Terms & Conditions
Last updated: 29.07.2026
These Terms & Conditions govern the use of the website CustomVitola.com, the CustomVitola AI Telegram bot, the personalization experience offered by Custom Vitola AI SA, and any related interactions, recommendations, order requests or services provided through Telegram, WhatsApp, email, telephone or other communication channels.
By accessing the website, using the Telegram bot, continuing the personalization experience, submitting information, requesting a recommendation or confirming acceptance of these Terms through any communication channel, you agree to be bound by these Terms & Conditions.
1. Company Information
The website, Telegram bot and related services are operated by:
Custom Vitola AI SA
Swiss public limited company
Place du Bourg-de-Four 36
1204 Geneva
Switzerland
IDE / UID: CHE-431.977.743
Email: contact@customvitola.com
Phone: +41 79 892 36 36
2. Scope of These Terms
These Terms apply to:
the use of the website CustomVitola.com;
the use of the CustomVitola AI Telegram bot;
the CustomVitola AI personalization experience;
interactions via Telegram, WhatsApp, email, telephone or other communication channels;
personalized cigar recommendations;
order requests, production requests and related services;
any content, information or materials made available by Custom Vitola AI SA.
Additional terms may apply to specific orders, invoices, payment methods, delivery arrangements or production agreements.
3. Acceptance Through the Telegram Bot or Other Channels
The client may be asked to confirm acceptance of these Terms & Conditions, the Privacy Policy and, where applicable, age-related confirmations through the website, the Telegram bot or another communication channel.
A confirmation given through the Telegram bot, by clicking a confirmation button, continuing the personalization experience, submitting information or expressly accepting these Terms by message may be treated as acceptance of these Terms & Conditions.
The use of the Telegram bot does not, by itself, create a confirmed order, production commitment or obligation for Custom Vitola AI SA to manufacture or deliver any product.
4. Adult Access Only — 18+
Our website, Telegram bot, content and services are intended exclusively for adults aged 18 years or over.
By accessing the website, using the Telegram bot, using our personalization experience or contacting us regarding our services, you confirm that you are at least 18 years old and that you meet the legal age requirement applicable in your country of residence or destination.
Custom Vitola AI SA reserves the right to request age confirmation or additional age verification before providing access to certain services, recommendations, orders or production requests.
If we become aware that a person does not meet the required age conditions, we may refuse access to our services, cancel any related request and delete associated data where appropriate.
5. Tobacco and Health Disclaimer
Custom Vitola AI SA operates in the field of premium cigars and personalized cigar experiences.
Tobacco products involve health risks. The information provided on this website, through the Telegram bot or through any related communication channel is for informational and personalization purposes only and should not be understood as medical advice, health advice or an encouragement to start smoking.
Our services are intended only for adults who already have a lawful interest in premium cigars.
6. Nature of the CustomVitola AI Service
CustomVitola AI offers a personalized cigar recommendation experience based on information provided by the client, artificial intelligence tools and human expertise.
The website, Telegram bot and related communication channels may help identify a client’s taste preferences, preferred format, desired intensity, wrapper color, occasion, gift context or other relevant elements.
The result of the experience is a personalized recommendation or direction. It does not automatically constitute a confirmed order, a production commitment or a guaranteed final product.
7. Artificial Intelligence and Human Validation
CustomVitola AI uses artificial intelligence to interpret the client’s preferences and generate a taste profile as well as a personalized recipe proposal.
AI-generated suggestions are indicative and are subject to human review.
Every AI-generated recipe is reviewed and validated by Olivier Nehr before approval for production.
Final decisions relating to production are therefore not made exclusively by an automated system.
8. Consultation with Olivier Nehr
Before any order is confirmed, the client must have a direct consultation with Olivier Nehr or with a representative of Custom Vitola AI SA.
This consultation is intended to:
confirm the client’s preferences;
verify that the proposed direction is appropriate;
clarify the desired format, intensity, wrapper color and occasion;
review the main order details;
confirm whether the proposed production direction is technically and commercially feasible.
A recommendation generated through the website, Telegram bot or AI system does not replace this consultation and does not, by itself, create a confirmed order.
9. Taste Descriptions and Natural Variations
Descriptions of taste, strength, aroma, format, smoking time, evolution or smoking experience are indicative.
