Legal
Cancellation, Refunds & Defects
Vistelo is delivered to hospitality businesses as a complete implementation — setup, configuration, onboarding, programmed NFC/QR hardware, testing and launch. This policy explains cancellation, refunds and how we handle defects. It applies to business customers; where your accepted quotation or service agreement differs, those commercial terms prevail.
Business customers only
Vistelo is provided exclusively to companies, sole traders, organisations and other customers ordering for purposes connected with their commercial or professional activity. We do not accept orders made for private consumer purposes unless expressly agreed in writing.
When an order becomes binding
An order becomes binding when you accept the quotation or order summary, confirm the order through the Vistelo ordering process, pay a requested advance, or otherwise authorise us to begin work. Submitting a configurator request or asking for a quotation does not by itself create a binding order.
Implementation and setup fees
Implementation, onboarding, design preparation, configuration, portal and menu setup, QR assignment, NFC programming, testing and launch are prepared specifically for you. These fees become non-refundable once we begin any onboarding, design, procurement, configuration, programming, development or technical preparation.
Cancellation before completion
You may request cancellation in writing; after an order becomes binding, cancellation requires our written approval. Any approved refund is calculated after deducting work already completed, reserved time and resources, hardware already ordered or allocated, supplier and third-party commitments, payment-processing costs, shipping and customs charges, and any other costs already incurred or committed.
Custom and prepared hardware
NFC/QR cards, holders, printed materials and other hardware ordered, printed, programmed, encoded, mapped, assigned or tested for a specific customer, venue or table cannot be returned or exchanged because you change your mind — whether or not the hardware is itemised separately from the implementation price. Shipping, customs, taxes and packaging charges are non-refundable, and refusing or failing to collect a delivery does not cancel the order.
Design and production approval
You are responsible for checking and approving names, logos, text, translations, table numbering, links and designs before final production approval. Changes requested after approval may require new production and are charged separately. Minor variations within normal printing or manufacturing tolerances are not defects.
Subscription cancellation
Recurring subscriptions may be cancelled only in writing and in line with the billing period or minimum term in your accepted offer. Unless stated otherwise there, cancellation takes effect at the end of the current paid period, already invoiced or paid periods are not refunded, no partial or prorated refunds are provided, and one-time implementation, design, hardware and shipping fees are never refunded because a subscription ends. For prepaid fixed-term or annual subscriptions, cancellation prevents renewal but does not shorten or refund the current agreed term.
Suspension and non-payment
We may suspend access to the platform, dashboard, hosted portal, redirect services or support where an invoice is overdue, the service is misused, or you materially breach the agreement. Suspension or termination for non-payment or breach does not create a refund entitlement; reactivation may require payment of all outstanding amounts plus a reactivation fee.
Inspecting and reporting defects
Please inspect delivered hardware and completed work immediately. Visible damage, incorrect quantities, printing errors or incorrect programming must be reported in writing without delay and no later than two business days after delivery; hidden defects immediately after discovery. Defects that first appear more than six months after delivery are excluded unless we agreed a longer period in writing. A report should include photographs and the affected card or table identifiers.
Remedy for verified defects
Where we confirm a defect attributable to Vistelo or our production process, we may at our discretion correct the configuration, reprogram or remap the card, repair or replace the item, or repeat the affected part of the service. You must give us a reasonable opportunity to inspect and correct the issue before engaging another supplier, withholding payment, demanding a reduction or terminating. A refund applies only where required by mandatory law or where we expressly agree after a correction or replacement attempt has failed.
What free replacement does not cover
Free correction or replacement does not cover damage or malfunction from incorrect use or installation, removal or reinstallation, unsuitable cleaning substances or methods, physical damage, vandalism, loss or theft, exposure outside product specifications, modification by you or a third party, changes to your domain, website, network or systems, or normal wear and tear. Such work is charged separately.
Voluntary exceptions
Any refund, replacement or account credit we grant as a goodwill gesture is voluntary, applies only to that individual case, and creates no obligation or precedent for future cases.