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Vlok Fees and Billing Policy

Last updated: 1 August 2026

This Fees and Billing Policy (“Policy”) explains the fees, billing arrangements and payment terms applicable to the Vlok Service.

This Policy forms part of the agreement between Vlok Ltd (“Vlok”, “we”, “us” or “our”) and the restaurant, hospitality business or other business using the Service (“Client”, “you” or “your”).

This Policy should be read together with:

If an Order Form expressly states different pricing or commercial terms, the Order Form will take priority for those matters.

1. Business use

The Service is provided solely for business use.

All prices are stated in pounds sterling and exclude VAT unless expressly stated otherwise.

VAT and any other applicable taxes will be added at the prevailing rate.

2. Available plans

Vlok currently offers the following standard subscription plans:

The plan selected by the Client will be shown in the Order Form, checkout process or subscription confirmation.

Vlok may also offer:

Any such arrangement must be confirmed by Vlok in writing or displayed during the applicable checkout process.

3. Vlok Pro

3.1 Subscription fee

The standard Vlok Pro subscription fee is:

£350 per Billing Month, excluding VAT.

The subscription fee is charged in advance at the beginning of each Billing Month.

3.2 Included AI minutes

Vlok Pro includes:

1,000 AI call minutes per Billing Month.

An AI call minute means a minute, or part of a minute where rounded in accordance with Vlok’s billing systems, during which the Service actively handles or processes a telephone interaction for the Client.

Vlok may exclude internal technical activity from billable minute calculations where appropriate.

Unused included minutes:

3.3 Additional AI minutes

Where the Client exceeds 1,000 AI call minutes during a Billing Month, additional usage will be charged at:

£0.20 per additional AI minute, excluding VAT.

Additional minute charges accrue throughout the Billing Month.

They are invoiced and charged at the beginning of the following Billing Month.

3.4 Example

If the Client’s Billing Month runs from 4 August to 3 September and the Client uses 1,250 AI minutes:

4. Vlok Performance

4.1 Subscription fee

The standard Vlok Performance subscription fee is:

£99 per Billing Month, excluding VAT.

The subscription fee is charged in advance at the beginning of each Billing Month.

4.2 Telephone booking charges

For bookings generated through a telephone interaction handled by the Service, the Client will be charged:

£0.60 per Booked Guest, excluding VAT.

4.3 Online booking-widget charges

For bookings generated through a Vlok online booking widget, the Client will be charged:

£0.25 per Booked Guest, excluding VAT.

4.4 Included service usage

Vlok Performance does not ordinarily include separate charges for:

This is subject to:

4.5 No minute limit

Vlok Performance does not have a standard monthly AI-minute allowance or overage rate.

However, this does not permit:

Where the Client’s use is abnormal, abusive or materially outside ordinary restaurant or hospitality use, Vlok may:

Where reasonably practicable, Vlok will notify the Client before applying additional charges for non-urgent usage concerns.

5. Booked Guests

5.1 Meaning of Booked Guest

A “Booked Guest” means each person included in a reservation successfully created through:

For example, a confirmed reservation for four people will ordinarily generate four Booked Guest charges.

5.2 Charges are based on the booking

Booked Guest charges are based on the number of people included in the confirmed booking when it is created or last materially updated through the Service.

The charge applies whether or not:

Vlok does not verify physical attendance at the restaurant.

The Vlok Performance plan charges for the booking opportunity generated through the Service, not for guaranteed attendance or revenue.

5.3 Booking amendments

Where an existing booking is amended through the Service:

5.4 Duplicate and test bookings

Vlok may exclude or credit:

The Client must not create artificial, misleading or excessive test bookings.

6. Performance-plan billing

The Client’s monthly Vlok Performance invoice may include:

Example

If a Client’s Billing Month begins on 4 August:

7. Billing Month and subscription anniversary

The Client’s first Billing Month begins on the date its paid subscription starts, unless the Order Form states otherwise.

Each subsequent Billing Month begins on the corresponding calendar date.

For example:

Where the corresponding date does not exist in a particular month, Vlok may process the renewal on the final day of that month or another reasonably equivalent date.

Vlok may adjust a billing date where reasonably necessary because of:

A minor administrative change to the collection date does not change the Client’s underlying payment obligations.

8. Setup fees

A setup fee may apply as stated in:

Setup fees may cover:

Unless otherwise stated, setup fees are charged before onboarding or activation begins.

Setup fees are non-refundable once Vlok has commenced onboarding work, except where Vlok cannot activate the Service for reasons within its reasonable control.

9. Additional charges

Additional charges may apply for:

Additional fees will apply only where:

This does not prevent Vlok from passing on legally recoverable costs arising from late payment, chargebacks, fraud or breach of the Agreement.

10. Invoices

Invoices will be made available electronically and may be sent to the Client’s:

The Client must ensure its billing information remains accurate and current.

Failure to receive or review an invoice does not remove the obligation to pay amounts properly due.

An invoice may include charges from different periods where:

11. Payment methods

Vlok may accept payment by:

The Client must maintain a valid payment method throughout the subscription.

Vlok may require a Client to use a particular payment method based on:

Cancelling a payment mandate does not cancel the subscription or remove any obligation to pay.

12. Direct Debit

Where payment is made by Direct Debit, the Client authorises Vlok or its payment provider to collect:

Vlok or its payment provider will provide the Client with applicable advance notice of:

in accordance with the relevant Direct Debit arrangements.

Collections may appear on the Client’s bank statement under the name of Vlok, its payment provider or another notified service-user name.

