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Terms of Service

Last updated: November 9, 2026

The website thinklumo.com (the "Site"), the Lumo portal and its products, including Lumo Vector, Lumo Waypoint, Lumo Navigator, and Lumo Ops Manager (the "Portal Products"), the Lumo Concierge messaging service ("Lumo Concierge"), and the Lumo API and MCP access ("API"), collectively referred to as the "Services," are brought to you by Resilient Ops, Inc. ("Resilient Ops," "Lumo," "we," "us," or "our").

Your Acceptance of These Terms

Please read these Terms of Service (the "Terms") carefully before using our Services, as they constitute a legally binding agreement between you and Lumo. By using our Services in any manner, you accept, without limitation or qualification: (a) these Terms, and (b) our Privacy Policy. If you do not agree to these Terms or our Privacy Policy, please do not use the Services.

If you activate or use Services on behalf of an organization, you represent that you have authority to bind that organization to these Terms and the pricing and billing terms you accept. In that case, "you" includes the organization. You remain responsible for your own use of the Services.

Updates and Revisions

We may update these Terms from time to time and will post the revised version and effective date on the Site. For material changes, we will provide notice through the Services or the email associated with your account before the changes take effect, except where an immediate change is needed for legal or security reasons. Where required by law, we will obtain your agreement. Changes do not retroactively expand our rights to use personal information collected under earlier privacy commitments.

1. Content and Intellectual Property

1.1 Description of Content. The Services contain content ("Content") that is either proprietary to Resilient Ops or licensed from third parties. Content includes text, data, files, documents, software, scripts, graphics, images, audio, video, and any other materials accessible through the Services.

1.2 Proprietary Rights. Except for Customer Content described in Section 4, Content is owned by Resilient Ops or third-party licensors and is protected by copyright, trademark, and other intellectual property laws. Except as expressly permitted herein, Content may not be copied, reproduced, republished, uploaded, posted, transmitted, or distributed without prior written consent from Resilient Ops or the applicable rights holder.

1.3 Restrictions on Use.

  • Site: You may access and use Content on the Site as intended through the normal functionality of the Services, including for both personal and commercial purposes, subject to these Terms.
  • Lumo Concierge: You may access and use Lumo Concierge as an individual traveler for your own travel-related purposes, including business travel. Organizations may sponsor individual traveler access through Lumo Waypoint as described in Sections 2.5 and 6.6. Resale, shared-account use, and use to power another service require a separate written agreement with Resilient Ops. See Section 2.5 for full acceptable use terms.
  • Portal Products: You and your authorized users may use Lumo Vector, Lumo Waypoint, Lumo Navigator, and Lumo Ops Manager for your organization’s travel management and related business purposes through the features made available to you, including permitted downloads, reports, and communications. You may share travel information with the travelers and authorized colleagues or clients you serve, subject to their privacy rights. You may not resell portal access, use it as a standalone data feed, or bypass access or seat limits. Separate API access remains subject to the API license and restrictions below.
  • API: Unless you have a separate Data License Agreement with us, Resilient Ops grants you a nonexclusive, non-sublicensable, non-transferable, limited, worldwide license to: (i) make calls to the API to receive Content; and (ii) use, copy, modify, display, distribute, and prepare derivative works of Content retrieved from the API for your internal business purposes, and to disclose such Content and derivative works to your customers and clients.

1.4 Disclaimer. Content and all travel-related information provided through the Services ("Travel Information") is provided "AS IS." We do not guarantee the accuracy, safety, integrity, or quality of Content or Travel Information. You agree to evaluate and bear all risks associated with reliance on such information. Nothing in our Services constitutes a recommendation to purchase, sell, hold, or otherwise act with respect to any security.

2. Restrictions on Use of the Services

2.1 All Services. You agree not to use the Services in any unlawful way or for any unlawful purpose. You shall not: post or transmit information under a false name; transmit content that is unlawful, defamatory, fraudulent, harassing, or hateful; attempt to disrupt or impair the Services; introduce malware, viruses, spyware, or other harmful code; attempt to gain unauthorized access to any system or network; or use any robot, scraper, or automated means to access the Services except through an API or integration we expressly make available for that purpose.

