Terms of Service

1. Acceptance of terms

By accessing or using the PLATOO platform (website at www.platoo.co.uk and associated mobile applications), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you must not use our services.

PLATOO LTD (Companies House #17138616, ICO ZC133390) is a company registered in England and Wales. These terms constitute a legally binding agreement between you and PLATOO LTD.

2. Account registration

• You must be at least 18 years old to create an account.
• You must provide accurate, current, and complete information during registration.
• You are responsible for maintaining the confidentiality of your password and all activity under your account.
• You must notify us immediately at support@platoo.co.uk if you suspect unauthorised access.
• We reserve the right to suspend or terminate accounts that violate these terms.

3. Ordering and payment

• You place an order by adding items to your basket, checking out and paying; you can review and correct your basket and details at any point before you pay. We will email you an acknowledgment when your order is placed. The contract for your food is between you and the restaurant and is formed when the restaurant confirms your order.
• The name and address of the restaurant you are ordering from are shown on its page.
• Orders placed via PLATOO constitute an offer to purchase from the relevant restaurant. Acceptance occurs when the restaurant confirms your order.
• All prices are displayed in GBP. Restaurant menu prices and delivery fees are set by the restaurant and are shown inclusive of VAT where the restaurant is VAT-registered.
• Each restaurant sets its own delivery fee. It is shown on the restaurant's page and again before you pay. Some restaurants charge a higher delivery fee for addresses further away; where that applies, the fee for your address is shown before you pay. This delivery fee is paid to the restaurant in full — PLATOO does not retain it. It is shown inclusive of VAT where the restaurant is VAT-registered.
• The total you pay at checkout is: the food subtotal set by the restaurant + the restaurant's delivery fee + any tip you choose to leave. PLATOO adds no service fee.
• The total above is everything you pay. PLATOO's charges to the restaurant — the platform commission set out in the restaurant agreement — are settled between PLATOO and the restaurant and are not added to your total.
• Payment is taken at the time of ordering through our payment provider; we accept major debit and credit cards. Once your payment is received by our payment processor, your payment obligation to the restaurant is discharged.
• Restaurants set their own menu prices, minimum order amounts, and delivery fees.
• Promotional codes and discounts are subject to their own terms and cannot be combined unless explicitly stated.

4. Delivery

• Delivery is fulfilled by the restaurant's own drivers, not by PLATOO employees.
• Estimated delivery times are provided in good faith but are not guaranteed.
• You must provide an accurate and accessible delivery address. PLATOO and the restaurant are not liable for failed delivery due to an incorrect address.
• A delivery confirmation PIN may be required to complete your delivery. Keep this safe.
• If you are not available at the delivery address, the driver may leave your order in a safe place or return it to the restaurant, at their discretion.
• If you ask for your order to be left in a safe place or with a neighbour, it is treated as delivered — and responsibility for the items passes to you — once it is left as you instructed.

5. Cancellation and refunds

Cancelling before the restaurant confirms. You can cancel your order at any time before the restaurant confirms it. The app gives you a 2-minute self-serve cancel window after ordering; after that, contact us straight away and we will cancel the order if the restaurant has not yet confirmed it. If you cancel before confirmation, or the restaurant rejects your order or does not confirm it, you will be refunded in full to your original payment method — you do not need to ask.

Once the restaurant has confirmed and begun preparing your food, the order usually cannot be cancelled, because your food is being made for you.

Your legal rights. Your food must match its description and be of satisfactory quality. If it is not, you have the remedies the Consumer Rights Act 2015 gives you — including, where the Act provides for it, a refund — and nothing in these terms reduces those rights. If something is wrong with your order (incorrect, incomplete, or not of satisfactory quality), tell us as soon as you reasonably can: reporting within 48 hours helps us investigate with the restaurant while records exist, but later reports are still considered, and reports involving allergens or food safety are always investigated, however much time has passed.

The 14-day cancellation right does not apply to prepared food. Because takeaway food is perishable and made to order, the 14-day right to cancel a distance purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to it (regulation 28(1)(d) — goods liable to deteriorate or expire rapidly). Sealed non-perishable items keep the rights the law gives them.

