Terms of service

Panolo — order fresh bread where you are staying

Last updated: 20 October 2026
Provider: Johannes Nevels, trading as Panolo, KVK 42139085, VAT NL005528548B67, Verlengde J.A. Feithstraat 11, 9725 AS Groningen, the Netherlands — support [at] panolo.eu ("Panolo", "we")

1. What Panolo is, and what it is not

Panolo is software that lets a venue take bread orders from its guests the evening before and hand them over the next morning.

Panolo does not bake, sell or deliver anything. The venue is the seller of the food. Panolo is not a party to the sale between a guest and a venue, does not set prices, and is not the merchant of record for guest payments.

2. Two kinds of user

• Venues — campsites, holiday parks, B&Bs, hosts — subscribe to Panolo and use the admin to run their bread service. Venues use Panolo as a business, and these terms are a business-to-business agreement with them. By creating a venue account you accept these terms on behalf of the business you run.
• Guests use the app free of charge to order from the venue they are staying at.

3. For venues

3.1 Your account

You are responsible for keeping your sign-in details, and those of the colleagues you invite, secure, and for what is done through your account. One account runs one venue. Keep your email address current: it is where we send invoices and notices.

3.2 What you are responsible for

• The food. Its quality, safety, allergen accuracy, labelling and any statutory food-information duties are yours.
• Your prices, and that they are correct and include VAT as the law requires.
• Honouring orders the app shows you, and telling guests promptly when you cannot.
• Your guests' data. You are the controller; we are your processor. Section 11 is our data processing agreement, and the privacy policy is the information you can give your guests.

3.3 Subscription and pricing

• A season runs from 1 March to the end of February, the same for every venue. It has nothing to do with the dates your venue is open.
• Prices are excluding VAT. VAT is added to every invoice: Dutch VAT for a venue in the Netherlands, and the reverse charge for a venue elsewhere in the EU with a valid VAT number.
• Your first 200 orders are free. The free orders are granted once per venue, are counted in orders rather than days, and never expire. Nothing is owed until they have been placed.
• Choosing your plan. You choose your plan in the admin, under Your plan, whenever you like. Choosing charges €99 for the season you are in, at once and in full, whatever the date; that is also true late in a season, and the next season is then charged on 1 March. If you have not chosen a plan when your 200 free orders are used, we accept another 50 orders and then pause new guest orders until you do. We email you before that happens.
• Renewal. Your plan renews automatically every 1 March at €99, and the new season starts again at €99 whatever the season before it reached.
• Price steps. If the orders for your venue reach 1,000 in a season, your price for that season moves to €299, and at 4,000 to €549. Each step charges only the difference (€200, then €250) to the payment method you saved, so you always end the season on the step your own orders reached. We email you when you reach 80% of a step, before it is charged. A step never moves down within a season. From 8,000 orders nothing more is charged automatically; we contact you to agree a price.
• How orders are counted. By us, from the orders actually placed at your venue, including orders reception enters and the free orders, and by the morning they are for. Cancelled orders do not count.
• Cancelling. Cancel any time from Your plan › Invoices and payment details. Your plan then runs to the end of the season you have paid for, and does not renew on 1 March: your guests keep ordering until then, and Your plan shows the date it ends. Until that date you can undo the cancellation in the same place, without a new charge. We do not refund the rest of a season you cancel. When the plan has ended, new guest orders stop, while orders already placed stay on your list and on your guests' screens until they are done. If you choose your plan again in a season you have already paid for, it resumes without a new charge.
• Failed payments. If a payment fails, we tell you and try again, and your guests can keep ordering meanwhile. If it stays unpaid, the subscription may be cancelled at once, which stops new guest orders, and we may suspend the account until it is paid.
• Invoices are issued and paid through Stripe. You find them under Invoices and payment details.
• Promotional discount. When a discount is shown on our site, a venue that signs up while it is shown has claimed it. It applies to your first paid season only — the season charge and any price step within that same season, so that whole season is discounted rather than just its opening price. It does not extend the free 200 orders, does not apply to the online-payment fee in 3.4, and does not carry into later seasons, which start again at the standard price. Taking the offer down ends new claims, never one already made, and never changes a season you have already paid.
• Price changes. We may change these prices for a future season. We tell you at least 30 days before the renewal on 1 March at which the new price would first apply, so you can cancel before it does. A season you have paid is never repriced.

