1.1 About the terms

By registering an account with foodora and placing an order via the Platform, You confirm that You have read and accept these Terms with binding effect and certify the accuracy of the information provided by You. When it comes to the relation between foodora, You and different providers of app stores, please see section 19.5.

1.2 foodora’s right to restrict

We reserve the right to develop and use policies, procedures, measures and tools to ensure that the Platform is used in a way that is not illegal and otherwise complies with our policies and these Terms. In the event that the Platform is used in a manner that is illegal or otherwise does not comply with our policies or these Terms, we also reserve the right to review and act against such practices. Read more about our right to act against Customers in sections 13 and 17.

3.1 The Platform’s offering

We use recommender systems on the Platform to recommend Products and Partners on the Platform. The offering and ranking of Partners and Products on the Platform may vary from time to time but is always designed to provide You with a good customer experience. The offering presented is, among other things, based on the delivery address You enter and potential filters that You can use to sort the range on the Platform, e.g. filtering on specific categories or by "delivery time". Furthermore, criteria such as Partners’ popularity, which is determined by order and click history of other foodora users in relation to the Partner, and interpretations of Your preferences, which are based on Your previous orders and Your use of the Platform, are used. To ensure the quality of the Product until delivery and the delivery time to You, the offering on the Platform is however limited to Products delivered from Partners with its place of business close to Your delivery address.

Thus, if You change Your delivery address, or choose the Pick-Up option (pick-up at the Partner's place of business), the offering and ranking may change, but other circumstances such as weather, traffic and demand may also affect the offering and ranking.

Partners also have the opportunity to pay for different kinds of paid placement or priority ranking ("Paid Placement"). On the Platform, such Paid Placement is marked as e.g. "featured", "sponsored", "offer" or similar. Furthermore, Restaurants that are top performers on the Platform in terms of order flow, average customer rating, availability and low amounts of canceled orders can be labeled "Top Restaurant". Finally, the offering and ranking may depend on other parameters to ensure a good customer experience for You.

3.2 More on ranking of search results

When searching for Partners and Products on the Platform, search results are ranked primarily based on the following criteria:

• The content of Your search: The search results that most closely reflect the wording of Your search query will be listed higher, e.g. Partners' name, the Products, and/or a specific offer. If Your search query consists of special characteristics related to Products (e.g. a certain type of dish) or Partners (e.g. a certain type of restaurant), the search results that most closely reflect such characteristics will be listed higher.
• Opening hours, distance and delivery time: The order of the search results is also based on the opening hours, distance and delivery time of the relevant Partner to Your specified delivery address. For example, a shorter delivery time means a higher ranking. Should there be more than one Partner under the same brand group in the same delivery area, the search results can be limited to show only the Partner within that brand group with the shortest delivery time. Note that changing the delivery address or choosing the Pick-Up option may change the search results.
• Popularity: The popularity of a Partner can affect the ranking of the search results. Popularity is measured, for example, by views and/or orders placed within a specific time frame. The greater the popularity, the higher the listing.
• Paid Placement: The ranking of search results can also be influenced by Paid Placement, marketing and campaigns. A Partner who has Paid Placement will be ranked highest if that Partner has the Products You searched for.

Other criteria may also influence the ranking. The relative importance of the mentioned criteria depends, among other things, on Your search query and from where, geographically, You are making the search. However, as a general rule, the Partners who best match Your search query or have the most of the Products You have searched for will be at the top. However, a Partner may get a higher ranking if it has high ratings (high popularity) or if it can deliver quickly.

4.1 General information on orders

On the Platform, You can order Products for delivery and sometimes through Pick-Up. You can place orders in Swedish and English and, after placing an order, You will receive a confirmation to the email address provided by You when registering Your account with foodora.² The confirmation contains all information regarding the order and the additional terms and any conditions that might apply.

The Products are delivered by foodora, a potential third party temporarily hired by foodora through a staffing agency or by the Partner itself to the delivery address specified by You at the time of ordering. If You have chosen Pick-Up, You are responsible for picking up the order at the location specified at the time of ordering.

All payments for Products and other delivery fees are made to foodora on the Platform. You will not pay anything to the courier delivering the Product, or in case of Pick-Up, the Partner providing the Product.

