1. About these terms
These terms are a contract between [Orderhatch trading entity], a company registered in England and Wales with company number [company number] and registered office at [registered address] ("Orderhatch", "we", "us"), and the business that opens an Orderhatch account ("you", "the Shop").
Orderhatch is for businesses. By creating an account you confirm that you are acting for a business, that you are at least 18, and that you are allowed to agree to these terms on its behalf. Consumer protection rules that apply to individuals buying for personal use do not apply to this contract.
These terms, the Data Processing Agreement and any written quote we give you for setup work are the whole agreement between us. Our Privacy Policy explains how we handle your own personal data. You can contact us at [contact email].
2. What Orderhatch does
Orderhatch is software that lets you take click and collect orders online. It gives each of your stores an ordering page, a menu editor, collection slots, an order screen for your kitchen, order emails and texts to you and your customers, sales figures, and a download of your customer data.
Orderhatch is a software provider. We are not a marketplace, we do not sell food, we do not deliver, and we never hold the money your customers pay you.
3. Your account and your team
- Give us accurate details about your business and keep them up to date.
- Keep your sign-in details safe. Tell us straight away if you think someone else has used your account.
- You can add staff to your stores. You are responsible for what they do in Orderhatch, for removing them when they leave, and for making sure they only use customer details to deal with orders.
- Everyone who signs in, including staff, is asked to accept these terms and the Data Processing Agreement.
4. The subscription and the founding rate
Orderhatch costs £30 a month for each live store. A store is live once it is taking orders. A store you are still setting up is not charged. [VAT position to confirm]
There is no commission on your orders, and Orderhatch charges your customers nothing. Your payment provider, Stripe, charges its own card fees on payments you take. Those fees are between you and Stripe.
Founding rate. If you join while we are offering the founding rate, you keep £30 a month per live store for as long as your subscription continues. If you cancel and come back later, the price at that time applies.
Price changes. Apart from the founding rate, we may change our prices. We will give you at least 30 days' notice by email, and you can cancel before the new price starts.
Setup service. We can set up your menu and page for you for a one-off fee, normally between £150 and £300. We always quote first, and you only pay if you accept the quote in writing. The setup service is optional and separate from the subscription.
5. Paying by Direct Debit
The subscription is paid monthly in advance by Bacs Direct Debit, collected through Stripe on our behalf. When you set up the Direct Debit you will see the mandate and the Direct Debit Guarantee, which protects you if a payment is taken in error.
When you add or remove a live store part-way through a month, your next bill is adjusted to match the number of live stores. We will tell you the amount and date before each collection where the Direct Debit scheme requires it.
If a payment fails, we will tell you and try again. If it is still unpaid 14 days after the due date, we may pause your ordering pages until it is paid.
6. Cancelling
There is no minimum term. You can cancel any month from your dashboard (Settings, then Billing) or by emailing [contact email]. Cancelling stops future payments. Your ordering pages keep working until the end of the month you have paid for, then stop taking orders. We do not refund part months.
After your subscription ends you have 30 days to download your customer data. After that we delete your customers' names, email addresses and phone numbers, and keep only anonymous order totals you may need for your accounts. The Data Processing Agreement has the detail.
7. Your customers pay you, not us
To take orders you connect your own Stripe account. Customers pay you directly into that account. You are the seller and the merchant of record, and your business name appears on your customers' card statements.
- Your Stripe account is governed by your own agreement with Stripe. Orderhatch is not a party to it.
- Orderhatch takes no fee from your payments and never receives or holds your customers' money or card details.
- Orderhatch is not a party to any sale between you and your customers. Each order is a contract between you and that customer.
- Refunds come out of your Stripe account. Chargebacks, disputes and Stripe fees are yours to deal with.
8. Your responsibilities as the seller
Because you are the seller, you are responsible for the food and for how you sell it. In particular:
- Food safety. You are registered as a food business with your local authority, and you meet food hygiene and safety law.
- Allergens. The allergen information on your menu is accurate, complete and kept up to date, including when recipes or suppliers change, and you give customers the same information when they collect. Orderhatch requires allergen information before a store can go live, but we do not check whether it is correct.
- Prices and offers. You set your prices, any online price difference, and your offers. They must be accurate and lawful, and offers must be genuine. Orderhatch shows any online price difference in the menu prices so customers pay the price they see.
