Terms of Service
Please read these Terms carefully. By using Lunar Network's services, website, or client portal, you agree to these Terms. If you represent a company, you confirm you have authority to bind that company.
Contents
1. Definitions
- "Lunar Network" means Lunar Network SH.P.K., a company registered in Kosovo
- "Client" means any individual or legal entity that purchases or uses our services
- "Services" means IT support, networking, web development, cloud services, LunarSense, LunarClick, and any other services provided by Lunar Network
- "Portal" means the client portal accessible at lunar-ks.com
- "LunarSense" means the WiFi-based RF sensing hardware and software service
- "Agreement" means these Terms together with any applicable Service Order or Statement of Work
2. Services
Lunar Network provides IT and technology services as described on our website and in individual Service Orders. Specific service scopes, deliverables, and timelines are defined in written agreements or confirmed order emails.
We reserve the right to engage qualified subcontractors to deliver services. We remain responsible for all work performed on our behalf.
We may update, improve, or discontinue features of our services at any time, subject to providing reasonable notice to active clients.
3. Client Accounts & Portal Access
3.1 Account Creation
Access to the Lunar Network portal is granted either by self-registration or by an administrator creating an account on your behalf. You must provide accurate, current, and complete information.
3.2 Account Security
You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately at info@lunar-ks.com if you suspect unauthorised access to your account.
3.3 One Account Per Client
Each client organisation may hold one account. Multiple users within an organisation should contact us to arrange multi-user access rather than creating separate accounts.
4. Payment Terms
4.1 Pricing
Service fees are as quoted in your Service Order or as agreed in writing. Prices are in Euros (€) exclusive of VAT unless otherwise stated. Kosovo VAT applies where applicable.
4.2 Payment
Invoices are due within 14 calendar days of the invoice date unless otherwise agreed. Late payments may incur interest at 1.5% per month on the outstanding balance.
4.3 Suspension for Non-Payment
We reserve the right to suspend services after 30 days of non-payment following written notice. Suspended accounts are restored within 24 hours of payment being received.
4.4 Refunds
Setup fees and hardware (including LunarSense devices) are non-refundable once delivered. Monthly service fees paid in advance are refundable on a pro-rata basis if services are terminated by Lunar Network without cause.
5. Service Level Agreement (SLA)
5.1 Target Response Times
- Critical (system down, security breach): 1-hour response, 4-hour resolution target
- High (major function impaired): 2-hour response, 8-hour resolution target
- Medium (partial impairment): 4-hour response, 24-hour resolution target
- Low (minor issue, query): 1 business day response
Response times apply during business hours (Monday–Friday, 08:00–18:00 CET/CEST) unless emergency coverage is specified in your agreement. Critical issues receive 24/7 coverage.
5.2 Uptime
For managed hosting and infrastructure services, we target 99.9% monthly uptime, excluding scheduled maintenance (announced 48 hours in advance) and events beyond our reasonable control.
5.3 Credits
Service credits for downtime below SLA thresholds are available upon request and at Lunar Network's discretion, up to a maximum of one month's service fee.
6. LunarSense-Specific Terms
6.1 Hardware Ownership
LunarSense hardware (ESP32 sensor devices) remains the property of the Client upon delivery and payment. Lunar Network retains rights to the firmware, software, and cloud platform.
6.2 Site Preparation
The Client is responsible for providing WiFi network access (SSID and password) and a power outlet for each sensor device. Lunar Network will advise on optimal placement during onboarding.
6.3 Permitted Use
LunarSense may be used for lawful occupancy monitoring, safety monitoring, security, and wellness applications. The Client is responsible for:
- Notifying occupants of the premises that RF sensing technology is in use
- Ensuring deployment complies with applicable local employment, tenancy, and privacy laws
- Not using LunarSense for purposes that violate any person's dignity or reasonable expectation of privacy
6.4 Data
LunarSense sensing data (as defined in our Privacy Policy, Section 8) belongs to the Client. Lunar Network processes this data solely to provide the service.
7. Intellectual Property
All software, code, documentation, designs, and systems developed by Lunar Network remain the intellectual property of Lunar Network unless a written assignment agreement specifies otherwise.
Work product created specifically and exclusively for a Client (such as custom website designs or bespoke code) is assigned to the Client upon full payment, unless agreed otherwise.
The Client grants Lunar Network a limited licence to use Client-provided materials (logos, content, data) solely to perform the agreed services.
8. Acceptable Use
You agree not to use our services or portal to:
- Violate any applicable law or regulation
- Transmit malicious code, spam, or conduct phishing attacks
- Attempt to gain unauthorised access to our systems or other clients' data
- Engage in activity that could damage, disable, or impair our infrastructure
- Use LunarSense to conduct surveillance in locations where occupants have a reasonable expectation of privacy and have not been notified
Violation of this section may result in immediate suspension without refund.
9. Limitation of Liability
To the maximum extent permitted by applicable law:
- Lunar Network's total liability for any claim arising out of these Terms or our services shall not exceed the total fees paid by the Client in the 3 months preceding the claim
- We are not liable for indirect, consequential, incidental, or punitive damages, including loss of profit, data, or business opportunities
- We are not liable for failures caused by events outside our reasonable control (force majeure), including internet outages, power failures, or third-party service disruptions
Nothing in these Terms limits liability for death, personal injury caused by negligence, or fraud.
10. Termination
10.1 By Client
You may terminate monthly services with 30 days' written notice. Annual contracts may have different notice requirements as specified in your agreement.
10.2 By Lunar Network
We may terminate your account with 30 days' notice without cause. We may terminate immediately for material breach of these Terms (including non-payment after notice, or acceptable use violations).
10.3 Effect of Termination
Upon termination, portal access is revoked. Data is retained as described in our Privacy Policy and then securely deleted. Hardware already delivered is not returned.
11. Governing Law
These Terms are governed by the laws of the Republic of Kosovo. Any disputes shall be subject to the exclusive jurisdiction of the courts of Pristina, Kosovo, unless both parties agree to alternative dispute resolution.
For Clients in the European Union, mandatory consumer protection laws of the Client's country of residence apply where they provide greater protection than these Terms.
12. Changes to These Terms
We may update these Terms at any time. We will notify active Clients by email and post the updated Terms on our website with a revised "Last updated" date. Continued use of our services after the effective date constitutes acceptance of the updated Terms.
13. Contact
Questions about these Terms:
Email: info@lunar-ks.com
Address: Lunar Network, Pristina, Kosovo