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Terms of Service

1. Who We Are

Lumi is provided by Reach Industries Limited, a company registered in England and Wales (company number 12163912) with its registered office at 117 Deakin Leas, Tonbridge, England, TN9 2JT.

When we say “Reach,” “we,” or “us” in these terms, we mean Reach Industries Limited. When we say “you” or “Customer,” we mean the organisation that has subscribed to Lumi.

2. What Lumi Is

Lumi is an AI-powered platform for laboratory and process observation. We provide:

  • LabEye cameras — hardware devices we supply and you install in your facilities
  • Cloud AI processing — computer vision analysis of video captured by LabEye cameras
  • Web platform — browser-based dashboards, reports, and configuration at app.lumi.systems
  • Customer support — available during UK business hours (8am–6pm, Monday–Friday)

Everything is fully managed by Reach. You just need a web browser and an internet connection.

3. Your Subscription

Your access to Lumi is based on a subscription to the Lumi service, which includes the AI-powered observation platform, cloud processing, LabEye camera hardware, and ongoing support. The specific pricing, service scope, and start date are set out in your Order Form.

  • Your subscription is non-exclusive and non-transferable — it’s for your organisation’s internal use only
  • Each user must have their own login with a secure password
  • You’re responsible for how your authorised users use the platform
  • Subscription fees are charged monthly in advance, in GBP, exclusive of VAT
  • We may increase fees with 90 days’ notice

4. What You Can’t Do

To keep the platform safe and fair for everyone:

  • Don’t try to reverse-engineer, copy, or resell the software
  • Don’t use Lumi to build a competing product
  • Don’t introduce viruses or attempt to compromise our systems
  • Don’t store or transmit unlawful, harmful, or offensive content
  • Don’t share your login credentials or let unauthorised people access the platform

5. AI & Data Processing

Lumi uses artificial intelligence to analyse video captured by LabEye cameras. Here’s how we handle your data:

What we process

  • Video footage captured by LabEye cameras in your facilities
  • AI-derived metadata (object detections, tracker IDs, activity classifications, compliance scores)
  • User account information (names, emails, roles)

How we process it

  • We act as a data processor on your behalf — you are the data controller
  • We process data only on your documented instructions
  • All data is encrypted at rest (AES-256) and in transit (TLS 1.2+)
  • Data is hosted on AWS infrastructure, primarily in the EU-West region
  • We use Amazon Web Services as our infrastructure sub-processor

What we don’t do

  • We do not perform facial recognition or identify individuals
  • We do not use your data for our own purposes (except with your explicit consent for model improvement)
  • We do not transfer personal data outside the UK/EEA without appropriate safeguards
  • We do not make autonomous decisions that affect individuals — all AI outputs are advisory

Full details of our data processing obligations are in our Data Processing Agreement, available on request.

6. Service Availability

COMMITMENT DETAIL
Availability target 24/7, with commercially reasonable uptime
Planned maintenance 10pm–2am UK time
Unscheduled maintenance Outside business hours where possible, with at least 6 hours’ notice
Support hours 8am–6pm UK time, Monday–Friday

We don’t guarantee uninterrupted or error-free service. The internet is unpredictable, and things occasionally go wrong. We commit to fixing issues promptly.

7. LabEye Devices

  • We deliver LabEye cameras before your start date — you’re responsible for installation
  • Devices are warranted to meet their specification. If one is defective, we’ll replace it
  • If a defect was caused by your actions, we may charge for the replacement
  • Devices remain our property and must be returned when the subscription ends

8. Intellectual Property

  • We own Lumi — the software, AI models, devices, and documentation are our intellectual property
  • You own your data — everything you capture and input through the platform belongs to you
  • You grant us a licence to use your data to provide and improve the service
  • We’ll defend you against IP infringement claims related to your use of Lumi as intended

9. Confidentiality

We take confidentiality seriously. Both parties agree to:

  • Keep each other’s confidential information secret
  • Use it only for the purposes of this agreement
  • Share it only with people who need to know (and who are bound by confidentiality)
  • These obligations continue after the agreement ends

10. Payment

  • Fees are due monthly in advance
  • If you don’t pay, we may suspend your access until payment is received
  • Late payments accrue interest at 3% above our bank’s base rate
  • All fees are in GBP and exclusive of VAT
  • Fees are non-refundable except where we terminate due to our own breach

11. Liability

We stand behind our product, but we need to be clear about limits:

  • What we’re liable for: Death or personal injury from our negligence, and fraud. These are never excluded.
  • What we’re not liable for: Loss of profits, loss of business, loss of data (beyond reasonable recovery efforts), or indirect/consequential losses.
  • Our total liability in any 12-month period is capped at the total subscription fees you paid us during that period.

Your responsibility: You’re responsible for the conclusions you draw from Lumi’s outputs and for ensuring your use complies with applicable laws.

12. Term & Termination

EVENT WHAT HAPPENS
Normal termination Either party gives 60 days’ written notice on an anniversary of the start date
Non-payment We can terminate if you don’t pay within 14 days of a written reminder
Material breach Either party can terminate if the other breaches materially and doesn’t fix it within 30 days of notice
On termination Your access stops immediately. Request a data export within 10 days and we’ll deliver it within 30 days (provided fees are paid). After that, we may delete your data. Devices must be returned.

13. General

  • Governing law: England and Wales
  • Jurisdiction: English courts
  • Changes: These terms can only be changed in writing, signed by both parties
  • Force majeure: Neither party is liable for delays caused by events beyond reasonable control
  • Assignment: You can’t transfer this agreement without our consent. We can transfer it freely.
  • Entire agreement: These terms, together with your Order Form, are the complete agreement between us

14. Contact Us

PURPOSE CONTACT
General enquiries info@reach.industries
Data protection dpo@reach.industries
Report a concern speakup@reach.industries
Customer support Via the Lumi platform or your customer success contact

These terms are a public-friendly summary of the Lumi Software Services Agreement. The full legal terms, including the Order Form, govern your subscription. In the event of any conflict, the full legal terms prevail. A copy of the full terms is available on request.