Terms & Conditions

1. About these Terms

These Terms govern access to and use of QRelia by a Venue, its owners, administrators, managers, employees, contractors and authorised users. QRelia is a hospitality software service operated by Lukas Slivka under the QRelia name from the United Kingdom.

These Terms apply together with the applicable order form, selected plan, invoice, written commercial agreement, Privacy Policy and any separately signed data-processing or service-level agreement. If a signed agreement expressly conflicts with these Terms, the signed agreement prevails for that conflict.

2. Definitions

“QRelia”, “we”, “us” or “our” means the QRelia software service and its operator.

“Venue” or “you” means the hotel, restaurant, bar, café, hospitality operator or other business that creates, subscribes to, administers or deploys a QRelia tenant.

“Guest” means a diner, visitor, resident, customer or other end user who accesses a Venue experience through QRelia.

“Platform” means QRelia’s onboarding website, Venue Admin, Customer App, Receiver, platform administration, APIs, databases, real-time services, reporting, QR generation and optional device services.

“Venue Content” means menus, prices, descriptions, images, allergens, availability, areas, locations, branding, links, staff-entered data and other material supplied or configured by a Venue.

“Order Data” means an order or request and its associated location, items, modifiers, notes, guest/course assignments, status, timing and operational history.

“Device” means an optional QRelia-compatible ambient light, integrated display, controller or other connected hardware.

3. Business eligibility and authority

QRelia’s Venue subscription is intended for business use. The person accepting these Terms confirms that they are at least 18 years old, have authority to act for the Venue and have supplied accurate business and contact information.

The Venue is responsible for identifying its legal entity, trading name, tax position, licences and authorised administrators. We may request reasonable verification and may refuse, restrict or close an account where information is false, incomplete, unlawful or creates a material security, legal or commercial risk.

4. The QRelia service

Depending on plan, configuration and development status, QRelia may provide:

• multi-tenant Venue onboarding and administration;
• menus, categories, items, modifiers, images, availability and preparation-station controls;
• location-specific QR codes and branded QR Print Studio exports;
• a browser-based Guest menu, basket and order journey;
• live Receiver services, including Pending, Processing, Waiting, Completed and Cancelled states;
• estimated-wait communication, stale-pending alerts and course-progress controls;
• Venue dashboards, order history, operational analytics, kitchen/bar analysis and exports;
• subscriptions, plan controls, billing history and payment-method management;
• optional ambient Device ordering, provisioning, presence reporting and animation profiles; and
• platform support, security, maintenance and administration.

Features may differ by plan, tenant, Device, browser, rollout stage or written agreement. Screenshots, demonstrations, roadmaps and marketing descriptions are illustrative and do not promise that every feature will remain available or become generally available.

5. Accounts, roles and access security

• Each user should use an individual account. Shared administrator credentials should be avoided.
• The Venue must grant only the access required for each role and promptly remove access when a person no longer needs it.
• The Venue is responsible for activity performed through its tenant and authorised accounts, except to the extent caused by QRelia’s breach.
• Passwords, authentication links, setup codes and setup PINs must be kept confidential and used only for their intended purpose.
• Suspected compromise, cross-tenant access, QR tampering or Device misuse must be reported promptly to support@qrelia.uk.

You must not bypass tenant boundaries, subscription controls, identity checks, anti-forgery protections, role permissions, ordering windows or other safeguards. We may require password resets, revoke sessions or restrict access where reasonably necessary to protect the Platform.

6. Venue responsibilities

Operational configuration

The Venue is responsible for its menus, prices, taxes, service charges, availability, areas, locations, opening rules, ordering-window settings, preparation stations, service courses, links, QR placement, branding, staff permissions and customer messages. The Venue must test material changes before relying on them during service.

Food, drink, allergens and licensing

The Venue is solely responsible for ingredients, recipes, substitutions, cross-contamination controls, allergen and dietary information, age checks, alcohol licensing, food hygiene, product availability, safe preparation and fulfilment. QRelia does not verify this information.

Consumer and business compliance

The Venue remains responsible for the Guest contract, mandatory pre-contract information, accurate prices, receipts, cancellation or refund rights, complaints, accessibility, licensing, taxes and all laws applying to the Venue’s goods and services.

Operational fallback

The Venue must maintain a reasonable fallback process for taking and checking orders, communicating with kitchen/bar/service teams, recording payments and serving Guests if QRelia, internet access, local Wi-Fi, a browser, a Device or a third-party service is unavailable.

7. QR access, baskets and orders

A QRelia QR code identifies a Venue, area and location. The Venue must print, position and maintain codes accurately and remove or replace obsolete, duplicated, damaged or tampered codes. QRelia may use a time-limited ordering window after a valid scan to reduce remote or unintended ordering.