If specific terms - different from what is presented below and in section 5 - apply, we will inform You about that during the purchase process.

4.2 How to place an order

All orders on the Platform are initiated by You choosing whether You want the order to be delivered or, if available, picked up through Pick-Up as soon as possible. You can also choose to make a pre-order for delivery or Pick-Up at a later date. A pre-order can be made up to three (3) days in advance. You then select the Product(s) You wish to purchase, add them to Your shopping cart and place an order at checkout.

When You click on "Place Order", You are making an offer to purchase the Products specified in the order for an amount equal to the order value, which will be charged through the chosen payment method.³ When ordering from Restaurants, You are however (prior to checkout) given the option to cancel the entire order if one of Your selected Products would not be available. You can also choose to only delete the Product that may not be available. These options are not available when ordering from Shops, but see below regarding replacement products from partner stores.

Please note that foodora never accepts orders for Products via email or our chat and that payments are always made on the Platform. For further description of the contractual relationship between You and foodora and You and a Partner respectively, please refer to section 4.4-5 below.

After placing an order, You will receive an email confirming that foodora has received the order and that we will get back to You as soon as the order is accepted. When the order is accepted and an agreement has been entered into, this will be shown on the Platform. The Platform will also indicate the estimated delivery time or Pick-Up time.

Please note that an order cannot be canceled by You after it has been accepted. Before that, You can change or cancel an order at any time. However, by placing an order You agree that if the order is accepted, the potential delivery fee is non-refundable. In other words, you agree to forfeit Your right of withdrawal regarding the delivery service once it has been completed. You can read more about Your right of withdrawal in section 12 below.

If Products from a partner store run out of stock after an order has been placed, the partner store may in consultation with You and to the extent possible offer an equivalent replacement product instead. This option is not available when You make orders from Restaurants or foodora market. The replacement product will never cost more than the Product You originally ordered and You will always pay the lower price of the ordered Product and the delivered replacement product. If the price of the replacement product is lower, You will be refunded the difference.

If foodora or a Partner is for any reason prevented from delivering a Product(s), we and our Partners reserve the right to cancel the order in whole or in part, whereupon Your payment for the Product that could not be delivered, or the entire order, will be refunded.

Upon delivery of the order, we will send a receipt of the purchase to Your registered email address, stating inter alia the Products (including potential replacement products) finally covered by the purchase. The receipt is issued either by foodora on its own behalf as the seller of the Products (see section 4.4 below) or on behalf of the relevant Partner in cases where the Partner has sold the Products to You (see section 4.5 below).

4.3 Special instructions when ordering

You have the right to leave special instructions for an order or a Product(s) in the order. To the extent possible and commercially reasonable, these special instructions will be followed. However, neither the Partner nor foodora is obliged to exchange or refund an order and/or a Product(s) accompanied by special instructions from You.

For special instructions related to allergens, allergic reactions, restrictions or dietary requirements, please contact the relevant Partner directly as per section 10.2-3 below before placing the order. In case You are particularly sensitive to contact with certain allergens, please note that neither foodora nor the Partner can guarantee that Your Product, despite any special packaging, will not be delivered in the same transport bag as Products containing such allergens.

4.4 Contractual party relationship regarding purchases of meals and other Products from Restaurants

When meals and other Products from Restaurants are purchased from You on the Platform, foodora acts as the seller of the Products prepared by the Restaurants. Hence, for such orders, You enter into an agreement with foodora.⁴

4.5 Contractual party relationship regarding purchases of food stuffs and other Products from Shops

When Products are ordered from Shops on the Platform, foodora acts as an intermediary and transporter of the Products sold by the Shop if You have not chosen Pick-Up from a foodora market. Thus, when ordering from Shops, You enter into an agreement with the Shop for the purchase of the Products, but You enter into an agreement with foodora for any delivery of the ordered Products.⁵

5.1 Price

Current prices for Products, delivery fee and the size of the service fee are displayed on the Platform at the time of visiting a Restaurant's or Shops partner page. foodora reserves the right to make any obvious typographical errors regarding price or other information. All prices on the Platform are displayed including VAT. For certain campaigns such as “Single Meals”, prices for Products, delivery fees and service fee are combined into one amount during the purchase process. The specific terms applicable to Single Meals is accessible/visible when ordering Single Meals on the Platform.

foodora has the right to update prices and/or content and other information about the Products. You are responsible to find out what prices etc. apply at the time when You place Your order.

