Written to be read, not to be ignored.

The Provider makes available to the Client a telephone assistant service based on artificial intelligence, enabling it to:

• Answer incoming telephone calls outside or during opening hours;
• Provide information about the establishment (opening hours, address, menu, availability);
• Handle reservation requests according to the parameters defined;
• Take takeaway or delivery orders according to the menu and the parameters defined by the Client, each order remaining subject to validation by the establishment;
• Pass on messages by email, text message or dashboard;
• Record calls and provide a written summary of them in the client area. Full transcripts and recordings are not exposed in the client area: they are kept temporarily for quality control in accordance with Annex C, and may be handed over to the Client upon reasoned request, within the limits of the protection of the callers' personal data.

The Service is not a point of sale (POS) or payment system. It does not guarantee table availability in real time without a specific integration.

The contract is entered into on a monthly basis, from the date of activation, with no minimum commitment period.

It is renewed automatically for successive periods of one month, unless terminated in accordance with article 4.

The Provider may offer, at its discretion, a free trial period of the Service before any paid subscription. The trial runs on a trial telephone line shared between all Clients on trial, separate from the dedicated number allocated when a paid contract is taken out.

Duration: the trial lasts 72 hours from the first call and includes 20 minutes of conversation in total; the trial ends once either of these two limits is reached. It covers a single mobile telephone number per account, registered and verified by a code sent by text message.

Free of charge: the trial requires no bank card and entails no commitment to subscribe. No invoicing takes place for as long as the Client has not taken out a paid contract.

End of the trial: once the duration or the call volume set out above has been reached, access to the Service is suspended. Reactivating it requires a paid contract to be taken out (article 5) and a dedicated number to be allocated: the trial line number is neither kept nor transferable.

Trial data: the calls made during the trial (calling number, transcript, any simulated reservation or order) are processed under the same privacy policy as the paid Service (see our privacy policy) and deleted if the trial does not lead to a subscription, in accordance with the retention periods in force.

Ordinary termination: at any time, in writing (email is sufficient), with effect at the end of the current monthly cycle. No exit penalty.

Extraordinary termination: possible with immediate effect in the event of serious breach, insolvency or force majeure lasting more than 60 days.

Non-payment: where an invoice has remained unpaid for more than 30 days, the Provider may suspend the Service and terminate the contract giving 15 days' notice.

Effects: upon termination, the Client may request, by email to info@reponds.ch within 30 days, a copy of its data (establishment record, reservations, orders, call summaries) in a common structured format. The data is kept until that copy has been handed over, then deleted. Without a request within that period, it is deleted.

The applicable pricing is that of the contract taken out, as published on reponds.ch/tarifs at the time of subscription, or that of an individual signed contract. There are three contracts, each including all the features of the Service.

The volume-based contracts (Part-time, CHF 99; Full-time, CHF 249): each contract includes a monthly volume of minutes of conversation (200 and 600 minutes respectively), renewed at each monthly cycle; unused minutes are not carried over. Beyond the volume included, extra minutes are charged at CHF 0.40 per minute, whatever the contract, without interruption of the Service; they are collected at the beginning of the following cycle. Conversation is counted by the second, then rounded up to the next whole minute on the total for the monthly cycle.

Unlimited: CHF 469 per monthly cycle, unlimited calls and minutes of conversation within the framework of fair use corresponding to the normal operation of a single catering establishment. Fair use excludes in particular: sharing the line between several establishments, brands or legal entities, reselling the Service or making it available to third parties, and any use unrelated to the operation of the establishment. A volume durably exceeding 1800 minutes of conversation per monthly cycle, that is three times the volume included in the Full-time contract, constitutes in particular an indication of use going beyond fair use. Where use durably exceeds fair use, the Provider shall offer a suitable arrangement; failing agreement, or in the event of manifest misuse, it may suspend the account after warning.

Payment and renewal: the Service is paid for in advance, by bank card, through our secure payment provider. The contract amount is charged upon subscription and then automatically at the beginning of each monthly cycle. Prices are in CHF, VAT included. If a payment fails, the Client is informed and has 10 days to put its means of payment in order; failing that, the Provider may suspend the Service and article 4 (non-payment) applies.

