Terms of Service

These Terms of Service (“Terms”) govern access to LuceWare Stream Monitoring: the licence portal, the downloadable monitor, and related support (together, the “Service”). By creating an account, starting a trial, paying for a plan, or installing the software, you agree to these Terms.

The Service is offered by LuceWare Solutions (“LuceWare”, “we”, “us”), a technology company operating since 2014 at luceware.com. Stream Monitoring is added to LuceWare’s existing catalogue (custom software, OTT/IPTV, hosting, and related services). Contact: [email protected]. Correspondence address published by LuceWare: 16192 Coastal Highway, Lewes, DE 19958, United States.

1. The Service

LuceWare Solutions licenses on-premises software that checks HLS and related HTTP live sources on a machine you control. The local panel binds to 127.0.0.1:8080. We operate the licence portal, issue signed keys, send transactional email, and provide baseline support. We do not host your streams, play out media, or operate your encoder.

Checks are periodic samples. They are not a contractual SLA, a guarantee of continuity between checks, or proof that audio is audible or that video is free of freeze-frame or black-frame events.

2. Accounts

You must provide an accurate email address and a password of at least 12 characters. One account is intended per company email. You are responsible for activity under your credentials. Notify us promptly if you believe the account is compromised.

3. Licence grant

Subject to payment and these Terms, LuceWare grants you a limited, non-exclusive, non-sublicensable licence to install and run the monitor for your internal operations, for the purchased term and source capacity.

• One licence permits one active installation at a time.
• You may transfer the binding: deactivate on the old host, then activate the same key on the new host.
• You may not share a key across concurrent hosts, rent the software, or reverse-engineer the licence signature except as mandatory law allows.
• When the term ends, monitoring and stream alerts pause. History and configuration remain on your host.

4. Your responsibilities

You supply the server or workstation, operating system, network path to your sources, and any secrets those sources require. Stream URLs, HTTP headers, Telegram tokens, and SMTP passwords stay on your host. You must not expose the local panel to the public internet without your own HTTPS reverse proxy, firewall, and access control.

5. Plans, trials, and payments

Published plans are Starter (10 sources), Professional (20), and Business (50). Yearly terms are billed as ten months and run for twelve. Enterprise is quoted separately. A 24-hour trial, where offered, is limited to 10 sources and one grant per email.

Self-serve checkout is processed by PayPal. The key and the Windows and Ubuntu setups are emailed to the account on file after a successful capture. Prices are in United States dollars and exclusive of tax — see Taxes & VAT. Refunds are described in the Refund Policy.

6. Acceptable use

You may use the Service only for lawful monitoring of sources you are authorised to reach. You may not use a licence key to attack, scan, or burden third-party infrastructure; interfere with the licence platform; or resell seats as a competing hosted monitoring service.

7. Support and updates

Baseline support is available at [email protected] and through the portal ticket form during your active term. Updates are delivered as replacement customer packages. We may change non-material features without reducing the core monitoring function of a paid term.

8. Third-party software

The Windows and Ubuntu setups may install or prompt for FFmpeg / FFprobe and other open-source components. Those components are licensed by their authors (including LGPL or GPL terms). LuceWare does not claim copyright in FFmpeg. If a build redistributes FFmpeg binaries, the corresponding source offer and licence texts accompany that build or are available on request.

9. Disclaimers

The Service is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that every playlist defect, outage, or quality issue will be detected, or that Telegram or email alerts will arrive without delay.

10. Limitation of liability

To the fullest extent permitted by law, LuceWare is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost revenue, lost data, or the cost of substitute monitoring. Our aggregate liability for a claim relating to a paid term is limited to the fees you paid to LuceWare for that term. Mandatory consumer rights in your country of residence are not excluded.

11. Suspension and termination

We may suspend or revoke a licence if payment is reversed, a chargeback is opened, these Terms are materially breached, or the account is used unlawfully. You may stop using the software at any time. Expiry or suspension stops monitoring; it does not delete the data stored on your host.

12. Changes

We may update these Terms. The effective date at the top of this page will change. Material changes will be announced on the portal or by email. Continued use after the effective date constitutes acceptance, except where mandatory law requires explicit consent.

13. Governing law

These Terms are governed by the laws of the State of Delaware, United States, where LuceWare Solutions publishes its correspondence address, without regard to conflict-of-law rules. Mandatory consumer protections in your country of residence remain unaffected.

Privacy Policy

This notice explains what the licence platform stores when you use LuceWare Stream Monitoring, a service of LuceWare Solutions. Stream operations stay on your premises; account and payment data are processed by the same company that already operates luceware.com.

1. Who we are

The controller of portal account data is LuceWare Solutions, 16192 Coastal Highway, Lewes, DE 19958, United States. Contact: [email protected].

2. Data we collect

• Account: email address, password hash and salt, optional company name, optional VAT / GST identification number, and email-verification or reset timestamps.
• Commerce: package, term, amount, currency, PayPal order or capture references, and order status.
• Licence: licence key identifiers, validity window, source capacity, and status (active, expired, suspended, revoked).
• Installation binding: installation UUID, public key, activation and last-seen times. We do not fingerprint MAC addresses, IP hardware IDs, or disk serials.
• Support: ticket subject, message body, and replies that you submit.
• Security logs: authentication and administrative audit events needed to operate the service.

