Business Terms of Service

Effective date: 2026-08-10

These Terms govern business use of the ExcuseMe platform (the Service) supplied by EXCUSEME DOO, Stanoja Bunuševca 73, Niš, Serbia, company number 22310968, PIB 115748813 (ExcuseMe, we). Contact: hello@excuseme.pro.

1. Contract and users

The customer is the venue or other business named during signup (Venue). The person accepting these Terms confirms that they can bind the Venue. Admin subscriptions are for business use, not personal or household use.

A guest ordering food or drink is not buying the Service from ExcuseMe. Guest transactions are governed by the separate Guest Terms; the Venue is the merchant for the guest order.

The following documents form the agreement: these Terms, the accepted order form or in-product plan description, the Data Processing Agreement, Acceptable Use Policy, Refund Policy, and any signed addendum. A signed order form prevails for an expressly conflicting commercial term.

2. Service

ExcuseMe supplies hosted menu, QR/NFC ordering, venue operations, reporting, loyalty and AI-assistance features. Features and limits depend on the selected plan; a feature not enabled for the Venue's plan or not offered in its market is not part of the Service.

The Service relies on third-party providers for hosting, AI features, sign-in, billing and email. The providers currently used are identified in the Subprocessor List, which we keep up to date as providers change.

We may provide a time- or usage-limited trial. Unless the signup screen states otherwise, a trial ends without automatic charging and access ends unless the Venue starts a paid subscription.

3. Accounts and Venue obligations

The Venue must:

• provide accurate account and billing details, protect credentials, and maintain authorised roles;
• keep menus, prices, tax treatment, availability, allergens, age restrictions and fulfilment information accurate;
• honour accepted guest orders and applicable consumer, food-safety, alcohol, fiscal and accessibility law;
• obtain any notices or permissions required for staff and guest data it controls;
• use the Service only for lawful goods and follow the Acceptable Use Policy; and
• promptly notify security@excuseme.pro of suspected account compromise.

The Venue controls menu order and availability. Guest search and category views primarily use Venue-defined sort order, availability, the selected category and the guest's query. ExcuseMe does not sell higher guest-menu ranking.

4. AI features

AI output can be incomplete or wrong. It is an interface aid, not legal, medical, allergen, age-verification or food-safety advice. The Venue remains responsible for the published menu and staff review. A guest must confirm the final cart before an order is submitted. The Venue must provide a practical non-AI ordering route through staff when required.

The Service may apply technical limits, human review, validation and filtering to model output and tool calls. We may block unsafe or malformed instructions, but do not promise that every error will be detected.

5. Charges, locations and usage

Prices, billing cadence, active-location charges, accepted-order charges, AI Balance top-up amounts and usage rates, and fair-use allowances are shown before purchase. EXCUSEME DOO is the seller and issues the invoice for the Venue subscription itself; there is no third-party merchant of record. Invoices are issued in RSD for Venues in Serbia and in EUR otherwise. The issuer is not registered for VAT, so no VAT is charged and invoices carry a note to that effect.

• Monthly or annual renewal. The Venue chooses monthly or annual Standard location billing before purchase. Annual billing is optional, not required. The selected cadence renews until cancelled.
• Locations. The settled subscription quantity is the number of active locations the Venue may use. Additional location allowance purchased during a monthly or annual period is prorated through the current prepaid term and becomes available after that invoice settles. Deactivation changes the next renewal quantity and does not create a refund for the current prepaid period.
• Accepted orders. An order is chargeable when Venue staff first change it from pending to confirmed during an active paid billing series. A later cancellation, refund or fulfilment failure does not reverse that accepted-order usage event. Trial, test and expressly billing-exempt usage is not retrospectively charged.
• Usage invoicing. Monthly Standard invoices combine the upcoming month's active-location charge with accepted orders from the preceding period. Annual Standard invoices prepay only the fixed location fee; accepted orders are invoiced separately in monthly usage windows. If an invoice remains unpaid after the stated seven-day grace period, public menu access may be blocked until settlement.
• Prepaid AI Balance. One shared prepaid balance funds guest-facing AI chat and voice across the Venue's locations at the rates shown before purchase. It activates only after payment settles, is consumed earliest-expiry first and expires 12 months after settlement. A chat session is charged after the first successful assistant response. Voice is charged by actual connected seconds. Failed or released reservations consume nothing. AI Balance is non-transferable, not redeemable as cash and, except where mandatory law requires otherwise, non-refundable.
• Included AI tools and fair use. AI analytics, menu import and menu translation may have published per-location generation, source or character limits and an internal provider-cost safety limit. Cached analytics, identical-source reprocessing, failed imports, manual/CSV import and manual translations are treated as described in-product. At a limit, we may provide a non-AI analytics fallback or pause the affected AI tool until reset. These tools do not consume AI Balance.

Invoices are payable by bank transfer to the account named on the invoice, using the payment reference shown, by the stated due date. We do not store Venue payment-card details. Failed or late payment may cause restricted access after the applicable grace period. See the Refund Policy.

