Merchant Terms & Conditions

Digiorder Merchant Terms and Conditions

Last updated: 07/05/2026

These Merchant Terms and Conditions apply to restaurants, takeaways, food businesses, grocery businesses, cafés and other merchants who use Digiorder to receive, manage and process customer orders.

By creating a merchant account, using the Digiorder platform, accepting orders through Digiorder, or continuing to use the service, you agree to these Merchant Terms and Conditions.

1. Definitions

In these Terms:

“Digiorder”, “we”, “us” or “our” means Digiorder ltd, trading as Digiorder.

“Merchant”, “you” or “your” means the business, restaurant, takeaway, shop, owner, operator or organisation using Digiorder.

“Platform” means the Digiorder website, merchant dashboard, customer ordering pages, mobile applications, digital menu, ordering system, payment features and related services.

“Customer” means a person who places an order with you through Digiorder.

“Order” means an order placed by a Customer through the Platform for food, drinks, goods or services supplied by the Merchant.

“Subscription Fee” means the monthly or other recurring fee payable by the Merchant for access to Digiorder.

“Stripe” means Stripe Payments UK Ltd, Stripe Payments Europe Ltd, Stripe Technology Europe Ltd, or any relevant Stripe entity used to process payments.

2. About Digiorder

Digiorder provides software that allows Merchants to create a digital menu, receive online orders, manage customer orders, and accept online payments where enabled.

Digiorder is a technology provider only. Digiorder does not prepare food, sell food, deliver food, handle food, inspect food, provide catering services, or act as the Merchant’s agent unless expressly agreed in writing.

The contract for the sale of food, drinks, products or services is between the Merchant and the Customer. The Merchant is fully responsible for fulfilling each Order.

3. Merchant Account Registration

To use Digiorder, you must create a Merchant account and provide accurate, complete and up-to-date information.

You must ensure that:

a. you have authority to act on behalf of the Merchant business;
b. all business details, contact details, address details, bank details, menu details and tax details are accurate;
c. you keep your login details secure;
d. you notify us immediately if you suspect unauthorised access to your account;
e. you update your details if they change.

We may refuse, suspend or close a Merchant account if we believe the information provided is false, misleading, incomplete, unlawful, high-risk, or unsuitable for the Platform.

4. Merchant Responsibilities

You are solely responsible for your business, products, menu, prices, operations and Customers.

You agree that you will:

a. comply with all applicable laws, regulations and licences;
b. hold all required food hygiene, business, trading, tax and local authority registrations;
c. comply with food safety, hygiene, allergen, packaging and labelling laws;
d. ensure your menu, prices, product descriptions, photos, availability and opening hours are accurate;
e. clearly display allergen information where required;
f. prepare and provide Orders safely and within a reasonable time;
g. accept, reject or manage Orders promptly;
h. honour prices and offers displayed on your Digiorder page unless there is a genuine obvious error;
i. deal professionally and lawfully with Customers;
j. handle complaints, refunds and disputes relating to your Orders;
k. ensure you have suitable equipment, internet access and staff to monitor incoming Orders;
l. not use Digiorder for any unlawful, misleading, fraudulent or harmful purpose.

You are responsible for checking your dashboard, order notifications, emails, SMS alerts, app notifications or any other notification method used by Digiorder. Digiorder is not responsible if you miss an Order because you failed to monitor your account, device, connection, browser, tablet, phone or email.

5. Food Safety, Allergens and Product Information

The Merchant is solely responsible for the safety, quality, legality and accuracy of all food, drinks, goods and services offered through Digiorder.

You must ensure that all allergen information, ingredients, dietary information, preparation methods and product warnings are accurate and kept up to date.

Digiorder does not verify allergen information, food safety standards, menu accuracy, portion sizes, preparation methods or product descriptions.

You agree to indemnify Digiorder against any claim, complaint, loss, fine, investigation, legal cost or liability arising from food safety, allergens, hygiene, contamination, illness, incorrect product information, mislabelling or any breach of food-related laws.

