Terms of Service and Privacy Policy
This page sets out the Terms of Service that govern a restaurant's use of Rotlo, and the Privacy Policy that describes how Rotlo LLC collects, uses and protects personal information. If you telephoned a restaurant and your call was answered by Rotlo, Part 2, Section 9 applies to you.
Terms of Service
Acceptance
These Terms of Service (“Terms”) are a binding contract between Rotlo LLC, an Ohio limited liability company (“Rotlo,” “we,” “us” or “our”), and the business identified on the order page or subscription checkout (the “Order”) that accepts them (“Customer” or “you”). The Order sets out your plan, the monthly fee per location, the number of locations, the start date and any add-ons, and forms part of these Terms.
By checking the box marked “I have read and agree to the Terms of Service,” clicking “Subscribe,” “Sign up,” “Pay” or any similar button, or by using the Service, you confirm that (a) you have read and agree to these Terms; (b) you are at least 18 years of age; (c) you have authority to bind the business you represent; and (d) the information you have provided to us is accurate. Your electronic acceptance has the same effect as a handwritten signature under the U.S. E-SIGN Act and applicable state law. If you do not agree to these Terms, do not use the Service.
1The Service
1.1 Description. Rotlo provides an AI telephone agent and related software for restaurants (the “Service”), including inbound call answering; responding to questions about your menu, hours and location; taking reservations and takeout orders; transferring calls to your staff; sending text messages; and a dashboard that records the agent's activity.
1.2 License. Subject to your payment of all applicable fees and compliance with these Terms, Rotlo grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to use the Service for your own business at the locations identified on your Order. All rights not expressly granted are reserved.
1.3 Restrictions. You will not, and will not permit any third party to: copy, modify or create derivative works of the Service; reverse engineer the Service or attempt to derive its source code or prompts; rent, resell or sublicense access to the Service; use the Service to build a competing product; remove any proprietary notices; use the Service to transmit unlawful, deceptive or harmful content; or interfere with the security or performance of the Service.
1.4 Updates and maintenance. The Service is updated automatically. We will use reasonable efforts to schedule planned maintenance outside your business hours. You are responsible for your own telephone service, internet connection, devices and any third-party software required to use the Service.
2Accounts
Access to the Service requires an account. You are responsible for maintaining the confidentiality of your login credentials, for all activity that occurs under your account, and for notifying us promptly at hello@rotlo.ai of any unauthorized access. You agree to provide accurate account information and to keep it current.
3Fees and payment
3.1 Fees. You will pay the monthly fee per location set out in your Order, together with any add-ons. Fees are stated in U.S. dollars and exclude taxes, which are your responsibility (other than taxes on Rotlo's income). No setup fee applies unless your Order states otherwise.
3.2 Billing. The first monthly fee is charged on the start date stated in your Order, and on the same day of each month thereafter. You authorize Rotlo and its payment processor to charge your payment method on file on a recurring basis for all amounts due. This authorization continues until you cancel in accordance with Section 5 or provide written notice at least 10 business days before the next charge. You must maintain a valid payment method on file.
3.3 Failed payments. If a payment fails, we may suspend the Service until payment is received. If your telephone line is forwarded to the Service, suspension will result in calls not being answered. Continued non-payment may result in termination. Past-due amounts accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law, and you are responsible for reasonable costs of collection.
3.4 Unlimited calls; excluded traffic. Your plan includes unlimited calls from individuals telephoning your restaurant. There is no monthly minute allowance and no overage charge for ordinary business use. The following are excluded, and Rotlo may block, throttle, suspend or separately bill for them:
- traffic generated by automated dialers, bots, scripts or other non-human sources;
- calls or messages to premium-rate, international or other high-cost destinations;
- artificially inflated traffic, including repeatedly triggering text messages to numbers that receive a share of the delivery fee;
- use of your line by anyone other than genuine customers of your restaurant, including reselling or sharing access; and
- volumes materially outside the normal operation of a restaurant of your size that impose a disproportionate cost on our telephony, speech or AI providers.
