Terms of Service

1. Introduction and Acceptance

These Terms of Service (“Terms“) govern your use of the cafepilot.eu website and your engagement with CafePilot’s services. By accessing this website or contacting us to enquire about or purchase our services, you agree to be bound by these Terms.

These Terms apply to two distinct relationships:

• Website visitors — Anyone browsing cafepilot.eu (Sections 2–5 apply).
• Service clients — Businesses or individuals who enter into a service agreement with CafePilot (Sections 2–12 apply).

If you do not agree to these Terms, please do not use the website or our services. We reserve the right to update these Terms at any time. The current version is always available at cafepilot.eu/terms/.

2. About CafePilot

CafePilot is an infrastructure management service for gaming cafés, eSports venues, and internet cafés, operated from Thessaloniki, Greece.

• Email: info@cafepilot.eu
• Phone: (+30) 231-231-8022
• Website: cafepilot.eu

3. Website Use

You may use cafepilot.eu for lawful purposes only. You agree not to:

• Attempt to gain unauthorised access to any part of the website or its underlying infrastructure
• Transmit any harmful, offensive, or unlawful content through any form or communication channel on the site
• Use automated tools (bots, scrapers, crawlers) to extract content from the website without prior written permission
• Misrepresent your identity or affiliation when contacting us
• Use the website in any way that could impair its availability or performance

We reserve the right to block access to any user or IP address that violates these conditions.

4. Website Content and Intellectual Property

All content on cafepilot.eu — including text, graphics, design, code, and the CafePilot name and logo — is the property of CafePilot or its licensors and is protected by applicable intellectual property laws.

You may share links to our pages freely. You may not reproduce, copy, republish, or redistribute any substantial portion of our content without our prior written consent. Brief quotations for reference or review purposes are permitted provided they include a clear attribution to CafePilot and a link to the source page.

The Gizmo name and branding are the property of their respective owners. CafePilot is an official Gizmo partner and reseller; we do not claim ownership of Gizmo’s intellectual property.

5. Contact Form and Communications

When you submit the contact form on our website, you confirm that the information provided is accurate and that you are authorised to make contact on behalf of any business you represent. We will respond to genuine business enquiries only. Submission of the contact form does not create any contractual obligation on either party.

CafePilot may retain contact form data in accordance with our Privacy Policy.

6. Our Services

CafePilot provides infrastructure management services for gaming venues under four packages:

Package	Core Deliverable	Model
A — Self-Managed	Hardened Windows master image, Gizmo POS pre-configured, bootable USB deployment	One-time fee
B — Managed Server	Leased ZFS/iSCSI file server, automated game updates, NOC remote management, Gizmo configuration	Monthly
C — Managed Store	Everything in B, plus full LAN/WAN monitoring, ISP liaison, zero-lag network tuning	Monthly
D — White Label	Everything in C, plus marketing assets, staff training, franchise playbooks, legal compliance support, priority SLA	Monthly

The specific deliverables, pricing, payment schedule, and service level commitments for your engagement are defined in the individual service agreement provided to you at onboarding. In the event of any conflict between these Terms and a signed service agreement, the service agreement prevails.

7. Billing Software (Gizmo)

CafePilot is an official partner and reseller of Gizmo billing software. When Gizmo is included in your package:

• CafePilot supplies the Gizmo licence on your behalf and includes licence costs within the agreed package fee.
• CafePilot configures Gizmo to your venue’s pricing model, session types, and promotions prior to handover.
• The Gizmo licence remains active for the duration of your CafePilot service agreement. Upon termination of your service agreement, continued use of Gizmo requires a direct licence arrangement with Gizmo’s publisher.
• CafePilot is not responsible for changes to Gizmo’s features, availability, or pricing made by Gizmo’s publisher. We will communicate any material changes that affect your service with reasonable notice.

8. Payment Terms

Payment terms are specified in your individual service agreement. General conditions that apply unless otherwise agreed in writing:

• Monthly services (Packages B, C, D): Invoiced monthly in advance. Payment due within 14 days of invoice date.
• One-time services (Package A): Payment due prior to or on the date of delivery, as agreed at time of purchase.
• Late payment: Invoices unpaid after 30 days from the due date may incur a late payment charge. CafePilot reserves the right to suspend services on accounts with outstanding invoices overdue by more than 30 days, with 7 days’ written notice.
• Currency: All prices are in Euros (€) unless otherwise stated.
• Taxes: Prices are stated exclusive of VAT unless explicitly stated otherwise. Applicable VAT will be shown on invoices.

