Business Terms of Service

Version 2026-07-11 · Last updated 11 July 2026

These terms (the Terms) govern use of Sorello by the restaurant or other business identified during signup or in an order form (the Customer). By accepting them, the person accepting confirms that they are at least 18 and authorised to bind the Customer. Sorello is a business service and is not offered to consumers for personal use.

1. Contract and service

The contract consists of these Terms, the applicable order form or billing selection, the Privacy Policy, and any signed data processing addendum. A signed order form prevails if it expressly identifies a conflicting clause.

Sorello provides AI-assisted calls, transcription, messaging, menu handling, order and reservation workflows, payment links, staff notifications and an operations dashboard. Features and limits depend on the selected plan. Callers and diners are customers of the Customer, not Sorello.

2. Accounts and security

The Customer must provide accurate account information, restrict access to authorised staff, protect credentials, use appropriate device security and promptly report suspected compromise. The Customer is responsible for activity carried out through its account except to the extent caused by Sorello's breach of contract, negligence or security failure.

3. Customer operational responsibilities

The Customer remains the food business operator, merchant and service provider to diners. It is solely responsible for:

• keeping menus, ingredients, the 14 regulated allergens, cross-contamination warnings, prices, taxes, availability, opening hours, delivery areas and policies current and accurate;
• providing legally required food and allergen information before an online or telephone purchase is completed and again when food is delivered, without an extra charge;
• food safety, hygiene, preparation, labelling, licensing, age-restricted sales, fulfilment, delivery and handling complaints, cancellations, refunds and recalls;
• reviewing orders and reservations, honouring accepted commitments, monitoring notifications, and maintaining a reachable and trained human escalation route during operating hours;
• giving diners all notices required by consumer, food, privacy and electronic-communications law; and
• checking the service configuration and completing a safe test before going live and after material menu or workflow changes.

The Customer must not instruct the AI to guess allergen or safety information. If reliable information is unavailable, the Customer must configure escalation or decline the transaction.

4. AI and communications

AI output is probabilistic and may be incomplete or wrong. Sorello provides technical safeguards and escalation controls, but they do not replace trained staff or the Customer's professional and legal judgment. The Customer must not use Sorello for emergency services, medical advice, or decisions producing legal or similarly significant effects about a person.

The Customer authorises service messages needed to handle inbound enquiries and transactions. It must not use Sorello for unsolicited marketing, unlawful automated calling, misleading caller identity or messaging without the consent and records required by applicable law and platform rules.

5. Customer payments

Where payment links or connected payment accounts are enabled, the Customer is the merchant responsible for the diner transaction, product or service, receipts, taxes, refunds, disputes and chargebacks. Payment processing is supplied by Stripe under Stripe's terms. Sorello does not hold diner funds and does not guarantee authorisation or settlement.

6. Sorello fees

Subscription, usage and other fees are those displayed at purchase or stated in an order form, exclusive of VAT unless stated otherwise. The Customer authorises recurring and metered charges. Fees accrued before cancellation remain payable. Sorello may suspend service after reasonable notice for overdue undisputed amounts. Refunds are due only where required by law or expressly agreed.

7. Data protection

For diner call data, transcripts, messages, orders and reservations processed for the Customer, the Customer normally acts as controller and Sorello as processor. Each party must comply with applicable UK data protection law. Before live processing, the parties must put in place a data processing addendum covering the processing details and the mandatory processor terms. The Customer is responsible for its lawful basis, transparency notices, data accuracy, retention instructions and responses to data-subject requests; Sorello remains responsible for its own direct legal duties.

8. Confidentiality and content

Each party must protect the other's non-public business, technical and customer information, use it only for the contract, and disclose it only to personnel and suppliers who need it and are bound to protect it. This does not cover information lawfully public, already known without restriction, independently developed or lawfully received from another source. Required legal disclosures are permitted where notice is lawful.

The Customer retains ownership of its menus, branding and submitted content and grants Sorello a limited licence to host, transform and transmit that content to provide and secure the service. The Customer warrants that it has the necessary rights and that its content and instructions are lawful.

9. Acceptable use

The Customer must not misuse the service, bypass limits, probe or disrupt security, upload malware, impersonate others, infringe rights, process prohibited sensitive data, or use output to deceive or harm. Sorello may investigate credible abuse and take proportionate protective action.

10. Availability and third parties

Sorello will provide the service with reasonable skill and care. Telephony, messaging, AI, payment, cloud and internet services depend on third-party systems outside Sorello's control. Maintenance, outages and provider changes may affect availability. Unless an order form includes a service level, no uninterrupted or error-free availability is promised.

11. Suspension and termination

Either party may terminate as allowed by the selected plan or order form. Either party may terminate for an unremedied material breach after reasonable written notice, or immediately for insolvency where lawful. Sorello may suspend only to address a material security risk, unlawful use, provider requirement, overdue undisputed payment or material breach, and will give notice where reasonably practicable.

On termination, access ends and accrued obligations remain due. Subject to legal retention duties and the data processing addendum, the Customer may request an available export before termination and Sorello will delete or return processor data. Clauses intended by their nature to survive will do so.

12. Warranties

Each party warrants that it has authority to enter the contract. Except for express promises in the contract, all warranties implied by law are excluded to the fullest extent permitted for a business-to-business contract. Nothing here transfers the Customer's food, consumer or merchant responsibilities to Sorello.

13. Liability

Nothing in the contract excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982, or any liability that law does not permit to be excluded or limited.

Subject to the previous paragraph, neither party is liable for indirect or consequential loss, or loss of profit, revenue, anticipated savings, goodwill or business opportunity. Sorello's total aggregate liability arising from the contract in any rolling 12-month period is limited to the fees paid or payable by the Customer for the service in that period. This cap does not reduce the Customer's obligation to pay properly due fees. Each limitation applies only so far as it is reasonable and enforceable under applicable law.

14. Third-party claims

The Customer will reimburse Sorello for losses finally awarded by a court or agreed in a settlement arising from a third-party claim caused by the Customer's unlawful content or instructions, inaccurate menu or allergen information, food preparation or fulfilment, or breach of clause 4, provided Sorello promptly notifies the Customer, allows reasonable control of the defence and mitigates its loss. This does not apply to the extent the claim was caused by Sorello's breach, negligence or unlawful act.

15. Changes

Sorello may make reasonable service changes. For a material adverse change to these Terms, Sorello will normally give at least 30 days' notice by account email or dashboard notice. If the change is not required by law, security or a provider, the Customer may terminate before it takes effect. Continued use after the effective date constitutes acceptance.

16. General

Neither party is liable for delay caused by events beyond its reasonable control, but payment obligations already due remain. Neither party creates a partnership, agency or employment relationship. The Customer may not assign the contract without consent, not to be unreasonably withheld; Sorello may assign it as part of a genuine corporate reorganisation or sale with notice. Failure to enforce a right is not a waiver. If a provision is unenforceable, the remainder continues. The contract is the entire agreement on its subject and may be signed electronically. A person who is not a party has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

17. Law, disputes and notices

The parties will first try in good faith to resolve a dispute through senior representatives. These Terms and non-contractual disputes are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Legal notices to Sorello must be sent to legal@sorello.io and to the registered address stated in the applicable order form. Notices to the Customer may be sent to its account email or registered address and are treated as received on the next business day after email delivery, unless a delivery failure is reported.

18. Contact

Questions about these Terms: legal@sorello.io.

Also see the Privacy Policy, Cookie Notice and Accessibility Statement.