Where reasonably practicable, we will give you notice and an opportunity to remedy the activity before taking action. Where we reasonably suspect fraud or artificially generated traffic, we may act immediately and without notice. You are responsible for the third-party telephony, speech and AI charges caused by such traffic on your line, and we will provide documentation of those charges.
3.5 Billing disputes. You must notify us in writing of any disputed charge within 120 days of the charge. Charges not disputed within that period are deemed accepted.
3.6 Refunds. Except where required by law, fees are non-refundable, including for partial months and unused periods.
4Trials
Rotlo may, at its sole discretion, offer a trial period of up to fourteen (14) days. A trial exists only where Rotlo has agreed to it in writing, and that written agreement sets its length and scope. Trials are not offered as a matter of right and do not constitute a standing promotion. At the end of a trial, the Service will stop unless you have accepted these Terms and provided a payment method. Rotlo may end a trial at any time.
5Term, cancellation and termination
5.1 Term. These Terms begin on the start date stated in your Order and continue on a month-to-month basis until cancelled. There is no minimum commitment and no early termination fee.
5.2 Cancellation by you. You may cancel at any time through your dashboard or by emailing hello@rotlo.ai. Cancellation takes effect at the end of the current paid billing period; the Service will continue until then and you will not be charged again. Fees already paid are not refunded.
5.3 Suspension and termination by Rotlo. We may suspend or terminate your access to the Service if you breach these Terms and fail to cure the breach within 10 days of notice; use the Service in a manner that harms Rotlo, other customers, Callers or the Service; use the Service unlawfully or fraudulently; fail to pay amounts due; or become insolvent. Where a breach cannot reasonably be cured, or where continued provision of the Service would expose Rotlo or any Caller to harm or legal risk, we may suspend or terminate immediately and without notice.
5.4 Effect of termination. Upon termination, your right to use the Service ends. Your account data will remain available for export for 30 days and will then be deleted. Where we terminate for fraud, unlawful use or risk of harm, we may delete it sooner. Call recordings and transcripts are deleted on the schedule set out in Part 2, Section 6, regardless of termination.
5.5 Survival. Sections 3, 6, 7, 8, 10, 12, 13, 14, 16 and 17 survive any termination or expiration of these Terms.
6Customer Data
6.1 Ownership. “Customer Data” means all information you provide to the Service and all information the Service collects on your behalf, including call recordings, transcripts, orders, reservations, Caller telephone numbers, menus, hours and settings. As between the parties, you own Customer Data.
6.2 License to Customer Data. You grant Rotlo a non-exclusive, worldwide, royalty-free license to host, copy, transmit, process and display Customer Data solely to operate, support, secure and troubleshoot the Service for you. This includes reviewing transcripts to diagnose problems, and maintaining the menu and vocabulary context used to improve the accuracy of your own calls.
6.3 No model training. Rotlo does not use Customer Data to train, fine-tune or otherwise improve any machine learning model, and uses its speech and language providers under terms and settings that do not permit them to do so. No recording, transcript or Caller conversation from your restaurant is used to improve a model that serves any other customer. Rotlo will not change this practice without your prior affirmative consent.
6.4 Service statistics. Rotlo may compile statistics regarding the performance of the Service, such as call volumes, answer times and error rates, provided that they are aggregated across customers, do not identify you, your Callers or any individual, and contain no recording, transcript or conversation content.
6.5 Confidentiality. Each party will use the other's non-public business, technical and financial information only to perform its obligations under these Terms, and will protect it using at least reasonable care. This obligation does not apply to information that is or becomes public through no breach of these Terms, was already known to the receiving party, is independently developed, or is lawfully received from a third party.
6.6 Feedback. Rotlo may use any suggestions or feedback you provide about the Service without restriction or compensation.
