GENERAL TERMS AND CONDITIONS
These general terms and conditions (the "Terms") apply between you as a customer (the "customer", "you") and Foodora AB, Reg. No. 559007-5643, address Jakobsbergsgatan 24, 111 44 Stockholm ("foodora"), when ordering food, drinks and other products (together the "Products") or booking services through www.foodora.se or foodora's downloadable mobile application (together the "Platform"). By registering a user account with foodora, using the Platform and/or ordering or receiving Products and services from fodoora and foodora’s Partners Products and services you confirm that you have read and agree to the Terms. These Terms constitute the entire agreement between you and foodora. foodora reserves the right to update the Terms from time to time and by placing an order you approve the Terms applicable at the time of the order.
The last update of the Terms was made the 31st of August 2022.
Through the Platform, you as a customer can order the Products available on the Platform from time to time. The Platform distinguishes Products (including meals) prepared or prepared by restaurants ("Restaurants") and Products or service provided by stores ("Shops"). The restaurants and stores are jointly referred to as "Partners" and each as a "Partner".
Products sold via the Platform are intended for personal use and are not to be resold or transferred.
If you have any questions regarding the Terms you may always contact our customer service.
1. Products and services
Orders from Restaurants
When ordering Products from Restaurants through the Platform, foodora acts as seller of the Products which are prepared by the Restaurants.
Order from Shops
By ordering Products from Shops through the Platform, the Shop acts as the seller and you enter into an agreement with the Shop, accept these General Terms and Conditions, and, (where applicable) the Shop’s own terms of sale.
Some of the Shops offer the possibility to book services (“Services”). When making a booking for Services, foodora acts as intermediary between you and the Partner to facilitate the booking for Services to be provided directly to you by the Partner at a time and place as agreed between you and the Partner. These terms apply for your booking and the agreement for the provision of Services is entered into between you and the Partner directly. The applicable terms and conditions for the relevant Services are provided in the menu page of the Partner or directly by the Partner.
foodora provides access to the Platform and sells and delivers meals prepared by Restaurants and delivers Products sold by Shops (foodora’s supply of goods and services) to you unless otherwise stated at the time of the order or in the Terms. The Products are transported and delivered by foodora or foodora’s Partners to the delivery address specified by you when placing the order, unless you choose to pick up the Product at the Partner's location ("Pick-Up").
foodora operates the Platform and administers orders made through the Platform. At the time of placing your order, you pay for the Product (including any delivery fees) or Service directly on the Platform. You do not pay anything to the courier who delivers the Product to you or to the Partner in connection with Pick-Up orders or Services.
foodora's business is registered with the Environment and Health Protection Board in Stockholm (Sw. Miljö- och hälsoskyddsnämnden i Stockholm) and in Gothenburg. This registration means that the operations are regularly monitored by the municipality, and foodora also ensures that the Restaurants that prepare food available for orders through the Platform are registered food business operators.
1.1 Offering of Partners and Products
The range of Partners, Products and Services on the Platform may differ from time to time and are limited to Products delivered from Partners with a business location near the delivery address specified by you and and is also depending on the availability of the Partner and applicable delivery time to your specified address. Furthermore, the range and ranking may depend on the paid placement as well as other parameters to ensure that you get a good customer experience. When changing the delivery address, or if you choose Pick-Up, the offering and ranking can thus be changed and we refer to the offering available on the Platform from time to time.
1.2 Ordering, supply and risk for the Products
All orders are made on the Platform by selecting the Products you wish to purchase or Services you wish to book and then placing an order at checkout. When placing an order for Products, you must then choose if you want your order to be delivered as soon as possible, to pick- up the Product at the Partner's location yourself (Pick-Up), or if you want to place a pre-order. A pre-order can be made up to a maximum of three (3) days in advance.
