Terms & Conditions

PayperPlates (“PayperPlates”, “we”, “us”) operates an online ordering and delivery platform for independent restaurants. We provide the software: branded storefronts, menus, checkout, kitchen and dispatch tools, an admin console, driver apps, and AI assistants.

We do not make, sell, or deliver food. Each restaurant on the platform sells its own food under its own name and is responsible for it. When you place an order, your contract for that food is with the restaurant, not with us.

These Terms are organised as follows:

Part A · Everyone

Sections 2–8. Accounts, acceptable use, messaging, intellectual property, and suspension. These apply to every user of the platform.

Part B · Diners

Sections 9–13. Placing orders, prices and taxes, allergens, delivery and pickup, cancellations and refunds.

Part C · Restaurants

Sections 14–19. Subscription and fees, payment processing, menu and allergen accuracy, staff accounts, data ownership, and AI opt-in.

Part D · Drivers

Sections 20–23. Eligibility, independent contractor status, location data while on shift, conduct, and deactivation.

Part E · Legal

Sections 24–31. AI assistants, payment card security, accessibility, disclaimers, liability, indemnity, governing law, and changes.

By creating an account, placing an order, accessing a restaurant admin console, or accepting deliveries through the platform, you agree to these Terms. If you do not agree, do not use the platform.

You must be at least 16 years old to hold a PayperPlates account, at least the age of majority in your province to enter a restaurant or driver agreement, and legally able to form a binding contract. The platform is not directed at children.

If you accept these Terms on behalf of a business, you represent that you have authority to bind that business, and “you” means that business.

Accounts are verified by SMS one-time passcode. You are responsible for keeping control of the phone number and any password on your account, and for everything done through it.

• Provide accurate registration information and keep it current.
• Do not share credentials, one-time passcodes, or manager PINs. Restaurant staff must each use their own account.
• Tell us immediately at security@payperplates.ca if you believe your account has been accessed without permission.
• You may close your account at any time. Closing it does not erase records we are required to keep — see the Privacy Policy.

Guest checkout is available for diners who prefer not to create an account. Guest orders are still tied to a verified phone number so we can send order updates and so restaurants can reach you.

You agree not to:

• Place fraudulent, abusive, or deliberately false orders, or use stolen or unauthorised payment credentials.
• Harass, threaten, discriminate against, or abuse restaurant staff, drivers, other diners, or our team.
• Scrape, crawl, or bulk-extract menus, prices, customer data, or any other content, or use automated tools against the platform without our written permission.
• Probe, scan, or test the security of the platform, bypass rate limits or bot protection, or attempt to access data belonging to another restaurant, diner, or driver. Good-faith security research is welcome — contact security@payperplates.ca first.
• Reverse engineer, decompile, resell, sublicense, or create a competing service from the platform.
• Upload content that is unlawful, infringing, deceptive, or that misrepresents food, allergens, pricing, or business identity.
• Use the platform to send unsolicited marketing, or to collect contact details for use outside the platform without consent.

Transactional messages. When you place an order we send SMS and email about that order — confirmation, status changes, and delivery progress. These are necessary to provide the service and are not marketing. Delivery orders receive at most three SMS updates and pickup orders at most one.

Marketing messages. We and restaurants only send promotional messages if you opt in. Under Canada’s anti-spam legislation (CASL) you may withdraw that consent at any time — reply STOP to any SMS, use the unsubscribe link in any email, or change your notification settings in your account. Withdrawal takes effect promptly and does not stop transactional messages.

Push notifications. Web and app push is opt-in through your browser or device and can be revoked there or in your account settings at any time.

Standard message and data rates from your carrier may apply. We are not responsible for messages delayed or blocked by your carrier or device.

The platform — its software, design, documentation, and the PayperPlates name and marks — belongs to us and our licensors. We grant you a limited, revocable, non-exclusive, non-transferable right to use it as permitted by these Terms. Nothing else is granted.

Restaurants keep ownership of their own content: menus, item descriptions, photography, logos, and brand assets. See section 18 for the licence you grant us to host and display that content.

If you believe content on the platform infringes your copyright or trademark, write to legal@payperplates.ca with enough detail to identify the work, the material, and your authority to act. We remove infringing material and may terminate repeat infringers.

The platform depends on third parties to work: payment processing, SMS and email delivery, maps and address lookup, courier dispatch, hosting, and AI. A current list, including what each one receives and where it operates, is in the Privacy Policy.

Where you interact with a third party directly — a courier network, a mapping provider, an app store — that provider’s own terms also apply to you. We are not responsible for third-party services we do not control, and an outage at one of them may interrupt the platform.

We may suspend or terminate access — for any party — where we reasonably believe there has been fraud, a serious or repeated breach of these Terms, a risk to the safety of people using the platform, a legal requirement, or non-payment.

Where circumstances allow, we give notice and an opportunity to fix the problem first. For risks involving fraud, safety, or security we may act immediately and explain afterwards. Restaurants can find the notice and data-export terms that apply to them in section 19.