6. Orders

When a Customer places an Order through Digiorder, the Merchant is responsible for accepting, rejecting, preparing, fulfilling and completing that Order.

You must ensure that Orders are reviewed promptly. If you cannot fulfil an Order, you must reject it or contact the Customer as soon as reasonably possible.

Digiorder may provide order statuses such as pending, accepted, preparing, ready, delivered, completed, rejected or cancelled. These statuses are for operational convenience only and do not remove your responsibility to communicate with the Customer where needed.

Digiorder is not liable for missed, delayed, incorrect, rejected, cancelled, duplicated or unfulfilled Orders unless caused directly by our proven technical failure.

7. Delivery and Collection

Unless Digiorder expressly agrees otherwise in writing, the Merchant is responsible for arranging and managing delivery and/or collection.

You are responsible for:

a. delivery zones;
b. delivery fees;
c. delivery times;
d. driver availability;
e. driver conduct;
f. delivery address checks;
g. failed deliveries;
h. cold, damaged, late or missing Orders;
i. customer complaints about delivery or collection.

If third-party delivery services are integrated into Digiorder, the use of those services may be subject to separate terms and fees. Digiorder is not responsible for the actions, delays, failures or pricing of third-party delivery providers.

8. Prices, Menu and Availability

You control your menu, product availability and prices.

You must ensure your menu and pricing are accurate. If an item is unavailable, you must update the Platform promptly.

Digiorder may allow you to add discounts, promotions, delivery fees, service charges or minimum order values. You are responsible for ensuring these are lawful, accurate and honoured.

Unless clearly stated otherwise, prices shown to Customers should include any VAT or taxes that must legally be included in consumer-facing prices.

9. Payments

Digiorder may allow Customers to pay online using payment methods such as debit card, credit card, Apple Pay, Google Pay or other supported payment options.

Payments are processed by Stripe or another third-party payment provider. You agree to comply with the payment provider’s terms, verification checks, onboarding requirements, account restrictions and compliance rules.

Digiorder is not a bank, payment institution or money transmitter. Digiorder does not hold Customer funds as your trustee. Payment processing, settlement, chargebacks, fraud checks and payment availability may depend on Stripe or another payment provider.

You are responsible for any payment processing fees, chargebacks, refunds, disputes, failed payments, payment reversals, taxes and bank charges unless agreed otherwise in writing.

We do not guarantee that every payment method will be available to every Merchant or every Customer. Apple Pay, Google Pay or other wallet options may depend on your payment setup, Stripe account status, device, browser, domain verification, technical configuration or payment provider rules.

10. Stripe Connect and Payment Provider Terms

If Digiorder uses Stripe Connect or a similar payment service, you may be required to create, connect or verify a Stripe account.

You authorise Digiorder to interact with Stripe or the payment provider for the purpose of enabling payments, calculating applicable platform fees, processing refunds where supported, viewing transaction information, and operating the Platform.

You are responsible for completing all identity, business, bank account, tax and compliance checks required by Stripe or any payment provider.

Stripe or the payment provider may delay, withhold, freeze, reverse or refuse payments where required by law, risk checks, fraud prevention, chargeback rules, regulatory requirements or their own terms. Digiorder is not liable for any such action.

11. Subscription Fees and Billing

Digiorder may charge a Subscription Fee for access to the Platform.

Unless stated otherwise, Digiorder may offer a free trial for a stated period. After the trial ends, the Subscription Fee will be charged automatically unless you cancel before the trial ends.

Your Subscription Fee, billing date and plan details will be shown at sign-up, in your account, invoice, order form or separate written agreement.

Unless stated otherwise:

a. subscriptions renew monthly;
b. fees are payable in advance;
c. fees are non-refundable once a billing period has started;
d. you may cancel at any time before the next billing date;
e. cancellation stops future billing but does not usually refund the current billing period;
f. Digiorder may suspend access if payment fails.

We may change our fees by giving reasonable notice. If you do not accept the new fees, you may cancel before the new fees apply.

12. Free Trials and Promotions

Any free trial, discount or promotional offer is provided at Digiorder’s discretion.