5.2 Delivery fee

When ordering with delivery, the applicable delivery fee is displayed at the partner page on the Platform as well as in Your shopping cart. The delivery fee is based e.g. on the distance to the relevant Partner, the order volumes at the time You place Your order, and any offers related to the delivery fee at the time of ordering. Red or green arrows may temporarily appear to indicate increases or decreases of the delivery fee for certain Restaurants.

5.3 Minimum order value

When purchasing via the Platform, a minimum order value may apply to orders. The applicable minimum order value may vary between Partners but is always shown in Your shopping cart before You place the order. When ordering Products whose total value is less than the applicable minimum order value, You will pay the difference between the total value of the Products and the minimum order value applicable to the order. This amount may be deducted from the amount refunded in the event of a return.

5.4 Price reductions

In the event of a price reduction of Products in cases where Section 7a of the Price Information Act (2004:347) (Sw. prisinformationslagen) is applicable, the previous price will also be displayed, unless the price reduction concerns Products that can quickly deteriorate or become too old. This is generally done by displaying the previous price, i.e. the lowest price offered during the last 30 days before the price reduction, as a strikethrough in immediate connection with the reduced price.

5.5 Price based on weight

5.6 Recycling systems for packaging

Prices for beverages sold in bottles and cans are, where applicable, displayed excluding deposits. For any questions on how to reclaim deposits, please visit https://pantamera.nu/.

Furthermore, we and our Partners may cooperate with other third party suppliers regarding deposits on food containers as well. Such deposits are also, where applicable, excluded from the price of the relevant Product.

5.7 Bag fee

When placing orders from a Shop which includes Products that need to be delivered in a bag, You may be charged a bag fee which in those cases will be made visible at checkout.

6.1 How to make a payment

Unless otherwise agreed, payment for Your order shall be made to foodora at the time of ordering by bank/credit card, direct payment, or the other payment methods ("Payment Methods") offered on the Platform at the time of ordering.⁶ Valid Vouchers or Gift Cards (see definition below) can also be used to pay for Your order in part or in full. The Payment Methods available for Your order are displayed at checkout.

Please note that foodora cannot guarantee that all Payment Methods are always available and that they may be temporarily unavailable or restricted from time to time. foodora reserves the right to offer additional Payment Methods and/or remove existing Payment Methods at any time at its sole discretion.

With Your consent, Your bank/credit card or payment information may be stored with our third-party payment providers for future orders. foodora however does not store Your bank/credit card or payment information.

When purchasing Products for delivery You can give a tip to the rider by choosing a tip amount either in connection to making the payment, during the time delivery is carried out or after completed delivery.

Please note that for donations through the ShareTheMeal program, the World Food Programme will be the final recipient of Your donation.

6.2 No own payment services

foodora does not provide its own payment services to You or to third parties. All online payments are processed through the external payment service providers presented on the Platform. Consequently, by making a purchase via the Platform, You also accept, in addition to these Terms, the terms and conditions of the external payment service provider relevant to Your payment. For more information, please visit the respective external payment service provider's website.⁷

7.1 Campaigns, gift cards and vouchers

foodora may from time to time have offers in the form of campaigns and other types of discounts on the Platform ("Campaigns"). On the Platform, Customers can also purchase gift cards that can be used to purchase Products on the Platform ("Gift Cards"). foodora may also offer You credits that can be used to purchase Products on the Platform ("Vouchers"). Vouchers cannot be used to purchase Gift Cards.

foodora may also offer Vouchers to compensate for delays or other problems with Your order. Such Vouchers are issued at foodora's sole discretion and are valid for seven (7) days from the date of issue. You can find such Vouchers under the "Vouchers" tab in Your profile. Please note that these types of Vouchers are not the same as the Vouchers that may be issued as a result of a complaint, see more under section 12.1.

Gift Cards and Vouchers with a fixed nominal value can be redeemed when an order is placed either to pay in full or in part for Products, delivery and other fees when ordering via the Platform, unless otherwise specifically stated for the Voucher or Gift Card.

