Frequently asked questions

Allvio is one system that runs a hospitality or service business, from the till to BAS. It brings point of sale, online ordering, bookings, customers, marketing, rostering, payroll (beta) and accounting (beta) together on one subscription, so every sale, roster and order lands in the same ledger the moment it happens.

Independent Australian venues and small groups, usually one to five locations: cafes, restaurants, pubs, bars, barbers, studios, workshops, mobile services and retail shops. If you are currently juggling separate vendors for the till, bookings, online orders, payroll and the books, Allvio is built for you.

Allvio has set ups for 23 business types, including hospitality, personal services, trades and retail. Menus, services, rosters and booking rules are loaded to suit your type, so you start with something that looks like your business rather than a blank system.

POS, Online Ordering, Reserve (bookings, waitlist and deposits), Contacts, CRM, Campaigns, Teams (time clock and rostering), Catalogue, a website builder, Desk (customer support inbox), Loyalty and gift cards, an AI assistant, HR and Payroll (beta), and Finance (beta), which covers accounting, invoicing, quotes, bills, bank feeds, reconciliation and BAS. You can switch on all of them or only the ones you need. Payroll and Finance are currently in beta, which means they are available to use while we keep refining them with customer feedback.

Allvio is Australian, based in Melbourne, Victoria. It is built around Australian GST and BAS, award style penalty and junior rates, super, PayTo and ABA bank files.

A single site is usually trading within a week. Most of that time is menu, prices, floor plan and staff, which we load for you during the trial rather than leaving you with a blank system.

No. Start with the apps you need and switch others on later. Many venues start with the till and bookings, then add online ordering and payroll.

Yes. Menu, prices, staff, customers and bookings come across from most systems. Historical transaction data depends on what your current provider will export, and we will check that with you before you commit.

If it is a compatible model, it will usually work. We will confirm your printer, card terminal and tablets before you buy anything.

Yes. Onboarding includes loading your menu, prices, staff and bookings for you, and our support team is available seven days a week while you find your feet.

No. Allvio is designed for owner operators with no IT staff. It runs in the cloud, so there is no server to look after, and updates are applied for you.

Yes. There is a free trial with no card required. You get the full platform for one location, and it ends by itself, so we do not charge you and then ask you to claim a refund. The length of your trial is shown when you register.

If you start a paid subscription before the trial ends, your trial data, setup and history carry straight across. If you do not, your account and data are suspended for 30 days and then permanently deleted. During a trial you can only take live card payments if you connect your own payment account.

There are two ways to pay for the software. Allvio Complete gives you every app on one bill, priced per location. Build your own lets you pick only the apps you use, priced per app, and switch apps on or off at any time. Paying yearly is discounted, and every plan starts with a free trial and no card required.

Hardware is separate. You can buy a ready made package outright, pay for it over a fixed term through a lease or instalment plan, or buy single items if you already have some equipment.

For the current price of every plan, app, hardware package and item, including any introductory offer, please see our pricing page at allvio.com.au/pricing. All Allvio prices exclude GST.

Not on a monthly plan. A monthly plan is month to month, and you can cancel at any time with effect from the end of the current billing period. There is no refund for the unused part of that period.

A yearly plan is a genuine 12 month commitment. It is paid upfront and renews automatically, and cancelling takes effect at the next renewal date. To stop it renewing, give us at least 30 days notice before that date. If you cancel within 30 days after a renewal, you receive a pro rata refund for the unused full months.

Hardware instalment plans, and services such as connectivity that have a minimum term, are separate commitments with their own terms, which are set out before you sign up. The full terms are in our Customer Agreement at allvio.com.au/legal/customer-agreement.

There are three ready made packages: Single Station (tablet, register stand, receipt printer, cash drawer and EFTPOS terminal), Retail Station (adds a barcode scanner) and Restaurant Station (adds a kitchen display and a kitchen printer). If you already have a till, you can buy any item on its own, such as a tablet, register stand, receipt printer, cash drawer, EFTPOS terminal or barcode scanner.

You can pay for hardware in a few ways. You can buy it outright and own it from delivery and full payment. You can pay it off through an instalment plan over 12, 24 or 36 months, which is a commitment for the term you choose, and we own the hardware until it is paid in full. In some cases we supply hardware at a reduced or nil monthly cost, and then it stays our property. The monthly amount and term are shown before you confirm your order. Hardware is billed separately from your software subscription.