How refunds are paid. Refunds go back to your original payment method, normally within 5–10 business days depending on your bank. Our Refund Policy explains the process. Nothing in this section affects your statutory rights or any claim you may have directly against the restaurant.

6. User conduct

You agree not to:

• Use the platform for any unlawful purpose or in violation of any applicable law.
• Submit false, misleading, or fraudulent orders or reviews.
• Harass, abuse, or threaten restaurant staff or delivery drivers.
• Attempt to reverse-engineer, scrape, or disrupt our platform.
• Create multiple accounts to abuse promotional offers.

Violation of these rules may result in immediate account termination and, where appropriate, referral to law enforcement.

7. Reviews

• You may be invited to review a restaurant after your order. Reviews must be honest, lawful, your own work, and not defamatory, abusive or otherwise unlawful.
• Fake or misleading reviews are prohibited. You must not submit a review that is false or misleading, that you have been paid or otherwise incentivised to write without disclosing that fact, that misrepresents you as an independent consumer when you are not, or that you know to be untrue. Commissioning, hosting or facilitating fake reviews is a banned commercial practice under the Digital Markets, Competition and Consumers Act 2024 and may also amount to a criminal offence.
• By submitting a review you grant PLATOO a non-exclusive, royalty-free, worldwide licence to use, display and remove it on the platform. We do not alter the substance of genuine customer reviews. We may decline to publish, or may remove, a review that is unlawful, offensive, or not based on a genuine order.
• We may remove reviews that breach these terms, that we reasonably suspect are fake, paid or incentivised without disclosure, or that we reasonably consider inappropriate. We may also suspend or close the account of any user who submits a fake review.

8. Intellectual property

All content on the PLATOO platform — including logos, design, text, and software — is owned by or licensed to PLATOO LTD and protected by UK and international intellectual property laws. You may not reproduce or use any content without our prior written consent.

9. Limitation of liability

To the fullest extent permitted by law:

• PLATOO acts as a technology platform connecting customers and restaurants; we process your payment and do not cook, handle, or supply the food. Each restaurant is an independent business and is the food business operator legally responsible for its food, including its quality, safety, and compliance with food-safety and allergen law. This does not affect your statutory rights or any claim you may have directly against the restaurant.
• Our total liability to you in connection with any order shall not exceed the value of that order.
• We are not liable for indirect, consequential, or special losses arising from use of the platform.
• Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for any breach of the rights given to you by the Consumer Rights Act 2015, or for any other liability that cannot be excluded or limited by law. Your statutory rights as a consumer are not affected by anything in these terms.

10. Changes to these terms

We may update these terms from time to time. We will give you at least 14 days' notice of material changes via email or in-app notification. Your continued use of PLATOO after that period constitutes acceptance of the updated terms.

11. Disputes and how to complain

If you have a complaint, please contact us first at support@platoo.co.uk. We aim to respond within 2 business days.

If we can't resolve your complaint, you can refer it to Citizens Advice (citizensadvice.org.uk / 0808 223 1133) or to your local Trading Standards office. In Scotland you can also get free, impartial consumer advice from Advice Direct Scotland (consumeradvice.scot, 0808 164 6000). You may also be able to use an approved UK alternative dispute resolution (ADR) provider where one applies to your complaint. We are not obliged to use, and do not commit to, a particular ADR scheme, but you can find an approved, independent provider through the Chartered Trading Standards Institute's list of approved ADR bodies (ctsi.org.uk); If we reach the end of our complaints process without resolving your complaint, we will write to you (email counts) naming a certified ADR provider and telling you whether we are prepared to use it.

Nothing in these terms prevents you from bringing a claim in your local court.

12. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you also benefit from any mandatory consumer protections of the law of the part of the UK where you live, and you may bring proceedings in your local courts. We will only bring proceedings against you in the courts of the part of the UK where you live.

13. Contact

PLATOO LTD · support@platoo.co.uk