Restaurangvillkor | Platra

These Merchant Terms form an agreement between Platra AB, organisation number 559587-1863, Klarinettgränd 7, 175 48 Järfälla, Sweden (“Platra”) and the restaurant or other food business identified in the merchant account (“Merchant”).

The person accepting confirms that they are authorized to bind the Merchant. These terms cover the restaurant dashboard, kitchen app, public ordering, payments, websites, menus, customer tools, subscriptions and related services enabled for the Merchant.

Platra provides technology for restaurant discovery, menus, ordering, payment flows, kitchen operations, websites, loyalty, cashback, customer relationship tools, reporting and optional AI assistance. The Merchant remains the seller of its food and restaurant-provided fulfilment.

Platra is not the producer or food business operator for the Merchant’s products and does not become the Merchant’s employer, tax adviser or legal representative.

• The Merchant must provide accurate legal name, registration, address, contact, payment, representative and restaurant information and keep it current.
• Platra may request evidence reasonably needed to verify the business, its representative, payment account, licences or regulatory compliance before publishing, paying out or continuing service.
• Only authorized people may use merchant, staff or kitchen access. The Merchant must protect credentials, PINs and devices and remove access promptly when a person no longer needs it.
• The Merchant must notify Platra without undue delay of suspected compromise, unauthorized access, data misuse or material change in authority.

The Merchant is responsible for every product and statement it publishes, including prices, VAT treatment, availability, descriptions, ingredients, allergens, dietary claims, images, promotions, opening hours, preparation time, pickup, delivery area and fees.

The Merchant must maintain required registrations and licences and comply with food safety, hygiene, consumer, pricing, marketing, accessibility, tax, accounting, employment and other laws that apply to its business.

• The Merchant must keep an authorized kitchen device connected when the restaurant is accepting orders and must monitor incoming orders.
• Order status must be truthful. The Merchant must not mark an order accepted, ready, completed or delivered before that event occurs.
• The Merchant must promptly address unavailable items, delays, incorrect or missing items, unsafe food, pickup issues and restaurant-managed delivery.
• Platra may automatically close ordering when required readiness, billing, availability or safety conditions are not met. This protects customers and does not transfer fulfilment responsibility to Platra.

The Merchant may access only customer and order data made available for its own restaurant. It may use that data only for fulfilment, receipts, support, refunds, fraud handling, legally operated loyalty/cashback and permitted customer-relationship functions.

• Do not sell, rent, scrape, disclose or repurpose customer data.
• Do not contact customers outside the order relationship or a lawfully enabled communication purpose.
• Do not export or combine Platra data with another branch, brand or system unless Platra supports it and the Merchant has a lawful basis.
• Cooperate with access, correction, deletion, restriction, objection, portability, complaint and security requests.

The parties’ privacy roles depend on the processing. The Merchant is independently responsible for the purposes it determines for its food business and customer relationship; where Platra processes solely on documented instructions, applicable data-processing terms also apply.

Platra can access account, menu, order, payment-status, fulfilment, support, security, usage and settlement data generated through the platform to operate, secure, support and improve the service, comply with law and handle claims. Access is role-controlled and does not give one Merchant access to another Merchant’s identifiable data.

The Merchant can access the restaurant’s own data through the dashboard, reports and other enabled product functions, including its menus, users, orders, customer details needed for the permitted purposes above, operational analytics, billing and settlement information. Access can depend on role, plan, retention, account status and legal restrictions.

Platra may create aggregated or de-identified service statistics and insights across the platform. Merchants receive only aggregated or de-identified ecosystem comparisons when an enabled feature expressly provides them; they do not receive another Merchant’s identifiable customer, commercial or operational data.

Data is shared with service providers and other third parties only as described in the Privacy Policy, for fulfilment authorized by the Merchant or customer, or as required by law. Essential processing cannot be opted out of while using the affected service. Optional features can be disabled where the product provides that control; otherwise the Merchant may stop using the feature or terminate subject to these terms. The Merchant should export available data before termination because post-termination access is not guaranteed beyond mandatory law and stated retention duties.

