Customer Terms & Conditions

Digiorder Customer Checkout Terms

Last updated: 07/05/2026

These terms apply when you place an order through a restaurant’s DigiOrder online ordering page.

By placing an order, you agree to these terms.

1. Who You Are Ordering From

Digiorder provides the online ordering technology used by the restaurant.

Your food order is placed directly with the restaurant shown on the checkout page. The restaurant is responsible for preparing, accepting, rejecting, fulfilling, delivering and refunding your order where applicable.

Digiorder is not the restaurant, food provider, delivery provider or seller of the food.

2. Order Accuracy

You are responsible for checking that your order details are correct before submitting payment or placing the order, including:

• items selected
• quantities
• collection or delivery option
• delivery address
• postcode
• phone number
• allergy notes
• requested delivery/collection time
• payment method

Once submitted, your order may not be changeable if the restaurant has started preparing it.

3. Allergies and Dietary Requirements

If you have allergies, intolerances or dietary requirements, you must contact the restaurant directly before placing your order.

You may add notes at checkout, but DigiOrder cannot guarantee that the restaurant will see, accept or safely act on allergy notes.

The restaurant is responsible for food ingredients, preparation, allergen handling and food safety.

4. Order Acceptance

Your order is not guaranteed until accepted by the restaurant.

The restaurant may reject or cancel an order for reasons including:

• items unavailable
• restaurant closed
• delivery address outside delivery area
• payment issue
• pricing error
• high demand
• staffing or operational issues
• suspected fraud or abuse

If your paid order is rejected or cancelled, a refund should be processed in line with the restaurant’s refund policy and the payment provider’s processing times.

5. Delivery and Collection Times

Delivery and collection times are estimates only.

Restaurants will try to meet the estimated time, but delays can happen due to traffic, weather, demand, staffing or preparation time.

Digiorder is not responsible for restaurant or driver delays.

6. Delivery Address

For delivery orders, you must provide a full and accurate delivery address.

If the address is incorrect, incomplete, outside the delivery area, or you are unavailable when delivery is attempted, the restaurant may cancel the order, refuse delivery or charge you in full.

7. Payments

Payment may be taken online by card, Apple Pay, Google Pay or another available payment method.

Payments are processed securely by the payment provider. Digiorder does not store your full card details.

Depending on the restaurant’s setup, payment may be received by the restaurant directly or by Digiorder/the platform provider on behalf of the restaurant before settlement.

8. Refunds

Refunds are handled by the restaurant unless Digiorder confirms otherwise.

Refunds may be offered where:

• the restaurant rejects your order
• the restaurant cancels your order
• you were charged incorrectly
• there was a serious issue with the order
• the restaurant agrees to refund you

Refunds may not be available where:

• you entered the wrong address
• you ordered the wrong items
• you failed to collect your order
• you were unavailable for delivery
• the food was prepared correctly but you changed your mind

Card refunds can take several working days to appear in your account depending on your bank or payment provider.

9. Cancellations

Because food orders are often prepared quickly and may be perishable or made to order, you may not have the normal right to cancel once the restaurant has accepted or started preparing your order.

You should contact the restaurant immediately if you wish to cancel.

The restaurant decides whether cancellation or refund is possible.

10. Pricing and Menu Information

Restaurants are responsible for their own menu items, prices, descriptions, images, availability, delivery fees and minimum order values.

Digiorder is not responsible for incorrect menu information entered by the restaurant.

11. Customer Behaviour

You agree not to misuse the Digiorder platform, including by:

• placing fake orders
• using false contact details
• making fraudulent payments
• abusing restaurant staff
• attempting to disrupt the website
• using the platform unlawfully

Orders may be cancelled and accounts or access may be restricted if misuse is suspected.

12. Personal Data

Your order details may be shared with the restaurant so they can process and fulfil your order.

This may include your name, phone number, delivery address, order details, payment status and order notes.

DigiOrder and the restaurant may each have data protection responsibilities depending on how your data is used. UK data protection guidance distinguishes between controllers, who decide why and how personal data is used, and processors, who process data on a controller’s instructions.

13. Problems With Your Order

If there is a problem with your food, delivery, collection, refund or order accuracy, you should contact the restaurant first.

DigiOrder may help pass information between you and the restaurant, but the restaurant remains responsible for resolving food/order issues.

14. Liability

Digiorder is not liable for:

• food quality
• food safety
• allergic reactions
• incorrect preparation
• late delivery
• missing items
• restaurant cancellation
• restaurant refusal to refund
• incorrect information provided by the restaurant

Nothing in these terms limits liability where it would be unlawful to do so.

15. Governing Law

These terms are governed by the laws of England and Wales.