7Call recording and Caller consent
7.1 Recording is part of the Service. The Service records, transcribes and analyzes the calls it answers. Recording and transcription are inherent to the operation of the Service and cannot be disabled while the Service is in use. By using the Service, you acknowledge and consent to the recording and analysis of calls to your locations.
7.2 Caller consent. You are solely responsible for providing every notice and obtaining every consent required by law before a call to your location is recorded, including under federal and state wiretapping, eavesdropping and all-party consent laws. You will implement appropriate disclosures informing Callers that their calls may be recorded and are handled by an automated system, and will keep those disclosures accurate and current.
7.3 Configuration. Where the Service offers a spoken recording disclosure or similar setting, you are responsible for configuring it appropriately for the jurisdictions in which you operate and from which your Callers may call. Rotlo's default settings are provided for convenience, do not constitute legal advice, and are not a representation that they satisfy the laws applicable to you.
8Payments from Callers
8.1 Merchant of record. Where the Service facilitates payment from a Caller, the Caller is paying you, and you are the merchant of record for each such transaction. You are responsible for your account with the payment processor and for accepting its terms; for the goods and services sold; for refunds, chargebacks and disputes; and for any applicable taxes. Rotlo is a technology provider and is not a party to these transactions.
8.2 Payment card information. The Service is not designed to collect, and will not request from a Caller, a payment card number, expiration date or security code. It directs Callers to a secure payment page hosted by the payment processor.
8.3 Volunteered card information. A Caller may speak payment card details without being asked. In that event, those details may be captured in the recording and transcript of the call and will be deleted on the schedule set out in Part 2, Section 6. You will not instruct Callers to read card details aloud, and will not configure the Service to request them.
9Text messaging
9.1 Messages to Callers. The Service may send text messages to individuals who call your locations: order and reservation confirmations, secure payment links, order status updates and replies within a conversation initiated by the Caller. The Service sends these messages only after the Caller agrees, during the call, to receive them, as described on our text messaging page. These messages are sent on your behalf and as your agent, and identify your business. You are responsible for obtaining every consent required under the Telephone Consumer Protection Act and applicable state law, for the content of those messages, and for honoring opt-out requests. You will not use the Service to send marketing or promotional messages to Callers.
9.2 Terms for Callers who receive texts. Message frequency varies with the order or reservation, and is typically one to four messages. Message and data rates may apply. Reply STOP to any message to stop receiving texts; you will receive one confirmation message and no further messages unless you opt in again. Reply HELP for assistance, or email hello@rotlo.ai. Agreeing to receive texts is not a condition of any purchase; a Caller who declines can pay at the restaurant. Carriers are not liable for delayed or undelivered messages.
9.3 Messages to you. If you provide your mobile number and opt in, Rotlo may send you recurring text messages about your account, the Service, onboarding, product updates and offers. Message frequency varies. Message and data rates may apply. Consent to promotional messages is not a condition of purchasing or using the Service. Reply STOP to unsubscribe; you will receive one confirmation message and no further messages unless you opt in again. Reply HELP for assistance, or email hello@rotlo.ai. Carriers are not liable for delayed or undelivered messages.
9.4 Opt-in data. Rotlo will not sell, rent, lease or otherwise transfer mobile telephone numbers or text-message consent records to any third party for that party's own marketing purposes. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
10Acceptable use and Customer obligations
You will: use the Service in compliance with all applicable laws, including the TCPA, state call-recording laws, payment card security standards and consumer protection laws; obtain every consent required to record and process calls in the jurisdictions in which you operate; provide accurate menu, pricing, hours, allergen and operational information to the Service and keep it current; refrain from using the Service for any illegal, deceptive or harmful purpose; and refrain from using the Service to impersonate any person, harvest information or transmit unsolicited bulk messages.
You are solely responsible for the accuracy of the information you provide to the Service. The Service relies on that information, and inaccuracies in it may result in inaccurate responses to Callers.
