In short
- Table deal: cancel free of charge up to 10 minutes before the end of your arrival window. Cancelling later or not turning up gives you a (half) strike. No money is ever involved.
- Takeaway deal: cancel free of charge up to 2 hours before the pick-up window starts. If you buy within those 2 hours, you can cancel up to 5 minutes after buying.
- Not collected = no refund. Your order was ready and waiting for you.
- If the venue cancels, you automatically get the full amount back.
- If something's wrong with your takeaway order, report it in the app within 24 hours after the pick-up window.
- Your money goes back to the payment method you used, usually within 5–10 working days, depending on your bank.
1. What this policy covers
1.1 This policy forms part of the Terms of Use of Flits, a service of Nafite B.V.. It applies to table deals and takeaway deals that you claim or buy through the app.
1.2 With a takeaway deal, you buy from the venue; Flits is the platform and processes the payment through Stripe. We handle refunds in the app on the venue's behalf.
1.3 You always see a deal's cancellation rule before you claim or buy, and afterwards on your ticket or collection pass.
1.4 There is no statutory right of withdrawal for takeaway deals (see section 9). The rules in this policy are Flits's own, more generous scheme.
2. Cancelling a table deal
You claim a table deal for free and pay at the venue. Cancelling never costs money, but it can affect your strikes and your reliability score.
| Situation | What happens | Strike | Score |
|---|---|---|---|
| You cancel up to 10 min before the end of your arrival window | Cancelled free of charge, spot released | No | No effect |
| You cancel later | Late cancellation | Half a strike | −6 |
| You haven't checked in by the end of the window | No-show | 1 strike | −15 |
| You tapped "I'm here" at the venue but weren't checked in | The venue is asked whether you were there. If it confirms: checked in after all. If it says no, or doesn't respond within 2 hours: no strike, and support looks into it | No | No effect |
| The venue cancels or makes an emergency cancellation | Your claim is cancelled | No | No effect |
Consequences of strikes (counted over the last 60 days): 1 strike = warning · 2 strikes = no table deal claims for 7 days · 3 or more = no table deal claims for 30 days. A strike expires after 90 days. You can appeal in the app (Profile → Reliability). See also sections 6 and 7 of the Terms of Use.
How to cancel: open your ticket in the app and tap Cancel.
3. Cancelling a takeaway deal
You pay for a takeaway deal in advance. Whether you can cancel depends on when you bought it.
| When you bought | You can cancel until | After that |
|---|---|---|
| More than 2 hours before the pick-up window starts | 2 hours before the pick-up window starts | Cancelling is no longer possible, no refund |
| Within 2 hours before the pick-up window starts (or during the window) | 5 minutes after buying | Cancelling is no longer possible, no refund |
If you cancel in time, you get the full amount back.
Examples for a pick-up window of 16:30 to 17:00:
- Bought at 11:00 → cancel free of charge until 14:30.
- Bought at 15:10 → cancel until 15:15.
How to cancel: open your collection pass in the app and tap Cancel. The button is only shown while cancelling is still possible.
4. Not collected
4.1 If you don't collect your order during the pick-up window, you don't get a refund. The product was set aside for you and the venue receives the payment.
4.2 Were you there, but the venue was closed or you didn't get your order? That doesn't count as "not collected". Report it via Report a problem (section 7). If you're at the venue at that moment, tap "I'm at the venue now" in Help and we'll deal with your report first.
5. If the venue cancels
| Situation | Table deal | Takeaway deal |
|---|---|---|
| The venue cancels your claim or order (for example because the product has sold out) | Claim cancelled, no strike | Automatic full refund |
| Emergency cancellation by the venue | All claims cancelled, no strike | Automatic full refund |
| Your payment only came through after your reservation had expired, and the product has since sold out | — | Automatic full refund |
In every case you get a notification in the app. You don't need to do anything.
