Terms of service

These are general terms drafted for a payments platform. They are not legal advice. Have them reviewed by a qualified adviser before you rely on them commercially, in particular the sections on payments, liability and governing law.

1. Who you are contracting with

These terms are between you, acting on behalf of a business, and VTORA e.U., Korngasse 5b, 2700 Katzelsdorf, trading as Zelvia ("we", "us"). By submitting an enquiry or placing an order you confirm that you are authorised to bind the business you name.

2. What we do, and what we do not

We provide merchant onboarding and dashboard software. We get your business set up to accept card payments through Stripe and give you one place to see sales, refunds, disputes and payouts. The shop, the product pages and the checkout are yours; we do not supply them.

We do not process card payments and we do not hold your money. Card processing is carried out by Stripe Payments Europe, Ltd. under a separate agreement between you and Stripe. You hold your own Stripe account, in your own business name, and you remain the merchant of record for every sale. We are not a bank, not an acquirer and not a party to the contract between you and your customer.

3. Onboarding and acceptance

Sending us an enquiry does not create a contract. Before we set you up we review your business and your product. Your Stripe account is additionally subject to Stripe's own identity, business and sanctions verification, which is Stripe's decision and not ours. We may decline to onboard a business without giving reasons.

4. Fees

Platform fee. A percentage of each completed sale, agreed with you in writing before you go live. It is deducted per transaction. There is no setup fee and no monthly subscription.

Processing costs. Stripe bills us, not you, for processing the card payments taken through the platform. Those costs are already covered by the platform fee, so processing is not deducted from your balance a second time. We do not set Stripe's rates and they may change.

All figures are net and exclusive of VAT or other taxes where these apply.

5. Payments and payouts

Payments settle into your Stripe account and are paid out to the bank account you register with Stripe, on the payout schedule set there. Funds do not pass through an account controlled by us. Payout timing, holds and reserves are determined by Stripe under your agreement with them, and any indicative period we give is not a guarantee.

Refunds are issued by you from your dashboard. Chargebacks are decided between you, your customer's bank and the card scheme. Because you are the merchant of record, the liability for refunds and chargebacks is yours.

6. Your obligations

• Give complete and accurate information, and tell us promptly if it changes, in particular your business model, product range, ownership or domains.
• Sell only what is lawful in every market you accept payments from, and hold every licence that market requires.
• Comply with Stripe's terms and with their restricted businesses list, which applies to your account as it does to ours.
• Publish accurate product descriptions, prices, delivery terms and a refund policy, and honour them.
• Keep chargebacks within the thresholds set by the card schemes and by Stripe.
• Comply with applicable consumer protection and distance selling law, and with data protection law in respect of your own customers.

7. Businesses we cannot set up

Because payments run through Stripe, we cannot set up stores for any business on Stripe's restricted list. That includes, without being a complete list: pharmaceuticals, prescription products, research chemicals and peptides; supplements making health or medical claims; CBD and related products; adult content and services; gambling and betting; financial, investment and credit services; and any business whose lawfulness depends on a licence it does not hold.

We check this before onboarding. If we discover afterwards that a prohibited category is being sold through your account, we may suspend it immediately, and Stripe may close your account independently of us.

8. Suspension and termination

Either party may end the arrangement on written notice, with no notice period and no exit fee. Your Stripe account is in your own name and remains yours, together with your customer records and payout history.

We may suspend your account without notice where required by Stripe, a card scheme, a regulator or applicable law, or where we reasonably suspect fraud, misrepresentation or a breach of section 6 or 7. Stripe may separately restrict or close your account under your agreement with them, and we cannot overturn that decision.

9. Availability

We aim to keep the dashboard available continuously, but we do not guarantee uninterrupted service. Planned maintenance is announced in advance where practicable. We are not responsible for outages at Stripe, at your domain or hosting provider, or elsewhere outside our control.

10. Liability

Nothing in these terms excludes liability that cannot lawfully be excluded. Subject to that, we are not liable for indirect or consequential loss, for loss of profit, revenue, goodwill or data, or for decisions taken by Stripe, a bank or a card scheme, including the restriction or closure of your payment account. Our total liability in connection with these terms is limited to the platform fees you paid us in the twelve months before the event giving rise to the claim.

11. Data protection

How we handle personal data is described in our privacy policy. In respect of your own customers' data you are the controller and we act on your instructions; Stripe processes payment data under its own terms and as a controller for its regulatory obligations.

12. Changes

We may update these terms. The version in force is the one published on this page, and the date above shows when it last changed. Material changes affecting a live store will be notified to the contact address we hold for you.

13. Governing law

These terms are governed by the laws of Austria, without regard to conflict-of-law rules. Mandatory consumer protections available to you in your country of residence are unaffected.

14. Contact

Questions about these terms: support@zelvia.live.