GENERAL TERMS

These general terms (the “Terms”) apply between you, the customer (the “customer”, “you”, “your”) and Foodora Norway AS, organization number 996 691 349 whose office is registered at Waldemar Thranes gate 98, 0175 Oslo (“foodora”, “we”, “us”) which apply when you order food, drinks or other menu items (referred to as “Goods”) available on www.foodora.no or foodora’s mobile application (both referred to as “the Platform''). By registering an account with foodora, using the platform and/or ordering Goods from foodora and/or foodora’s Partners (as defined below), you confirm that you have read and agree to these Terms. These Terms constitute the entire agreement between you and foodora. foodora reserves the right to update these Terms from time to time, and by placing an order you agree to the terms and conditions applying at the time of ordering.

These Terms were last updated on 1 March 2023.

The Platform allows you, the customer, to order the Goods which are available at any given time on the Platform. Goods (including meals) are made or prepared by restaurants (“Restaurants”) and Goods delivered from stores (“Shops”) are offered separately on the Platform. Restaurants and Shops (as well as foodora Services partners) are together referred to as “Partners” and individually as a “Partner”. All purchases and/or orders through the Platform are entered into with undertakings unless otherwise specified.

Goods sold through the Platform are for personal use and may not be resold or transferred.

If you have any questions regarding these Terms you can always contact our customer support at support@foodora.no.

1. Goods and services

We, foodora, provide access to a Platform where you as a customer can order Goods and services from foodora and our Partners for delivery or pick-up at the Partners location (“Pick-Up”), as available.

The Goods are delivered by foodora or relevant Partner to the delivery address you provided at the time of ordering, given that Pick-Up is not selected. If Pick-Up is selected you are instead responsible for picking up the order at the correct time and place as specified in your order.

foodora handles and manages all orders made through the Platform. Once you have placed an order, you pay for the Goods and services, including applicable delivery- and other fees, directly on the Platform. You do not pay anything directly to the rider who delivers the Goods to you, nor to the Partner in connection to a Pick-Up order.

Ordering restaurant food from foodora

When Goods are ordered from Restaurants via the Platform, foodora is the seller of the meals and other Goods which are prepared by the Restaurants. This means that foodora buys the meals and other Goods from the Restaurants and in turn sells them on to you who order.

Orders from Stores (Shops)

When Goods are ordered from Shops on the Platform, the sale of the Goods is made directly between you and the Shop, and foodora merely acts as an intermediary between you and the seller (the Shop). Such sales are made in accordance with these Terms, in addition to any other terms specified by or for the Shop when the order is placed.

foodora Services
foodora offers the opportunity to request services with our foodora Services Partners (“Services”). When you book a Service, the sale of the Service is made directly between you and the Service Partner, with foodora acting only as an intermediary to enable you to book the relevant Service. These Terms apply to the booking. The applicable terms and conditions for the Service are either detailed on the Partner's menu page on the Platform or delivered directly from the Partner.

1.1 Offers and ranking of Partners and Goods

The selection of Partners and Goods on the Platform can vary from time to time and is limited to Goods delivered from Partners located close to the delivery address you provide. The selection also depends on Partner availability and relevant delivery time to your specified address.

Partners have the opportunity to pay for prioritized ranking. Beyond paid placement, and subject to the options you as a customer have applied as filters or sorting in a certain order (e.g. filter by cuisine type or sorting by “fastest delivery”), the selection and ranking can depend on other parameters to ensure a good customer experience. When you change your delivery address, or select Pick-Up, the selection and ranking may change, and we refer to the selection available on the Platform from time to time, due to the possibility that the delivery area may fluctuate depending on factors such as weather, traffic, demand or other situations.

You may further customize and limit the displayed selection of Partners by using filters such as “free delivery” or specific cuisines, or by adding certain Restaurants and Shops to your favorites.

How search results are ranked
When searching for Partners on the Platform, search results can be sorted by the following criteria:

Search phrase proximity: The search result that most closely resembles the searched phrase or keyword will be ranked higher. This may be based on the Partner's name and/or the specific offering.

