Terms of service

Hello Rose is operated by Moonhythe Ltd, a company registered in Bulgaria (UIC 204225007, VAT BG204225007), zh.k. Svoboda, bl. 42, ap. 12, Sofia, Bulgaria (“Hello Rose,” “we,” “us”). By creating an account or using Hello Rose, you agree to these terms and to our Privacy policy. If you don’t agree, please don’t use the service.

Hello Rose provides Rose, an AI companion who places scheduled phone calls to an older adult in your family (“your parent” in these terms, whoever they are to you), remembers your family’s stories between calls, and sends you summaries, digests, and optional alerts. Your parent can also call Rose back on the same number, within fair use (section 8).

Rose is not a medical, health-monitoring, safety-monitoring, or emergency service, and is no substitute for human care. In particular:

• Rose’s wellbeing observations (mood words, notes like “mentioned knee pain twice this week”) are conversational impressions, not clinical assessments, diagnoses, or advice. Never rely on them for medical decisions.
• Reminders are reminders — Rose never gives dosing or treatment advice.
• If something urgent comes up on a call, Rose urges your parent to call 911 (US) or 999 (UK) and alerts your family. These alerts are a best effort: they depend on phone networks, carriers, and your parent actually answering, and must never be your family’s emergency plan.
• In an emergency, always contact emergency services directly.

You must be at least 18 to subscribe. Keep your sign-in method secure — you’re responsible for activity on your account — and keep the information you give us accurate, especially your parent’s phone number and the family contact details we use for alerts.

You’re arranging calls for someone else, the way you’d arrange any care for someone you love. By setting up calls, you confirm that:

• You have a genuine family or caring relationship with them and are entitled to arrange these calls and share their information with us.
• You’ll tell them Rose will be calling before the first call. You confirm this during setup — the checkbox that says you’ve told them and they’re happy to receive her calls — and we keep a record of when you did.
• The details you provide about them are accurate and shared in good faith for their benefit.

For our part: Rose introduces herself as an AI on every call, asks before recording (see the Privacy policy), and if your parent tells Rose to stop calling, the calls stop — one sentence, no questions, regardless of your subscription status.

• Trial. Your parent’s first three completed calls are free. A payment card is required up front. The free calls are offered once per account: if you have already used them — on this parent or another — a new plan starts billing from its first call, and we tell you so before you check out.
• Conversion. After the third completed call, your paid subscription starts and your card is charged the monthly price you accepted at checkout; it then renews monthly until you cancel. These terms are disclosed beside the plan buttons before checkout, and we email you an acknowledgment of them when you subscribe. If no calls are completed during the trial period, we cancel the trial before charging you and let you know.
• Plans. Subscriptions are billed monthly, per parent, at the prices shown on our pricing page when you subscribe, plus any applicable taxes.
• Price changes. If a price changes, we’ll email you at least 30 days before it affects you, and you can cancel first.

• Cancel any time from your billing settings, no questions asked. Calls and access continue to the end of the period you’ve paid for, and you won’t be charged again.
• If we ever end the service or terminate your account without cause, we’ll refund the unused part of your current period.
• Nothing in these terms limits refund or cancellation rights you have under consumer law where you live (including UK consumers’ statutory rights).

Inbound calls — your parent calling Rose back — are included within a reasonable monthly fair-use allowance so that one family’s usage can’t degrade the service for others. If your family regularly exceeds it, we’ll contact you about the right plan rather than cutting calls off abruptly.

You agree not to:

• Set up calls to anyone without a genuine caring relationship and the confirmations in section 5, or continue calls to someone who has asked for them to stop.
• Use the service to harass, deceive, defraud, or harm anyone, or for any unlawful purpose.
• Attempt to make Rose act against her safety rules, probe or disrupt our systems, or access another family’s data.
• Resell the service or use it to build a competing product.

We may suspend or terminate accounts that violate these rules; where the violation risks harm to the person receiving calls, we may do so immediately and without notice.

Recordings, transcripts, and memories from your family’s calls belong to your family. You can export or delete them at any time. You grant us the limited license we need to operate the service for you — storing, processing, and displaying this content to you and the family members you invite. We do not use it to train general-purpose AI models, and the license ends when you delete the content or your account, except where law requires brief retention.

Rose is an artificial intelligence, and always says so. Like any AI, she can mishear, misremember, or say something imperfect despite our safeguards. Summaries and observations may contain errors. The service is a companion — warm, consistent, and honest about what she is — not an infallible one.

The Hello Rose service — the software, the Rose persona and voices, the site, and our branding — belongs to us and our licensors. These terms give you a personal, non-transferable right to use the service for your family; they don’t transfer any ownership.

The service is provided “as is.” Phone calls depend on telephone networks, carriers, and third-party providers we don’t control, so we can’t promise every call will connect or that the service will be uninterrupted.

To the fullest extent permitted by law, our total liability for any claim arising out of the service is limited to the amount you paid us in the 12 months before the claim. We are not liable for indirect or consequential losses.

Nothing in these terms excludes or limits liability that cannot be excluded by law — including liability for death or personal injury caused by our negligence, or for fraud — and nothing affects your statutory rights as a consumer.

You can close your account at any time. We may suspend or terminate accounts for material breach of these terms or non-payment, with notice where practicable. If we ever discontinue Hello Rose, we’ll give you at least 30 days to export your family’s recordings and memories first.

If we make material changes, we’ll email you at least 14 days before they take effect. Continuing to use the service after that means you accept the new terms; if you don’t, cancel before they apply and the old terms govern until then.

These terms are governed by the laws of Bulgaria, where Moonhythe Ltd is established — except that if you are a consumer, you always keep the protection of the mandatory consumer laws, and the right to bring claims in the courts, of the country where you live (including your rights under UK consumer law and, in the US, the laws of your state).

Questions about these terms: hello@hellorose.care. A human reads every message.