Terms of service

1. The service

Lorelo by Vallamo is a hosted AI receptionist. Depending on your plan it (a) answers calls to the telephone number we provide, gives information drawn from the details you supply, takes messages and books new appointments in the one Google Calendar you connect; and (b) on the Voice + Messaging plan, replies to messages on the one WhatsApp or Instagram account you choose and connect, within that platform's rules. It does not cancel, move or transfer bookings and does not send text messages; those requests, and anything it is unsure of, are passed to your staff as a follow-up. We give you a non-exclusive, non-transferable right to use the service for your own business during your subscription.

2. Your account

You must be a business, give accurate information, confirm your email address and keep your sign-in details secure. You are responsible for activity under your account and for the people you allow to use it. Tell us promptly of any unauthorised use. Only the verified account owner can manage billing and close the account.

3. Your responsibilities

• Keep your opening hours, services, prices and booking rules accurate: the receptionist relies on them. Check follow-ups and messages left for your team and act on them promptly.
• Tell callers and people who message you that they are dealing with an AI assistant, and give them your own privacy notice. You are the controller of caller and message data; we are your processor.
• Have a lawful basis for the information your callers and customers give you, including any sensitive information. Do not rely on the service for emergencies, medical advice or legal advice, and give callers another way to reach urgent help.
• Use telephone, WhatsApp, Instagram and Google only as their rules allow. Do not use the service for unsolicited marketing, spam, harassment, deception or anything unlawful, and do not try to break, overload, copy or reverse-engineer it.
• Keep your connected Google, Meta and phone-forwarding settings in place; if you remove them, the service for that channel stops.

4. AI and its limits

The service uses artificial intelligence, which can mishear, misunderstand or be wrong. We build in safeguards: it confirms details back, books only after the caller agrees and the calendar records the booking, and passes uncertain cases to your staff. We cannot promise perfect accuracy. You remain responsible for your appointments, your customers and the information you provide, and should review call records and follow-ups. Output is not professional advice. The voice service is not an emergency service.

5. Messaging and third-party services

WhatsApp, Instagram, Google Calendar, Stripe and telephone carriers are run by others under their own terms, which you must accept and follow. Their outages, rule changes or decisions (for example a suspended messaging account or a withdrawn permission) can affect the service, and we are not responsible for them. Messages are sent only within Meta's customer-service window; outside it nothing is sent and the message is held for your staff.

6. Plans, usage and payment

Plans, prices and monthly allowances (voice minutes and message conversations) are those shown on our pricing page and at checkout when you order, and are charged in the currency you choose when you subscribe (pounds, euros or US dollars), plus VAT or sales tax where it applies. The currency cannot be changed once a subscription has started. Subscriptions are billed monthly in advance through Stripe. The first month is not prorated. If you upgrade, the difference for the rest of the period is invoiced immediately. If you downgrade, the change applies at the end of the period and any credit is applied to your next invoice. When you reach your plan's allowance, that use stops until the next period or until you change plan; we do not charge overage. Payments are not automatically refunded, but nothing in these terms limits your statutory rights. We may change prices for future periods on 30 days' notice, and you may cancel before the change takes effect.

7. Your data

You keep your rights in your data. We use it only to provide the service under our privacy notice and data processing agreement. You can download your data and delete your account from your dashboard. Call audio is not recorded or kept.

8. Our rights

We own the service, its software, design and name; you own your content. We may use anonymised, aggregated information that does not identify you or any individual to run and improve the service. You may not use our name or logo without permission.

9. Warranties

We will provide the service with reasonable skill and care. We do not promise that it will be uninterrupted or error-free, that AI output will be accurate, or that it will produce any number of bookings or any result. Except as these terms say, all warranties and conditions the law allows us to exclude are excluded.

10. Liability

Nothing limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for your duty to pay the fees, or for anything else the law does not allow to be limited. Subject to that: (a) neither of us is liable for loss of profits, revenue, goodwill, bookings, customers or data, business interruption, or any indirect or consequential loss; and (b) each party's total liability under or in connection with these terms is limited to the greater of the fees you paid or owed in the twelve months before the event and £100.

11. Suspension and ending

You can cancel at any time from your dashboard or billing portal; the plan then runs to the end of the paid period. If you ask to close your account there is a 7-day change-of-mind period, billing stops at once, and your data is then erased once final billing is settled, after we offer you a download. We may suspend or end the service if you do not pay, breach these terms, or put the service or others at risk, giving notice and reasons where we can. Terms that by nature continue (payment, liability, data protection, governing law) survive.

12. Changes

We may update these terms or the service. We will give customers at least 30 days' notice of changes that materially disadvantage them, and if you do not accept them you may cancel before they apply.

13. General

Neither of us is liable for failure caused by events beyond our reasonable control, including outages of telephone, internet, cloud, AI, messaging or calendar providers. These terms, our privacy notice and the data processing agreement are the whole agreement. If part is unenforceable the rest stands. You may not transfer the agreement without our consent; we may transfer it to a successor to our business. A person who is not a party has no right to enforce it. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Contact: support@vallamo.com.