Package prices, lease rates and any introductory offer are on our pricing page at allvio.com.au/pricing. For our first 50 customers we lend the package free for the trial. If you do not go ahead, you return it within 7 days of the trial ending, or pay the replacement cost.

Hardware instalment plans are separate from your software subscription, so cancelling the subscription does not cancel the instalments. If you end your subscription while an instalment plan is still running, you either return the hardware in good working order within 14 days, with no refund of instalments already paid, or pay all the remaining instalments in one amount within 14 days. Hardware that we supplied at a reduced or nil cost stays our property and must be returned within 14 days of your agreement ending, at your cost, or we may charge its replacement value. Risk passes to you when hardware is delivered, so please insure it.

For our first 50 customers, we lend a hardware package for the trial. It stays our property, and you are responsible for it while you have it. If you buy or lease it when you start your paid subscription, you keep it and nothing needs to be returned. If you do not, return all of it, complete with every cable, power supply and accessory, within 7 days of the trial ending. Please restore each device to factory settings first, send it with a tracked carrier at your own cost, and give us the tracking reference. If it is not returned, or comes back damaged beyond fair wear and tear, we invoice the replacement cost.

Not on most of your sales. We do not add service fees to your customers' bills, and direct bookings cost you nothing per cover. Own branded online ordering has no commission on the first A$10,000 of online orders each month, including GST. On the value above A$10,000, a commission of up to 2% applies, which covers the cost of the infrastructure that runs your online ordering. Apart from that commission, the transaction cost you will see is card processing. If you use Zeller, Zeller charges you its published rates. If you use Clover, Allvio charges a flat 1.4% per transaction and Clover adds nothing on top. Online payments are covered in the Payments section below. All of this is set out before you switch payments on.

No setup fee for the software. Implementation, data migration and installation can be quoted separately. Every plan includes a free trial with no card required. Hardware and any connectivity service are separate and are set out before you sign up.

You can pay monthly, or pay yearly at a discounted rate. Subscription fees are billed in advance at the start of each billing period and are charged automatically to the card you keep on file, so please keep a valid card there. Prices exclude GST, and we issue a tax invoice. Pricing is reviewed from time to time. We give 30 days written notice of any change, and if you are on a yearly plan, a new price only takes effect at your next renewal, with 60 days notice. For current prices, please see allvio.com.au/pricing.

We tell you the day the payment declines and try again. You then have 7 days to update your card and pay, and we send a reminder no later than 2 days before that window closes. If it is still unpaid after that, we may suspend your access. Suspension does not end your agreement or stop fees building up, and it does not affect any hardware instalments or minimum term services you have.

Yes. Because the trial is free, we ask you to take part in at least one feedback session with us, and to let us mention your business by name and type, for example "a Melbourne cafe", in our marketing. We always ask for your approval before quoting you directly, using your logo or publishing a case study, and we never ask you to say something you do not mean.

Our Customer Agreement is published at allvio.com.au/legal/customer-agreement. This FAQ is a plain language guide, and if anything here differs from the agreement, the agreement applies.

A location is a physical site with its own till, floor or team, such as a second cafe or a second branch. You can add as many as you need at any time, and each one keeps its own till and reporting while you see the numbers for all of them together. The price for additional locations is on our pricing page at allvio.com.au/pricing.

Zeller and Clover. Both take tap, insert and swipe payments on a card terminal that is connected to your Allvio till. Pick the one that suits your business, or ask us if you are not sure.

It depends on the provider. For Zeller, you open your account directly with Zeller, in your business name. For Clover, you open your account through Allvio, also in your business name. Either way, the provider carries out its own identity and business checks (known as KYC) and decides whether to approve your application, and the funds go to your bank account. Once your account is open, you connect it to Allvio and your terminal is ready to take payments from the till.

Because the money and the customer relationship are yours. Allvio never holds your takings. Your provider settles card payments to your bank account, and Allvio shows each payment against the right sale so your books stay in step.

Zeller's fees are whatever Zeller publishes on its website at the time you sign up, and they are set and billed by Zeller. You can see them at myzeller.com/au/pricing. As at 9 October 2026, Zeller lists an in person card rate of 1.4% including GST for all cards on its terminal, with no monthly fee, setup fee or lock in. Zeller can change its pricing, so please check its site for the current rate before you apply.

For card payments through Clover, Allvio charges a flat 1.4% per transaction, whatever type of card your customer uses. That means the same rate for debit, credit and premium cards, with no separate rates to work out.

Allvio has a wholesale arrangement with Clover, so we deal with Clover directly on your behalf. Clover does not charge you anything extra on top of Allvio's 1.4%, so there is no second transaction fee to worry about. The one other cost is that Clover charges a monthly fee for the terminal itself. Clover sets that amount, and it is shown to you when you sign up and order your device.

It depends on the provider. With Clover, there is a monthly charge for the terminal, set by Clover and shown when you order. With Zeller, no monthly fee is published at the time of writing, and the terminal purchase price is listed on Zeller's website. Either way, we recommend checking the current terminal terms before you apply.

On Clover, no. The rate is one flat 1.4% per transaction regardless of card type, and you pay nothing extra to Clover on transactions. On Zeller, the rates are the ones Zeller publishes for each payment type, such as in person, invoice or phone payments, so please check Zeller's pricing page.

At the till they behave the same way: you send the amount to the terminal, the customer taps, and the receipt prints. Choose on the terminal you prefer, the account terms, and whether you already have a relationship with one of them. Allvio does not favour either. If you are unsure, tell us about your venue and we will help you compare them.

Most venues choose one. If you have a reason to use both, such as separate locations with existing accounts, ask us and we will confirm how to set it up.

Zeller card terminals, and the Clover Flex. If you already own a terminal, tell us the model and we will confirm whether it works before you buy anything.

For Clover, no. The terminal holds its own internet connection and Clover's cloud passes the payment between the terminal and your till, so it does not need a local network path to the till.

The cashier presses Card, the amount goes to the terminal, the customer taps, inserts or swipes, and the till updates when the payment is approved. If the terminal is offline, the payment screen says so before you try to take a payment, rather than failing in front of a customer.

Yes. Sales, refunds and cancellations can be done from the till for Clover. Cancelling a payment on the terminal shows as cancelled, and a retried payment cannot charge a customer twice.

Settlement timing is set by your payment provider, and it pays your bank account directly. Allvio never holds your takings and cannot speed up a payout. Provider fees are normally deducted before the money reaches your bank. Zeller publishes next business day settlement. For Clover, timing is set out by Clover when you sign up, so we recommend confirming it before you go live.

Not on most cards. From 1 October 2026 the Reserve Bank of Australia has banned businesses from surcharging their customers on eftpos, Mastercard and Visa debit, credit and prepaid cards. You can still set your menu and service prices to reflect your costs. Other card types sit outside this rule, so ask your payment provider before applying a surcharge to them.

No. The Reserve Bank rule is about what a business can charge its own customers at the point of sale. It does not change the fees your payment provider or Allvio charges you for processing. Those are the rates described above. What the reforms do change is that the cost of accepting cards can no longer be passed on as a separate line to the customer on eftpos, Mastercard and Visa, so it is worth checking that the rate you pay is competitive.

The RBA has lowered caps on domestic interchange, the wholesale fee between banks, from 1 October 2026. A cap on foreign card interchange follows from 1 April 2027, along with more fee disclosure by payment providers. Small businesses are expected to benefit most, but the rate you pay is still set by your provider, so compare published rates.

They sit with you, as they do with any merchant account, and that continues for 180 days after your last transaction. We pass on the notices and give you the order and booking records you need to respond.

Yes. Card acceptance needs approval from the payment provider, which means Zeller or Clover for your terminal and Stripe for online payments. Each does its own identity, anti money laundering and business checks. That decision is theirs, not ours, even when we help you open a Clover account or connect Stripe, and we will make sure you know about it before you start a subscription or order hardware. If you are not approved, you can still use your own payment terminal, but it will not be integrated with Allvio, so you would enter and reconcile those takings manually. Every other part of Allvio keeps working, your subscription fees continue, and any hardware instalments are unaffected.

With Clover, Allvio's flat 1.4% is how we are paid for payments. On online payments, our rate includes a 0.2% share for Allvio on top of the payment provider's fees. Our Customer Agreement also discloses that Allvio may receive a commission, revenue share or referral fee from a payment provider based on your transaction volume, and that any such arrangement is set out in your payment services schedule.

No. Connecting Zeller or Clover to Allvio is included in your subscription. The only card costs are the provider rates and terminal charges described above.

Customers can pay online when they order from your own branded ordering page or pay a deposit to secure a booking. At the moment these online payments run through Stripe Connect. That means you have your own connected Stripe account, set up through Allvio, and the money is paid to your business. Stripe carries out its own identity and business checks when you connect.

As at 9 October 2026, our rate is 1.85% + A$0.30 per transaction for Australian cards and 3.7% + A$0.30 per transaction for international cards. That is the only payment processing charge on online payments. We do not add any other processing fees on top. Online ordering commission on monthly orders above A$10,000 is separate (see the Online ordering section).

These rates are based on Stripe's published pricing, so they can change if Stripe changes its fees. Stripe has announced lower international card pricing from 1 April 2027. At some stage we will move online payments to Clover, and we will let you know when that happens. In person card payments on your terminal are separate and are covered above.

Yes for online ordering, where customers can pay with a card, Apple Pay or Google Pay. In person, tap payments from phones and watches are accepted on the card terminal.

Card details are handled by the payment provider and gateway, not stored in your Allvio account. Allvio shows the result of each payment against the sale without holding the full card number.

Take orders at the table or counter, run tabs, split bills, send tickets to the kitchen by station, print receipts and dockets, handle refunds and voids with reasons recorded, and issue tax invoices. Every sale posts to your books as it happens.

Yes. The POS queues orders locally and syncs when the connection returns, so service keeps going. Card payments depend on your terminal's connection to your provider, so we recommend giving the terminal a backup such as mobile data.

Allvio runs in a web browser on tablets and computers and there is an Android register. Receipt and label printers connect to the tablet. We will confirm your set up before you buy anything.

Yes. Orders route to the kitchen by station, and tickets can show on a kitchen display or print as dockets. For online orders you can set rules to auto accept and to slow intake when the kitchen is busy.

Yes. The same system runs every location, with one set of numbers and roles that keep a floor login from becoming an owner login.

If it is a compatible receipt printer model, usually yes. Tell us the model and we will check.

Not on the first A$10,000 of online orders each month, including GST. On the value above A$10,000, a commission of up to 2% applies, which covers the cost of the infrastructure that runs your online ordering. For example, if you take A$12,000 in online orders in a month, the commission of up to 2% applies only to the A$2,000 above the threshold. There is no per order fee for your customers, and the customer record stays with you. Card processing on online payments is separate and is covered in the Payments section.

Through an ordering page and menu widget that can sit on your website or a page we build for you. Customers choose items, pay, and the order goes straight to your kitchen and till.

Yes. For online orders you can set up your ordering page to accept cash as well as card, for example cash on delivery, cash on pick up, or paying when the customer collects the order. Card payments online are processed through Stripe Connect (see the payments section for the rates).

Yes. Allvio has one catalogue. Change a price once and it changes at the till, online and on the booking page.

Yes. Promo codes live in the Catalogue and apply across channels. Customers can leave item ratings, and public dish ratings are optional.

Yes. As the kitchen moves an order along, the customer's order status updates.

Yes. The website builder lets you publish a site that connects to your menu, bookings and ordering.

No. Direct bookings cost you nothing per cover.

Through your own booking page, a widget on your website, the Allvio marketplace, or, coming soon, Reserve with Google. Staff can also enter bookings and walk ins in the calendar.

Yes. Deposits can be set per service and are taken at the time of booking.

Not yet. Allvio supports deposits to protect your bookings, but charging a fee automatically for a no show or late cancellation is not available today. We would rather tell you now than have you find out later.

Yes. Reserve includes a waitlist, and the calendar has day and month views.

Yes. Set up services and resources such as chairs, rooms or staff with their own availability, which suits barbers, studios, workshops and mobile services as well as restaurants.

You do. Bookings you take directly stay in your customer records so you can look after the relationship.

Yes, in beta. Finance includes double entry accounting, invoicing and quotes, bills, bank feeds and reconciliation. POS sales and pay runs post to the ledger as they happen, so the books largely keep themselves.

