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Last updated: 1 August 2026
These Terms of Service (“Terms”) govern access to and use of the Vlok voice booking and restaurant communications service.
The Service is provided exclusively to businesses. It is not intended for consumers acting wholly or mainly outside their trade, business, craft or profession.
By signing an Order Form, creating an account, accepting these Terms electronically or using the Service, the Client agrees to be bound by the Agreement.
A person accepting the Agreement on behalf of a company, partnership or other organisation confirms that they have authority to bind that organisation.
If the Client does not agree to the Agreement, it must not access or use the Service.
The Service is provided by Vlok Ltd, a company registered in England and Wales with its registered office at The Oval, 57 New Walk, Leicester, England, LE1 7EA (“Vlok”, “we”, “us” or “our”).
“Client”, “you” and “your” mean the restaurant, hospitality business or other business identified in the applicable Order Form or account registration.
The Client and Vlok are each a “Party” and together the “Parties”.
In the Agreement:
Agreement means these Terms, the applicable Order Form, the Data Processing Schedule, the Fees and Billing Policy, any Telecom and Number Authorisation, and any other document expressly incorporated into the Agreement.
Authorised User means an employee, contractor or representative whom the Client authorises to access or manage the Service.
Booking means a reservation created, modified, confirmed, cancelled or otherwise managed through the Service.
Client Data means Personal Data and other information submitted to, collected through or processed using the Service on behalf of the Client, including caller details, booking information, call transcripts and dietary or accessibility requests.
Client Materials means menus, allergen menus, branding, opening hours, prices, booking rules, availability, scripts, policies and other materials supplied or approved by the Client.
Fees means all subscription, usage, setup, add-on, modification, support and other charges payable under the applicable Order Form or Fees and Billing Policy.
Fees and Billing Policy means Vlok’s then-current fees, invoicing and payment policy, as updated in accordance with the Agreement.
Order Form means an order, proposal, checkout page, subscription confirmation or other document agreed between the Parties that identifies the Service, plan, Fees or commercial arrangements.
Personal Data, Controller, Processor, Data Subject, Personal Data Breach and processing have the meanings given to them under applicable Data Protection Law.
Service means Vlok’s AI-powered telephone receptionist, booking, messaging, call-processing, reporting and associated services.
Service Data means technical, operational and usage information generated through operation of the Service, including system logs, call-routing data, performance information and aggregated statistics. Service Data does not include Client Materials or Personal Data except where expressly stated.
The Agreement consists of:
If there is a conflict, the documents will apply in the order listed above, except that the Data Processing Schedule will take priority in relation to the processing of Personal Data.
Client purchase orders or other client-issued terms will not form part of the Agreement unless Vlok expressly agrees to them in writing.
Vlok provides an AI-powered telephone receptionist designed to:
The Service is designed to receive calls 24 hours a day, seven days a week. Vlok does not guarantee that the Service will be uninterrupted, error-free or available at all times.
Vlok may carry out maintenance, upgrades, security work and other changes that temporarily affect availability.
Unless a separate written service-level agreement applies, all availability and response targets are non-binding targets.
The Client must provide all information, access, approvals and cooperation reasonably required to configure and activate the Service.
Vlok may rely on information and instructions supplied or approved by the Client.
The Client must review and test the configured Service before launch and must promptly notify Vlok of any material error or required correction.
A setup fee may apply as stated in the Order Form or Fees and Billing Policy. A setup fee covers onboarding, configuration, testing and launch activities.
A setup fee is non-refundable once onboarding work has commenced, except where Vlok is unable to activate the Service for reasons within Vlok’s reasonable control.
Where activation is delayed because the Client has not provided required information, access or approval, Vlok may begin charging from the activation date originally agreed or from another date stated in the Order Form or Fees and Billing Policy.
The Client acknowledges that the Service uses artificial intelligence and automated systems to interact with callers.
