Terms of Service

By creating an account or using Raddly in any way, you confirm that you have read, understood, and agree to these Terms of Service and our Privacy Policy. If you do not agree, please do not use our service.

Raddly provides the following services to restaurant owners and operators:

Review Automation:

• Connects to your Google Business Profile (Yelp coming soon)
• Monitors your business for new customer reviews
• Generates and posts AI-written responses on your behalf
• Delivers weekly email reports on your reputation performance
• Provides a private client dashboard with monthly Google Business Profile analytics and AI-generated insights
• Detects and flags suspected spam or fake reviews using AI analysis
• Social media monitoring and response for Facebook & Instagram (coming soon)

AI Voice Ordering:

• An AI phone assistant ("Sara") that answers incoming calls on behalf of your restaurant 24/7
• Takes customer pickup, delivery, and dine-in orders; handles reservations; and answers menu and hours questions
• Logs orders to Google Sheets and a real-time kitchen display dashboard
• Supports English and Arabic
• Phone calls are processed by OpenAI's voice infrastructure via our Railway server

Food Ordering App (app.raddly.io):

• A mobile-friendly web app allowing customers to browse menus and place pickup, delivery, or dine-in orders
• Payments are processed securely via Stripe
• Delivery orders are dispatched via Uber Direct
• Real-time order tracking and push notifications
• Raddly works with restaurants under one of two pricing arrangements, depending on the restaurant's plan: (1) commission — Raddly retains a percentage of each order; or (2) baked-in pricing — the restaurant's menu prices already include Raddly's compensation as a built-in markup. Which arrangement applies is set in each restaurant's separate agreement with Raddly

Pricing: Prices, fees, and availability shown in the Raddly app are set for the Raddly platform and may differ from a restaurant's in-store prices or its prices on other ordering or delivery services. The total shown at checkout — including item prices, applicable tax, and any delivery fee — is the amount you agree to pay. Prices and availability are subject to change without notice.

Digital Menu Board (In-Store Display):

• Displays your menu — item names, descriptions, prices, and photos — full-screen on in-store screens or TVs (digital signage) as a read-only menu board
• Updates automatically from the menu you maintain with Raddly; the board shows and collects no customer or personal data
• By using this feature you authorize Raddly to display your menu content and images on in-store screens. You are responsible for keeping the menu items, descriptions, and prices shown accurate and up to date

• Be at least 18 years of age
• Be a business owner, manager, or authorized representative
• Have a valid and active Google Business Profile (Yelp coming soon)
• Be located in a jurisdiction where our service is available

• Maintaining the confidentiality of your account credentials
• All activity that occurs under your account
• Ensuring your connected business profiles remain active and accessible
• Notifying us immediately of any unauthorized account access

For Restaurants (Commission Model):

• Raddly charges a tiered commission per order: 6.9% for pickup & dine-in, 14.9% for delivery
• Commission applies only to orders processed through the Raddly ordering platform
• Pricing for standalone services (Sara voice agent, review management) is agreed separately in writing
• Commission rates may be updated with 30 days' written notice — existing agreements honored
• Raddly collects full payment from customers via Stripe and remits the restaurant's share on a weekly basis
• Stripe processing fees (2.9% + $0.30 per transaction) are deducted from Raddly's commission share
• Commission rates are subject to change with 30 days' written notice

For Customers:

• Raddly charges customers no service fees. Menu prices in the app are set in partnership with each restaurant and may vary from in-store prices; delivery orders may include distance-based pricing
• Delivery fees apply for delivery orders based on distance
• Ohio sales tax applies where required by law
• All payments are processed securely via Stripe

You agree not to use Raddly to:

• Post false, misleading, or defamatory content
• Violate Google, Yelp, or any third-party platform's terms of service
• Engage in any fraudulent or deceptive business practices
• Attempt to reverse-engineer or disrupt our service
• Use the service for any unlawful purpose

• Responses are posted automatically without manual review by default
• You are ultimately responsible for all responses posted under your profile
• We strive for quality but do not guarantee every response will be perfect
• Contact us to flag or request removal of any response you find inappropriate

We are not affiliated with, endorsed by, or sponsored by Google, Yelp, Meta (Facebook/Instagram), DoorDash, Uber Eats, Grubhub, or any other third-party platform. All third-party names, logos, and trademarks are the property of their respective owners and are referenced only for identification, comparison, and informational purposes (nominative fair use). Your use of those platforms remains subject to their own terms, and we are not liable for changes or policy updates made by third-party platforms that may affect our service.