Change of contract: moving to a higher contract takes effect immediately, the price difference being calculated pro rata for the days remaining in the current cycle. Moving to a lower contract takes effect at the end of the current cycle; it can be scheduled at any time from the client area.

Default interest: 5% per annum (art. 104 CO) from the due date.

Prices may be revised once a year, giving 60 days' notice. Right to terminate without penalty in the event of refusal.

• Availability of the Service: 99% monthly (see the SLA, Annex A);
• Data security: technical and organisational measures compliant with the LPD 2023 (the Swiss Data Protection Act);
• Technical support in accordance with Annex A;
• Notification of incidents in the event of a data breach within 72 hours;
• Information to the Client about substantial changes to features, giving 15 days' notice.

• Provide accurate and up-to-date information (opening hours, menu, procedures);
• Inform its own customers that an automated voice service is in use and that calls are recorded;
• Update the information in the client area within 48 h of any change;
• Not have the handling of food allergies confirmed by the Assistant (the restaurant's responsibility).

The Provider is responsible for the sound technical operation of the Service within the limits of the SLA. Total liability is limited to the fees for the last 3 months.

The Provider excludes its liability for: loss of income, incorrect information supplied by the Client, interruptions caused by third parties (telephone operators, voice AI suppliers), force majeure.

These limitations do not apply in the event of wilful misconduct or gross negligence on the part of the Provider (art. 100 CO).

Within the framework of the Service, the Client is the controller of the data of its own customers (the callers); Réponds! acts as processor (art. 5 LPD). For the data it processes for its own purposes (account management, invoicing, aggregated service quality statistics), the Provider acts as controller.

The detailed conditions are governed by the Data Processing Agreement (DPA): Annex C. The Client acknowledges that the Service relies on specialised third-party suppliers (conversational AI, SIP telephony, hosting), selected for their nLPD/GDPR compliance and covered by standard contractual clauses (SCCs) or the Swiss-US DPF. The complete and up-to-date list of our sub-processors is published on our Sub-processors page.

The Provider remains the owner of the Assistant, its algorithms, the platform and the interfaces. The Client is granted a non-exclusive, non-transferable licence to use them for the term of the contract.

The Client is and remains the owner of its establishment data, call recordings and transcripts.

These GTC are governed by Swiss law. Any dispute is subject to the exclusive jurisdiction of the courts of Lausanne (Canton of Vaud).

These GTC are accepted when the free trial is started or when a paid contract is taken out; the version accepted and the date of acceptance are recorded.

The Provider may amend these GTC giving 30 days' notice, notified by email and in the client area. Substantial amendments require a fresh acceptance at the next login to the client area. A Client who refuses an amendment may terminate without penalty with effect at the end of the current monthly cycle; failing that, continued use of the Service constitutes acceptance. The version applicable to the Client is the one it last accepted, identified by its version number.

These GTC are drawn up in French. The Provider may publish translations of them into German, Italian and English: those translations are provided for information purposes, for the convenience of the Client, and do not constitute separate versions of the contract.

In the event of any discrepancy between the French version and one of its translations, the French version prevails. The same applies to its annexes.

Guaranteed availability: 99% monthly (excluding planned maintenance).

Planned maintenance: preferably between 02:00 and 05:00 (Swiss time), Monday to Friday. 48 hours' notice for any maintenance lasting more than 30 minutes.

Parties and roles

The Client is the Controller; Réponds! is the Processor (art. 5 LPD).

Data processed

• Voice (audio recording)
• Written transcripts
• Telephone number of the caller
• Time stamp, duration of the call
• Summary of the request (reservation, question, etc.)

Retention period

Sub-processors

The last line concerns only a Client who subscribed through a partner, or whose account was opened by that partner. That partner then accesses the Client's dashboard on the same terms as the Client itself. The Client may at any time ask for the identity of that partner and for that access to end.

Detailed identity of the sub-processors on our Sub-processors page. 30 days' notice for any change of sub-processor.

Security measures

• Encryption in transit (TLS 1.2+) and at rest (AES-256)
• Access control on the least privilege principle
• Logging of accesses
• Regular and tested backups