The final perception of a cigar may vary depending on several factors, including:
natural tobacco characteristics;
crop, origin and ageing;
blend and production conditions;
storage, humidity and temperature;
lighting and smoking conditions;
individual taste perception.
Custom Vitola AI SA makes reasonable efforts to provide accurate and coherent recommendations, but does not guarantee that the final cigar will exactly reproduce a stated description, reference cigar or expected sensory profile.
10. Orders, Minimum Quantities and Production Feasibility
Any production request is subject to confirmation by Custom Vitola AI SA.
Production may depend on:
the client’s consultation with Olivier Nehr or a representative of Custom Vitola AI SA;
technical feasibility;
availability of suitable tobacco;
availability of selected production partners;
minimum order requirements;
applicable legal or logistical restrictions;
acceptance of payment terms.
Unless otherwise agreed in writing, personalized production may be subject to a minimum order quantity. The applicable minimum quantity will be communicated before order confirmation.
Custom Vitola AI SA reserves the right to refuse or modify a production request if the requested direction is not technically feasible, commercially reasonable, legally compliant or consistent with the quality standards of the company.
11. Order Confirmation
Prices, taxes, delivery costs and payment terms are communicated before order confirmation.
An order may be processed by payment link, invoice, bank transfer or another agreed payment method.
An order is considered confirmed only after all of the following conditions have been met:
the client has completed a direct consultation with Olivier Nehr or a representative of Custom Vitola AI SA;
the order details have been approved by the client;
the order has been accepted by Custom Vitola AI SA;
either payment has been received or the client has formally accepted the invoice or payment terms in writing.
A website interaction, AI-generated recommendation, Telegram bot result, WhatsApp message, email exchange or order request does not, by itself, constitute a confirmed order unless the conditions above have been met.
12. Prices, Payment and Invoicing
Prices are communicated in Swiss francs or in another currency where expressly indicated.
Unless otherwise stated, prices may exclude applicable taxes, delivery costs, customs duties, import taxes or other destination-related charges.
Payment may be requested in full or in part before production begins.
In the case of payment by invoice, the invoice terms will specify the applicable payment deadline and conditions.
Custom Vitola AI SA may suspend or postpone production, delivery or further services if payment is not received according to the agreed terms.
13. Delivery, Customs and Destination Rules
Delivery times, availability and import conditions may vary depending on the destination.
Any delivery estimate is indicative unless expressly confirmed in writing.
The client is responsible for ensuring that tobacco products may be legally imported, received, possessed or used in the country of destination.
Custom Vitola AI SA is not responsible for delays, refusals, customs restrictions, seizures, taxes, duties, penalties or additional charges resulting from the laws or procedures of the destination country.
Where necessary, delivery may be refused or cancelled if Custom Vitola AI SA considers that the destination or delivery conditions create legal, logistical or compliance risks.
14. Cancellations, Returns and Defects
Because personalized cigars are prepared according to the client’s specifications, cancellation or return may not be possible once production has started, except where required by applicable law or in the event of a confirmed defect.
Any issue relating to a delivered order must be reported to Custom Vitola AI SA within a reasonable period after delivery, together with relevant information and, where appropriate, photographs.
Custom Vitola AI SA will review reported issues in good faith and may, depending on the circumstances, propose an appropriate solution.
Subjective differences in taste perception, aroma, strength, format preference or smoking experience do not automatically constitute a defect.
15. Storage and Natural Tobacco Products
Cigars are natural products and may be affected by humidity, temperature, ageing, transport and storage conditions.
After delivery, the client is responsible for appropriate storage and handling of the cigars.
Custom Vitola AI SA may provide general storage recommendations, but cannot be responsible for deterioration resulting from improper storage, unsuitable humidity, excessive heat, excessive dryness, transport after delivery or handling by the client or third parties.
As with any natural tobacco product, proper storage and inspection are recommended before placing cigars together with other cigars.
16. Client Information and Submitted Materials
By submitting information through the website, Telegram bot or related communication channels, the client authorizes Custom Vitola AI SA to use that information for the purpose of:
preparing personalized recommendations;
communicating with the client;
organizing consultation and validation;
managing order requests;
preparing production instructions where applicable;
fulfilling confirmed orders;
improving the service, subject to applicable data protection rules.