- Refunds. You write your own refund policy, publish it on your ordering page and honour it, alongside your customers' legal rights.
- Consumer law. You meet the law that applies to selling to consumers, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024.
- Restricted products. You only sell age-restricted products, such as alcohol, if you hold any licence needed and check age when the order is collected.
- Orders. You keep your opening hours and collection slots accurate, accept or refund orders promptly, and have the food ready at the time you offered.
- Your customers' privacy. You are the controller of your customers' personal data. You give your customers a privacy notice that explains you use Orderhatch to take orders.
9. Your content
You own your menu, photos, logo and other content. You give us permission to store, adapt (for example, resize photos) and display it so we can run your ordering pages and the service. You confirm you have the right to use everything you upload.
We may remove content that breaks these terms or the law, and we will tell you when we do.
10. Acceptable use
You must not use Orderhatch to:
- sell anything illegal, or anything other than food, drink and closely related items from your own premises;
- publish content that is misleading, offensive or infringes anyone else's rights;
- send customers marketing they have not agreed to;
- place fake orders, hold collection slots you do not intend to use, or interfere with another shop;
- try to get around security, access data that is not yours, or overload the service;
- copy, resell or reverse engineer the software, except where the law allows.
11. Availability and support
We work hard to keep Orderhatch running at all times, and especially during evening service. We cannot promise it will never be interrupted, and we may need short maintenance windows. We will plan maintenance outside busy hours where we can and tell you in advance where possible.
Order alerts depend on things outside our control, including your device, its sound and internet connection, and email and text networks. Keep the order screen open and audible during opening hours. If an order is not accepted in time, Orderhatch sends you a second alert and lets our team know so we can try to reach you, but this is a back-up, not a guarantee.
Support is by email at [contact email]. [support hours and response times to confirm]
We may improve and change Orderhatch over time. We will not remove a feature you rely on without giving you reasonable notice.
12. Data protection
Both of us will comply with UK data protection law, including the UK GDPR and the Data Protection Act 2018.
- For your customers' personal data, you are the controller and Orderhatch is your processor. The Data Processing Agreement forms part of these terms and sets out how we handle it.
- For your own account details, and those of your staff, Orderhatch is the controller. The Privacy Policy explains how we use them.
13. Confidentiality
Each of us will keep the other's confidential information private and only use it for this agreement, unless the law requires otherwise. Your sales figures and customer data are your confidential information.
14. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that the law does not allow to be limited.
Subject to that:
- We are not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.
- We are not liable for losses caused by your food, your allergen or menu information, your prices and offers, your refund decisions, your Stripe account, your equipment or internet connection, or events outside our reasonable control.
- Our total liability to you in any 12-month period is limited to the subscription fees you paid us in the 12 months before the event that gave rise to the claim.
You will cover our reasonable losses and costs if a customer or authority makes a claim against us about your food, allergen information, prices, refunds or dealings with your customers, or because you broke these terms.
15. Suspension and ending the agreement
We may pause your ordering pages or account if:
- your subscription is unpaid (see section 5);
- you seriously or repeatedly break these terms;
- we reasonably believe customers are at risk, for example from unsafe food or fraud; or
- the law requires it.
We will tell you why and, where we reasonably can, give you a chance to put things right first. If the problem is not fixed, we may end the agreement. We may also end it for any reason with 30 days' notice. If we do that, we will refund any fees you have paid for the period after it ends.
When the agreement ends, your ordering pages stop taking orders. Sections 6, 7, 12, 13, 14 and 18 continue to apply, and your customer data is handled as described in section 6.
16. Changes to these terms
We may update these terms, for example when the law or the service changes. We will email you at least 30 days before an important change takes effect, and you will be asked to agree to the new version the next time you sign in. If you do not agree, you can cancel before it takes effect. Each version has a date at the top of this page.
17. Notices
We will send notices to the email address on your account. You can send notices to us at [contact email]. An email is treated as received on the next working day after it is sent.
18. General
- You may not transfer this agreement without our written agreement. We may transfer it to a business that takes over Orderhatch.
- No one else has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
- If a court decides part of these terms cannot be enforced, the rest still applies.
- If we do not enforce a right straight away, we can still enforce it later.
- These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.