11Limitations of AI
11.1 Errors. The Service uses artificial intelligence and may make mistakes. It may mishear a Caller, misunderstand a request, record an order incorrectly or handle a situation differently than a person would. It is not a substitute for human judgment, and Rotlo does not guarantee that the Service will correctly understand every Caller or accurately process every order.
11.2 Review. You are responsible for reviewing the Service's activity, including orders, reservations, quoted prices and wait times, and for maintaining a process to identify and correct errors before they affect your customers. The dashboard records every call for this purpose. We recommend reviewing calls daily during the first two weeks of use.
11.3 Staff availability. You will keep staff available to accept calls transferred by the Service and to handle complaints and situations the Service cannot resolve. Rotlo is not responsible for losses arising from the Service handling a call differently than you would have, or failing to transfer a call.
12Warranties and disclaimers
Each party represents that it has the authority to enter into these Terms.
EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” ROTLO DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND UNINTERRUPTED OR ERROR-FREE OPERATION. AI OUTPUTS MAY BE INACCURATE OR INCOMPLETE. ROTLO DOES NOT WARRANT THAT THE SERVICE WILL ANSWER EVERY CALL, THAT TELEPHONE OR INTERNET SERVICE WILL BE AVAILABLE, OR THAT THIRD-PARTY SERVICES ON WHICH THE SERVICE DEPENDS WILL OPERATE WITHOUT INTERRUPTION. SOME JURISDICTIONS DO NOT ALLOW CERTAIN EXCLUSIONS, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.
13Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, ROTLO'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID TO ROTLO IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
IN NO EVENT WILL ROTLO BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST BUSINESS, LOST DATA, LOSS OF GOODWILL OR THE COST OF SUBSTITUTE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND REGARDLESS OF THE THEORY OF LIABILITY. THESE LIMITATIONS ARE AN ESSENTIAL BASIS OF THE BARGAIN BETWEEN THE PARTIES.
14Indemnification
You will defend, indemnify and hold harmless Rotlo and its members, officers, employees and agents from and against any third-party claims, damages, liabilities, costs and expenses (including reasonable attorneys' fees) arising out of or relating to: your use of the Service in breach of these Terms or applicable law; Customer Data; your failure to obtain any consent required to record a call or send a text message; your violation of any third-party right; or any dispute between you and your customers.
15Changes to these Terms
Rotlo may update these Terms from time to time. We will notify your account contact by email and post the updated Terms with a revised “Last updated” date at least 30 days before a material change takes effect. Your continued use of the Service after that date constitutes acceptance of the change. If you do not accept the change, you may cancel in accordance with Section 5 before it takes effect, and the change will not apply to you before then.
16Dispute resolution
16.1 Informal resolution. Before initiating any formal proceeding, you agree to contact us at hello@rotlo.ai and allow 30 days to resolve the dispute in good faith.
16.2 Arbitration. Any dispute arising out of or relating to these Terms or the Service that is not resolved informally will be resolved by final and binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, held in Hamilton County, Ohio, or by videoconference. Judgment on the award may be entered in any court of competent jurisdiction.
16.3 Exceptions. Either party may bring an individual claim in small claims court, and either party may seek injunctive relief in court to protect its intellectual property or confidential information.
16.4 CLASS ACTION WAIVER. EACH PARTY AGREES THAT DISPUTES WILL BE BROUGHT ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE OR REPRESENTATIVE PROCEEDING.
16.5 Limitation period. Any claim must be brought within one (1) year after it arose, or it is permanently barred.
17General
Governing law. These Terms are governed by the laws of the State of Ohio, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
Force majeure. Neither party is liable for any delay or failure to perform caused by events beyond its reasonable control, including telecommunications and internet failures, third-party service outages, natural disasters, labor disputes and governmental action.
Assignment. You may not assign these Terms without Rotlo's prior written consent. Rotlo may assign these Terms, including in connection with a merger or sale of assets.