Opening hours, distance and delivery time: The ranking of search results, based on your search phrase, will be based on opening hours, distance and delivery time for the given Partner to the disclosed delivery address. The shorter the delivery time, the higher the partner will be listed in your search results, and if there are several Partners under the same brand or in the same chain in the same delivery area, we may limit search results to only show the Partner with the shortest delivery time. Please note that changing the delivery address or switching to Pick-Up may change the search results.

Characteristics of the Good or cuisine: If your search contains specific characteristics related to Goods or Partners (e.g. “sushi”), the search results that reflect such characteristics will be ranked higher.

Popularity: The popularity of a given Partner (e.g. measured through views and/or placed orders in a given timeframe) may also affect the ranking of the search results. The more popular a Partner is (based on the above criteria), the higher the Partner will be listed.

Paid placement: The ranking of search results may also be affected by paid placement, marketing and/or campaigns, and relevant Partners will be marked as such.

1.2 Ordering and your receipt

All orders on the Platform are carried out on the Platform by selecting the Goods you want to purchase, or the Service(s) you want to book, adding them to your cart and placing an order by the check-out. When placing an order you choose whether you want the order delivered as soon as possible, or (if available) if you want to use Pick-Up and get the order yourself at the Partners location. You may also choose to do a pre-order for delivery or Pick-Up at a later time or date. A pre-order can be placed up to three (3) days in advance.

Your order is an offer to buy the Goods listed in your order and an amount corresponding to the order value is then charged through the chosen payment method. You will receive an email confirming that your order has been placed, with updates on our Platform for when the Partner has accepted your order and estimated delivery time or Pick-Up time. Please note that you can cancel an order up until foodora has confirmed that the order is received by the relevant Partner. After this point foodora begins the delivery service and the Partner begins preparing your order (upon ordering meals and food items).

foodora and foodora’s Partners reserve the right to not fulfill an order if the Goods should be out of stock at the time of ordering, or if foodora or a Partner should be prevented from delivering the Good or the Goods. In such cases the order may be partially or completely canceled and the corresponding amount refunded.

Our Partners follow the special instructions included in the order or a Good in your order, to the extent this is possible and commercially feasible. Neither the Partner nor foodora is responsible for replacing or refunding an order and/or Goods with special instructions provided by customers. If you have special instructions relating to allergens, allergic reactions, dietary restrictions or diet plan requirements, we recommend you to contact us or the Partner directly before placing your order.

When delivering and completing your order, foodora delivers a receipt for your purchase to your registered e-mail at our own expense or on behalf of the relevant seller, depending on which is applicable.

Please note that foodora does not receive orders of Goods by email or live-chat, and that payments are always made through the Platform.

The liability for loss or damages to the Good is transferred to you when the Good is delivered to the address specified in the order. Neither foodora nor their Partners are responsible for loss or damages to the Goods which occur after delivery. You are responsible for receiving the Goods at the specified delivery address (or at the Partners location if Pick-Up is selected), and no refund will be issued if you have not received or picked up the Good.

1.3 Delivery Terms

The delivery and pick-up time indicated by foodora via the Platform are estimations and the delivery time of the order may be affected by traffic, weather conditions or other factors outside foodora’s control. To ensure the quality of the Goods upon delivery, orders delivered by foodora are first sent to the Partner when we have a rider available. The Partner will be able to follow the order in real time with the purpose of calculating when the Goods will be picked up.
For orders delivered by the Partner, foodora may refer you directly to the Partner if problems or delays occur.

Delivery
When you place an order on the Platform with delivery (directly or as a pre-order), you confirm and accept that the ordered Goods will be delivered to the place or street address you specified for the relevant order.

You are responsible for being available to receive in-app messages and/or calls on the phone number you have specified on the Platform at the time of delivery. As indicated in section 3 below, foodora is not responsible for orders encountering delivery obstacles caused by incomplete, wrong or contradictory information specified or omitted by you.

Deliveries can only be made to places of which our riders can locate and reach the delivery address, and you must be available at the specified delivery address if the order is not being delivered at the door. If you are not available to receive the order, foodora or the Partner have the right to deliver the Goods at the door. In such cases you are considered to have accepted that delivery can take place at your door. When the Goods are delivered at the agreed delivery address, the risk of the Goods is transferred to you.

