Service Agreement

1.1 “Luma”, “we”, “us” means Luma Visuals, the video editing service operating the Luma portal. “Client”, “you” means the business entity holding the portal account, together with every person who places or manages orders on that account, for whose acts the Client is responsible.

1.2 “Portal” means Luma’s online platform through which orders, footage, briefs, deliveries, revision notes, messages and payments are exchanged. “Edit” means one finished video produced from one shoot under one order. “Order” means a request for an Edit placed through the Portal.

1.3 This Agreement applies to every Order. By selecting “I agree” in the Portal, or by placing an Order, the Client accepts this Agreement. Electronic acceptance has the same effect as a handwritten signature. The version accepted and the date of acceptance are recorded in the Portal.

1.4 The Client confirms that it orders the services for business purposes.

2.1 Luma edits real estate and marketing videos from footage and instructions supplied by the Client, through the Portal.

2.2 An Order is complete when Luma has received all footage in usable form, the brief, and every other file, instruction or information reasonably required to begin work.

2.3 If footage or instructions are missing, unreadable or unclear, Luma will ask the Client through the Portal and the Order is suspended until the Client responds. During a suspension, other clients’ Orders may be scheduled ahead of the suspended Order. Luma is not responsible for any delay caused by the Client, including late, incomplete or unclear footage, instructions or answers.

2.4 Each Edit is one video produced from one shoot. Additional videos, cuts, formats or lengths are separate deliverables billed at their listed price.

2.5 Scope. The services consist of post-production editing of footage supplied by the Client. They do not include filming, photography, footage acquisition, voice-over recording or any other production service unless expressly agreed in writing.

2.6 Creative discretion. Within the brief and the Client’s brand guidelines, Luma exercises its professional judgment over editing choices, including pacing, shot selection, transitions, colour, music placement and effects. Preferences not stated in the brief before work begins may be addressed as revisions or new work under section 4.

2.7 Client responsibilities. The Client shall supply materials on time, give clear direction, respond promptly to Luma’s questions, and designate one person to consolidate all feedback, including that of its agents, sellers, brokers or other stakeholders.

3.1 Standard Edits are delivered within two (2) to six (6) business days, and rush Edits within one (1) business day, in each case counted from the time the Order is complete under section 2.2.

3.2 Business days are Monday to Friday, Eastern time, excluding statutory holidays in Quebec and Canada. An Order completed after 6:00 p.m. Eastern time is deemed completed on the next business day.

3.3 Revisions are returned within one (1) to two (2) business days after Luma receives the Client’s complete revision notes. Unclear notes may extend that period.

3.4 Delivery dates are estimates, not guarantees. If Luma expects to miss a date, it will notify the Client through the Portal before the date passes. A late delivery never increases the price, and the rush fee on a rush Edit delivered late is refunded. Except for that refund, Luma is not liable for late delivery.

4.1 The Client has eight (8) calendar days after delivery (the Review Period) to review each Edit in the Portal. One round of revisions is included in the price of each Edit. Each additional round is charged US$25.

4.2 A revision is a change to the delivered Edit within the original brief and footage, such as trims, shot substitutions, text, music timing and colour adjustments. The Client shall submit all notes for a round together, consolidated from every person involved, as timestamped comments in the Portal. Notes received after a round has been submitted form a new round.

4.3 The following are new work, not revisions: a different music track or style requested after delivery, new or additional footage, a new length or format, and any direction that departs from or contradicts the brief. New work is billed at Luma’s then-current hourly rate shown in the Portal, on the basis of an estimate the Client approves before work begins.

4.4 Corrections of Luma’s errors are always free and do not count as a round: any departure from the brief or the Client’s notes, and any technical defect such as a typographical error, black frame or audio fault.

4.5 An Edit is accepted when the Client approves it in the Portal, or automatically at the end of the Review Period if no revision notes are open. Any change requested after acceptance is new work under section 4.3: Luma will, at its discretion, either rebuild the Edit from the beginning or recover the available project files and timeline, and will bill the work accordingly.

