Terms of Service | Experience Reqo AI Receptionist

These Terms of Service (“Terms”) govern access to and use of the Reqo service. By subscribing to or using the Service, the Customer agrees to these Terms.

DEFINITIONS
“Customer” means the legal entity that subscribes to and uses the Reqo service.
“Service” means the AI-powered voice assistant platform and related features provided by Reqo.
“End Users” means callers or individuals whose personal data may be processed through the Service.
“Data Protection Laws” means the EU General Data Protection Regulation (GDPR), the UK GDPR, and applicable national data protection and privacy laws.

THE SERVICE
Reqo provides an AI-powered voice assistant that handles inbound calls, including call routing, reservation handling, and related functionality, as configured by the Customer. The Service may include optional features such as call recording, transcription, analytics, and downloadable call data.

FEES AND PAYMENT
The Service is provided on a subscription basis unless otherwise agreed in writing. Fees, billing frequency, and applicable charges are specified at the time of order, onboarding, or in the pricing plan selected by the Customer. All fees are stated exclusive of value added tax (VAT) and other applicable taxes unless explicitly stated otherwise. The Customer is responsible for all applicable taxes, duties, or levies, excluding taxes based on Reqo’s income.

Payments are processed through Stripe, a third-party payment processor acting on Reqo’s behalf. By using the Service, the Customer agrees to Stripe processing payments in accordance with Stripe’s applicable terms and privacy policies. Subscription fees and any applicable usage-based charges are billed automatically using the payment method provided by the Customer. Billing may occur in advance, in arrears, or on a recurring basis depending on the selected plan and usage components. The Customer authorises Reqo, through Stripe, to charge the payment method on file for all fees due.

USAGE-BASED CHARGES
Certain components of the Service may be billed based on usage, including but not limited to call volume, call duration, or other measurable service metrics. Usage data recorded by Reqo’s systems or authorised infrastructure providers is considered final and binding for billing purposes unless the Customer raises a dispute in writing within fourteen (14) days of the relevant charge.

FAILED PAYMENTS AND SUSPENSION
If a payment fails or is declined, Reqo may retry the charge in accordance with Stripe’s processes. Reqo reserves the right to suspend or restrict access to the Service if payment is overdue or repeatedly fails, until outstanding amounts are paid.

PRICE CHANGES
Reqo may modify fees or pricing plans upon prior notice to the Customer. Price changes take effect at the start of the next billing cycle unless otherwise stated. Continued use of the Service after a price change constitutes acceptance of the updated pricing.

REFUNDS
Except where required by applicable law, all fees are non-refundable. No refunds or credits are provided for partial use, unused subscription periods, or suspension due to non-payment or breach of these Terms.

TERMINATION FOR NON-PAYMENT
Reqo may terminate the agreement upon written notice if the Customer fails to pay undisputed fees within a reasonable period after notice. Termination does not relieve the Customer of the obligation to pay outstanding amounts.

DATA PROTECTION ROLES
For the purposes of Data Protection Laws, the Customer acts as the Data Controller for all personal data processed through the Service. Reqo SASU (“Reqo”) acts as the Data Processor for all personal data processed through the Service. The Customer determines the purposes and means of processing personal data, including whether call recording is enabled, the lawful basis relied upon, and applicable retention periods.

CUSTOMER RESPONSIBILITIES
The Customer is solely responsible for ensuring that a valid lawful basis exists for all personal data processed through the Service, providing all legally required notices to callers including notice of call recording, complying with applicable data protection, privacy, telecommunications, and call recording laws, and responding to data subject requests. Reqo does not verify or assess the legality of the Customer’s processing activities.

CALL RECORDING
Call recording is an optional feature that may be enabled or disabled by the Customer. Where enabled, Reqo processes call audio recordings solely in accordance with the Customer’s documented instructions. The Customer confirms that it has obtained all necessary rights, permissions, and consents required to enable call recording and storage.

LIMITATION OF USE
Reqo processes personal data solely to provide the Service. Reqo does not sell personal data and does not use personal data for advertising, profiling, or unrelated purposes.

INDEMNIFICATION
The Customer shall indemnify and hold harmless Reqo against any claims, fines, penalties, regulatory actions, or damages arising from failure to provide required notices, failure to obtain or maintain a valid lawful basis, or violation of applicable data protection, privacy, or call recording laws.

DATA PROCESSING AGREEMENT (ANNEX 1)
This Data Processing Agreement forms an integral part of these Terms.

Reqo processes personal data to provide the Service for the duration of the agreement. Processing may include call routing, call handling, transcription, storage, retrieval, reporting, analytics, and deletion, as configured by the Customer. Data subjects include End Users contacting the Customer. Personal data may include call audio recordings, call transcripts, phone numbers, call metadata, and reservation or booking details.

Reqo processes personal data only on documented instructions from the Customer, implements appropriate technical and organisational security measures, ensures authorised personnel are bound by confidentiality obligations, assists the Customer with data subject requests where reasonably required, notifies the Customer without undue delay of a personal data breach, and deletes or returns personal data upon termination in accordance with Customer instructions and applicable law.

SUB-PROCESSORS
The Customer authorises Reqo to engage third-party sub-processors to provide components of the Service. Reqo ensures that sub-processors are bound by written agreements imposing data protection obligations no less protective than those set out in this agreement. Reqo may update sub-processors from time to time.

If the Customer reasonably objects to a new sub-processor on data protection grounds, the Customer must notify Reqo in writing within fourteen (14) days. If Reqo cannot address the objection through commercially reasonable efforts, the Customer may terminate the affected Service before the new sub-processor is engaged. Continued use of the Service constitutes acceptance.

Sub-processors may include providers of AI voice processing and transcription services, telephony routing and number provisioning services, cloud hosting and secure data storage services, and operational tooling such as monitoring, logging, and support systems. Specific sub-processor identities are available upon request by contacting privacy@reqo.ai.

INTERNATIONAL TRANSFERS
Where personal data is processed outside the EU or UK, appropriate safeguards are implemented, including Standard Contractual Clauses where applicable.

SURVIVAL
All data protection obligations, indemnities, and payment obligations survive termination.

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