6. Data and confidentiality

Between the parties, the Venue owns its menu and customer data. The Venue grants us the limited rights needed to host, secure, transform, back up and transmit that data to provide the Service.

For guest order, loyalty and venue-directed conversation data, the Venue is normally controller and ExcuseMe processor. ExcuseMe is an independent controller for its business accounts, billing, legal evidence and platform security. The DPA governs processor activity; the Privacy Policy explains both roles.

Each party must protect the other's non-public business information and use it only for the agreement, except where disclosure is legally required or the information is independently public, already lawfully known, or independently developed.

7. Intellectual property and feedback

ExcuseMe and its licensors own the Service, software, design and documentation. The Venue receives a limited, non-exclusive, non-transferable right to use the Service during its subscription. No source-code, trademark or resale rights are granted.

The Venue warrants that it may upload its content. It may use suggestions it sends us without restriction by us, and grants us a perpetual right to use feedback without identifying the Venue or disclosing confidential information.

8. Content restrictions and moderation

We may investigate and restrict content or conduct that violates law, these Terms or the Acceptable Use Policy. Measures can include rejecting an upload or model action, hiding content, rate limiting, preserving evidence, suspending a feature, or suspending/terminating an account. Automated controls may flag malformed input, abuse, fraud, secrets or prohibited content; material account decisions receive human review on request where reasonably available.

Send illegal-content or rights notices to abuse@excuseme.pro with the URL or Venue name, the reason, supporting evidence and contact details. We may request verification. Appeals may be sent to the same address. We will explain a restriction unless law, security or abuse-prevention needs prohibit that explanation.

9. Changes, availability and security

We use reasonable care to operate the Service securely, but it is provided over third-party networks and is not uninterrupted. Maintenance, emergency remediation, provider failure and force majeure may affect it. Unless a signed SLA says otherwise, no uptime service level or service credit applies.

We may improve the Service and retire features. For a material adverse change to paid core functionality, we will normally give at least 30 days' notice or offer termination at the end of the current billing period. Security, legal and provider-emergency changes may take effect sooner.

For EU business users where Regulation (EU) 2019/1150 applies, changes to these Terms will be notified on a durable medium at least 15 days before taking effect when required; longer notice will be used where technical adaptation reasonably requires it. Retroactive changes apply only where legally permitted.

10. Suspension and termination

The Venue may cancel at any time; cancellation takes effect at the end of the paid term. Either party may terminate for an uncured material breach after reasonable written notice, or immediately for illegality, serious security risk, insolvency where permitted, or repeated/serious abuse.

Where applicable EU platform-to-business law requires it, we provide reasons for restriction or suspension and 30 days' notice with reasons before terminating the whole Service, subject to statutory exceptions. Complaints are free at hello@excuseme.pro and are reviewed proportionately by a person not involved in the initial decision where practical. The statutory small-enterprise exemption may apply to formal complaint-statistics and mediator duties; where EU platform-to-business law nonetheless requires an external mediator, ExcuseMe designates one as required.

On termination, the Venue may export data through available tools before access ends. We then delete or return processor data under the DPA, except backups and records retained by law. We do not use Venue data to compete with the Venue after termination.

11. Warranties and liability

Each party warrants it has authority to enter the agreement. To the maximum extent permitted by law, the Service is otherwise supplied as available and implied warranties are excluded.

Neither party is liable for indirect or consequential loss, lost profit, lost revenue, lost goodwill or lost data, except where that exclusion is prohibited. ExcuseMe's aggregate liability arising from the Service is capped at fees paid or payable by the Venue during the 12 months before the event. The cap and exclusions do not apply to fraud, wilful misconduct, death or personal injury caused by negligence, breach of confidentiality/data-protection obligations to the extent they cannot lawfully be limited, or liability that mandatory law does not permit us to exclude.

The Venue will indemnify ExcuseMe against third-party claims caused by its unlawful menu/content, guest fulfilment, regulated-goods sale, tax/fiscal failure, or material breach, to the extent caused by the Venue and subject to prompt notice and reasonable control of the defence.

12. Law and disputes

These Terms and non-contractual obligations are governed by the laws of the Republic of Serbia. The competent courts in Niš, Serbia have exclusive jurisdiction, except that either party may seek urgent protective relief in any competent court and mandatory law may require another forum.

Before filing, the parties will try in good faith for 30 days to resolve the dispute through hello@excuseme.pro.

13. EU/UK notices

The contact point for recipients and authorities is legal@excuseme.pro. ExcuseMe has no EU establishment. Where the Service is offered as an intermediary service in the EU and a Digital Services Act Article 13 representative is legally required, ExcuseMe designates and publishes one as required; a GDPR representative does not automatically fill that role.

14. General

Neither party may assign the agreement without consent, except to an affiliate or in a merger or sale of substantially all relevant assets, with notice and continued obligations. ExcuseMe may use subcontractors and remains responsible as stated in the DPA. Invalid provisions are narrowed or severed; delay is not waiver. The agreement is the complete agreement on the Service. Notices go to the account email and to legal@excuseme.pro.

These Terms are provided in English, which governs any inconsistency, subject to mandatory local law. Any translation is provided for convenience only.