Enabled payment processing is provided through Stripe. The Merchant must complete required payment-provider onboarding and keep its account eligible. Provider holds, disputes, reserves or verification requirements may affect payment and payout timing.

Subscription price, trial, included features, transaction/platform fees and billing interval are those shown in the accepted commercial offer or dashboard. Unless expressly stated otherwise, prices charged by Platra to the Merchant exclude VAT. Non-payment may restrict paid features after applicable notices or grace periods.

The Merchant remains responsible for its taxes, VAT classification, bookkeeping, receipts, declarations and reconciliation. Platra reports what its system records but does not provide tax or accounting advice.

The Merchant must cooperate with justified refunds and chargebacks. Customer refund processing and recovery from the Merchant are separate: Platra must not describe a refund as complete until the payment provider confirms it.

When a verified refund or related cost is attributable to the Merchant—for example, unavailable, missing, incorrect, unsafe or unfulfilled items—Platra may, only when the applicable recovery controls are activated, record a settlement debit and recover it from future merchant earnings or payouts.

• The debit must identify the order, amount, reason and evidence and appear in settlement reporting.
• Only the verified Merchant-responsible amount may be recovered; a negative balance alone is not proof.
• A timely, good-faith responsibility dispute pauses automatic recovery of the disputed amount while reviewed.
• Platra may correct an erroneous debit and will not charge the same obligation twice.

When enabled for the Merchant, cashback is a Merchant-funded future discount at that restaurant, not a payment by Platra to the customer. New or updated settings offer earn rates of 2%, 3%, 5%, 7% or 10%, redemption minimums of 1, 5 or 10 SEK, and eligible order types. An older minimum may remain in effect until the Merchant chooses a supported value on a later settings save. An eligible order saves its earn rate and minimum before payment; later ordinary Merchant setting changes do not reduce that order's award. Platform safety suspension and customer eligibility checks remain applicable. Earned credit becomes available only after a qualifying completed order. Each earned grant lasts 12 calendar months and is spent in earliest-expiry order.

New cashback is calculated on eligible food after discounts and promotions, less the portion of redeemed cashback credit applied to that food. Restaurant delivery and Platra service fees do not earn cashback. The configured minimum qualifying food spend is checked after promotions but before applying cashback credit. If credit covers all eligible food, the order earns no new cashback even when delivery or service fees remain payable. For example, at 5%, an order with 338 SEK eligible food and 25.35 SEK credit applied to that food earns 15.63 SEK after rounding, not 16.90 SEK on the food before redemption.

Turning off new earning does not cancel unexpired credit already issued. Customers may continue to redeem it on eligible orders while the restaurant remains available. The Merchant should account for outstanding credit as a future promotional obligation and review the cost examples before choosing a high earn rate.

When food is refunded, cashback earned from the refunded portion is proportionately reversed only from that order's unspent credit. Credit earned from other orders is not taken. If the refunded order's credit has already been spent, the shortfall is recorded transparently as a Merchant-funded promotional cost. Cashback used on the refunded portion is restored where eligible, without extending the original credit's expiry merely because an unpaid order was cancelled. Platra does not make the customer wallet negative, charge the customer separately for that shortfall or report it as recovered. This does not prevent proportionate fraud controls or lawful remedies for abuse.

The Merchant keeps ownership of its names, logos, menus, photographs, videos and other content. It grants Platra a non-exclusive, worldwide, royalty-free licence for the agreement term to host, copy, format, adapt for display and distribute that content as needed to provide, secure, promote and demonstrate the Merchant’s enabled Platra services.

The Merchant confirms it has all rights and permissions required for submitted content. Platra owns or licenses the platform software, design, documentation, brands and aggregate service know-how. No ownership transfers except as expressly stated.

Public results first depend on eligibility such as publication status, billing/service entitlement, customer-selected delivery or pickup filters, location and delivery coverage, menu availability and opening state. A customer-selected sort such as distance or rating takes priority for that view.

