Terms of Service

1. Agreement, orders and electronic contracting

You accept these Terms when you create an account, accept an invitation, start a trial, submit a subscription order, or use the Service. The Privacy Policy, the plan and price shown at checkout, and any signed order form are incorporated into the agreement. If an order form expressly conflicts with these Terms, the order form controls for that conflict.

Before submitting a paid order, you can review the selected plan, billing period, amount due, renewal terms, and correct input errors. We confirm electronic orders through the Service or by email. You should retain a copy of the Terms and order confirmation. The agreement is available in the language selected in the Service; the Albanian version governs where Albanian law requires it.

• Albanian Law No. 10128 on Electronic Commerce

2. Service and licence

Tavolio provides hosted restaurant operations functions that may include venue and table management, menus, orders, kitchen workflows, staff access, printing, payments records, fiscalization connections, accounting exports, analytics, support, and optional third-party integrations. Available functions depend on the subscribed plan, configuration, device, country, and release.

During an active subscription, Tavolio grants the Customer a limited, non-exclusive, non-transferable and revocable right for its authorised personnel to access and use the Service for the Customer’s internal business operations. No software or intellectual-property ownership is transferred.

3. Accounts, administrators and authorised users

The Customer is responsible for accurate account information, choosing appropriate administrators and permissions, keeping passwords, PINs, devices and authentication methods secure, and promptly disabling access for personnel who leave or change role. Accounts may not be shared except where a Service feature expressly supports a shared operational terminal.

Actions taken through an account are treated as authorised by the Customer unless the Customer promptly reports suspected compromise. The Customer must maintain a current contact address and cooperate with reasonable security verification. Tavolio may require multifactor authentication or other proportionate safeguards.

4. Customer data and responsibilities

The Customer retains its rights in menus, venue information, staff and customer details, order records and other content submitted to the Service (“Customer Data”). The Customer grants Tavolio and its subprocessors the limited right to host, copy, transmit, format and otherwise process Customer Data only as necessary to provide, secure, support and improve the Service, comply with law, and perform the agreement.

The Customer is responsible for the lawfulness, accuracy and quality of Customer Data; providing required privacy notices to staff, customers and other individuals; establishing an appropriate legal basis; responding to data-subject requests concerning data it controls; and avoiding unnecessary special-category, payment-card, identity-document or other highly sensitive data in free-text fields, support messages, menu imports and analytics questions.

5. Data-processing terms

Where Tavolio acts as processor, the subject matter is the Customer Data processed through the restaurant workspace; the duration is the term of the Service plus the deletion and legally required retention periods; the nature and purpose are hosting and performing the functions instructed by the Customer; and the data subjects may include the Customer’s users, staff, guests, suppliers and other people whose data the Customer lawfully submits. The types of data are described in the Privacy Policy and depend on the functions the Customer uses.

Tavolio will process that data only on the Customer’s documented instructions, including instructions in the agreement and use of configured functions, unless law requires otherwise; ensure authorised personnel are bound to confidentiality; maintain proportionate security; assist reasonably with data-subject requests, breach response, impact assessments and regulator consultations; provide information reasonably necessary to demonstrate compliance; and, at the Customer’s choice at the end of service, delete or return data unless law requires retention. Tavolio will inform the Customer if an instruction appears to infringe applicable data-protection law.

The Customer generally authorises Tavolio to use the subprocessor categories and providers described in the Privacy Policy. Tavolio will impose materially equivalent data-protection duties on subprocessors, remain responsible for their performance of those duties, and give reasonable prior notice of a material new subprocessor where practicable. The Customer may object on substantiated data-protection grounds; the parties will seek a reasonable alternative, failing which the affected function may be discontinued or the Customer may terminate it.

Any audit must be relevant, proportionate, protect other customers and Tavolio confidential information, avoid unreasonable operational disruption, and ordinarily begin with available documentation. On-site inspection is available where documentation is insufficient and law or a competent authority requires it, subject to reasonable notice unless an urgent incident prevents notice.

6. Trials, plans, fees and taxes

A trial is available only where displayed. Its duration, included functions, limits and any payment-method requirement are shown before it starts. A trial ends on the stated date unless it is converted, extended or ended earlier for abuse. If checkout states that a trial will convert automatically, the selected paid plan begins and the payment method is charged when the trial ends unless the Customer cancels beforehand.

Each order identifies the plan, included entitlements and capacity, billing interval, price, currency, taxes or tax treatment, amount due and next renewal date. Paid subscriptions renew automatically for successive periods of the same billing interval until cancelled. The payment method may be charged on or shortly after each renewal date without a separate approval for every recurring charge.

