PizzaFlow

PizzaFlow Terms of Service

Last updated Version 1.0

Contents23

Who we are#

This service is operated by [COMPANY LEGAL NAME]L1, a [COMPANY TYPE]L2 with its registered address at [REGISTERED ADDRESS]L3. In these terms, “we”, “us” and “PizzaFlow” mean that company.#

“You” and “Customer” mean the business that subscribes to the service, and any person who uses the service on that business’s behalf.#

“Caller” means a member of the public who telephones your shop or uses your online voice ordering link and speaks to the assistant.#

What the service does#

PizzaFlow is an AI phone assistant for pizza shops. It answers your phone number, speaks to your callers, takes their orders from the menu you supply, and places those orders on a live order board that you and your staff can see. We build it for pizza and we do not offer it for other trades.#

The service also provides a web page where a caller can place an order by voice through their browser, an order confirmation page, a QR code linking to those pages, a written transcript of every call, and tools for you to manage your menu, your opening hours, your delivery settings and your assistant’s configuration.#

The assistant uses third-party artificial intelligence to understand speech and to speak. AI systems make mistakes. Section 8 and section 15 deal with what that means for you.#

We may change, add to, or remove features of the service. If we remove something you rely on, we will give you reasonable notice by email where we can.#

The assistant tells every caller that it is an AI assistant and that the conversation is written down. It says so in its first sentence, on every call. You cannot switch that off. If a caller says they would rather speak to a person, the assistant transfers them to your own line straight away.#

Eligibility#

You must be at least 18 years old and legally able to enter into a contract.#

You must be registering on behalf of a real business, and you must have authority to bind that business to these terms.#

The service is currently offered only to businesses located in the United States, and only for a shop that operates in the United States. If you are outside the United States, use the contact form on our website instead of subscribing.#

The service is not offered to consumers for personal use. It is a business to business service.#

Your account#

You create an account by signing up on our website. Signing up is free. An account on its own does not give you a working phone assistant. See section 5.#

You must give accurate, current and complete information when you register, and keep it up to date. This includes your legal business name, your business address and a working email address.#

You are responsible for everything that happens under your account, including anything done by your staff. Keep your password secret. Tell us immediately at support@pizzaflow.ioL6 if you believe someone else has access.#

You may create additional logins for your staff. You are responsible for what they do, and for removing their access when they leave.#

We may refuse or close an account that gives false information, or that we reasonably believe is being used to abuse the service.#

One account can hold more than one shop. If you run several branches, they sit under a single account with a single subscription, and each branch has its own menu, its own opening hours, its own address and its own phone number. Each branch is reviewed and activated separately.#

What a free account can and cannot do#

A free account may sign in, look around the panel, view a read-only demonstration shop with sample orders and a sample transcript, read our documentation, and view our pricing.#

A free account may not create a live shop, may not be assigned a phone number, and may not place or receive any call, on the phone or in the browser.#

There is no free trial and no free usage allowance. Everything that costs us money to run sits behind a paid subscription. Instead of a trial, we offer a money-back window on your first subscription period, described in our Refund Policy.#

Plans, fees and what each plan includes#

The plans, their monthly prices, the number of shops each allows, and the number of included calls each allows, are set out on our pricing page at pizzaflow.io/pricing. That page forms part of these terms.#

All prices are stated in US dollars and are exclusive of sales tax, which we add at checkout where we are required to. We do not absorb it.#

Your paid month starts on the day we activate your shop and give you its phone number, not on the day you pay. We approve every shop by hand and we do not promise how long that takes, so it would not be fair to charge you for days you spent waiting in our queue. The same date starts the money-back window in our Refund Policy. [C2]#

We use Stripe to take payment. By subscribing you also accept Stripe’s terms, and you authorise us to charge the payment method you give us.#

Getting your shop live#

After you subscribe, you build your own shop in the panel. That means your details, your opening hours, your delivery settings and your menu.#

When you are ready, you submit the shop for review. We review it and, if we approve it, we activate it and assign it a phone number.#

We aim to review submissions as soon as possible. We do not promise any particular review time, and a submission is not approved until we tell you it is.#

We may decline to approve a shop, or ask you to change it first, for any reasonable ground, including an incomplete menu, a business we cannot verify, or content that breaks section 10.#

