Terms of Service

1. Who we are

Lola ("Lola by Rank First Labs", "we", "us") is operated by Rank First Labs Ltd, registered in Cyprus (HE 494678), Athinas 25, Agios Athanasios, 4105 Limassol, Cyprus. Email: hello@startlola.com. US phone: +1 (646) 846-4149.

We serve businesses in the United States only. Lola is for business use; you must be 18 or older and act for a business.

2. These terms

These terms apply to everyone who uses startlola.com, books a call or signs up for Lola. Sections 3 to 24 apply to clients.

Accepting these terms. You accept these terms and our Privacy Policy by ticking the box at checkout or, if you join without checkout, when you first log in to the Portal. By accepting you confirm that you are 18 or older and that you have authority to accept these terms for the business named at checkout or in the Portal ("you"). We keep a record of your acceptance: the time, the details you entered at checkout or in the Portal and the version of these terms. These terms, our Privacy Policy and your order at checkout are the whole agreement between you and us about Lola. There is no separate agreement to sign.

Words we use.

• Service: the Lola plan you chose (Start, Grow or Scale) and any add-ons, as described in sections 3 and 17.
• Your Assets: your website and its content, your domain, your Google Business Profile, your social media accounts, the phone numbers assigned to you, and Your Data.
• Your Data: information about your business and your customers that you give us or that Lola collects for you (leads, calls, jobs, customer contact details, reviews).
• De-identified Learnings: patterns Lola learns across businesses, such as the questions customers ask by trade and city and what worked in search, stored with no names, phone numbers, email addresses or street addresses, and not linked to you or your customers.
• Portal: Lola's client portal at app.startlola.com.

3. Plans, prices and monthly limits

• Lola Start $297 a month and Lola Grow $997 a month (public prices). Lola Scale is a custom plan: contact us at hello@startlola.com. Founding 100 prices are in section 5.
• Yearly billing: 1 month free on Start, 2 months free on Grow.
• No setup fee. Prices are in US dollars; sales tax is extra where it applies.
• One launch promotion per client. Referral and upgrade promotions can combine with it. No free trials and no first-month discounts.

What each plan includes, each month:

• Limits. Limits are fair-use limits. When you reach 80% of a limit, we tell you. At 100%, that feature pauses until the next month unless you buy the add-on. If you need more, we can agree it with you by email. There are no overage prices.
• "No set limit (fair use)" means normal use by your owner and office staff. We may contact you if use is far above what similar businesses need.
• You can switch the visibility report on or off; how often it comes is set by your plan.
• Texts to your customers start when your business's texting registration is approved by the carriers (section 15). We pay the registration, campaign and number fees.
• Features not yet live. Items marked "(coming after launch)", and features marked "coming soon" on our website, are not part of the Service until we tell you in writing that they are live for your account.

4. Billing

• You pay the plan and add-on prices shown at checkout, in US dollars, in advance, monthly or yearly. Sales tax and similar taxes are extra where they apply.
• Your first payment is taken at checkout. Founding spots claimed before October 30, 2026 are first charged on November 1, 2026, as shown at their checkout.
• Subscriptions renew automatically for the same period until you cancel.
• Adding an add-on starts at once, charged pro rata. Removing an add-on or moving to a lower plan takes effect at the next billing cycle.
• If a payment fails, we retry and email you. If it is still unpaid after 3 days, we may pause the Service until it is paid. Your website stays online during a pause.
• We give at least 30 days' notice by email before any price change. Founding 100 prices are covered by section 5.

5. Founding 100

• If you hold a Founding 100 spot, your plan price ($249 a month or $2,739 a year on Start, $799 a month or $7,990 a year on Grow) is locked while you stay: it does not go up for as long as your subscription continues without a break.
• Founding clients also get a discount on add-ons and on new paid features when they launch: 15% on Start and 30% on Grow, for as long as you stay.
• If you cancel and later come back, the Founding price applies again only on yearly billing. When it does, the Founding add-on discount comes back with it.
• The Founding price is never described as "for life".

6. Cancelling, downgrading and refunds

• Cancel anytime in the Portal or by email to hello@startlola.com. No setup fee and no exit fee. It takes effect at the end of the period you paid for.
• Downgrades and removed add-ons take effect at the next billing cycle.
• No refunds. Fees are not refundable, including partial months and unused limits, except where the law requires otherwise. Unused new pages and blog articles carry over one month only. Unused page strengthening does not carry over.
• We may end your Service with 30 days' notice, or at once if you seriously break these terms (for example unlawful texting, fake reviews, or non-payment beyond 30 days). If we end it without cause, we refund the unused part of a prepaid period.

