Plain language. No legal maze. Here is what you agree to when you use Luza.
Last updated: April 2026
Luza is a subscription service that arranges regular AI-assisted phone calls to an older adult (the "senior") on behalf of a family member or carer (the "account holder"). Calls are made via Vapi, an AI calling platform, using a voice configured to have warm, natural conversations.
By signing up, the account holder confirms they have the senior's knowledge and agreement to receive calls from Luza.
Luza is a companionship service. It is not a medical, mental health, or emergency service. In any emergency, please call the relevant local emergency number.
Luza is offered on two plans:
Payments are processed by Paddle, who acts as the merchant of record. All billing, tax, and VAT obligations are handled by Paddle. By paying, you agree to Paddle's terms of service in addition to ours.
Your subscription begins immediately after payment is confirmed. Calls will be scheduled from the next available slot at the times you chose during setup.
We do not offer refunds for periods already used. If you cancel mid-period, your subscription remains active until the end of the paid period.
You can cancel at any time by:
After cancellation, no further charges will be made. Calls stop at the end of the current billing period. Your data is retained for 30 days in case you wish to reactivate, then permanently deleted.
Calls are made automatically at the times you set during onboarding. You can update call times, the senior's phone number, or conversation preferences at any time from your account page. Changes take effect within 5 minutes.
We do not guarantee delivery of every call. Calls may occasionally be missed due to:
If calls are consistently failing, please contact us and we will investigate.
You agree not to:
We reserve the right to suspend or terminate accounts that violate these terms, with or without notice.
Luza provides a best-effort companionship service. We are not liable for:
Our total liability to you in any 12-month period shall not exceed the total amount you paid to us in that period.
Luza uses an AI voice model to conduct calls. The AI is configured to have warm, positive conversations based on the preferences you provide. It does not have access to the internet, cannot take actions on behalf of the senior, and is not a substitute for human contact or professional care.
Calls may be recorded or logged by Vapi for quality and platform purposes. Please refer to Vapi's privacy policy for details. Luza does not store recordings.
The AI will identify itself as a friendly caller — it is not designed to impersonate a real person or mislead the senior about its nature.
We may update these terms from time to time. If we make material changes, we will notify you by email at least 14 days before the changes take effect. Continued use of the service after that date means you accept the updated terms.
We may also change, pause, or discontinue parts of the service. If we discontinue the service entirely, we will provide at least 30 days' notice and refund any unused prepaid periods.
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
If you are an EU resident, you also have the right to raise a dispute with your local consumer protection authority.
Questions about these terms?
We're a small team — email us directly and a real person will reply.
hello@luza.ai