Your menu, your prices, your orders#

You are responsible for the accuracy of everything you put into the system, including item names, descriptions, sizes, prices, allergen information, delivery fees, delivery radius, minimum order values and opening hours.#

The assistant quotes prices and items from the data you enter. It does not invent them. If your data is wrong, the assistant will confidently tell a caller something wrong, and that is your responsibility, not ours.#

The assistant takes orders as your agent. An order the assistant accepts is an order your business has accepted. You remain fully responsible for fulfilling it, for the food, for delivery, for refunds to your own customers, and for any dispute with your own customers.#

You are responsible for complying with all laws that apply to your business, including food safety, allergen disclosure, labelling, consumer protection, distance selling and pricing law.#

We are not a party to any transaction between you and your callers. We do not take your callers’ money and we do not handle your food.#

Taking payment on the call, on Scale and Enterprise plans only. If your plan includes it, the assistant can offer a caller a payment link by text so they can pay for a delivery order before it arrives.#

Delivery orders only. A pickup order is never charged on the call. The caller pays you at the counter as they always did.#

The money is yours and it never passes through us. You connect your own Stripe account. Payments go directly to that account. You pay Stripe’s processing fees, and you are responsible for refunds and chargebacks with your own customers. We take no percentage of any payment a caller makes to you.#

The assistant offers and sends. It never confirms. It can offer a payment link and send it. It will never tell a caller that a payment succeeded, because only Stripe can tell us that. An unpaid delivery order still reaches your kitchen board immediately, clearly marked unpaid, and changes to paid when the money actually lands. You decide whether to start making it before then.#

The assistant never asks for a card number and never accepts one spoken aloud. If a caller tries to read one out, it declines.#

If this is your first Stripe account, expect your first payout to take roughly 7 to 14 days while Stripe verifies you. That is Stripe’s timing, not ours.#

Automatic renewal, cancellation, price changes and overage#

Automatic renewal. Your subscription renews automatically at the end of each billing period and your payment method is charged automatically, until you cancel. By subscribing you consent to this recurring charge.#

Cancelling. You may cancel at any time, yourself, from a button in your account. You can also email support@pizzaflow.ioL6 if you would rather. Cancellation takes effect at the end of the period you have already paid for. You keep the service until then. We do not pro-rate a part-used period except as set out in our Refund Policy.#

Included calls and overage. Each plan includes a number of calls per billing period. If you go past that number, the extra calls are charged at the overage rate shown on the pricing page.#

How overage is billed. Overage is charged automatically to the payment method on your account and added to your next monthly payment. There is no separate invoice to remember and nothing to prepay. By subscribing you consent to that charge as well as the subscription itself.#

What we do so an overage charge is never a surprise. All four of these, on every plan:#

  • we email you when you reach 80 percent of your included calls, and again at 100 percent;
  • your panel shows a running overage total in dollars, updated as calls happen, not at the end of the month;
  • you set your own monthly overage ceiling. When you reach it we stop adding overage and tell you, rather than charging past a number you did not agree to;
  • browser calls through your own ordering link count towards your included calls but are never charged as overage, because that link is printed on a public QR code and a stranger should not be able to run up your bill.

If a payment fails. You get 10 days of grace, with warnings on day 0, day 3 and day 7. [C5] During those 10 days everything keeps working. If the payment has still not succeeded at the end of them, your assistant stops answering and your PizzaFlow number forwards to your own shop line, so your callers still reach a human. We do not release your number on a timer. See section 11.#

What counts as a call. A call is billable when the assistant answered it and either it lasted 15 seconds or more, or it produced an order, or it was transferred to your own line. A call we failed on our side is never billable. A caller who hangs up during the greeting is not a billable call. Browser calls through your ordering link count towards your included calls but are never charged as overage.#

Price changes. We may change our prices. We will give you at least 30 days’ notice by email before a change applies to you. [C3] The new price takes effect at your next renewal after that notice. If you do not want the new price, cancel before that renewal.#

Taxes. You are responsible for any tax on your own sales. We are responsible for tax on our fees to you.#

Acceptable use#

You must not use the service:#

  • for anything unlawful, or to sell anything you are not licensed to sell;
  • to make or receive calls that are not genuine orders or enquiries for the business on your account;
  • for outbound marketing calls, robocalls, or any bulk or automated calling;
  • to impersonate another business;
  • to abuse, harass, defraud or mislead a caller;
  • to try to break, overload, probe or reverse engineer the service, or to get around its rate limits or usage limits;
  • to try to make the assistant behave outside the behaviour we have designed, including by instructing it through free text fields, through a caller, or through your menu content;
  • to resell, sublicense or white-label the service without our written agreement.