The Client understands that:
Vlok does not guarantee that every call will be correctly understood, that every Booking will be completed successfully or that the Service will achieve any particular commercial result.
The Client must promptly report recurring, material or potentially harmful errors so that Vlok can investigate and, where appropriate, adjust the Service.
The Client must ensure that its privacy notices and other relevant customer-facing information explain, where required, that:
The Service may provide an automated opening disclosure to callers. The Client must not disable, remove or circumvent a disclosure required by Vlok for legal, compliance or transparency purposes.
Each Party must comply with its own obligations under applicable Data Protection Law.
The Service does not provide medical, nutritional, dietary or food-safety advice.
Where a caller raises an allergen, dietary or ingredient-related enquiry, the Service may:
The Client is solely responsible for ensuring that:
Vlok does not independently inspect, verify or certify Client allergen or ingredient information.
The Client must not configure or instruct the Service to guarantee that any food, menu item, kitchen or environment is free from a particular allergen.
Vlok may refuse to provide a definitive automated response to a food-safety or allergen enquiry and may instead escalate or redirect the caller.
Nothing in the Agreement excludes or limits liability that cannot lawfully be excluded or limited.
The Client must:
The Client is responsible for the acts and omissions of its Authorised Users.
The Client remains responsible for decisions made by its staff and for the operation of its restaurant or hospitality business.
Where call forwarding is incorrectly configured, incomplete or disabled, Vlok may be unable to provide the Service. Any minimum or committed Fees will remain payable where stated in the Order Form or Fees and Billing Policy.
The Client must not use, permit or attempt to use the Service:
Vlok may investigate suspected misuse and may suspend affected functionality where reasonably necessary to protect the Service, its users or third parties.
The Service is not an emergency communications service.
The Client must not use or present the Service as a method of contacting emergency services or managing urgent threats to health, safety or property.
The Service does not support or replace calls to 999, 112 or any equivalent emergency number.
The Client must maintain appropriate emergency and human-contact procedures independently of the Service.
The Client must pay the Fees specified in the Order Form and the Fees and Billing Policy.
The Fees and Billing Policy governs matters including:
Additional modification, add-on or support Fees will apply only where:
Fees are exclusive of VAT unless expressly stated otherwise.
Cancellation of a Direct Debit instruction or payment mandate does not cancel the Service or relieve the Client of its payment obligations.
Vlok’s usage and transaction records will be used to calculate variable Fees, subject to correction of manifest errors and the Client’s right to raise a genuine billing dispute under the Fees and Billing Policy.
Vlok may change its Fees by giving the Client at least 30 days’ written notice.
A fee change will not apply retrospectively.
Where a fee change materially increases the Client’s recurring Fees, the Client may cancel the affected Service by giving notice before the increase takes effect. The cancellation may take effect on the date immediately before the fee increase begins.
If the Client does not cancel before the effective date and continues to use the Service, the revised Fees will apply.
Changes resulting from increased taxes or legally imposed charges may take effect as required by law.
The Service is intended for ordinary restaurant and hospitality call volumes and use.
Vlok may restrict, throttle or suspend use where:
Where reasonably practicable, Vlok will notify the Client before applying a non-urgent restriction or additional charge.
Vlok may take immediate action without prior notice where reasonably necessary to address fraud, illegal activity, security threats, abusive traffic or a material risk to the Service or third parties.
Vlok will provide support through the support channels made available to the Client.
Support hours, response targets, included assistance and any chargeable support services may be specified in the Order Form or Fees and Billing Policy.
Unless expressly agreed in writing, support response times are targets and not guaranteed service levels.
Vlok may charge for:
Vlok may suspend all or part of the Service where:
Where the issue is capable of remedy and does not require urgent action, Vlok will normally provide reasonable notice and an opportunity to remedy it.
Suspension does not relieve the Client from paying Fees already incurred or recurring Fees that remain payable during the suspension under the Order Form or Fees and Billing Policy.
Vlok will restore the Service within a reasonable period after the reason for suspension has been resolved.