Please note that you may need to verify your identity upon delivery of the Goods. foodora or their Partners are under no obligation to deliver orders at the door if there are restrictions, e.g. orders containing Goods which require control of customer identification or age-restricted requirements or other requirements apply (“Restricted Goods”), or this for other reasons appears to be unsuitable.

If

(a) delivery cannot be completed as a result of the rider not being able to reach you or,
(b) if an order contains Restricted Goods, and you or the person receiving the Goods are unable to show a valid means of identification (e.g. a valid I.D. card), are underage, are perceived to be intoxicated or influenced, or in any other way do not meet the requirements for delivery or if there is reason to suspect bootlegging, foodora reserves the right to cancel the order. foodora will in such cases either charge a fee of NOK 200 or the full order value to cover costs and expenses connected to the canceled order. Furthermore, foodora has the right to charge costs and expenses stemming from Goods which foodora or the Partner are unable to resell. This is charged by reducing any amount which is refunded to you as a result of the order not being delivered.

Pick-Up
If you select Pick-Up when placing the order, the Goods are to be picked up by you at the relevant place for the Partner at the time specified on the Platform at the time of placing the order. The Partner may require that you identify yourself with valid I.D. when collecting the order and that there are no other limitations for delivery of the Goods, including but not limited to Goods requiring ID verification, age-restricted Goods, or other where other criteria applies.

If the order is not picked up within a reasonable time from the specified Pick-Up time (generally 30 minutes, depending on the Goods and the relevant Partner’s opening hours), you may be charged the full cost of the Goods to the degree they are unsellable and/or for other costs foodora or the Partner have associated with the order.

1.4 Food ingredients and quality

Meals
The Partners preparing the meals made available on the Platform provide a list of the allergens of the meals which are shown on the Platform. We strive to ensure that all information regarding ingredients and allergens on the Platform is up to date at all times. However, given the nature of the Restaurant business this may, from time to time, deviate at short notice due to changes in availability, and meals may be prepared in environments with traces of nuts and/or other allergens. If you have special instructions and/or allergies, we recommend you to contact us or the restaurant directly before placing your order.

If you are particularly sensitive to contact with certain allergens, please be aware that even though the Restaurant ensures your order is packed in a separate bag, the food may still be delivered in the same transportation bag as other Goods.

The meals are, unless explicitly stated otherwise, intended to be consumed immediately upon delivery to you, and we are not responsible for the quality of the meal if consumed later.

Foodstuffs
If your order contains pre-packaged food it is important that you carefully read the list of ingredients on the label before consumption, especially if you are allergic to a particular food item or substance. The list of ingredients on the packaging of the Good always take precedence over the list of ingredients indicated on the Platform, in cases of conflicting information. If you have questions regarding the ingredients in foodstuffs marketed on the Platform, we recommend that you contact us or the relevant foodora-Partner directly.

The Partner picks and prepares your order for immediate delivery or pick-up, comparable to when you shop directly in-store. To ensure Goods maintain their quality through delivery and that cold and frozen goods are picked up without delay, your order is not sent to the Partner until we have a rider available.

1.5 Special terms for certain Goods

Gift Cards
Gift cards sold by foodora on the Platform or through other channels such as gavekort.foodora.no are valid for one (1) year from the date of purchase, they cannot be redeemed for cash and can only be used for orders via the Platform, unless explicitly stated otherwise. Gift cards are issued by foodora in the form of a code which can be used for one (1) purchase and cannot be combined with other discount codes or Vouchers. Vouchers (as defined in section 2.2 below) and other discounts cannot be used to buy gift cards.

Any value of the gift card that exceeds the total value of the order for which the gift card is used will lapse upon use. If the order value exceeds the gift card value it will be possible to pay the remaining balance using one of the regular payment methods.

What is described for Vouchers in section 2.2 also apply to gift cards.

