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Terms of Service

Last updated 1 October 2026

These Terms of Service (the “Terms”) are an agreement between you (the business that creates a workspace, “you”) and Lolla (“Lolla”, “we”, “us”). By creating an account, connecting a channel, or using the service you agree to these Terms. If you do not agree, do not use the service.

1. The service

Lolla is an AI front-desk and concierge platform for hotels, restaurants and travel agencies. It brings your guest conversations from channels such as Booking.com, Airbnb, Expedia, WhatsApp, Instagram, Facebook, Telegram and email into one inbox, drafts replies in the guest’s own language, and helps you manage reservations, approvals, knowledge and analytics. You choose whether replies are draft-first (you approve each send) or autopilot (Lolla auto-sends low-risk replies and escalates sensitive ones). You remain responsible for what is sent from your accounts.

2. Your account

You must provide accurate sign-up details and keep your credentials secure. You are responsible for activity under your workspace, including the actions of teammates you invite and the roles you assign them. You must have the right to connect any third-party account (OTA, messaging or payment provider) you link to Lolla and to comply with that provider’s own terms.

3. Pricing & billing

  • Prices are in US dollars (USD). Starter is $39 a month and Pro is $99 a month, each for one property.
  • Scale is priced per branch, where each property on the bill is a branch: $199 for branch 1, $149 each for branches 2-5 and $119 each for branches 6-15. From branch 16 the price is a custom quote from Lolla. For example, 6 branches cost $914 a month.
  • You can pay monthly or yearly. A yearly plan costs 10 times the monthly price, so two months are free.
  • New accounts start on Starter with a 14-day free trial, and the first invoice is issued when it ends. There is no setup fee.
  • Invoices are paid in Egyptian Pounds (EGP) through our payment processor, Kashier. Each invoice carries an EGP amount, converted from USD at the exchange rate on the day the invoice is issued, plus a small buffer for currency movement.
  • Automatic payments charge the EGP amount fixed when the invoice is issued, not the live exchange rate at the time of the charge. If you pay an invoice by hand instead, the EGP amount is worked out at the live rate, plus the same buffer, when you start that payment, and the invoice then carries that amount.
  • Adding a branch yourself: when you add a branch from your dashboard, we show you the new total first and add the branch only once you agree.
  • Branches added by Lolla: a branch that Lolla adds for you, either by attaching an existing property to your bill or as any branch past 15, is priced as agreed with Lolla, not through that step.
  • Invoice for a new branch: however a branch is added, we invoice it at once for the rest of your current billing period, in proportion to the days left. From your next invoice it is part of your full bill.
  • Removing a branch (by deleting its property): it stays billed through the period already invoiced, that amount is not refunded, and it drops off your next invoice.
  • Discounts are set by Lolla and apply to your whole bill, every branch included.
  • There is no separate cancel button: you end your subscription by deleting your workspace in Settings, then Data & privacy, which permanently removes its data and cancels its subscription, so there are no further charges. A workspace that has other branches on its bill cannot be deleted until those branches are removed first. We do not refund the current period unless required by law.
  • If an invoice is not settled, we may pause your workspace, and every branch on its bill, until payment is received. We never store card data; payment details are handled by Kashier.

4. Acceptable use

You agree not to use Lolla to:

  • send spam, unsolicited bulk messages, or content that violates a channel’s rules;
  • break any applicable law, or infringe anyone’s rights or privacy;
  • upload malware, attempt to breach security, or disrupt the service;
  • misrepresent yourself as someone you are not, or impersonate Lolla.

5. AI-generated content

Lolla uses AI models to draft messages and suggestions. AI output can be inaccurate, incomplete, or unsuitable for a given situation. You are responsible for reviewing content before it is sent - this is why draft-first is the default. We do not warrant that AI-generated text is accurate, appropriate or compliant, and you should not rely on it for legal, medical, financial or other professional advice. When autopilot is enabled, you accept that low-risk replies may be sent automatically under the rules you configure.

6. Your data

You retain ownership of your workspace data, including guest messages, contacts and bookings. As between you and Lolla, you are the controller of your guests’ personal data and Lolla processes it on your behalf to provide the service. How we process data, our sub-processors, retention, and your export and deletion rights are described in our Privacy Policy.

7. Availability & support

We work to keep Lolla available and reliable but do not guarantee uninterrupted service. Maintenance, third-party outages (for example an OTA, messaging or AI provider) and factors outside our control may affect availability. For help, contact support@lollaai.com.

8. Disclaimers & liability

The service is provided “as is” and “as available” without warranties of any kind, to the fullest extent permitted by law. To the maximum extent permitted by law, Lolla is not liable for indirect, incidental, special or consequential damages, or for lost profits, revenue, data or goodwill. Our total liability for any claim relating to the service is limited to the fees you paid us in the three months before the event giving rise to the claim.

9. Termination

You may stop using Lolla and delete your workspace at any time from Settings → Data & privacy; deleting a workspace permanently removes its data and cancels its subscription. We may suspend or terminate access if you breach these Terms or fail to pay. On termination, the rights granted to you end and we may delete your data after any legally required retention period.

10. Changes

We may update these Terms as the product and law evolve. Material changes will be reflected by a new “last updated” date and, where appropriate, an in-product notice. Continuing to use Lolla after a change means you accept the updated Terms.

11. Contact

Questions about these Terms? Email support@lollaai.com.