Frequently Asked Questions FAQ

Puntify is a customer engagement platform for merchants: it handles points-based loyalty and online bookings, with Nemi, the AI assistant for merchants and customers. For customers, it's a single app to earn points, book appointments and receive offers.

For merchants: one plan with per-location pricing and volume discounts. 1 location: €9.99/month (€99.99/year). 2–5 locations: €8.99/month per location (€89.99/year). 6+ locations: €7.99/month per location (€79.99/year). Total location count sets the rate for all. Includes loyalty and bookings. Nemi AI is pay-per-use. No activation cost. Launch offer: 3 months free with Friend Code, 2 months without. For customers: the app is completely free.

Yes. Encryption in transit and at rest, secure servers and GDPR compliance. Data is shared only with the providers needed to deliver the service (e.g. payments).

Email us at info@puntify.it. We will reply within 24 hours.

Yes. The first 300 merchants get 3 months free with Friend Code or 2 months without: loyalty and bookings included. Nemi AI is available via separate pay-per-use packs. No credit card required to start.

The customer has a personal QR in their Puntify app. You scan it, enter the amount, and points are credited automatically.

Yes, completely. You decide what rewards to offer, points needed, images, descriptions.

Unlimited. One subscription covers all your locations.

Cancel anytime with no penalties. Data is kept for 90 days in case you reactivate.

Yes. Invite customers by email or share a personalised registration link.

No. Unlimited customers, transactions, and rewards.

Mainly yes, but it can also be used for e-commerce with some customisation.

If you sign up by 30 September 2026 you get a 3-month free trial; from 1 October 2026 the trial lasts 1 month. The trial starts from the moment you register.

€9.99 per month per store (or €99.99 per year), with volume discounts: €8.99 for 2 to 5 stores and €7.99 from 6 stores up. All prices are +VAT, billed monthly or annually. See full details on the Pricing page.

After the due date there is a 5-day grace period. Once it passes, the store is suspended and its services stop — bookings, queue removal, digital menu, orders and the Nemi assistant — until you reactivate the subscription.

By default no, points don't expire. As a merchant you can choose to have them expire 1 year or 3 years after they are earned, or keep them with no expiry. It's a setting you configure.

In a typical setup, no. If the reward is a product or service of the same kind as those you sell (e.g. "buy 10, get the 11th free"), you generally fall outside prize-promotion obligations: no rules document, no ministerial notice, no deposit. Obligations only arise if you offer rewards of a different category from what you sell. Rules on prize promotions vary by country, so check your local regulations. (General information, not legal advice.)

It's the key distinction. A reward of the same kind as what the customer buys → generally exempt, no obligations. A reward of a different kind, received free with points → the initiative becomes a "prize promotion" subject to specific obligations. The advice: reward with what you already offer. Rules vary by country, so check your local regulations.

You, the merchant, are the program owner toward your customers. Puntify is the provider of the technology tool that lets you run it. Any legal obligations (where they apply) fall on you as the promoter.

Yes, a points program processes personal data, so the GDPR and your data-protection authority's guidance on loyalty cards apply. You need a clear privacy notice for customers. For the loyalty purpose alone, consent isn't required (legal basis: performance of the contract); consent is instead needed for marketing purposes.

Nemi comes in two sides. Nemi Bot is the digital assistant included in your subscription: she manages the store through the internal chat and a dedicated Telegram channel. Nemi Voce is pay-per-use and handles the phone: she answers inbound calls (bookings and information) and, coming soon, makes outbound calls for your campaigns.

Nemi Bot is the digital assistant included in the subscription: it manages your location via internal chat and a dedicated Telegram channel. Nemi Voce is the phone version, metered: it answers calls in your place (one-time activation + minutes). You can use just Nemi Bot or also activate Nemi Voce.

After signing up you receive a dedicated phone number in your country. You set it as a call forward on your current number. Everything is ready within 3 business days.

Point-of-sale management (chat and Telegram) is included in the subscription. Inbound calls are paid on a metered basis, according to a dedicated price list. Outbound calls for campaigns will be metered and are coming soon.

No. The service is included in the Puntify subscription: you only pay the one-time activation and the minutes you use.

The dedicated phone number is provided and managed by Puntify: you don't have to configure any PBX or hardware. You make the recharges to Puntify whenever you want and they enable Nemi's minutes. All the call technology — AI voice, transcription and routing — is handled by Puntify.

Activation is 49 € for each location and is not subject to promotions or volume discounts: it covers the configuration work, identical for every site. Multi-location discounts (−10% / −20%) apply to the subscription.

Nemi stops answering and calls are forwarded to your line. You receive alerts via email and Telegram before it happens, and with auto-recharge it never happens.

No: after the first minute, billing is per second.

No. Nemi only takes calls when you don't answer. You remain the owner of your current number.

No, never. Only a text transcript is generated, kept for 30 days and then automatically deleted. No audio is ever saved.

Yes. Zero audio, transcripts kept for 30 days, DPA and privacy notices included in the service.

