Support
Support for venues using Kymiro. We help with menus, QR codes, spots and guest requests. Guests with a question about an order, a bill or a receipt should always speak to the venue's staff — Kymiro only transmits requests and never records sales.
Last updated: 20 August 2026
Fastest way to an answer
Most questions are already answered in writing. Try these first — they are available in every supported language and around the clock.
Contact channels
Write to the address that matches your topic — it reaches the right people faster and keeps personal data to a minimum. Please never send passwords, card data or guest lists by email.
We only process the data you send us to answer your request (Art. 6(1)(b) and (f) GDPR) and delete support correspondence once statutory retention periods allow.
General support
Venue owners, managers and staff
Menu, QR codes, spots, rounds, accounts, day-to-day operation and anything that does not fit another channel.
info@kymiro.comData protection
Guests, venues and authorities
Requests under Art. 15–22 GDPR (access, rectification, erasure, restriction, portability, objection), data processing agreements and questions about our sub-processors.
info@kymiro.comSecurity reports
Researchers and IT teams
Responsible disclosure of vulnerabilities. Please include reproduction steps and do not access, alter or publish third-party data. We acknowledge reports and will not pursue good-faith research.
info@kymiro.comAbuse and illegal content
Anyone
Report menus, images or venue profiles that appear illegal or infringing. This is our notice-and-action point of contact under the EU Digital Services Act.
info@kymiro.comSales and partners
Resellers and prospective venues
Packages, onboarding of new venues, partner commission and demo appointments.
info@kymiro.comWrite to us directly
Use the form for anything that is not urgent. You get a confirmation email with a reference number, so nothing gets lost.
Response times
These are target times during business hours (Monday to Friday, 09:00–18:00, Europe/Athens), not a contractual availability guarantee. There is no 24/7 hotline.
- Service disruption affecting live guest requests: first response within 4 business hours.
- General support questions: first response within 1 business day.
- Data protection requests: acknowledged within 3 days, answered within one month (Art. 12(3) GDPR); extendable by two further months for complex cases, with notice.
- Security reports: acknowledged within 2 business days.
- Abuse and illegal-content notices: acknowledged without undue delay and decided in a timely, diligent and non-arbitrary manner.
- Sales and partner enquiries: within 2 business days.
If something breaks during service
Your business never depends on Kymiro to keep serving. Kymiro transmits guest requests — taking orders, recording them in your cash register and issuing receipts always stays with you.
- Keep serving: take requests verbally or on paper and enter them in your cash register as usual.
- Check the obvious first: internet connection at the venue, whether the venue is set to a service pause, and whether the affected products are marked sold out.
- Reload the guest page once — an outdated browser tab is the most common cause.
- Then contact us with: venue name, spot or QR code, exact time, the language used, the device and browser, and a screenshot or short screen recording.
- Never send us guest payment data or photos of receipts; we do not need them to diagnose an issue.
What our support cannot do
Kymiro is a request transmission tool, not a point-of-sale system, not a cash register and not an accounting service. Some things are legally reserved for you or your advisors.
- We do not create bookings, bills, invoices or receipts, and we cannot correct any.
- We do not transmit anything to tax authorities — neither to the Greek myDATA platform nor to a German technical security device (TSE) under § 146a AO.
- We do not give tax, accounting or legal advice; please ask your accountant or lawyer.
- We do not take payments from guests inside the app; guests settle with your staff.
- We cannot change your menu, prices or venue data for you without a documented request from an authorised person at the venue.
- We do not release account access to anyone who cannot be verified as an authorised representative of the venue.
Who is responsible for guest data
Roles under the GDPR are split clearly, and that decides where a request has to go.
- The venue is the controller for guest data created through its QR codes, menus and requests.
- Kymiro (NT Investments UG) acts as processor for the venue and only on documented instructions (Art. 28 GDPR). A data processing agreement is part of our terms.
- Guests who want access, correction or erasure should contact the venue; we forward such requests to the venue and support it in answering them.
- For our own website, accounts and billing, Kymiro is the controller — write to info@kymiro.com.
- You can lodge a complaint with a supervisory authority: in Greece the Hellenic Data Protection Authority (HDPA, Kifissias 1-3, 115 23 Athens), in Germany the authority of your federal state or the Berlin Commissioner for Data Protection and Freedom of Information.
- Details, retention periods and sub-processors are listed in our privacy policy.
Complaints and dispute resolution
If our support did not resolve your issue, escalate it in writing to info@kymiro.com with the word "complaint" in the subject; we confirm receipt and name a resolution date.
- Kymiro sells to businesses (B2B). Consumer dispute resolution rules apply only where a customer is exceptionally a consumer.
- We are neither willing nor obliged to take part in dispute resolution proceedings before a consumer arbitration board (§ 36 VSBG, Germany).
- The European Commission's Online Dispute Resolution platform was shut down on 20 July 2025 and is therefore no longer available.
- Consumers in Greece may turn to the Consumer's Ombudsman (Synigoros tou Katanaloti, Alexandras Ave. 144, 114 71 Athens) or a certified ADR body listed by the Greek Ministry of Development.
- Statutory rights, including the right to go to court, remain unaffected. Place of jurisdiction and applicable law are set out in our terms.
Support FAQ
Contact and availability
Disruptions and day-to-day operation
Accounts, roles and access
Packages, billing and cancellation
Data, security and legal
Legal documents
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