Terms of service

These Terms of Service ("Terms") govern your access to and use of the Lumo mobile application, this website and related services (together, the "Service"), provided by Bloom Corp Ltd ("Bloom", "Lumo", "we", "us", "our"), a company registered in England and Wales.

By creating an account or using the Service, you agree to these Terms. If you do not agree to them, please do not use the Service.

1. What Lumo is

1.1 An agent that acts for you

Lumo is an AI agent that carries out money admin on your behalf. With your authorisation, it can:

• Claim refunds and raise disputes with merchants and service providers, for example duplicate charges, undelivered goods or incorrect fees;
• Negotiate your bills by researching comparable market rates and asking your provider for a lower price;
• Cancel subscriptions and services you no longer want;
• Identify opportunities to do the above, from your transaction data, from documents you upload, or from what you tell it directly;
• Correspond with third parties in your name, by email and (where necessary and permitted) through their websites and forms, and read and act on their replies.

1.2 What Lumo does not do

Lumo is not a bank, a payment service, a financial adviser or a law firm. It does not:

• hold, transfer, invest or manage your money;
• initiate payments, transfers or any other transaction from your bank accounts;
• give you personalised financial, tax, legal or investment advice;
• guarantee that any refund, discount or cancellation will be granted;
• act for you in court or in any legal proceedings.

Our access to your bank accounts is, and remains, read-only.

1.3 Automation and AI

The Service is delivered largely by automated systems, including large language models. Lumo drafts messages, interprets replies and decides next steps automatically within the limits you set. AI systems can misread information or make mistakes. You should review anything Lumo asks you to approve, and tell us if something looks wrong.

2. Eligibility and your account

To use Lumo you must be at least 18 years old, resident in the United Kingdom, and have the legal capacity to agree to these Terms and to authorise us to act on your behalf.

You are responsible for keeping your login details confidential and for activity that takes place under your account. Tell us immediately if you believe someone else has accessed it. The information you give us must be accurate and kept up to date, because we rely on it when we act for you. That includes your name, contact details, account references and the facts behind a claim.

3. The authority you give us

3.1 A limited mandate, task by task

When you authorise a task, you appoint us as your agent for the limited purpose of that task. That authority lets us communicate with the relevant company in your name, make the request on your behalf, provide information you have given us to support it, respond to their questions, and accept or decline an outcome within the limits you have set.

The authority is task-specific. It does not extend to any other company, any other matter, or any action outside the scope of the task you approved.

3.2 It is not a payment mandate

Nothing in this authority permits us to move money, open or close a bank account, take out credit, enter into a new fixed-term contract in your name without your specific approval, or agree to anything that increases what you pay.

3.3 Revoking it

You can cancel a task, or withdraw our authority entirely, at any time from the app. We will stop work as soon as reasonably possible. Where a message has already been sent or a request already made, we cannot un-send it, but we will not take further steps. Fees for outcomes already achieved before you withdraw authority remain payable.

3.4 You remain the account holder

You remain the customer of the company we are dealing with, and your contract with them is unaffected by ours. Where a company requires you personally to confirm something, such as an identity check, a security question or an authorisation code, we will ask you, and we will not attempt to answer on your behalf.

4. Approvals and limits

Before a task begins, we show you what Lumo intends to do, the outcome it is aiming for and the fee that would apply if it succeeds. Nothing consequential happens until you approve it.

While a task is running, Lumo checks each action against the limits attached to that task. If something falls outside them, such as an irreversible step, a counter-offer beyond what you accepted, or a request for information only you can give, the task pauses and asks you. It does not proceed on assumption.

You can set standing limits (for example, the lowest price you would accept on a negotiation) so that Lumo can close a matter without returning to you for every step. Those limits are part of your authorisation, and Lumo will not exceed them.

5. Acting by email in your name

Where you connect an email account, you grant us permission to send messages from your address for the purposes of tasks you have authorised. We request send-only access. We do not request, and do not have, permission to read your mailbox.

Messages we send on your behalf carry a reply address controlled by Lumo, so that replies from the company reach the agent handling your task. That means correspondence relating to your task arrives with us rather than in your inbox; you can see it in the app at any time.

We will only send messages that relate to a task you have authorised. Correspondence sent in your name will be accurate, professional and based on the information you have given us.

6. Bank connections

Lumo connects to your bank through a regulated open banking provider. When you connect an account you authorise us to receive your balances and transaction history on a read-only basis, for as long as your consent lasts.

You authenticate directly with your bank, so we never see your banking credentials. Open banking consent typically expires after 90 days, and we will ask you to renew it. You can disconnect an account at any time in the app or through your bank, and you can use Lumo without connecting a bank at all.

7. Fees and payment

7.1 What we charge

Lumo is free to download and free to use for finding opportunities. We charge a success fee on what a task actually achieves, calculated as follows:

Refund or dispute	10% of the amount actually recovered for you.
Bill negotiation	25% of one month's saving: the difference between your old and new monthly price, charged once.
Cancellation	25% of one month's cost of the service cancelled, charged once.

