Service Agreement

Terms of Service

Effective 1 October 2026 · Loungest Limited, trading as Rundevou

Contents

1. Parties and definitions
2. The Service
3. Your account and the member portal
4. No free trial; browser demo
5. Plans, minutes and fair use
6. Fees, billing and taxes
7. Renewal and cancellation
8. Refunds
9. Telephone numbers and forwarding
10. Your responsibilities
11. Acceptable use
12. The AI and its limits
13. Data processing
14. Availability and changes
15. Suspension and termination
16. Intellectual property
17. Warranties and disclaimers
18. Your indemnity to us
19. Limitation of liability
20. Governing law and disputes
21. General
22. Contact

1. Parties and definitions

This Service Agreement (the "Agreement") is between Loungest Limited, a private limited company registered in England and Wales (company number 13049653) with its registered office at Initial Business Centre, Wilson Park, Manchester, M40 8WN, United Kingdom ("Loungest", "we", "us"), and the business that subscribes to the Service ("you", the "Subscriber"). Rundevou is a product of Loungest Limited.

By creating an account or paying a Fee, you agree to this Agreement. If you are entering into it for a company, you confirm you are authorised to bind that company. The Service is offered to businesses only and is not intended for personal or household use.

• Service: the Rundevou AI phone receptionist, including the telephone numbers we allocate, the AI conversation engine, the booking and ordering engine, the knowledge base tools, call recordings, transcripts, summaries, the browser calling widget, and the management dashboard at the Member Portal.
• Member Portal: the account area at members.rundevou.com where you configure the Service and manage your subscription.
• Receptionist: the AI assistant that answers calls on your behalf.
• Caller: any person who telephones a number connected to the Service or uses the browser calling widget.
• Knowledge Base: the information about your business (services, prices, hours, policies, answers) that the Receptionist uses, whether generated from your website or documents or entered by you.
• Minutes: voice minutes metered while a call is connected to the Receptionist. Ring time before connection is not counted.
• Plan: the Starter, Pro or Business tier you selected at checkout, with the allowances shown on our pricing page at that time.
• Subscription Term: the monthly or annual period you selected at checkout, and each renewal period.

2. The Service

The Receptionist answers calls forwarded or placed to a number connected to your account, converses with the Caller in natural language, answers questions from your Knowledge Base, checks availability in your diary, books appointments, tables, stays, rentals and event tickets, takes orders from your digital menu where your Plan includes it, takes messages, and transfers calls to your own phones where you have configured it. After each call it stores a recording and a transcript and emails you a summary.

The Service depends on things we do not control: your telephone carrier's call forwarding, the public telephone network, your internet connection, and the third-party AI, telephony and hosting providers listed in our Privacy Policy. We do not port your existing number; you forward it to a number we give you.

3. Your account and the member portal

Using the Service requires an account on the Member Portal. You must give accurate business details and keep them current. Your credentials are personal to your business and must not be shared with other businesses. You are responsible for everything done through your account, including by the team members you give seats to, and you must tell us promptly if you suspect unauthorised use.

4. No free trial; browser demo

The Service has no free trial. Your first charge is taken at checkout, for the Plan and billing period you chose, and the Service is made available to you once your tenant has been set up, normally within one business day. We do not provide free Minutes or unpaid telephone numbers, because an unpaid phone line could be used to make or receive calls in a business's name for fraudulent purposes.

Before you subscribe you may test the receptionist through the browser demo on our website, without creating an account. The demo is provided for evaluation only, may be limited in length, features and availability, is not part of the Service and carries no service commitment. Demo conversations may be recorded and transcribed in the same way as live calls, and you must not enter real personal data of third parties into them.

5. Plans, minutes and fair use

Each Plan includes a monthly allowance of Minutes, a number of team seats and dedicated telephone numbers, and the features shown on our pricing page when you subscribed. Allowances reset at the start of each monthly period; on an annual Plan the Minutes still reset monthly. Unused Minutes do not roll over.

When the allowance is used up, the Receptionist stops answering calls for the rest of that monthly period, and callers reach your normal voicemail or whatever your carrier does when the forward is not answered. We do not charge overage fees. You can watch your usage in the Member Portal and upgrade your Plan at any time; an upgrade takes effect from your next billing date unless we agree otherwise with you.

Minutes are for your own business's inbound calls. Using the Service to resell receptionist capacity to other businesses, or in a way that is disproportionate to a single business of your size, is outside the Plan and we may ask you to move to a suitable arrangement.

6. Fees, billing and taxes

Fees are the amounts shown at checkout for your Plan and billing period, charged in US dollars. Card payments are taken by Stripe and PayPal payments by PayPal; you enter your details on their secure pages and we never receive or store your full card number.

Monthly Plans are billed monthly in advance. Annual Plans are billed once per Subscription Term in advance and cost the equivalent of ten months. The first charge is taken at checkout.