We may refuse, withdraw or limit a free trial or promotion if we believe it is being misused, duplicated, abused, obtained dishonestly, or used in breach of these Terms.

Unless stated otherwise, only one free trial is available per Merchant business.

13. Refunds to Customers

The Merchant is responsible for Customer refunds, cancellations, complaints and disputes relating to Orders.

You must handle refunds fairly, promptly and in accordance with applicable consumer law.

Reasons for refunds may include, but are not limited to:

a. cancelled Orders;
b. unavailable items;
c. incorrect Orders;
d. missing items;
e. poor quality items;
f. late delivery;
g. failed delivery;
h. duplicate payments;
i. legal obligations.

Digiorder may provide tools to process refunds through the Platform, but responsibility for deciding, funding and handling refunds remains with the Merchant unless Digiorder caused the issue directly.

If Digiorder suffers any loss, fee, chargeback, dispute fee, payment provider fee, bank fee or legal cost because of a Merchant’s Order, conduct, refund failure or Customer dispute, the Merchant must reimburse Digiorder on demand.

14. Chargebacks and Payment Disputes

You are responsible for all chargebacks, payment disputes, fraud claims and payment reversals relating to your Orders.

You must provide any evidence reasonably requested by Digiorder, Stripe or the payment provider to help respond to a chargeback or dispute.

Digiorder does not guarantee that a chargeback or dispute will be successfully defended.

Any chargeback fee, dispute fee, refund, reversal or related cost may be deducted from your Stripe account, future payouts, or invoiced to you separately.

15. Customer Complaints

You are responsible for handling Customer complaints relating to your food, products, service, delivery, staff, pricing, refunds, order accuracy and fulfilment.

Digiorder may forward Customer complaints to you or contact you about them.

Where a complaint may affect Digiorder’s reputation, legal position, payment provider relationship, platform security or Customer safety, we may investigate and take action, including suspending your account.

16. Taxes

You are solely responsible for all taxes, VAT, duties, levies, filings, records, invoices and accounting obligations relating to your business, Orders, income, subscription payments and Customer sales.

Digiorder does not provide tax advice.

If required by law, Digiorder may collect, report, retain or disclose information relating to your payments, account or transactions to tax authorities, regulators, payment providers or law enforcement.

17. Licence to Use Digiorder

Subject to these Terms and payment of any applicable fees, Digiorder grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your own Merchant business.

You must not:

a. copy, resell, rent, lease or sublicense the Platform;
b. reverse engineer, decompile or attempt to extract source code;
c. interfere with the Platform’s security or operation;
d. use the Platform to build a competing product;
e. scrape, harvest or misuse Platform data;
f. upload viruses, malware or harmful code;
g. use the Platform in a way that damages Digiorder’s reputation;
h. allow unauthorised persons to access your account.

18. Intellectual Property

Digiorder owns or licenses all intellectual property rights in the Platform, including software, code, design, branding, layout, workflows, databases, systems, documentation and technology.

You retain ownership of your Merchant content, such as your logo, menu, images, descriptions and business information.

You grant Digiorder a worldwide, royalty-free licence to use, host, display, reproduce, process and adapt your Merchant content as needed to operate, promote and improve the Platform.

You confirm that you have the right to upload and use all Merchant content provided to Digiorder.

19. Merchant Content

You are responsible for all content uploaded, submitted or displayed through your account.

Merchant content must not be unlawful, misleading, offensive, defamatory, infringing, discriminatory, unsafe, fraudulent or harmful.

We may remove or edit Merchant content if we believe it breaches these Terms, the law, payment provider rules, customer safety requirements, or Digiorder’s platform standards.

20. Data Protection

Both Digiorder and the Merchant must comply with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

The Merchant is responsible for ensuring it has a lawful basis to process Customer personal data received through Digiorder.

Customer personal data may include names, phone numbers, email addresses, delivery addresses, order details, payment status, notes and communication records.

You must only use Customer personal data for lawful business purposes connected with fulfilling Orders, customer service, refunds, legal compliance and your legitimate business operations.

