Privacy Policy

Sonno is an AI phone host for restaurants, provided by Sonno AI, Inc., a Delaware corporation (“Sonno”, “we”, “us”), registered address 2810 North Church Street, STE 89914, Wilmington, DE 19802, United States. You can contact us about anything in this policy at [email protected].

This policy explains how we handle personal data in two different roles:

• For restaurants. When you call or book with a restaurant that uses Sonno, we handle your information on the restaurant's behalf, as its processor. The restaurant is the controller: it decides how your information is used, and its own privacy notice applies. The next section explains what happens.
• For ourselves. We are the controller for information about our restaurant customers and their staff, people who try our demo or talk to our sales team, and visitors to our website. The rest of this policy covers that.

If a restaurant uses Sonno, then on its behalf:

• your call may be answered by an AI voice host. What you say is converted to text as you speak, and we keep the transcript and a short summary for the restaurant. We do not record your conversation with the AI host. If the host can't answer and you leave a voicemail instead, we record it, turn it into text for the restaurant and then delete the recording, normally within minutes (if it can't be turned into text straight away, we keep the recording until a later try succeeds);
• we keep your name, phone number, booking details and anything you ask the restaurant to note (such as an allergy or a special occasion), and the restaurant may add its own notes;
• we send you text messages about your booking, such as a confirmation and a reminder, and occasionally a request for a review if the restaurant has switched that on. Reply STOP to any of them to stop receiving texts from that restaurant; and
• the restaurant's staff can see your bookings, calls and messages in their Sonno dashboard.

We use this information only to provide Sonno to the restaurant. We do not use it to train AI models, we do not sell it, and we do not use it to market to you. The restaurant decides how long it is kept; see its privacy notice. To access, correct or delete your information, please contact the restaurant. If you contact us instead, we will pass your request on to them.

As a controller, we collect:

• Restaurant accounts: your restaurant's details (name, address, phone, email), the names and email addresses of people with a dashboard log-in and their role, and log-in records including IP address and browser type. Passwords are stored only in hashed form.
• The Sonno app: if notifications are turned on, the phone's push token, its platform (iOS or Android), the app version and which alerts are on. “The Sonno app” below explains this and what the app keeps on the phone.
• Billing: your subscription, price and payment status. Card details are collected and held by our payment provider, Stripe; we see only the card type and last four digits.
• Support and account records: messages you send us, and notes our team keeps about your account.
• Demo and sales: if you try Sonno on our website, the restaurant you pick (from Google's public listing), your name, email and phone number, and details you give us about your restaurant. If you ask for a demo call to your phone or talk to the demo in your browser, the call is handled like a real one but on a demo restaurant, which is deleted, with its calls, after 24 hours. If our team visits your restaurant, we keep the business contact details you give us and notes of our conversation.
• Website: the technical information any website receives, such as your IP address and browser type, in our providers' security and server logs.

We use this information, on the lawful bases shown:

• to provide Sonno to our customers, including log-in, the app's notifications, billing and support (performing our contract);
• to keep Sonno secure, prevent misuse and fix problems (our legitimate interests);
• to show you our demo and follow up with restaurants that are interested in Sonno (our legitimate interests);
• to send you service messages, and occasional news about Sonno if you are a customer or a prospect; you can opt out of news at any time (our legitimate interests); and
• to keep financial records and meet other legal obligations (legal obligation).

We do not make decisions about you using only automated means that have legal or similarly significant effects.

The Sonno app for iPhone, iPad and Android is for restaurant owners and staff who use Sonno, and for Sonno's own team. There is no sign-up: we create every account.

The app shows information already held in the restaurant's Sonno account: bookings, including guests' names, phone numbers, party sizes, notes and requests; the floor plan; call transcripts and summaries; and guest notes. Staff can add and change this information in the app, as they can on the web dashboard. We hold the guest information for the restaurant, as its processor (see “Our two roles”).

On the phone. The app keeps a copy of recently viewed screens on the phone, so it still works with a weak signal. This copy is deleted when the person signs out. The sign-in token is kept in the phone's secure storage: the Keychain on iPhone and iPad, the Android Keystore on Android.

Notifications. Notifications are optional, and every type is off until the person turns it on. When one is on, we store the phone's push token, its platform (iOS or Android), the app version and which alerts are on. Alerts are delivered by Apple Push Notification service and by Firebase Cloud Messaging, a Google service. Both act as our service providers, and the text of an alert, such as a guest's name and party size, passes through them. We delete the push token when the person signs out or turns notifications off. Alerts stop when the person's access to the restaurant ends.

