Terms and policies

Terms of Use

These Terms of Use ("Terms") govern your use of getlumenpad.com and any related pages (the "Site"), operated by Lumen Technology LTD ("Lumen", "we", "us"). By using the Site you agree to these Terms. If you do not agree, please do not use the Site.

Using the Site

• You must be at least the age of majority where you live, or use the Site with a parent or guardian's permission.
• Do not misuse the Site: no attempts to break, overload, scrape at scale, reverse engineer or gain unauthorized access to it.
• Information you give us, such as your name, email and shipping address, must be accurate.

Product information

We work hard to describe Lumen accurately. Product images, screens and animations may be simulated or rendered, and features, specifications, compatibility, prices and dates may change before shipping. Third-party app names and logos are trademarks of their owners and show planned compatibility only; they do not imply endorsement.

Intellectual property

The Site, the Lumen name and logo, and all content we created are owned by Lumen Technology LTD or its licensors. You may view and share the Site for personal, non-commercial use. Anything else needs our written permission.

Disclaimers and liability

The Site is provided "as is". To the fullest extent allowed by law, we are not liable for indirect, incidental or consequential losses arising from your use of the Site. Nothing in these Terms limits rights you have under consumer protection laws that cannot be excluded, including the Ontario Consumer Protection Act, 2002.

Governing law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Courts in Toronto, Ontario have jurisdiction, unless the law where you live gives you the right to bring a claim locally.

Changes

We may update these Terms. The date at the top shows the latest version. Material changes that affect an existing pre-order will be emailed to you.

Pre-order & Sale Terms

How a pre-order works

• A pre-order reserves a Lumen in the configuration you choose. You pay a $49 deposit today.
• The deposit is credited in full toward the purchase price. The remaining balance is charged only when your Lumen is ready to ship, currently estimated for December 14, 2026.
• We email you before the balance is charged, with your final price, taxes and shipping details.
• Prices are in USD unless shown otherwise and exclude applicable taxes and duties, which are calculated at checkout.

Cancelling

You can cancel any time before your Lumen ships and receive a full refund of your deposit, no questions asked. Email support@getlumenpad.com or use the link in your confirmation email.

Delays

Ship dates are estimates. If your order will be delayed, we will tell you, give you a new estimate and offer you the choice to keep your place or cancel for a full refund.

Order acceptance

Your order is accepted when we charge the balance and ship. We may refuse or cancel an order, for example for an obvious pricing error or suspected fraud; if we do, any deposit is refunded in full.

Refunds & Returns

• Deposit: fully refundable until your Lumen ships.
• 30-day returns: if you are not happy, return Lumen within 30 days of delivery for a full refund of the purchase price. Items should be returned with their accessories and packaging.
• Free return shipping on returns within the 30-day window. We email you a prepaid label.
• Refunds go back to the original payment method within 10 business days of receiving the return.
• Damaged or faulty on arrival? Tell us within 30 days and we will replace it or refund you, at your choice.

Shipping

• Estimated ship date: December 14, 2026 for the first batch, in the order pre-orders were placed.
• Free standard shipping on every pre-order. Tracking is emailed when your order leaves our warehouse.
• Delivery times vary by country. Import duties and taxes, where they apply, are shown at checkout or collected on delivery as required.
• Please check your shipping address before your balance is charged; you can update it until then.

Limited Warranty

Lumen hardware is covered by a 2-year limited warranty from the date of delivery against defects in materials and workmanship under normal use. If a covered defect appears, we will repair or replace the device, or refund it if neither is possible.

The warranty does not cover accidental damage, liquid damage, normal wear (such as scratches), unauthorized repairs or modifications, or software and services from third parties. This warranty is in addition to your rights under consumer law.

To make a claim, email support@getlumenpad.com with your order number and a short description of the issue.

Privacy Policy

Lumen Technology LTD is responsible for personal information collected through the Site and handles it in line with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable privacy laws.

What we collect

• Information you give us: name, email, shipping address, phone number and order details when you pre-order, join a waitlist or contact support.
• Payment information: processed by our payment provider. We do not store full card numbers.
• Usage data: pages visited, device and browser type, approximate location from your IP address, and how you interact with the Site, collected with cookies and similar tools.

How we use it

• To process pre-orders, charge balances, ship, handle returns and provide support.
• To send order and shipping updates, and marketing emails if you opt in. You can unsubscribe at any time.
• To keep the Site secure, prevent fraud and improve the Site and Lumen.

Sharing

We do not sell your personal information. We share it only with service providers who help us run the business, such as payment, hosting, email, analytics and shipping partners, under contracts that protect it, or when required by law. Some providers may store data outside Canada.

Your choices and rights

You can ask to access, correct or delete your personal information, or withdraw consent to marketing, by emailing support@getlumenpad.com. We keep order records as long as needed for the purposes above and to meet legal and tax obligations.

Security

We use reasonable safeguards to protect your information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Cookies

We use essential cookies and similar storage to make the Site work, for example remembering your selected finish and your reservation session. These are always on.

With your consent, we also use advertising and analytics tools, including the Meta Pixel and Meta Conversions API, to measure how people find and use the Site and how well our ads work. They are only switched on if you choose Accept in the cookie banner. If you choose Decline, they stay off.

You can change your choice at any time with the Cookie settings link in the footer, or by clearing this site's data in your browser.

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