Your order is an offer to purchase the Products listed in your order and amounts corresponding to the order value are reserved through the chosen method of payment. When you have placed an order to purchase a Product through the Platform, we will notify you by email that the Partner has received information of the order and the estimated delivery time will be provided on the Platform. Please note that you can only recall an order until the order is confirmed by foodora’s Partner. After the order is confirmed we refer to your statutory rights of withdrawal as set out in section 5.3 in respect of Products for which statutory rights of withdrawal apply. Please note that foodora will commence its delivery services immediately upon receipt of the order confirmation from the Partner and that you, by placing an order, confirm that the delivery costs are non-refundable and that you have forfeited your right of withdrawal in respect of the delivery service.
foodora and foodora's Partners explicitly reserve that a Product may be out of stock at the time of placing the order, or that foodora or the Partner may otherwise be unable to deliver the Product(s), in which case the order may be cancelled, in whole or in part, and you will be refunded accordingly. Upon delivery foodora will provide a receipt for your purchase to your email address on behalf of the seller.
When making a booking for Services, the Partner will reach out to you via the contact details provided by you under your profile on your foodora account to schedule when and where the Services are to be provided (unless specified when placing the order).
Please note that foodora never accepts orders for Products by email or by live chat and that payment is always made on the Platform.
The risk for loss of or damage to the Product passes to you once the Product has been delivered to the agreed location. Neither foodora nor its Partners shall be liable for any loss or damage caused to Products after delivery. You are responsible for collecting the Product at the specified delivery address(or if Pick-Up is selected, to collect the Products at the Partners point of sale), and not refunds will be made due to your failure to receive or pick up the Product.
1.3 Terms for delivery
Estimated delivery and pick-up times provided by foodora via the Platform or in the app constitute estimated times and the delivery time of the order may be affected by traffic and weather conditions and other reasons beyond foodora's control. To ensure the quality of the Products upon delivery, orders delivered by foodora couriers are not forwarded to the Partner until we have a courier available, and the Partner can follow the courier in real time in order to estimate when the Products will be picked up.
Delivery and receipt
When placing an order on the Platform with delivery (direct or pre-order), you acknowledge and agree that the Products ordered will be delivered to the location or street address provided by you for the relevant order.
Deliveries can only be made to locations where our couriers can locate and access the delivery address and you must be present at the relevant delivery location or street address, unless you have confirmed that the order shall be left by the door when placing the order. We also ask you to observe that we may require ID for delivery of the Goods. If you are not available to receive the order upon delivery, the courier can deliver the Products by the door to the extent no restrictions apply, e.g. the order contains Products for which customer identification or similar is required, in which case you will be deemed to have agreed that the delivery may be made at the door. Once the Products are delivered at the agreed location the risk will transfer to you.
foodora or its Partners are under no obligation to deliver any order by the door to the extent restrictions apply or if it is otherwise deemed inappropriate.
You are responsible to remain available to receive calls at the phone number submitted by you on the Platform. If you cannot be reached at the phone number provided by you and delivery cannot be completed, or (in the case of orders including Products for which ID-checks are required and/or for which age restrictions or other requirements apply) the person receiving the goods is unable to present valid, underaged, perceived as drunk or intoxicated or otherwise does not meet the requirements for delivery, or if there is a reason to suspect bootlegging, the delivery and the order may be cancelled. foodora is entitled to charge a fee of 200 SEK (or, if the order value is less, the full order value) to cover for costs and expenses related to the cancellation of the order. This will be charged by way of reducing the amount which can be refunded due to the failed delivery of the Products Your refund may be further reduced by an amount corresponding to any Products that foodora or the Partner is unable to resell.
For orders which include Products for which customer identification or similar is required it may be required that the order is received by the person placing the order.
If you have selected Pick-Up when placing the order, the Products are to be picked up by yourself at the Partner’s point of sale at the time specified on the Platform. The Partner may require that you identify yourself with valid ID when collecting the order and that no other restrictions to deliver the Products apply, including but not limited to Products that require ID check or for which age restrictions or other requirements apply.
If the order is not picked up within a reasonable time period from the specified Pick-Up time you may be charged full price for the relevant Products to the extent that these cannot be re-sold and/or any other costs of foodora or the Partner in relation to the order.
1.4 Content and quality of meal and food stuff
For meals made available on the Platform, a list of ingredients is provided by the Partner preparing the meal. However, we cannot guarantee that any such list or information is accurate/or up to date at all times and reserve ourselves for that the restaurants may have made changes to the ingredients included in the meal which we are not aware of. For this reason we kindly ask you to contact the relevant Restaurant directly for information about e.g. allergens, ingredients or the origin of raw materials. Contact details to the Restaurant are provided at the bottom of the Partner’s page on the Platform.
