Terms of Service

Tavoloo is not software sold under a traditional use licence. It is a proprietary platform offered in two distinct regimes, each carrying different obligations.

Managed: operated service

Under the Managed plan, FM Solutions does the work: activation, data migration, configuration, daily operation and a monthly report. The Establishment receives the outcome and keeps full access to the dashboard. The subject of the contract is the service, not the grant of a software licence.

Suite: self-service subscription

Under the Suite plan, the Establishment accesses the Platform and runs it with its own staff. FM Solutions provides the tool and support, without day-to-day operation.

Platform features

• Smart reservation system with AI assistant
• Digital menu with AI assistant (AI Waiter)
• Event management with automatic promotion
• Artificial intelligence features for translation, image generation and assistance
• White-label customized PWA for each venue
• CRM system for customer management and visit history

Out of scope

The Platform is not a cash register, a table payment system or a tax system, and it does not replace the Establishment's POS. Custom development is quoted separately.

To use Tavoloo you must:

• Be at least 18 years old
• Provide accurate and truthful information
• Keep login credentials secure
• Be the owner or authorized to manage the registered business

The public offering consists of two plans with different term rules. The applicable plan is the one stated in the accepted commercial proposal.

Managed

Annual contract of $4,990, equivalent to about $416 per month. Activation and migration included.

• A 12-month term running from go-live, not from signature: the activation period does not consume the contractual term.
• A 90-day guarantee from go-live: within that window the Establishment may exit with no penalty and no activation fee. Months already used remain payable and are not refunded.
• The activation fee is waived for those who complete the 12 months and falls due in full on early exit after the guarantee period. The amount is stated in the commercial proposal and in the contract.
• At the end of the 12 months the relationship continues month to month, for an indefinite period and with no new lock-in.
• After the first year either party may terminate on 60 days' notice. The months within the notice period remain payable.

Suite

$139 per month, or $1,390 on the annual plan.

• No lock-in: the Suite has no minimum term and no exit penalty.
• Cancellation is made from the dashboard and takes effect at the end of the period already paid, during which access remains active.

Billing

Billing is handled through Stripe, by card or on invoice, as agreed. Renewal is automatic unless cancelled within the periods stated above.

Currency follows the country of the Establishment, not the browsing language. Any price adjustment at renewal is notified at least 60 days in advance.

Prices shown on this page are read from the live price list and include tax only where the commercial proposal expressly says so.

What is a Gift Card

Gift Cards are prepaid vouchers that can be purchased and redeemed at participating establishments on the Tavoloo platform. Each gift card has a unique code and a monetary value that can be used for payment.

How to Purchase

• In-store: purchase directly at the establishment with immediate payment and gift card delivery
• Online: through the establishment's PWA, when enabled, with payment via Stripe
• Customer registration is mandatory for all gift card purchases to comply with tax and consumer protection regulations

Terms of Use

• Gift cards are valid for 12 months from the issue date, unless otherwise stated
• Partial redemption is allowed; remaining balance can be used in future visits
• Gift cards cannot be exchanged for cash or refunded for unused balance
• Gift cards are associated with the issuing establishment and cannot be used at other locations

Expiration

After the validity period, the gift card will be automatically cancelled and any remaining balance will be forfeited. Establishments may, at their discretion, extend the validity period.

Birthday Gift Cards

Establishments may choose to automatically send promotional gift cards to registered customers on their birthdays. These gift cards follow the same terms of use but may have different validity periods or special conditions defined by the establishment.

Payment Processor

All online payments on the Tavoloo platform are processed by Stripe, Inc., a PCI DSS Level 1 certified payment service provider. Tavoloo does not store or process credit card data directly.

Payment Security

• All transactions are protected by 256-bit SSL/TLS encryption
• Stripe maintains PCI DSS Level 1 certification, the highest level of payment security
• Credit card data is never stored on Tavoloo servers

Currencies

Payments are processed in the local currency of the establishment: EUR for Europe, BRL for Brazil, and USD for the United States. Exchange rates are determined by Stripe at the time of transaction.

Confirmation

After successful payment, you will receive a confirmation email with your purchase details. Gift cards are generated automatically and immediately available.

Gift Card Refunds

Gift card refund policy:

• Unused gift cards: full refund within 14 days of purchase, minus any processing fees
• Partially used gift cards: no refund for remaining balance
• Expired gift cards: no refund under any circumstances

Subscription Refunds

Suite: cancellation is available at any time and access remains active until the end of the paid period. No pro-rata refund is given for the period in progress.