3.4 Online guest payment

If you enable it, guests pay when they order, on a page hosted by Stripe, into your own Stripe account. You set that account up through Panolo, and Stripe's connected account terms then apply between you and Stripe. Online payment is available to venues in the Netherlands, Belgium, Germany and France.

• Each payment carries two fees, both taken from it in your Stripe account. Stripe's processing fee is yours, at Stripe's rate for the payment method the guest used (for example €0.29 for iDEAL, or 1.5% + €0.25 for a European card); Stripe sets these rates and may change them. Panolo's fee is 1.5% of each paid order. When a payment is refunded, Panolo's fee is refunded with it; Stripe does not return its processing fee. Panolo never holds your money.
• You are the seller, and the payment is made to your Stripe account. Refunds, disputes and chargebacks on your guests' payments are yours, and Stripe takes them, and its dispute fee, from your Stripe account. When a guest cancels an order paid online before ordering closes, it is refunded automatically. If Stripe nevertheless recovers any of these from Panolo, you reimburse us.
• We answer disputes for you through Stripe, with the order records Panolo keeps: what was ordered, for which pitch and morning, and whether it was collected. We cannot promise the outcome, and we may accept a dispute when nothing in those records contests it. If online payments at your venue draw repeated disputes, we may switch online payment off for your venue; your guests can still order and pay at pickup.
• Stripe pays your available balance into your bank account once a week, on Monday. Until then the week's payments stay on your Stripe balance, which is where refunds are paid from: Stripe cannot refund an iDEAL or Bancontact payment that your available balance does not cover. If your balance goes negative, for example after a chargeback, Stripe may debit the difference from your bank account.
• An order a guest has not paid for within 30 minutes is released.

3.5 Messages to your guests

Panolo sends your guests the evening reminder and the message that their bread is ready. You can also send announcements to the guests staying with you; they are pushed to guests on site that day who have notifications on. Announcements are for your guests' stay and your bread service — opening times, a closed bakery, a change at pickup. You are responsible for what you write. Do not use them for advertising for third parties, or to send anything unlawful or offensive. To protect guests, an announcement is limited to 300 characters and one a minute.

4. For guests

• An order is a contract between you and the venue, not with Panolo.
• You can cancel an order in the app until ordering closes at the time the venue has set. After that the bread is already being made. If you paid online, a cancellation is refunded to the way you paid.
• Orders that are not collected are still charged. The venue baked it. This is stated again on the confirmation screen when you order.
• Use the pitch, berth or room you are actually staying in, and your own surname. Ordering for someone else's is misuse of the service.
• If you are a consumer, you keep every right your country's mandatory consumer law gives you.

5. Availability

We work to keep Panolo running every evening and morning, and to fix problems quickly, but we do not promise uninterrupted service and offer no service-level guarantee or service credits. Panolo depends on third parties — Google Firebase, Stripe, Brevo, app stores, mobile networks and campsite wifi — that we do not control. We do maintenance at quiet times where we can.

The reminder is a convenience, not a guarantee. Notifications and emails can fail for reasons outside our control: permissions declined, a device offline, an email filtered. A missed reminder is not a breach of these terms.

6. Acceptable use

Do not attempt to access another venue's or another guest's data, disrupt the service, reverse-engineer it, or use it to break the law. Panolo, its software, brand and content remain ours; you get the right to use the service while your account lasts. The menu, texts and pictures you add remain yours, and you allow us to show them to your guests.

7. Liability

Nothing here limits liability that cannot lawfully be limited — including for death or personal injury caused by negligence, for fraud, or for damage caused by our intent or deliberate recklessness.

Subject to that: Panolo is not liable for the food, for a venue's acts or omissions, or for indirect or consequential loss, such as lost profit, lost sales or lost data. Our total liability to a venue, for all claims together in any twelve-month period, is limited to the fees that venue paid us in the twelve months before the event that caused the claim. A claim must be reported to us in writing within twelve months of the venue becoming aware of it. As guests pay us nothing, our liability to a guest is limited to correcting or deleting their data and to what mandatory law requires.

Neither of us is liable for a failure caused by something outside reasonable control, such as an outage at one of the providers named in section 5.