The Vouchers that foodora issue are generated due to different reasons and therefore have different areas of use. Firstly, there are Vouchers that contain offers such as different discounts. These Vouchers usually have a limited validity period. Further, foodora may issue Vouchers to compensate for delays or other problems with Your order. Such Vouchers are issued at foodora's sole discretion and are valid for seven (7) days from the date of issue. foodora may also issue Vouchers following Your complaint of an order. Alongside Vouchers, there is also the foodora wallet which is described below under section 8.

Should foodora issue any kind of Voucher, You can find them under the "Vouchers" tab in Your Profile.

7.2 Restrictions on use

The following restrictions apply to Campaigns, Gift Cards and Vouchers:

• Certain Partners and Products may be excluded from Campaigns, Gift Cards and Vouchers.
• Gift Cards and Vouchers are not redeemable for cash and can only be used once.
• Gift Cards and Vouchers are consumed upon use regardless of using the full amount or not and can only be used before completing the order.
• foodora does not add Campaigns, Gift Cards or Vouchers to orders afterwards.
• Once the validity period specified for the Gift Card or Voucher has expired, it can no longer be used as a means of payment for purchases on the Platform, nor can it be reactivated, nor will any credits or remaining values be refunded.

Please note that Campaigns, Gift Cards and Vouchers cannot be used on Products for which age restrictions apply. However, for orders containing both age restricted and non-age restricted Products, the relevant Campaign, Gift Card or Voucher will be applied to the non-age restricted Products.

If foodora offers You introductory or "trial" prices, they are valid only once (1) per registered user.

Generally, Gift Cards, Vouchers and introductory prices are personal and in these cases it is prohibited to resell them to third parties unless authorized by foodora. If You misuse, or otherwise use Campaigns, Gift Cards and/or Vouchers or introductory prices in an inappropriate, fraudulent or unauthorized manner, foodora may terminate, withdraw or invalidate them and also reserves the right to charge You for costs and expenses related to such activity and to suspend You from the Platform.

In addition to these Terms, other terms and conditions may apply to the use of Campaigns, Gift Cards, Vouchers and introductory prices. Such other terms and conditions may then apply in conjunction with these Terms.

8.1 About foodora wallet

foodora wallet is a feature on the Platform that You can use when making purchases of meals and other Products that You can find at Restaurants on the Platform. foodora wallet cannot be used when purchasing Products from Shops. These terms regarding foodora wallet is an integral part of the Terms, which apply to the use of foodora wallet, including terms regarding use of the Platform, execution of orders, our delivery terms etc.

The balance in Your foodora wallet can increase either from You receiving so called cashbacks (see more under section 8.2 below) and/or refunds in the form of vouchers to Your foodora wallet, below referred to as “wallet vouchers” (see more under section 8.3 below).

If the balance of Your foodora wallet is positive, You can use it when making purchases of meals and other Products that You can find at Restaurants on the Platform. If the balance of Your foodora wallet is lower than the cost for the Product You wish to buy, You can use Your debit or credit card to settle the part not covered by the balance of Your foodora wallet (hereinafter a “mixed payment”). A mixed payment can only be made using a debit or credit card and not with other Payment Methods such as Swish. You cannot move the balance from Your foodora wallet to other accounts registered on the Platform or external bank accounts or other external accounts. Please note that foodora wallet can only be used to pay for meals and other Products from Restaurants and not for orders of Products from Shops.

For information on further limitations of foodora wallet, see section 8.4 below.

8.2 Cashbacks

Cashbacks are different economic rewards to Your foodora wallet, that foodora, in its own discretion, can assign to You when You use foodora wallet. If cashbacks are available and Your order meets the requirements for using/earning the cashback, You can add it to Your order and then receive the amount it carried in Your foodora wallet. Cashbacks can then be used on Your next purchase. Please note that when You choose to earn/add a cashback to an order, it will not reduce the amount to be paid for the order where the cashback is earned. Instead, the cashback will automatically be added to Your foodora wallet. Cashbacks have a limited period of validity.

