Terms & Condition

1. Introduction

Welcome to Callopa Ltd (“we”, “our”, or “us”). These Terms and Conditions govern your use of our website (callopa.com) and AI voice agent services. By accessing or using our services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you should not use our services.

2. Service Overview

Callopa provides an AI voice agent, Sarah, that answers inbound phone calls on behalf of UK restaurants, takes customer orders, and sends a complete order summary to the restaurant owner via WhatsApp.

By using our services, you confirm that:

• You are responsible for the accuracy of the information you provide to us, including your menu, opening hours, and restaurant details.
• You will use the service only for lawful business purposes.

3. Roles and Responsibilities

Under UK GDPR and applicable data protection law, Callopa operates in two distinct roles.

As a Data Controller, we are responsible for the personal data of our direct customers, restaurant owners and managers, and all visitors to callopa.com.

As a Data Processor, we act on behalf of our restaurant customers when Sarah answers calls and processes orders from their end-customers. In this relationship, you, the restaurant owner, remain the Data Controller for your customers’ personal data.

As a customer, you are responsible for ensuring that your use of Callopa complies with all applicable data protection obligations, including notifying your customers that their calls may be handled by an AI voice agent where required by law.

4. User Obligations

By using Callopa, you agree to:

• Provide accurate and up-to-date account and business information, including your menu, phone number, and opening hours.
• Keep your account login credentials confidential and do not share them with unauthorised individuals.
• Use the service only in compliance with all applicable laws and regulations, including UK data protection law.
• Do not attempt to disrupt, reverse-engineer, or misuse any part of the service.
• Inform Callopa promptly if you become aware of any unauthorised use of your account.

5. Call Handling and Recordings

When Sarah answers a call on behalf of your restaurant, the audio is recorded and immediately transcribed to allow the order to be processed accurately. Call recordings and transcriptions are used for the following purposes only:

• Processing the customer’s order accurately.
• Resolving any disputes about the order contents or accuracy.
• Improving the voice recognition accuracy of the AI (using fully anonymised data only).

Your responsibilities regarding call recording: You are responsible for ensuring that your customers are informed that calls to your restaurant may be handled and recorded by an AI voice agent, where this is required by applicable law. Callopa provides this service on your instruction as Data Processor.

6. Payments and Billing

Payments for Callopa services are processed securely through our third-party payment providers. We do not store full payment card details. By subscribing to a Callopa plan, you agree to:

• Pay all applicable fees for your chosen plan on the billing date each month.
• Keep your payment details accurate and up to date.
• Notify us promptly if there is an issue with your payment.

Plan pricing: Current plan pricing is published at callopa.com/pricing. Plans start from £149 per month. Prices are in GBP and inclusive of any applicable taxes unless stated otherwise.

Late or failed payments: If a payment fails, we will attempt to contact you before taking further action. Continued failure to make payment may result in suspension or termination of your account.

Cancellation: You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing month. We do not offer refunds for partially used billing periods.

7. Data Usage and Service Improvement

We use the data we collect to:

• Deliver the Callopa service, answering calls, processing orders, and sending WhatsApp order notifications.
• Improve the accuracy and performance of Sarah’s voice recognition and order-taking capability. Any data used for this purpose is fully anonymised before use and cannot be linked back to an individual caller or order.
• Send you essential service communications, including account updates and billing notifications.

We do not use your data or your customers’ data for advertising or marketing purposes without your explicit consent.

8. Third-Party Services

To deliver our service, Callopa works with a small number of trusted third-party providers. These include:

• Telecom and call routing providers to handle and route inbound phone calls.
• WhatsApp Business API to send order notifications to restaurant owners.
• Secure cloud storage providers to store order transcriptions securely on UK-based servers.
• Payment processors, including Stripe and GoCardless, to handle subscription billing.

All third-party providers we work with are vetted for UK GDPR compliance.

9. Data Retention

We retain your data only for as long as necessary.

• Account data is retained for the duration of your active Callopa subscription.
• Call recordings are automatically deleted 30 days after the call, unless required in connection with a legal dispute.
• Order transcription data is retained for the duration of your active subscription.
• Post-cancellation, all account data is securely deleted or anonymised within 60 days of your subscription ending.

For full details of how we handle your data, please read our Privacy Policy at callopa.com/privacy-policy.

10. Security

We take the security of your data seriously. Our technical and organisational security measures include:

• Encryption of all data in transit (HTTPS/TLS) and at rest.
• Secure, UK-based cloud infrastructure.
• Strict access controls, personal data is accessible only to authorised personnel.
• Regular monitoring and security reviews.

No online service can guarantee complete security. If you become aware of any security concern relating to your Callopa account, please contact us immediately at hello@callopa.com.

11. Limitation of Liability

To the fullest extent permitted by applicable law:

• Callopa Ltd will not be liable for any indirect, incidental, special, or consequential loss or damages arising from your use of our service.
• We do not guarantee that the service will be uninterrupted, error-free, or available at all times. We will make reasonable efforts to maintain service availability and notify you of planned maintenance or disruptions.
• You are responsible for verifying the accuracy of orders captured by Sarah and for the conduct of your restaurant operations.
• Our total liability to you in connection with the service, whether in contract, tort, or otherwise, shall not exceed the amount you have paid to Callopa in the three months immediately preceding the event giving rise to the claim.

12. Termination

Termination by Callopa: We reserve the right to suspend or terminate your access to the service if you breach these Terms, fail to make payment after notice, or if we reasonably believe your use of the service poses a risk to other users or third parties. Where possible, we will give you reasonable notice before taking action.

Discontinuation of service: If we decide to discontinue the Callopa service entirely, we will provide you with reasonable advance notice and will not charge you for any period during which the service is unavailable.

Termination by you: You may cancel your subscription at any time through your account or by contacting hello@callopa.com. Cancellation takes effect at the end of your current billing month.

13. Changes to These Terms

We may update these Terms and Conditions from time to time. When we make material changes, we will notify you by email to the address associated with your account, with at least 14 days’ notice before the changes take effect.

If you continue to use our service after the changes take effect, you accept the revised Terms. If you do not accept the revised Terms, you may cancel your subscription before the changes take effect.

14. Contact

For any questions about these Terms and Conditions, please contact us:

Email: hello@callopa.com