8. Ending it

A venue may cancel at any time, as set out in 3.3, and may ask us to close its account entirely. We may suspend or end an account that breaches these terms, does not pay, or uses the service unlawfully; where it is reasonable, we warn you first and give you time to put it right.

When your guests can no longer order, orders already placed still stand. If you ask us to close your account, or we end it, you can take your orders with you first — copy them from the season report, or ask us for a file — and we then delete your venue and its data within 30 days, except the invoices and payment records we must keep for 7 years under Dutch tax law.

9. Changes

We may change these terms. We tell you about material changes by email and in the app at least 30 days before they take effect; continuing to use Panolo after that means accepting them. If you do not accept, cancel before they take effect. Price changes follow 3.3.

10. Law and disputes

Dutch law applies. Disputes with a venue go to the competent court of the Rechtbank Noord-Nederland, location Groningen. A consumer guest keeps the protection of the mandatory law of their own country and may also go to the courts there. The Vienna Sales Convention (CISG) does not apply. These terms are also our general terms and conditions (algemene voorwaarden); no other general terms apply unless we agree to them in writing.

These terms are also published in Dutch, German and French. If the versions differ, the Dutch version prevails.

11. Data processing agreement

This section is the agreement under Article 28 of the GDPR between the venue (controller) and Panolo (processor) for the personal data of the venue's guests and staff that Panolo processes when the venue uses the service. It is part of these terms and lasts as long as the venue's account.

11.1 What is processed

• Purpose and nature: taking, managing and handing over the venue's bread orders — registering guests to their pitch, showing the order list, sending reminders, order-ready messages and the venue's announcements, emailing the order list to the baker, taking online payment through Stripe, and storing the venue's records.
• Data subjects: the venue's guests, the people on its guest list if it uses the guest-list check, its baker, and its staff with a login.
• Personal data: as listed in the privacy policy — anonymous account identifier, pitch, surname, stay dates, language, optional email address, notification tokens, orders and payment status, guest-list surnames; for staff and the baker, name and email address. No special categories of data are intended; the choice of a gluten-free or vegan item is part of an order only.

11.2 Our commitments

• Instructions. We process the data only to provide the service as described in these terms and in the privacy policy, which together are the venue's documented instructions, including on retention and on transfers outside the EU. We tell you if we believe an instruction breaks the law. If the law requires us to process data otherwise, we tell you first, unless the law forbids it.
• Confidentiality. Only Johannes Nevels has access to the data, and anyone who ever works on Panolo will be bound to confidentiality.
• Security (Article 32). Among other measures: every venue's data is separated by server-side security rules; orders and prices are written only by the server; data is encrypted in transit and at rest; operator access needs a separately granted permission and every operator action is logged; the database has point-in-time recovery; repeated actions are rate-limited; and guest data is deleted on the schedule in the privacy policy.
• Sub-processors. You give general permission for the sub-processors listed in the privacy policy: Google (Firebase and Google Cloud), Brevo and, for online payment, Stripe. We bind each to data protection terms that are at least as protective as these. We tell you at least 30 days before we add or replace one; you may object, and if we cannot meet the objection you may end the agreement without cost before the change applies.
• Transfers. Where a sub-processor processes data outside the EU, the transfer is covered by the EU-US Data Privacy Framework or standard contractual clauses, as the privacy policy describes.
• Helping you. We help you answer requests from guests exercising their rights — the app lets guests delete their own data, and we delete a guest's data on your request — and with security, data protection impact assessments and consultations with a supervisory authority, as far as our part of the processing goes.
• Breaches. We tell you without undue delay, and where we can within 48 hours, after becoming aware of a personal data breach that affects your data, with what we know about it and what we are doing, so you can meet your own 72-hour duty.
• Return and deletion. When the agreement ends, we give you the data on request and then delete it as set out in section 8, except where the law requires us to keep it.
• Demonstrating compliance. We give you the information you need to show that these obligations are met, and answer your written questions. If that is not enough, you may have an audit carried out by an independent auditor bound to confidentiality, at your own cost, with reasonable notice and no more than once a year, unless a breach gives reason for more.

11.3 Your commitments

You make sure you have a lawful basis for the processing, inform your guests (you can point them to the privacy policy), and give us only the data the service needs — for example, a guest list with surnames only.

11.4 Liability

Section 7 applies to this agreement too, without limiting what Article 82 of the GDPR requires towards data subjects.