Guest Ordering Terms

Effective date: 2026-07-10

These terms apply when you select Place order through ExcuseMe at a Venue. They do not govern the Venue's subscription to ExcuseMe.

1. Who sells to you

The Venue named on the checkout screen is the merchant and contracting seller of the food, drink or other items. The Venue sets the menu, prices, tax treatment, availability, allergens, age rules, payment methods, fulfilment, cancellations and refunds.

EXCUSEME DOO NIŠ supplies the ordering technology as an intermediary and, for most order data, processes information for the Venue. ExcuseMe is not the restaurant/bar, does not prepare or deliver items, and does not take guest payment through the ordering screen unless a future checkout expressly identifies otherwise.

2. Placing an order

Review items, modifiers, quantities, total, payment/fulfilment choice and notes. Selecting Place order is an offer to buy from the Venue and acceptance of these terms. The Service records the version and language presented. A confirmation means the request reached the Venue; the Venue may still reject it for closure, availability, safety, age or obvious pricing/error reasons and should tell you.

Prices shown at confirmation apply unless an obvious error is corrected before acceptance. Payment is made by the method shown (for example at counter, on delivery or on a tab). A tab may remain payable even if you leave the page.

3. Changes, cancellation and refunds

Ask Venue staff immediately. Preparation can begin at once, so cancellation or changes are not guaranteed. The Venue handles missing/incorrect items, quality, fulfilment and guest refunds under its policy and mandatory consumer law. ExcuseMe support can help route a technical complaint but cannot promise a Venue refund.

4. Allergies, safety and restricted products

AI, translations and menu filters can be wrong and do not guarantee allergen-free preparation. Tell Venue staff directly about allergies or dietary/medical needs before ordering; do not rely only on a free-text note or AI answer. Cross-contamination is controlled by the Venue.

You must meet applicable age and legal conditions for alcohol or other restricted items. The Venue may request identification and refuse service. ExcuseMe is not an age-verification service.

5. Accounts and loyalty

Guest ordering can normally be anonymous. Google sign-in is optional. Venue loyalty processing starts only after the explicit opt-in shown before sign-in/enrolment; you can withdraw in the account panel. A Venue may set earning, redemption, expiry and adjustment rules displayed in the Service. Points are promotional, venue-specific, non-transferable and have no cash value except where mandatory law says otherwise.

6. Location, fraud and AI

The app may request device location when a QR/NFC session is created to check that an order comes from the Venue. Refusing may prevent online ordering; ask staff for an alternative. The raw QR coordinates and random fraud identifier are retained for 90 days and are not copied to the order.

AI output is assistance only. You remain responsible for checking the final cart. Material automated fraud flags can be reviewed by Venue staff; staff can take an order in person.

7. Conduct and service limits

Do not submit unlawful, abusive or malicious content, interfere with the Service, evade limits, access another order/account, or submit payment-card numbers or unnecessary sensitive information in chat/notes. The Acceptable Use Policy applies. We may block unsafe requests or suspend access.

The Service may be unavailable. Neither ExcuseMe nor the Venue excludes liability that mandatory consumer law does not allow them to exclude. Subject to that law, ExcuseMe is responsible only for the ordering technology it supplies, not the Venue's goods, preparation, staff, premises, fulfilment or refund decision.

8. Privacy, complaints and law

The Privacy Policy explains the Venue/ExcuseMe roles and your rights. For the order or goods, contact Venue staff using the details shown at the location. For a technical problem contact hello@excuseme.pro; privacy requests may go to privacy@excuseme.pro.

The Venue's local mandatory consumer law and courts remain available. To the extent a dispute concerns only ExcuseMe's platform service and mandatory law does not specify otherwise, Serbian law applies and the competent courts in Niš have jurisdiction.

English and Serbian versions are intended to match. The language required by mandatory law or presented for your order governs an unresolved inconsistency.