Domo Heard — Terms of Service

1. What Domo Heard does

You put up a QR code in your shop, café, clinic or counter. A guest scans it and speaks — or types — whatever they want to tell you. Our AI turns each message into an echo: a transcript and a short summary. It groups related echoes into signals, our best guess at a pattern worth your attention. You get a morning digest, a dashboard, email notifications, and urgent alerts to the people you choose.

That's the product. We'll keep improving it, and we won't quietly take away the parts you're paying for. If something outside our control forces us to drop a feature — a service we depend on changes its rules, say — we'll tell you, and if it genuinely matters to you, section 15 applies.

2. Your account

Onboarding is by invitation. We prepare your business details, you review them at your welcome link, and you create the account. You can edit your business information any time in Settings — please keep it accurate, because your invoice and your guest-facing pages are built from it.

To sign up you must be 18 or older, running a real business, and authorised to agree to these terms on its behalf. One account covers one business and its locations — not several unrelated companies. Keep your login private: anything done from your account is treated as done by you, so email us straight away if you think someone else has got in.

3. What you pay

Plans are annual and prepaid. For example, the Listen plan is Rs 9,999 per year plus GST and includes 360 echoes for the year, pooled across your locations. GST is added at the rate applicable at the time.

Three promises, and we'd like you to hold us to them:

• No auto-renewal. Ever. Your year ends when it ends. We'll email you before it does, and if you want another year you choose it and pay again. We will never take money from you without you deciding to pay.
• No mid-year price change. What you paid holds for the full year you paid for. New prices only apply to a new year you choose to start.
• No refunds. Because nothing is ever charged by accident, we don't do refunds, part-refunds or pro-rata credits. If you cancel, your plan simply runs to the end of the year you've paid for, with full access until then, and then stops.

There are exactly two exceptions to "no refunds", and we'll honour them without being asked twice: if we shut Domo Heard down or end your account for a reason that isn't your fault (section 14), and if you leave within 30 days of a change to these terms that genuinely disadvantages you (section 15). In both cases we refund the unused part of your year, pro-rata. And if Indian law ever requires a refund in a particular case, the law wins — we're not trying to contract out of that.

Invoices are due as stated on the invoice. If payment doesn't arrive we may pause the dashboard until it does, but we will always still give you your data (section 5) — we won't hold it hostage over a bill.

4. Echoes and top-ups

One echo is one guest message that we transcribe and summarise. Your allowance is for the year and is pooled, so a busy month borrows from a quiet one.

We'll email you as you get close to your limit, and you can buy a top-up at the rate we quote at the time. Top-ups are prepaid and belong to the plan year you bought them in. Unused echoes don't carry over into a new year.

QR codes are open to the public, so a competitor or a prankster can scan one. We apply rate limits and we can block a submitter. If you're hit with a run of junk or abusive messages, tell us — we'll look at it and credit back echoes that were obviously not real guest feedback. We'd rather be generous here than argue about it.

5. Your data is yours

Everything that comes in through your QR codes — the recordings, the echoes, the summaries, the signals — belongs to your business. We hold it and process it on your behalf so the product works. We don't sell it, we don't rent it, and we don't give it to anyone else except where the law requires it or where a service we use needs it to deliver the product (transcription, WhatsApp confirmations, email, hosting).

Email hello@domogo.ai and we'll export your data to you, or delete it. We aim to do either within 30 days. The one thing we can't delete is what Indian tax and company law makes us keep — invoices and payment records.

We learn, so Heard gets better for you. We use how the product is used — and patterns combined across businesses with names and details stripped out ("cafés get more echoes on weekends") — to improve Heard and build new features that help your business directly. What we never do with your data: sell it, show your guests' words to another business, use anything that identifies you or a guest, or use it to advertise to your guests.

6. Your guests' personal data

A guest speaking into your QR code is telling you something. In the language of India's Digital Personal Data Protection Act, 2023: you decide why that data is collected, and we process it for you, on your instructions. A voice recording is personal data. So is a phone number, if a guest chooses to leave one.

Some of this is our job:

• We show every guest a short, plain privacy note in the flow, before they send anything. Leaving a phone number is always optional.
• Phone numbers are stored encrypted, and every time one is viewed, it's logged.
• If a guest comes to us directly and asks us to delete their message or their number, we'll do it and tell you afterwards. You agree we can act on a guest's own request without waiting for your permission — that's their right, not a favour. If there's a live legal reason to keep something, we'll say so instead.

And some of it can only be yours:

• Put the QR where a guest can see what it is. This is a place to leave a message, not a hidden microphone. Don't use Domo Heard to record staff, meetings, or anyone who hasn't chosen to speak.
• Use what you hear fairly: to fix things and to reply. Not to market, not to publish someone's message, not to punish a guest for complaining.
• Don't invite children to use it. Domo Heard is for adults; if we learn a message came from a child, we'll delete it.
• If a guest asks you to delete what they said, pass it to us and we'll delete it.

Deletion has an honest limit: we can remove the recording and the transcript, but we can't unread it for someone who already read it, and we can't undo a decision you already made because of it.

7. Voice, transcription and AI

Recordings are transcribed and summarised automatically by AI services we use as our processors. We only use providers whose terms say they won't use your content to train their own models — and if we ever can't get that commitment from a provider, we'll tell you before we switch to them. Some of these services process data outside India; ask us and we'll tell you which services we use.