Alcohol, tobacco and nicotine products
The sale of alcohol, tobacco and products containing nicotine is only permitted to customers aged 18 or older. Please note that by placing an order you have made a binding offer to purchase the ordered Goods for delivery. foodora will conduct age verification as well as ID verification (to ensure the person who placed the order is also the one receiving it) upon delivery or pick-up of the order. If the recipient is unable to receive the order due to lack of identification, unavailability or for other reasons, foodora will charge the Customer who placed the order a fee of NOK 200 or the full order value in accordance with section 1.3 above. This fee will be charged by reducing any amount you may be refunded as a result of the order not being delivered.

Please note that gift cards, Vouchers and other discounts can not be used on age-restricted Goods, and such Goods may also be excluded from discounts and campaigns.

1.6 Ordering and booking of foodora Services

When you make a booking on the Platform for a service to be rendered by a foodora Services Partner, you are making a binding booking for the completion of the Service by the Partner. Please be aware that the Service will be delivered to you either directly from the Partner at the time and place disclosed when placing the order, or when otherwise agreed upon between you and the Partner.

You are responsible for ensuring that the contact information in your profile or is otherwise specified when the booking is made is correct and that you are available to receive in-app messages and/or phone calls from foodora and/or the Partner. As described in section 3 below, foodora is not responsible in the event the Service can not be completed due to incomplete, wrong or missing information specified or omitted by you (including if the Partner is unable to locate you and/or reach the location), and that you may be charged a fee corresponding to the cost of the Service in the event of the Partner being unable to render the Service based on your unavailability.

2. PRICES AND PAYMENT

2.1 Prices

Applicable prices for each Good and for the delivery service are shown on the Platform at the time of ordering. Beyond that, foodora also charges a service fee of NOK 7 on all orders for the rendering of services related to the Platform. All prices displayed on the Platform are calculated and shown with applicable VAT included. foodora and the Partner reserve the right to update prices and/or content and information about the Goods and foodora’s services applying to orders placed after the changes are made.

For group orders, please note that the order is made by one ordering customer and that the prices applying for this ordering customer will be applicable. Prices, Vouchers and discounts available to other members of the group may not be available for the ordering customer.

Discounts and offers may be available for specific Partners, as well as dependent on the ordered Goods or the amount of the order, and may be offered at foodora’s or the Partner’s expense. Furthermore, foodora may offer loyalty programs or similar offers from time to time, and discounts and campaigns can be targeted at and offered to a specific customer or customer group.

Promotional pricing
When prices and campaigns are shown directly in connection with the Goods, we generally display the regular price striked through in the immediate proximity to the applicable campaign price. As campaigns may be implemented on the Platform and/or for specific Partners or categories of Goods, there may be changes in prices of certain Goods over the course of the last 30 day period. Information about the lowest price offered in the last 30 days can be found in the product information, and as this may include discounts that are no longer active, historic prices may be lower than the current price of the Good.

Minimum order value For orders including delivery services made through the Platform, a minimum order value (“MOV”) may apply. The MOV may vary from Partner to Partner, but is displayed in your shopping cart prior to placing the order. When ordering Goods with a total order value lower than the MOV, you can choose between paying the difference between the total price of the Goods and applicable MOV or add more Goods to your order to reach the MOV. Please note that the MOV cost is connected to services rendered in relation to your order and that such will not be refunded in the event of returns.

Container-deposit and other deposits
The prices of drinks sold in cans and bottles are shown with the container-deposit fee included. For questions regarding how deposit recycling and returns are handled, please visit https://infinitum.no/.

foodora and Partners may cooperate with other third-party vendors about deposits on food containers. These deposits are included in the price of the Goods where applicable, and further information can be obtained from the relevant Partner.

Delivery Fee
Delivery fees are shown separately for the respective Partner and in your shopping cart. The delivery fee is e.g. based on distance to the relevant Restaurant or Shop, time of day, traffic on the Platform, and other relevant campaigns and discounts affecting the delivery fee at the time of placing the order.

2.2 Introductory prices, discounts, campaigns and vouchers
foodora can from time to time offer vouchers, discounts and other promotional offers to you which can be used on the Platform (“Vouchers”).

Vouchers are subject to special validity and redeem periods, and introductory prices or "trial period prices'' that foodora offers to customers can only be used one time. The same applies to other campaigns or offers displayed on the Platform unless otherwise explicitly stated in the terms and conditions of the relevant Voucher, campaign or offer. foodora reserves the right to terminate Vouchers, promotions and introductory price offers for future orders at any time without prior notice to the customer.