Tax. Loungest Limited is a United Kingdom company that is not registered for VAT, because its taxable turnover is below the UK registration threshold. No VAT is therefore charged on Fees and none is shown on your receipt. If that changes, we will tell you at least thirty days before a renewal, as for any other Fee change. You remain responsible for any taxes that apply to you in your own country, including any reverse-charge VAT or withholding tax where you are a business customer outside the United Kingdom.

We may change our Fees. A change takes effect at your next renewal and we will tell you by email at least thirty days before that renewal date. If you do not accept the new Fee, you may cancel under section 7 before the renewal takes effect.

If a payment fails, Stripe or PayPal retries it over the following days. We may suspend the Service until payment is received.

7. Renewal and cancellation

Paid subscriptions renew automatically at the end of each Subscription Term, for another term of the same length, at the Fee then in effect, until you cancel.

You may cancel at any time from the Member Portal, from the subscription management link in your Stripe or PayPal receipt, or by emailing [email protected] from the address on your account. Cancellation is effective at the end of the Subscription Term you have already paid for. You keep full access until then.

When the term ends, the Receptionist stops answering, any dedicated number allocated to you is released, and call forwarding from your own number simply stops reaching us. We keep your account data, recordings and transcripts for thirty days after the end of the term so that you can export them or reactivate, then delete them as described in the Privacy Policy, except for records we must keep by law.

8. Refunds

Because cancellation takes effect at the end of a term you have already paid for, we do not refund the unused part of a term. We will refund you where we are required to by law, where we have charged you in error, or where we withdraw the Service during a term you have paid for, in which case we refund the unused part on a pro rata basis. If you are a consumer under the law of your country, nothing in this section affects your statutory rights.

9. Telephone numbers and forwarding

Depending on your Plan we allocate one or more telephone numbers to your account, or give you a number to forward your calls to. Numbers remain ours, are allocated for the duration of your subscription, and may be reassigned thirty days after it ends. You must not advertise an allocated number as your only business number.

Forwarding is a feature of your own telephone service. Your carrier may charge for forwarded calls; those charges are between you and your carrier. Transfers from the Receptionist to your own phones over the public telephone network may consume calling credit as shown in the Member Portal.

The Service must never be relied upon for emergency calls. Make sure your staff and premises have a way to call the emergency services that does not depend on the Service.

10. Your responsibilities

• Accuracy of the Knowledge Base. The Receptionist only knows what you give it. Review the Knowledge Base, prices, hours and policies before going live and whenever they change. Bookings the Receptionist makes are made on your behalf.
• Call recording. Every call to the Receptionist is recorded and transcribed, and recording cannot be switched off. The recording and transcript are the record of what was said and agreed with the Caller: they are what lets you check a booking, settle a dispute about an appointment or an order, and show what the Receptionist actually said. Laws on recording and on notifying callers differ between countries and, in some, between parties. You are responsible for giving Callers any notice, and obtaining any consent, that the law where you operate requires; you can include a recording notice in the greeting you configure. If you cannot lawfully record calls where you operate, do not use the Service.
• Caller data. You are the controller of the personal data of your Callers that the Service processes for you. You must have a lawful basis for it and must honour your Callers' privacy rights. Section 13 sets out how we help.
• Your own content. Everything you upload or configure, including your greeting, Knowledge Base, menu and announcements, must be lawful and must not infringe anyone's rights.
• Your team. You are responsible for the people you give seats to and for removing their access when they leave.

11. Acceptable use

You may not, and may not permit anyone else to, use the Service:

• for outbound robocalling, cold calling, telemarketing or any unsolicited calling campaign;
• to impersonate another person or business, or to deceive Callers about who they are talking to or that they are talking to an AI where the law requires disclosure;
• to record Callers unlawfully, or to collect payment card numbers, passwords, or other secrets by voice;
• to give medical, legal, financial or other regulated advice in a way that presents the Receptionist's output as professional advice;
• to harass, threaten or discriminate against anyone, or in any way that is unlawful or that damages our reputation or that of our providers;
• to resell, sublicense or provide the Service to any third party, or to probe, reverse engineer or overload it.

12. The AI and its limits

The Receptionist is built on a large language model supplied by a third party. Like every system of its kind it can misunderstand a Caller, mis-transcribe a name or number, give an answer that is incomplete, or occasionally say something that is not in your Knowledge Base despite the safeguards we build in. It is designed to confirm bookings with the Caller before committing them and to take a message rather than guess, but it is not infallible. You should check bookings and messages in the Member Portal and treat the Receptionist as an assistant, not as a decision maker.

Language detection and fluency vary by language. We may change the underlying models, voices and providers from time to time to improve the Service.

13. Data processing

Two different roles apply, and this section is the data processing agreement between us for the second.

• Your account data (your details, billing records, usage, support messages): Loungest is the controller, and our Privacy Policy applies.
• Caller data (recordings, transcripts, summaries, Caller phone numbers and the names, contact details, bookings and orders Callers give): you are the controller and Loungest is your processor.

