Terms & Conditions

Last updated: 12/01/2026

These Terms & Conditions (“Terms”) govern your access to and use of the Vellocy mobile application, website, and related services (the “Platform”).

By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not use the Platform.

1. Introduction

The Platform is operated by:

Velloney Operations LTD
Company ID: HE482287
Registered address: Amiliou 9, Limassol, Cyprus
Phone: +357 94 624103
Email: support@vellocy.com

2. Definitions

“Customer” – a user placing orders through the Platform
“Restaurant” – a third-party food provider listed on the Platform
“Courier” – an independent delivery partner
“Order” – a request for food or products placed through the Platform
“Content” – all text, images, logos, and materials on the Platform

3. Marketplace Model & Role Of Vello

Vellocy operates as a technology intermediary only.

Restaurants are responsible for food preparation, quality, allergens, and pricing
Couriers are responsible for delivery services
Vellocy is not a restaurant, food producer, or delivery employer

Contracts for food purchases are formed directly between the Customer and the Restaurant.

Velloney Operations LTD does not take ownership of goods sold by Restaurants and does not act as merchant of record unless explicitly stated otherwise.

4. Eligibility

To use the Platform, you must:

Be at least 18 years old
Have legal capacity to enter into binding contracts
Provide accurate and complete information

5. User Accounts

You are responsible for:

Maintaining confidentiality of login details
All activity conducted under your account

We may suspend or terminate accounts for:

Fraud or abuse
Breach of these Terms
Illegal or harmful activity

6. Orders & Availability

Menu items are subject to availability
Prices and descriptions are provided by Restaurants
Vellocy does not guarantee availability, accuracy, or completeness of menus

Once an Order is accepted, it becomes binding.

7. Prices & Payments

Prices include applicable VAT unless stated otherwise
Payments are processed via third-party payment providers
Vellocy does not store payment card details

Additional fees (delivery, service, small-order fees) may apply and will be shown before checkout.

8. Cancellations, Refunds & Withdrawal Rights

8.1 Customer Cancellations

Orders may only be cancelled before preparation begins
Once preparation has started, cancellation may not be possible

8.2 Refunds

Refunds may be issued for:

Missing items
Incorrect orders
Orders not delivered

Refunds are assessed based on objective criteria, including but not limited to incorrect, missing, damaged, late, or undelivered orders, in accordance with these Terms and applicable law.

Approved refunds are processed to the original payment method within a reasonable timeframe. The time for the refund to appear on the cardholder’s account depends on the issuing bank.

8.3 Right of Withdrawal (Distance Selling)

Right of Withdrawal

In accordance with the Cyprus Consumer Protection Law (L.112(I)/2021) and EU Directive 2011/83/EU, consumers generally have the right to withdraw from a distance contract within fourteen (14) calendar days without giving any reason.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• The supply of food, beverages, groceries or other goods which are liable to deteriorate or expire rapidly
• The supply of prepared meals or products made to the consumer’s specifications
• Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
• Services which have been fully performed with the consumer’s consent before the end of the withdrawal period

As Vello operates a food and local-commerce marketplace, the majority of products and services offered via the platform fall under these exceptions and are not eligible for withdrawal once preparation or delivery has commenced.

Eligible Products (Where Applicable)

In limited cases where non-perishable goods are offered by sub-merchants and are eligible for withdrawal, the consumer may exercise their right of withdrawal within fourteen (14) days from the date of delivery, provided that:

• The product is unused, unopened, and in its original condition
• The withdrawal request is submitted through the Vello application or by contacting customer support

Any approved refund will be processed to the original payment method within a reasonable timeframe. Banking processing times may vary depending on the card issuer.

9. Delivery

Delivery times are estimates only
Delays may occur due to traffic, weather, or operational issues
Couriers are independent contractors, not employees

Risk of loss passes to the Customer upon successful delivery, subject to applicable consumer protection laws.

10. Allergens & Food Safety

Restaurants are solely responsible for:

Ingredient accuracy
Allergen information
Food safety compliance

Customers with allergies must contact Restaurants directly before ordering.

11. User Conduct

You agree not to:

Use the Platform unlawfully
Abuse or harass couriers, restaurants, or staff
Interfere with Platform functionality
Upload malicious or misleading content

Violations may result in immediate account termination.

12. Intellectual Property

All Platform content is owned by or licensed to Velloney Operations LTD.

You may not copy, modify, distribute, or exploit content without prior written consent.

13. Limitation of Liability

To the maximum extent permitted by law, Velloney Operations LTD shall not be liable for:

Food quality or preparation issues
Allergic reactions
Delays or failed deliveries
Indirect or consequential damages

Total liability shall not exceed the value of the relevant Order.

14. Complaints, Disputes & Customer Support

Vello is committed to providing high-quality service and handling customer complaints in a fair, transparent, and timely manner.

How to Submit a Complaint

Customers may submit complaints by:

• Using the in-app support or help section
• Sending an email to support@vellocy.com

When submitting a complaint, customers should provide:

• Order number
• Date of the order
• Description of the issue
• Any supporting evidence (such as photos, where applicable)

Complaint Handling Process

• Complaints are acknowledged within 24 hours of receipt
• Vello aims to investigate and respond with a resolution within 5–7 business days
• In complex cases, customers will be informed of any delays and provided with status updates

Merchant-Related Complaints

Where a complaint relates to the quality, preparation, or accuracy of goods or services provided by a sub-merchant, Vello will act as an intermediary and coordinate resolution with the relevant merchant in accordance with marketplace regulations.

Chargebacks & Payment Disputes

Customers are encouraged to contact Vello customer support before initiating a chargeback with their card issuer. Unresolved disputes may result in a formal chargeback being processed through the cardholder’s bank in accordance with card scheme rules.

Alternative Dispute Resolution

If a complaint cannot be resolved amicably, consumers may be entitled to use alternative dispute resolution mechanisms in accordance with Cyprus and EU consumer protection regulations.

15. Indemnification

You agree to indemnify and hold harmless Velloney Operations LTD from any claims arising from:

Your misuse of the Platform
Breach of these Terms
Violation of applicable laws

16. Suspension & Termination

We may suspend or terminate access:

Immediately and without notice
For security, legal, or operational reasons

Termination does not affect accrued rights or obligations.

17. Changes to the Platform or Terms

We may update these Terms at any time.
Material changes will be communicated via the Platform.

Continued use constitutes acceptance of updated Terms.

18. Governing Law & Jurisdiction

These Terms are governed by the laws of the Republic of Cyprus.

Any disputes shall be subject to the exclusive jurisdiction of the courts of Cyprus.

19. Severability

If any provision is found invalid or unenforceable, the remaining provisions shall remain in full force and effect.

20. Contact

For questions or complaints, contact:

📧 support@vellocy.com
📞 +357 94 624103