Vouchers with a specific value issued by foodora can be redeemed when an order is made for Goods and services available on the Platform, unless otherwise stated specifically for the Voucher in question or in the terms applicable to the Voucher. Vouchers cannot be redeemed for cash and can only be used once, regardless of whether the full amount is used or not. When the validity period for the gift card or the Voucher has expired, it cannot be used as a means of payment for purchases on the Platform, cannot be reactivated and any outstanding or remaining value will not be refunded. Vouchers are in general, as refunds issued at the request of you as a customer (as referred to in section 5.1 below), valid for a period of 30 days, and other Vouchers (including gift cards) have a maximum validity period of one (1) year from date of issue.

Certain Partners and Goods (included, but not limited to gift cards and Services) may be excluded from offers, campaigns, promotions and other Vouchers and (unless otherwise stated at the time of ordering) only one offer or Voucher can be used per order. Vouchers can not be combined with other discount codes and can only be added before the order is placed. foodora does not apply discounts and Vouchers to already placed orders.

Vouchers and other promotions can be personal and it is not permitted to resell Vouchers to a third party unless foodora has allowed so. In cases of fraud, abuse or inappropriate or unauthorized use of discounts, campaigns or Vouchers, foodora can cancel, withdraw or invalidate these, and foodora reserves the right to charge the customer for costs and expenses associated with such activity and to suspend customers abusing the Platform.

foodora may from time to time offer compensation, for delays or other issues with your order, in the form of vouchers. Such compensation vouchers are issued at foodora’s discretion and are valid for seven (7) days from the date of issue. Issued compensation vouchers can be found in your profile’s Voucher Wallet.

2.3 Payment

Unless otherwise expressly agreed, payment for the order shall be made at the time of ordering by direct payment, bank-/ credit card or by any other payment methods offered on the Platform at the time of ordering. The payment methods available for your order are shown in check-out and generally accepted payment methods are shown on the Platform. Please be aware that foodora can not guarantee that all payment methods are always available and payment methods may be temporarily unavailable or limited from time to time. foodora and Partners still reserve the right to offer additional payment methods and/or remove existing payment methods at any time at their own discretion. With your permission your bank-/credit card details or payment information can be saved at our third-party payment processors for future orders. foodora does not save bank-/credit card details or your payment information.

If you have a valid discount code or Voucher, you may use it to pay for part of or all of your order before check-out.

When ordering Goods from Shops or Services offered by foodora Services Partners, foodora will transfer payment to the Partner.

For donations to our ShareTheMeal program, the World Food Programme is the end recipient of your payment.

No payment services
foodora offers no payment services to you or third parties. All online payments are handled by your own bank / provider / payment service and payment processors that work with foodora.

3. Your commitment as a foodora Customer

By accepting these Terms and placing orders via the Platform you are confirming that you are at least 18 years old, have the legal capacity to enter into agreements and accept these Terms with binding effect. You confirm that you are the owner of the bank details or credit card used for purchases on the Platform. You are responsible for ensuring the information you submit when registering an account or placing an order is correct and foodora is not responsible for delivery issues caused by incomplete, wrong or missing information submitted or omitted by you. Your login information and account details are strictly confidential and are not to be shared with others. You are responsible for ensuring your login information is stored securely and is not shared, and you commit to notifying foodora immediately if a third party gains access to your login information, upon which foodora reserves the right to close or delete your account without further notice. Please note that foodora only allows one (1) account per customer and if you forget your password you may reset it by using the link “Forgot your password?” on foodora.no or “Forgot your password?” in the app.

If you register and/or use the Platform as a legal entity, you warrant that you are authorized and competent to represent and act on behalf of such a legal entity.

Commercial use of the Platform without permission is strictly prohibited and you undertake, by accepting these Terms, not to resell or assign any rights or obligations under these.

If you wish to delete your account, please send an email to our customer support at support@foodora.no.