7. Your website and approvals

We build your website on a temporary address and it goes live as soon as you approve it. We do not promise a launch date; time spent waiting on answers, access or approvals is outside our control.

Approvals. We agree with you which items need your approval before they go live (for example pages, posts, review replies); you can ask us to change it any time. Items set to automatic go live without asking you each time.

8. No guarantees, and changes to the Service

We do not promise rankings, positions in Google or Maps, appearance in AI answers, calls, leads or revenue. Search engines and AI tools change and are outside our control. Lola works to protect and strengthen the pages that bring you business and acts when they slip.

We may improve or change how Lola works. We will not remove a core feature of your plan during a paid period without giving you the option to cancel at the end of that period.

9. What you own and what we keep

• You own Your Assets from day one: your website and its content (including a logo we design for you), your domain, your Google Business Profile, your social media accounts, the phone numbers assigned to you, and Your Data. You keep them when you leave.
• Phone numbers. Tracking and texting numbers are held in a Twilio account we manage for you. On request we port them to you or your new provider.
• We keep the Lola software, our AI prompts and workflows, the question set, our templates and our element library. You get a free, permanent license to use the parts of them that are on your website, including after you leave.
• De-identified Learnings. Lola keeps De-identified Learnings and may use them to improve Lola for all clients. They contain no personal data and are not linked to you. They are stored separately from Your Data and are not deleted when you leave.
• AI models. Lola uses third-party AI models through their business APIs: currently Anthropic's Claude (writing, replies and summaries) and OpenAI (image prompts, your photos, and call recordings for transcripts once call tracking is live for your account). We do not train AI models on Your Data, and our AI providers do not train their models on data sent through their business APIs by default. We never publish your content or Your Data on another client's pages and never sell it.

10. Access to your accounts

• You authorize us to manage, for you and in your name: your website, your Google Business Profile (posts, review replies, services, description, categories, attributes, photos, hours, website link, profile protection; changes to your profile details only with your OK), your connected social media accounts, and the other accounts you connect in the Portal.
• With your approval in the Portal, we may change the primary phone number on your Google Business Profile to a Lola tracking number and keep your real number as an additional number. We never change your business name or address without asking you.
• Profile protection: Lola may undo changes to your Google Business Profile that you did not approve.
• You can remove our access at any time. Some features stop working when you do.

11. Content and media you send

• You give us a free, non-exclusive license to use, edit and publish the photos, video clips, voice notes and text that you and your crew send us, on your website, your Google Business Profile and your social media accounts, for as long as you are a client and for content already published after that.
• You confirm you have the right to send them, including permission from anyone who appears in them and from your crew members.
• Videos: we edit them from your own photos and clips; if you send none in a month, there is no video that month.

12. After you cancel

• Your website stays online, as it is, free for 90 days after the cancellation takes effect, with a one-click export of your website and your data.
• During those 90 days Lola does no new work (no new pages, posts or updates); your website forms keep working and leads go to you by email only; texting and WhatsApp messages from Lola stop on the day the cancellation takes effect.
• We remind you on day 60 and day 85 with the export link and the option to keep hosting with us.
• After day 90 you may ask us to keep hosting your website for $50 a month, with no Lola work. If you do not ask, we take the website down and delete your identifiable data. De-identified Learnings stay (section 9).
• We hand over your website files and access within 14 days of your request, at any time.
• Your phone numbers can be ported to you or your new provider.

13. Your responsibilities

• Give us accurate business information (licenses, insurance, services, prices, service areas) and tell us promptly when anything changes. Lola writes content from what you tell us. Your "must not claim" and "not offered" answers are hard rules for every piece of content.
• Keep your own logins secure. Never send us passwords: you connect accounts through the Portal or give us access through each platform's own access-sharing tools.
• Follow the law in your business and in your messages to customers, including the texting rules in section 15.
• Do not ask Lola to publish false, misleading or infringing content, fake reviews, or reviews you paid for, and do not ask Lola to send review requests only to happy customers ("review gating").