Severability and waiver. If any provision of these Terms is held unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions will remain in effect. A failure to enforce any right is not a waiver of that right.
Relationship of the parties. Nothing in these Terms creates a partnership, joint venture, agency or employment relationship, except that the Service acts as your agent when it answers your telephone and sends messages on your behalf.
Notices. Notices to Rotlo must be sent to hello@rotlo.ai. Notices to you will be sent to the email address associated with your account.
Entire agreement. These Terms, your Order and the Privacy Policy in Part 2 constitute the entire agreement between the parties and supersede all prior understandings. Conflicting terms in any purchase order or other document you provide have no effect.
Privacy Policy
1Scope and our role
This Privacy Policy describes how Rotlo LLC (“Rotlo,” “we,” “us” or “our”) collects, uses, discloses and protects personal information in connection with our website at rotlo.ai and the Service. It applies to restaurants that use the Service and their personnel (“Customers”), and to individuals who telephone a Customer and whose calls are handled by the Service (“Callers”).
When the Service answers a call on behalf of a Customer, the Customer determines the purposes for which the call is handled, and Rotlo processes call information on the Customer's behalf and in accordance with its instructions. For the purposes of applicable privacy law, the Customer is the “business” or “controller,” and Rotlo is its “service provider” or “processor.” Rotlo processes information about Customer accounts, and information collected through our website, on its own behalf.
We do not sell personal information, and we do not share personal information for cross-context behavioral advertising.
2Information we collect
2.1 Customer information
We collect the business name and address; the name, email address and telephone number of account contacts; login credentials; billing information, which is processed by our payment processor; menus, hours, policies and Service settings; and correspondence with us.
2.2 Call information
When the Service answers a call on behalf of a Customer, we collect:
- Call recordings: the audio of the conversation.
- Transcripts: an automatically generated written record of the conversation.
- Call metadata: the Caller's telephone number, the number dialed, and the date, time and duration of the call.
- Request details: information a Caller provides in order to place an order, make a reservation or ask a question, such as a name, party size, dietary or allergy information, pickup time or delivery address.
- Call summaries: a brief description of the outcome of the call, displayed to the Customer.
Biometric information. The Service does not create voiceprints, voice templates or any other biometric identifier, and does not identify or recognize individuals by the characteristics of their voice. Speech processing is limited to transcription.
Returning Callers. The Service may recognize a returning Caller by telephone number, so that the Customer can view that Caller's previous orders. This recognition is based on the telephone number only.
Payment card information. The Service does not request payment card numbers and directs Callers to a secure payment page hosted by our payment processor. If a Caller nonetheless speaks payment card details during a call, those details may be captured in the recording and transcript of that call, which are deleted in accordance with Section 6.
2.3 Website and demonstration requests
If you request or schedule a demonstration, we collect the information you provide, such as your name, email address, telephone number, restaurant name and city. Demonstrations are scheduled through Cal.com, which collects this information on our behalf. Our hosting providers automatically record standard server log information, such as IP address, browser type and pages requested, for security and operational purposes.
3How we use information
We use personal information to:
- answer calls and fulfill Callers' requests on behalf of Customers;
- provide Customers with call records, summaries and reporting;
- send order and reservation confirmations and payment links on behalf of Customers;
- operate, maintain, secure, monitor and troubleshoot the Service, including reviewing transcripts to identify and correct errors;
- detect and prevent fraud, abuse and security incidents;
- bill Customers and provide customer support;
- respond to demonstration requests and communicate with prospective Customers; and
- comply with legal obligations and enforce our agreements.
4Artificial intelligence and model training
Rotlo does not use call recordings, transcripts or other conversation content to train, fine-tune or otherwise improve machine learning models. We use our speech and language providers under terms and settings that do not permit them to use the data we submit to train or improve their models.
We improve the Service by reviewing transcripts to identify errors and by adjusting our own instructions, configuration and software. The underlying models are not modified. Information from one Customer is not used to improve the Service for another Customer.