Intellectual property rights
All trademarks, logos, images and service marks, including these Terms, as they appear on the Platform or in our marketing materials are intellectual property rights that are the property of foodora, foodora's Partners and/or third parties who have granted foodora the right to use such protected rights (collectively the “IP Rights”). You may not use, copy, reproduce, publish, upload, post, transfer, distribute or modify these IP rights in any way without foodora's prior written consent. Use of IP rights, including foodora's trademarks and copyright to foodora's logo and brand without our consent is strictly prohibited, with the exception of what is required to use the Platform and foodora's services.

In the event of fraud, abuse or inappropriate or illegal use of the Platform, which in each case is determined by foodora at its sole discretion, foodora reserves the right to suspend customers from the Platform and/or terminate the customer's account, and charge the customer for costs and damages to foodora or Partners.

4. Processing personal data and privacy

We process your personal data in accordance with foodora’s privacy policy and by accepting the Terms you are aware that we may send you emails or SMS messages in connection with your order.

5. Complaints, feedback and cancellation rights

5.1 Complaints and feedback on orders from Restaurants and food from Shops

We want you to be satisfied! If any Goods are missing or if the Goods delivered to you are wrong, damaged or do not match your order, we ask that you contact our Help Center or customer service immediately with pictures (if possible) and a description of the issue. As soon as possible after we have received your message about the complaint or error, we investigate the case to identify the problem and find a solution in accordance with applicable consumer rights legislation. Please note that it is the seller of the Goods who is responsible for complaints, errors and the warranty period, whereas foodora in relevant instances can direct you to take up the case directly with the Partner, in cases where the Partner is the seller of the Goods.

When you register a complaint on an order from a Restaurant, you as the customer may be given the opportunity to choose between receiving a refund (if justified) using the same payment method that was used at the time of purchase, or if you want refund in form of a Voucher (discount code) which can be used on future purchase on the Platform. A refund Voucher is valid for 30 days and is saved in your profile and (unless otherwise specified) can only be used to purchase Goods on the Platform from Restaurants. Furthermore, our customer service can issue Vouchers as compensation to customers in situations that do not warrant a full refund. Such Vouchers, which function as compensation, are valid for 30 days and are available in your profile’s Voucher Wallet. Please be aware that the applicable terms for Vouchers as described in section 2.2 above also apply to refund Vouchers and compensation Vouchers, and that these can not be combined with other discounts, offers or Vouchers.

As orders made on the Platform are sent to our Partners preparing the relevant Goods for delivery, we want to make you aware that foodora generally cannot guarantee re-delivery in the event of wrong or missing Goods. Instead, foodora may offer compensation for wrong or missing Goods, with which you may place a new order.

For complaints regarding Services or bookings made for foodora Services, please contact the relevant service provider directly or contact our Help Center so that we may direct you to the relevant foodora Services Partner.

5.2 Returns and complaints for other orders from Shops

Returns and complaints are made in the Shop in accordance with the Shop’s applicable policy, and it is up to the Shop to accept or deny returns and/or complaints.

5.3 Cancellation rights

You have the right to cancel the purchase agreement , i.e. exercise your cancellation rights, by informing us or the Partner of your wish to exercise your right to cancel within 14 days from receiving the Good or a significant portion of the Good (“The Cancellation Period”).

However, the right to cancel does not apply to purchase of meals, groceries and other goods with a short shelf life which for natural circumstances can not be returned, which may spoil or expire, at risk of contamination, when we can not guarantee continuous refrigeration, or specially prepared goods based on your individual choices, and in other situations with explicit exceptions in accordance with applicable consumer rights legislation. The right to cancel applies under the condition that the seal is unbroken (if applicable), and foodora or the Partner has the right to subtract a potential value reduction as a result of the Good being handled to a greater extent than necessary to determine its properties or functions. You can read more about your cancellation rights and which goods and services are excluded from these rights on the Norwegian Consumer Authority (No. Forbukerrådet) webpage.

For delivery services you will upon ordering be asked to give your express consent that the delivery process will begin as soon as the Partner has confirmed your order and that you have consented to wavering your cancellation right no later than when the service has been completed.