The client is responsible for ensuring that any information, brand brief, image, text, preference, company information or other material submitted to Custom Vitola AI SA is accurate and does not infringe the rights of third parties.
Personal data is processed in accordance with our Privacy Policy.
17. Intellectual Property
All content available on the website, in the Telegram bot or in related materials, including texts, logos, brand elements, photographs, videos, graphics, visual compositions, page structure, design elements, concepts, names and other materials, is protected by applicable intellectual property laws.
Unless expressly authorized in writing by Custom Vitola AI SA, any reproduction, modification, distribution, publication, extraction, reuse or commercial use of all or part of the website content, bot content or related materials is prohibited.
The Custom Vitola AI name, visual identity, concepts, personalization process, AI-assisted recommendation flow, taste profile logic and related materials remain the property of Custom Vitola AI SA or their respective rights holders.
The client does not acquire any intellectual property rights in the website, Telegram bot, personalization process, recommendation logic, internal recipes, production briefs, brand materials or other proprietary materials made available by Custom Vitola AI SA.
18. Confidentiality of Recipes and Production Information
Personalized recipes, blend indications, technical production notes, internal production briefs and related know-how may contain confidential or proprietary information.
Unless expressly agreed otherwise in writing, Custom Vitola AI SA is not required to disclose full technical recipes, internal production methods, supplier information, factory details or proprietary know-how.
Information communicated to the client may be limited to the elements necessary to understand the personalized recommendation, confirm the order and enjoy the final product.
19. Third-Party Services and Links
The website, Telegram bot and related communication channels may contain links to third-party services, including Telegram, WhatsApp, social networks, payment providers, analytics tools, maps or other external platforms.
The Telegram bot is provided through the Telegram platform, which is operated by a third party. Use of Telegram is also subject to Telegram’s own terms, privacy policy and technical conditions.
These services are operated by third parties and are subject to their own terms and privacy policies.
Custom Vitola AI SA is not responsible for the content, availability, security, functionality, technical reliability, policies or practices of third-party services, including Telegram, WhatsApp, payment providers or social networks.
20. Website, Bot Availability and Technical Errors
Custom Vitola AI SA makes reasonable efforts to keep the website, Telegram bot and related services accessible and functional.
However, access may be interrupted, limited or unavailable due to maintenance, technical issues, third-party services, hosting problems, Telegram platform limitations, security reasons or events outside our control.
Custom Vitola AI SA does not guarantee uninterrupted access to the website, Telegram bot or related services, nor the absence of technical errors.
21. Limitation of Liability
Custom Vitola AI SA makes reasonable efforts to provide accurate, high-quality and coherent information.
However, to the extent permitted by applicable law, Custom Vitola AI SA shall not be liable for:
use of the website or Telegram bot by persons who do not meet the legal age requirement;
inaccurate or incomplete information provided by the client;
subjective differences in taste perception;
natural variations in tobacco products;
improper storage or handling after delivery;
delays or restrictions caused by customs, logistics providers or destination rules;
third-party platforms, payment providers or messaging services;
interruptions, technical errors or unavailability of Telegram, WhatsApp or other external platforms;
indirect, incidental or consequential damages.
Nothing in these Terms excludes liability where such exclusion is not permitted by applicable law.
22. Force Majeure
Custom Vitola AI SA shall not be responsible for delays or failure to perform resulting from events beyond its reasonable control, including but not limited to natural events, transport disruptions, customs restrictions, shortage of raw materials, supplier delays, regulatory changes, technical failures, strikes or other circumstances affecting production, communication or delivery.
23. Changes to These Terms
Custom Vitola AI SA may modify these Terms & Conditions to reflect changes in its services, website, Telegram bot, legal obligations, production process or commercial practices.
The applicable version is the one published on the website at the time of your consultation or, for a confirmed order, the version applicable at the time of order confirmation unless otherwise agreed in writing.
24. Applicable Law and Jurisdiction
These Terms & Conditions are governed by Swiss law.
The courts of Geneva, Switzerland, shall have jurisdiction, subject to mandatory legal provisions.
25. Contact
For any questions regarding these Terms & Conditions, you may contact us:
Custom Vitola AI SA
Place du Bourg-de-Four 36
1204 Geneva
Switzerland
IDE / UID: CHE-431.977.743
Email: contact@customvitola.com
Phone: +41 79 892 36 36