Terms of Service

Last updated: 30 October 2026

These terms are written in plain English to describe how takein actually works. They have not yet been reviewed by a solicitor. Highlighted items marked [TO CONFIRM] are still to be completed. Part A is for diners ordering food. Part B is for restaurants using takein. Nothing in these terms affects your statutory rights.

1. Who we are

takein.online ("takein", "we", "us") provides online ordering websites, order dashboards and kitchen printing for independent restaurants.

Legal name: [TO CONFIRM: company or sole-trader legal name]
Company number: [TO CONFIRM: Companies House number and "registered in England and Wales", or "not a company"]
Registered office / geographic address: [TO CONFIRM]
VAT number: [TO CONFIRM: VAT number, or "not VAT registered"]
Email: hello@takein.online

Part A: Ordering food (diners)

A1. Who you are buying from

When you order through a takein-powered site, your contract for the food is with the restaurant named on that site, not with takein. The restaurant is the seller and the food business operator. It is responsible for the food, its preparation, allergen information, food safety, delivery or collection, and refunds. takein provides the ordering website, the kitchen ticket and payment routing on the restaurant's behalf.

A2. Prices and charges

Menu prices are set by the restaurant and are shown in pounds sterling. Where the restaurant is VAT-registered, prices include VAT.
A service charge (currently 99p per order) is added to every order. It is shown in your basket before you pay. It pays for the takein ordering service.
If you choose delivery and the restaurant charges for it, the delivery fee is shown in your basket before you pay.
The total shown before you confirm is the total you pay. If a price on the site is clearly wrong, the restaurant may cancel the order and refund you in full.

A3. Placing an order

Your order is an offer to buy from the restaurant. It is accepted when the restaurant accepts it on its order screen, and you can follow its status on the order-tracking page. If the restaurant does not accept a paid order within about 10 minutes, the system cancels it automatically and refunds your card in full.

A4. Allergies and dietary needs

Allergen information is provided by the restaurant. If you have an allergy or intolerance, contact the restaurant before you order using the details on its site, and tell them again when you collect or receive your order. takein does not check the restaurant's allergen information.

A5. Cancellations and refunds

Hot and freshly prepared food is perishable, so the usual 14-day right to cancel online purchases does not apply once the restaurant has accepted your order (Consumer Contracts Regulations 2013, regulation 28(1)(b)).
If you need to cancel, contact the restaurant straight away. It may be able to cancel before it starts preparing your order.
Your rights under the Consumer Rights Act 2015 are not affected. If your food is missing, wrong, unsafe, or not as described, or your order never arrives, you are entitled to a remedy, which may be a refund. Contact the restaurant first. If you cannot reach them, or they do not help, email hello@takein.online and we will help.
Card refunds go back to the card you paid with, normally within 5–10 working days depending on your bank. A restaurant may offer store credit instead, but only if you agree. Where you are entitled to a refund, you can always choose to have it paid to your card.
For pay-at-counter orders, payment and any refund are settled directly with the restaurant.

A6. Payments

Card payments are processed securely by Stripe. Your card details go straight to Stripe and are never stored by takein. The payment is made to the restaurant, and takein's fees are deducted from it by Stripe.

A7. Diner accounts

You can order as a guest or create a free account to see your order history and save your details. Keep your login details secure. You can ask us to delete your account at any time (see our Privacy Policy).

A8. Our responsibility to you

We take reasonable care to keep the ordering site working, but we cannot promise it will always be available or free from errors. Because we are not the seller of the food, we are not responsible for the food itself. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

A9. Complaints

Contact the restaurant first. If that does not resolve your complaint, email us and we will do our best to help resolve it.

Part B: Restaurants using takein

These terms sit alongside the service agreement you sign during onboarding. If the two conflict, the signed agreement applies.

B1. The service

We provide a branded ordering website, an owner dashboard, a kitchen order screen, optional cloud-printer integration, and card checkout through Stripe Connect. Applications are reviewed by a person before a site goes live, and we may decline an application.

B2. You are the seller

You are the seller of the food and the food business operator. You are responsible for:

registering as a food business with your local authority, and complying with food hygiene, food safety and allergen law;
the accuracy of your menu, prices (including VAT, where you are VAT-registered), opening hours, delivery area and fees;
allergen information: making allergen information for the 14 regulated allergens available to customers before they order and again when the food is delivered or collected, as the Food Standards Agency advises for distance selling;
showing your business name, address and contact details to customers on your site, and keeping them accurate;
preparing, packaging and delivering orders, handling customer complaints, and giving refunds where the Consumer Rights Act 2015 requires;
your own taxes, VAT and registrations.

B3. Fees

Setup fee: £499, one-off, paid at sign-up. [TO CONFIRM: whether this is inclusive or exclusive of VAT, and whether it is refunded if the application is declined]
Per card order: 5% of the order value (food after discounts, plus delivery), plus a 99p service charge per order. The 99p is shown to the customer as a separate "Service charge" line and is paid by the customer. Both amounts are deducted automatically by Stripe before your payout. [TO CONFIRM: wording agreed with how the fee is advertised]
Card processing costs are included within takein's fee unless we agree otherwise in writing.
Counter and cash orders do not have a 5% platform fee deducted. [TO CONFIRM: the 99p service charge is currently added to counter orders too and collected by the restaurant. Confirm how this is treated.]
We will give you at least 30 days' notice before changing fees.

B4. Payments, refunds and chargebacks

Card payments are taken through Stripe Connect and paid to your connected Stripe account. You must accept Stripe's terms for connected accounts during payout setup. You are responsible for refunds and chargebacks on your orders. Paid orders you do not accept within about 10 minutes are cancelled and refunded automatically. If several orders in a row are cancelled this way, your shop may be paused until you reopen it.

B5. Customer data

You are the controller of your customers' order data, and takein processes it on your behalf as your processor. We process it only to run your ordering service, keep it secure, use the sub-processors listed in our Privacy Policy, help you answer customer data requests, and delete or return it when our agreement ends, unless the law requires us to keep it. [TO CONFIRM: a full data processing agreement under UK GDPR Article 28 is to be added] If you send your customers marketing, you must comply with UK GDPR and PECR.

B6. Ending the service

There is no lock-in. You can leave at any time by emailing us. We may suspend or close a site that breaches these terms, is used fraudulently, or puts customers at risk, and we will tell you why. Fees already earned remain payable. When you leave, you can ask for an export of your menu and order data. [TO CONFIRM: notice period]

B7. Liability

takein is not liable for the quality, safety, allergens, preparation or delivery of your food. To the extent the law allows, our total liability to you is limited to the platform fees you paid us in the three months before the claim, and we are not liable for loss of profit or indirect loss. Nothing limits liability that cannot be limited by law.

General (both parts)

Fair use

Do not submit fake orders, scrape other restaurants' data, interfere with security checks, or abuse the ordering or payment flow. We may block or suspend anyone who does.

Changes

We may update these terms as the product changes and will change the date at the top. For restaurants, we will give notice of any material change.

Governing law

These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and the mandatory consumer protections of your home country still apply.

Contact

Email hello@takein.online, or see the Contact page.