5.4 How to exercise your cancellation rights

If you wish to exercise your right to cancel the purchase of a Good that is subject to cancellation right, you must notify the seller within the cancellation period. Information about the company from which you purchased the Good (e.g. from foodora or the Partner) will be written on the receipt, and for returns to Shops you can find the Partner’s contact information on the Shops page on the Platform. For returns of Goods from Restaurants, please inform foodora that you wish to exercise your cancellation right.

You can find the form for exercising your cancellation right here or by using the public standard form here. Please note that when you notify us of your wish to cancel (or return the Goods), you must inform us that you wish to withdraw from the purchase and provide your order number, the date of the order, which Goods you wish to return, your name and your address. Please note that foodora and Partners can deny returns requested after the cancellation period.

The cancellation right does not apply to orders returned to the Partner as a result of the order not being able to be carried out, and if you have not notified us that you want to use your right of cancellation within the delivery attempt. In the event of an unsuccessful delivery attempt the order will be canceled and we reserve the right to charge you for the costs in accordance with section 2.3 above.

5.5 Returns when using the cancellation right

Returns of Goods sold by Shops are to be made directly to the Shop unless otherwise specified by the Partner.

When exercising your cancellation right, the Goods are to be returned to the Shop within 14 days from the date which notice of exercising the cancellation right was given (i.e. notification of the return). For information about the Shop and its opening hours, or the address for return, we refer to the information from the Shop or on your receipt. If you choose to send the Good back to the store you are responsible for paying any return shipping costs and are responsible for the condition of the Good from the point you receive the Goods.

Goods are to be sent securely packaged, in good condition and in any original packaging. Remember to ensure use of appropriate means for the return and pack the Good in a manner that protects the Good from potential damages during transportation of the return. All included parts and accessories must be returned together with the Goods, including any original packaging and labels. If you have used or negligently handled or packaged the Good, or otherwise handled a Good in a manner beyond what is required to determine the characteristics or functionality of the Good, you are responsible for compensating for any deterioration of the returned Good (up to its full value).

5.6 Refunds of returns

After approving your return, your refund will be issued to the same payment method that was used to pay for the Good, unless otherwise agreed upon or specified in these Terms. The Partner has the right to deduct an amount corresponding to the value reduction of the Good compared to the original value of the Good from the refund amount, if and to the degree such value reduction is caused by your handling of the Good in a manner exceeding what is required to determine its characteristics or function.

Please note that upon orders from Shops it is the Partner’s responsibility to handle and approve returns in the capacity of being the seller, and refunds may be conditioned upon the Partner receiving the Goods or proof that the Good has been returned.

foodora does not refund fees for delivery or other services performed in connection with execution of the order or cost related to the minimum order value in relation to returns of Goods purchased from Shops and these fees are related to services performed by foodora and not the Shop as the seller. If you have partially or fully paid for your order using Vouchers or if your order has been subject to other offers, it will not be refunded with the exception of gift cards, refund vouchers, or other Vouchers of a specific value. Furthermore, as mentioned above, you are responsible for the return shipping costs of Goods and foodora can choose to not refund the delivery fee in cases where such amounts exceed the cheapest delivery option offered for your order, or related to partial returns.

6. Customer service

If you have any questions regarding the Platform, Goods, orders or our service we ask that you contact our customer service. You have access to our Customer Service through the Platform available here. Alternatively you can contact us by email at support@foodora.no. For up-to-date information regarding customer service opening hours, please refer to our homepage.

7. Customer reviews

Verified customers have the opportunity to review Partners on the Platform using star ratings. See our policy below:

You must have a verified account
You must have a verified foodora account, connected to your email and phone number.

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Who can submit a review?
You may only review Partner(s) you have ordered from in the last 25 days. Your order must also have been delivered. Please note that you can only submit one review per order (each review is linked to an order ID).

Psst… Activate push notifications from us to gain access to the review.

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How long will my review be visible?
The review will be visible indefinitely.

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We have processes in place to ensure reviews are genuine and that they originate from the customer who actually completed the purchase from the relevant Partner. For example, you may only review a Partner after your order has been delivered and only for a limited time period.

Top Restaurants
Restaurants with top performance on the Platform in areas such as order flow, average customer reviews, availability and number of failed orders may receive the distinction “Top Restaurant”.