3. Data we do not collect

The monitor runs on your host. We do not receive stream URLs, playlists, media segments, HTTP headers or tokens, Telegram bot tokens, SMTP passwords, or the content of your alerts. Those secrets remain in your local data directory.

4. Why we process data

We process the data above to create and secure your account, take payment, issue and enforce the licence, email keys and setups, provide support, prevent abuse, and meet tax and accounting duties. The legal bases are performance of the contract, legitimate interests in securing the platform, and legal obligation where tax or fraud rules apply.

5. Processors

• PayPal — checkout, capture, refunds, and payment receipts.
• Resend — transactional email (licence delivery, renewal, expiry, password reset).

We do not sell personal data and we do not use portal data for advertising profiles.

6. Cookies

The portal uses a session cookie that is HttpOnly and restricted by SameSite. It keeps you signed in. We do not use third-party advertising cookies on the licence portal.

7. Retention

Account, licence, and order records are kept for the life of the account and for the period required for tax, dispute, and fraud records after closure. Password-reset tokens expire within one hour. You may ask us to delete an account that has no outstanding dispute; we may retain a minimal payment reference where the law requires it.

8. Your rights

Subject to applicable law (including the GDPR where it applies), you may request access, correction, deletion, restriction, or export of the portal data we hold, and you may object to processing based on legitimate interests. Send requests to [email protected]. You may also lodge a complaint with your local supervisory authority.

9. International transfers

PayPal and Resend may process data in the United States or other countries. Where required, we rely on their published transfer mechanisms (such as Standard Contractual Clauses).

10. Security and children

Passwords are stored with a one-way scrypt hash. Licence documents are signed with Ed25519. No method is perfect; you must also protect the host that runs the monitor. The Service is not directed at children under 16.

Refund Policy

This policy applies to self-serve PayPal purchases of Starter, Professional, and Business. It follows the first-term cooling-off pattern common to monitoring subscriptions, while protecting the remainder of a term after a refund or chargeback.

1. 14-day first-term refund

If this is your first paid term for a given account and you are not satisfied, email [email protected] within 14 days of the original capture. Include the account email and PayPal transaction reference. We will refund the amount captured for that first term.

2. After 14 days, and on renewals

Fees for a term that is already running, and fees for a renewal, are not refundable except where mandatory consumer law requires otherwise, or where we agree in writing (for example a proven double charge). We do not prorate unused days for convenience cancellations.

3. What is not refundable

• The 24-hour trial, which is free.
• Enterprise or custom quotes, unless the order confirmation says otherwise.
• A second or later term on the same account after the first-term window has closed.
• Purchases made with a stolen or unauthorised payment method.

4. How a refund or chargeback affects the licence

When a refund is completed or a PayPal chargeback / reversal is recorded, the related licence is suspended and monitoring stops. Unused time does not remain active. Your local history is not deleted. If you later purchase again, a new or reinstated term can be issued.

5. Chargebacks

Please contact us before opening a dispute with PayPal. An unexplained chargeback is treated as a payment reversal and suspends the licence. We may decline future checkout for accounts with repeated disputes.

6. How to request

Write to [email protected] from the account email. We aim to respond within two business days. Approved refunds are returned to the original PayPal method.

Taxes & VAT

List prices on the portal are in USD and are exclusive of tax. This matches the usual B2B listing used by international software vendors. The amount due at PayPal is the catalogue price plus any tax PayPal or the seller is required to collect at checkout.

1. Who collects tax

Where PayPal is configured to collect sales tax, VAT, or GST, PayPal’s checkout is the place of collection and PayPal’s receipt is the tax document for that transaction. Where tax is not collected at checkout, you are responsible for self-assessing any local use tax, VAT, or GST that applies to your purchase of software licences.

2. European Union, United Kingdom, and similar regimes

LuceWare Solutions sells a software licence for this service, not a hosted stream. Invoices and PayPal receipts are issued by LuceWare Solutions. For business customers, a valid VAT / GST identification number may allow reverse charge treatment where the law permits. Save the number on your portal billing profile, or send it with your registered address to [email protected] before or immediately after the first paid invoice. Consumer purchases remain subject to the rules of the customer’s country.

3. Receipts

After payment you receive a PayPal receipt, a PDF invoice, and an order line in the portal under Invoices (date, SKU, amount, status). Company name and VAT / GST ID from your billing profile appear on new invoices. For a corrected invoice after a change of details, write to [email protected].

4. Currency and chargebacks

You authorise PayPal to charge the USD amount shown. Your bank may apply a conversion fee. Tax already remitted on a later refund is handled according to PayPal and the tax authority’s rules; the licence effect of a refund is described in the Refund Policy.

5. Changes

Tax rates and collection duties change. We may update this notice and, where required by law, begin collecting tax at checkout without amending your licence grant.