Terms of Service & SMS Terms

1. Agreement

These Terms govern your use of latchmarket.io and LatchCRM.live, operated by Latch the Company LLC ("Latch," "we," "us"), including our restaurant products, our CRM software, and visitors who request information through our forms. By using the sites, the services, or the messaging program, you agree to these Terms and our Privacy Policy.

2. The services

Latch provides restaurant technology and business software. Restaurant products may include a website that takes orders, an AI phone agent that answers calls and takes orders, QR ordering and pay, and floor and kitchen ticket boards. LatchCRM is customer relationship software with calling, SMS, email, and pipeline tooling. Features vary by plan. We may change, suspend, or discontinue features with reasonable notice when practicable.

3. Plans, fees, and refunds

Fees. Subscription and setup fees are as quoted in your order, checkout, or signed agreement. Subscriptions are month-to-month unless a longer term is agreed in writing.

Cancellation. You may cancel a monthly subscription at any time. Service continues through the end of the paid period. We do not refund partial months.

Setup and build fees. Setup, onboarding, and website build fees are refundable if you cancel before work begins. Once work has begun, they are non-refundable.

Failed payments. If a payment fails, we may pause the service until the account is current. Hardware you purchased is yours regardless.

5. Acceptable use

You must provide accurate registration information, keep credentials secure, and use the services only for lawful business. You may not use Latch to spam, harass, violate TCPA/CAN-SPAM or carrier rules, scrape data you do not own, or attempt to access another customer's records. We may suspend accounts that create legal, security, or carrier-compliance risk.

6. Restaurant customer responsibilities

• Menu accuracy. You are responsible for keeping your menu, prices, hours, and availability accurate in Latch. The AI phone answers from the information you provide.
• Allergens and food safety. Ingredient and allergen information is your responsibility. AI answers about allergens are informational only and do not replace your duty to know what is in your food and to train your staff.
• Recording disclosure. Where your local law requires telling callers a call may be recorded, you are responsible for that disclosure on your lines.
• Marketing consent. If you send marketing texts or emails through Latch, you are responsible for obtaining the required consent first.

7. AI phone disclosure

Calls to Latch-powered numbers may be answered by an AI agent. Calls may be recorded and transcribed to take orders accurately and to improve the service, as described in our Privacy Policy.

8. Disclaimers

The services are provided "as is" to the fullest extent permitted by law. Latch does not guarantee uninterrupted availability, carrier delivery of every message, or any specific business outcome such as increased orders or revenue. Nothing on our sites is legal, tax, or food-safety advice.

9. Limitation of liability

To the fullest extent permitted by law, Latch and its officers, employees, and vendors are not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or data, arising from use of the services. Our aggregate liability for claims relating to the services is limited to the fees paid by the claiming customer to Latch for the services in the three months before the claim.

10. Governing law

These Terms are governed by the laws of the State of Tennessee, without regard to conflict-of-law rules, except where consumer protection laws of your state require otherwise.

11. Changes

We may update these Terms by posting a new version at this URL and updating the effective date. Continued use after changes constitutes acceptance of the updated Terms where permitted by law.

12. Contact

Latch the Company LLC
108A Mason Ln, Oak Ridge, TN 37830
liam@latchtc.com