2.2 API. Unless you have a separate Data License Agreement with us, you shall: obligate your clients not to distribute Content outside their organization; not use Content for any purpose other than internal business purposes. You shall not: sell, rent, lease, or redistribute the API; remove proprietary notices from the API; circumvent any access controls; store data in a persistent database or cache; or reverse engineer the API.

You may not resell, redistribute, sublicense, or make available Content retrieved from the API as a standalone data product, API, data feed, or service, or use the Content to build, operate, market, or support a product or service that competes with or substitutes for the Lumo API. This restriction does not prohibit the permitted disclosure of Content to your customers and clients for your internal business purposes as described in Section 1.3.

You may not create, control, or use multiple accounts, organizations, API keys, or other access credentials primarily to obtain more than one free tier, avoid usage limits, evade payment obligations, or otherwise circumvent the pricing or usage limits of the Services. We may consolidate usage across related accounts and may suspend or terminate accounts involved in suspected abuse.

When displaying Content retrieved from the API, you must include a reasonably prominent “Powered by Lumo” attribution with a hyperlink to https://www.thinklumo.com.

2.3 Accounts, Credentials, and Account Security. Portal accounts are assigned to individual users and must not be shared. API keys, MCP client credentials, intake credentials, and other organization credentials may be used only by your authorized users and approved integrations. Your organization is responsible for managing invitations, roles, traveler access, and purchased seats, and for removing access when it is no longer appropriate. You are responsible for safeguarding all credentials and for all activity conducted through them. You may not share, sell, sublicense, transfer, publish, or otherwise make credentials available to any unauthorized person or entity.

You must promptly suspend affected credentials and notify us at support@thinklumo.com if you know or reasonably suspect that credentials have been lost, disclosed, compromised, or used without authorization. We may suspend, revoke, rotate, or replace credentials when we reasonably believe doing so is necessary to protect the Services, Content, users, or third parties.

2.4 Restrictions Relating to OAG Data.  Certain real-time flight information available through the Lumo API is sourced from OAG Aviation Worldwide Limited and its affiliates (“OAG”). You may not use the Lumo API, Content, or any output or derivative work generated from the Content to replace, substitute for, or avoid renewing an existing OAG subscription or license.

This restriction includes using the Lumo API in a manner intended to reduce, eliminate, or circumvent fees otherwise payable under an existing OAG subscription or license. You represent and warrant that your use of the Lumo API will comply with this restriction. We may immediately suspend or terminate your access to the Lumo API, without prior notice, if we reasonably suspect a breach of this Section.

2.5 Acceptable Use — Lumo Concierge. Lumo Concierge is a personal travel concierge service designed for individual travelers. You agree to use Lumo Concierge as an individual traveler for your own travel-related purposes, including business travel. Organizations may sponsor individual travelers’ access through the Waypoint features we provide; sponsorship does not permit a shared account, resale of access, or use to power another service. You may not:

  • Use Lumo Concierge to build, operate, or power any third-party product, platform, or service without a separate written agreement with Resilient Ops;
  • Use Lumo Concierge in an automated, scripted, or high-volume manner;
  • Allow multiple individuals to share a single Lumo Concierge account;
  • Resell, sublicense, or commercially exploit access to Lumo Concierge.

Resilient Ops reserves the right to monitor usage patterns and to suspend or terminate accounts that we reasonably determine are being used in a manner inconsistent with personal use, including but not limited to excessive or automated usage that disproportionately consumes system resources. We are not required to provide prior notice before taking such action.

2.6 Traveler Information, Shared Content, and Alerts. You must have the rights, permissions, and legally required consents to submit or import information about other people, track travel on their behalf, invite users, sponsor Concierge access, and direct communications to recipients or destinations. You are responsible for providing appropriate privacy notices and ensuring that your use complies with applicable privacy and messaging laws. Activating a product or accepting these Terms does not itself constitute a traveler’s consent to receive SMS or other messages.