You must not misuse Customer personal data, sell it, share it unlawfully, spam Customers, or use it for unrelated marketing unless you have a lawful basis and any required consent.

Digiorder may process personal data to provide the Platform, operate merchant accounts, manage Orders, provide support, improve services, maintain security, prevent fraud, handle payments, comply with law and enforce these Terms.

Where Digiorder acts as a processor on behalf of the Merchant, Digiorder will process personal data only as reasonably necessary to provide the Platform and in accordance with applicable data protection law.

Where Digiorder acts as an independent controller, including for account management, billing, analytics, security, fraud prevention, service improvement and legal compliance, Digiorder is responsible for its own compliance.

You must promptly notify Digiorder if you receive any data protection complaint, subject access request, deletion request, objection, regulator enquiry or suspected data breach relating to Digiorder or Customer data obtained through the Platform.

21. Data Security

You must keep Customer data secure.

You agree to:

a. restrict access to authorised staff only;
b. use strong passwords;
c. protect devices used to access Digiorder;
d. log out of shared devices;
e. avoid printing or exporting Customer data unless necessary;
f. securely delete Customer data when no longer needed;
g. notify Digiorder immediately of any suspected unauthorised access, breach or misuse.

You are responsible for all activity on your Merchant account unless caused by Digiorder’s proven security failure.

22. Confidentiality

You must keep confidential any non-public information about Digiorder, the Platform, pricing, software, business plans, technical systems, merchant tools and commercial arrangements.

Digiorder will keep your non-public business information confidential, except where disclosure is necessary to provide the Platform, comply with law, enforce these Terms, work with payment providers, or protect Digiorder’s rights.

23. Platform Availability

Digiorder aims to provide a reliable service, but we do not guarantee that the Platform will always be available, uninterrupted, error-free or compatible with every device, browser, operating system, payment method or third-party service.

The Platform may be unavailable due to maintenance, updates, internet failures, hosting issues, payment provider issues, third-party integrations, security incidents, force majeure events or technical faults.

Digiorder is not liable for loss of sales, missed Orders, lost profits, reputational damage or business interruption caused by downtime, bugs, delays or third-party failures unless caused directly by our proven negligence and subject to the liability limits in these Terms.

24. Updates and Changes to the Platform

We may update, improve, change, suspend, remove or replace any part of the Platform at any time.

We may add or remove features, change dashboard layouts, modify payment options, update notification methods, alter integrations or introduce new plans.

We will try to give reasonable notice of material changes where practical, but we may make urgent changes without notice for security, legal, compliance or technical reasons.

25. Third-Party Services

Digiorder may integrate with third-party services including payment processors, delivery providers, SMS providers, email providers, analytics providers, hosting providers, map providers, communication tools and app stores.

Your use of third-party services may be subject to separate terms, fees and privacy policies.

Digiorder is not responsible for third-party services, including their availability, accuracy, pricing, decisions, downtime, restrictions, errors or legal compliance.

26. Suspension and Termination by Digiorder

We may suspend or terminate your account immediately if:

a. you breach these Terms;
b. payment fails;
c. you provide false or misleading information;
d. you misuse the Platform;
e. you fail payment provider checks;
f. you receive serious Customer complaints;
g. you pose a legal, reputational, financial or security risk;
h. you breach food safety, allergen or hygiene requirements;
i. you act abusively towards Customers, staff, Digiorder or third parties;
j. we are required to do so by law, regulator, payment provider or court order;
k. your use of Digiorder may harm the Platform or other Merchants.

Suspension or termination does not remove your responsibility for unpaid fees, refunds, chargebacks, disputes, taxes, Customer complaints or liabilities incurred before termination.

27. Cancellation by Merchant

You may cancel your Digiorder subscription by using the cancellation option in your account, contacting Digiorder support, or following the cancellation instructions provided to you.

Cancellation will usually take effect at the end of the current billing period unless we agree otherwise.

You remain responsible for all Orders, refunds, chargebacks, subscription fees and liabilities incurred before cancellation.