Managed: within the 90-day guarantee from go-live, exiting carries no penalty and no activation fee, with months already used remaining payable. After that window the term and notice rules in the plans section apply.

Chargebacks and Disputes

In case of payment disputes, Tavoloo will work with Stripe and the establishment to resolve the issue. Fraudulent chargeback claims may result in account suspension and legal action.

Requesting a Refund

To request a refund, contact info@tavoloo.app with your order details. Requests are processed within 5-10 business days.

The user agrees to:

• Use the platform only for legitimate purposes
• Keep venue information up to date
• Comply with GDPR when managing customer data
• Not abuse AI features or generate inappropriate content
• Not attempt to compromise platform security
• use the artificial intelligence features responsibly: the Establishment is a deployer under the AI Act and must review generated content before publishing it, particularly anything concerning food, allergens and prices.

The Platform uses artificial intelligence systems. This section sets out which ones, how they are classified, and which obligations fall on each party under Regulation (EU) 2024/1689 (the AI Act), whose Article 50 has applied since 2 August 2026.

Systems in use

• Concierge on the Establishment's page: talks to the End Customer, recommends dishes, checks opening hours and makes reservations.
• WhatsApp agent: the same assistant on the Establishment's own number, through Meta's official API or an equivalent connection.
• Sales assistant on tavoloo.app, aimed at people evaluating the product.
• Text generation and translation: menu descriptions, SEO content, email drafts and suggested allergens and ingredients.
• Generation of dish and event images.
• Analytics and forecasts in the Establishment's dashboard, such as revenue and no-show estimates.

Roles

FM Solutions is the provider of the AI Systems, since it develops them and places them on the market under its own trademark. The Establishment is the deployer, since it uses them under its own authority in the course of its business. Each party answers for the obligations the AI Act assigns to its role.

Risk classification

None of the systems listed above falls within the prohibited practices or the high-risk systems of Annex III: they do not process biometric data, do not screen candidates for employment, do not assess creditworthiness, do not gate access to essential services and are not used in law enforcement. The minimal-risk regime therefore applies, together with the transparency duties of Article 50.

Transparency

Anyone writing to a Tavoloo assistant is told at the start of the conversation that they are interacting with an AI system. The notice stays visible throughout the conversation and the assistant may not claim to be a person.

Synthetic content published by the Platform is identified as AI-generated. For systems placed on the market before 2 August 2026, the machine-readable marking duty applies from 2 December 2026.

Limits

An AI system can return incomplete or incorrect answers. Information on allergens, intolerances, prices and availability must be confirmed by the Establishment's staff before the End Customer acts on it. FM Solutions does not warrant the accuracy of automatically generated content.

Human oversight

Reservations and contacts created by the assistant are visible and editable in the Establishment's dashboard. On the WhatsApp channel staff can take over the conversation and switch the agent off. On the website assistant, handover to a person happens only on explicit request and is recorded.

Data and training

Conversations and Establishment content are not used to train third-party models. Processing follows the data protection section and the terms agreed with inference providers.

The food business operator is the Establishment. It is responsible for the accuracy, completeness and currency of food information, including the allergen list, both on digital channels and on the premises, under the applicable law, including Regulation (EU) 1169/2011 in Europe.

The Platform may suggest allergens and ingredients inferred automatically from a dish's name and description. That is a starting point to be checked, not a declaration of compliance: a suggestion becomes official information only once the Establishment has reviewed and saved it.

FM Solutions does not know the Establishment's recipes, suppliers or preparation conditions and does not warrant the absence of cross-contamination. No Platform feature replaces the operator's own assessment.

End Customers with allergies or intolerances are always told to confirm with staff before ordering.

This section constitutes the data processing agreement (DPA) between the Establishment and FM Solutions under GDPR art. 28 and the Brazilian LGPD, and applies to all plans, including Managed.