In case you are very sensitive to contact with certain allergens, please note that even if our restaurants ensure that your order is packaged in a separate bag, your food may be delivered in the same transport bag as other Products.
Meals made available for purchase on the Platform are prepared and packaged by Partners who are registered food establishments that are under supervision to comply with the requirements of the National Food Agency (Sw. Livsmedelsverket) and neither foodora, nor foodora's personnel prepare, patriciate or interfere with the preparation of meals or any ingredients they contain. Once the meal has been prepared, the Partner will pack the meal and, unless you have selected Pick-Up as the delivery method, it will be transported to you by a suitable means of transport.
Meals from Restaurants are intended to be eaten immediately upon delivery, unless expressly stated otherwise, and foodora and the Restaurant are not responsible for the quality of the meal if consumed later.
If your order contains pre-packaged food, it is important that you carefully read the list of ingredients on the packaging before consuming those foods, especially if you are allergic to certain food or ingredients. Please note that foodora does not guarantee that the lists of ingredients displayed on the Platform are correct or up to date. If you have any questions about the ingredients of food marketed through the Platform, please contact the relevant Partner.
foodora’s Partners pick and prepare your order for immediate delivery or collection, which can be compared to when you shop directly in store. In order to ensure that the Products maintain the quality upon delivery, your order is not forwarded to the Partner until we have an available courier in order to ensure that refrigerated and frozen goods are picked up without delay.
1.5 Specific terms for certain products
Gift cards sold by foodora on the Platform or in other channels such as presentkort.foodora.se are valid for one (1) year from the date of purchase, can not be redeemed for cash and can only be used for Restaurant orders via the Platform, unless otherwise stated. The gift card is issued by foodora in the form of a code that can be used for one (1) purchase and can not be combined with other discount codes or vouchers. Vouchers (as defined in section 2.2. below) and other discounts or offers are generally not be used to purchase gift cards.
Any amount on the gift card that exceeds the total amount of the order for which the code of the gift card is used, will be used up. If the order value exceeds the amount of the gift card, it is possible to pay any excess with the usual means of payment.
What is stated regarding Vouchers in section 2.2 below applies to gift cards in general.
Alcohol, tobacco and nicotine products
Sale of alcohol, snus and products containing nicotine will only be available for customers who are 18 years or older. foodora will check age and ID (to confirm that it is the person who has placed the order that receives it) upon receipt of delivery or collection of the order.
Please note that gift cards, vouchers and other discounts cannot be applied to Products for which an age limit applies and that these Products may be exempt from offers and promotions.
When making a booking on the Platform for Services to be provided by a Partner, you make a binding reservation for the Services. Please note that the Service will be provided to you directly by the Partner at the location and time specified when placing the order or as otherwise agreed between you and the Partner. You are entering into an agreement directly with the Partner for the Services to be provided and foodora is not responsible for any incorrect or missing Services.
You are responsible to ensure that the contact details in your profile or as otherwise provided when making the booking are correct, and that you will remain available to receive in-app messages and/or calls from foodora and/or the Partner. foodora is not liable if services cannot be performed due to incomplete, incorrect or missing information. In the event the Partner is unable to perform the Services due to your unavailability, you may be charged a fee corresponding to the cost of the Services.
2. Costs of the Supply and payment
The prices of each Product and for the delivery service are presented on the Platform at the time of ordering. foodora and the Partner reserves the right to update prices and/or content and information of the Products and foodora’s services to apply for orders placed after the change has been made. In the event of significant changes to the services or to the Platform, these Terms will be updated, and a new version will be made available on the Platform. Please make sure to read the latest, updated version of the Terms when placing an order.