6. Changes to a live deal
A venue can change a deal while it is live. For you, that means:
| Change by the venue | Table deal | Takeaway deal |
|---|---|---|
| Raising the discount / lowering the price | Your existing claim gets the higher discount | The price difference × quantity is refunded automatically: to your payment method, and to the extent it exceeds what you paid with that payment method, as Flits credit |
| Lowering the discount / raising the price | Not allowed while the deal is live | Not allowed while the deal is live |
| Pausing or ending | Your claim remains valid | Your order remains valid |
| Extending | Your arrival window doesn't change | Your pickup window doesn't change |
| Emergency cancellation | Claim lapses, no strike | Full refund |
7. Complaints about your takeaway order
7.1 Is something wrong with your order, for example you didn't receive it, the venue was closed, the product didn't match or the quality was poor? Report it within 24 hours after the end of the pick-up window in the app: open your collection pass and tap Report a problem. You can add a photo and a description.
7.2 Your report becomes a support conversation in the app, where you can follow its status and see our reply. Support may bring the venue into the conversation.
7.3 Support assesses your report:
- Upheld: you get your money back, in full or in part, depending on what went wrong.
- Not upheld: we close the report with an explanation. If you disagree, you can reopen the conversation within 7 days.
7.4 If you choose "Product didn't match" in your review, we also open a report. The venue has 48 hours to respond. If the report is upheld, you get a refund as described above.
7.5 Table deal not honoured? Choose "Deal not honoured" in your review, or contact us via Help. If your report is upheld, you get €5 Flits credit (section 10).
7.6 This complaints procedure does not limit your statutory rights. If a product isn't what you were entitled to expect, you keep your legal rights against the venue as the seller.
8. How and when you get your money back
8.1 We refund through Stripe, to the same payment method you paid with (Apple Pay, iDEAL | Wero or card). Refunds in cash or to a different account are not possible.
8.2 A refund usually shows up within 5–10 working days. This is an indication: the exact time depends on your bank or card issuer.
8.3 You get a notification in the app and an email. The app shows the status of the refund: Processing, Refunded, Failed or Cancelled.
8.4 If you paid (partly) with Flits credit, the part you paid with your payment method goes back to that payment method, and the credit part comes back as Flits credit.
8.5 A refund costs you nothing.
9. No statutory right of withdrawal
9.1 When you buy at a distance, you normally have a 14-day cooling-off period. That right of withdrawal does not apply to takeaway deals. Takeaway deals are goods that spoil or expire quickly, such as bread, pastries and meals, and the law excludes them from the right of withdrawal (Article 16(d) of Directive 2011/83/EU; in the Netherlands, Article 6:230p(f) of the Dutch Civil Code).
9.2 For table deals, you pay nothing via Flits. They are a restaurant service at a specific time, for which the right of withdrawal does not apply either (Article 16(l) of Directive 2011/83/EU).
9.3 Instead, the cancellation scheme in this policy applies. It is more generous than the law requires for these products.
10. Flits credit as compensation
10.1 If a table deal isn't honoured and we uphold your report, you get €5 Flits credit. The credit appears in your account as soon as we decide.
10.2 You use Flits credit when paying for a takeaway deal. Credit cannot be exchanged for cash, cannot be transferred and does not expire. See the Terms of Use, section 9.
11. Chargebacks
If there's a problem with a payment, please contact us via Help first; we can usually sort it out quickly. You always keep the right to ask your bank or card issuer to reverse a payment. If you do, we give the bank the details of your order, such as when and how it was collected.
12. Deleting your account with open claims or orders
12.1 If you delete your account while you still have an open table claim, we cancel it without a strike.
12.2 If you still have a takeaway order that hasn't been collected, you can only delete your account once it is settled. Collect the order, or cancel it with a full refund if that's still possible within the period in section 3. You can then delete your account.
12.3 Unused Flits credit lapses once your account is permanently deleted (after the 30-day restore period).
13. Questions or complaints
In the app, go to Profile → Help, or email info@nafite.com. More about complaints and disputes is in sections 19 and 20 of the Terms of Use.