9. Service Level Commitments

CafePilot commits to the following service levels on all active Managed service packages (B, C, D):

• Support response time: All support requests acknowledged within 2 business hours of receipt during normal business hours (Monday–Friday, 09:00–18:00 EET), and within 4 hours outside these hours for critical issues.
• Setup quality guarantee: All deployments are validated against agreed performance specifications before handover. If a deployment does not meet agreed specifications, CafePilot will resolve the issue at no additional cost within the agreed timeline.
• Uptime monitoring: NOC monitoring of covered infrastructure is continuous (24/7). Alerts are investigated and acted upon in accordance with severity levels defined in your service agreement.

Service level commitments do not apply during scheduled maintenance windows (communicated with minimum 48 hours’ notice) or where service disruption is caused by factors outside CafePilot’s reasonable control (see Section 11).

10. Client Obligations

To enable CafePilot to deliver services effectively, you agree to:

• Provide accurate information about your venue, hardware, and network at the time of onboarding and promptly notify us of any material changes.
• Provide CafePilot engineers with the necessary access (physical or remote) to carry out agreed work.
• Not modify CafePilot-managed systems, configurations, or software without prior written agreement, except as explicitly permitted in your service agreement.
• Not use CafePilot services for any unlawful purpose, including but not limited to facilitating software piracy, circumventing copy protection, or operating in violation of applicable gaming venue licensing laws in Greece.
• Maintain an adequate and functioning internet connection suitable for the services you have contracted.
• Pay invoices on time in accordance with Section 8.

11. Termination

11.1 Termination by Client

You may terminate a monthly service agreement by providing 30 days’ written notice to info@cafepilot.eu. Notice periods and any minimum contract durations specific to your package are stated in your service agreement. Fees for the notice period are payable regardless of whether services continue to be used during that period.

11.2 Termination by CafePilot

CafePilot may terminate your service agreement immediately and without prior notice if:

• You materially breach these Terms or your service agreement and fail to remedy the breach within 14 days of written notice;
• You use our services for unlawful purposes;
• You fail to pay invoices and the outstanding amount is not settled within 30 days of a formal payment demand.

CafePilot may terminate a service agreement with 60 days’ written notice for any other reason, in which case a pro-rata refund of any prepaid fees will be provided.

11.3 Effect of Termination

Upon termination:

• CafePilot will cease providing managed services and NOC monitoring.
• Leased hardware (where applicable, e.g. ZFS file servers on Packages B, C, D) must be returned to CafePilot within 30 days or collected by our team. Failure to return leased hardware within this period may result in a replacement charge.
• Gizmo licences supplied through CafePilot will be de-registered from CafePilot’s partner account. You are responsible for arranging continued Gizmo licencing directly with the publisher if required.
• Master images and configuration files delivered as part of Package A remain your property.

12. Liability and Indemnification

12.1 Limitation of Liability

To the maximum extent permitted by applicable law, CafePilot’s total liability to you for any claim arising from these Terms or any service agreement — whether in contract, tort, or otherwise — shall not exceed the total fees paid by you to CafePilot in the three calendar months immediately preceding the event giving rise to the claim.

CafePilot shall not be liable for:

• Loss of revenue, profits, or business caused by service interruptions;
• Data loss caused by factors outside CafePilot’s managed infrastructure (e.g. hardware failure of client-owned equipment not covered by your package);
• Disruption caused by your ISP or third-party service providers, except where CafePilot has expressly contracted to manage ISP liaison;
• Any indirect, consequential, or punitive damages.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under Greek or EU law.

12.2 Force Majeure

Neither party shall be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to natural disasters, acts of government, widespread power outages, ISP infrastructure failures, or cyberattacks beyond reasonable mitigation measures.

12.3 Indemnification

You agree to indemnify and hold harmless CafePilot and its team members from any claims, damages, or costs (including reasonable legal fees) arising from your breach of these Terms, your use of our services for unlawful purposes, or your infringement of any third-party rights.

13. Confidentiality

Both parties agree to treat as confidential any technical, commercial, or operational information disclosed by the other party in connection with the services, and not to disclose such information to third parties without prior written consent. This obligation does not apply to information that is or becomes publicly available through no fault of the receiving party, or that is required to be disclosed by law.

14. Governing Law and Disputes

These Terms and any service agreements entered into with CafePilot are governed by the laws of Greece and, where applicable, the laws of the European Union. Any dispute arising from these Terms that cannot be resolved amicably between the parties shall be subject to the exclusive jurisdiction of the competent courts of Thessaloniki, Greece.

Before initiating any formal legal proceedings, both parties agree to attempt good-faith resolution through direct negotiation for a period of 30 days.

15. Changes to These Terms

We may update these Terms from time to time. For existing service clients, material changes to service terms will be communicated by email at least 30 days before they take effect. Your continued use of our services after that date constitutes acceptance of the updated Terms. The current version is always available at cafepilot.eu/terms/.

16. Contact

For any questions about these Terms, please contact us:

• Email: info@cafepilot.eu
• Phone: (+30) 231-231-8022
• Address: Thessaloniki, Greece