For negotiations and cancellations the fee applies to a single month only. Savings in every following month are yours, and we do not charge again for the same outcome.

7.2 When we charge it

A fee becomes payable only when a task is completed and we hold confirmation of the outcome, for example an email from the company confirming the refund, the new price, or the cancellation. We do not charge for time spent, effort made, or claims that are refused or abandoned. If a task fails for any reason, there is no fee.

7.3 How we collect it

You add a payment card before your first chargeable task. By doing so you authorise us to charge that card for success fees as they become due under these Terms. We use Stripe to process payments; we do not store your full card details. You receive a receipt showing the outcome, the amount recovered or saved, and the fee taken.

Fees are stated in pounds sterling. We are not registered for VAT, so no VAT is charged on top of the fee. If a payment fails, we may retry it and will contact you; we may suspend new tasks while a fee remains unpaid.

7.4 If an outcome is reversed or we get it wrong

If a refund is later reversed, a negotiated price is not honoured, or a cancellation does not take effect, tell us and we will refund the corresponding fee. If we charge a fee in error, including where our record of the outcome turns out to be wrong, we will refund it in full.

8. Your right to cancel

As a consumer entering into a contract at a distance, you have the right to cancel your agreement with us within 14 days of accepting these Terms, without giving a reason. You can do this in the app or by emailing us.

If you ask us to begin a task during that 14-day period, you agree that we may start work immediately. If you then cancel, you remain liable for any success fee on an outcome already achieved before you cancelled. Cancelling your agreement with us does not cancel your contracts with any other company.

9. Your responsibilities

When you use Lumo, you agree to:

• give us accurate and truthful information, and not ask us to make a claim you know to be false, exaggerated or dishonest;
• authorise tasks only in relation to accounts, contracts and services that are genuinely yours;
• respond to us when a task needs something only you can provide;
• tell us promptly if a company contacts you directly about a task we are handling, or if you resolve it yourself;
• use the Service lawfully, and not attempt to interfere with, reverse-engineer or gain unauthorised access to it.

Making a dishonest claim may be a criminal offence. We may refuse or stop any task we believe to be false or improper, and may close your account.

10. What we don't promise

Companies are not obliged to give you a refund, a discount or anything else. We will make the case properly, but the outcome is theirs to decide, and past outcomes are not a reliable guide to yours. Estimated values shown in the app, which indicate what a task might be worth, are estimates and not promises.

The Service is provided "as is" and "as available". We do not warrant that it will be uninterrupted or error-free, that transaction data received from your bank will always be complete or correctly categorised, or that automated systems will always interpret a reply correctly. Nothing in this section affects your statutory rights as a consumer, including the right to services carried out with reasonable care and skill.

11. Not advice, and not a regulated claim

Nothing Lumo produces is financial, tax or legal advice, and it should not be relied on as such. For advice, speak to a qualified professional.

Lumo helps you pursue everyday consumer matters with companies you deal with: refunds, prices and cancellations. It is not a claims management service and must not be used for claims of a kind that require FCA authorisation, such as claims for financial mis-selling, payment protection insurance or personal injury. We may decline any request of that kind.

If a matter should properly go to an ombudsman, a regulator or a court, that route remains open to you and Lumo does not replace it.

12. Liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for:

• a company's decision to refuse, delay or withdraw a refund, discount or cancellation;
• the consequences of information you gave us being inaccurate or incomplete;
• the loss of a benefit, discount or contractual term attached to a service you asked us to cancel or renegotiate;
• interruptions caused by third parties, including your bank, your email provider or the company we are dealing with.

Where our liability can lawfully be limited, our total liability arising out of or in connection with these Terms is limited to the greater of £500 or the total fees you have paid us in the twelve months before the claim.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.

13. Ending this agreement

You can stop using Lumo and delete your account at any time in the app. We will delete your personal data in line with our Privacy Policy.

We may suspend or end your access if you break these Terms, if we are required to by law, or if we discontinue the Service, in which case we will give you reasonable notice where we can. Any fee already due for a completed outcome remains payable, and the sections of these Terms that are intended to survive termination will continue to apply.

14. Changes to these terms

We may update these Terms as the Service develops. If a change materially affects your rights, including any change to fees, we will tell you in advance, in the app or by email, and you may end your agreement with us before it takes effect. Fees are never changed retrospectively for a task you have already authorised.

15. Complaints and disputes

If something goes wrong, contact us first, because most things are quickest to fix directly, and we aim to respond within five working days and to resolve complaints within eight weeks.

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own courts.

16. General

These Terms, together with our Privacy Policy, are the entire agreement between us about the Service. If any part is found unenforceable, the rest continues to apply. Our not enforcing a right is not a waiver of it. You may not transfer your rights under these Terms without our consent; we may transfer ours, and will tell you if we do.

Except where these Terms say otherwise, nobody other than you and us has any right to enforce them.

Contact us

Bloom Corp Ltd
United Kingdom
Email us

By using Lumo, you confirm that you have read and understood these Terms and agree to be bound by them.