Terms of use for venues

1. Who provides the service

ServedSoul is provided by SoulGrid Solutions, Sarajevo (we, us). Contact: info@soulgridsolutions.com · soulgridsolutions.com.

ServedSoul is intended for hospitality businesses to run their operations, not for consumers’ personal use.

2. What ServedSoul is

ServedSoul is software for ordering and running a venue: a digital menu and table ordering for guests (QR code), live work for waiters, bar and kitchen, payments, statistics, stock, shifts and help with payroll calculation.

We provide the service “as is” and “as available”. We keep improving it, but we do not guarantee that the software meets every specific need of the venue or that it will run without any interruption or error.

3. The venue’s responsibility

The venue enters and maintains its data in ServedSoul and is responsible for it. In particular:

• the accuracy of the menu, descriptions, prices, promotions and item availability;
• the accuracy of allergen and dietary information (vegan, gluten-free, halal …) for every item and option, and training staff to answer guests’ questions verbally;
• fiscalisation of sales under BiH regulations, issuing fiscal receipts and keeping the books;
• compliance with labour law (contracts, working hours, breaks, records) and the rules on serving alcohol (no sales to persons under 18);
• checking every payroll calculation before payment and filing with the authorities — ServedSoul helps with the calculation but does not replace an accountant;
• the correct coordinates of the venue and the radius within which guests may order;
• deciding which staff member has which rights, and keeping PINs and passwords safe.

Every bill printed from ServedSoul carries the note “This is not a fiscal receipt.” The venue issues the fiscal receipt with its own fiscal device.

4. Guest ordering

A guest can only send an order when they are within the venue’s radius; the position (GPS) is checked only at the moment the order is sent. An order binds the venue only once staff accept it.

If a guest shares allergen or diabetes information with their explicit consent, the order carries a warning for staff. Staff must confirm that they have read the warning. The warning is an aid, not a substitute for talking to the guest.

5. Account, access and security

The owner decides who gets access and with which role (owner, manager, waiter, bar, kitchen). The venue is responsible for its users’ actions.

Two-step sign-in is mandatory for owners and managers. Venue devices (a tablet at the bar or in the kitchen, a shared phone) are paired by the owner or a manager; on a paired device staff sign in with a PIN.

If you suspect unauthorised access to an account or device, revoke the device or change the password immediately and contact us at info@soulgridsolutions.com.

6. Venue and guest data

The data entered by the venue and left by guests in the venue belongs to the venue. The venue is the controller of that data, and we process it only on its instructions under the Data Processing Agreement (DPA), which forms part of these terms.

Without support access, the platform administrator sees only account data (name, status, plan, number of users, venues), never the venue’s business data.

7. Remote support

When the account is opened, the venue chooses a support mode and can change it later:

• no support — we never enter the venue’s system; help by phone or e-mail only;
• on the owner’s request — the owner opens access when help is needed; it lasts 2 hours and closes by itself, and the owner can close it earlier;
• permanent access — access stays open while the add-on is paid.

Every time an administrator enters the venue’s system it is recorded (who, when, for how long), the owner is notified, and every change made during support is written to a log the owner can see. During support we only do what is needed to solve the problem.

8. Prices and payment

The subscription is paid according to the price list valid on the day of the order. Prices for venues in Bosnia and Herzegovina are shown in KM (BAM). The remote support add-on depends on the chosen mode.

If the subscription is not paid on time, access may be restricted, but data is not deleted. Full access is restored as soon as payment is received.

We may change prices with at least 30 days’ notice; the new price applies from the next billing period.

9. Availability and backups

We aim to keep the service available 24 hours a day, but we do not guarantee uninterrupted operation. We announce maintenance in the app whenever possible, as a rule outside peak hours (CET).

We make regular database backups. They are for system recovery, not for restoring individual records on request.

If the internet or the server is unavailable, the venue must be able to work without ServedSoul (e.g. paper orders and the fiscal device).

10. Limitation of liability

For damage caused by ordinary negligence, our liability is limited to the amount the venue paid for the service in the 3 months before the damaging event.

We are not liable for lost profit, indirect damage, fines imposed on the venue, incorrect data entered by the venue (menu, prices, allergens, payroll), mistakes by the venue’s staff, or interruptions of third-party services (internet, hosting, e-mail).

These limitations do not apply to damage caused intentionally or by gross negligence, to injury to life and health, or where the law does not allow them.

11. Term and termination

The contract lasts as long as the subscription. The venue can stop using the service at the end of the paid period. We can terminate the contract with at least 30 days’ notice, and immediately in case of a serious breach of these terms.

After termination the venue can download an export of its data for 30 days; we then delete it permanently, except records we must keep by law.

12. Changes, law and language

We inform the owner of material changes at least 30 days in advance; the owner confirms them at the next sign-in.

The law of Bosnia and Herzegovina applies. We resolve disputes amicably; failing that, the competent court in Sarajevo has jurisdiction.

The terms exist in Bosnian, English and German; the Bosnian version is binding. If any provision is invalid, the others remain in force.