We may create aggregated statistics about the performance of the Service, such as call volumes, answer times and transfer rates. These statistics do not identify any Customer, Caller or individual, and do not contain conversation content.
We will not change these practices without first obtaining the affirmative consent of each affected Customer.
6Data retention
We retain personal information for the periods set out below, unless a longer period is required by law or necessary to resolve a dispute.
| Information | Retention period | Purpose |
|---|---|---|
| Call recordings | 7 days | Resolving disputed orders and service issues |
| Transcripts | 30 days | Resolving complaints and correcting errors |
| Orders, reservations and call summaries | For the duration of the Customer's subscription, and up to 30 days after it ends | The Customer's business records |
| Caller telephone numbers and order history | For the duration of the Customer's subscription, and up to 30 days after it ends | Recognizing returning Callers on the Customer's behalf |
| Customer account and billing records | 7 years | Tax and accounting obligations |
| Other Customer Data after cancellation | 30 days | Export by the Customer, followed by deletion |
Our service providers may retain data briefly while processing it, in accordance with their own terms.
7Security
We maintain administrative, technical and physical safeguards designed to protect personal information, including encryption in transit and at rest, and access controls that limit access to call information to personnel who require it to support the Service. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. We will notify affected Customers and individuals of a security breach as required by applicable law.
8Your privacy rights
Depending on your state of residence, you may have the right to request access to, a copy of, correction of or deletion of your personal information; to limit certain uses of sensitive personal information; and not to receive discriminatory treatment for exercising these rights. To submit a request, email hello@rotlo.ai with the subject line “Privacy Request.” We will verify your identity before responding. Where permitted by law, you may submit a request through an authorized agent.
Where we process personal information on behalf of a Customer, we will forward your request to that Customer and assist it in responding.
California residents. California residents have the rights described above under the California Consumer Privacy Act, as amended by the California Privacy Rights Act. We collect the categories of personal information described in Section 2, for the purposes described in Section 3, and retain them for the periods described in Section 6. We do not sell or share personal information as those terms are defined under California law.
Geographic scope. The Service is offered to Customers in the United States only. This Privacy Policy does not address rights under the laws of the European Economic Area, the United Kingdom or Canada.
9Information for Callers
If you telephoned a restaurant that uses Rotlo, your call was answered by an automated agent operated by Rotlo on the restaurant's behalf. The call was recorded and transcribed so that the restaurant could fulfill your request and review it if necessary.
Call recordings are deleted after 7 days and transcripts after 30 days. Your order or reservation details and your telephone number are retained for the periods described in Section 6 so that the restaurant can maintain its records. We do not create a voiceprint of you, we do not sell your information, and we do not use your conversation to train AI models.
If you agreed during the call to receive text messages, Rotlo will text the number you gave about that order or reservation only, typically one to four messages. Message and data rates may apply. Reply STOP to stop, or HELP for help. Your number and consent are never used for marketing or shared for anyone's marketing. See our text messaging page for details.
The restaurant you called controls your information. To request access to, correction of or deletion of your information, please contact the restaurant directly, or email hello@rotlo.ai and we will forward your request.
The restaurant is responsible for providing any notices and obtaining any consents required for call recording in the jurisdictions in which it operates.
11Children's privacy
The Service is intended for businesses and is not directed to children. We do not knowingly collect personal information from children under the age of 13. A call placed by a child to a Customer is handled and deleted in the same manner as any other call. If you believe we hold personal information about a child, please contact hello@rotlo.ai and we will delete it.
12Changes to this Privacy Policy
We may update this Privacy Policy from time to time. We will post the updated Policy on this page with a revised “Last updated” date and, for material changes affecting Customers, notify the account contact by email. Material changes will not be applied retroactively to information collected before the change without notice.
13Contact us
Questions, requests or complaints regarding this Privacy Policy or these Terms may be directed to Rotlo LLC, Cincinnati, Ohio, at hello@rotlo.ai.
