BellReserve Privacy Policy

1. The Short Version

Here is the short version of how BellReserve handles personal information:

• BellReserve provides restaurants with an AI voice receptionist that answers inbound telephone calls and can assist with reservations, orders, questions, catering inquiries, complaints, and requests for a human transfer.
• There are two different groups of people whose information we handle: restaurants that subscribe to BellReserve and people who call those restaurants.
• For restaurant account information, BellReserve generally acts as a controller/business.
• For information belonging to a restaurant’s callers, BellReserve generally acts as the restaurant’s service provider/processor, processing that information on the restaurant’s documented instructions.
• Calls handled through BellReserve are recorded and transcribed. Call recordings are hosted by our voice provider, Retell AI, and BellReserve stores a URL pointing to the recording rather than a copy of the audio file.
• We do not create or store voiceprints or other biometric identifiers from call audio.
• BellReserve does not take payment-card information over the telephone and does not process payment-card data through the platform.
• BellReserve does not sell or share personal information for cross-context behavioral advertising.
• If you are a restaurant caller and your request concerns an order, reservation, complaint, or other information collected during your call, you should generally contact the restaurant you called. BellReserve will assist the restaurant where appropriate.
• BellReserve is not an emergency service, medical service, or substitute for a human decision-maker.

2. Scope and Our Two-Tier Privacy Roles

BellReserve is operated by UnicodeTech Pvt. LTD.

BellReserve is a business-to-business software platform for restaurants. Restaurants use BellReserve to provide an AI-powered telephone receptionist to their customers and to manage related information through a web dashboard.

This Privacy Policy applies to information processed through BellReserve, our website, our dashboard, and related services.

2.1 Restaurant Customers

A restaurant that subscribes to BellReserve is a Customer, Restaurant, or Subscriber.

For information relating directly to the restaurant’s BellReserve account, including the restaurant owner’s name, email address, account credentials, restaurant configuration, and subscription-related information, BellReserve acts as the controller/business.

2.2 End Callers

An End Caller, Caller, or Guest is a member of the public who calls a restaurant using a telephone number connected to BellReserve.

When BellReserve processes an End Caller’s information on behalf of a Restaurant—for example, information concerning an order, reservation, delivery, or question—the Restaurant generally determines why that information is collected and how it should be used.

In that situation, BellReserve acts as the Restaurant’s service provider/processor.

3. Information We Collect

3.1 Information From End Callers

During a call, BellReserve may process:

• Your name.
• The spelling of your name when you spell it out.
• Your telephone number.
• Your delivery address.
• Delivery instructions.
• The latitude and longitude associated with a delivery address when geocoding is required.
• Menu items ordered.
• Quantities and modifiers.
• Special order requests.
• Order price totals.
• Reservation date and time.
• Reservation party size.
• Restaurant branch or location selected.
• Reservation notes.
• Food allergies stated by the caller.
• Special-occasion information.
• Accessibility requests.
• Catering inquiries.
• Large-party requests.
• Lost-item reports, including item descriptions and contact information.
• Complaints associated with an order.
• Urgent messages.
• Information necessary to complete a requested human transfer.

Address geocoding is performed through the Google Maps Platform Geocoding API.

3.2 Call Recordings and Transcripts

Calls handled through BellReserve are recorded and hosted by Retell AI.

BellReserve does not store a copy of the underlying audio file. Instead, BellReserve stores a URL that points to the recording hosted by our voice provider.

BellReserve also stores the full turn-by-turn text transcript of the interaction in its database.

Call-related information may additionally include:

• Call ID.
• Timestamps.
• Call duration.
• Latency information.
• AI tools used during the call.
• Tool arguments.
• Success and failure codes.
• Call outcome.
• Token counts.
• Per-call cost information.

We do not create or store voiceprints or other biometric identifiers from call audio.

3.3 Restaurant Account Information

For Restaurants, we may collect:

• Owner’s full name.
• Email address.
• Password information, stored as a hash rather than plaintext.
• One-time password/reset codes, stored as SHA-256 hashes rather than plaintext.
• Restaurant business name.
• Time zone.
• Branch locations.
• Branch addresses and coordinates.
• Opening hours.
• Holiday schedules.
• Seating capacity.
• Table count.
• Delivery radius.
• Catering configuration.
• Menu items.
• Menu prices.
• Menu descriptions.
• Restaurant telephone configuration.
• Telephone number supplied by the Restaurant.
• SIP trunk credentials generated for provisioning.