You can also filter your searches by “Top Restaurants” in the search function on the Platform, where available.

8. Availability of the service

The content on the Platform is delivered “as is” and “as available”. While foodora makes a reasonable effort to ensure the provision of the Platform and that the services we offer are available at any given time, we can not guarantee access to the Platform in a manner that is secure, timely, uninterrupted, free from errors, free from technical issues, defects or viruses. Please expect temporary interruptions on the Platform as a result of planned or regular system maintenance, internet downtime, electronic communication or force majeure.
Based on what is stated in the previous section, foodora is not responsible for potential delays, failed deliveries, errors, loss or damages caused by problems which are natural when using the Platform, the internet or electronic communication.

9. foodora’s right to terminate use of the service

foodora reserves the right to terminate or suspend accounts or customers' use of the Platform and to terminate all ongoing or pre-ordered orders or in another way terminate their services with immediate effect for customers who are breaching these Terms, abusing foodora’s services, or in other ways causing damage or trouble for foodora, foodora’s Partners or foodora’s customers through use of the Platform and foodora’s services, or if foodora has reasonable grounds to believe that the Platform and foodora’s services are being misused, if foodora suspects repeated fake orders or complaints, or if there are any other reasons to suspect fraudulent or unacceptable use of the Platform, or if an order is incorrect or fake. Such suspensions may be made with immediate effect, and the customer will be notified of this by email. In the event of suspension, foodora will refund applicable amounts originating from unfinished orders (if any) reduced by expenses borne by foodora or Partners in connection with this.

foodora reserves the right to deactivate the use of email addresses and/or payment details or methods previously associated with suspected or confirmed frauds on the Platform. If you experience any problems with your account, please contact our customer service here.

10. Third party links and websites

The Platform may contain links to third party websites, applications or advertisement, and by clicking these links you are aware that this is at your own risk. foodora neither checks or approves third party links, applications or advertisements and shall not be held responsible for the contents of these linked sites, and bears no responsibility or liability for losses or damages incurred by you in connection with access and use of these third party links, websites, applications or advertisements.

11. Miscellaneous

foodora’s business is registered with The Norwegian Food Safety Authority (No. Mattilsynet). The registration entails that the company may be regularly examined by the authorities and that foodora only accepts Partneres registered as food businesses for handling or preparing food made available on the Platform.

foodora reserves the right to 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 manner satisfactory for the customer.

The customer can not transfer its rights or obligations under these Terms to a third party.

foodora has the right to require compensation from you for any damage that foodora (including its board, employees, partners, or other group companies) suffer as a result of your abuse of the Platform or other breach of the Terms.

In addition to what is otherwise stated in these Terms, the following applies regarding foodora’s liability to you as a Customer (unless otherwise provided by mandatory law):

Beyond what is described in the Terms, foodora provides no guarantees regarding contents, information, raw materials, ingredients, other information or other services which affect the Goods and/or services, or anything else delivered by or through foodora on the Platform.

foodora has no responsibility for the suitability of the Goods for the specific purpose you intend to use them for, besides what is set out in the Terms or in the description of the Goods on the Platform. This does not affect your rights as set out in the Norwegian Product Liability Act (Produktansvarsloven).

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 defamations, 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 services 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 or halt its services and/or a delivery of one or more Goods or services if the customer has provided 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 epidemics or pandemics, natural disasters, war, acts of terrorism, political unrest, strike, lockout, blockades or any other agreement disturbance, fires, accidents or other circumstances beyond foodora’s reasonable control, or any other circumstance that substantially impedes or impairs the possibilities for fulfilling a delivery. foodora undertakes to notify the customer as soon as possible if a delivery can be delayed, or alternatively, if the delivery may fail completely (in the event of non-delivery, the entire order value will be refunded).

12. Choice of law and 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. If the parties are unable to reach agreement, the matter will be decided in the next instance by mediation of the Consumer Authority, the Consumer Complaint Committee, and finally by the ordinary court.

If you are a customer residing in the EU/EEA, you also have the right to use the European Online Dispute Resolution (ODR) platform offered by the European Commission to resolve disputes. You can find the ORD platform here.