Restaurant terms

These terms are between your business and Zaymo, a trading name of StackWrx Ltd, company number 17108167, 19 Well Street E9 7QX ("we", "us"). They apply when you use Zaymo for deliveries, or for your own ordering website. You agree to them when you sign up, and again whenever we change them.

1. No contract tie-in

• No minimum term, no monthly fee and no joining fee. You can stop at any time (section 12).

2. Joining

• You sign up online. We check your details before you can book riders; until then your account is "pending".
• Your standard delivery area is 2 miles by road. You can choose 1.5 or 3 miles.

3. How deliveries work: riders and Zaymo

• Deliveries are made by independent, self-employed riders. When you book a delivery, the rider who accepts it provides the delivery service to you.
• Zaymo acts as the riders' agent. We connect you with a rider, run the booking, tracking and proof of delivery, and collect each rider's delivery fee from you on their behalf, then pay it to them.
• Zaymo's own charge is the service fee. It covers connecting you with riders, the dashboard, tracking, proof photos, support and our delivery guarantee (section 8).

4. What you pay

Deliveries are priced by distance by road from your restaurant to the customer. You see the price before you book.

Distance by road	Rider's delivery fee	Zaymo service fee	Total per delivery
Up to 1.5 miles	£4.00	£1.50	£5.50
1.5 to 2 miles	£4.50	£1.50	£6.00
2 to 3 miles	£5.00	£1.50	£6.50

• Two orders on one run: the nearer one is delivered first. The second is priced on the extra distance from the first drop (its delivery fee less £1.00, its service fee less 50p), and never less than £4.00 in total (£3.00 delivery fee + £1.00 service fee).
• Orders on your own ordering website (customers pay you directly, into your own Stripe account):

	Customer pays	Zaymo fee, taken automatically from each payment
Delivery order	£2.99 delivery fee, to you	£1.99 (you keep £1.00 of the delivery fee), plus the delivery charges above
Collection order	Nothing extra	75p

You can choose to absorb the customer's delivery fee (for example, "free delivery"). Your own card-processing fees (charged by Stripe) are separate.

• Price changes: we'll tell you at least 30 days before any price goes up.

5. Paying us, weekly

• Every Monday we send you a statement for the previous week (Monday to Sunday): the riders' delivery fees we collected on their behalf, listed by order number, and Zaymo's service fees, less any approved claims.
• It's paid by Direct Debit, collected a few working days later. You set it up once, from your dashboard, and you get an email before each collection.
• If a collection fails, we'll tell you, and you can pay that statement by bank transfer instead. If it's still unpaid 14 days after the statement, we may pause new bookings until it's paid.
• VAT: our prices don't include VAT. We aren't VAT-registered yet. If we register, we'll add VAT to Zaymo's service fees at the standard rate and tell you at least 30 days before. Riders' delivery fees only carry VAT if that rider is VAT-registered; your statement will say so.

6. Cancelling, late riders, and deliveries that can't be made

• Cancelling: free if it's 30 minutes or more before the collection time and no rider has accepted, or if we've told you we couldn't find a rider. Otherwise £3.50; if the rider was already at your restaurant or on their way, £2.50 of that goes to them. You can't cancel once the rider has collected the order.
• No rider found: if nobody has taken a delivery 45 minutes after the food was ready, we stop looking and cancel it, free of charge.
• Late riders: if a rider is running late, we show you the time they need to arrive by. If they haven't arrived 15 minutes after that, we find you another rider at no extra cost.
• Can't deliver: if the customer doesn't answer, the address can't be found, the customer refuses the order, or it isn't safe, the rider can mark the delivery "can't deliver". For no answer or a wrong address, they must first photograph the door, try to reach the customer and wait 5 minutes. The delivery is still charged, because the rider made the trip, and the food isn't brought back to you. Your dashboard and the customer's tracking page show what happened, and the customer is told to contact you.

7. Sealing orders

• You must seal every delivery bag with a tamper-evident sticker. We can supply them.
• The rider photographs the bag when they collect it and again at the customer's door.

8. Problems with orders, and our delivery guarantee

• Your customer's contract is with you, so customers raise problems with you, and you decide whether to refund them. Who then pays depends on the photos:

What the photos show	Who covers it
No tamper sticker when the rider collected it	You, whatever the problem
Sealed at collection and still intact at the door (e.g. an item missing)	You (packing)
Sealed at collection but torn, opened or damaged at the door	Zaymo, under our guarantee
Customer says it never arrived, but their PIN was entered	Nobody: the PIN confirms handover
Never arrived and no PIN, or the rider marked "can't deliver" without really trying	Zaymo, under our guarantee

• To claim, tell us in the dashboard within 48 hours of the delivery. We review the photos and credit the food cost (up to £50 per order) on your next weekly statement. Riders are never charged for it.

9. Your website and ordering page

• We build and host your ordering website as part of the service. It's live straight away at your free Zaymo address (for example, yourname.zaymo.co.uk).
• Your own domain stays yours. If you use your own domain (for example, order.yourrestaurant.co.uk), you keep it in your name and can point it elsewhere at any time. We'll never register your brand's domain in our name. If you ask, we'll help you set it up.
• You set your own opening hours, menu, prices and photos, and can stop taking orders at any time. The site only takes orders while you're open.
• Refunds: you can cancel and refund an order before the rider collects it, or refund all or part of an order afterwards, from your dashboard. If you refund an order before it's been delivered or collected, our fee is refunded too; otherwise it isn't.
• Allergens: you're responsible for telling us, for every dish, which of the 14 major allergens it contains, keeping that up to date, and making sure allergen information reaches the customer with the order (for example, on the packaging or receipt), as food law requires. We show what you tell us to customers before they order.
• The site's design, template and code belong to Zaymo and are licensed to you while you use the service.

10. Your customers' data

• You're the controller of your customers' details; Zaymo is your processor. We use them only to take orders, deliver them, send tracking links and take payment for you, and never for marketing.
• We keep them secure and confidential, and make sure our staff do too.
• We use these sub-processors: Stripe (payments), Hetzner (hosting), Cloudflare (security and delivery of the website), Google Firebase (rider sign-in and notifications) and our email provider (tracking-link emails). We'll tell you before adding others.
• We'll help you answer requests from your customers about their data, tell you without undue delay if their data is affected by a breach, and give you the information you need to show you're meeting the law.
• When you leave, we'll give you a copy of your customer list and order history if you ask (as a CSV file), then delete it, keeping only what the law requires us to keep (for example, for tax).

11. Responsibility

• We're responsible for running Zaymo with reasonable care and skill.
• We're not responsible for indirect losses or lost profits, or for problems caused by things outside our reasonable control (for example, internet or payment-provider outages, or extreme weather).
• Apart from our delivery guarantee (section 8), our total liability to you in any 3 months is limited to the Zaymo service fees you paid in those 3 months.
• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited.

12. Changes and ending

• Changes: we'll tell you about changes to these terms at least 30 days before they apply (sooner only if the law requires). The dashboard asks you to accept new terms; if you don't agree, you can stop using Zaymo.
• You can stop at any time. Give us notice and we'll close your site 14 days later, or sooner if you ask. Orders already in progress are completed or refunded first.
• We can end or pause your account with 14 days' notice, or straight away for non-payment (section 5), fraud, or treating riders or customers abusively.
• These terms are governed by the law of England and Wales.