5.1 All prices are in United States dollars and are shown in the Portal before an Order is placed. The price shown on the Order is the price payable.

5.2 Rush service, extras and add-ons (including additional formats, lengths and revision rounds) are priced in the Portal and added to the Edit concerned.

5.3 Plans and à la carte. A plan gives a set number of Edit credits per billing period, charged at the start of each period. Up to twenty-five percent (25%) of a period’s credits that remain unused carry over to the next period only, after which they expire. Edits beyond the available credits are billed at the plan’s per-Edit rate. Orders placed without a plan are à la carte: each Edit is billed at its listed price when it is delivered, or combined with other Edits into a single charge under section 6.1.

5.4 Cancelling a plan takes effect at the end of the current billing period. Unused credits are not refunded, in whole or in part.

5.5 Price changes apply to new Orders only and require at least thirty (30) days’ notice in the Portal and by email. A plan keeps its price until its first renewal after the notice period.

5.6 Prices exclude applicable taxes. Clients located in Canada are charged GST/QST or HST as required by law. Any other sales, use or similar tax applicable to the Client is the Client’s responsibility.

6.1 The Client shall save a valid payment method in the Portal before its first Order and authorizes Luma to charge it, through its payment processor Stripe, for all amounts due under this Agreement. Luma may charge each Edit when it is delivered for review, or combine several Edits into one charge. Each charge lists one line per Edit and is followed by a receipt.

6.2 Accepted payment methods are credit and debit cards (including Apple Pay) and, for Clients billed in US dollars, debit from a US bank account (ACH). The Client may change its payment method at any time in the Portal.

6.3 Each charge covers the Edits delivered since the previous charge, together with their extras, rush fees, revision fees and any plan overage. Each line identifies the project and the Edit type.

6.4 Where a valid payment method is saved, Edits are delivered in full quality without waiting for payment. Where none is saved, each Edit is invoiced on delivery, payable on receipt, and is delivered as a watermarked preview with downloads disabled until the invoice is paid.

6.5 If a charge fails, Stripe will retry it and notify the Client over the following three (3) days. If any amount remains unpaid more than seven (7) days after its due date, Luma may suspend new Orders until it is paid. Messages, reviews and previously released downloads remain available during a suspension.

6.6 The Client shall notify Luma through the Portal of any disputed charge within thirty (30) days of the charge, and agrees to allow Luma to resolve it before initiating a chargeback or payment dispute with its bank or card issuer. Luma corrects billing errors promptly.

7.1 The Client retains all rights in the footage and materials it supplies. Upon full payment for an Edit, the Client may use that Edit for any lawful purpose, subject to section 7.3.

7.2 The Client grants Luma a non-exclusive licence to use its footage and materials solely to perform the services.

7.3 Music. The Client acknowledges that popular and trending tracks are commonly used in its industry and that Luma may use such tracks at the Client’s request or in keeping with current practice. Luma does not license such tracks and gives no warranty as to their licensing status. The Client is solely responsible for securing any rights required to publish music contained in an Edit, whether supplied, requested or selected. Luma is not responsible for any consequence of music use, including muting, removal, copyright claims, demonetization, account restrictions, or the Client’s inability to publish or promote an Edit on any platform. Where Luma selects music from a licensed library, that licence covers use within the delivered Edit only and does not permit reuse of the music on its own or in other works.

7.4 Luma’s use of Edits. Unless the Client opts out, Luma may use finished Edits for any purpose, including its portfolio, website, social media, advertising and other marketing, without the Client’s private or confidential information. The Client may opt out for any Edit, or for all Edits, by so indicating in the Portal, after which Luma will not make new use of the Edits concerned.

7.5 Luma’s templates, presets, project files and working methods remain Luma’s property. Delivery of an Edit does not grant any licence to them.

