Customer terms

Version and changes

Version 2, in effect from 27 Sep 2026. Each order follows the version in force when you place it. We tell you about a change to the terms of your account by email at least 30 days before it applies.

Who sells what

• The restaurant sells you the food and is responsible for it, including its allergen information. Its company name and business ID are shown at checkout and on your receipt.
• The courier you choose sells you the delivery at their own price and is responsible for it.
• Fairloco Oy runs the marketplace and sells you only the marketplace service for 0,50 € per order. Fairloco sells neither food nor delivery.
• Fairloco takes your payment for the restaurant and the courier through our payment provider Stripe, handles refunds and support and gives you the receipt in their name. Paying Fairloco settles what you owe them.

How ordering works

• Choose your dishes and pickup or delivery. For delivery you choose the courier yourself from those online now. Nothing is preselected, and each courier sets their own price.
• Check your order before you pay. You can change it in the basket until you press Order and pay.
• When you press Order and pay, your card or wallet is authorised for the total. You are charged only when the restaurant accepts. The food is sold to you when the restaurant accepts, and the delivery when the courier accepts.
• If the restaurant declines or does not answer within 4 minutes, the authorisation is released and you are not charged.
• If your courier does not accept in time, you can choose another one. You are never charged more than the amount you approved.
• Your first order can be at most 150,00 €.
• You get your receipt by email after the restaurant accepts.

Prices and payment

• Prices include VAT. The basket and checkout show the food, the delivery price, the service fee and the total before you pay.
• Tips are optional, have no default amount and can be up to 50,00 €. The tip goes to your courier, and only the card fee for the tip is deducted.
• You can also tip within 24 hours after delivery.
• Discount codes are personal and tied to your account, and they cannot be exchanged for money. We tell you who pays each discount.

Cancelling and withdrawal

• You can cancel free of charge until the restaurant accepts your order.
• After the restaurant accepts, your food is being made, so cancelling does not refund it. If something is wrong, use Something wrong? in your order or contact us.
• No right of withdrawal for the food and the delivery: food spoils quickly and is made and delivered right away.
• Fairloco's service is performed when you order, but you can still withdraw from the Fairloco service within 14 days of the order and get the 0,50 € service fee back. Tell us at hola@fairloco.com.

Pickup and delivery

• For pickup, collect your order at the restaurant when it is ready. The restaurant made your food, so it is paid even if you do not come. Contact us, and a person decides on any refund.
• The delivery time we show is an estimate. The courier delivers without undue delay after pickup.
• For an order over 60,00 €, the courier hands it to you and asks for a 4-digit code.
• If you choose Leave at door, the delivery is complete when the courier leaves your order at the door you gave. Please take it in right away. Hot and chilled food is best eaten or refrigerated promptly.
• If the courier cannot find you, they wait 10 minutes and try to reach you through Fairloco. After that the delivery can end, and a person at Fairloco decides on any refund.

Missing, wrong or faulty food

• Report missing or wrong items in your order view within 48 hours. This is the quick way, not a deadline: you can also tell us later by email, and a notice within two months of noticing a fault is always in time.
• If your food is faulty, you have the right to have it fixed, replaced or refunded by the restaurant under consumer law. These terms do not limit your rights under consumer law.
• Refunds go back to the payment method you used within 5 working days of the decision.
• Only a person can decline a claim, and you always get the reason. You can then take the matter to the Consumer Disputes Board free of charge, and get advice from the consumer advice service of the Finnish Competition and Consumer Authority.
• A goodwill refund never requires you to give up your claims against the seller.

Allergies

The restaurant is responsible for the allergen information of its dishes. Restaurants prepare food in kitchens that handle allergens, so cross-contact is possible. If you have a severe allergy, add an allergy note.

An allergy note is health information. We send it to the restaurant only with your consent, the restaurant must acknowledge it before accepting your order, and we delete it after 30 days. It is never sent to an AI model.

Support and the AI assistant

Our support uses an AI assistant together with people. The first AI reply says so, and you can reply HUMAN at any time to reach a person. The AI assistant can approve refunds within set limits, but only a person can decline one. What our support tells you binds Fairloco.

Reviews

You can review the food of a completed order once. The restaurant can reply, but it cannot change, hide or remove your review. Couriers are never rated.

Content rules and reporting

Reviews and order messages must not contain anything illegal, abusive or misleading. Order messages cannot contain phone numbers or email addresses. You can report any content to us at hola@fairloco.com. An automated system may sort reports, but a person decides, and we tell you the outcome and the reason.

Your account

You can order with an account or as a guest with your email address. You can delete your account at any time when no order is in progress. We suspend an account only for misuse such as fraud. A person makes that decision and tells you why, and you can ask for a review.

Fairloco's responsibility

Fairloco is responsible for its own service: the marketplace, handling your payment, support and showing the restaurant's information as the restaurant gave it. We do not limit any liability that the law does not allow us to limit, including liability for personal injury or our own negligence.

Law, language and disputes

Finnish law applies, and these terms never limit your rights as a consumer. The Finnish and English versions are equally valid, and if they differ, the one that is better for you applies. Contact us first at hola@fairloco.com. You can also take a dispute to the Finnish Consumer Disputes Board.