Terms of Use

These Terms of Use ("Terms") apply when you call, text, order from, book with or pay a restaurant, trades business or clinic (a "Business") that uses Notanai, and when you use our ordering and order status pages (together, the "Service"). "Notanai", "we" and "us" mean Notanai, and the "Assistant" is the automated phone assistant that may answer your call. Please also read our Privacy Policy. It explains what personal information we handle when you call, order or book, why we handle it, where it is processed and how long we keep it.

1. Food allergies and dietary needs (restaurants)

Notanai is an automated ordering and speech-transcription service. It is not a nutritionist, dietitian, doctor or other medical or health adviser, and nothing the Assistant says is medical, nutritional or dietary advice.

• Allergen and ingredient information comes only from the restaurant. The Assistant repeats what the restaurant has entered. It cannot see the kitchen or check ingredients, recipes, suppliers or how food is prepared, and it will not tell you that a dish is safe or free of an allergen.
• Kitchens handle common allergens, and cross-contact is possible. Restaurants may prepare food in kitchens that also handle allergens such as peanuts, tree nuts, sesame, milk, eggs, wheat, soy, mustard, fish and shellfish. Ingredients and recipes can change.
• The allergy question, and confirmation by the restaurant's staff. Unless the restaurant has switched it off, the Assistant asks once whether anyone in your order has a food allergy. An order that involves a food allergy is meant to be confirmed with you by a person at the restaurant. Depending on how you order, the Assistant passes you to the restaurant's staff (by transferring your call or asking staff to call you back), or your order reaches the restaurant marked "ALLERGY" with an instruction to call you at the number you gave and confirm before cooking. Please answer the restaurant's call. Any call-back is made by the restaurant, not by Notanai: until a person at the restaurant has confirmed your allergy with you, do not assume it has been confirmed.
• If you, or anyone you are ordering for, has a severe or life-threatening allergy, speak directly with the restaurant's staff (ask the Assistant for a person, call the restaurant, or ask at pickup) and confirm the ingredients and how the food is prepared before anyone eats it. Do not rely on the Assistant, a text message or an order ticket alone.
• In a medical emergency, including an allergic reaction that is happening now, hang up and call 911.

2. Calls answered by an AI assistant

• Your call to a Business that uses Notanai may be answered by the Assistant, which is an AI, rather than by a person. Some Businesses say so in the greeting. Whether or not they do, the Assistant always tells you truthfully that it is an AI whenever you ask, and it never claims to be a person. You can ask for a person at any time; the Assistant will try to transfer you to the Business's staff or ask them to call you back, but it cannot guarantee that someone answers.
• AI can make mistakes. Speech recognition and AI can mishear or misunderstand words, accents, languages, numbers (including quantities, prices, times and phone numbers), names and dish names, especially with background noise or a weak connection.
• Listen to the read-back and correct any error before you hang up. At the end of an order, the Assistant reads back the items and choices, the total and the pickup time (for a booking: what was booked, when and, for trades, where). Tell the Assistant right away if anything is wrong. Your order may reach the restaurant while it is being read back; a correction you make before the call ends is sent to the restaurant as a change to your order.
• Check your messages. Where the Business sends texts, check the confirmation text and the order status page it links to, and contact the Business promptly about any error.

3. Your order is a request to the restaurant

• An order you place through the Service is a request to the restaurant. It is not accepted until the restaurant confirms it. The restaurant may decline it, change the pickup time or cancel it, and an order the restaurant does not acknowledge in time expires.
• Notanai is not the seller. The contract for the sale of your food is between you and the restaurant only. Notanai provides the phone, ordering and messaging technology the restaurant uses; it does not prepare, sell, package or hand over food, and it is not a party to that sale.
• The restaurant alone is responsible for its menu, prices, taxes, availability, ingredients and allergen information, and for preparing your food, its safety and quality, pickup, and any refund, cancellation or complaint about your order. Prices read or shown to you come from the restaurant's own menu information and include the tax stated. Please take questions and complaints about your food or a price directly to the restaurant.
• If the caller seems to be a child, the restaurant may call back to confirm with an adult before preparing the order.

4. Paying for your order

• Depending on the restaurant, you pay at pickup or, where the restaurant offers it, online through a secure payment link that we text to you on the restaurant's behalf. A restaurant may make online payment optional or required. When it is required, your order goes to the kitchen only after you pay, and it is cancelled if it is not paid within the time stated in the text.
• Online payments are processed by Stripe and go to the restaurant's own Stripe account. The restaurant is the merchant of record: the charge is made by the restaurant, and Notanai adds no fee to what you pay. You enter card details only on Stripe's payment page. The Assistant never asks for card details on a call, and you should never give them by phone.
• Refunds. If the restaurant declines or cancels a paid order, or the order expires, is a duplicate or fails to reach the restaurant, your payment is refunded to your card in full automatically (it can take 5 to 10 days to appear). If a paid order is changed so that it costs less, the difference is refunded. A paid order that is not picked up is not refunded automatically. Any other refund is decided by the restaurant under its own policy, subject to your rights under the law. Please contact the restaurant about refunds.