8.1 Delivered Edits remain available in the Portal without a set deletion date, but Luma does not guarantee indefinite storage. The Client is responsible for downloading and keeping its own copies.

8.2 Luma may delete project files and source footage once an Edit is accepted or marked complete. Luma may, but is not obliged to, keep project timelines or XML files, and does not undertake to provide them. Changes requested after acceptance are handled under section 4.5, whether the Edit must be rebuilt or its files can be recovered.

9.1 Luma keeps the Client’s footage, briefs and listing information confidential and does not disclose them outside its team and service providers, except as required by law.

9.2 Luma uses account, footage and payment information only to provide the services. Payments are processed by Stripe; Luma does not see or store full card or bank account numbers.

9.3 Luma handles personal information in accordance with Quebec’s Act respecting the protection of personal information in the private sector (Law 25). The Client may ask at any time what personal information Luma holds and request its correction or deletion, subject to legal retention obligations.

9.4 Communications. Luma communicates about Orders through the Portal and by email. If the Client provides a mobile number and consents, Luma may also send text messages about Orders, deliveries and account matters. Message and data rates may apply; the Client may opt out at any time by replying STOP. Mobile numbers are not shared with third parties for their marketing.

9.5 Privacy Policy. Luma’s Privacy Policy, published on its website, describes the personal information Luma collects, how it is used and retained, and how to exercise privacy rights, and forms part of this Agreement.

10.1 The Client warrants that it holds all rights, licences and consents necessary for Luma to use the footage, music, logos and other materials it supplies, including the consent of any identifiable person and any property owner, as applicable.

10.2 The Client shall indemnify and hold harmless Luma from any claim, loss or expense, including reasonable legal fees, arising from materials or instructions supplied by the Client or from the Client’s use of an Edit.

10.3 To the fullest extent permitted by law, Luma’s total liability arising from or relating to an Edit is limited to the amount the Client paid for that Edit. Luma is not liable for any indirect, incidental or consequential loss, including loss of listings, sales, commissions, revenue or reputation.

10.4 Luma is not liable for any delay or failure caused by events beyond its reasonable control, including outages of internet, hosting or payment services, power failures, illness, natural events or acts of government.

10.5 No guarantee of results. Luma does not guarantee any outcome from the use of an Edit, including views, engagement, reach, leads, sales or platform performance, and is not responsible for the policies, algorithms, outages or decisions of any third-party platform.

11.1 This Agreement remains in force for as long as the Client holds a Portal account. Either party may end it at any time by notice through the Portal.

11.2 On termination, all Edits already delivered remain payable. For each Edit in progress, the Client may choose to have it completed and billed, or cancelled without charge. Sections 6, 7, 8, 9, 10 and 12 survive termination.

11.3 Luma may amend this Agreement by giving at least thirty (30) days’ notice in the Portal. An amendment applies to Orders placed after its effective date; placing an Order after that date constitutes acceptance of the amended Agreement.

12.1 Entire agreement. This Agreement, together with the prices and plan terms shown in the Portal, is the entire agreement between the parties regarding the services and supersedes any prior agreement or policy.

12.2 Severability. If any provision is held invalid or unenforceable, the remaining provisions continue in full force.

12.3 Assignment. The Client may not assign this Agreement without Luma’s written consent. Luma may assign it in connection with a sale or reorganization of its business.

12.4 Notices. Notices are given through the Portal or to the email address on the Client’s account, and are deemed received on the day sent.

12.5 No waiver. A failure or delay in enforcing a provision is not a waiver of it.

12.6 Governing law. This Agreement is governed by the laws of the Province of Quebec and the federal laws of Canada applicable there. The courts of the judicial district of Montreal have exclusive jurisdiction over any dispute.

12.7 Language. The parties have expressly requested that this Agreement and all related documents be drawn up in English. Les parties ont expressément exigé que la présente convention et tous les documents s’y rattachant soient rédigés en anglais.