Booking notes, traveler labels, trip records, and other shared information may be visible to authorized users according to your organization’s roles and access settings. Insider tips may be surfaced to other authorized users in your organization with contributor attribution. Do not include passwords, payment card details, or sensitive personal information in free-text fields or uploads unless necessary for an expressly supported feature. Review imported and AI-extracted information before submitting it, and verify that configured alert recipients, channels, and webhook destinations are authorized to receive the information.

2.7 AI-Assisted Features. Some Services use AI to answer questions, analyze travel information, extract trip data, organize tips, or assist with supported actions. AI outputs may be incomplete, incorrect, or outdated. You must review outputs and verify important information with the airline, airport, or other relevant source before acting. Starting or stopping flight tracking does not book, change, or cancel an airline reservation. The Services do not replace emergency services or guarantee traveler safety, successful connections, or uninterrupted alerts.

3. Trademarks and Brand Assets

All trademarks, service marks, logos, slogans, and taglines displayed through the Services are the property of Resilient Ops or their respective owners. Nothing herein grants any license or right to use any such brand assets without the express written permission of Resilient Ops or the applicable owner.

4. Ownership

You acknowledge that the Services and Content are the valuable and proprietary property of Resilient Ops. Resilient Ops owns and retains all right, title, and interest (including all intellectual property rights) in and to the Services and Content, excluding Customer Content and subject to third-party rights and the limited licenses expressly granted herein.

Your Submitted Content. As between you and Lumo, you retain your rights in information and content that you or your authorized users submit, including trip records, booking notes, and insider tips ("Customer Content"). You grant Lumo permission to host, store, process, transmit, and display Customer Content as needed to provide, secure, and support the Services, including processing by service providers and sharing with authorized users or destinations as described in our Privacy Policy. This permission does not transfer ownership of Customer Content to Lumo. Personal information is handled under our Privacy Policy. Customer Content is not treated as unrestricted product feedback under Section 8 merely because you submit it through a product feature.

5. Lumo Points Program

5.1 What Are Lumo Points. Lumo Points are a rewards currency issued by Resilient Ops in connection with the Lumo Concierge service. Lumo Points have no cash value and are not transferable, saleable, or redeemable for cash under any circumstances.

5.2 Earning Lumo Points. Lumo Points may be earned as follows:

  • Signup offers: Any signup points and eligibility requirements are those specified in the applicable offer.
  • Referral offers: Any referral points, qualifying actions, and eligibility requirements are those specified in the applicable referral offer.

5.3 Redeeming Lumo Points. Lumo Points may be redeemed only for the benefits and at the rates expressly offered by Resilient Ops at the time of redemption. Availability of a points program does not guarantee any particular discount, travel benefit, or future redemption opportunity.

5.4 Program Changes. Resilient Ops reserves the right, at any time and in its sole discretion, to:

  • Modify, suspend, or discontinue the Lumo Points program;
  • Change the rate at which Lumo Points are earned or redeemed;
  • Change what Lumo Points may be redeemed for;
  • Impose expiry dates, caps, or other conditions on Lumo Points;
  • Adjust, cancel, or invalidate Lumo Points that were earned through error, fraud, or abuse.

Any such changes will be posted to the Site and will be effective immediately upon posting. Continued use of the Services following such changes constitutes your acceptance of the updated program terms.

5.5 Forfeiture. All Lumo Points in your account will be forfeited immediately upon termination of your Lumo Concierge subscription, whether by you or by Resilient Ops, for any reason. Lumo Points have no value upon account closure.

5.6 No Property Interest. Lumo Points do not constitute property. You have no property interest, right, or title in or to any Lumo Points. Resilient Ops may change, devalue, or eliminate Lumo Points at any time without compensation.

6. Subscription, Billing, and Cancellation

6.1 Subscription Fees. Lumo Concierge is offered on a subscription basis at the pricing and promotional terms displayed when you subscribe or otherwise agreed in writing. We will provide advance notice of subscription fee changes through the Services or the email associated with your account before the new rate applies. You may cancel before the new rate takes effect, and we will obtain any agreement required by applicable law. Lumo API is offered on a usage-based basis under Section 6.5. Lumo Vector, Lumo Waypoint, and organization-sponsored Concierge seats are billed under Section 6.6.