Where a Restaurant supplies Twilio account credentials for provisioning, those credentials are used in memory during the provisioning request and are not written to our database or returned in API responses.

3.4 Automatically Collected Information

We automatically collect certain technical information when users access our services, including:

• IP address.
• Request logs.
• Standard application logs.
• Standard access logs.
• Technical information necessary to operate, secure, troubleshoot, and monitor the Service.

We do not use this information to create a behavioral advertising profile for End Callers.

4. Calls Are Recorded and Transcribed

Calls placed to a restaurant through BellReserve are recorded and transcribed.

Recording and transcription allow BellReserve and the Restaurant to:

• Process orders.
• Create and manage reservations.
• Respond to questions.
• Maintain call history.
• Review call outcomes.
• Diagnose service failures.
• Support human transfers.
• Improve reliability and operational performance.
• Provide the Restaurant with dashboard functionality.

The Restaurant is responsible for ensuring that its telephone greeting, call flow, disclosures, and practices comply with applicable federal and state recording laws.

This is particularly important because call-recording requirements vary by jurisdiction. Some states require consent from all parties to a recorded conversation.

BellReserve’s Terms of Service require Restaurants to configure and operate the Service in compliance with applicable recording and consent laws.

4.1 No Voiceprints

BellReserve does not create or store voiceprints, voice biometric templates, or other biometric identifiers from call recordings.

4.2 No Telephone Payment-Card Collection

BellReserve does not collect payment-card numbers through its AI telephone agent and does not process payment-card information through the Service.

5. How We Use Information

5.1 Providing the Service

We process information to:

1. Answer inbound telephone calls.
2. Understand caller requests.
3. Process restaurant orders.
4. Create and manage reservations.
5. Answer restaurant-specific questions.
6. Provide menu and business information.
7. Process catering and large-party requests.
8. Record lost-item reports and complaints.
9. Deliver urgent messages to Restaurants.
10. Facilitate human transfers.
11. Display call history, orders, reservations, customers, usage, and notifications in the Restaurant dashboard.

5.2 Operating and Securing BellReserve

We use information to:

• Authenticate accounts.
• Process password resets.
• Monitor system performance.
• Diagnose errors.
• Prevent abuse.
• Protect against unauthorized access.
• Verify webhook requests.
• Maintain service reliability.
• Maintain tenant isolation.
• Enforce account and usage limits.

5.3 Business Operations

We may use Restaurant account information to:

• Communicate about the Service.
• Provide support.
• Send transactional emails.
• Manage subscriptions and usage.
• Maintain business records.
• Comply with legal obligations.

5.4 Product Improvement

We may use aggregated and de-identified information to understand service performance, identify trends, improve reliability, and develop the Service, subject to applicable law and the commitments in our agreements with Restaurants.

6. Legal Bases for Processing Where GDPR/UK GDPR Applies

Where applicable, we process personal information under one or more of the following legal bases:

• Performance of a contract: where processing is necessary to provide BellReserve or perform a contract.
• Legitimate interests: where processing is reasonably necessary to operate, secure, maintain, and improve the Service and those interests are not overridden by applicable rights.
• Legal obligation: where processing is necessary to comply with law.
• Consent: where consent is required and obtained.

For End Caller information processed on behalf of a Restaurant, the Restaurant is generally responsible for determining the appropriate legal basis and providing required notices.

Where BellReserve acts as a processor, we process information according to the Restaurant’s documented instructions and applicable processor obligations.

7. How We Disclose Information

We disclose information only as reasonably necessary to operate BellReserve, comply with law, protect rights, or perform the services requested by our Customers.

7.1 Service Providers

7.2 Legal and Compliance Disclosures

We may disclose information when reasonably necessary to:

• Comply with law, regulation, legal process, or governmental requests.
• Enforce our agreements.
• Investigate suspected fraud or abuse.
• Protect BellReserve, Restaurants, Callers, or others.
• Respond to emergencies where legally permitted.

7.3 Corporate Transactions

If BellReserve is involved in a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar transaction, information may be transferred as part of that transaction, subject to applicable confidentiality and privacy requirements.