14. Legal pages and consent texts we prepare for your website

Lola prepares a Privacy Policy, Terms of Service and text consent wording for your website from your answers. They are templates, not legal advice. You approve each one with an "I agree" button before it is published, we keep a record of that approval, and you are responsible for its content. Please have your own lawyer review them and tell us right away about any change in your business.

15. Text messages (SMS) and WhatsApp

Our own texts to you. If you tick a box on our forms, Lola by Rank First Labs texts you from +1 (646) 846-4149:

• Service texts (box 1): about your request, booked calls and your account.
• Marketing texts (box 2): offers and pricing updates.

The boxes are separate and optional, and consent is not a condition of purchase. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out of all texts, START to opt back in, HELP for help (or email hello@startlola.com). Carriers are not liable for delayed or undelivered messages. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes.

Texts we send for you to your customers.

1. We register for you. You authorize us to register your business for US business texting (10DLC brand and campaign) in your legal name, using the details you give us in our texting form (legal name, EIN, address, contact, sample messages). You confirm they are true. You approve the submission with an "I agree" record before we submit. We pay the registration fees.
2. You are the sender. Texts to your customers are sent in your business name, from your number, under your campaign. Lola's own texting campaign is never used for your customers.
3. Consent. We text a person only if they gave consent that we have on record:
   • Care texts (replies to their request, booking and service updates): only with care consent.
   • Marketing texts (reminders, offers, referrals and review requests): only with separate marketing consent, and only after your separate marketing campaign is approved.
   • Each consent is recorded with the exact wording, time, page or source, and IP or caller ID. Imported customers count as having no text consent unless you confirm, with an "I agree" record, that a column records a written opt-in.
   • Old leads without recorded consent are never texted.
4. STOP wins. STOP (and similar words) on any text stops all texts from your business to that number. HELP gets a help reply. We check this before every send.
5. Quiet hours. No texts between 9pm and 8am in your business's time zone (reminders: 9am to 6pm, Tuesday to Thursday by default).
6. Your part. You keep your website consent checkboxes as we set them up, you do not add people to Lola who did not agree, and you tell us at once about any complaint.
7. WhatsApp. Messages Lola starts on WhatsApp use approved templates. WhatsApp messages to your customers need consent that names WhatsApp.

WhatsApp to you. We use WhatsApp to send you lead alerts, approvals and login codes once you connect your WhatsApp number. You can stop WhatsApp messages at any time by replying STOP or telling us.

16. Calls and call recording

These apply when call tracking or the Google Ads call number is live for your account.

1. Numbers. We set up tracking numbers for your sources (for example your Google Business Profile, your website and your Facebook Page) in a Twilio account we manage for you. Calls to them ring your real phone as before.
2. Your Google Business Profile. With your approval, the tracking number becomes the primary phone number on your profile and your real number stays as an additional number. Your business name and address are not changed.
3. Website. Your website may show a different tracking number depending on where the visitor came from. Your real number stays in your site's structured data and footer.
4. Recording notice. Before any call is recorded, the caller hears: "Hello, you've reached [your business name]. This call may be recorded." Recording never starts before the notice. You approve the exact greeting and menu wording with an "I agree" record before the numbers go live.
5. Text consent on the phone. The phone menu may offer: "Press 1 to get updates about your request by text. Msg and data rates may apply. Reply STOP to opt out." A keypress is recorded as care text consent (caller ID, time, prompt version, key). If a caller says yes to texts during a recorded call, we save the line from the transcript; it is used only if your texting campaign lists this opt-in method.
6. Transcripts and audio. Calls are transcribed and summarized. The audio is then deleted from our systems and from Twilio as soon as the transcript and summary are saved, and in any case within 7 days. Only the text is kept, as Your Data.
7. Calls are never blocked. If you pass your monthly minutes, calls still ring through. We tell you and agree the next step with you.
8. Google Ads call number. One tracking number for ads you run yourself. Lola reports the calls and transcripts monthly. Lola never runs, manages or pays for your ads.
9. When you leave. We port the numbers to you or your new provider on request (section 9).

17. Add-ons

Prices in US dollars a month, charged on the same subscription as your plan (section 4).

• Founding 100 discount: 15% off add-ons on Start and 30% on Grow, for as long as you stay (section 5).
• Over the limit: at 80% we tell you; at 100% the feature pauses until the next month. If you need more, we can agree it with you by email. There are no overage prices. Calls are never blocked (section 16).
• Not live yet: call tracking, reminders and the crew pack. Until we confirm in writing that an add-on is live for your account, it is not charged.

Keep them coming back (reminders to past customers).

• Lola saves your finished jobs (from job-done messages, your Portal, a customer file you upload, or your job software when connected) and reminds those customers when their next service is due, by your trade's calendar, which you confirm.
• When you upload a customer file or connect your job software, you confirm with an "I agree" record that you have the right to contact these customers.
• Reminder texts are marketing texts. They go only to customers with marketing consent, only after your separate marketing campaign is approved, at most one marketing text per customer per 30 days and up to 40 a month, 9am to 6pm customer time.
• Customers without text consent get reminders by email, with your business address and an unsubscribe link.
• For the first month, you approve each weekly batch before it goes. Replies come to you as leads.

Crew pack.

• For your field technicians (2 on Start, up to 6 on Grow), on WhatsApp: a crew list (name, phone, area, language); a morning brief with each tech's jobs; simple words such as "leaving" and "done", with a "tech on the way" text to the customer; a photo checklist (before and after photos before a job closes); a short voice note from the tech turned into a job report and content; a weekly scoreboard of jobs and reviews per tech, with review requests that name the tech; and "meet the crew" posts, only with that person's written consent.
• Crew members you connect agree to receive Lola's messages when they are added. You confirm you have their agreement and that they may send us job photos, clips and voice notes for publishing (section 11).

Extra profiles and networks. Extra Google Business Profiles must be locations of the same brand; each is managed as in your plan. An extra social network adds one network to your monthly social posts; it does not add posts.

18. Your customers' data

• For Your Data about your customers, we act on your instructions as your service provider (processor). For information about you and your staff as our client, we are the controller and our Privacy Policy applies.
• What we process for you: names, phone numbers, email addresses, city or ZIP, street address when given, messages, call transcripts, job details, consent records, reviews.
• Why: only to run the Service for you.
• Who helps us (sub-processors): see the list in our Privacy Policy, section 6. We tell you before adding a new one that handles Your Data.
• Security: encrypted connections, access limited to staff who need it, encrypted off-site backups, secrets stored encrypted.
• Call audio: as in section 16.
• Breach: we tell you without undue delay, and within 72 hours of becoming aware where the law requires.
• When you leave: export, then deletion after the 90-day window (section 12). Backups expire on their own schedule (up to 90 days).
• Your customers' requests (access, deletion, opt-out): we help you answer them.

19. Confidentiality

Each side keeps the other's non-public information confidential and uses it only to provide or use the Service. This does not cover information that is public, already known, or required by law to be disclosed.

20. Acceptable use

Do not use Lola to break the law, send spam, publish false claims or fake reviews, gate reviews, infringe others' rights, or try to access other clients' data or our systems. We may suspend the affected feature, or your access, at once if you do.

21. Disclaimer, liability and indemnity

• Except as written in these terms, the Service is provided "as is". We do not warrant that it will be uninterrupted or error-free, or that third-party platforms (Google, Meta, Twilio, AI providers) will keep working as they do today.
• Neither side is liable for indirect, special or consequential losses, or for lost profits, revenue, rankings or data, except where the law does not allow this limit.
• Our total liability under these terms is limited to the fees you paid in the 1 month before the claim.
• You will defend and cover us against claims caused by your texts and calls to your customers made under your instructions or consent records, by content or information you gave us, and by your breach of law or these terms.
• We will defend and cover you against claims that the Lola software itself infringes someone's intellectual property.

22. Governing law

These terms are governed by the laws of Cyprus and the courts of Limassol have jurisdiction, after both sides try for 30 days to settle informally.

23. Changes to these terms

We may update these terms. We post the new version here with its date. For clients, we email at least 30 days before a material change. If you do not agree, you may cancel before the change takes effect, and the old terms apply until the end of your paid period.

24. General

• Notices: by email to the address on your account and to hello@startlola.com.
• You may not transfer your account or these terms without our consent. We may transfer them to an affiliate or a buyer of the Lola business, with notice.
• If one part of these terms is unenforceable, the rest stays in force.
• English is the governing language.

25. Contact

Rank First Labs Ltd, Athinas 25, Agios Athanasios, 4105 Limassol, Cyprus. hello@startlola.com. +1 (646) 846-4149.