For orders placed via the Platform, a minimum order value may apply. The minimum order value may differ from Partner to Partner but is stated in your cart before checkout and upon placing an order. Upon placing an order for Product(s) which does not in total exceed the minimum order value, foodora will charge the Customer the difference between the total price of the Product(s) and the applicable minimum order value. Please note that such costs may not be refunded in the event of a return. This amount may be deducted from the refunded amount upon return. In addition, foodora charges a fee of SEK 5 for the service.
foodora may offer a discount on prices for Products from Restaurants, and may also limit the ability of Shops to offer higher or deviating prices for Products on the Platform, compared to prices offered in the Partners’ own sales channels. This is to ensure that you as a customer are only additionally paying for the specified delivery costs when ordering Products on the Platform, at the same time as foodora will be able to operate a viable business model when offering customers to benefit from the efficiencies generated by our Platform in terms of facilitated search, increased choice and high service levels. We continually invest in the development and improvement of our Platform, and these limitations also balance the benefits that Partners derive from joining the Platform in terms of e.g. visibility and cost savings, against our investments in offering and improving our services.
2.2 Introductory prices, offers, campaigns and Vouchers
Introductory prices or "trial offers" offered by foodora to customers can only be used once per registered user. The same applies in respect of other campaigns or promotions offered for use on the Platform, unless expressly stated otherwise in the terms for the relevant campaign or offer. foodora reserves the right to terminate campaigns and the offering of introductory prices or promotions at any time without prior notice to the customer. For offers and promotions offered by entering a discount code when ordering, only one (1) code can be used per order.
Gift cards and/or vouchers with a specific face value ("Vouchers") issued by foodora can be redeemed upon payment for Products and services available on the Platform, unless otherwise stated in the Voucher or in the terms applicable to the Voucher. A Voucher cannot be redeemed for cash. The Voucher can only be used and redeemed once, regardless of whether the full amount of the Voucher is used or not, and can only be used before the ordering process is completed. Once the Voucher expires, the Voucher can no longer be used for payment on the Platform, cannot be reactivated, and any remaining unused value will not be refunded.
Certain Partners, Products (including but not limited to gift cards referred to in section 1.5 above) and Services may be exempt from offers, campaigns, promotions and Vouchers and (unless otherwise stated at the time of ordering) only one offer or Voucher can be redeemed or used per order. Vouchers cannot be combined with other discount codes at the same order.
In the event of fraud, abuse, or improper or unauthorized use of offers, campaigns, promotions and Vouchers, foodora may choose to terminate, revoke or invalidate these, and foodora reserves the right to charge the customer for costs in relation to such activity and to suspend customers who continuously misuse the Platform.
Unless otherwise expressly agreed, payment for any Product orders shall be made on the Platform at the time of ordering by using direct payment, debit/credit card or by any other payment methods made available on the Platform at the time of placing the order.
In connection with orders for Products and booking of Services made available from Shops, foodora will direct the payments to the Shop.
For donation payments processed on the Websites through the ShareTheMeal programme, the World Food Programme will be the end beneficiary.
3. Your commitment as a customer at foodora
By accepting the Terms and placing orders on the Platform, you verify that you are at least 18 years old and that you may accept these Terms with binding effect. You confirm that you are the lawful owner of the debit/credit cards used by you to make any purchases on the Platform. You are responsible for ensuring that the information you provide when registering your user account with foodora or placing an order on the Platform is correct. You agree to keep your login credentials and other account information confidential and secure and to not share such information with anyone else, and you commit to inform foodora promptly if your credentials and/or password are obtained by a third party, in which event foodora shall reserve the right to close or delete your user account credentials without advance notification.
You may not use any foodora trademarks or brands beyond what is required to use the Platform or foodora’s services.
In the event of fraud, abuse or improper or unauthorized use of the Platform, foodora reserves the right to suspend customers from the Platform and to charge the customer for costs and damage suffered by foodora or Partners.
4. Personal data processing and data protection
5. Complaints, feedback and cancellation rights
5.1 Complaints and feedback for orders from Restaurants and food items from Shops
We want you to be satisfied with our service! If the Products you receive are faulty, incorrect or do not match your order, we kindly ask you to immediately contact [email protected] or customer service with pictures and description of the problem. Once notice of the complaint or claim has been received, your matter will be investigated as soon as possible to identify the problem and seek a solution in accordance with the applicable mandatory consumer protection legislation. foodora reserves the right to determine what is considered an appropriate solution in each situation. Please note that it is the seller of the Product(s) that is responsible for complaints, faulty products and warranty matters, why foodora may refer you to the Partner, in cases where a Partner Shop is the seller of the Product(s).
