1. Acceptance of Terms

By accessing and using the Dine Reserve platform, you agree to be bound by these Terms and Conditions. If you do not agree to these Terms, you may not use the Service. These Terms apply to all visitors, users, restaurants, and others who access or use the Service.

2. Description of Service

Dine Reserve (operated by Naifeast Digital) is a comprehensive management platform designed for restaurant partners to streamline their reservation operations. We provide tools for restaurant partners to generate external booking links, manage tables, track reservations, and utilize AI-powered assistance. Diners and guests use these external links to book tables directly with the restaurant partner.

3. User Accounts

• Restaurant Registration: To access the platform's management features, restaurants must register for an account. You must provide accurate and complete business information.
• Account Security: You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
• Guest Access: Guests do not need to create an account to make a reservation but must provide valid contact details through the booking link.

4. Restaurant Partners

If you register as a restaurant partner, the following additional terms apply:

• Commission Fees: You agree to pay a commission fee on reservations or transactions facilitated through the Service, as detailed in your partnership agreement. Commission invoices are generated monthly.
• Payment Terms: Invoices for commission fees must be paid by the due date specified. Failure to pay may result in account suspension or termination.
• Content Accuracy: You are responsible for ensuring that your restaurant information (hours, location) is accurate and up-to-date.
• Reservation Fulfillment: You agree to honor all confirmed reservations made through the Service.
• Data Protection Compliance: You acknowledge that you act as a "Data Controller" for guest data exported from the Service. You agree to comply with the Data Protection Act, 2019 (Kenya) regarding the storage, processing, and security of such data.

5. Payments and Invoicing

We use third-party payment processors (e.g., Paystack) to handle financial transactions. By making payments through our Service, you agree to the terms and conditions of these third-party providers.

Late Payments: If a Restaurant Partner fails to pay an invoice by the due date, we reserve the right to suspend access to the Service until the outstanding balance is settled.

6. Intellectual Property

The Service and its original content (excluding content provided by users), features, and functionality are and will remain the exclusive property of Dine Reserve and its licensors. The Service is protected by copyright, trademark, and other laws of Kenya and foreign countries.

7. Prohibited Conduct

You agree not to:

• Use the Service for any illegal purpose or in violation of any local, state, national, or international law.
• Harass, threaten, or defraud other users.
• Interfere with or damage the Service, including through the use of viruses, cancel bots, Trojan horses, harmful code, flood pings, denial-of-service attacks, or similar methods.
• Attempt to reverse engineer or scrape data from the Service.

8. Integrity & Anti-Fraud Policy

Dine Reserve maintains a strict policy against commission evasion and reservation manipulation. We employ advanced monitoring systems to ensure platform integrity.

Prohibited Actions

• Fraudulent Cancellations: Marking valid, attended reservations as "Cancelled" to avoid commission fees is strictly prohibited.
• Commission Evasion: Any attempt to circumvent or manipulate the commission system.
• False Information: Providing incorrect reservation status or customer information.

Monitoring & Detection Systems

• Customer Verification: We reserve the right to contact diners directly via Email, SMS, WhatsApp, or Phone to verify the status of any reservation.
• WhatsApp Monitoring: Automated fraud alerts are sent to customers via WhatsApp when suspicious cancellation activity is detected. Customer reports through this system are taken seriously.
• Real-time Detection: Advanced algorithms monitor cancellation patterns and flag suspicious behavior for immediate review.
• Admin Verification: Our customer service team investigates all fraud reports and confirms incidents before taking action.

Enforcement Actions

• Automatic Suspension: Accounts are immediately and automatically suspended upon confirmation of fraud incidents to maintain platform integrity.
• Temporary Banning: Verified fraud cases result in immediate temporary account suspension (typically 7 days) pending review and appeal.
• Real-time Lockout: Suspended accounts are immediately blocked from platform access with real-time notifications.
• Appeal Process: Suspended restaurants may submit detailed appeals through their account dashboard, which are reviewed within 24-48 hours.
• Permanent Termination: Repeated fraud violations or failure to provide satisfactory explanations may result in permanent account termination.
• Legal Action: Severe cases of fraud may result in legal action to recover lost revenue and damages.

Customer Protection

Our fraud detection system prioritizes customer experience and trust. When customers report fraud through our WhatsApp system, we take immediate action to investigate and protect both diners and honest restaurant partners. The automated suspension system ensures swift response to verified incidents while maintaining fairness through the appeal process.

9. Account Suspension & Termination

We may terminate or suspend your account and bar access to the Service immediately, without prior notice or liability, under our sole discretion, for any reason whatsoever and without limitation, including but not limited to a breach of the Terms.

Automatic Suspensions: Certain violations (such as confirmed fraud) trigger automatic account suspension as described in our Anti-Fraud Policy above. These automated actions are necessary to maintain platform integrity and protect other users.

10. AI Reservation Assistant

Dine Reserve offers an optional AI-powered reservation assistant ("Zara") to help guests make reservations through voice and text interactions. By using this feature, you acknowledge and agree to the following:

Data Security & Privacy

• Encryption: All data transmitted through the AI assistant is encrypted using industry-standard SSL/TLS protocols.
• Secure Processing: Conversation data is processed securely through our third-party AI provider (ElevenLabs) and is not stored permanently on our servers.
• Data Minimization: The AI assistant only collects information necessary to complete your reservation (name, email, phone number, date, time, party size).
• No Recording Storage: Voice conversations are processed in real-time and are not recorded or stored after the reservation is completed.

AI Limitations & Disclaimers

• Accuracy: While we strive for accuracy, the AI assistant may occasionally make mistakes in understanding or processing information. Users should verify all reservation details in their confirmation email.
• No Guarantee: We do not guarantee that the AI assistant will be available at all times or that it will function without errors or interruptions.
• Alpha Stage: The AI assistant is currently in alpha testing. Features and functionality may change without notice.
• Human Verification: All reservations made through the AI assistant are subject to restaurant confirmation and availability.

User Responsibilities

• Accurate Information: You must provide accurate and complete information when using the AI assistant.
• Verification: You are responsible for verifying all reservation details in your confirmation email.
• Appropriate Use: You agree not to abuse, harass, or attempt to manipulate the AI assistant.
• Consent: By using the AI assistant, you consent to your voice and text data being processed for the purpose of completing your reservation.

Third-Party AI Provider

The AI assistant is powered by ElevenLabs. By using this feature, you also agree to comply with ElevenLabs' terms of service and privacy policy. We are not responsible for any issues arising from the third-party AI provider's service.

11. Limitation of Liability

In no event shall Dine Reserve, its directors, employees, partners, agents, suppliers, or affiliates, be liable for any indirect, incidental, special, consequential or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from your access to or use of or inability to access or use the Service.

12. Governing Law

These Terms shall be governed and construed in accordance with the laws of Kenya, without regard to its conflict of law provisions.

13. Changes to Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms.

14. Contact Us

If you have any questions about these Terms, please contact us at:

Email: support@nairobifeast.com