Användarvillkor | Platra

Platra AB, organisation number 559587-1863, Klarinettgränd 7, 175 48 Järfälla, Sweden (“Platra”, “we”) provides the digital service used to find participating restaurants, view menus, place and track orders, pay, and use account features.

These terms apply to customers using the Platra website or customer app. Restaurant operators use separate Merchant Terms.

The restaurant shown for an order is the seller of the food and any restaurant-provided pickup or delivery service. The restaurant is responsible for its menu, prices, allergen information, food safety, preparation, fulfilment and customer service.

Platra supplies the ordering technology and related platform functions. Unless the checkout expressly says otherwise, Platra is not the restaurant, food producer or delivery operator.

• You may be able to order as a guest or create a customer account, depending on the feature and restaurant.
• Information you provide must be accurate enough to fulfil and support your order.
• You are responsible for protecting your login methods and for activity you knowingly authorize.
• Account features can include saved addresses, order history, favourites, saved items, reviews, recommendations, loyalty and cashback. Availability can differ between restaurants.

Results first depend on eligibility such as publication, service entitlement, the customer’s delivery or pickup choice, location and delivery coverage, menu availability and opening state. A sort selected by the customer, such as distance or rating, takes priority for that view.

In the default restaurant order, open status and stronger ratings have the greatest individual influence. Newness, active promotions and proximity follow; delivery availability, menu breadth, review volume and recent demand have smaller effects. A small daily rotation and cuisine-diversity step vary otherwise similar results. Item and deal recommendations emphasize recent demand and meaningful discounts, then featured or active offers, popularity and rating. Signed-in recommendations may give greater weight to prior category, item and restaurant interests.

Platra does not currently sell undisclosed higher organic placement. Paid placement, if introduced, will be identified and its main influence explained.

The checkout shows the selected items, applicable discounts, delivery or service fees, tax information and total before you place the order. Platra recalculates the authoritative total on the server; an outdated cart may be corrected or rejected.

Submitting checkout authorizes payment and sends the order through the platform. Payment authorization, restaurant acceptance and fulfilment are separate states. Follow the live confirmation or tracking page for the truthful current status. A payment authorization alone does not mean the restaurant has accepted the order.

Card and supported payment-method processing is performed by Stripe. Platra does not receive your full card number. Your bank or payment provider may apply its own terms.

Promotions, first-order offers, loyalty rewards and cashback are subject to the eligibility, expiry and redemption conditions shown in the service. They have no cash value unless the service expressly states otherwise, and fraudulent or reversed orders may cause related benefits to be removed.

Cashback is a restaurant-funded discount on a future eligible order at the same restaurant, not cash, a bank balance or a right to withdraw money. Only signed-in, verified customers can earn or redeem it. New or updated restaurant settings offer earn rates of 2%, 3%, 5%, 7% or 10% and redemption minimums of 1, 5 or 10 SEK. An older setting may keep a different minimum until the restaurant changes it; the applicable minimum and order-type eligibility are shown in the service.

• The qualifying earn rate and minimum are saved with your order before payment, so a later ordinary restaurant setting change does not reduce an already-placed eligible order's award. A platform safety suspension or lost eligibility may still prevent an award. Each credit earned on a completed qualifying order expires 12 calendar months after it was earned. A newer order does not extend an older credit. Eligible credit with the earliest expiry is spent first.
• New Cashback is calculated on eligible food after discounts and promotions, less any Cashback credit applied to that food. It is not earned on restaurant delivery or Platra service fees. The restaurant's minimum qualifying food spend is checked after promotions but before applying Cashback credit. If credit covers all eligible food, that order earns no new Cashback, even if a delivery or service fee remains payable.
• If the restaurant pauses new cashback, you may still use unexpired credit already earned there on eligible orders while that restaurant remains available on Platra. Pausing does not erase your balance.
• On a confirmed refund, eligible cashback used on the refunded part of an order is restored with a new 12-month validity period. Cashback earned from refunded food is reversed proportionately only from that order's own unspent credit; credit earned from other orders is not taken. Your wallet will not become negative, and we do not separately charge your card for already-spent cashback. Cancelling an unpaid order does not renew the original credit's expiry.
• Credit cannot cover the Platra service fee and cannot be used at another restaurant. The checkout shows the final eligible amount before payment.

Times shown for preparation, pickup or delivery are estimates unless expressly stated otherwise. Restaurant workload, traffic, weather, item availability and technical interruptions can affect them.

For delivery, you must provide a complete address, reachable phone number and access instructions. For pickup, monitor the order status and collect the order during the restaurant’s stated availability.

Prepared food and other goods that deteriorate or expire rapidly are generally exempt from the statutory 14-day withdrawal right. A custom or time-specific food order may also become impossible to cancel once the restaurant accepts or starts preparing it.

If the service offers a cancellation control, its availability and result are authoritative for that order. This section does not remove any mandatory consumer right that applies in your circumstances.

If food is missing, incorrect, unsafe, substantially delayed or not as described, contact the restaurant promptly and preserve relevant information such as the order number and photographs. You may also contact Platra at support@platra.se.

The restaurant remains responsible for the food and fulfilment issue. Platra may help route or document the case. When a refund is approved, its completion remains subject to the payment provider; the service will distinguish requested, processing, completed and failed states instead of claiming success early.

You keep ownership of content you submit. You grant Platra a non-exclusive, worldwide, royalty-free licence to host, reproduce, format and display it as needed to operate and improve the service.

Reviews must concern a genuine experience and must not contain unlawful, threatening, discriminatory, deceptive, privacy-invasive or infringing material. We may moderate or remove content and restrict misuse while respecting applicable law.

• Do not place fraudulent orders or abuse payments, promotions, refunds, reviews or support.
• Do not probe, scrape, overload, reverse engineer or bypass access and security controls except where law expressly permits.
• Do not use another person’s identity, payment method or account without authority.
• Do not use Platra to break the law or harm customers, restaurants, Platra or third parties.

We work to keep Platra available, but maintenance, provider outages, security incidents and events outside reasonable control may interrupt features. We may change or discontinue a feature with reasonable regard to active orders and mandatory rights.

We may restrict an account or transaction when reasonably necessary to prevent fraud, abuse, security risk or legal breach. We will not use these terms to remove rights that cannot lawfully be excluded.

Each party is responsible for loss it causes according to applicable law. The restaurant is responsible for its food and restaurant-provided fulfilment. Platra is responsible for the platform services it provides.

Nothing in these terms excludes or limits liability where that would be unlawful, including mandatory consumer protections and liability for intent, gross negligence, personal injury or fraud where applicable.

Our Privacy Policy explains what personal data Platra processes, why, retention, recipients and your rights. A restaurant may also have its own privacy responsibilities for data it receives to fulfil and manage your order.

We may update these terms for product, legal, security or operational reasons. We will give reasonable notice of material changes when required. Changes do not retroactively remove rights attached to an order already placed.

Swedish law applies, without depriving you of mandatory protections available under the law that applies to you. Disputes may be brought before a competent court.

Consumers in Sweden may ask Allmänna reklamationsnämnden (ARN) to review an eligible dispute. Contact Platra AB at support@platra.se.