Lunu is a cryptocurrency payment service provider. We offer retailers
the ability to accept cryptocurrencies as payment for retail goods and
process cryptocurrencies in fiat currencies (EUR, GBP, etc.) for withdrawal.
By using Lunu solutions' services, you authorize us to act as your
agent so that we may receive, temporarily hold and disburse funds on
your behalf and take any action we deem necessary to provide the services
and comply with applicable law. Any payment made by the Buyer to Lunu solutions
shall be deemed to be the same payment made directly to you and shall release
the Buyer from its outstanding obligations to the extent of such payment.
In order to use the Services, you must open a Lunu Retailer account with Lunu Console. When you open an account, we will ask you for information to register your business under the Lunu solution to provide our services, information such as your name, phone number, email address and information about the ultimate beneficial owner or most senior person of the organization. We will also ask you for information about your business, including the legal name of your business, the physical address of the business, and the website of your business.
The information you provide when you open an account must be accurate and complete, and you must notify us of any changes to this information within ten (10) business days. We may request additional information from you during our verification process. We have the right to reject your account registration or later close your Lunu retailer account if you do not provide us with accurate, complete and satisfactory information.
Lunu offers its solutions in partnership with many of our exchange
and liquidity partners(herein after Exchanges). Both are registered
and licensed exchanges to provide the exchange service for Lunu to
instantly exchange cryptocurrencies into fiat currencies. Also,
Exchanges will hold and maintain Lunu corporate account therefore
we will comply with all Bank Secrecy Act which requires to verify
retailer identities, records of currency transactions. In the event
that a retailer account is closed by Lunu or at the request of the
retailer, even without completing the onboarding process or conducting
a transaction, records must be kept in our system as required by law
in the EU.
The minimum transaction amount for using cryptocurrencies as payment
with the Lunu solution is 10 EUR/GBP/USD or similar in local fiat currencies.
You must retain all records necessary to fulfil the goods or services
sold to the Buyer and to provide post-sale support to the Buyer.
Lunu is required to keep records of all documentation and information
collected for your merchant account for the duration that your account
is active, in accordance with EU regulations on the recording of
Depending on the local laws and regulations of the country in which
you accept the transaction, you may be solely responsible for obtaining
all necessary information from those who purchase your goods or services.
For example, if applicable law prohibits the sale of certain goods,
you must ensure that you do not sell the goods to the buyer and Lunu
is not responsible for this as we are only a payment processor/facilitator.
Also, if you sell goods such as tobacco or prohibited age restricted
goods that may only be sold from the age of 18, we are not responsible
if you do not adequately verify the identity or qualifications of your
buyers at the point of sale.
When you use the Lunu services, you can be offered third-party services,
goods, and promotions. If you want to use these third-party services,
you do so at your own risk and are solely responsible for reading,
learning, and adhering to the terms and conditions associated with
them. We specifically disclaim any and all responsibility for
third-party providers and servicers, and we are not liable for their
We have implemented the most advanced security standard in our platform
to protect our retailers from fraud, however, this does not mean that
the retailer account cannot be abused. Fraud can take any form.
We do not take any responsibility for fraud if any access, login
information to the application/system is given by you to someone else.
In order to provide better service, we may share information about you
and your Lunu account with our third party service providers.
To verify your retailer application with Lunu during account registration, we may share your documents with identity verification (KYC/KYB) service providers and credit unions to request information about your eligibility. By accepting these terms, you give us permission to retrieve information about you through the use of third parties and acknowledge that we may need to share the information you have previously provided to us.
Lunu may from time to time work with these third parties to verify
your eligibility for the services we provide to you. You agree that
your use of the Services may require us to share your information
with these third party providers, who will need to verify your
eligibility to use the Services in accordance with their own
verification procedures.your eligibility to use the Services according
to their own verification procedures.
We may publish your company name, imagery, logo or other publicly
available information about your company for Lunu's promotional and
all marketing channels.
The Retailer will choose a password when registering the account in
the Lunu console. Retailers are responsible for maintaining the
confidentiality of the password and account credentials. Retailers
are fully responsible for all activities that occur with the use of
the password or account. Please notify us (email@example.com) immediately of any unauthorized use of the
password or account or any other breach of security. If you give the
password to others, we will not be liable for any loss you incur
as a result of someone else using your password or account with or
without your knowledge. You must not allow other merchants to use
your account. You must not use another person's password at any time.
In connection with your use of the Services and your interactions with other users and third parties, you agree that you will not engage in the following Prohibited Uses. This list is not exhaustive and we reserve the right to change it at any time. We have the sole discretion to determine whether an activity falls into one of these categories. If you are unsure whether your use of the Services constitutes a Prohibited Use or have questions about how these requirements apply to you, please contact us at https://faq.lunu.io/.
Prohibited Activity: actions that would violate or contribute to a violation of any law, statute, ordinance or regulation, including applicable sanctions programs of the country in which you operate, or that would involve the proceeds of unlawful activity; actions that would publish, distribute or disseminate unlawful material or information. If we become aware of or receive notice of unlawful activity, we have the right to terminate your retailer account.