A Guest order is a request sent to the Venue. It is not accepted by QRelia and is not guaranteed to be seen, accepted, prepared or completed. The Venue decides whether to accept, reject, wait, process, complete, cancel, correct or refund the order.

• The Venue must actively monitor the Receiver and its real service environment.
• Status labels and estimated waiting times are operational communications, not guaranteed completion times.
• The Venue is responsible for duplicate, incorrect, delayed, missed or unavailable-item handling.
• Guests should check the location, basket, quantities, modifiers, notes and service choice before submission.
• Recorded order value is operational data and does not mean that QRelia processed or settled the Guest’s payment.

Guest payment processing is outside the standard QRelia ordering service unless a separate payment feature and written commercial terms expressly apply.

8. Course-based service and guest assignments

Where enabled, QRelia allows a Venue to classify items as Starter, Main, Dessert, Anytime or Unassigned and allows a Guest to request all-together or by-course service. A Guest may enter first names or labels to assign individual item quantities to members of the party.

These selections help staff organise service but do not guarantee preparation order, simultaneous delivery, timing, temperature or separation. The Venue remains responsible for reviewing assignments, managing course progress and communicating with the table or room.

Venues should not require full legal names or unnecessary personal information for course assignment. Staff should treat names, dietary notes and special requests as confidential operational information.

9. Trials, subscriptions and billing

Plans and trials

Plan features, prices, billing intervals, trial length, Device access and limits are those shown at checkout or agreed in writing. Trial access may be limited and may end automatically. Continued use after a trial requires an active plan unless QRelia has granted written complimentary access.

Recurring charges

By starting a paid subscription, the Venue authorises recurring charges through Stripe or another identified payment provider at the selected interval, together with applicable taxes and agreed add-ons. The Venue must maintain a valid payment method and accurate billing details.

Renewal, cancellation and plan changes

A subscription renews until cancelled in accordance with the account flow or written agreement. Cancellation normally prevents the next renewal rather than refunding the current paid period. Upgrades, downgrades or cancellations may change access to features, data exports, Device controls and support.

Failed payments

If a payment is overdue, failed, reversed or disputed, we may retry it and restrict paid features or suspend the tenant after reasonable notice where practicable. The Venue remains liable for undisputed fees accrued before suspension or termination.

Refunds and taxes

Fees are non-refundable except where required by law or expressly agreed in writing. Prices will state whether VAT or another tax is included. The Venue is responsible for taxes, duties and accounting obligations applicable to its purchase and its own Guest transactions.

10. Connected Devices and hardware

Optional Devices may use setup codes, setup PINs, Device identifiers, firmware information, Wi-Fi connectivity, heartbeats, last-seen timestamps, order-state counts, integrated device displays and ambient animations. Device performance depends on compatible hardware, correct installation, stable power, local network conditions and the current software/firmware version.

• The Venue must follow installation and safety instructions and use suitable power supplies and components.
• Electrical or permanent installation work must be performed by a competent person where required.
• The Venue must not modify, expose, overheat, wet, obstruct or operate a Device in unsafe conditions.
• Device lights and displays are operational aids only and must not be the sole channel for emergency, fire, security, accessibility, allergen or legally required communication.
• Unless a written warranty says otherwise, consumables, accidental damage, unsuitable environments, unauthorised modifications and third-party components are excluded from support.
• Device price, VAT treatment, supported delivery destination, shipping charge, delivery estimate, installation scope, returns, warranty period and replacement process are those stated in the Device order or another written agreement.
• Purchasing or subscribing to QRelia does not include permanent electrical installation, venue-network remediation or on-site fitting unless expressly agreed in writing.

11. Analytics, weather data and forecasts

QRelia may calculate revenue-like order value, order volume, average order value, completion rates, service times, best sellers, area performance, preparation-station results, weather overlays and forecasts from available data.

Analytics may contain incomplete, delayed, migrated, cancelled, manually changed or incorrectly configured records. Weather and forecast data may come from third parties and may be unavailable or inaccurate. Outputs are informational and do not constitute accounting, tax, staffing, stock, safety, financial or professional advice. The Venue must verify figures before making material decisions or external claims.

12. Third-party services and integrations

QRelia depends on third-party infrastructure and may integrate with payment, email, hosting, database, weather, domain, security, browser, operating-system, hardware, point-of-sale or property-management services. Current examples include Stripe for Venue subscription billing and Brevo for service email where configured.

Third-party services have their own terms, privacy practices, availability and technical limits. QRelia is not responsible for a third party’s independent outage, API change, pricing change, discontinued feature, security incident or failure, but we will take reasonable steps within our control to manage dependencies affecting the Platform.