8.3 Wallet vouchers

By marking the checkbox ”Refunds to foodora wallet” (that You’ll find under the gear icon and "Settings for refunds"), You can choose to activate and/or inactive the possibility to receive wallet vouchers to Your foodora wallet instead of refunds to the original Payment Method due to orders being canceled or subject to complaint. ”Återbetalning till foodora wallet” means that all refunds due to canceled and/or faulty orders will automatically be transferred to Your foodora wallet in the form of wallet-vouchers. The automatic transfer of wallet vouchers to Your foodora wallet will continue up until You choose to deactivate the feature via the checkbox “Återbetalning till foodora wallet”.

Please note that Your choice to receive wallet vouchers instead of refunds will only apply to refunds made as a result of purchases of meals and other Products that You can find at Restaurants where payment was originally made with a debit or credit card. Purchases of Products from Shops or purchases of meals and other Products that You can find at Restaurants where payment was made with other Payment Methods, e.g. Swish, will instead be refunded to the original Payment Method.

Wallet vouchers issued as a result of canceled orders, refers to situations where foodora has canceled an order before it was delivered to You, or picked up by You. Other wallet vouchers are issued as a result of You contacting us and complaining about an order where we accept to refund the purchase price of said order to You, see more about complaints in section 12. In both situations You will receive a wallet voucher in Your foodora wallet that corresponds to the order value, instead of a refund to the Payment Method used for Your original purchase.

Provided that You have not spent a wallet voucher, You have a right of withdrawal within 120 days from the day You received the wallet voucher. You exercise Your right of withdrawal by contacting our customer service, whereafter the wallet voucher will disappear from Your foodora wallet while the value of the refund will instead be transferred to the debit or credit card that You used for the original purchase. It is not possible to transfer the balance of Your foodora wallet to another debit or credit card or other Payment Method or other account than the one used for the original purchase. These terms for right of withdrawal are specific for foodora wallet, for terms applicable to other purchases on the Platform we refer you to section 12.2.

8.4 Other information about foodora wallet

When the balance of Your foodora wallet is used to pay for all or parts of an order from a Restaurant, any balance consisting of cashbacks will be used first while balance consisting of wallet vouchers will be used last.

If You have made a purchase using only the balance in Your foodora wallet where the order in question is canceled or deemed defective/faulty according to what is mentioned in section 12, You’re refund will automatically go to Your foodora wallet. This also applies if You, at the time of the purchase, have deactivated “Återbetalning till foodora wallet”.

The balance of Your foodora wallet cannot exceed SEK 11 500. When the limit is reached, refunds will no longer be converted to wallet vouchers in Your foodora wallet. The value will instead be directly refunded to the Payment Method used for the relevant purchase. You will not be able to receive cashbacks either.

When using foodora wallet, the rules and obligations found in section 16 and 17 (among others) in these Terms apply and foodora is entitled to cancel Your foodora wallet if we suspect that You are breaching these Terms. You are responsible for making sure that no unauthorized person uses Your foodora wallet and foodora is not responsible for any potential damage that You might be caused due to any unauthorized use of Your foodora wallet.

foodora may at its own discretion implement new features and/or change the current features of foodora wallet. If You cancel Your account with foodora, any outstanding balance of Your foodora wallet will be forfeited.

9.1 Delivery time

The delivery time and pick-up times for Pick-Up indicated at the time of Your order and after completed payment, are approximate and may change due to traffic or weather conditions and other reasons beyond foodora's control. In the event that a delivery is delayed or cannot be completed, we will notify You as soon as possible. Under certain circumstances, You may be entitled to compensation for delivery delays.

For orders delivered by the Partner itself, foodora may ask You to contact the Partner directly in case of delivery problems or delays.

9.2 Delivery

When You place an order on the Platform with delivery (direct or pre-ordered), You confirm and agree that the ordered Products will be delivered to the address You provided for the relevant order. Please note that delivery can only be made to locations at addresses that our couriers can locate and reach.