Prices exclude applicable taxes unless expressly stated otherwise. The Customer is responsible for taxes, duties and charges imposed on its purchase, other than taxes on Tavolio’s net income. Tavolio may change a price for a future billing period by giving reasonable advance notice; the Customer may cancel before the changed price first applies.

7. Payment method, authorisation and invoices

The Customer authorises Tavolio and Stripe, our payment provider, to charge the selected payment method for the initial order, renewals, approved plan changes, taxes and other amounts shown as due. The person submitting the method confirms that they are authorised to use it. The Customer must keep its payment method, billing identity, address, tax information and billing contact accurate and current.

Stripe collects and processes the complete card or other payment credentials. Tavolio receives Stripe identifiers, payment and invoice status, amount, currency and limited payment-method details, such as brand, expiry and final digits, but not the complete card number or security code. A bank, card network or Stripe may require additional authentication. A subscription or plan change is not complete until any required payment and authentication succeed.

After a successful charge, Tavolio makes the applicable invoice or receipt available through the Service or by email. The Customer must promptly review billing documents and notify Tavolio of a suspected duplicate or incorrect charge. Subscription fees paid to Tavolio are separate from restaurant-customer payments recorded in the POS, which are addressed under “Fiscalization, payments and accounting”.

• Stripe Privacy Center

8. Plan changes, cancellation and refunds

Before confirming a plan change, the Service displays its timing and any immediate charge, credit, discount and tax. An upgrade is normally effective after the required prorated charge for the remainder of the current billing period succeeds. If payment or authentication fails, the upgrade may remain pending or not take effect. A downgrade is normally scheduled for the end of the current billing period; the lower plan’s functions and limits apply from that date. An unpaid invoice may need to be resolved before a plan can be changed.

Cancellation is effective at the end of the current paid billing period: it prevents the next renewal but does not reverse a charge already due. The Customer may continue using the paid plan until the displayed end date and may resume the subscription before then. After cancellation takes effect, paid entitlements end and access may be limited as described elsewhere in these Terms.

Except where the order expressly says otherwise, Tavolio agrees in writing, a charge was incorrect or duplicated, or mandatory law requires a remedy, paid fees are non-refundable and unused time is not converted to cash or credit. A payment dispute or chargeback does not itself cancel the subscription or remove amounts lawfully owed; nothing in this clause limits a right that cannot lawfully be waived.

9. Failed and overdue payments

If a charge fails or is reversed, Tavolio may notify the Customer and retry the payment method in accordance with the retry schedule then in use. The account may remain available during the grace period and until the grace-end date displayed in the Service. Tavolio does not promise that every payment failure will receive the same retry count or grace duration.

When the grace period expires without successful payment, Tavolio may restrict paid functions, suspend access or terminate the subscription after reasonable notice. Access may be restored after the overdue amount is successfully paid, subject to account status and these Terms. Suspension, cancellation or termination does not release charges already accrued or other obligations that by their nature survive.

10. Acceptable use

The Customer is responsible for use of the Service through its workspace, accounts, devices, credentials and integrations, including use by its authorised users. The Customer must take reasonable steps to prevent misuse and must promptly stop and remedy a violation when it becomes aware of one.

The Customer and its users must not use the Service to:

• submit unlawful, infringing, deceptive, defamatory, malicious or unauthorised data;
• access another customer’s data, bypass access controls, probe vulnerabilities, introduce malware, overload the Service, or interfere with its operation;
• rent, resell, sublicense, scrape or provide the Service to third parties except through an expressly supported feature;
• reverse engineer or attempt to extract source code except to the limited extent such restriction is prohibited by mandatory law;
• use the Service to make unlawful employment, surveillance, credit or other decisions about individuals, or to process special-category data without a valid legal basis and suitable safeguards;
• misrepresent identity, authority, transaction details, fiscal information or the origin of data; or
• assist, encourage or enable another person to do any of the above.

11. Acceptable-use enforcement and consequences

Tavolio may investigate a suspected violation based on a report, technical signal or other credible information. The Customer must cooperate reasonably, secure affected credentials and systems, preserve relevant information, and provide the information needed to assess and remedy the issue. Tavolio will limit any review of Customer Data to what is reasonably necessary and permitted by the agreement and applicable law.

Where the risk can be addressed safely, Tavolio will normally notify the Customer of the nature of the suspected violation and the corrective action required, and allow a reasonable opportunity to respond or cure it. Depending on the seriousness, scope and persistence of the conduct, Tavolio may issue a warning; require the Customer to remove or correct data or configuration; disable affected content, an integration, credential or user; throttle or block abusive traffic; or suspend the affected function or account. Tavolio will limit an interim measure to the scope and duration reasonably necessary.

