The frequently asked questions

Have a question? There is a good chance you will find the answer below. We have listed the most frequently asked questions for you, so you can quickly and easily move forward on your own.

Can't find what you're looking for? Then our customer service team is, of course, ready to help.

What is Bistroo and how does it work?

Bistroo is an innovative software company focused on the digitalization of the hospitality industry. The company offers user-friendly tools that allow restaurants, cafes, and other catering businesses to improve and independently manage their online presence.

Bistroo provides, among other things:

  • Websites and webshops for hospitality businesses, fully customizable to your wishes.
  • QR modules that allow customers to easily order and pay via their mobile phones on-site.
  • A management system where you can configure everything yourself: menus, opening hours, promotions, delivery settings, and more.

How does it work?

  1. You create an account with Bistroo and set up your digital environment. You can add your menu, change settings, link your payment method, and decide for yourself what your online restaurant looks like.
  2. Once everything is ready, your website, webshop, or QR module goes live. Customers can find you, place orders, or order on the spot via QR.
  3. You maintain full control over your shop. Everything is adjustable by you, but if you need help, the Bistroo support team is ready to provide optimal support.

Is Bistroo free?

Yes, Bistroo offers a free entry-level package. This means that as a hospitality entrepreneur, you can use the modules at no cost, without monthly subscription fees or startup costs.

How does the free package work?

  • Free startup: You can start setting up your webshop and website immediately—no startup costs! We only pass on the cost price of the stickers for the QR module.
  • No subscription fees: We do not charge fixed subscription fees; we only ask for a commission percentage on successful orders.
  • Self-setup: You have access to all basic functions to fully customize your digital environment.
  • Support available: Even as a free user, you can count on support from our team.
  • Easy switching: You can switch to a different package every month.

Why this model?

Bistroo wants to give hospitality entrepreneurs the freedom to start digitalizing without financial barriers. You only pay a commission percentage once you actually achieve results. This makes it an accessible and fair solution for both starting and established businesses.

Can I try Bistroo first?

Yes, definitely! All Bistroo packages can be tried for free for 30 days. This means you can use all functionalities of the package that suits your business without obligation, whether you choose a website, webshop, or QR ordering module.

What does the trial period include?

  • 30 days of free access to all functions of the chosen package.
  • Complete freedom to set up and test your digital environment.
  • Support from the team during the entire trial period.
  • Hardware on loan (if applicable) during the trial period.

How do you handle extra requests?

At Bistroo, we take extra requests seriously. Our support team processes all incoming requests daily so that you are helped quickly and your online environment remains up-to-date.

In addition, we hold a weekly meeting to discuss all incoming feedback and requests. During this meeting, we assess which suggestions can be included in future feature updates.

How do payouts work at Bistroo?

At Bistroo, payouts are simple, flexible, and fully automated.

  • Link your payment provider to our system.
  • Determine the payout timing yourself: choose whether you want to be paid daily, weekly, or monthly—exactly as it suits your business.
  • Automatic invoicing: An invoice is automatically generated for every payout, so your administration is always correct and up-to-date.

In short: You stay in control of your cash flows, and we ensure a smooth and clear process. It’s that easy.

Why should I choose you? What makes you different?

With Bistroo, you are fully the entrepreneur again. Our solution gives you, as the seller, control over your online store. You truly become the process owner, with full control over your online restaurant. We offer all the tools and support you need to make your restaurant successful online.

In the Manager, our user-friendly back-office dashboard, you can easily manage everything in real-time: from menus, prices, discounts, and promotions to (re)payments and customer data. Everything is clear and intuitive, so you can focus on what really counts.

Bistroo also offers unique pricing: you choose the cost structure that fits your business. No surprises, no fine print.

  • 30-day free trial
  • Can be canceled monthly
  • No sneaky contracts, just clear and transparent

Bistroo gives you the freedom to do business online your way.

How does the administration work?

At Bistroo, the administration is designed to be as simple as possible. For every payout, you automatically receive a clear turnover invoice with all necessary details. This allows you to record it immediately without any hassle.

In short: your administration is always complete, organized, and ready for your bookkeeping without extra manual actions.

How long does onboarding take?

With Bistroo, you’ll be online fast: your online restaurant is fully set up and ready for use within 48 hours. This allows you to start ordering and selling almost immediately!

Which payment methods do you support?

