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General terms of service

Updated October 12, 2026

Important. The scope, price and special terms of each client engagement are agreed in a written Email Marketing Services Agreement. These terms supplement it. If they conflict with the signed agreement, the agreement prevails.

1. General

These terms describe how Lunoa Solutions Oy ("Lunoa", "we" or "us") provides its Klaviyo email marketing service, and how the free design offer works. Please read them before you start, and check this page for updates from time to time.

2. Changes to these terms

We may change these terms. Changes take effect when published here. An agreement you have already signed is not changed by an update to this page.

3. The service

Lunoa manages a Shopify store's email marketing program in Klaviyo. The service includes:

  • Flows: welcome, site abandonment, browse abandonment, cart abandonment, checkout abandonment, post-purchase, winback and sunset, built and maintained by us.
  • Campaigns: planned around your commercial calendar. The sending cadence is agreed at kickoff and reviewed monthly.
  • Email design and copy: custom for your brand.
  • Signup forms and list growth: popups and embedded forms, including their offers and testing.
  • Setup and migration: Klaviyo setup, and migration from your current platform where needed.
  • Management and reporting: Klaviyo account management, continuous A/B testing, a monthly report and a monthly call.

Not included: SMS marketing, back-in-stock flows, paid advertising, website or theme development, product photography, translation into additional languages, additional stores or brands, and Klaviyo license fees and other third-party fees. We can quote these separately.

Fair use: the monthly fee covers one store, one brand, one language and up to 16 or 24 campaigns per month, depending on your plan. Additional campaigns are agreed in writing before work starts and invoiced at USD 200 per campaign.

4. The free design

Before you decide anything, we design a welcome email and signup popup for your store. This is how it works:

  • It is free, and you owe us nothing for it.
  • It is yours to keep, even if you do not continue.
  • It is one welcome email and one signup popup, designed in your brand's look.
  • The program usually fits Shopify stores doing about $50,000 or more a month in sales. If it does not fit yours, we say so in our first reply.
  • We may decline an application, for example if we cannot work with the store or the request does not fit the service.

5. Your responsibilities

So that we can do the work, you:

  • give us the access we need within five (5) business days of the start: a Klaviyo user with Admin or Manager role, a Shopify collaborator or staff account with the agreed permissions, and DNS access or a named technical contact. You never send us passwords; access is given through user invitations;
  • provide brand assets, product information and your rules for offers and discounts;
  • are responsible for the accuracy of the information you give us, such as prices, offers, discount limits and product claims;
  • are responsible for having a lawful basis or consent for your subscribers, a valid privacy policy and a physical address for your email footers.

6. Sending

We decide what is sent and when, within the campaign calendar agreed with you, and we are responsible for it. You do not need to approve individual emails.

7. Communication

We communicate mainly by email, and also by phone and video calls. We reply to messages within 12 hours, weekends included. For urgent matters, call us in addition to emailing.

8. Fees and payment

  • The fee depends on your plan: USD 3,000 per month for up to 16 campaigns, or USD 4,500 per month for up to 24 campaigns. There is no setup fee.
  • We invoice monthly in advance. Invoices are due fourteen (14) days from the invoice date.
  • You pay Klaviyo and other third-party tools directly.
  • Fees exclude VAT and other taxes. VAT is charged, or the reverse charge applies, according to the law in force.
  • Late payments carry statutory late-payment interest under Finnish law. We may pause the services if an invoice is more than fourteen (14) days overdue.

9. Term and termination

  • The agreement runs month to month with no minimum term, unless a special term such as a case study arrangement says otherwise.
  • Either party may terminate with thirty (30) days' written notice. If the notice period ends during a month already invoiced, we credit the remaining days.
  • Either party may terminate immediately if the other materially breaches the agreement and does not fix it within fourteen (14) days of written notice.
  • When the agreement ends, all flows, templates, forms and data stay in your Klaviyo account. We remove our user access within five (5) business days. Fees for work done up to the end date remain payable.

10. Intellectual property

After full payment, you own the final deliverables made specifically for you (email designs, copy and forms) and may use them freely. We keep ownership of our own templates, design system, frameworks, processes and know-how, including components used in your deliverables, and you receive a perpetual, non-exclusive license to use them as part of the deliverables.

We may show designs in our portfolio after they have been sent publicly, unless you object in writing. We use your name, results or metrics publicly only with your written consent.

11. Confidentiality

Both parties keep the other's non-public business information confidential during the agreement and for three (3) years after it ends, and use it only to perform the agreement.

12. Personal data

We process your subscribers' personal data on your behalf under a data processing addendum that forms part of the agreement. We use AI tools in our own production work, but we do not give them access to your subscribers' personal data. Read how we handle data about you in our privacy policy.

13. No guaranteed results

We do not guarantee specific revenue, open or click rates or deliverability outcomes. These depend on factors outside our control, such as products, pricing, site traffic, list history and mailbox providers.

14. Liability

Neither party is liable for indirect or consequential damages, including lost profits. Our total liability under the agreement is limited to the fees you paid in the three (3) months before the claim. These limits do not apply to gross negligence, wilful misconduct or breach of confidentiality.

15. Subcontractors and relationship

We may use subcontractors who are bound by confidentiality, and we remain responsible for their work. We act as an independent contractor. Nothing in the agreement creates an employment, partnership or agency relationship.

16. Contact

Lunoa Solutions Oy
Business ID 3619742-3
Jussilantie 9 B 9, 91500 Muhos, Finland
Email: roni@lunoa.fi
Phone: +358 40 968 6538