Location. Only Sonno's own sales staff are asked for location. If they allow it, field mode uses the phone's location to show restaurants nearby. To find them, the app sends the position to our servers, which look up the restaurants around it through Google. We use the position only for that search. We do not save it to the person's account or keep a record of where they have been. Restaurant staff are never asked for their location.

No ads or tracking. The app shows no ads and does not use an advertising ID. It does not track people across other apps or websites, and it contains no analytics or crash-reporting tools. We do not sell data from the app.

We use only the cookies needed for the site to work, such as the one that keeps you logged in to the dashboard, and your browser's storage to remember small preferences. We do not use advertising or analytics cookies, and we do not track you across other websites.

We share personal data only with the providers that help us run Sonno, under contracts that protect it: OpenAI (AI voice and language models), Twilio (calls and text messages), Supabase (our database, in the EU), Railway (hosting, in the EU), Cloudflare (website traffic and security), Resend (email), Stripe (payments), Google (restaurant listings, maps, and the app's notifications on Android, through Firebase Cloud Messaging) and Apple (the app's notifications on iPhone and iPad, through Apple Push Notification service). The Data Processing Agreement explains what each one does with restaurants' guest data.

We may also share information with our professional advisers, with authorities where the law requires it, and with a buyer if our business is sold. We do not sell personal data.

Our database and servers are in the European Union. Sonno AI, Inc. and several of our providers are in the United States, so personal data is also transferred there. Where the UK has not recognised the recipient as providing adequate protection, we use the safeguards UK law provides, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses. Contact us for more information.

• Restaurant accounts: while the restaurant is a customer, and then as the Data Processing Agreement and our Terms describe.
• Billing records: as long as tax and accounting law requires, normally six years.
• Demo restaurants and their calls: 24 hours.
• Demo and sales contact details: up to two years after we were last in touch, or sooner if you ask us to delete them.
• Voicemail recordings: until they are turned into text, normally a few minutes.
• The Sonno app's push tokens: until the person signs out of the app or turns notifications off on that phone.
• What the Sonno app keeps on a phone: until the person signs out of the app.
• Our operational logs: 14 days.

We encrypt data in transit, store it in a database that is encrypted at rest, do not record conversations with the AI host, delete voicemail recordings once they are turned into text, give each restaurant access only to its own data, and limit which of our staff can see personal data. No system is perfectly secure, but we take reasonable steps to protect your information and will tell you and the ICO about a breach where the law requires it.

Under UK data protection law you have the right to:

• ask for a copy of the personal data we hold about you;
• ask us to correct it, or to delete it;
• ask us to restrict how we use it, or object to our using it, including for marketing;
• ask us to transfer it to you or someone else in a common format; and
• withdraw consent, where we rely on it.

To exercise a right, email [email protected]. We will reply within one month. If your information is held for a restaurant (see “If you called or booked a restaurant”), please contact the restaurant. To delete a Sonno account, see “Deleting an account or data”.

You can also complain to the Information Commissioner's Office, the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. We would appreciate the chance to put things right first.

We create every Sonno account, so accounts are deleted on request rather than in the app or on the web. To ask, email [email protected]. A restaurant owner can ask us to delete the restaurant's account or a member of staff's log-in. Anyone with a log-in can ask us to delete their own. We will reply within one month.

When we delete a log-in, the person can no longer sign in to Sonno on the web or in the app, and their phones stop receiving alerts. When a restaurant's account is closed, its data is handled as the Data Processing Agreement and our Terms describe. We keep billing records for as long as tax and accounting law requires, normally six years.

Signing out of the app deletes what it kept on that phone. Guest information is held for the restaurant: to have it deleted, please contact the restaurant (see “If you called or booked a restaurant”).

Sonno is a service for businesses and is not aimed at children. The Sonno app is for restaurant staff and Sonno's own team. We don't create accounts for anyone under 13.

We will update this policy when how we handle personal data changes, and change the date at the top. If a change matters to our customers, we will email them.

Sonno AI, Inc., a Delaware corporation (Delaware file number 10721660), 2810 North Church Street, STE 89914, Wilmington, DE 19802, United States. Email [email protected].