Prior to delivery, You are responsible for:

• being available to receive in-app messages and/or calls at the telephone number You have provided on the Platform; and
• being available at the specified delivery address to receive the order unless You have indicated in advance that it should be delivered to Your doorstep

If You are not available at the time of delivery, foodora or the Partner has the right to leave the delivery outside the door, even if You have not agreed to this in advance. However, this only applies insofar as there are no restrictions regarding the ordered Product(s), e.g. if customer identification or similar is required upon delivery. Please note that foodora, or where applicable the Partner, is under no obligation to deliver orders outside the door if there are limitations thereto or if it is otherwise deemed inappropriate by foodora or the Partner. This applies regardless of You having agreed to this in advance or not.

foodora or the Partner reserves the right to cancel the order in the event that delivery cannot be fulfilled due to any of the following reasons:

• the courier cannot reach You;
• You or Your representative upon receipt of an order containing Products that require identification and/or for which age requirements or other restrictions apply, cannot provide valid means of identification, is a minor, is perceived to be intoxicated or under the influence of drugs or otherwise does not meet the requirements for delivery or there is otherwise particular reason to suspect sale, furnishing or provision of the Products to minors;
• You have provided incomplete and/or incorrect information when ordering; or
• You act violently or offensively towards, or threaten, the courier.

In case an order is canceled due to any of the above reasons, You will forfeit the right to any refund and will be charged the full price of the Products and/or any other costs incurred by foodora or the Partner in connection with Your order of the Products, such as return costs.

Once the order has been delivered to Your specified delivery address, the risk of loss of, or damage to, the Product(s) passes to You. Neither foodora, nor, where applicable, the Partner, is responsible for any loss or damage to Products that occurs after delivery.

9.3 Pick-up

If You have chosen Pick-Up at the time of ordering, the Product(s) shall be collected by You at the Partner's place of business at the time indicated on the Platform at the time of ordering. Depending on the type of Product(s) You ordered, the Partner may require You to identify Yourself with a valid ID when collecting the order. In the same way as for delivery, see section 9.2 above, the Partner may refuse delivery in the event of any of the circumstances listed there.

Some Products may be adversely affected by Your failure to pick them up at the time indicated on the Platform at the time of ordering, such as refrigerated and frozen goods. foodora, or where applicable the Partner, is not responsible for any deterioration or any impact that may result from Your failure to pick up the Products on time.

If the order is not collected within a reasonable time after the specified pick-up time has passed, usually 30 minutes depending on the Products ordered and the opening hours of the relevant Partner, You may be charged the full price for the Products to the extent that they cannot be resold and/or for any other costs incurred by foodora or the Partner in connection with Your order.

Once You have collected the order, the risk of loss of, or damage to, the Product(s) passes to You. Neither foodora nor the Partner is responsible for any loss or damage to Products that occurs after pick-up.

10.1 Division of responsibilities between foodora and the Partner

Meals and other foodstuffs made available for purchase on the Platform are, where applicable, prepared and packaged by Partners. foodora does not prepare and is not involved in the preparation, cooking or packaging of the Products. In these cases, it is the Partner's responsibility to be registered as a food business with the local authorities and to comply with the requirements of the Swedish Food Agency.

foodora has procedures in place to confirm that Partners who handle meals and foodstuffs are registered with the relevant authority, but do not carry out their own checks on the Products. foodora only handle Products to the extent necessary to carry out, where applicable, their delivery to You

10.2 Information about content of meals

The Partner preparing meals made available through the Platform provides a list of, and other information about, the ingredients of the meal. This is presented on the Platform, but foodora cannot guarantee that the information is accurate and up-to-date at all times as the Partner may have replaced or supplemented an ingredient included in the meal without our knowledge. For more information on e.g. allergens, ingredients or the origin of an ingredient, we therefore ask You to contact the Partner directly via the contact details available on the respective Restaurant's partner page on the Platform under the tab "Reviews & info" or via a link found at the bottom of the Restaurant's menu page on the Platform.

Unless otherwise specified, the meals are intended to be consumed immediately after they are delivered to You and we are not responsible for the quality of the meal if it is consumed later

10.3 Information about content of foodstuffs

On the Platform, product information is provided for all Products in the form of foodstuffs, but foodora cannot guarantee that the information on the Platform is accurate and up-to-date at all times. Before consuming a Product, it is therefore important that You carefully read any table of contents, especially if You are sensitive to any particular allergen. In the event of conflicting information, the table of contents on the Product's packaging always prevails over the product information on the Platform.