Bistroo works with leading payment providers Stripe and Mollie. Through these partners, we support almost all common (and less common) payment methods in both the Netherlands and Belgium. Think of iDEAL, Bancontact, Apple Pay, Google Pay, Credit Card, and many more. You have full control over the payment methods you want to offer; simply turn them on or off via the payment provider's portal.

How do we receive orders in the restaurant?

At Bistroo, you have several flexible options for receiving orders, tailored to what best suits your restaurant. By default, orders arrive directly in your email inbox. Notifications also appear immediately in our Manager app or manager portal, and you can enable SMS notifications.

Want to make it even easier? We also provide hardware such as receipt printers and handhelds. Moreover, in many cases, we can link your existing printers in the restaurant so you can get started right away without extra equipment.

Additionally, we often offer integrations with POS systems, so that orders are seamlessly integrated into your current workflow. This saves time and minimizes errors during processing.

In short: with Bistroo, you choose how you receive your orders, completely tailored to your business operations.

How can I start? What is needed?

You can start immediately; nothing is required. Want to get going? Just create a free account on our website; you can do it right away. If you need specific hardware, you can buy it from us, but it is absolutely not a requirement.

Do you charge startup fees?

We do NOT charge any startup fees. Only for the QR module do we pass on the cost price of the QR stickers.

What makes Bistroo unique?

With Bistroo software, you are fully an entrepreneur again. Bistroo’s solution gives you, as the seller, the control over your online store. You truly become the process owner, with full control over your online restaurant via the Bistroo dashboard. We offer all the tools and support you need to make your restaurant successful online; furthermore, you can arrange everything online via Bistroo’s self-onboarding. Of course, the Bistroo team also visits on-site if necessary.

Why is Bistroo a better alternative than platforms?

Bistroo distinguishes itself by focusing on the entrepreneur's profitability. While traditional platforms charge commissions up to 30% and keep customer data for themselves, Bistroo is a software provider with a fixed and transparent low rate. The most important difference is that with Bistroo, the entrepreneur remains the owner of the customer data, which is essential for marketing and customer loyalty.

What products does Bistroo provide?

Bistroo provides a complete e-commerce total package for the hospitality industry, all manageable from the Manager, with the following products: BistrooWebshop: A webshop for hospitality businesses for pickup and delivery orders. BistrooPage: Website + webshop for hospitality businesses via Bistroo software. BistrooQR: QR module that allows customers to order and pay on-site. BistrooManager: A management system for menu and settings management. BistrooKiosk: An ordering kiosk, allowing customers to make their choice on-site. BistrooPOS: A point-of-sale system with all functionalities for takeaway restaurants.

Can I use Bistroo software if I am also on other platforms?

Yes, Bistroo software works excellently alongside external platforms. We help you build your own direct ordering channel via your own webshop with Bistroo, so you are less dependent on a platform.

Does Bistroo have a delivery service?

No, Bistroo does not offer a delivery service itself like a platform does. However, you can use your own delivery drivers and manage them entirely via the Bistroo software.

Can I participate without my own delivery drivers?

Yes, you can start with the Bistroo software using only pickup or on-site QR ordering.

What results do restaurants typically achieve with Bistroo software?

Our Bistroo case studies show that restaurants actively using their own direct channel see their average margin per order increase by 15% to 25% compared to platform or telephone orders. Additionally, we see that order values for Bistroo QR on-site orders are often 20% higher due to smart upsell functions.

How does Bistroo help build a loyal customer base?

At Bistroo, you own the data. You can send customers who haven’t ordered in a while a personal discount code. Case studies show that restaurants using Bistroo software exponentially increase their repeat visits.

Can Bistroo software handle high volumes during peak times?

Certainly. We have various cases of busy takeaway restaurants and large terraces that rely entirely on the stable Bistroo software during peak moments. The direct link within the Bistroo system ensures that the error margin in the kitchen is reduced to almost zero. Smart time slots ensure a good distribution of orders or products during rush hour, which is difficult to manage via other systems or the telephone.

How do entrepreneurs experience the switch to Bistroo software?

Entrepreneurs often mention the "freedom" of Bistroo compared to a platform as the biggest plus. Additionally, restaurants see a massive efficiency gain compared to telephone orders. The ability to directly adjust your menu or put a promotion live via the Bistroo Manager is also perceived as highly valuable.