Any rights arising under the Direct Debit Guarantee operate separately from the Client’s contractual obligation to pay valid charges.

A refund obtained through a Direct Debit indemnity or bank process does not automatically establish that the underlying invoice was invalid.

13. Card payments, surcharges and Direct Debit discounts

Vlok may:

Vlok will not impose a card surcharge where that surcharge is prohibited by applicable law.

Any card surcharge will be:

Vlok may remove, introduce or change a Direct Debit discount or legally permitted payment charge by giving reasonable notice.

A change to the underlying subscription price remains subject to the 30-day fee-change provisions in this Policy.

14. Payment authorisation

The Client authorises Vlok and its payment providers to:

Vlok does not ordinarily store full payment-card details itself where payment information is handled by a payment provider.

15. Billing disputes

The Client must review its invoices and raise any genuine billing dispute within 14 days of the invoice date.

A dispute should include:

The Client must pay all undisputed amounts by the due date.

Raising a dispute does not automatically suspend:

Vlok will investigate disputes reasonably and may:

Failure to dispute an invoice within 14 days does not prevent correction of:

16. Performance-plan booking disputes

A Client may ask Vlok to review a Booked Guest charge where it believes that:

The fact that a guest:

does not, by itself, make the charge invalid.

Vlok may, at its reasonable discretion:

Any goodwill credit does not create an obligation to issue the same credit in another case.

17. System records

Vlok’s system records will be used to calculate:

These records will be presumed accurate unless:

Vlok may use reasonable rounding and measurement rules required by its telecommunications, payment or infrastructure providers.

18. Credits

Vlok may issue account credits at its discretion.

Credits may be issued for:

Unless Vlok states otherwise, a credit:

Vlok may withdraw a credit obtained through fraud, error or misuse.

19. Refunds

Except where required by law or expressly stated in the Agreement:

Vlok may issue a refund at its discretion where:

Refunds will ordinarily be returned to the original payment method.

20. Failed payments

If a payment fails, is declined, reversed or remains unpaid, Vlok may:

Unless Vlok exercises its discretion to allow additional time, the Client must resolve a failed payment within seven days of the payment becoming due.

If the balance remains unpaid after seven days, Vlok may suspend or lock the Client’s account without further notice.

Vlok may extend the payment period at its discretion based on:

Any extension:

21. Late-payment interest and recovery costs

Where permitted by law, Vlok may charge:

Vlok may claim interest and recovery costs available under the Late Payment of Commercial Debts legislation where applicable.

Interest accrues until the outstanding amount is paid in full.

Accepting late or partial payment does not waive Vlok’s right to recover the remaining balance, interest or costs.

22. Suspension for non-payment

Where Vlok suspends the Service for non-payment:

Vlok is not responsible for bookings, calls, revenue or opportunities lost during a valid non-payment suspension.

Vlok may require payment of:

before restoring access.

23. Chargebacks, indemnity claims and payment reversals

The Client must not initiate an unjustified:

for a valid charge.

Before initiating a payment dispute, the Client should first raise the matter through Vlok’s billing-dispute process, unless fraud, account compromise or another urgent circumstance makes that impracticable.

Where a Client obtains a reversal of a valid payment, Vlok may:

Nothing in this section prevents the Client from exercising a genuine legal or payment-scheme right.

24. Promotions and discounts

Promotions and discounts may be subject to:

Unless stated otherwise:

The applicable checkout page, pricing page, Order Form or promotion notice will state the material terms of the offer.

25. Fee changes

Vlok may change:

by giving the Client at least 30 days’ written notice.

A fee change will not apply retrospectively.

Where a change materially increases the Client’s recurring charges, the Client may cancel the affected Service before the new price takes effect.

Where the Client gives valid cancellation notice under this section:

If the Client continues using the Service after the effective date without cancelling, the revised fees will apply.

Changes to VAT, taxes, regulatory charges or mandatory Provider charges may take effect as required by law or the relevant provider.

26. Plan changes

A Client may request to move between Vlok Pro and Vlok Performance.

Plan changes are subject to:

Unless otherwise agreed:

Vlok may refuse repeated, abusive or strategically timed plan changes intended to avoid valid usage charges.

27. Cancellation and final billing

The Client must provide at least 30 days’ written notice to cancel the Service.

During the notice period:

After termination, Vlok may issue a final invoice covering:

Cancelling a Direct Debit or card authority does not constitute valid cancellation of the Service.

28. Taxes and withholding

The Client is responsible for all taxes, duties, levies and similar charges applicable to its purchase of the Service, excluding taxes based on Vlok’s net income.

If the Client is legally required to make a deduction or withholding, it must:

29. No set-off

Unless required by law, the Client must pay amounts due without:

This does not prevent the Client from raising a genuine dispute under this Policy.

30. Billing communications

Vlok may send billing communications by:

The Client must keep its billing and payment contacts current.

A billing notice sent to the latest contact information supplied by the Client will be treated as properly sent.

31. Changes to this Policy

Vlok may update this Policy in accordance with the Terms of Service.

Material fee changes are subject to section 25.

Other updates may take effect on the date stated in the updated Policy.

Where a material update substantially disadvantages the Client, the Client may exercise any early-cancellation right available under the Terms of Service.

32. Governing law and jurisdiction

This Policy and any non-contractual obligations arising out of or in connection with it are governed by the law of England and Wales.

The courts of England and Wales have exclusive jurisdiction to settle disputes arising out of or in connection with this Policy.

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