You must not put content into the system that is offensive, discriminatory, deceptive, or that infringes someone else’s rights. That includes your menu, your shop name, your assistant’s name and your assistant notes.#

The parts of the assistant’s behaviour that we control, meaning how it takes an order, what it collects and the rules it follows, are ours. You configure the options we offer. You do not get to rewrite the assistant’s instructions.#

Phone numbers#

Phone numbers are assigned by us, not chosen or purchased by you. We assign a number when we approve your shop.#

A number is licensed to you for as long as your subscription is active and paid. You do not own it.#

We never release a number automatically. There is no timer. If your subscription ends, or your shop is suspended, the number stays assigned to you until you tell us to release it or you move it somewhere else. Releasing a number is irreversible, because the carrier can give it to somebody else, so it is not a decision we make on your behalf.#

If you want to take a number elsewhere, we will help and we will not charge you for it. Carrier rules and timings are outside our control, but the work on our side is free.#

You can keep the number you already have. The simplest way, and the one we recommend, is to leave your existing number exactly where it is and forward it to the PizzaFlow number we assign. Nothing moves, nothing is at risk, and you can turn the forwarding off yourself at any time. We do not offer number porting this year, because a failed port takes a shop’s main line down and that is not a risk we will ask you to take.#

Phone numbers may be subject to messaging registration requirements, such as A2P 10DLC in the United States. You will give us the business information we need for that registration, and you accept that carriers, not us, decide whether registration is approved.#

The service is not a telephone line for emergencies. It cannot be used to call emergency services. Keep a working ordinary phone line.#

Transcription, and what the assistant tells your callers#

The service transcribes calls in order to work at all. The assistant needs to understand what the caller says. Transcripts are stored against your shop and are visible to you and your staff in the panel.#

We do not record or store call audio. Not for you, not for us, not on any plan. Audio passes through in real time so the assistant can hear and speak, and it is never written to storage. What is kept is the written transcript.#

Transcribing calls and using an automated assistant is regulated, and the rules differ by US state. Some states require all parties to consent to a recording. Some require only one.#

The disclosure is built in and it is always on. In its first sentence, on every call, the assistant tells the caller that it is an AI assistant and that it takes notes as the conversation goes. There is no setting to turn that off, and we will not add one. If a caller says they would rather talk to a person, the assistant transfers them to your own line immediately.#

That disclosure is provided by us, on every call, so you do not have to remember it. It does not, on its own, discharge your own duties under the law where your business and your callers are. You remain responsible for complying with the privacy and call handling laws that apply to you.#

You must not disable, remove or work around any disclosure the service makes to a caller about being an AI assistant, or ask us to.#

Availability#

We want the service to be up all the time and we work to keep it up.#

We do not offer a service level agreement or an uptime guarantee at this stage. The service is provided as it is. We may take it down for maintenance, and it depends on third parties, including our telephony provider, our AI provider and our hosting provider, whose outages we cannot control.#

If the service is unavailable for an extended period we may, at our discretion, credit a part of your subscription fee. That is a goodwill credit, not a right.#

Keep a way to take orders without us. Do not let PizzaFlow be your only route to a customer.#

Support. Email us at support@pizzaflow.ioL6 and we answer within one working day. [C8] Customers on our Growth plan and above also get a direct helpline on [HELPLINE NUMBER]C6, open 9am to 6pm weekdays, with voicemail outside those hours. [C7]#

Suspension and termination#

We may suspend or terminate your account or your shop if:#

  • you do not pay, and the grace period in clause 9.5a has run out;
  • you break these terms, in particular section 10;
  • we are required to by law or by one of our providers;
  • your use is causing harm to the service, to us or to a third party.