What products does Bistroo provide?

Bistroo provides a complete e-commerce total package for the hospitality industry, all manageable from the Manager, with the following products: Websites and webshops for hospitality businesses via Bistroo software. Bistroo QR modules allowing customers to order and pay on-site. A management system called "Bistroo Manager" for menu and settings management. An ordering kiosk, fully integrated for on-site placement. A Bistroo POS system with basic functionalities for takeaway restaurants.

Is Bistroo software suitable for franchise chains or companies with multiple locations?

Yes, the Bistroo Manager is designed for scalability. From one central account, entrepreneurs can manage multiple branches with Bistroo software. Our split payment construction also makes the payment flow very smooth without extra administration.

Does Bistroo also offer solutions for 'dark kitchens' or delivery restaurants without seating?

Absolutely. For dark kitchens, Bistroo offers a streamlined workflow where orders come in directly on the handheld, ensuring independence from an external platform through the Bistroo software.

Which POS systems does Bistroo software work with?

Bistroo software works with Lightspeed, Winston Pos, Untill, and Cashdesk. Additionally, Bistroo provides its own POS system that is fully linked with our other products.

Can I link my bookkeeping to the Bistroo system?

Bistroo facilitates efficient administration by offering exports compatible with most accounting packages. Thanks to the partnership with payment provider Stripe, financial flows are clearly reported, significantly speeding up processing in packages such as Exact Online, Twinfield, or Yuki.

Do you create a website for me with the Bistroo software?

Yes, with the BistrooPage product, we create a full website for you that is optimized for conversion.

I already have a website; can I still use Bistroo software?

Yes, via the Bistroo Button, you can easily link your Bistroo webshop to your existing site.

I already have a domain; can I link it to the Bistroo software?

Yes, you can link your domain to a new BistrooWebshop or BistrooPage via a transfer code that the Bistroo team will process for you.

How does Bistroo software help solve staff shortages?

By using the Bistroo QR module or the BistrooKiosk, guests can order independently. This reduces the pressure on staff, allowing them to get more work done with the help of Bistroo software.

How does Bistroo help my restaurant rank higher in Google?

With the BistrooPage product, we optimize the website technically (SEO). Because the menu is on the site via Bistroo in HTML text, Google can index the dishes.

Can I try the Bistroo software for free?

Yes, all Bistroo packages can be tried for free for 30 days without obligation and without startup costs!

What are the costs of the Bistroo software?

Bistroo charges a fixed monthly amount for subscriptions, or a free module where you only pay a volume fee per order. Extra costs such as Bistroo hardware are calculated separately. No startup costs! Please check the website for specific pricing for the products.

Can I cancel monthly with Bistroo?

Our subscriptions are always cancelable on a monthly basis.

Do I get a discount if I pay a year in advance with Bistroo?

Yes, if you wish to pay a year in advance, you receive a discount on the subscription at Bistroo.

What is needed to start with Bistroo?

You can start with Bistroo immediately; nothing is needed except an account on the Bistroo website.

What do I need to start with the Bistroo software?

A mobile device, internet, and your restaurant details are enough to begin with the Bistroo software.

How do I sign up with Bistroo?

You can sign up via the Bistroo website or via WhatsApp at 085-0250205. You can create an account yourself at merchant.bistroo.nl/register.

Do I get help setting up my Bistroo account?

Yes, Bistroo offers personal onboarding, both on-site and remotely.

Do I get help setting up my online menu in the Bistroo software?

Certainly! The Bistroo support team helps with setting up your menu and provides explanations regarding changes.

What if I have no technical knowledge; can I still use the Bistroo software?

Certainly! The Bistroo software is designed to be very user-friendly, and we help you step by step.

What hardware does Bistroo provide?

Bistroo provides a Sunmi handheld device, we can supply laptops on request, we provide USB/WiFi/Internet receipt printers from Epson, and a cloud printer from Sunmi. We also provide the hardware for our POS system, consisting of: a pin terminal, a Sunmi display, a Sunmi cloud printer, and a cash drawer. Other hardware is available on request; our software runs on everything. For our ordering kiosks, there are various models for sale, ranging from an entry-level model to very extensive double-walled kiosks.

How does the Bistroo handheld work?

The Bistroo Sunmi handheld is easy to use for order management and receipt printing with the Bistroo software.