Transcription isn't perfect. Accents, kitchen noise, music, and switching between languages mid-sentence all cost accuracy, and a summary compresses further. When something matters, read the full transcript rather than the summary alone, and remember it's a good-faith version of what was said, not a court record.

8. Signals are guesses, not findings

This one matters, and we say it inside the product too: signals, summaries and priorities are the AI's guesses. They exist to point your attention somewhere. They are not proof that anything happened, and they are not verified facts about your food, your suppliers, or your staff.

Before you act on one — talking to a supplier, disciplining an employee, changing a recipe, replying to a guest — check it yourself. Be especially careful with anything a guest says about a named person; an accusation in an echo is an allegation, not a finding. Every decision about your business stays yours, and so does the responsibility for it. If the AI gets something wrong, tell us. We genuinely want to know.

9. Urgent alerts are best-effort — not an emergency service

Please read this twice.

When an echo looks urgent, we try to alert the recipients you've chosen, fast. We try hard. But an alert has to survive every link in a chain: the guest actually saying it, the AI recognising it as urgent, our systems, the mobile network, WhatsApp, email, and a human being reading the notification. Any of those can be slow, wrong, or down.

Never rely on Domo Heard where a delay could hurt someone. If a guest reports an allergic reaction, food poisoning, injury, a threat, a fire, or anything else urgent, that is a real-world emergency and must be handled by real-world means — your staff, your manager, a doctor, 112. Keep your existing safety procedures exactly as they are, and never make Domo Heard your only channel for anything safety-critical.

Domo Heard is a listening tool. It is not a safety system, not a monitoring service, and not a way to reach emergency help. To the fullest extent Indian law allows, we aren't liable for harm arising from an alert that was late, missed, misclassified, or never delivered — and where the law doesn't allow that, section 13 applies.

10. WhatsApp messages to your guests

If a guest leaves a phone number, they get one WhatsApp message confirming that their message reached you. It comes from Domo Heard's WhatsApp account, not yours, and it says so. We send confirmations only — no marketing, no follow-ups, and nothing you've written. If we ever add anything more, we'll tell you and your guests first. Delivery depends on WhatsApp, so we can't promise every message lands.

11. Fair use

Please don't use Domo Heard to break the law, record anyone without their knowledge, collect data you have no right to collect, spam or harass your guests, submit fake echoes to inflate your numbers or attack someone, upload malware, or scrape, overload, resell or reverse-engineer the service.

If something you did or failed to do under section 6 or this section causes a guest, an employee or a regulator to bring a claim against us, you'll cover the reasonable, documented costs we actually incur because of it. We'll tell you as soon as we hear about the claim, let you take part in handling it, and we won't settle it without asking you first.

12. Availability

We're a young product from a small team. We work hard to keep Domo Heard running and we'll tell you plainly when something breaks. But at this stage we don't offer an uptime guarantee, service credits, or a promised response time. There will be maintenance, and occasionally outages — including ones caused by things we don't run: hosting, networks, WhatsApp, email providers, power cuts. Beyond what Indian law requires of us, the service comes as it is.

13. What we're responsible for

We'll do our job honestly and carefully. But if we're at fault, our total liability to you for everything connected with Domo Heard, added together, is capped at the fees you actually paid us in the twelve months before the problem arose. If you're still in your first year, that's what you've paid so far.

We're not liable for indirect losses: lost profit, lost customers, lost reputation, or lost data you could have exported and didn't.

Nothing here limits liability that Indian law says can't be limited — including for fraud, and for death or personal injury caused by our negligence.

14. Ending it

You can stop using Domo Heard whenever you like — just email us. Your plan runs to the end of the year you've paid for, and there's no refund (section 3).

We can suspend or end your account if you don't pay, if you break section 6 or section 11, or if your use puts guests, us, or the service at risk. Except where someone is being harmed and we have to act immediately, we'll warn you first and give you a fair chance to fix it. If we end your account for one of those reasons, the unused part of your year isn't refunded. If we end it for a reason that isn't your fault — including shutting Domo Heard down, for which we'll give you at least 30 days' notice — we'll help you export everything and refund the unused part of your year.

After an account closes we keep your data for 30 days in case you want it back, then delete it. Say the word and we'll delete it sooner.

15. Changes to these terms

If we change these terms, we'll email you at least 30 days before the change applies and say plainly what changed. If a change is forced on us immediately by law or by a security problem, we'll make it and tell you as soon as we can.

If you don't like a change, you can stop using the service — and if the change genuinely disadvantages you and you leave within 30 days of us telling you, we'll refund the unused part of your year.

16. The small print that still matters

Your agreement with us is these terms plus your invoice and the plan details we sent you at onboarding; if they disagree, the invoice and plan details win on price and quota, and these terms win on everything else. If a court finds one clause unenforceable, the rest still stands. If we don't enforce something once, we haven't given up the right to enforce it later. You can't transfer your account to another company without asking us. If Domogo AI is ever sold, these terms and your data go with it on the same footing, and we'll tell you.

17. Law and courts

Indian law applies, and the courts in Bengaluru, Karnataka have exclusive jurisdiction. Before anyone goes near a court, please email hello@domogo.ai — almost everything gets sorted out that way.

18. Talk to us

hello@domogo.ai — questions, complaints, exports, deletions, or to tell us the AI got something wrong.

Thanks for letting us help you hear your guests.