Yes. Allvio prepares a BAS and GST worksheet from your transactions, covering the GST labels G1 to G19, with the profit and loss drawn live. Your accountant or you can use it to prepare and lodge your BAS.

Yes. Invite them with scoped, read only access to the finance areas only. They see the books without seeing your rosters or your customers.

Reports and statements export to CSV today. A PDF export of financial statements is not yet available.

Yes. Bank feeds bring your transactions in for reconciliation, and you can also add manual bank accounts. Ask us about current bank feed arrangements when you sign up.

Yes. Create one off or recurring invoices, email them, and customers can pay online using a payment link. Quotes convert to invoices.

Yes, in beta. HR and Payroll covers pay runs, payslips, super and leave, with penalty rate and junior rate settings, and pay runs post to your books automatically. ABA files let you pay staff from your bank.

Pay runs produce Single Touch Payroll events. Please ask us about the current lodgement set up for your business before you rely on it for your first pay run.

Teams covers rosters and a time clock. Staff clock on, and their hours flow into the pay run, so what you rostered, what they worked and what you pay line up.

Yes. Staff have their own logins, with access limited to what they need.

Contacts and CRM keep one record for each customer across the till, online orders and bookings, so you can see who your regulars are and what they like.

Yes. Campaigns can send email and SMS to your customers. SMS currently sends under a shared sender name, Allvio, rather than your own business name.

Yes. Loyalty and gift cards are included.

You are responsible for who you market to, as with any system. Allvio keeps customer records with consent in mind, including consent safe merging of duplicate contacts, so you can honour opt outs.

You do. We process it to run the service, we do not sell it, and we do not use it to train AI models without your consent.

Yes. Ask us any time and we will provide an export at no charge, usually within 10 business days. Because exports can include payroll, tax and banking details, we send them securely to an authorised contact on your account. After you leave we hold your data for 90 days so you can still request one.

Platform data is hosted in Australia, in Sydney with a replica in Melbourne. Where a supplier operates offshore we name them in our published subprocessor list.

You decide. Roles control what each person can see, so a floor staff login is not an owner login, and an accountant sees finance without seeing rosters or customers.

Allvio includes an AI assistant to help with tasks such as drafting replies and answering questions. It is optional. We do not use your data to train AI models without your consent.

Live chat, email and phone from 7am to 10pm AEST, seven days a week. Call 1300 556 527 or email hello@allvio.com.au. Accounts and contract questions are handled from 9am to 5pm, Monday to Friday.

Call 1300 556 527. For a critical outage we aim to acknowledge it within one hour. For a major outage, we post a status update within 1 hour of confirming it, update you at least every 2 hours while it is active, and publish a summary within 5 business days afterwards. You can see live status at status.allvio.com.au.

We commit to 99.9% platform availability each calendar month for paying subscribers. If we fall short, you can claim a service credit on your next invoice by emailing support@allvio.com.au within 14 days of the end of that month. The commitment does not apply during free trials or to beta features, and planned maintenance does not count against it.

We reserve Tuesday and Thursday nights, 11pm to 1am AEST, for maintenance. They are reserved windows rather than scheduled work, so in most weeks we will not use them. We give at least 48 hours notice of any planned downtime, through an in product banner, email and the status page.

For anything to do with the terminal itself, your account or your settlement, contact Zeller or Clover. For how it behaves at the till, call us. If you are not sure which, call us and we will point you the right way.

Allvio is updated regularly and you do not have to install anything. Release notes describe what changed.

You can cancel at any time in your account or by emailing support@allvio.com.au. On a monthly plan, cancellation takes effect at the end of the billing period. On a yearly plan, it takes effect at the next renewal, so give us at least 30 days notice before that date. If you cancel within 30 days after a renewal, you receive a pro rata refund for the unused months.

If you have a hardware instalment plan or a service with a minimum term, those commitments continue after your subscription ends. For hardware you can return it in good working order within 14 days, or pay the remaining instalments in one amount within 14 days. For a service with a minimum term, the remaining fees for the unexpired term are payable within 14 days. We send you a written summary of what is owing within 5 business days of your termination date.

We hold your data for 90 days after you leave so you can request an export, which is free. Your payment account is yours, so you keep your Zeller or Clover account. Chargebacks continue to sit with you for 180 days after your last transaction, and we pass on notices and give you the records you need.