Restaurant terms

Version and changes

Version 2, in effect from 27 Sep 2026. You accept the terms in the partner portal before your restaurant goes live.

We tell you about every change by email with the full new text and a summary at least 15 days before it applies, and at least 30 days before for a higher commission, a new deduction or a change to how restaurants are ordered. You can end the agreement before a change applies. A change never applies to orders that were placed before it.

Who sells what

You sell the food to the customer in your own name and are responsible for it: its safety, the information about it, its packaging until you hand it over, and your own VAT. Independent couriers sell the delivery directly to the customer. Fairloco Oy sells only its marketplace service and never buys or resells your food. Your company name and business ID are shown as the seller on your menu, at checkout, on the order page and on the receipt.

What you authorise Fairloco to do

Check your monthly sales and payout statement and tell us about any error within 14 days.

• Publish your menu, prices, opening hours and seller details on Fairloco.
• Make the sale in your name when you accept an order.
• Use Fairloco's customer terms in force when the order is placed as the terms of sale between you and the customer.
• Collect the customer's payment for you through our payment provider Stripe. A payment to Fairloco settles what the customer owes you.
• Give customers receipts and credit notes in your name and on your behalf.
• Make the refunds that these terms allow.

Fees

• Commission: 1,50 € per delivery order and 0,50 € per pickup order, including 25,5 % VAT. No percentage of your sales.
• Customers pay Fairloco a 0,50 € service fee per order. It is not taken from you.
• We send you a commission invoice for each month by the 5th day of the next month. The commission is paid by deducting it from your payouts.
• Fairloco Kitchen tablet: if you buy one from us, the price is 130,00 € including VAT. We deduct it from your payouts, at most 20 % of a payout, until it is paid, and the tablet is yours when it is paid in full. Faults in manufacture are covered for 12 months.

Payouts

• We pay your earnings from Fairloco's business account to your own IBAN at any SEPA bank. You do not need a Stripe or Revolut account.
• Payouts run every day for orders completed at least 48 hours earlier, the time customers have to report a problem in the app. During your first 14 days the wait is 72 hours.
• A person at Fairloco approves every daily payout batch, so a payout can sometimes arrive a banking day later.
• A payout is your food sales less the commission, refunds that you fund under these terms and any tablet deduction. You see every order, deduction and payout in the partner portal.
• Your monthly sales and payout statement is ready by the 5th day of the next month as a page you can print or save as PDF, and as CSV. It is your bookkeeping document, not an invoice by you, and it stays available for at least 6 years.
• Changing your payout IBAN needs a fresh sign-in check, and payouts to a new IBAN wait 72 hours.
• We hold only the part of a payout that has a reason we tell you, such as an open customer claim, a missing IBAN or a frozen account. The rest is paid as normal.

Orders

• You accept or decline each order yourself in Fairloco Kitchen. If you do not answer within 4 minutes, the order is cancelled and the customer is not charged.
• The customer is charged when you accept. Have the order ready at the time you give.
• If you accept an order but do not prepare it, only a person at Fairloco can cancel it (reason code restaurant_not_prepared). The customer then gets the full amount back, the order is not paid out to you and no commission is charged for it, and we email you the reason and how to ask a person to review the decision.
• If a customer adds an allergy note, you read and acknowledge it before you can accept the order, and you use it only to prepare that order.
• You can pause new orders or close for the rest of the day at any time in Fairloco Kitchen. If no Kitchen device of yours is connected, Fairloco stops taking orders for you until one is.
• Hand the food over only in closed packaging that keeps it at the right temperature for the expected delivery time, with hot and cold food packed separately.

Food, allergens and what you may sell

• You are responsible for food safety and for the food information you give. Your food premises are registered with the food authority, and the registration covers takeaway and delivery sales.
• You give correct and complete allergen information for every dish and option and confirm it yourself.
• Menu prices include VAT. Pre-packed products carry the labels that the law requires, in Finnish and Swedish.
• You do not sell alcoholic drinks, tobacco or nicotine products, energy drinks, medicines, food supplements, CBD or hemp extracts, live animals or anything else that is not food or drink.
• You keep liability insurance for your business, and you are responsible to Fairloco for claims caused by your food or your food information.
• You do not make general environmental claims about your food or business on Fairloco, and you do not use labels that are not certified.