The Agreement begins when the Client first accepts it or on the start date stated in the Order Form.
Unless the Order Form states a minimum or fixed term, the subscription continues until cancelled by either Party.
The Client may cancel the Service by giving Vlok at least 30 days’ written notice.
Vlok may cancel the Service for convenience by giving the Client at least 30 days’ written notice.
A cancellation notice must be submitted through a cancellation method provided within the Client’s account or sent to the cancellation email address published by Vlok.
The Client remains responsible for:
Unless otherwise required by law or stated in the Fees and Billing Policy, Fees are not refundable merely because the Client stops using the Service before the cancellation date.
Either Party may terminate the Agreement by written notice where the other Party:
Vlok may suspend or terminate the Agreement immediately where the Client engages in fraud, unlawful activity, serious abuse, deliberate security interference or conduct that creates a material and immediate risk to Vlok, the Service, callers or third parties.
When the Agreement ends:
The Client should export any information it requires before the Service ends or during any post-termination export period Vlok makes available.
Termination does not affect accrued rights or obligations.
Clauses concerning Fees, intellectual property, confidentiality, data protection, liability, dispute resolution and any provision intended by its nature to survive will continue after termination.
Vlok and its licensors retain all intellectual property rights in:
The Client retains ownership of its Client Materials and any intellectual property rights it holds in those materials.
The Client grants Vlok and its subcontractors a worldwide, non-exclusive, royalty-free licence during the Agreement to host, copy, format, transmit, adapt and otherwise use the Client Materials to:
The Client warrants that it has all rights, licences and permissions required to provide the Client Materials and to grant this licence.
The Client must not remove or obscure Vlok’s intellectual property notices.
No rights are granted except those expressly stated in the Agreement.
As between the Parties, the Client retains its rights and interests in Client Data, subject to the rights granted to Vlok under the Agreement.
The Client authorises Vlok to collect, host, access, organise, analyse, transmit, reproduce and otherwise process Client Data as reasonably necessary to:
Vlok owns the Service Data and all intellectual property rights in the structure, operation and analysis of the Service, but this does not give Vlok ownership of an individual’s Personal Data.
Vlok may generate and use statistical, aggregated or anonymised information derived from operation of the Service where that information does not identify and cannot reasonably be used to re-identify the Client, an individual caller or another person.
Vlok may use properly anonymised information to:
Vlok must not publicly identify the Client through aggregated or anonymised information without the Client’s consent.
Personal Data will not be used to train a general-purpose AI model unless that use is expressly disclosed, has an appropriate legal basis and is permitted under the applicable data-processing arrangements.
Each Party must comply with applicable Data Protection Law.
For Client Data processed by Vlok solely on the Client’s documented instructions to provide the Service:
Vlok may act as an independent Controller for Personal Data it processes for its own legitimate business purposes, including:
The Data Processing Schedule forms part of the Agreement.
Nothing in the Agreement changes a Party’s legal status where Data Protection Law determines that status differently based on the Party’s actual activities.
The Client is responsible for ensuring that:
Each Party receiving Confidential Information (“Recipient”) must:
“Confidential Information” means information that is identified as confidential or that a reasonable person would understand to be confidential given its nature and the circumstances of disclosure.
Confidential Information does not include information that the Recipient can demonstrate:
The Recipient may disclose Confidential Information where required by law, court order or regulatory authority, provided that it gives advance notice where legally permitted.
These confidentiality obligations continue for five years after termination. Obligations relating to trade secrets and Personal Data continue for as long as that information remains protected or confidential by its nature or under applicable law.
Vlok may use subcontractors and third-party providers to provide the Service, including providers of:
Certain features depend on third-party networks and services that Vlok does not directly control.
Vlok remains responsible for its contractual obligations, subject to the limitations and exclusions in the Agreement.
Sub-processors handling Personal Data are governed by the Data Processing Schedule.
Vlok may replace a provider or alter the technical delivery of the Service where this does not materially reduce the core functionality purchased by the Client.