6.2 Individual Lumo Concierge Billing. Individual Lumo Concierge subscription fees are billed in advance on a monthly basis. Payment is processed securely by Stripe. Resilient Ops does not store your full payment card details.

6.3 Individual Lumo Concierge Cancellation and Refunds. Except where required by applicable law, individual Lumo Concierge subscription fees are non-refundable. If you cancel your subscription or if your account is terminated for any reason during a billing cycle, you will not receive a refund for any portion of the current billing period. Your subscription will remain active until the end of the paid billing period. The full billing cycle fee is deemed earned by Resilient Ops upon commencement of that billing cycle, regardless of whether the subscription is cancelled or terminated during that period.

6.4 B2B and Bulk Subscriptions. Organizations may purchase individual traveler access through Waypoint under Section 6.6. Other bulk or enterprise arrangements may be governed by a separate written agreement. An applicable signed agreement controls over these Terms to the extent of a conflict.

6.5 Lumo API Billing. Lumo API usage is billed according to the pricing and billing terms displayed to you when your organization activates Lumo API or otherwise agreed with Resilient Ops in writing. A calendar-month usage allowance may apply. Usage charges are calculated based on API usage and may be invoiced during a calendar month once the applicable invoicing threshold is reached. Any remaining unpaid usage balance may be invoiced at the end of the calendar month.

Where your applicable terms provide for payment by card, you authorize Resilient Ops and its payment processor, Stripe, to charge your saved payment method for issued invoices. Where your applicable terms provide for invoicing, invoices are due within thirty (30) days of issuance unless otherwise stated in writing.

You are responsible for all applicable taxes, duties, and governmental assessments associated with your use of Lumo API, excluding taxes based on Resilient Ops’ net income. Usage charges are non-refundable except where required by applicable law. If a payment fails or an invoice remains unpaid after its due date, we may immediately suspend or terminate access to Lumo API and its associated credentials until all outstanding amounts are paid.

6.6 Vector, Waypoint, and Sponsored Concierge Seat Billing. By activating Lumo Vector or Lumo Waypoint or changing purchased seats, your organization agrees to the seat pricing, applicable credits, and billing terms displayed in the portal or otherwise agreed in writing. Vector Administrator, Manager, and Member seats use the Vector pricing schedule. Waypoint Manager and Member seats use the Waypoint pricing schedule; sponsored Traveler access uses the Concierge seat schedule.

Subscriptions continue until deactivated. Charges are calculated for each calendar month from the highest number of seats purchased during that month, separately for each seat type, whether or not every seat is assigned or used. Monthly seat charges are not prorated for a partial month. Adding seats can increase that month’s charge; removing users, reducing seats, or deactivating a product does not reduce charges already incurred for that month. Deactivation ends access to that product and stops future months’ seat charges, subject to any separate written agreement.

Seat invoices are ordinarily issued after month end; outstanding charges may also be settled when an organization is closed. A first-month credit, if offered, applies only as displayed for that product’s first billing month. Waypoint credits do not apply to sponsored Concierge seats. Credits are not cash, and no unused credit carries forward unless expressly stated. Applicable monthly minimums, maximums, and tiered rates are those displayed or agreed for your organization.

Where payment by card applies, you authorize Resilient Ops and Stripe to charge your saved payment method for these invoices. Otherwise invoices are due within thirty (30) days of issuance unless otherwise agreed in writing. Your organization is responsible for applicable taxes other than taxes on Resilient Ops’ net income. Charges are non-refundable except as required by law. Failed or overdue payments may result in suspension of product access. Deactivation or loss of sponsored access may also end the affected traveler’s organization-funded Concierge access; any separately purchased individual subscription is governed by its own terms.

You can manage purchased seats and deactivate Lumo Vector or Lumo Waypoint in organization settings, subject to the access controls shown there. Removing a user or disconnecting an integration alone does not cancel purchased seats. Organization deletion requires settlement of open invoices and unbilled charges. Product deactivation or organization closure does not itself constitute a request to erase all retained records; see the Privacy Policy for retention and privacy requests.