• Roles: the Establishment is the Controller of its end customers' personal data. FM Solutions acts as Processor, handling that data exclusively to provide the contracted features, including when our team operates the platform on the Establishment's behalf (Managed plan).
• Documented instructions: we process data only under these Terms, the configuration set in the dashboard and, on Managed, the Establishment's recorded requests. We will flag any instruction we believe violates applicable law.
• Confidentiality: everyone authorized to process the data is bound by a contractual duty of confidentiality.
• Security: we maintain appropriate technical and organizational measures, including per-establishment isolation at the database level (RLS), encryption in transit, role-based access control, an audit log of administrative actions and human supervision of the AI agents.
• Sub-processors: the Establishment gives general authorization for the sub-processors listed in the Privacy Policy. We will give prior notice of any addition or replacement, with a right to reasoned objection within 15 days.
• International transfers: data at rest resides in Brazil; access and services provided from other countries rely on Standard Contractual Clauses (SCC) and, where available, the Data Privacy Framework.
• Data subject assistance: the dashboard provides export and anonymization tools for end-customer data, and we assist the Establishment in answering requests from data subjects and authorities.
• Incidents: we will notify the Establishment without undue delay of any security incident affecting the data, with the information needed for legal notifications.
• Return and deletion: when the contract ends, we delete or return the data, except where retention is legally required (notably fiscal records).
• Audit: we make available the information needed to demonstrate compliance with these obligations and allow reasonable audits, with prior notice.
• Training: personal data processed on behalf of the Establishment is not used to train third-party artificial intelligence models.

Data Protection Officer (DPO): Michelle G. Andrade, dpo@fmsolutions.ai. EU representative (GDPR art. 27): Fabian Soares Falcao Martinelli, Via Mulazzani 2, 24047 Treviglio (BG), Italy. In Brazil, contracting is through FM Xperience - Soluções em Negócios Internacionais Ltda, CNPJ 27.532.815/0001-78, Cuiabá/MT.

Tavoloo, its logo, design, source code and content are the exclusive property of FM Solutions & Consulting USA LLC and are protected by copyright laws.

We grant you a limited, non-exclusive and revocable license to use the platform according to these Terms.

You retain ownership of content you upload (menus, images, descriptions). You grant us license to use them to provide the service.

AI-generated content: text and images produced by the Platform at the Establishment's request may be used by the Establishment in its business. FM Solutions does not warrant that such content is original or exclusive, since comparable systems may generate similar results, and the Establishment remains responsible for checking it before publication.

FM Solutions uses its best efforts to keep the Platform available and working, without warranting uninterrupted or error-free operation.

Under the Managed plan the service is supervised by people on business days. Routine requests are handled within that same window.

Critical incidents, meaning those that take the Establishment's public page offline or prevent it from receiving reservations, take priority over other requests. Response times are set out in the contract.

Scheduled maintenance is announced in advance where it involves foreseeable downtime.

Nothing in these Terms constitutes a warranty of commercial results: FM Solutions does not guarantee any volume of reservations, orders or revenue.

The service is provided "as is". We do not guarantee it will always be available, secure or error-free.

We will not be liable for indirect damages, lost profits, business interruption or data loss arising from platform use.

The user agrees to indemnify Tavoloo from any claims arising from improper platform use.

These Terms govern a business-to-business relationship. The Establishment contracts in the course of its trade and does not qualify as a consumer, so the right of withdrawal available in consumer distance contracts does not apply.

Any mandatory protections available under the law of the place where the Establishment operates are unaffected. The exit routes for each plan are described in the plans section.

To exercise withdrawal, send written notice to info@tavoloo.app with your details and withdrawal request.

Amounts relating to services already performed, in particular activation and data migration, remain payable.

Suite: cancellation is made from the dashboard at any time and access remains active until the end of the paid period.

Managed: the 90-day guarantee, the 12-month term and the 60-day notice period described in the plans section apply.

We may suspend or terminate your account immediately for Terms violation, non-payment or fraudulent use.

Upon termination, your data will be retained for 30 days to allow export, then permanently deleted.

These Terms are governed by the laws of the State of Florida, United States, where the contracting entity is established.

Disputes with professional users are resolved by binding arbitration, as set out in the commercial agreement.

Where the Establishment operates in a jurisdiction whose mandatory law grants protections that cannot be waived by contract, those protections prevail over this section.

For questions about Terms of Service, contact us:

Provider identification

FM Solutions & Consulting USA LLC, 2295 S. Hiawassee Rd #104, Orlando, FL 32835, United States. Document no. L25000331929.

Representative in the European Union

Under Article 27 GDPR: Fabian S. F. Martinelli, Via Mulazzani 2, 24047 Treviglio (BG), Italy.

Contact channels

Email: info@tavoloo.app

Phone and WhatsApp: +39 328 959 3891

Data Protection Officer: dpo@fmsolutions.ai (Michelle G. Andrade)