No, it supports them. It takes the calls you would otherwise miss so your staff can focus on their work.

Each location has a dedicated Telegram channel, managed by Puntify, from which you can ask Nemi to operate on your management system. This feature is included in the monthly subscription cost.

Yes. The full booking system is included in the per-location fee (from €9.99/month), no add-ons or extra fees. Loyalty + bookings together.

Three channels: the store's public booking page via direct link, an embed widget on your website, or the merchant's internal calendar if you create the booking yourself. The customer doesn't need to download anything.

Services (name, duration, price, buffer before/after), staff or resources with photo and role, weekly opening hours per day, holiday closures and exceptions, manual blocks with a reason. Price visibility: show, "from" or hide.

Your choice per store: instant auto-confirm or manual approval per request. You also set minimum lead time (default 2 hours) and booking window (default 30 days).

Yes. Instant confirmation email to the customer, push + email notification to the merchant, automatic reminders 24 hours and 2 hours before the appointment.

Yes, from the link in the confirmation email without login. The cancellation deadline is set by the merchant (default 24 hours before the appointment).

Yes. Unlimited staff/operators, each with their own enabled services, hours, photo and role. You set how many parallel bookings to accept per slot (default 1).

Yes. You can collect the full amount or a deposit online at the time of booking, with secure payment via Stripe. Any balance is paid on site.

With online payments the customer pays directly into the merchant's Stripe account (direct charge). Stripe's processing fees are borne by the merchant. Puntify only keeps a small dynamic application fee, calculated on the previous month's transaction volume: 0.8% under 20 transactions per month, 0.65% between 20 and 50, 0.5% above 50 (minimum €0.05 per transaction). This fee is separate from the subscription fee, which includes loyalty, menus and bookings.

Yes. With Queue Management customers take a number from a kiosk or their smartphone and follow the queue in real time, with a monitor showing the numbers called. No physical lines: it's included in the Puntify plan.

It's Puntify's virtual queue system: customers take a number from a kiosk or their own smartphone and follow their turn in real time, without standing in a physical line.

In two ways: from the in-store kiosk with a tap, or by scanning a QR code with their smartphone to get the ticket remotely too.

No. The customer sees their turn advance in real time and is notified when it's near: they can wait comfortably wherever they prefer and come back at the right moment.

A monitor in the store shows the numbers called and the matching counter. The operator calls, recalls or skips a number from a simple panel.

Yes. You can create multiple queues or services, each with dedicated operators, and manage them in parallel.

Yes, it's included in the single Puntify plan per store, with no extra modules or costs.

If a single operator handles several queues, you can assign a priority to each one. When they call the next customer, the system takes into account both how long someone has been waiting and the queue's priority: the most important queues are served first, but proportionally, so someone who has been waiting a long time in a low-priority queue is never left behind. With all priorities equal, it's simply first come, first served.

Yes. Create your digital catalog from the dashboard, update it whenever you like, and customers view it via QR code or link. It's included in the standard plan.

Yes. With table-side ordering, customers scan the QR code, choose from the catalog and send their order from their phone, with no app to download.

Any business serving food or drinks: restaurants, trattorias and pizzerias, bars and cafes, pubs and breweries, ice-cream and pastry shops, sandwich bars and street food, kiosks and food trucks, beach clubs and lidos, hotels and guesthouses. Orders can be managed at the table, at the spot (umbrella, sun lounger, cabin) or for pickup/takeaway, always with the exact reference.

Yes. Customers order ahead and collect in store. Everything is built into the Puntify catalog, at no extra cost.

No. Digital catalog, table-side, spot and pickup ordering are all included in the standard Puntify plan.

After ordering from the menu, the customer leaves their email and stays on a status page: when the venue marks the order as ready, the page rings and vibrates (like a restaurant pager) and an alert email is also sent.

Yes. Puntify is a Progressive Web App installable as a native app on any device (iOS, Android, web).

The customer app can display cards offline. Transactions require an internet connection.

Show your personal QR to the merchant at each purchase. Points are credited automatically.

Yes! With one app earn points at all Puntify stores and manage all loyalty cards in one place.

When you reach the required points, show the reward in the app to the merchant who validates it.

3 free months with a Friend Code, 2 without. Valid for the first 300 merchants only.

Refer a colleague who signs up and pays the first month, receive 1 free month. Cumulative up to 5 months.

No limit. 1 free month per merchant who activates and pays, up to 5 cumulative free months.

The month after the first payment by the referred merchant.

Suggest Puntify to your favourite merchant and receive an Amazon voucher when they activate: €10 monthly, €20 annual.

Within 30 days of the first payment by the referred merchant.

Yes! Every time a merchant signs up thanks to you and pays, you receive the Amazon voucher (€10 or €20).

Share your Friend Code with the merchant before they register. The link is automatic. Contact support within 7 days at info@puntify.it if needed.

Yes! The bonus activates when the merchant makes their first payment after the free trial.