If You have any questions regarding ingredients in foodstuffs sold on the Platform, You are welcome to contact the Shop directly via the contact details available on the respective Shop’s partner page on the Platform under the "Shop information" tab on web and “i” on app.

10.4 Maintenance of quality

The Partner assembles and prepares Your order for delivery or Pick-Up immediately or as pre-ordered, similar to shopping directly in a store. Therefore, in order to ensure that the Products maintain their quality upon delivery and that refrigerated goods are picked up without delay, Your order will not be sent to the Partner until we have an available courier.

12.1 Complaints

If You place an order as a private individual/consumer, You have the right to complain about the order within three (3) years from the time of purchase in case Products are missing or if the Products that have been delivered to You are defective, incorrect or otherwise not in accordance with Your order. To do so, please contact our customer service with a description of the problem within two (2) months from when You noticed/should have noticed the defect/fault.

Once we have received Your complaint, we notify You. We will then examine the case as soon as possible to identify the problem and find a solution in accordance with applicable consumer protection legislation. We may also involve the Partner who prepared or packed the order in the complaint process and request additional information from You.

If we determine that the order complained about was incorrect and entitles You to a full refund, You may choose between receiving a refund via the same Payment Method used for the purchase or receiving a refund in the form of a Voucher that can be used for future purchases on the Platform. A Voucher that acts as a refund is, unlike other types of Discount Codes under section 7, valid for 30 days. If You have activated “Återbetalningar till foodora wallet”, You will receive the refund as a wallet voucher directly to Your foodora wallet, see more in section 8 above.

Please note that even if we determine that the order is not eligible for a full refund, our customer service team may issue Vouchers as a partial refund. Such Vouchers are also valid for 30 days but cannot be combined with other offers, Vouchers or Campaigns.

Please note that the terms applicable to Vouchers in general in accordance with section 7 above also apply to Vouchers obtained as refunds.

12.2 The right of withdrawal

12.2.1 About the right of withdrawal

If You place an order as a private individual/consumer, You have the right in some cases to withdraw from the contract, i.e. exercise Your right of withdrawal, see section 12.2.2 below

Please note that by placing an order, You give Your explicit consent to having the delivery service begin as soon as Your order is accepted and that You thereby agree that the right of withdrawal is forfeited upon completion of the service.

Other examples of situations where Your right of withdrawal does not apply when ordering from the Platform are:

• The purchase of meals, foodstuffs or other Products with a short shelf life or which can quickly deteriorate or expire;
• The purchase of a Product that was sealed by delivery but where the seal has subsequently been broken by You and the Product cannot reasonably be returned due to health or hygiene reasons;
• The purchase of Products in the form of a single issue of a newspaper or magazine;
• The purchase of Products which are inherently mixed with other Products after delivery and therefore cannot be distinguished.

For an exhaustive list of exceptions to the right of withdrawal, please see the Act on Distance Contracts and Off-Premises Contracts (2005:59) (Sw. lag om distansavtal och avtal utanför affärslokaler).

The right of withdrawal neither applies to orders that have already been returned to foodora or the Partner due to delivery not being possible and where You have not prior thereto informed us that You wish to exercise Your right of withdrawal. In the event of a failed delivery attempt, the order will instead be canceled and we reserve the right to charge You for the costs in accordance with section 9.2 above.

12.2.2 Exercising Your right of withdrawal

If You wish to exercise Your right of withdrawal, please inform our customer service or the relevant Partner by a clear notice thereof within 14 days from the day You receive the Product or, where the order consists of a Product made up of several parts, an essential part of the Product.⁸. Who You should inform, i.e. who is the seller of the Product(s) in question, is stated on the receipt, see section 12.2.3 below regarding returns to Shops. When it comes to returns of Products from Restaurants, You can notify our customer service directly. You can find contact details to our customer service in section 21. Please note that we and our Partners may refuse Your return if it is not made within the notice period.

When You want to exercise Your right of withdrawal, we recommend that You specify at least the following:

• that You wish to withdraw from the purchase;
• Your order number and the date of the order; and
• which Products You wish to return as well as Your name and address.

