent usage and are unresolved within 72 hours of notice, a refund may be granted.

For Company Engagements:

  • Organisational contracts follow custom terms outlined in your service agreement or MSA.
  • All cancellations must meet the notice period set out in the engagement document.
  • Refunds are not issued for services already delivered unless agreed in writing.

General Terms:

  • A 21-day cooling-off period applies for new programs unless services have been accessed or delivered.
  • If Lumenara cancels a service, a pro-rata refund will be offered.
  • Contact support@lumenara.io for all refund or cancellation enquiries.

7. User Responsibilities

  • You agree to maintain accurate information in your account.
  • You must not harass, exploit, or otherwise cause harm to other users.
  • You are responsible for securing any data or content you download or share.

8. Insurance & Professional Coverage

Lumenara Pty Ltd holds Professional Indemnity cover of AUD $2,500,000 and Public Liability of AUD $10,000,000 underwritten by Lloyd’s, via DUAL Australia. This coverage applies to coaching, training, and digital learning services within the agreed scope.

9. Governing Law

These terms are governed by the laws of Victoria, Australia. By using Lumenara services, you agree to submit to the jurisdiction of Australian courts.

10. Contact Us

For support, clarification, or accessibility needs, please contact:
Email: privacy@lumenara.io
Mail: 11 Wilson Street, South Yarra, Melbourne, VIC, Australia