Vlok may update, modify, replace or discontinue features of the Service to:
Vlok will not intentionally remove material core functionality during a paid subscription period without reasonable notice, except where urgent action is required for legal, security or technical reasons.
Where a change materially reduces the core functionality purchased by the Client and Vlok does not provide a reasonably equivalent alternative, the Client may cancel the affected Service early by giving written notice.
Vlok may update these Terms and other legal policies from time to time.
Updated documents will take effect on the date stated in the updated document or notice.
Vlok will provide reasonable notice of a material change through email, the Client account, the Service or another appropriate method.
Changes may take effect immediately where reasonably necessary to:
Where a material change substantially disadvantages the Client, the Client may cancel the affected Service before the change takes effect or within 30 days after receiving notice, whichever is later.
Where the Client exercises that right, cancellation may take effect early without an additional early-termination charge. Fees already incurred remain payable.
Continued use of the Service after the effective date of an updated document constitutes acceptance of the updated Agreement.
Fee changes are governed separately by section 13.
The Service is provided on an “as available” basis.
To the fullest extent permitted by law, Vlok does not warrant that:
No statement about potential savings, Booking increases, call handling or other results constitutes a guarantee.
Nothing in the Agreement excludes any express obligation Vlok has agreed in an Order Form.
Nothing in the Agreement limits or excludes either Party’s liability for:
Subject to the paragraph above, Vlok will not be liable for:
Subject to the first paragraph of this section, Vlok’s total aggregate liability arising out of or in connection with the Agreement, whether in contract, tort including negligence, breach of statutory duty, misrepresentation or otherwise, will not exceed the total Fees paid or payable by the Client to Vlok during the 12 months immediately preceding the event giving rise to the first claim.
If the event giving rise to the claim occurs during the first 12 months of the Agreement, the cap will be the total Fees paid or payable from the start of the Agreement to the date of that event.
Vlok will not be liable to the extent that a loss results from:
The exclusions and limitations in this section apply only to the fullest extent permitted by law.
Neither Party will be liable for delay or failure to perform an obligation, other than an obligation to pay Fees already due, where the delay or failure results from circumstances outside its reasonable control.
Such circumstances may include:
The affected Party must take reasonable steps to reduce the effect of the event and resume performance.
If a force majeure event materially prevents the Service from operating for more than 30 consecutive days, either Party may terminate the affected Service by written notice.
The Client may not assign, transfer or novate the Agreement without Vlok’s prior written consent.
Vlok may assign, transfer or novate the Agreement:
Vlok may subcontract its obligations but remains responsible for their performance, subject to the Agreement.
Notices under the Agreement must be in writing.
Vlok may send notices to the Client’s registered account email address, billing email address or another contact supplied by the Client.
The Client must keep its contact details current.
A notice sent by email will be treated as received on the next Business Day after it is sent, unless the sender receives a delivery-failure notification.
Notices to Vlok must be sent to the legal or support email address published on Vlok’s website, except that cancellation notices must follow the cancellation procedure in section 17.
Vlok may identify the Client internally for account administration and service delivery.
Vlok will not publicly use the Client’s name, logo or branding as a customer reference, testimonial or case study without the Client’s consent, unless the Order Form expressly permits that use.
The Client may provide suggestions, ideas or feedback about the Service.
The Client grants Vlok a perpetual, worldwide, royalty-free right to use that feedback to operate, improve and develop its products and services, provided that Vlok does not publicly identify the Client as the source without permission.
The Agreement constitutes the entire agreement between the Parties concerning its subject matter and supersedes previous discussions, proposals and representations relating to that subject matter.
Nothing in this section excludes liability for fraud or fraudulent misrepresentation.
The Parties are independent contractors.
Nothing in the Agreement creates a partnership, joint venture, employment relationship, fiduciary relationship or agency between the Parties.
Neither Party may bind the other except where expressly authorised.