Abusive Activities: Acts that unreasonably or disproportionately burden our infrastructure or adversely affect, intercept, or expropriate systems, data, or information; transmit or upload material to our computer systems, networks, or websites that contains viruses, Trojan horses, worms, or other harmful or disruptive programs; attempt to gain unauthorized access to our computer systems, networks, or websites or to the accounts of our other customers, computer systems, or networks connected to us; interfere with another person's or entity's access to or use of the Services; Use any other party's information to access or use our computer systems, networks or websites, except in the case of specific Business Customers, specifically authorized by a user to access that user's account and information; Transfer your account access or rights to your account to a third party, except by operation of law or with the express written permission of Lunu; or Collect or otherwise collect information from our computer systems, networks or websites about others, including without limitation email addresses, without proper consent. If we become aware of or report any unlawful activity, we may terminate the Retailer account.
Offensive Actions Against Others: Actions that defame, abuse, extort, harass, stalk, threaten, or otherwise violate or infringe the legal rights (such as rights of privacy, publicity, and intellectual property) of others; incite, threaten, facilitate, promote, or encourage hateful or violent acts against others.
Fraud: Acts intended to defraud us, our users or any other person; providing us with false, inaccurate or misleading information.
Intellectual Property Infringement: Transactions involving
items that infringe a copyright, trademark, right of publicity or privacy,
or other right protected by law, including, but not limited to, selling,
distributing, or accessing software or other licensed materials without
proper authorization from the rights holder; using Lunu's intellectual
property, names, or logos, including use of Lunu's trademarks or service
marks, without Lunu's consent or in a manner that otherwise harms Lunu
or a Lunu copyright.
The following categories of transactions, business practices and items for sale are prohibited on the Services. Most categories of prohibited transactions are imposed by the requirements of our banking providers or regulatory authorities of specific countries and territories. This list is not exhaustive and we reserve the right to change it at any time. We have the sole discretion to determine whether an activity falls into a Prohibited Business category. If you are unsure whether or not your use of the Services falls into a Prohibited Business Category, or if you have any questions about how these requirements apply to you, please contact us at firstname.lastname@example.org.
If you engage in any of the following categories of business, you may be required to agree to additional terms and conditions and permissions from us. This list is not exhaustive and we reserve the right to change it at any time. We have sole discretion to determine whether an activity falls into one of these categories. If you are unsure whether or not your use of the Services involves a Restricted Transaction, or have questions about how these requirements apply to you, please contact us at email@example.com.
We reserve the right to refuse to process a sale if we reasonably believe that it would violate these Terms or expose you, other Retailers, buyers or other parties to harm. If we reasonably suspect that your Lunu account has been used for an illegal purpose, you authorise us to disclose information about you, your Lunu account and your account activity to law enforcement.
To generate the crypto payment order, the retailer in CMS using the Lunu widget or the retailer in the physical store using the Lunu terminal needs to initiate the payment order request in the local fiat currency (EUR, GBP, USD, etc.) with Lunu. Lunu processing fetches the current exchange rate from its third-party exchnage providers and sends the payment order to the retailer to display to the buyer. For more information on Lunu processing, please visit https://lunu.io/products/processing-service.
We guarantee the exchange rate for the buyer to make the payment up
to 5 minutes in the Lunu widget/ Lunu Terminal. We cannot guarantee
the exchange rate for the transaction made outside this designated
5 minute window, and any transactions made outside the window may be
returned/authorized in accordance with retailer as we cannot
guarantee the price. Lunu has built the system to recognize payments
that are at risk of never receiving a block confirmation, in these
cases we mark transactions as unconfirmed payments and reject them.
We charge 1% commission on the transaction from the retailer.
If you issue a full or partial refund to your customers, the amount
of the miner fee will be deducted from the refund transaction to
the customer. The deduction of the refund amount will be added as a
separate entry in your retailer dashbord after the refund has been
Network Cost: Lunu includes network costs in the invoice amount to accept cryptocurrencies from buyers. Network costs are non-refundable when a refund is processed for the same order.
Miner Fees. Cryptocurrency transactions may require a miner fee.
These miner fees are automatically created by the buyer's wallet and
sent to the miner. These miner fees are not Lunu fees. Miner fees
paid to the network will not be refunded if a refund is executed.
We reserve the right to change our fee structure and pricing.
We verify the purchase transaction on the blockchain network and
update the balance of your local currency in your ledger. The debits
and credits in your ledger are funds temporarily held by Lunu and its
third party provider until a settlement can be made to your bank
account. You can receive a settlement in your local currency We always
prefer to provide a settlement in fiat currency to avoid price
fluctuations in cryptocurrencies.
Direct bank transfer with local payment method is available to retailers located in our supported countries. If you wish to receive direct bank transfer statements, you must provide us with valid bank account details. If you receive direct bank transfer statements, we will send a direct bank transfer to your bank account to clear your accumulated ledger balance within two business days.
Minimum settlement amounts and refund reserves apply to the account
ledger to account for withdrawal options to the retailer. The current
minimum settlement amount varies from currency to currency
It is your sole responsibility to update your account details with us if you change or close your existing bank account. We are not responsible for any charges incurred for chargeback of overdrafts or related bounce fees for the closed/cancelled accounts.