Comparative statements. Any statement comparing Raddly's fees, commissions, or pricing to "the big apps" or to other ordering or delivery platforms is a general illustration based on publicly available information believed accurate as of the date it is published, and is not a guarantee. Actual fees, commissions, prices, and any savings vary by restaurant, order type, and platform, and may change over time. Phrases such as "order local, pay less" describe Raddly's general lower-fee model and are not a promise of savings on any particular order.

Raddly shall not be liable for any indirect or consequential damages including loss of business, revenue, or reputation. Our total liability shall not exceed the amount you paid us in the 3 months preceding the claim.

We may suspend or terminate your account at any time if you violate these Terms. You may also terminate your account at any time by contacting us.

We may update these Terms from time to time. We will notify you of significant changes via email or a notice on our website. Continued use after changes are posted constitutes your acceptance.

By providing your mobile phone number and signing up for Raddly, you consent to receive automated SMS text messages from Raddly related to your account and service activity. This policy governs our use of SMS communications.

Types of SMS messages you may receive:

• Customers (app.raddly.io): One-time passcodes (OTP) for phone number verification when signing up or signing in — 1 message per login attempt
• Restaurants: Alerts when a new 1–2 star review is posted to your Google listing
• Weekly reputation summary notifications
• Account-related alerts (e.g., connection issues, billing reminders)
• Onboarding and setup confirmation messages

Message Frequency:

• Message frequency varies based on your review volume
• You may receive up to 1–5 SMS messages per week depending on activity

How to Opt Out:

• Reply STOP to any SMS message to unsubscribe immediately
• After opting out, you will receive one final confirmation message
• You will not receive further SMS messages unless you re-subscribe
• You may also opt out by emailing hello@raddly.io

How to Get Help:

• Reply HELP to any SMS message for assistance
• Or contact us directly at hello@raddly.io

Consent & Privacy:

• Your phone number will never be sold or shared with third parties for marketing
• SMS consent is separate from email consent and is not required to use Raddly
• We use Twilio to deliver SMS messages — their privacy policy applies to message delivery
• This program complies with the Telephone Consumer Protection Act (TCPA)

These Terms are governed by the laws of the State of Ohio, USA, without regard to its conflict-of-law principles.

Informal resolution first. Before filing any claim, you agree to contact us at hello@raddly.io and give us 30 days to work with you to resolve the dispute informally. Most concerns can be resolved this way, quickly and at no cost.

Binding arbitration. Except as provided below, any dispute, claim, or controversy arising out of or relating to these Terms or your use of Raddly that is not resolved informally shall be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration will be held in Ohio or, at your election, conducted remotely (by phone, video, or written submissions). The Federal Arbitration Act governs the interpretation and enforcement of this provision, and the arbitrator's award may be entered in any court of competent jurisdiction.

Exceptions. Either party may (1) bring an individual claim in small-claims court instead of arbitration, and (2) seek injunctive or other equitable relief in court for infringement or misuse of intellectual property or unauthorized access to the service.

Class-action waiver. ALL CLAIMS MUST BE BROUGHT IN THE PARTIES' INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING. The arbitrator may not consolidate more than one person's claims. If this class-action waiver is found unenforceable as to a particular claim, then that claim (and only that claim) must proceed in court, and the remainder of this Section remains in effect.

30-day opt-out. You may opt out of this arbitration agreement by emailing hello@raddly.io with the subject line "Arbitration Opt-Out" — including your name, phone number or account email, and a statement that you opt out — within 30 days of first accepting these Terms. Opting out does not affect any other part of these Terms.

Court proceedings. For any dispute not subject to arbitration, the state and federal courts located in Ohio will have exclusive jurisdiction, and you consent to the personal jurisdiction of those courts and waive any objection based on inconvenient forum.

If you are located outside the United States, you nonetheless agree that Ohio law and this Section will govern any dispute, except where mandatory local consumer-protection law applies in your jurisdiction.

You agree to defend, indemnify, and hold harmless Raddly, its operators, affiliates, and contractors from and against any claims, damages, losses, liabilities, costs, or expenses (including reasonable attorneys' fees) arising out of or related to:

• Content posted under your business profile — whether generated by our AI or written by you — that is alleged to be false, misleading, defamatory, infringing, or otherwise unlawful
• Your breach of any third-party platform's terms, including Google, Yelp, or others
• Your breach of these Terms, including the Acceptable Use section
• Any dispute between you and a customer, reviewer, or third party arising from a posted response
• Your failure to maintain proper authorization to manage the connected business profile

We will provide you with reasonable notice of any covered claim and may, at our option, participate in our own defense at our own expense.