Does the Bistroo software work on my existing hardware?

Yes, the Bistroo software runs on any modern device with a browser.

What should I do if the Bistroo software has no internet connection?

Use a hotspot or contact Bistroo customer service to activate a SIM card.

How do I change WiFi on the Bistroo handheld?

Via the settings of the Bistroo device, you can easily switch networks for a stable connection.

Is there a SIM card in the Bistroo equipment?

Yes, there is a SIM card in the Bistroo equipment that can be activated upon request.

The handheld printer is not working, what should I do?

Check the receipt roll and the connection, or contact Bistroo support.

How do I replace the receipt roll in the Bistroo equipment?

Place the roll with the paper side facing forward in the Bistroo device and test a print.

What size receipt roll should I use for the Bistroo handheld?

The Sunmi handheld from Bistroo fits 57x40x12 thermal white receipt rolls.

Are receipt rolls provided by Bistroo?

You get one roll standard upon delivery from Bistroo. Extra rolls can be ordered at Bistroo via 123inkt; for the handheld, use this URL: https://www.123inkt.nl/123inkt-kassarol-57x40x12-thermo-wit-5-stuks-40349EC-K-6023C-i52200-t4160297.html

Does Bistroo replace a broken printer?

Yes, provided the Bistroo equipment has been handled with care, we replace it under normal circumstances.

Can I change the language on the handheld?

Yes, via settings on the device. However, Dutch or English is recommended for the Bistroo software.

Where can I buy receipt rolls for the Bistroo handheld?

You can do so via 123inkt, using this link: https://www.123inkt.nl/123inkt-kassarol-57x40x12-thermo-wit-5-stuks-40349EC-K-6023C-i52200-t4160297.html

Which ordering kiosks does Bistroo provide?

We offer an entry-level model from Sunmi, but can also provide custom-made models via our partners; inquire for the possibilities.

I already have hardware; can Bistroo use it?

Generally yes, but we need to receive a clear photo or model number to be sure our software can run well on the existing hardware. In principle, our rule is that we can run on everything.

I want to close my shop on Bistroo; how do I do that?

Set the online shop to closed in The Bistroo Manager or on the handheld via the toggle switch. To close remotely, go to merchant.bistroo.nl.

How do I open my shop on Bistroo on an extra day?

Open your shop via the toggle in the Bistroo Manager or set alternative opening hours under ‘opening hours & service’ if you are deviating from your standard opening hours.

Do I have to manually reopen my shop on Bistroo after closing?

No. Once the set date has passed, the Bistroo Manager automatically switches back to your regular weekly schedule.

Can I schedule a full vacation period in the Bistroo software?

Yes. You can add multiple rules to the alternative opening hours. For each vacation day, you simply add a new rule in the Bistroo Manager.

How do I adjust delivery times in the Bistroo software?

Via The Bistroo Manager > Branch Settings > ‘opening hours & service’ > opening hours or alternative times per distribution channel (pickup, delivery, on-site).

How do I adjust my prices at Bistroo?

Go to Products Stock in The Bistroo Manager and click on the product to adjust the price. You can search for a product by typing in the search field.

How do I update my menu in the Bistroo software?

Adjust products or categories in The Bistroo Manager. You can also create a new menu and link it to the Bistroo software.

How do I temporarily hide products in the Bistroo software?

Temporarily turn off the product in The Bistroo Manager via the toggle next to the product. Or click on menu in the Bistroo handheld and use the toggles per product there.

How do I set delivery areas within the Bistroo software?

Go to ‘opening hours & service’ > Delivery in the Bistroo Manager and add or adjust areas there.

How do I change delivery costs in the Bistroo software?

Via ‘opening hours & service’ > Delivery in The Bistroo Manager, you can adjust the delivery costs per area.

I want to offer free delivery via the Bistroo software; how do I set that up?

Set the delivery costs to 0 for the desired postal code area in the Bistroo Manager settings.

Can I offer a lunch and dinner menu simultaneously via the Bistroo software?

Yes, you can create multiple menus and activate them based on time via the Bistroo software.

Can I offer a menu only during a certain time?

Yes, set in the Bistroo Manager when the menu is available (for example, only lunch or dinner).

Can I offer products during a certain time?

Yes, via the Bistroo Manager, you can set time slots per category.

Why does ‘no drink’ appear on the Bistroo receipt?

