Terms of Service

These Terms are a contract between Sonno AI, Inc., a Delaware corporation (“Sonno”, “we”, “us”), registered address 2810 North Church Street, STE 89914, Wilmington, DE 19802, United States, and the restaurant business that signs up (“you”, the “Restaurant”).

Sonno is sold only to businesses. By agreeing to these Terms you confirm that you are acting for a business, not as a consumer, and that you have authority to bind it. You agree when you (or someone signing you up with you) tick the box confirming that the Restaurant agrees to the Terms and the Data Processing Agreement, or when you accept them at checkout.

Our Data Processing Agreement forms part of these Terms. It sets out how we handle the personal data of your callers and guests on your behalf. Our Privacy Policy explains how we handle personal data for our own purposes. This is version 2026-10-05 of these Terms.

Sonno is an AI phone host for restaurants (the “Service”). Depending on how you set it up, it:

• answers calls to your restaurant using an AI voice, and takes, changes and cancels bookings against the availability you set;
• answers questions from the information you give it, such as opening hours, menus and FAQs;
• takes messages, adds callers to a waitlist, and transfers calls to your staff when it can't help;
• sends text messages to guests, such as booking confirmations, reminders, waitlist offers and, if you switch them on, review requests;
• gives your staff a web dashboard with your bookings, calls, call transcripts and summaries, and guest notes; and
• connects to other booking systems you choose to use, such as TheFork.

Calls are converted to text as they happen, and we keep the transcript and a short summary; we do not record the call itself. If Sonno can't answer a call (for example during an outage), the caller can leave a voicemail of up to two minutes. We record it, turn it into text, save it in your dashboard as a message, 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 may change and improve the Service over time. We won't remove a core feature you rely on without telling you first.

You are responsible for who you invite to your dashboard and for what they do there. Keep log-in details confidential and tell us straight away at [email protected] if you think someone has accessed your account without permission. Keep your account details, including your contact email, accurate.

New restaurants start with a free trial. Its length is agreed when you sign up (usually 14 days or one month). There is nothing to pay during the trial. To keep Sonno answering after the trial ends, set up payment before it does; if you don't, Sonno stops answering calls and your data is kept and handled as described in the Data Processing Agreement. We may end a trial early if the Service is being misused.

After the trial, Sonno is a monthly subscription. The price is the one agreed with you at sign-up or, if none was agreed, the price on our website when you subscribe. The monthly fee is billed monthly in advance in pounds sterling through our payment provider, Stripe, and taken from the card or payment method you give it. If your price includes a per-booking fee, that fee is billed monthly in arrears, as described below.

Our prices are exclusive of VAT. Where VAT applies, it is charged or accounted for at the applicable rate.

If a payment fails, we will tell you and may pause the Service until it is paid. We may change our prices by giving you at least 30 days' notice by email. A new price applies from your first billing month that starts after the notice period, and you can cancel before then if you don't want to continue.

Sonno does not charge per call. To protect the service and our telephone costs, each restaurant has a generous daily limit on AI-answered calls; if you reach it, further calls that day are not answered by Sonno. Tell us if your restaurant is likely to need more.

This section applies only if your price includes a per-booking fee (for example, “£199 a month + £1 per completed booking”). For each completed booking we charge the per-booking fee agreed with you. A booking counts as completed when all of these are true:

• Sonno took it on a phone call. Bookings you or your staff add yourselves, including in the dashboard, never count;
• its booked time is after your free trial ends, and after the per-booking fee was added to your plan. Bookings before either are free;
• it has not been cancelled, and the guest has not been marked as a no-show; and
• 12 hours have passed since its booked time ended, so your staff have time to mark a no-show or cancel a booking made in error.

We count completed bookings over each billing month and charge them in arrears on your next monthly invoice, as one line showing the number of bookings and the fee (for example, “Sonno bookings: 12 × £1.00”). Bookings are billed on the invoice for the billing month they happened in, and each booking is charged once. If a booking isn't charged on that invoice, we won't charge it later. You can see this month's count so far under Billing in your dashboard. If we agreed a monthly cap with you, we never charge more than the cap for one billing month.

The per-booking fee is exclusive of VAT. If your subscription ends, bookings from your last billing month are not charged. If you think a booking was counted wrongly, tell us at [email protected] within 30 days of the invoice and we will credit it if it was.

There is no minimum term. You can cancel at any time, from Billing in your dashboard or by emailing [email protected]. Cancellation takes effect at the end of the billing month you are in: Sonno keeps working until then, and you are not charged again. We don't refund part months.

We may end the subscription by giving you 30 days' notice. We may suspend or end it sooner if you seriously breach these Terms (including not paying), or if we have to for legal reasons. Where we can, we will tell you first and give you a chance to put things right.

Sonno works from what you give it. You are responsible for:

• keeping your hours, tables, capacity, menu, prices, policies and FAQs accurate and up to date;
• your phone line and call forwarding, and for having a staffed number for transfers if you want them;
• checking your bookings, messages and call summaries in the dashboard, and following up where needed;
• anything you tell guests about allergens, dietary needs or accessibility; and
• your legal duties to your callers and guests, including giving them a privacy notice that covers how Sonno handles their calls, as set out in the Data Processing Agreement.

Sonno uses AI. It is good at what it does, but like any person answering a phone it can mishear, misunderstand, or get something wrong. In particular, it may occasionally:

• take a booking with the wrong name, number, time or party size, or fail to take one;
• give an answer that is incomplete or wrong, especially if your information is out of date; or
• fail to answer, or drop, a call because of a fault with us or our providers.

Please check your bookings in the dashboard. Sonno must never be relied on for allergen, medical or safety advice: it can repeat information you have given it, but your staff must confirm anything that matters to a guest's health. Sonno is not an emergency service.

You must not use the Service, or let anyone else use it:

• for anything unlawful, deceptive or harmful, or to send spam or unsolicited marketing;
• to make calls or send messages that aren't about your restaurant's own guests and bookings;
• to collect more personal data than you need, or special category data you have no lawful basis to collect;
• to interfere with, overload, test the security of, or reverse-engineer the Service; or
• to resell or provide the Service to anyone else without our written agreement.

Booking confirmations, reminders and waitlist messages are sent because the guest made or joined a booking with you. Review requests are optional and off unless you switch them on; if you do, you are responsible for making sure you are allowed to send them, including under the Privacy and Electronic Communications Regulations. Guests can reply STOP to any of our texts to stop receiving them, and we honour that automatically.

You own the data about your restaurant, bookings and guests that you or your callers put into Sonno. You give us permission to use it only to provide, support and improve the Service for you, as set out in the Data Processing Agreement. We do not use your callers' or guests' data to train AI models, and we do not sell it.

We (and our licensors) own the Service, including its software, prompts, voice configuration, design and documentation. While you subscribe, we give you a non-exclusive, non-transferable right to use the Service for your restaurant. If you send us suggestions, we may use them freely.

Each of us will keep the other's non-public business information confidential and use it only for the purposes of these Terms, except where disclosure is required by law.

The Service relies on providers such as telephone networks, our AI and hosting providers, and any booking system you connect (the current list is in the Data Processing Agreement). We choose them carefully, but we can't control their outages. If you connect a third-party service such as TheFork, your use of it is also governed by your agreement with that provider.

We work hard to keep Sonno answering around the clock, but we don't guarantee that it will be uninterrupted or error-free, and we don't offer a service-level agreement unless we agree one with you in writing. We may need to carry out maintenance; where we can, we will do it at quiet times. For help, email [email protected].

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

Subject to that, neither of us is liable to the other for loss of profits, revenue, bookings, goodwill or anticipated savings, or for any indirect or consequential loss.

Subject to the first paragraph, each party's total liability arising out of or in connection with these Terms and the Data Processing Agreement in any 12-month period is limited to the fees paid or payable by you in the 12 months before the event giving rise to the claim. This limit does not apply to your obligation to pay our fees.

The Service is provided as described in these Terms. Any other terms implied by law are excluded to the extent the law allows.

When your subscription ends, Sonno stops answering your calls and your access to the dashboard ends. Ask us within 30 days if you would like a copy of your data. We delete your restaurant's data as set out in the Data Processing Agreement. Sections that by their nature should continue (such as fees owed, confidentiality and liability) survive.

We may update these Terms. We will email you at least 30 days before a material change takes effect. If you don't agree with the change, you can cancel before it takes effect; otherwise the updated Terms apply from that date. Changes needed for legal or security reasons may take effect sooner.

These Terms (with the Data Processing Agreement and anything we agree in writing, such as your price) are the whole agreement between us about the Service. Neither of us is liable for delays caused by events outside our reasonable control. You may not transfer these Terms without our consent; we may transfer them to a company that takes over our business, and will tell you if we do. If a court finds part of these Terms unenforceable, the rest still applies. Only you and we have rights under these Terms, and nobody else can enforce them. Notices to us go to [email protected]; notices to you go to your account email.

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

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