A delay or failure to exercise a right does not waive that right.
A waiver is effective only where made in writing and applies only to the circumstances for which it is given.
If any provision of the Agreement is found invalid, unlawful or unenforceable, it will be modified to the minimum extent necessary to make it enforceable.
If modification is not possible, that provision will be removed and the remaining provisions will continue in effect.
A person who is not a Party to the Agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
The Client confirms that it has not relied on any statement or promise not expressly included in the Agreement.
Nothing in this section excludes liability for fraud or fraudulent misrepresentation.
Headings are for convenience only and do not affect interpretation.
Words including “including”, “includes” and “such as” are illustrative and do not limit the words preceding them.
A reference to writing includes email unless expressly stated otherwise.
The Agreement and any non-contractual obligations arising out of or in connection with it are governed by the law of England and Wales.
The courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Agreement.
This Data Processing Schedule applies where Vlok processes Personal Data on behalf of the Client in connection with the Service.
For that processing:
Nothing in this Schedule relieves either Party of its direct responsibilities under Data Protection Law.
Provision of the AI-powered call-handling, booking, messaging, reporting and associated services.
For the duration of the Agreement and any limited retention or deletion period following termination.
The processing may include:
Data Subjects may include:
Personal Data may include:
The Client must not instruct Vlok to process more Personal Data than is reasonably necessary.
Vlok will process Personal Data only:
If Vlok is legally required to process Personal Data outside the Client’s instructions, Vlok will inform the Client before doing so unless prohibited by law.
Vlok will notify the Client if, in Vlok’s reasonable opinion, an instruction infringes applicable Data Protection Law.
Vlok will ensure that persons authorised to process Personal Data:
Vlok will implement appropriate technical and organisational measures designed to protect Personal Data against:
Measures may include, where appropriate:
Security measures may evolve as technology, risks and the Service develop.
The Client gives Vlok general written authorisation to appoint sub-processors to support the Service.
Vlok will:
The Client may raise a reasonable, evidence-based data-protection objection to a new material sub-processor.
The Parties will work in good faith to resolve the objection. Where no reasonable solution is available, Vlok may allow the Client to terminate the affected Service.
Vlok will not make a restricted transfer of Personal Data outside the United Kingdom unless:
The Client authorises transfers that comply with this section.
Taking into account the nature of the processing, Vlok will provide reasonable assistance to the Client in responding to requests from Data Subjects exercising their rights.
Where Vlok receives a request relating to Client Data, it may refer the requester to the Client unless Vlok is legally required to respond directly.
The Client remains responsible for assessing and responding to requests in its capacity as Controller.
Vlok will notify the Client without undue delay after becoming aware of a Personal Data Breach affecting Client Data.
Where available, the notification will describe:
Vlok may provide information in stages where all details are not immediately available.
The Client is responsible for determining whether notification to a regulator or Data Subject is legally required.
Taking into account the nature of processing and information available to Vlok, Vlok will provide reasonable assistance with:
Vlok may charge reasonable Fees for substantial assistance that arises from the Client’s activities, instructions or non-compliance, except where the assistance is required because of Vlok’s breach of the Agreement.
Following termination, Vlok will, at the Client’s choice and subject to technical availability:
Vlok may retain Personal Data where required by law or contained in secure backups that cannot reasonably be immediately altered, provided that retained information remains protected and is not used for another purpose.
The Client must request any available export within the period stated by Vlok.
Vlok will make available information reasonably necessary to demonstrate compliance with this Schedule.
The Client may conduct an audit where:
Unless urgent circumstances require otherwise:
Vlok may charge reasonable costs for an audit that is unusually burdensome or requested more than once in a 12-month period, unless the audit identifies a material breach by Vlok.
The Client warrants that:
Liability arising under this Schedule is subject to the liability provisions in the Terms, except to the extent that applicable Data Protection Law prohibits a limitation.
The following information should be completed in the applicable Order Form or Fees and Billing Policy:
