Terms of use

What Velox is

Velox connects you with restaurants and gaming centres and lets you reserve a table or a station. The service itself — the food, the equipment, the prices, the cleanliness, the way you are treated — is the venue's responsibility alone. We do not own these places and we do not run them.

Your account

You are responsible for keeping your password safe and for everything done through your account, and for the accuracy of the name and phone number you enter, because the venue relies on both to recognise you on arrival. Accounts must not be created under false names or with numbers that are not yours.

Booking

• A reservation is not confirmed until the venue accepts it. Until then it is a request.
• If the venue has not answered by the time the slot passes, the request simply expires and costs you nothing.
• A venue may decline or cancel a reservation for operational reasons; we tell you as soon as it happens. A cancellation by the venue never counts against you or costs you points.
• The table or station you chose is held for the period you booked, and no longer. If you arrive late, the lost time comes out of your session, because it still ends when the booking said it would.
• You are checked in by scanning your booking code on arrival. Check-in is not accepted more than two hours before your slot.
• If you allow the app to use your location, you are also checked in when you open the app within fifty metres of the venue, from a quarter of an hour before your slot until it ends. A faked or imprecise location is not accepted, and a venue may cancel a location check-in if you were not actually there, in which case it counts as not turning up.

Group bookings

At restaurants you can reserve several tables at once for a group:

• You pick two or more tables (up to twelve), and together they must seat everyone in the party.
• The group is one booking: accepting, declining, cancelling and checking in apply to all its tables together.
• It counts once for points and strikes, not once per table.
• A group booking cannot be modified. To change it, cancel and book again — the two-hour cancellation rule still applies.

Changing a booking

• While a booking is still waiting for the venue, your change is applied straight away.
• Once the venue has accepted it, a change is sent to the venue as a request, and your original booking stays exactly as it was until they answer.
• If the venue accepts, the change is applied; if it declines, your booking is left untouched at no cost to you. We tell you either way.
• You can withdraw a change request as long as it has not been answered.

Attendance and points

The points system exists to balance your interest against the venue's. A table booked that nobody turns up to is a loss for the venue and for the customer who could have sat there.

• Arriving on time or up to ten minutes late: +10 points.
• Arriving 11 to 15 minutes late: +5 points.
• Arriving 16 to 29 minutes late: no points.
• Arriving 30 minutes late or more: 5 points deducted, and it counts as a strike.
• Cancelling an accepted booking less than two hours before it: 10 points deducted, and it counts as a strike.
• Not turning up: 10 points deducted, and it counts as a strike. It is recorded automatically 45 minutes after the slot; a venue cannot record it before 30 minutes have passed.

If you were recorded as not turning up when you were in fact there, the venue can correct it within 24 hours of the slot: your points come back, the strike is removed, and so is any suspension it caused.

Suspension from booking

Three things count against you: booking and not turning up, cancelling an accepted booking less than two hours before it, and arriving thirty minutes late or more. Three of them in a single calendar month suspend your ability to book for one week. A repeat in a later month suspends it for a month, and a third time is permanent. The counter resets at the start of each month, and you cannot receive more than one suspension in the same month.

A suspension stops you booking only; your account, your data and your points remain. Your upcoming bookings are cancelled when it takes effect, so the tables go back to people who can turn up. If you believe it was applied in error, write to us and we will look again.

Reviews

You may review a venue you actually visited and that recorded your arrival, and say what you think. Reviews pass through a language filter before publication and may be held for review or blocked. Abusive language, personal attacks, false accusations and content unrelated to your visit are not allowed, and repeated breaches stop you writing — though you can still book.

A negative opinion is not grounds for a ban. Bans are for abuse, not for criticism.

Reports

• You can report a venue you booked with, and a venue can report you. A report about someone you have never visited is not accepted.
• A report needs an explanation, not a word. You may attach up to four photographs that show what you are describing.
• If you report a venue, it is not told that a report exists or who filed it.
• We do not act on a single report without looking. We read what was written, look at both sides' records, and then decide.
• A false or malicious report counts against whoever filed it, and repeating it puts their own account at risk.

What we are not responsible for

A venue closing or changing its hours or prices; a venue declining or cancelling your booking; the experience differing from what you expected; or interruptions outside our control such as loss of internet or power.

For venues

Everything above concerns the customer. A venue that subscribes to Velox and takes bookings through Velox Business is bound by the terms of use for venues and the privacy policy for venues. The parts that matter to you as a customer:

• A booking the venue accepts is a commitment. If it has to cancel, it must do so in the app straight away so you hear about it.
• The venue receives your name and phone number to seat you, and for nothing else — no marketing, no passing them on, no keeping them afterwards.
• A venue may not charge you a fee for the reservation itself, or treat you differently from someone who walked in.
• If a venue's subscription ends without renewal, it disappears from Velox and its upcoming bookings are cancelled; we tell you, and it costs you nothing.

Changes

We may amend these terms. Any change is published on this page with its date, and continuing to use the app after that means you accept it.

Governing law

These terms are governed by the laws in force in the Syrian Arab Republic, and its courts have jurisdiction over any dispute arising from them.