Terms of service

1. What Allo is

Allo is a friendly AI that rings your parent for a chat and, with their word-for-word approval, shares their stories and news with the family members they choose. Allo is an AI, not a person, and says so on every call. Calls are recorded, and Allo reminds your parent of this at the start of each call.

Allo is not an emergency, medical or care service. If your parent mentions something urgent on a call, Allo tells them to ring the local emergency number. Allo does not monitor anyone’s health or safety, and updates are not a way to raise an alarm.

Like any AI, Allo can mishear or misunderstand. Your parent hears every update read back before it is shared.

2. Who can use Allo

• You must be 18 or over. You can live anywhere.
• Allo rings parents in the UK, Ireland, Canada, Australia and New Zealand, in English.
• Your parent must agree to the calls themselves, and be able to understand what Allo is, what gets shared and how to say no. You confirm you have told your parent about Allo before the first call.
• You must give us a phone number your parent uses, and accurate details.

3. The first call

On the first call, Allo introduces itself, explains how it works and asks your parent whether they would like to continue, and who in the family may hear their news. If they say no, the call ends kindly, we let you know and we refund you in full.

If your parent doesn’t answer, Allo tries again within calling hours and lets you know if it can’t reach them.

4. Calls

• Your plan includes a weekly call from Allo, about 10 minutes, on the day and time window you choose, plus a second call each week when your parent rings Allo.
• Allo rings only between 09:00 and 20:00 in your parent’s local time.
• Your parent can leave a message for you by ringing Allo at any time.
• Extra calls beyond your plan are available only if you approve them, at the price shown when you approve. Allo never sells to your parent.
• You can change the day, time or topics by replying to any email from us. Your parent can move a call by asking Allo.

Calls depend on phone networks and third-party services. If a call fails for reasons on our side, we’ll try again or make it up.

5. Price and payment

Allo costs £19 a month, including any VAT that applies. You pay £19 when you sign up, for your first month, which starts with the first call. Your subscription then renews automatically every month from one month after the first call, and we charge the card you used until you cancel.

Payments are taken by Stripe. Allo never asks your parent, or you, for payment or card details on a phone call. Anyone who does is not Allo.

If we change the price, we’ll email you at least 30 days before it applies, and you can cancel before then.

6. Refunds and the 30-day money-back guarantee

• Full refund anytime before the first call.
• Full refund if your parent decides on the first call that Allo isn’t for them.
• 30-day money-back guarantee: if you’re not happy within 30 days of the first call, email us and we’ll refund your first month in full.

Refunds go back to the card you paid with, usually within 5 to 10 working days.

Under UK consumer law you also have 14 days from sign-up to change your mind. The guarantee above gives you the same or more, so you don’t need to choose between them. Nothing in these terms affects your legal rights.

7. Cancelling

You can cancel at any time by emailing us or replying to any email from us. Calls continue until the end of the month you have paid for, and you won’t be charged again. Your parent can stop the calls at any time by telling Allo or by emailing us, and we’ll let you know.

After you cancel, you can download the updates shared with you for 90 days.

8. What gets shared

Before anything is shared, Allo writes a short update in your parent’s own words and reads it back to them exactly as it will be sent, naming who will receive it. Your parent can say yes, change it or keep it private. Family members receive only what your parent approved for them. For a story, Allo also asks whether your parent would like to share it in their own voice; a short clip of them telling it is shared only if they say yes. Full recordings and transcripts are available only to your parent.

Up to 5 family members, including you, can receive updates at no extra cost. Your parent confirms who is included and can change it at any time.

9. Who owns the stories

Approved updates belong to your family, and you can download them at any time. Full call recordings and transcripts belong to your parent. You and your parent give us permission to store and process this content only to provide Allo, as described in our privacy notice. We don’t use it to train AI models unless your parent separately opts in.

10. Using Allo fairly

Please don’t use Allo to ring anyone who hasn’t agreed to it, to record anyone without their knowledge, to send anything unlawful or abusive through voice notes or replies, or to try to access, copy or disrupt the service. We may pause or end a subscription that breaks these rules, or if your parent tells us they no longer want the calls, and we’ll refund any unused period.

11. Our responsibility to you

We provide Allo with reasonable care and skill. If we fail to, we’ll put it right or refund you for the affected period.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, for business losses, or for anything caused by events outside our reasonable control.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

12. Changes

We may update Allo and these terms, for example to reflect new features or legal requirements. If a change affects you materially, we’ll email you at least 30 days before it applies, and you can cancel before then.

13. Complaints and law

If something isn’t right, email hello@allo.care and we’ll aim to reply within 2 working days.

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts. If you live outside the UK, you keep the protection of the consumer law where you live.