General conditions for use of the products and services provided by foodora Norway AS.
Please read the general terms and conditions below before registering or ordering foodora goods and services. By registering or ordering goods and services from foodora, you agree to the terms and conditions.
These general terms and conditions (the "Terms") apply between you as a customer (the "customer", "you") and Foodora Norway AS, Reg. No. 996 691 349, address Waldemar Thranes gate 98, 0175 Oslo ("foodora"), when ordering food, drinks and other products (together the "Products") provided on www.foodora.no or foodora's downloadable mobile application (together the "Platform"). By registering a user account with foodora or by using the Platform and/or Service (as defined below) you confirm that you have read and agree to the Terms. By using the Platform, you can order Products from the restaurants and stores that are available on the Platform from time to time ("foodora Partners", "Partners"). By ordering a Product on the Platform, you enter into an agreement directly with the relevant foodora Partner and, if applicable, agree to that Partner's terms of sale.
The Terms constitute the entire agreement between the parties of all matters related to the services provided by foodora.
If you have any questions regarding the Terms you may always contact our customer service.
1. About the services
foodora operates the Platform where you can purchase Products from foodora's Partners. The Products are transported and delivered to the delivery address you specified when ordering. Transport is supplied by foodora (in such cases referred to as the "Service") or by foodora's Partners, unless you choose to pick up the Product at the Partner’s location ("Pick-Up").
At the time of your order you pay for the Product, including any transportation, directly to foodora, and foodora administers the payment to the Partner. You do not pay anything to the courier which delivers the Product to you.
1.2 Products offered
To ensure the delivery time and quality of the Product, you can only order Products from Partners with a business location near the delivery address you specify. The range and availability of foodora's Partners and Products varies from time to time and the customer is referred to the Platform for up-to-date information on this.
1.3 Order and delivery
All orders are made on the Platform by selecting the Product(s) you wish to purchase. You must then choose if you want your order delivered as soon as possible, pick up the Product yourself (Pick-Up) or if you want to place a pre-order. A pre-order can be made a maximum of three (3) days in advance. Please note that foodora never accepts orders for Products by e-mail or by live chat. Each completed order is confirmed by e-mail and the estimated delivery time is shown on the Platform. We and our Partners make the explicit reservation that a Product may be out of stock at the time of placing the order, in which case the order may be cancelled, in whole or in part, and you will be refunded accordingly.
The risk of the Product passes to you when it is delivered at the agreed location. Neither foodora's Partners nor foodora is liable for any damage to Products that occurs after the delivery. You are responsible for collecting the Product at the delivery address agreed upon; Payments made will not be refunded by foodora's Partners or foodora if you fail to collect or receive the Product at the agreed location.
1.4 Conditions for delivery
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. Delivery will be made immediately upon completion of the order by foodora's Partner, and you acknowledge that the delivery service is non-refundable and that you forfeit any statutory rights of withdrawal in relation to the delivery service.
You must be present at the relevant delivery location or street address, unless you have confirmed when placing the order that the order is to be delivered by the door (contactless delivery). If you are not available to receive the order upon delivery, foodora or the Partner may deliver the Products by the door to the extent no restrictions apply, e.g. the order contains Products for which customer identification is required, in which case you will be deemed to have agreed that the delivery may be made by 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 customer identification is required and/or for which age restrictions apply) the person receiving the goods can not identify themselves, is not of legal age, and/or intoxication or bootlegging is suspected, the delivery and the order may be cancelled. foodora charges a fee of 200 NOK (or, if less, the full order value) to cover for any costs and expenses related to the return of the goods. You may additionally be charged up to the full order value to cover for delivery fees and other costs of foodora and/or foodora's Partners due to the failure to deliver the order (including but not limited to loss caused in the form of unsaleable goods).
For orders which include Products for which customer identification 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 when collecting the order and, to the extent applicable, that you are of legal age and do not show any signs of intoxication or otherwise indicate that restrictions may apply to collect the order.
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 and/or any other costs of foodora or the Partner in relation to the order.
1.5 Food ingredients and quality
For meals marketed by Partner restaurants, foodora presents the list of ingredients provided by each Partner. However, we cannot guarantee that any such list of ingredients is accurate/or up to date at all times. Thus, for information about e.g. allergens, ingredients or the origin of a raw material, we kindly ask the customer to contact the relevant foodora Partner.
Meals marketed on the Platform are prepared and packaged by foodora's Partner-restaurants in kitchens approved by the Norwegian Food Safety Authority (No. Mattilsynet). Once the meal is prepared, the meal is packaged by the restaurant and, unless you have selected Pick-Up, transported to you by appropriate means of transportation (if foodora's courier handles the delivery it will be carried out with insulated bags). foodora/the foodora personnel does not handle or interfere with the preparation of meals or any ingredients contained therein. Meals from foodora's Partner-restaurants are, unless explicitly stated otherwise, intended to be consumed immediately upon delivery, and foodora and the foodora Partner-restaurant are not responsible for the quality of the meal if consumed later.
If the Product consists of pre-packaged food, it is important that you carefully read the list of ingredients set forth on the packaging before consuming, especially if you are allergic to a particular food or substance. Please note that foodora does not guarantee that the lists of ingredients presented on the Platform are correct or up to date. If you have any questions regarding ingredients in any food marketed through the Platform, please contact the relevant foodora Partner.
