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

• 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 any restaurant-set delivery fee are set by the restaurant and are shown inclusive of VAT where the restaurant is VAT-registered.
• A £2.99 PLATOO routing fee is added to each order at checkout and shown before you pay. PLATOO LTD is not currently VAT-registered, so no VAT is charged on the routing fee.
• The total you pay at checkout is: the food subtotal set by the restaurant + any restaurant-set delivery fee + the £2.99 PLATOO routing fee + any tip you choose to leave. We may change the routing fee in future; any change applies only to orders placed after the change.
• Payment is taken at the time of ordering via Stripe. We accept major debit and credit cards.
• 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.

5. Cancellation and refunds

• You may cancel your order within 2 minutes of placing it, provided the restaurant has not yet confirmed it.
• Once a restaurant has confirmed and begun preparing your order, cancellation may not be possible.
• If your order is incorrect, incomplete, or of unsatisfactory quality, contact us within 48 hours via the app or at support@platoo.co.uk.
• Refunds are assessed on a case-by-case basis. Approved refunds are typically processed within 5–10 business days to your original payment method.
• PLATOO reserves the right to refuse refund requests that we reasonably believe are fraudulent.

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, edit, display and remove it on the platform.
• 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 are not responsible for the quality, safety, or legality of food items sold by restaurants.
• 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 liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

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. You may also be able to use an approved UK alternative dispute resolution (ADR) provider where one applies to your complaint; we will tell you which provider, if any, is competent if our internal complaints process has been exhausted.

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. Disputes can be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may instead bring proceedings in your local courts, and your consumer rights under local law are unaffected.

13. Contact

PLATOO LTD · support@platoo.co.uk · 020 8178 8048