Raddly is provided "AS IS" and "AS AVAILABLE," without warranty of any kind, whether express or implied. To the fullest extent permitted by law, we disclaim all warranties, including:

• Implied warranties of merchantability, fitness for a particular purpose, and non-infringement
• Warranties that the service will be uninterrupted, error-free, secure, or free of harmful components
• Warranties about the accuracy, reliability, completeness, or appropriateness of any AI-generated response
• Warranties about specific outcomes, including improvements in your star rating, search ranking, customer sentiment, or business performance

You acknowledge that AI-generated content may occasionally be inaccurate, off-tone, or otherwise imperfect, and that you bear the responsibility to monitor your business profile and flag any concerns to us promptly.

Raddly relies on third-party platforms and services to operate, including Google Business Profile, Yelp (planned), automation infrastructure, AI providers, and SMS gateways. We do not guarantee continuous availability and shall not be liable for delays, errors, or interruptions resulting from:

• Outages, policy changes, or rate limits imposed by Google, Yelp, Meta (Facebook/Instagram), or other connected platforms
• Outages or errors in underlying AI, automation, or messaging providers
• Force-majeure events, including natural disasters, war, civil unrest, internet outages, government action, or pandemics
• Suspension or removal of your access by a third-party platform for any reason
• Routine maintenance, updates, or upgrades to our service

We will use commercially reasonable efforts to restore service as quickly as practical and, where possible, will notify you of significant disruptions via email.

The following additional terms apply to restaurants using Raddly's AI Voice Ordering service:

• Call Recording & Transcription: Incoming customer calls are processed and transcribed by OpenAI, our AI voice infrastructure provider. By activating voice ordering, you acknowledge that calls to your Raddly-powered phone line will be processed by AI and may be recorded or transcribed for quality and service purposes. It is your responsibility to comply with any applicable call recording disclosure laws in your jurisdiction.
• Order Accuracy: While Sara is designed to take accurate orders, Raddly does not guarantee that every order will be captured perfectly. You and your staff remain responsible for verifying orders before preparation.
• POS Credentials: If you provide Square or other POS credentials, you authorize Raddly to use those credentials solely to create orders in your POS system on your behalf. You are responsible for keeping credentials current and revoking access if needed.
• Customer Data: Order data (customer names, items, totals, allergy notes) is stored in a Google Sheet linked to your account. You are the data controller for your customers' information and are responsible for handling it in accordance with applicable privacy laws.
• Menu Accuracy: You are responsible for keeping your menu, prices, and availability information up to date with Raddly. We are not liable for incorrect pricing or items presented to callers based on outdated information you provided.

When you place an order through the Raddly platform, certain order-related information is shared with the restaurant partner fulfilling your order. This section explains how that data is used and protected.

• What is shared with restaurant partners: Your name, delivery address, order items, and contact information necessary to fulfill your specific order are shared with the restaurant partner. This is required for order preparation, delivery coordination, and customer service related to your order.
• Permitted use by restaurant partners: Restaurant partners may only use your information to fulfill and support your specific order. They are contractually prohibited from using your contact details for independent marketing, promotions, or solicitation without your explicit separate consent.
• Raddly's role: Raddly acts as the data processor facilitating the transaction. Restaurant partners are the data controller for customer information in the context of order fulfillment and bear sole responsibility for lawful handling of that data on their end.
• No sale of data: Raddly will never sell your personal information to any third party, including restaurant partners, advertisers, or data brokers.
• Data requests: You may request deletion or export of your personal data at any time by emailing hello@raddly.io.

Raddly and its restaurant partners may display in-store signage, QR codes, table cards, digital menu boards, and other materials promoting the availability of ordering through Raddly. Where such materials appear at a restaurant, they are displayed with that restaurant's knowledge and at its request, and the restaurant may ask to have them removed at any time.

Restaurant names, logos, and menu content shown on Raddly or within Raddly promotional materials are displayed with the applicable restaurant's permission and remain the property of their respective owners. Nothing on Raddly or in its materials should be read as a statement, endorsement, or communication by any competing platform.

For any questions about these Terms: