Terms for shops

Last updated 4 October 2026

These terms apply to takeaway shops that use Tilly (“you”). Tilly is provided by Take Away Tilly, built and run by Level Up IT, 7 Norman Court, Winslow, Victoria 3281 (“we”). Nothing in them limits rights you have under the Australian Consumer Law.

What Tilly does

Tilly answers the phone calls you forward to her, either all of them or only the ones you can't get to. She takes pickup orders from your menu at your prices, and shows them on your counter screen and your owner page. She tells callers your trading hours and the ready time you set, and can put callers through to a number you give us.

Tilly does not take payment, arrange delivery, or send orders straight into your till unless we've agreed that with you separately.

What you look after

• Your menu, prices, hours and ready times are accurate on your owner page. Tilly quotes what you've set.
• Someone watches the counter screen during trading hours and accepts orders as they come in.
• Food safety and allergens. Tilly never tells callers what's in the food or that something is safe. She records what the caller says and shows it to you. What you make, and what you can guarantee, is up to you.
• Your call forwarding with your phone company, which we'll help you set up.

Fees

$150 per month plus $1.25 for each order Tilly places, and a once-off setup fee of $500. No GST is charged. An order counts when Tilly places it, even if the caller cancels or doesn't collect it.

The setup fee and a full month are charged when you start. The first month isn't pro-rated, so you pay the full monthly fee whatever day of the month you join. The setup fee is charged once, is never refundable, and is not charged again if you leave and come back. After that you're invoiced on the 1st of each month for the month ahead and the orders placed in the month just gone. It's charged to your card or bank account through Stripe, our payment provider. We'll give you at least 30 days' notice of any price change.

No lock-in

You can cancel any time from Settings on your owner page. The service runs to the end of the month you've paid for, and the final invoice covers orders placed up to then. Your shop's phone number stays yours throughout: to leave, you just turn your call forwarding off. We can end the service with 30 days' notice, or sooner if fees go unpaid or the service is misused.

When things go wrong

We work to keep Tilly answering, and if she can't, calls are put through to a backup number you give us rather than going unanswered. But speech recognition isn't perfect and no phone service is available every minute of every day: Tilly reads every order back to the caller, and you should check orders as you would any phone order. To the extent the law allows, our liability for any problem with the service is limited to resupplying it or refunding the fees for the affected month.

Using Tilly fairly

Use Tilly for your own shop's orders. Don't use it to mislead callers, to collect information you don't need, or to make calls on anyone else's behalf, and don't try to get into other shops' data or interfere with the service.

Your information

Your menu, orders and customers' details are yours. We use them to run Tilly for you and as described in our privacy policy, and we'll give you a copy of your data if you leave.

Changes to these terms

We may update these terms as Tilly changes. We'll email you at least 30 days before a change that affects you takes effect, and if you don't want to continue you can cancel before then.

General

These terms are governed by the laws of Victoria, Australia.

Questions

Email [email protected], or ask us from your owner page.