As your processor we will: process Caller data only to provide the Service and on your documented instructions, which include this Agreement and the settings you choose in the Member Portal; keep it confidential and ensure our staff are bound by confidentiality; apply the technical and organisational measures described on our Security page; engage only the sub-processors listed in the Privacy Policy, under written terms that protect the data, and give you notice of changes to that list so that you can object; assist you, within reason, with Callers' rights requests, security incidents, and data protection assessments; tell you without undue delay if we become aware of a personal data breach affecting Caller data; and delete Caller data thirty days after your subscription ends, or earlier at your request, except where the law requires us to keep it. You can delete individual recordings and transcripts yourself from the Member Portal at any time.

Audio of Caller conversations is processed in real time by Google's Gemini API to generate the Receptionist's responses, which may involve transfer to the United States under the safeguards described in the Privacy Policy. By using the Service you instruct us to use that provider. We do not use your Callers' audio to train our own models.

14. Availability and changes

We aim to keep the Service available continuously and we monitor it, but we do not guarantee uninterrupted or error-free operation. Telephone carriers, AI providers and hosting providers have outages of their own, and we may carry out maintenance, preferably outside typical business hours. When the Receptionist is unavailable, forwarded calls behave as they would if the forward were not answered.

We may change or add features, models and providers, provided we do not materially reduce the overall usefulness of the Service during a term you have paid for.

15. Suspension and termination

We may suspend or terminate the Service if you materially breach this Agreement, if a payment is not made, or if we are required to by law, by a carrier or by a provider. Except where the breach is serious or unlawful, or where we are compelled to act immediately, we will give you notice and a reasonable opportunity to put things right first.

You may terminate at any time under section 7. On termination for any reason, your access ends at the end of the paid term, allocated numbers are released, and sections 13 and 16 to 21 survive.

16. Intellectual property

We and our licensors own the Service, its software, voices, designs and documentation. You get a right to use it for your business during your subscription and nothing more. You own your Knowledge Base, your content and your business data, and you grant us a licence to host, process and transmit them to provide the Service. Recordings and transcripts of your calls are your data, which we hold for you. If you give us feedback about the Service we may use it without obligation to you.

17. Warranties and disclaimers

We warrant that the Service will be provided with reasonable skill and care. Except as expressly stated in this Agreement, and to the fullest extent permitted by law, the Service is provided "as is"; we disclaim all other warranties, express, implied or statutory, including satisfactory quality and fitness for a particular purpose, and we do not warrant that the Receptionist will answer every call, understand every Caller, or make every booking correctly.

18. Your indemnity to us

You will indemnify us against claims, damages and reasonable costs arising from your breach of this Agreement, from your Knowledge Base, greeting or other content, from your failure to give Callers a notice or obtain a consent the law requires, or from your use of the Service outside the rights granted here.

19. Limitation of liability

Neither party excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

Subject to that, and to the fullest extent permitted by law: neither party is liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost bookings, lost goodwill or loss of data, even if advised of the possibility; we are not liable for anything a Caller does or says, or for a booking, order or message the Receptionist took or failed to take; and our total aggregate liability arising out of or in connection with this Agreement is limited to the greater of the Fees you paid us in the twelve months before the event giving rise to the claim, or one thousand pounds sterling.

20. Governing law and disputes

This Agreement is governed by the laws of England and Wales, without regard to its conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

The parties will try in good faith to resolve any dispute informally first. Either party may raise a dispute by writing to [email protected], and the parties will have thirty days to resolve it before starting proceedings. If that fails, the courts of England and Wales have exclusive jurisdiction, and both parties consent to venue there. Nothing in this Agreement overrides a right you have under the mandatory law of your own country that cannot be contracted out of.

21. General

Entire agreement. This Agreement, together with the Plan details shown at checkout, is the entire agreement between us about the Service and replaces any earlier understanding. Our Privacy Policy governs personal information and our Security page describes our safeguards.

Changes. We may amend this Agreement. For changes that materially affect your rights, we will give at least thirty days' notice by email, and the change takes effect at your next renewal. If you do not accept it, you may cancel before it takes effect.

Assignment. You may not assign this Agreement without our written consent, which we will not unreasonably withhold, except to a successor of your business. We may assign it to an affiliate or to a successor of our business.

Publicity. We will not use your name or logo publicly without your prior written consent.

Severability and waiver. If a provision is held unenforceable, the rest remains in force and the provision is treated as modified to the minimum extent necessary. A delay in enforcing a right is not a waiver of it.

Force majeure. Neither party is liable for failure to perform caused by events beyond its reasonable control, other than the obligation to pay Fees due.

Language and notices. This Agreement is written in English. We send notices to the email on your account. You send notices to [email protected] or to the postal address below.

22. Contact

Support hours: Monday to Friday, 9am to 6pm UK time. Keep your Stripe or PayPal receipt to hand when you write about a payment.