Tavolio may act immediately and without prior notice where it reasonably believes this is necessary to comply with law or a binding provider requirement; stop unlawful activity; protect people, data, the Service or another customer; contain suspected unauthorised access, fraud, malware or a material security threat; or prevent the Customer from evading an earlier restriction. Unless prohibited by law or necessary to avoid further harm, Tavolio will explain the basis for the measure as soon as reasonably practicable.

Tavolio may terminate the affected account or agreement for a material or repeated violation, a violation that cannot be cured, or failure to complete required corrective action within the stated reasonable period. Access may be restored when Tavolio is reasonably satisfied that the cause has been removed and recurrence has been prevented. Tavolio may preserve evidence or report conduct to a competent authority where legally required or reasonably necessary to protect legal rights.

The Customer may ask Tavolio support to reconsider an enforcement decision and provide relevant facts or evidence. Tavolio will review the request in good faith and will reverse or reduce a measure if it concludes that no violation occurred or that a less restrictive measure is sufficient. An enforcement measure does not release fees or other obligations already accrued.

12. Fiscalization, payments and accounting

This section concerns the Customer’s restaurant sales, restaurant-customer payments, fiscal invoices, corrections, refunds and accounting records. It does not govern the Customer’s subscription payments to Tavolio, which are described under “Payment method, authorisation and invoices”.

The Customer not Tavolio is the taxpayer and the party responsible for determining whether and how its transactions must be invoiced, reported, fiscalized, recorded and retained. The Customer must comply with the rules that apply to its business, including rules concerning VAT, invoice recipients, cash and non-cash payments, fiscal devices, electronic invoices, corrections, refunds, accounting records and tax returns. Activating, disabling, misconfiguring or not using a Tavolio fiscalization feature does not remove or transfer that responsibility.

Tavolio provides software and technical integrations that may help the Customer prepare transaction data, submit it to a configured fiscalization provider or tax system, display returned identifiers and statuses, print or deliver documents, and keep operational and accounting records. Tavolio is not the Customer’s accountant, tax adviser, tax authority, bank, payment processor or legal representative, and does not decide which tax treatment or invoice procedure applies to a transaction.

Before issuing fiscal documents through the Service, the Customer must provide and maintain accurate legal and tax identity details, business-unit and device information, authorised operators, required electronic certificates, software or provider registrations, seller and buyer details, items, prices, discounts, VAT rates, payment methods, currency and other required data. The Customer must restrict access to authorised personnel and correct inaccurate configuration without delay.

The Customer must review every material result returned by the fiscalization system. A Tavolio screen, draft, invoice, receipt, QR code, verification link, printout or status is not by itself proof that a transaction has been legally accepted. The Customer must confirm the applicable acceptance or identification result, including any NIVF, NSLF or equivalent returned identifier, investigate pending or rejected submissions, issue legally required corrective documents rather than silently editing an issued invoice, and retain the records required by law.

If Tavolio, a fiscalization provider, device, certificate, network or other dependency is unavailable, the Customer must follow the outage, alternative-document and later-submission procedure required for its circumstances by the competent authority. Tavolio may retry a pending submission or show an operational error, but a retry does not replace the Customer’s legal duty to use the required fallback procedure or to verify the eventual result.

Unless an expressly supported payment integration states otherwise, Tavolio records the payment method and amount entered by the Customer but does not receive, hold or settle restaurant-customer funds. Banks, card networks, cash handlers and payment processors remain responsible for the services they provide. The Customer must reconcile orders, cash drawers, processor settlements, tips, refunds, fiscal invoices, exports and accounting records independently.

Accounting exports, analytics, summaries and reconciliation screens are operational aids. They do not replace the Customer’s accounting system, statutory books, tax returns, invoice archive or professional advice. The Customer must review them for completeness and accuracy before relying on them or submitting information to an authority.

• Albanian Tax Administration — fiscalization information
• Albanian Tax Administration — electronic invoice procedure
• Albanian Tax Administration — no-internet procedure

13. Third-party services, Google services and automated features

Optional integrations may include Stripe, Google sign-in and Business Profile, Apple sign-in, push notifications, maps and address search, fiscalization providers, printers, storage services and AI-assisted features. The Customer chooses whether to enable an optional integration and authorises the transfers needed to operate it. Third-party services remain governed by their own terms, availability and technical limits; Tavolio is not responsible for an independent provider’s acts or services.