Once the new account is updated with Lunu, it will take a few days
for your retailer account to be updated with the new bank details.
Therefore, there may be a delay in statements when the new bank
information is updated.
You agree that Lunu may establish a refund reserve. The refund reserve
will be used for refunding invoices (e.g. return of the product by
the customer, refund initiated by the retailer, non-payment,
technical failure of the order, etc.). The refund reserve is held
in local fiat currency (eg. EUR, GBP, USD) to fund refund requests
in cryptocurrency. Once the refund reserve is set, Lunu will not
settle the refund reserve amount for agreed refund reserve time.
Once refund reserve is complated, the refund reserve amount is
released to the retailer's general ledger and then paid out to
retailers bank account.
Lunu will settle to the retailer bank account from Lunu's general
ledger balance once the settlement amount is above the settlement
minimum. Each fiat currency has a different minimum settlement value
and we reserve the right to change the minimum settlement value from
time to time.
If a payment exception is made and Lunu receives cryptocurrency and
Lunu is unable to contact you or the Buyer and has no record of your
or the Buyer's use of the Services for several years, applicable law
may require Lunu to report those funds to the appropriate jurisdiction
as unclaimed property. If this is the case, Lunu will attempt to
locate you or the Buyer using the notification information contained
in our records. However, if Lunu is unable to locate you or the buyer,
Lunu may be required to turn over such funds to the appropriate state
or jurisdiction as unclaimed property. Lunu reserves the right to
deduct a retirement fee or other administrative fees from such
unclaimed funds to the extent permitted by applicable law.
Through your retailer account, you can access account information
that includes your general ledger and transaction and billing history.
If you experience an error, you must notify us as soon as possible
to resolve the issue.
Lunu can facilitate cryptocurrency refunds on your behalf. You can opt for a partial refund or a refund of the full amount of the original purchase. If you do not have enough funds in your Lunu account to cover the refund, Lunu may require you to deposit fiat into Lunu to cover the refund to the buyer. Any currency conversion required during the refund process will be calculated at a spot rate set by Lunu.
Scenario 1: If 1 BTC is 1000 EUR(assuming) at the time of purchase and buyer returned the product and expects the refund after 15 days. The price EUR against BTC after 15 days may be 0.8 BTC. In this case Lunu only can refund approximately 0.8 BTC to the buyer after deducting Miner fees.
Scenario 2: If 1 BTC is 1000 EUR(assuming) at the time of purchase and buyer returned the product and expects the refund after 20 days. The price EUR against BTC after 20 days may 1.1 BTC. In this case Lunu can refund approximately 1.1 BTC to the buyer after deducting Miner fees.
If a payment exception is not refunded within 30 days of the refund reserve after the invoice creation date, the transaction will be recorded as an "Unclaimed transaction" in Lunu Ledger. The retailer is then responsible for contacting the buyer and settling the refund amount.
The minimum refund amount after deducting the network/miner fee is equivalent to at least 10 USD.
In certain situations, if a purchase order/invoice is not paid in full or is overpaid, this will result in a payment exception and an incomplete purchase order. Buyers can resolve these exceptions either in the Lunu widget or on the Lunu contact page https://support.lunu.io/contact-us.
Buyers can also contact the merchant and request a refund. Lunu charges
miner fees for refunding a payment. If the buyer requests a refund for
a Payment Exception, Lunu will deduct the miner fees from the refund amount.
Refunds will only be made in the original format currency of the
transaction (e.g. if the invoice was paid in BTC, the refund will be
in BTC only).
Expired Payments occurs when a transaction is received outside the
time window of specified 5 minutes in the Lunu widget and terminal.
All payments sent to the expired address will show up in Lunu's
system as an expired payment. Buyers can request refunds for the
expired payments either in the Lunu widget or on the Lunu contact page
Lunu will deduct the miner fees from the refund amount.
For an overview of currently supported wallets and cryptocurrencies,
please visit https://lunu.io/recommended-wallets.
Currently, Lunu does not support any other cryptocurrencies or wallets
unless specifically stated on our website. Any payment made with
unsupported wallets, exchanges, cryptocurrencies will be marked as
"Unsupported Payments" and the transaction amount will be
refunded to the buyer after deducting the miner fees.
Lunu is not responsible for the retailer's refund policy.
However, we recommend that merchants have a clear refund policy for
their customers (including, if applicable, "no refunds are allowed
as all sales are final"). For certain industries, a refund policy
may not be applicable (e.g., when a service is provided).
If refunds are allowed, Lunu can only refund the amount
Buyers who complain to Lunu about a purchase will be referred to you
for resolution. Lunu reserves the right to terminate accounts that
receive excessive complaints.
You are solely responsible for determining all taxes that are imposed, incurred or required to be imposed, paid or withheld for any reason ("Taxes") in connection with your use of our Software and Services. You are also solely responsible for collecting, withholding, reporting and remitting correct Taxes to the appropriate taxing authority. We are not required to, nor will we, determine whether any Taxes are due, or calculate, collect, report or remit to any taxing authority any Taxes arising from any Transaction.