Where your restaurant is shown

We show your restaurant on Fairloco's public pages and in the apps, in search engines and AI search tools through structured data, Markdown pages and llms.txt, and through links you share, such as your Google Business Profile. We add a new channel, such as a public API, only by changing these terms.

How restaurants are ordered

Restaurant lists show the nearest restaurant first, measured from the centre of the area, and restaurants with the same distance by name. Search results are ordered only by how well the text matches. No restaurant can pay for a better place, and reviews, popularity and sales do not affect the order. These are the listing rules version 1, described on the How this list is ordered page. A change to them is a change to these terms.

Your prices and other channels

You may set any prices on Fairloco and sell at any prices elsewhere, including on other platforms and in your own shop. Fairloco never asks you to match prices. You may sell on other platforms, and you may work with couriers directly. There is no exclusivity and no ban on competing.

Your content and data

• You give Fairloco a licence to use your menu texts and images only to show your restaurant on Fairloco and to market it. The licence ends 30 days after the agreement ends.
• You confirm that you have the rights to the images and texts you give us. We do not use your content to train AI models.
• We copy your menu only from your own website, file, photo or CSV, never from another delivery platform.
• You can see and download your orders, payouts and statements in the partner portal while the agreement lasts and for 30 days after it ends.

Customer claims and refunds

• Customers can report missing or wrong items in the app within 48 hours, and later through support, as consumer law allows.
• You see each claim in Fairloco Kitchen and can accept or contest it within 24 hours of your opening hours, counted only while you are open, and at least until the end of your next opening day. If you do not answer in time, the claim counts as accepted.
• A claim you accept is refunded to the customer and deducted from your payouts (from the next payout if that order has already been paid), with the order and the reason shown.
• A claim under 15,00 € that the customer opens is paid to the customer at once at Fairloco's cost, within our limits for each customer. Your answer then decides whether it is deducted from you.
• A person at Fairloco decides every contested claim and tells you the reason. Only a person can decline a claim.
• Fairloco handles card disputes. We charge a disputed amount to you only when a person decides so under these terms, and we tell you why. A goodwill refund that Fairloco decides on its own is Fairloco's cost.

Content rules and moderation

Your menu, images and replies must not contain anything illegal or misleading, other people's images without permission, or items you may not sell. Anyone can report content to us at hola@fairloco.com. An automated system may sort reports, but a person decides, and we tell you the reason for any removal or restriction and how to ask for a review.

Restricting, suspending and ending

• We can restrict or suspend your restaurant, or end the agreement, only for these reasons: you break these terms or the law, a food authority suspends or restricts your operations, there are serious or repeated food safety or allergen problems, there is fraud or a clear risk of fraud, your company is dissolved, bankrupt or removed from the trade register, you match a sanctions list, or your account or payout details are misused.
• A person at Fairloco makes every such decision. We tell you the reason before the restriction starts, or at the latest when it starts.
• We end the agreement with 30 days' notice. We act faster only when the law requires it or you have repeatedly broken these terms, and we still tell you the reason.
• You can end the agreement at any time by telling us. Orders that are already placed are completed or refunded.
• You can ask a person to review any automatic decision.

Complaints and mediation

You can complain to us at hola@fairloco.com about anything in these terms or how we apply them. A person reviews every complaint and answers within 10 working days. We are also willing to use mediation to settle a dispute.

Personal data

You are an independent controller of the order details you receive. Use them only to prepare that order, not for your own marketing, do not keep door codes or addresses after the order, and tell us about any data breach without delay. The privacy notice explains how Fairloco processes personal data.

Taxes and DAC7

You are responsible for your own taxes and VAT. Fairloco reports seller information and sales to the Finnish Tax Administration under the EU DAC7 rules, and the information you give us must be correct.

Language and law

These terms are in Finnish and English. If they differ, the Finnish version applies. Finnish law applies. A dispute that we cannot settle together is decided by a Finnish district court. Questions: hola@fairloco.com.