13. Data protection and privacy

The Privacy Policy explains QRelia’s processing as an independent controller. For Venue-controlled Guest, staff and operational personal data, the Venue is generally the controller and QRelia is generally the processor. The Data Processing Schedule below forms part of these Terms.

The Venue must provide lawful and transparent privacy information to its Guests and staff, collect only necessary data, configure retention appropriately, respond to rights requests and avoid entering unnecessary sensitive information. QRelia may use aggregated or de-identified information that no longer identifies a person to operate, secure, measure and improve the service.

14. Data Processing Schedule

This section applies where QRelia processes personal data on behalf of a Venue. It is intended to satisfy the controller-to-processor contract requirements of applicable UK data-protection law unless the parties sign a separate data-processing agreement.

Processor commitments

• QRelia will process Venue-controlled personal data only on documented instructions, including instructions expressed through authorised Platform use, unless law requires otherwise.
• Authorised persons will be subject to confidentiality obligations.
• QRelia will maintain reasonable technical and organisational security measures appropriate to the risks and nature of the Platform.
• QRelia will not sell Venue-controlled personal data or use it for unrelated advertising.
• QRelia will inform the Venue if, in our reasonable opinion, an instruction infringes applicable data-protection law.
• Taking account of the nature of processing, QRelia will provide reasonable assistance with data-subject requests, impact assessments, regulator enquiries and compliance information where legally required and technically feasible.
• QRelia will notify the Venue without undue delay after becoming aware of a personal-data breach affecting Venue-controlled data and will provide available information reasonably required for the Venue’s response.
• At the Venue’s choice and subject to legal, security and backup requirements, QRelia will delete or return Venue-controlled personal data after the service ends.
• On reasonable written request, QRelia will provide information needed to demonstrate compliance and permit proportionate audits subject to confidentiality, security, cost and non-disruption safeguards.

Subprocessors

The Venue gives general authorisation for QRelia to use subprocessors needed to provide the Platform. QRelia will impose appropriate data-protection obligations on subprocessors and remains responsible for its own processor obligations. Information about core subprocessors is available on reasonable request. Where required by law or a separate agreement, QRelia will give reasonable notice of a material new subprocessor and consider a good-faith objection based on documented data-protection grounds.

International transfers

QRelia will ensure that restricted transfers initiated by QRelia are covered by applicable UK adequacy regulations, an appropriate safeguard such as the UK IDTA or Addendum, or another lawful transfer mechanism. The Venue authorises such transfers where necessary to provide the service.

Controller obligations

The Venue is responsible for the lawfulness, fairness, accuracy and transparency of its instructions and data; for responding to Guests and staff; and for ensuring that the Platform is configured and used consistently with the Venue’s legal obligations.

15. Venue Content and intellectual property

The Venue retains its rights in Venue Content and grants QRelia a non-exclusive licence to host, copy, transform, display, transmit, back up and otherwise process it as necessary to provide, secure and support the Platform. The Venue confirms that it has the rights and permissions required for all uploaded text, logos, images and other content.

QRelia’s software, interfaces, workflows, source code, database structure, documentation, branding, Device logic and design are owned by QRelia or its licensors. During authorised access, the Venue receives a limited, non-exclusive, non-transferable and revocable right to use the Platform for its internal Venue operations.

Feedback may be used to improve QRelia without payment or obligation, provided QRelia does not publicly identify the Venue or disclose its confidential information without permission.

16. Acceptable use

You must not:

• use QRelia unlawfully, deceptively or to facilitate unsafe or prohibited activity;
• upload malicious code, infringing content, unlawful personal data or misleading menu and pricing information;
• probe, scan, stress, scrape, crawl, reverse engineer or attempt unauthorised access to the Platform;
• bypass subscription, security, tenant, role, rate, QR-session or Device controls;
• interfere with another Venue, user, order, Device, database or service;
• resell, sublicense, clone or use QRelia to build or train a competing service without written permission;
• use QRelia as the sole channel for emergency or safety-critical communication; or
• send spam or use service communications for unauthorised marketing.

17. Confidentiality

Each party must protect the other party’s non-public business, technical, security and commercial information using reasonable care and use it only for the relationship. This does not apply to information that is public without breach, already lawfully known, independently developed or lawfully received from another source.

A party may disclose confidential information where required by law, court or regulator, normally after giving notice where legally permitted.

18. Availability, maintenance and support

We aim to provide a reliable service but do not guarantee uninterrupted, error-free or instantaneous operation. Maintenance, releases, internet failures, hosting, DNS, certificates, local networks, browsers, power, third-party APIs and Devices may affect availability or real-time delivery.

Unless a separate written SLA applies, there is no guaranteed uptime, support response time, fix time, notification latency or order-delivery time. Support priority may depend on severity, security impact, affected Venues, plan, diagnostic information and whether the cause is within QRelia’s control.