2. How much does it cost and how do I pay?
The prices for each Product and for the delivery service are shown on the Platform. foodora reserves the right to change prices and/or the content of the Platform and/or the Service. In the event of significant changes to the Service 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.
If a minimum order value is applied by a foodora Partner, you as a customer must pay the margin between the price of the Product or Products (the "order value") and the applicable minimum, if the Order value is lower than the minimum order value. These costs will not be refunded in the event of a complaint or return.
In addition, foodora charges a fee of NOK 5 per order which goes into providing a better app and care experience.
2.2 Price offers and gift cards
foodora may from time to time offer introductory prices or "trial offers" and other campaign offerings (collectively "Campaign"). Each Campaign offering is only valid once per each registered user, unless specifically stated otherwise in the Campaign terms and conditions. foodora reserves the right to terminate any Campaign offering at any time without prior notice to the customer.
Gift vouchers (vouchers with a specific face value) issued by foodora can be redeemed to pay for any Products and services made available on the Platform, unless otherwise stated on the gift card or any specific gift card terms and conditions. The gift card cannot be redeemed for cash. The gift card is consumed when redeemed, regardless of whether the entire gift card amount was used or not. Once the applicable gift card validity period is expired, the gift card cannot be used as for payment on the Platform, cannot be reactivated and any remaining unused value cannot be refunded.
Unless otherwise expressly agreed, payment for any Product orders shall be made at the time of ordering by bank card or by direct payment, or by any other payment methods offered on the Platform from time to time.
3. Your commitment as a customer at foodora
By accepting the Terms, you verify that you are at least 18 years old and that you may accept these Terms with binding effect. You are responsible for ensuring that the information you provide when registering your user account with foodora 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.
You may not use any foodora trademarks or brands beyond what is required to use the Platform or the Service.
4. Personal data processing and data protection
5. Complaints, feedback and cancellation rights
5.1 Complaints and feedback
We want you to be happy! If your meal or any other Product delivered to you is not to your satisfaction, please contact us immediately through our Help Center or by using the contact information provided on foodora's website. Once we receive your complaint, we will as soon as possible investigate the matter and attempt to find a solution in accordance with the applicable consumer protection legislation. foodora reserves the right to determine what is considered an appropriate solution in each situation.
You may change your mind for any or no reason and receive a full refund of all monies paid within 14 days starting from the day you received the Product ("Cooling-Off Period"). However, this does not apply to any purchase of meals, groceries or other goods with a short shelf life or which, due to their nature, cannot be returned or which can quickly deteriorate or become too old or 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 the Product remaining in unaltered condition, with original packaging, and provided that no seal is broken. You can read more about your right of withdrawal and what products and services are exempted from the said right on the website of the Norwegian Consumer Council (No. Forbrukerrådet).
5.3 Exercising your withdrawal rights
If you wish to exercise your right to withdraw from a purchase of Products for which Cooling-Off Period applies in accordance with 5.2 above, you must, within the Cooling-Off Period, notify foodora's Partner or foodora that you wish to exercise your cancellation rights. Notice of exercising your cancellation rights can be sent to [email protected] or to the address provided by foodora's customer service.
You must include your name, address and other relevant information, e.g. order number, invoice number and name of the relevant Product in your notification. You can also use the standard form to exercise your withdrawal rights provided by the Consumer Council and made available here. Remember that the form shall be sent to foodora's Partner or foodora and not to the Consumer Council.
5.4 Returns when exercising your withdrawal rights
When exercising your cancellation rights, you are solely responsible for any return freight costs. Moreover, you are responsible for the condition of the Product from your collection of the Product and during the return freight. The Product must be returned within 14 days from your submission of the withdrawal notice. Returns should be made to the relevant Partners point of sale. Address details can be found on the order confirmation or provided by foodora's customer service. Products should be returned appropriately packaged, in good condition and, if applicable, in the original packaging.
Please note that our Partners, as the sellers, may require that the return is made to the specific store from which the Product was delivered.
If your return is approved by the Partner, foodora's Partner or foodora will promptly refund the amount attributable to the returned Product, no later than 30 days from their/our receipt of the returned Product. Refunds will be made by the same payment method that you used to pay for the Product, unless otherwise agreed, or should foodora or the Partner be prevented from using such payment method for any reason. Further, if your refund request is approved, foodora's Partner, or foodora on behalf of the Partner, has the right to reduce the refund amount by an amount equal to the Product value depreciation that may result from your use or handling of the Product beyond what is required to assess its characteristics or function.
foodora does not refund fees for delivery or other service charges, discount codes or any costs relating to minimum order value.
6. Customer service
foodora provides support through our customer service. You can access our Support Center through the Platform. Alternatively, you can contact us by e-mail [email protected] For up-to-date information on customer service opening hours, please see our website.
7. foodora's right to terminate use of the Platform and the Service
foodora reserves the right to terminate the Service or to suspend the use of the Platform for customers who violate these Terms. Such termination takes place immediately and the customer is notified by e-mail.
● 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.
● You are liable to compensate foodora for any direct and indirect damage 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, information, raw materials, ingredients, services or anything 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 the Service.
● 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 Service 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 cancel a delivery of one or more Products 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 Corona, natural disasters, wars, 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 alternatively, if the delivery may fail completely.
● For donation payments processed on the Websites through the ShareTheMeal programme, the World Food Programme will be the end beneficiary.
9. Dispute resolution
Disputes concerning the interpretation or application of these Terms shall be interpreted in accordance with Norwegian 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.