When you register a complaint in respect of Restaurant orders, you as a customer may be given the opportunity to choose whether you want a refund (if eligible) via the same payment method used in the original purchase or if you want a refund in the form of a voucher (discount code) which can be used for future purchases on the Platform. A refund voucher is valid for 30 days and is stored on your profile and can (unless otherwise stated) only be used for purchases on the Platform regarding Products from Restaurants. Furthermore, our customer service may issue compensation vouchers to customers in respect of cases which are not eligible for a full refund. Compensation vouchers are valid for 30 days, and available in the voucher wallet on your customer account. Please note that the terms and conditions that apply to Vouchers in general in accordance with section 2.2 above also apply to refund and compensation vouchers and that these can not be combined with other discount or promotion codes or Vouchers.
5.2 Returns and complaints for other orders from Shops
Returns and complaints are made directly to the Shop in accordance with the Shop’s applicable policy, and the Shop is responsible to approve or reject returns and/or complaints.
Please note that if you have made a booking for Services, the statutory rights of withdrawal may not apply. We kindly ask you to contact the Partner directly in the event you wish to cancel your booking.
You have the right to withdraw from the purchase by giving us or the Partner notice that you wish to exercise your right of withdrawal within 14 days of receiving the Product, or a substantial part of the Product (the "Cooling-Off Period"). However, this does not apply to any purchase of meals, foods with a short shelf life, in case of risk of contamination or when we can not guarantee unbroken cold chain and in other situations where there exists an explicit exception under the applicable consumer protection legislation. Your right to withdraw from the purchase and receive a refund is subject to that no seals are broken (if applicable) and foodora or the Partner has the right to deduct any depreciation as a result of the Product being handled to a greater extent than was necessary to determine its properties or function. You can read more about your right of withdrawal and what products and services are exempted from the said right on the Swedish Consumer Agency's (Sw. Konsumentverket) website.
Please note that by placing an order and accepting the Terms, you have provided your express consent that the delivery service will commence as soon as the Partner has confirmed your order and that you have agreed that you have forfeited your right of withdrawal once the service has been completed.
5.4 Exercising your withdrawal rights
If you wish to exercise your right to withdraw from a purchase of a Product from a Shop, you must contact the relevant Shop within the Cooling-Off Period and the Shop Partner will then provide information on how to return your Product. The Partners contact details can be found on the Shop page on the Platform and in your receipt for the purchase. For return of Products from Restaurants, please notify foodora that you wish to exercise your right of withdrawal.
You can find a form for exercising the right of withdrawal here (available in Swedish only). Information about the company from which you bought the product (i.e. foodora or the Partner) is stated in the receipt.
Please note that your right to withdraw does not apply if the order is returned to the Partner due to failure to deliver the order, unless you have notified us of your wish to exercise the right of withdrawal in advance of the attempted delivery. Upon failure to deliver, the order will be cancelled and we reserve the right to charge you for the costs in accordance with section 2.3 above.
5.5 Returns when exercising your withdrawal rights
Returns of Products sold by a Shop shall be made directly to the relevant Shop and unless otherwise specified by the Shop Partner.
When exercising your withdrawal rights, the Product must be returned within 14 days of submitting the withdrawal notice. For information about Shop location and opening hours, or return address, we refer to the information provided by the Shop or on your receipt. If you choose to send the Product to the Shop, you are solely responsible for any return freight costs unless otherwise stated by the Shop and remain responsible for the condition of the Product from the time of receipt of the Product.
Products should be returned appropriately packaged, in good condition and, if applicable, in the original packaging. Please ensure an appropriate mean for the return and use packaging that adequately protects the Product from transport damage suitable for the means of the return freight. All accessories related to the Product and the parts included in the package must be returned with the Product, including any original packaging and labels. If you have used or negligently handled or packaged the Product, or otherwise handled the Product beyond what is required to determine the nature, characteristics or functionality of the Product, you are responsible for compensating for any impairment of the returned Products (up to the full price of the Products).
5.6 Refunds for returns
Upon approval of your return by the Shop, refund will be made by using the same payment method as you used when paying for the order, unless otherwise expressly agreed. The Partner will also be entitled to (as and if applicable) reduce the refund amount by an amount equal to the decrease in value of the Product that may have resulted in the Product being handled to a greater extent than required to determine its properties or function.