You can use our form for exercising Your right of withdrawal, see here, but You can also use the form provided by the Swedish Consumer Agency here.

12.2.3 How to return a Product

Returns of Products sold by Shops should be made directly to the Shop’s point of sale unless otherwise specified by foodora or the Shop in question.

The Product must be returned by You to the Shop’s place of business within 14 days from the date of Your notice regarding Your wish to exercise Your right of withdrawal. For information on the Shop and its opening hours and address, see the Shop’s partner page or the information on Your receipt. If You choose to send the Product to the Shop by post, You are responsible for any shipping costs.

Remember to ensure appropriate means of return and pack the Product appropriately to protect it from transport damage in transit as You may be held liable if the Product is damaged (provided that we can prove that You have been negligent).

When returning Products from Restaurants where the right of withdrawal still applies, further information on the return address will be provided to You in our confirmation of Your return. Nevertheless, the return must still be made within 14 days from Your notification of the exercise of Your right of withdrawal and You are still obliged to pack the Product in a way suitable for the return.

12.2.4 Refund of returns

After foodora's or the Partner's acceptance of Your return, the refund will be made with the same Payment Method that You used to place the order, unless otherwise agreed or stated in these Terms. If, upon return, the Product has been used, handled or packaged negligently by You, or if You have otherwise handled the Product to a greater extent than is necessary to determine its characteristics or function, foodora or the Partner is entitled to deduct from the amount to be refunded a sum corresponding to the Product's reduction in value compared to the Product's original value.

In the case of orders from Shops, the Partner is responsible for handling and approving returns in its capacity as the seller. Refunds may therefore be conditional on the Partner regaining the returned Products or receiving proof that the Product has been returned.

12.3 Limitations on refunds

Please note that foodora does not reimburse the cost of delivery or other services performed in connection with the handling of Products that have been complained about or returned. foodora neither reimburses costs related to the minimum order value or the service fee. If You have paid parts or all of Your order with Vouchers, or if Your order has been subject to other Campaigns, the cost will not be refunded except as regards Gift Cards or Vouchers. As previously stated, You are responsible for the shipping costs associated with any returns.

18.1 General

In addition to Your private account, Your employer can offer You a business account via foodora's business solution "foodora Business", where You can make business purchases according to the agreement with Your employer. Hence, If You, via Your employer, get access to an account on foodora Business, You will have the opportunity to place orders either via Your private account or Your foodora Business account, and You may therefore switch between being a private user and a business user on the Platform. Thus, if You have access to both kinds of accounts, You must pay careful attention to which account You are logged in to when making purchases on the Platform.

It is important to know that You and foodora do not enter into an agreement when You, via Your employer, get access to foodora Business or when You make purchases on Your foodora Business account. Instead, agreements are made between foodora and Your employer. This also means that the orders You place via Your foodora Business account are not subject to consumer protection rules. However, in all other aspects these Terms apply in full.

You as a user of a foodora Business account are aware that foodora, in accordance with the agreements entered into with Your employer, may under certain circumstances shut down Your account. See examples of such situations in section 17.1.

If You want to delete Your foodora Business account, please ask the manager of Your account to delete Your account, or send an email to corporate@foodora.se.

You can easily find out what applies to the use of Your foodora Business Account under the "Allowances" tab and otherwise it is up to You to inform Yourself of the rules and conditions set by Your employer for Your use of foodora Business.⁹

21.1 Customer service

If You have any questions about the Platform, Products or orders or if You experience any problems with Your account, You are welcome to contact our customer service via email at support@foodora.se (for private customers) or corporate@foodora.se (for foodora Business customers) or, after a purchase has been made, by writing to our customer service via our chat-function. You can also find answers to many common questions in the "Help Center"-tab on the Platform. On our website You can find up-to-date information on opening hours of our customer service.

21.2 Translation tool for chats with artificial intelligence (AI)

To provide You with faster and more accessible customer support, we may utilize AI Chat Translation Tools to translate chat conversations between You and our customer service. Since these translations are generated by AI they may contain inaccuracies or errors and therefore we cannot warrant the complete accuracy, reliability, or context of the translations. You may at any time during a chat request for the conversation not be translated by AI or to be transferred to an agent who can communicate in Swedish.