7.4 No Sale or Cross-Context Behavioral Advertising

We do not sell or share personal information for cross-context behavioral advertising.

8. AI and Automated Processing

BellReserve uses an AI voice agent to interpret caller speech and generate responses.

The AI may:

• Understand questions.
• Identify requested menu items.
• Extract order details.
• Extract reservation details.
• Ask follow-up questions.
• Retrieve restaurant information.
• Execute configured restaurant tools.
• Provide responses using information supplied by the Restaurant.
• Initiate a human transfer.

AI output can be incorrect. The system may misunderstand names, addresses, order details, reservation details, allergies, or other information.

BellReserve does not make legally significant automated decisions about End Callers based solely on automated processing.

8.1 AI Disclosure

The BellReserve AI is intended to identify itself as an automated assistant. Restaurants may not configure or instruct BellReserve to falsely represent the AI as a human.

8.2 Model Training

BellReserve’s intended policy is that our sub-processors are not permitted to use Restaurant or End Caller content to train general-purpose models.

This commitment should be contractually verified with each applicable sub-processor before publication.

9. Security

We use security measures appropriate to the nature of the Service, including:

• Encrypted transport for communications.
• Hashed passwords.
• SHA-256 hashing of password-reset one-time codes.
• Role-scoped access.
• Per-Restaurant data isolation.
• Webhook signature verification.
• Avoiding persistence of supplied Twilio provisioning credentials.
• Access and application logging.

No method of transmitting or storing information is completely secure. We cannot guarantee absolute security.

We do not claim SOC 2, ISO 27001, HIPAA, PCI certification, penetration testing, or any other certification or assessment unless expressly confirmed in writing.

10. Your Privacy Rights

Depending on where you live, you may have privacy rights under applicable law.

These may include the right to:

• Know or access personal information.
• Request correction.
• Request deletion.
• Request portability.
• Object to certain processing.
• Restrict certain processing.
• Withdraw consent where processing is based on consent.
• Appeal a privacy-rights decision where applicable.
• Exercise rights through an authorized agent where permitted.

We may need to verify your identity before fulfilling a request.

We will not discriminate against you for exercising a privacy right.

10.1 End Callers

If you are an End Caller, please direct requests concerning an order, reservation, call transcript, delivery address, complaint, or other information collected during a restaurant call to the Restaurant you called.

The Restaurant generally determines how that information is used. BellReserve will assist the Restaurant as required by applicable law and our contractual obligations.

10.2 California and Other US State Rights

Where applicable, residents of California and other US states with comprehensive privacy laws may have additional rights.

BellReserve does not sell personal information and does not share personal information for cross-context behavioral advertising.

Where required, we will provide legally required disclosures concerning categories of information collected, purposes, sources, recipients, and applicable rights.

10.3 Authorized Agents

Where applicable law permits an authorized agent to submit a request on your behalf, we may require reasonable documentation demonstrating the agent’s authority.

10.4 Appeals

Where applicable law provides a right to appeal a privacy decision, instructions for submitting an appeal will be provided with the relevant decision.

11. International Transfers

BellReserve is intended primarily for US business customers.

Where applicable to customers or End Callers in the European Economic Area, United Kingdom, or other jurisdictions imposing international-transfer requirements, personal information may be transferred to countries outside the individual’s country of residence.

Where required, BellReserve will use appropriate legal mechanisms for international transfers, which may include Standard Contractual Clauses or another legally recognized transfer mechanism.

12. Children’s Privacy

BellReserve is a B2B service and is not directed to children under 13.

We do not knowingly collect personal information from children under 13.

If you believe a child under 13 has provided information through BellReserve, contact us using the information below.

13. Third-Party Sites and Integrations

BellReserve may integrate with or link to third-party services.

Third-party services, including Retell AI, Twilio, Google Maps Platform, and other providers, have their own terms and privacy practices.

BellReserve is not responsible for the privacy practices of third parties operating independently from BellReserve.

14. Changes to This Policy

We may update this Privacy Policy from time to time.

When we make material changes, we will update the “Last Updated” date and provide additional notice where required by law.

Your continued use of BellReserve after an updated Policy becomes effective is subject to the updated Policy to the extent permitted by law.

15. Contact Us