Please note that for orders from Shops, the Partner is responsible for handling and approving returns in its capacity as seller.
foodora does not refund its own fees for delivery or other services, Vouchers or other promotions or any costs relating to minimum order value in relation to returns made to Shops as these fees are charged directly by foodora in accordance with these terms and not by the Shop as seller.
6. Customer service
Should you have any questions regarding the Platform, Products, ordering or our services, please contact our customer service. You can access our Help Center through the Platform. Alternatively, you can contact us by email at [email protected]. For up-to-date information on customer service opening hours, please see our website.
For complaints in respect of Services or bookings made for Services, please contact the relevant Partner directly or reach out to [email protected] in order for us to forward you to the relevant Partner.
7. foodora's right to terminate its services
foodora reserves the right to deregister or suspend the customer's use of the Platform, and to suspend any ongoing or pre-ordered orders or otherwise terminate its services with immediate effect for customers who violate these Terms, abuses foodora's services, or otherwise causes harm or inconvenience to foodora, foodora's Partners or foodora's customers through the use of the Platform and foodora's services, or if foodora has reasonable grounds to believe that the Platform and the services are being misused, foodora suspects repeated false orders or complaints or if it otherwise there is reason to suspect that the order is not correct or authentic. Such termination may be effected immediately with the customer being notified of the termination by email. In the event of termination, foodora will reimburse applicable amounts in respect of uncompleted orders (if any) as reduced by the costs of foodora or the Partner incurred as a result thereof.
- foodora may transfer its rights and obligations under the Terms to a third party, provided that the acquiring third party can be expected to fulfill its obligations under the Terms in a, from the customer’s perspective, satisfactory manner.
The Customer may not transfer its rights and obligations under the Terms to any third party.
- foodora has the right to demand compensation from you for possible damages that foodora suffers because of your breach of the Terms.
In addition to what is otherwise stated in the Terms, and unless otherwise provided by mandatory law, the following applies regarding foodora's liability to you as a Customer:
- Except as set out in the Terms, foodora makes no warranties regarding any content, raw materials, ingredients or other information or services relating to the Products and/or services or other supply provided by or through foodora on the Platform. Furthermore, foodora does not make any warranties regarding the function, availability, usability or security of the Platform or its services.
- foodora is not responsible for the suitability of the Products for the specific purpose you intend to use them other than as set out in the Terms or in the description of the Products on the Platform.
- foodora is not responsible for unauthorized access to, or modification of, information that you submit to foodora, or material or information that you receive. Furthermore, foodora is not responsible for criminal acts committed using foodora's services such as threats or slander, or for any obscenity or disruptive, abusive, inappropriate or illegal content or behavior by any user.
- foodora is not responsible for any direct or indirect damage caused by your use of the Platform, the services or by information from foodora. However, this does not apply if foodora caused you any harm intentionally or through gross negligence.
- foodora reserves the right to suspend or cancel its services and/or the delivery of one or more Products or services if the Customer has entered insufficient or incorrect information when registering the account, if foodora’s Partner is unable to complete the order, or in case of force majeure events such as pandemics, including but not limited to Covid-19, natural disasters, war, acts of terrorism, political unrest, strike, lockout, blockades or any other labor disturbance, fire, accident or other circumstances beyond foodora’s reasonable control, or any other circumstances that substantially impedes or impairs the conditions for a delivery to be fulfilled. foodora undertakes to notify the Customer as soon as possible of whether a delivery may be delayed, or not delivered at all (in the event of no delivery, the full amount of the order will be refunded).
9. Applicable law and disputes
Disputes concerning the interpretation or application of these Terms shall be interpreted in accordance with Swedish law.
In case of any dispute between foodora and the customer, the parties shall as a first step strive to resolve the dispute by agreement. If the parties cannot agree, the dispute shall be determined by the National Board for Consumer Disputes (Sw. Allmänna reklamationsnämnden or ARN) and finally determined by a general court.
If you are a customer resident in the EU, you also have the right to use the European Online Dispute Resolution (ODR) platform provided by the European Commission to resolve any dispute. The ODR platform is available here