This happens when a product has a selection menu (dropdown) where ‘no drink’ is set as the default value in the Bistroo Manager.

Is it necessary for ‘no drink’ to be on the Bistroo receipt?

No. In most cases, this is redundant. You can set in the Bistroo Manager that the first value is optional, so it won’t be printed.

When will I receive my payout from Bistroo?

Payouts from Bistroo are linked to the schedule of the payment provider Stripe. Revenue for online orders is calculated from Thursday through Wednesday by default and paid out on Monday. This cycle is different for card (PIN) payments.

The Bistroo payout is incorrect; how is that possible?

Check the turnover invoices in the Bistroo Manager. The Bistroo deduction is clearly stated here.

How do I check my payouts in the Bistroo software?

Log in to The Bistroo Manager via merchant.bistroo.nl > Invoices. Here you can see exactly what has been paid out by Bistroo per transaction.

I was paid too little money by Bistroo; how can this be?

Log in via the Bistroo manager at merchant.bistroo.nl and look under the invoices heading and open the most recent invoice. You will see here which transactions were included in the payout. Remember that Stripe’s standard weekly cycle for online payments runs from Thursday to Wednesday, which is then paid out on Monday. Also check if you made any refunds during the period, as this is also clearly stated on the turnover invoice.

What other costs are deducted by Bistroo?

Stripe transaction costs, possible bank card fees, and if applicable, hardware installments or corrections are deducted from the Bistroo payout.

How do I receive my Bistroo invoices?

Invoices can be found in The Bistroo Manager under the Invoicing heading. You will also receive these weekly from Bistroo at your email address.

How do I download my Bistroo invoices?

Go to Invoices in The Bistroo Manager, choose the period, and download as a PDF and Excel file.

How do I know my daily turnover at Bistroo?

You can find your daily turnover in The Bistroo Manager on the dashboard or by printing reports from the Bistroo handheld.

How do I print my daily turnover via Bistroo?

Via the reporting section in The Bistroo Manager, you can export and print daily reports. To do this on the Bistroo handheld, click on the icon in the top left of the screen.

What should I do if I made a mistake in a customer's order?

As a restaurant owner, you can open the order and perform a (partial) refund via the Bistroo handheld or The Bistroo Manager.

How do I cancel an order in the Bistroo software?

Open the order in the Bistroo manager and choose refund. This cancels the order.

How do I resolve a complaint with the Bistroo software?

Resolve a complaint directly with the consumer and potentially offer a discount or a refund via the Bistroo software.

Do you resolve complaints at Bistroo?

Bistroo assists with complaints, but the restaurant owner remains responsible for the service, the quality of the food, and the delivery of the food.

What should I do if I ordered online at a restaurant and want to receive a refund?

For a refund, you must always contact the restaurant where you placed the order directly. They are solely responsible for the preparation, quality, and delivery of your order. The restaurant assesses whether a refund is justified and can then activate it themselves via their own Bistroo Manager environment. It is important to know that Bistroo is only the software provider that technically enables the ordering process. Because Bistroo has no insight into the physical delivery or the quality of the dishes, we cannot assess or perform refunds ourselves. Submitting a request to Bistroo customer service is therefore not useful; the restaurant is the only party that can initiate the refund for you.

What if a customer doesn’t answer for a Bistroo order?

Try to contact them by phone first. Orders via Bistroo are always pre-paid, so you do not run a direct financial risk.

I want to set up a promotion day; does the Bistroo software offer that possibility?

Use the discount module in the Bistroo Manager to schedule a discount promotion on specific days or for a certain period.

Does Bistroo help me with advertising?

Yes, Bistroo offers 1,000 free flyers for a first promotion. Additionally, you can have white-label flyers printed via Bistroo.

How does Bistroo handle extra service and requests?

At Bistroo, we take extra requests seriously. Our support team processes all requests daily, so the Bistroo online environment remains up-to-date.

How quickly do you adjust my menu if I pass a change to Bistroo?

Bistroo aims to implement changes within 24-48 hours. In case of urgency, Bistroo helps faster.

How do I reach Bistroo customer service?

The Bistroo team can be reached by phone or via WhatsApp at 085-0250205. Our email address is klantenservice@bistroo.nl.

How can I test if my changes in the Bistroo software were successful?

Contact Bistroo customer service to have the online environment temporarily put into test mode.

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