Customer Terms (Orders)
Last updated: 2026-06-10
These terms apply when you place a food order through a store powered by Orderoo. They are in addition to the individual store's own terms and your statutory consumer rights.
1. Who you are buying from
Your purchase contract for the food is between you and the store you order from. Orderoo provides the ordering technology and processes the payment on the store's behalf; Orderoo is not the seller of the food and does not hold your payment.
2. Order acceptance
Placing an order is an offer to the store. The store may accept or decline it at its discretion (for example, if an item is unavailable or it is outside opening hours). Your order is confirmed only once the store accepts it.
3. Payment
Card payments are processed securely via Stripe and go to the store. For card orders the amount may be authorised when you order and captured when the store accepts; if the store declines, the authorisation is released and you are not charged. For cash-on-delivery orders, no payment is taken online — you pay the store on delivery.
4. Refunds
If the store declines or cancels a card order after it was charged, the payment is refunded in full automatically. Refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank. Refunds for completed orders are at the store's discretion and are arranged with the store.
5. Cancelling an order
Once placed, an order can be cancelled only by contacting the store (via in-app chat or phone) before preparation begins. If the store cancels or cannot fulfil a charged order, your payment is refunded as described above.
6. Right of withdrawal
Because meals and fresh food are goods liable to deteriorate or expire rapidly, the statutory right of withdrawal for distance sales under Article 3ιβ(δ) of Greek Law 2251/1994 (Article 16(d) of Directive 2011/83/EU) does not apply to orders of prepared food. This does not affect your statutory rights if a product is defective or not as described — contact the store about any problem with your order.
7. Cash orders
For cash-on-delivery orders no payment is collected until handover. If your order is declined or cancelled, you owe nothing. Refunds for completed cash orders are arranged directly with the store.
8. Complaints & contact
For anything about your order — changes, cancellations, refunds, quality or delivery — contact the store directly through the in-app chat or its phone number. For technical issues with the ordering app itself, contact Orderoo support.