Where it is reasonable to do so, we will warn you first and give you a chance to fix the problem. Where the problem is serious or urgent, we may suspend first and explain afterwards.#

While a shop is suspended, its phone assistant does not answer calls and its public ordering pages do not work. Where we can, its number forwards to your own shop line so your callers still reach a person. You keep access to your data in the panel.#

You may cancel at any time, yourself, from a button in your account. You do not have to email anyone and you do not have to explain why.#

What cancelling actually does. Your shop stops answering calls at the end of the period you have paid for. You keep a read-only login to your own history, so your orders, your callers and your transcripts stay readable to you for as long as we hold them under the Privacy Policy. Your number is not released on a timer, per clause 11.3. Export anything you want to keep, because deleting a shop deletes its orders, its caller records and its call records and that is not reversible.#

Intellectual property#

We own the service. That includes the software, the design, the assistant’s underlying instructions and behaviour, our documentation, our name and our logo. Nothing in these terms transfers any of that to you.#

We grant you a non-exclusive, non-transferable right to use the service during your subscription, for your own business.#

You own your own content, meaning your menu, your business details, your settings and your logo. You grant us the licence we need to host it, process it and display it in order to run the service for you.#

You own your order data and your call transcripts. We process them for you as described in the Privacy Policy.#

We may use aggregated and anonymised statistics from the service to improve it and to describe it publicly. Those statistics will never identify you, your business or any caller.#

We will not name you or use your logo as a customer reference without asking you first, in writing, every time.#

Warranties and their limits#

We will provide the service with reasonable skill and care.#

Beyond that, and to the fullest extent the law allows, the service is provided “as is” and we make no other warranty, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement.#

We specifically do not warrant that the assistant will understand every caller, that it will never make a mistake in an order, that it will never mishear a name, a phone number or an address, or that the service will be uninterrupted or error free. It is an AI system. It will sometimes be wrong. You must check your orders.#

Limitation of liability#

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.#

Subject to 17.1, we are not liable for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of goodwill, or loss of anticipated savings.#

Subject to 17.1, our total liability to you for all claims in any twelve month period is limited to the total fees you paid us in the twelve months before the claim arose.#

We are not liable for a mistake in an order, for a wrong price the assistant quoted from data you supplied, for food you made or failed to make, or for a dispute between you and one of your callers.#

This section survives termination.#

Indemnity#

You will indemnify us against any claim, loss, damage, cost or expense, including reasonable legal fees, arising out of:#

  • your breach of these terms;
  • your content, including your menu and your prices;
  • your failure to comply with call recording, privacy, consumer or food law;
  • a claim by one of your callers or one of your own customers relating to an order, to your food, to your delivery or to how their data was handled by you;
  • your use of a phone number.

We will tell you promptly about any claim we want to be indemnified for, and we will not settle it without asking you.#

Confidentiality#

Each of us may learn confidential information about the other. Neither of us will disclose it except to people who need it and are under a similar duty, or where the law requires it.#

Changes to these terms#

We may update these terms. We will post the new version with a new “last updated” date.#

If a change materially reduces your rights or increases your obligations, we will email you at least 30 days before it applies to you. [C4]#

If you keep using the service after a change takes effect, you accept it. If you do not accept it, cancel before it takes effect.#

General#

Assignment. You may not transfer these terms without our written consent. We may transfer them to a company that acquires our business, on notice to you.#

Whole agreement. These terms, the pricing page, the Privacy Policy and the Refund Policy are the whole agreement between us about the service.#

Severability. If a court finds part of these terms unenforceable, the rest still applies.#

No waiver. If we do not enforce something straight away, we have not given up the right to enforce it later.#

Force majeure. Neither of us is liable for a failure caused by something genuinely outside our control.#

Notices. We contact you at the email on your account. You contact us at support@pizzaflow.ioL6.#

Governing law and disputes#

These terms are governed by the law of [STATE], United StatesL5.#

The courts of [STATE], United StatesL5 have exclusive jurisdiction over any dispute.#

Whether to add an arbitration clause and a class action waiver is a decision for your lawyer, not a drafting default. In the United States it is common and it changes how disputes are handled. It is a real decision, not boilerplate.#

Contact#

Write to us at any of these.

[COMPANY LEGAL NAME]L1
[REGISTERED ADDRESS]L3
Email: support@pizzaflow.ioL6
Billing: billing@pizzaflow.ioL8
Privacy: privacy@pizzaflow.ioL7