In the default recommended restaurant order, being open and stronger ratings have the greatest individual influence. Newness, active promotions and proximity have the next-largest influence; delivery availability, menu breadth, review volume and recent item demand have smaller effects. A small daily rotation and cuisine-diversity step prevent the first positions from remaining identical or being dominated by one cuisine.

For recommended items and deal feeds, recent demand and meaningful discounts generally have the greatest influence, followed by featured status, first-order or other active offers, popularity and rating. Menu display order resolves some otherwise similar previews. Signed-in recommendations may give strongest priority to the customer’s prior category/item interests, favourite or previously used restaurants, followed by quality/popularity and active offers.

These parameters do not guarantee placement or orders and may be adjusted to improve relevance, diversity, safety and reliability. Platra keeps this description updated when the main ranking logic materially changes.

Platra does not currently sell undisclosed higher organic ranking. If paid placement is introduced, it will be identified and its main influence explained.

AI tools may suggest menu content, support replies, growth ideas and operational insights. The Merchant must review output before relying on or publishing it. AI output may be inaccurate and cannot replace professional food-safety, allergen, tax, legal or accounting judgment. Backend records remain authoritative for access, price, order, payment and settlement decisions.

• Do not publish unlawful, deceptive, infringing, discriminatory or unsafe content or manipulate reviews, discounts, availability or identity.
• Do not spam customers or communicate without an appropriate legal basis.
• Do not bypass tenant, role, payment, security, rate-limit, device or feature controls.
• Do not scrape, overload, probe, reverse engineer or disrupt Platra except where mandatory law expressly permits.
• Do not use another restaurant’s data or present one business as another.

Platra works to provide a reliable service but does not promise uninterrupted availability. Maintenance, provider incidents, internet/device failures and events outside reasonable control may affect features. The Merchant must maintain reasonable operational fallbacks for its food business.

Platra may improve, replace or discontinue features. Material changes affecting the Merchant’s use will be communicated as required by applicable law and these terms.

Platra may restrict content, orders, payouts, features or account access where reasonably necessary for security, fraud prevention, legal compliance, customer protection, non-payment or a material breach. Where required, Platra will provide reasons and an opportunity to clarify or appeal, subject to lawful exceptions such as urgent security action, legal prohibition or repeated breach.

For a full termination initiated by Platra, we will generally provide at least 30 days’ notice and reasons where the EU Platform-to-Business Regulation requires it. The Merchant may terminate according to the applicable subscription or commercial terms. Ending access does not cancel accrued payment, refund, tax, confidentiality or legal-record obligations.

After termination, data export and retention are governed by available product functions, the Privacy Policy, legal obligations, security and third-party rights.

Each party is responsible for direct loss it causes through breach of these terms, negligence or unlawful conduct, subject to mandatory law and any separate written commercial agreement. The Merchant is responsible for claims arising from its food, listings, fulfilment, personnel, taxes, customer communications and content.

Neither party is liable for indirect or consequential loss to the extent such exclusion is lawful. Nothing excludes liability that cannot lawfully be limited, including intent, gross negligence, fraud, personal injury or mandatory data-protection responsibility where applicable.

Platra may update these terms for legal, security, product, operational or commercial reasons. For changes subject to the EU Platform-to-Business Regulation, Platra will provide the proposed text on a durable medium at least 15 days before it takes effect, and a longer period where reasonably needed for technical or commercial adaptation.

Notice may be shorter or not apply where mandatory law requires a change, an urgent security or fraud risk must be addressed, or another statutory exception applies. If required, the Merchant may terminate before the notice period ends. Material versions may require a new recorded acceptance.

Swedish law governs these terms. Disputes that cannot be resolved through good-faith discussion are decided by a competent Swedish court, unless mandatory law provides otherwise.

Questions, complaints and notices may be sent to Platra AB at support@platra.se. The Merchant should include its legal name, restaurant and the relevant order or account reference, but must never email passwords, access codes or full payment-card details.