7. Termination and Suspension

You understand that the Services are provided at our discretion. Resilient Ops may modify, suspend, or terminate all or any part of the Services at any time, with or without notice, for any reason or no reason, including but not limited to:

  • Violation of these Terms;
  • Conduct that Resilient Ops determines, in its sole discretion, is harmful to other users, Resilient Ops, or third parties;
  • Usage patterns that are inconsistent with the permitted use of the applicable Service, including unauthorized automation or disproportionate resource consumption;
  • Non-payment of subscription fees;
  • Any other reason Resilient Ops deems appropriate.

You agree that Resilient Ops shall not be liable to you or any third party for any modification, suspension, or termination of your access to the Services. Termination of your account does not entitle you to a refund of subscription fees paid, except as required by applicable law.

8. User Feedback

Any feedback, suggestions, or ideas you provide to Resilient Ops are not confidential. By providing feedback, you grant Resilient Ops a worldwide, perpetual, irrevocable, royalty-free license to use, reproduce, modify, publish, distribute, and otherwise exploit such feedback for any purpose, unless doing so would violate your rights under our Privacy Policy.

9. Third-Party Links

Our Site may contain links to third-party websites. Such links are not endorsements of those sites. We do not control third-party websites and are not responsible for their content or privacy practices. Our Privacy Policy does not apply to third-party sites.

10. Age Requirement

By using the Services, you represent that you are at least 18 years of age and are fully able and competent to enter into and abide by these Terms.

11. Disclaimer of Warranties

ACCESS TO THE SERVICES IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, RESILIENT OPS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. RESILIENT OPS DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS, OR THAT ANY TRAVEL INFORMATION PROVIDED WILL BE ACCURATE, COMPLETE, OR CURRENT. YOUR USE OF THE SERVICES AND ANY TRAVEL INFORMATION IS AT YOUR SOLE RISK.

12. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, RESILIENT OPS SHALL NOT BE LIABLE FOR ANY PUNITIVE, EXEMPLARY, CONSEQUENTIAL, INCIDENTAL, INDIRECT, OR SPECIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICES, INCLUDING BUT NOT LIMITED TO PERSONAL INJURY, LOST PROFITS, BUSINESS INTERRUPTION, OR LOSS OF DATA, EVEN IF RESILIENT OPS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IN THE EVENT RESILIENT OPS IS FOUND LIABLE FOR ANY DAMAGE OR LOSS ARISING FROM YOUR USE OF THE SERVICES, RESILIENT OPS' TOTAL LIABILITY SHALL NOT EXCEED THE GREATER OF: (I) THE TOTAL AMOUNT PAID BY YOU TO RESILIENT OPS IN THE THREE MONTHS PRECEDING THE CLAIM; OR (II) FIFTY U.S. DOLLARS ($50).

CERTAIN JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN WARRANTIES OR DAMAGES. IN SUCH JURISDICTIONS, THE ABOVE LIMITATIONS APPLY TO THE FULLEST EXTENT PERMITTED BY LAW.

13. Indemnification

As a condition of use, you agree to indemnify, defend, and hold harmless Resilient Ops and its affiliates, officers, directors, employees, agents, licensors, and suppliers from and against any claims, damages, costs, and expenses (including reasonable attorneys' fees) arising out of: (i) your use of the Services; (ii) your violation of any applicable law or regulation; or (iii) your breach of these Terms.

14. Errors, Inaccuracies, and Omissions

The Services may occasionally contain typographical errors, inaccuracies, or omissions relating to Travel Information, pricing, promotions, or availability. We reserve the right to correct any such errors and to change or update information at any time without prior notice. We undertake no obligation to update information on an ongoing basis.

15. Miscellaneous

These Terms are governed by the laws of the Commonwealth of Massachusetts, USA, without regard to conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply. These Terms, together with our Privacy Policy, the pricing and billing terms accepted for the applicable Service, and any applicable signed agreement with Resilient Ops, constitute the entire agreement between you and Resilient Ops with respect to the Services. If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force. Failure to enforce any provision of these Terms is not a waiver of our rights. You may not assign your rights or obligations under these Terms without our prior written consent. A printed version of these Terms is admissible in legal proceedings to the same extent as other business documents.