Merchant Terms

Platra provides a technical platform for restaurant ordering, restaurant websites, menus, payments, loyalty, cashback, CRM, and customer communication tools. The restaurant remains the independent food business responsible for its products, operations, staff, customers, and legal compliance.

Unless separately agreed in writing, Platra is not the seller, producer, handler, or deliverer of food. The contract for food, beverages, pickup, delivery, and restaurant service is between the restaurant and the customer.

Platra currently creates restaurant accounts manually after contact with the restaurant. The restaurant user receives an activation/setup link to set a password and access the platform for the first time.

The restaurant is solely responsible for keeping accurate and lawful information in Platra, including:

• Menus, item names, descriptions, images, prices, VAT rates, discounts, and availability.
• Opening hours, temporary closures, preparation times, delivery zones, pickup options, and fees.
• Food quality, hygiene, packaging, food safety, allergens, ingredients, nutrition and dietary claims.
• Order preparation, order accuracy, pickup handover, delivery handling, customer service, complaints, and refunds.
• Compliance with Swedish food law, consumer law, tax/VAT rules, employment law, GDPR, and all applicable Swedish/EU requirements.

• The restaurant must monitor incoming orders and accept, reject, prepare, and complete orders promptly.
• The restaurant must not mark orders as complete, delivered, or ready unless that status is accurate.
• If an item is unavailable, the restaurant must update the menu or contact/support the customer promptly.
• Delivery and pickup promises shown to customers must be realistic and honoured as far as reasonably possible.
• The restaurant must provide appropriate support for wrong, missing, delayed, unsafe, or unsatisfactory orders.

Restaurants may access customer data only for customers who ordered from their own restaurant or otherwise interacted with their restaurant through Platra.

• Customer data may only be used for order handling, delivery/pickup, receipts, support, refunds, loyalty/cashback, and CRM features inside Platra.
• Restaurants must not share, sell, rent, export, scrape, copy, or misuse customer personal data.
• Restaurants must not contact Platra customers outside the reasonable context of their order or Platra-enabled loyalty/CRM features.
• Restaurants must not use customer data from one restaurant, branch, or brand for another restaurant unless Platra explicitly supports and authorizes that structure.
• Restaurants must not attempt to access customers, orders, analytics, or business data belonging to another restaurant.

Restaurants must comply with the EU General Data Protection Regulation (GDPR), Swedish data protection law, and the Platra Privacy Policy when using customer data.

• Only authorized staff may access the restaurant account.
• Login credentials, staff accounts, kitchen access codes, and devices must be protected.
• Access must be removed promptly when staff no longer need it.
• Suspected unauthorized access, data misuse, or security incidents must be reported to Platra without undue delay.
• Restaurants must cooperate with Platra on GDPR requests, data correction, deletion, restriction, objections, and security investigations.

For details about Platra processing, retention, subprocessors, cookies, and customer rights, see the Privacy Policy.

• Payment processing may be provided through Stripe or another payment provider supported by Platra.
• The restaurant is responsible for its own tax, VAT, bookkeeping, receipts, accounting, and reporting obligations.
• Platform fees, commissions, payout timing, payment-provider fees, and subscription terms may be set in separate commercial terms or dashboard settings.
• The restaurant must cooperate with refunds, chargebacks, failed payments, fraud checks, and customer complaints.
• If a refund is caused by wrong, missing, unsafe, unavailable, or poorly fulfilled food/service, Platra may deduct or offset the relevant amount where permitted by the commercial arrangement.

The restaurant must not:

• Upload misleading, unlawful, offensive, infringing, or unsafe content.
• Use Platra to send spam, unlawful marketing, or messages without an appropriate legal basis.
• Interfere with, scrape, reverse engineer, overload, bypass, or attack the platform.
• Misrepresent prices, discounts, availability, ratings, reviews, delivery promises, or business identity.
• Use Platra to violate Swedish/EU law or a third party's rights.

Platra may suspend, restrict, or remove restaurant access if the restaurant misuses the platform, misuses customer data, creates security risk, breaches these terms, fails to comply with law, fails to pay agreed fees, or harms customers, Platra, or other restaurants.

Platra may also remove unlawful, misleading, unsafe, or infringing content and may limit data export/access if needed to protect customers, comply with law, or prevent misuse.

Platra may update these Merchant Terms when the platform, law, commercial model, or security/privacy requirements change. If a change is material, Platra may require restaurant users to accept the updated version before continuing to use the platform.

These Merchant Terms are governed by Swedish law. Disputes are handled by competent Swedish courts unless mandatory law requires another forum.

Questions about these Merchant Terms, restaurant account access, customer data, privacy, security, or platform rules can be sent to system@platra.se.