Digiorder may retain records after cancellation where necessary for legal, tax, accounting, fraud prevention, dispute handling, payment processing, regulatory or legitimate business purposes.

28. No Guarantee of Sales

Digiorder does not guarantee that you will receive any Orders, Customers, revenue, profit, ranking, search visibility or business growth.

Any examples, demos, case studies, estimates or marketing materials are illustrative only and are not promises of performance.

29. Reviews and Customer Feedback

Digiorder may allow Customers to leave reviews, ratings or feedback.

We are not responsible for Customer opinions, but we may remove reviews that we reasonably believe are fake, abusive, unlawful, defamatory, irrelevant or in breach of our policies.

You must not post fake reviews, offer incentives for misleading reviews, manipulate ratings, threaten Customers over reviews, or ask staff, family or connected persons to post dishonest feedback.

30. Acceptable Use

You must not use Digiorder to:

a. sell illegal goods or services;
b. mislead Customers;
c. process fraudulent Orders;
d. avoid payment provider rules;
e. launder money;
f. harass Customers;
g. upload harmful content;
h. interfere with Digiorder’s systems;
i. impersonate another business;
j. breach intellectual property rights;
k. breach consumer protection, food safety, advertising, privacy or payment laws.

31. Liability

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Subject to the above, Digiorder is not liable for:

a. loss of profit;
b. loss of revenue;
c. loss of business;
d. loss of goodwill;
e. loss of opportunity;
f. loss of data;
g. business interruption;
h. missed Orders;
i. Customer complaints;
j. food safety issues;
k. payment provider decisions;
l. chargebacks;
m. third-party failures;
n. indirect or consequential losses.

Digiorder’s total liability to the Merchant for all claims arising out of or in connection with these Terms or the Platform shall not exceed the total Subscription Fees paid by the Merchant to Digiorder in the three months immediately before the event giving rise to the claim.

32. Indemnity

You agree to indemnify and hold harmless Digiorder, its directors, employees, contractors, suppliers and partners from and against any claims, losses, damages, fines, penalties, chargebacks, refunds, costs, legal fees, complaints, investigations or liabilities arising from:

a. your Orders;
b. your food, products or services;
c. your breach of these Terms;
d. your breach of law;
e. your breach of food safety, hygiene or allergen obligations;
f. your misuse of Customer data;
g. your staff, drivers, contractors or agents;
h. your refunds, disputes or chargebacks;
i. inaccurate menu, pricing or business information;
j. your negligence, misconduct or fraud.

33. Force Majeure

Digiorder is not liable for any delay or failure caused by events outside our reasonable control, including internet outages, hosting failures, cyberattacks, power failures, strikes, war, terrorism, natural disasters, pandemics, government action, payment provider failures, third-party service failures or technical infrastructure issues.

34. Changes to These Terms

We may update these Terms from time to time.

If we make material changes, we will try to give reasonable notice by email, dashboard notice or website update.

Your continued use of Digiorder after updated Terms take effect means you accept the updated Terms.

If you do not accept the updated Terms, you must stop using Digiorder and cancel your account.

35. Notices

We may send notices to you by email, dashboard message, website notice, SMS, WhatsApp or any contact method provided by you.

You must keep your contact details up to date.

36. Assignment

You may not transfer, assign or subcontract your rights or obligations under these Terms without our written consent.

Digiorder may transfer or assign its rights and obligations to another company, purchaser, group company, successor, investor or business partner as part of a restructure, sale, merger, acquisition or transfer of business.

37. Entire Agreement

These Terms, together with any order form, subscription plan, privacy policy, data processing terms, payment terms or written agreement between us, form the entire agreement between Digiorder and the Merchant.

They replace any previous discussions, messages, proposals, statements or agreements relating to the Platform.

38. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

39. No Waiver

If Digiorder does not enforce a right immediately, this does not mean Digiorder has waived that right.

40. Governing Law and Jurisdiction

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

The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, the Platform or the relationship between Digiorder and the Merchant.