Menu import may use Google Gemini 3.5 Flash-Lite to turn an uploaded menu image into an editable draft. Automated and AI-generated output can be incomplete or wrong. It must be reviewed and corrected by an authorised person before publication or operational use and must not be relied on for allergens, ingredients, prices, taxes, legal obligations or safety-critical decisions. Analytics answers and recommendations are also decision-support tools, not professional advice.

14. Availability, maintenance and changes

We use reasonable care to operate the Service, but continuous or error-free availability is not guaranteed. Maintenance, security events, provider failures, network conditions, force majeure and changes required by law may interrupt functions. The Customer must maintain business-continuity procedures suitable for restaurant operations, including an alternative way to take orders, accept permitted payments, issue required documents and preserve records.

We may modify or discontinue features to improve security, reliability or functionality, comply with law, or reflect provider changes. For a material reduction to a paid core function, we will provide reasonable notice where practicable and, if no reasonable substitute exists, an appropriate remedy for the affected prepaid period.

15. Intellectual property and feedback

Tavolio and its licensors own the Service, software, designs, documentation, brands and all related intellectual-property rights. The Customer may not remove proprietary notices or use Tavolio marks without permission. If the Customer provides suggestions or feedback, Tavolio may use them without restriction or compensation, provided this does not grant Tavolio ownership of Customer Data or identify the Customer publicly without permission.

16. Security and confidentiality

Each party must protect the other party’s non-public information using reasonable care and use it only for the agreement. This obligation does not cover information that is public without breach, already lawfully known, independently developed, or lawfully received from another source. A party may disclose information where legally required after giving notice when permitted.

Tavolio applies proportionate technical and organisational safeguards, but no online service eliminates all risk. The Customer must notify support promptly of suspected unauthorised access, data loss or credential compromise and must not publicly disclose a vulnerability before Tavolio has a reasonable opportunity to investigate and remediate it.

17. Suspension, termination and data on exit

Either party may terminate for a material breach that is not cured within a reasonable written cure period, or immediately where cure is impossible, continued use is unlawful, or urgent action is necessary to protect people, data, the Service or other customers. Tavolio may suspend only the access reasonably necessary while investigating a security, legal, payment or acceptable-use issue.

On termination, the right to use the Service ends. The Customer should export available business records before access ends. We delete or de-identify Customer Data in accordance with the Privacy Policy and applicable instructions, except where retention is required for tax, accounting, dispute, fraud-prevention, security or other legal purposes. Terms concerning accrued fees, intellectual property, confidentiality, liability, records and disputes survive where their nature requires it.

18. Warranties and liability

Tavolio warrants that it will provide the Service with reasonable professional care. Except for this express warranty and rights that cannot be excluded, the Service is provided “as available”; Tavolio does not guarantee a particular commercial result, uninterrupted operation, or that automated output, third-party data or Customer configurations are accurate or compliant.

To the maximum extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill or anticipated savings, or loss caused by the other party’s unlawful data, configuration, credentials, systems or failure to follow required fallback procedures. Tavolio’s aggregate contractual liability for events in any twelve-month period is limited to the fees paid or payable for the affected Service during that period.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for fraud or wilful misconduct, death or personal injury caused by negligence, or a party’s breach of confidentiality, data-protection or intellectual-property obligations to the extent mandatory law prevents that limitation.

19. Governing law and disputes

These Terms and non-contractual obligations arising from them are governed by the laws of the Republic of Albania. The parties will first attempt in good faith to resolve a dispute through written notice and management discussion. If it is not resolved, the courts with subject-matter jurisdiction in Tirana, Albania have exclusive jurisdiction, except where mandatory law grants another forum or a competent authority has jurisdiction.

20. Changes, notices and general terms

We may update these Terms to reflect legal, security, provider or Service changes. We will publish the new effective date and give reasonable advance notice of material changes through the Service or by email. A material change will not apply retroactively unless required by law. Continued use after the effective date constitutes acceptance; if the Customer does not agree, it must stop use and cancel before that date.

Neither party may assign the agreement without the other’s consent, except to an affiliate or in connection with a merger, reorganisation or sale of substantially all relevant assets, provided obligations are assumed. Tavolio may use subcontractors but remains responsible for its contractual duties. Invalid terms are limited or severed without affecting the remainder. Delay in enforcement is not a waiver. The agreement is the entire agreement on the Service and may be executed electronically.

Legal notices to Tavolio must be sent to the legal contact shown above. Operational support requests may be submitted through the Customer Support page. Notices to the Customer may be sent to its account email or displayed in the Service.