Terms of Service

AyeOrder operates a UK marketplace connecting local takeaway businesses (the "Operators") with customers placing food orders. When you place an order, you are entering into a sale contract directly with the Operator. AyeOrder facilitates that contract — we handle payment, order routing, and customer support — but we do not prepare or own the food itself.

You must be at least 18 years old and resident in the United Kingdom to use AyeOrder. By placing an order you confirm both.

• Prices are set by each Operator and shown on the menu page. We display the total including any platform fee before you confirm.
• Delivery zones and minimum order amounts are set by each Operator and verified at checkout.
• Allergens and dietary information are provided by the Operator in good faith. Always declare allergies in the customer notes field so the Operator can confirm suitability before preparing your order.
• When you place an order online you are making an offer to buy. The Operator accepts your offer when they confirm the order in their system, at which point a contract is formed between you and that Operator.

• Card payments are processed by Stripe under Stripe's own terms. We never see your full card details.
• For online card payment the funds are authorised when you place the order and captured when the Operator accepts. If the Operator does not accept within 7 days, the authorisation is automatically released.
• Cash-on-delivery is available where the Operator offers it. You pay the driver in cash on arrival.
• A small platform fee (currently £0.50 per order) is added to each order. The fee covers running the marketplace and is shown separately on your receipt.

Food orders are perishable goods made to order, so the standard 14-day cooling-off period under the Consumer Contracts Regulations does not apply.

• Before the Operator accepts: you can cancel the order from the tracking page and the authorisation is released within a few minutes.
• After acceptance but before preparation: contact the Operator (their number is on the receipt) — they may be able to cancel and refund.
• After preparation: cancellation is not usually possible. If the order is significantly defective — missing items, items not as described, food unfit for human consumption — under the Consumer Rights Act 2015 you are entitled to a refund, replacement, or partial credit.
• Contact support@ayeorder.co.uk if you cannot resolve a refund directly with the Operator. We will mediate and, where appropriate, refund you ourselves and recover from the Operator.

• Estimated delivery times are guidance, not contractual promises. Traffic, weather, and Operator kitchen load affect timings.
• If the driver cannot reach you (no answer, wrong address, etc.) we keep your food for up to 15 minutes at the door before returning it. We may charge a re-delivery fee.

You are responsible for keeping your account secure. Notify us immediately at support@ayeorder.co.uk if you suspect unauthorised access.

You can delete your account at any time from Account settings. See the Privacy Policy for what we keep and what we erase.

You agree not to:

• Use the service for any unlawful purpose;
• Place fraudulent orders, attempt to manipulate prices, or use stolen payment methods;
• Abuse Operators or our staff;
• Attempt to access or interfere with the security of the service.

We may suspend or close accounts that breach these terms or repeatedly cancel orders without good reason.

AyeOrder is a marketplace facilitator. We are not liable for the food itself (preparation, safety, allergen handling) — that is the Operator's responsibility. Nothing in these terms limits any liability that cannot be limited under UK law, including liability for death or personal injury caused by negligence, fraud, or breach of statutory implied terms.

Subject to that, our total liability to you for any claim arising from a single order is limited to the total amount you paid for that order.

We will give 14 days' notice by email before any material change to these terms takes effect. Minor changes (typos, clarifications) take effect on publication.

These terms are governed by the laws of Scotland (or, if you are resident in England and Wales, the laws of England and Wales) and you can bring proceedings in the courts of the part of the UK where you live.

AyeOrder — support@ayeorder.co.uk