5. How your call and your information are handled

• Calls and text messages are carried by Twilio, our phone provider. While your call is live, your voice is streamed to our cloud AI provider, Google Cloud (Gemini on Vertex AI, in Iowa, United States), which converts your speech to text and produces the Assistant's replies. We do not keep audio recordings of calls; a written transcript is kept with your request on our servers in Toronto, Canada.
• Your call, its transcript and your request are used to take and fulfil your order or booking, pass it to the Business, text you about it, handle pickup, check accuracy and quality, keep the Service safe, prevent fraud and abuse, and bill the Business correctly.
• The number you call from (caller ID) and your recent orders are used to identify you, find your order if a call drops, recognise you as a returning caller, and let the Business reach you (for example, to confirm an allergy).
• We keep this information only for the periods set out in our Privacy Policy (for example, call transcripts and call details, including your number, for up to 90 days, and orders for up to 2 years), and then delete it or remove your details. Some of our providers process data outside Canada, including in the United States, where it may be accessible to authorities under local law.
• The Assistant cannot take your call without this processing. By continuing a call, or by ordering or booking through the Service, you consent to it. If you do not want your call handled this way, end the call and contact the Business another way, for example in person.
• Our Privacy Policy has the full details and your choices: you can decline to share details (and deal with the Business directly), ask for a person, reply STOP to any text, and ask to see, correct or delete your information at privacy@notanai.ca.

6. Not an emergency service

The Service is not an emergency service. It cannot dispatch emergency services, and it cannot contact 911 or connect your call to 911. In an emergency, hang up and call 911 directly. If you describe an emergency on a call, the Assistant will tell you to hang up and call 911.

7. Trades jobs and clinic appointments

• Your booking is a request to the business. It is not confirmed until the business confirms it, and the business may offer another time. Fees read to you are the ones the business set; any other work is priced by the business.
• The assistant is an AI: it says so at the start of the call, and you can ask for a person at any time. It reads your booking back at the end; tell it right away if anything is wrong.
• For urgent trades problems the assistant alerts the business's on-call staff as a best effort; it can't guarantee someone is reached. Clinics: the assistant never gives medical advice. The Service is not an emergency service (section 6).

8. Fair use, abuse and fraud prevention

When you use the Service, you must not:

• place fake, prank or fraudulent orders or bookings, or order in someone else's name or from a phone number that isn't yours without that person's permission;
• harass, threaten or abuse the Assistant or a Business's staff, or use sexual or abusive language;
• try to manipulate, trick or override the Assistant, for example by telling it to ignore or change its rules, reveal its instructions, change prices, or give free or discounted food ("prompt injection");
• use automated tools, recordings or repeated calls to overload, test or misuse the Service, or interfere with it in any other way.

To protect callers, Businesses and the Service, and to the extent permitted by law:

• the Assistant ignores attempts to change its rules or prices, and may end a call that is abusive, off-topic or appears to be a prank;
• we may limit the number of calls or AI minutes from a phone number, and we may block a number, on our own initiative or at a Business's request, for prank orders, harassment, abuse, attempts to manipulate the Assistant or other misuse. Calls from a limited or blocked number may not be answered by the Assistant;
• an order or booking may be flagged so that the Business calls you to confirm it before preparing it (for example, if the caller may be a child without an adult's knowledge, or the order may be a prank), and the Business may decline it.

9. Demo businesses

Businesses marked "(DEMO)", such as Golden Chulha, Northbeam Plumbing and Cedarglen Family Clinic, are fictional and used for demonstrations. Orders and bookings made with them are simulations: no food is prepared, nobody is sent, no appointment is booked and no charge is made.

10. Our responsibility and your consumer rights

• Notanai provides the Service to you free of charge, on behalf of the Business. To the extent permitted by law, Notanai is not responsible for the food, products or services a Business provides, for a Business's prices, decisions, acts or omissions, or for indirect or consequential losses.
• Your rights under consumer protection law. Nothing in these Terms excludes, limits or waives any right or remedy you have under the Consumer Protection Act, 2002 (Ontario) or any other consumer protection law or other law that cannot be excluded, limited or waived by agreement. If any part of these Terms conflicts with such a law, that law prevails to the extent of the conflict, and the rest of these Terms continues to apply.

11. Governing law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. If you live in another province or territory, you also keep the protection of the mandatory consumer protection laws of the place where you live. Subject to any right you have under consumer protection law to bring a claim elsewhere, the courts of Ontario have jurisdiction over any dispute about these Terms.

12. Changes to these Terms

We may update these Terms. The date at the top shows when they last changed. The version in effect when you place an order or booking applies to that order or booking.

13. For businesses using Notanai

Restaurants, trades and clinics that use Notanai sign the Notanai Service Agreement at signup. It covers plans and prepaid billing, what happens when credit runs out, data and privacy, and liability. If anything on this page differs from the Service Agreement, the Service Agreement applies to the business.

Contact

hello@notanai.ca · privacy: privacy@notanai.ca