We may modify or discontinue features to improve security, reliability, usability, compliance or commercial viability. We will take reasonable steps to avoid materially reducing the core paid service during a current term without notice or a suitable alternative where practicable.

19. Suspension, cancellation and termination

The Venue may cancel through the available account process or written notice, subject to its plan and any agreed minimum term. Either party may terminate for a material breach not remedied within a reasonable written cure period, unless immediate action is justified by law, security, serious misuse or insolvency.

We may suspend all or part of the Platform where reasonably necessary for overdue payment, suspected compromise, unlawful use, material operational risk, threat to other tenants, abusive conduct or breach. Where practicable, we will explain the reason and provide a route to remedy or challenge the suspension.

On termination, access may end and live QR ordering may stop. The Venue should export information it needs before termination. Data will be handled under the Privacy Policy and Data Processing Schedule; backups and records required for security, tax, legal or dispute purposes may remain for limited periods.

20. Warranties and disclaimers

Each party warrants that it has authority to enter the agreement. QRelia will provide the service with reasonable care and skill. Except for express commitments in these Terms or a signed agreement, the Platform is provided on an “as available” basis and all implied conditions, warranties or representations are excluded to the maximum extent permitted by law.

QRelia does not warrant a particular level of Guest adoption, revenue, profit, efficiency, order volume, staff performance, forecast accuracy, integration compatibility or commercial result.

21. Liability

Liabilities that are not limited

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title, or any other liability that cannot lawfully be excluded or limited. Data-protection liability is limited only where applicable law permits.

Excluded losses

Subject to the paragraph above, neither party is liable for indirect or consequential loss. QRelia is not liable for loss of profit, revenue, anticipated savings, goodwill, business opportunity or business interruption, or for loss arising from Venue Content, Venue operations, Guest fulfilment, local connectivity, unsupported hardware, third-party services or failure to maintain a reasonable fallback process.

Liability cap

Subject to the liabilities that are not limited, QRelia’s total aggregate liability arising from the service in any rolling 12-month period will not exceed the greater of £100 and the fees paid or payable by the Venue for QRelia during the 12 months immediately before the event giving rise to the claim. This cap applies in contract, tort (including negligence), misrepresentation, restitution, breach of statutory duty and otherwise.

Each limitation is intended to apply only to the extent it is reasonable and enforceable under applicable law.

22. Venue indemnity

The Venue will indemnify QRelia against third-party claims, regulatory costs and reasonable losses arising directly from the Venue’s unlawful Venue Content, infringement of third-party rights, inaccurate allergen or menu information, unlawful Guest service, breach of licensing obligations or deliberate misuse of the Platform, except to the extent caused by QRelia’s own breach, negligence or unlawful conduct.

23. General terms

Force majeure

Neither party is liable for delay or failure caused by events outside its reasonable control, including major network, hosting, utility, cyber, supplier, governmental, industrial, natural-disaster or public-health events, provided it takes reasonable steps to reduce the effect.

Assignment

The Venue may not assign the agreement without QRelia’s written consent, not to be unreasonably withheld. QRelia may assign it in connection with incorporation, investment, restructuring, sale of the business or transfer of the Platform, provided the successor assumes the relevant obligations.

Notices

Operational notices may be given through the Platform or account email. Formal notices should be sent to support@qrelia.uk and to the Venue’s current account contact. The Venue must keep those details accurate and monitored.

Entire agreement and reliance

These Terms and incorporated documents are the entire agreement about the service. Neither party relies on statements not recorded in them, but nothing excludes liability for fraud or fraudulent misrepresentation.

Severability, waiver and relationship

If a provision is unenforceable, it will be limited to the minimum necessary and the remainder continues. A delay in enforcement is not a waiver. The parties are independent contractors; nothing creates employment, agency, partnership, franchise or joint venture.

Third-party rights

Except where expressly stated, a person who is not a party has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

24. Governing law and disputes

These Terms and non-contractual disputes are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction for business disputes, subject to any mandatory law that cannot be displaced.

Before issuing proceedings, the parties should provide reasonable details of the dispute and attempt in good faith to resolve it through direct discussion.

25. Changes to these Terms

We may update these Terms for legal, security, product or commercial reasons. The updated version will show a new effective date and may be notified through the Platform or email. Changes that are purely beneficial, technical or legally required may take effect on publication.

For a material adverse change to an active paid subscription, we will provide reasonable advance notice where practicable. If the Venue does not accept that change, it may cancel before the change takes effect; continued use afterwards constitutes acceptance.

26. Contact and service-provider details

Service: QRelia

Operator: Lukas Slivka

Country of establishment: United Kingdom

Email: support@qrelia.uk

Website: qrelia.uk