Sections that by their nature should survive termination do — including intellectual property, disclaimers, liability limits, indemnity, and governing law.

An order is an offer to buy from the restaurant. The contract forms when the restaurant accepts it. Restaurants may decline or cancel an order — for example when an item has run out, the kitchen is at capacity, an address is outside the delivery area, or an order looks fraudulent.

You are responsible for the accuracy of your order, delivery address, and contact number. Menu availability, prep times, and delivery estimates are set by the restaurant and are estimates, not guarantees.

Scheduled and preorders. Where a restaurant offers scheduled ordering, you choose a time slot at checkout. Slots have limited capacity; if a restaurant cannot honour the slot it will contact you. For scheduled orders we may authorise your card at checkout and only capture payment when the restaurant accepts the order. If it is declined, the authorisation is released — see section 11.

Restaurants set menu prices. Your order total may also include delivery fees, service fees, applicable taxes, and any tip you choose. The full breakdown is shown before you confirm.

• Taxes are calculated on the restaurant’s settings and remitted by the restaurant.
• Delivery fees depend on distance, the delivery method, and the restaurant’s configuration. Where a courier network is used, the quoted fee comes from that network.
• Tips are voluntary. Where the checkout offers separate tips for kitchen and driver, each goes to the group you select.
• Promo codes are subject to their own conditions — expiry, minimum spend, eligible items, and per-customer limits. Codes may be withdrawn at any time and have no cash value.

If a price is displayed incorrectly because of an obvious error, the restaurant may cancel and refund the order rather than honour the error.

Card payments are processed by Stripe. Depending on the restaurant, you may also be able to pay cash on delivery or by e-Transfer.

By submitting a payment you confirm you are authorised to use the payment method. Failed, reversed, or charged-back payments may result in the order being cancelled and the account suspended.

Saved cards are stored with Stripe under your customer record and can be removed from your account at any time.

The restaurant is solely responsible for food preparation, safety, hygiene, labelling, and compliance with food-handling law. We provide the ordering software only.

Delivery may be handled by the restaurant’s own drivers or by a third-party courier network, depending on the restaurant’s setup. Delivery is only available within the service area shown at checkout.

• Delivery and pickup times are estimates. Traffic, weather, and kitchen volume affect them.
• Someone must be available to receive a delivery. If nobody can be reached, the order may be left at the door where permitted, or returned — in either case it may not be refunded.
• Age-restricted items require valid photo identification on delivery. Delivery will be refused without it and the order may not be refunded.
• Where a courier network delivers your order, that network’s own terms and its handling of your delivery details also apply.
• Live tracking, where offered, shows an approximate driver location and is provided for convenience only.

Refund and cancellation practices are set by each restaurant. As a general rule, an order can be cancelled before the kitchen starts preparing it. Once preparation begins, cancellation is at the restaurant’s discretion.

Problems with an order — missing items, incorrect items, quality, or lateness — should go to the restaurant first. They control the food and the refund. Contact details are on the storefront and on your order confirmation.

Problems with the platform — a page that will not load, a payment that failed, a sign-in problem, or a privacy or security concern — should come to us at payperplates.ca/support.

Approved refunds return to the original payment method. Card refunds typically settle within 5–10 business days depending on your bank. Nothing here limits your rights under applicable consumer protection law.

This part applies to restaurants and their staff. If you operate a restaurant on PayperPlates, you are an independent business. We supply software; you run the restaurant.

You are responsible for:

• Holding and maintaining every licence, permit, and food-safety certification your operation requires.
• The accuracy of your menu — items, prices, availability, ingredients, allergen information, and dietary labels — and for updating it promptly.
• Food preparation, packaging, safety, and quality, and for resolving customer complaints about food and service.
• Collecting and remitting all applicable taxes on your sales. We do not file or remit tax on your behalf.
• Your own hiring, employment, and contractor relationships, including any drivers you engage directly.
• Your customer communications, promotions, and compliance with CASL and applicable privacy law when you use the platform to contact your customers.
• The accessibility of content you publish — see section 26.

Access is sold on a subscription plan. Your plan, monthly price, and per-transaction payment processing rate are those quoted to you in writing at signup and reflected in your admin console.

• Subscription fees are billed monthly in advance to the card on file and are non-refundable except where required by law.
• Payment processing fees are deducted per transaction as your orders settle.
• A valid payment method must be kept on file for as long as your account is active. Failed payment may lead to suspension after notice.
• We may change plan pricing on 30 days’ written notice. If you do not accept the change, you may cancel before it takes effect. Rates confirmed in writing as locked for a stated term are honoured for that term.
• Optional add-ons — SMS volume, AI usage above your plan allowance, courier dispatch — are billed as disclosed in your console.

Card payments for your orders are processed through Stripe. You must complete Stripe’s onboarding and identity verification, and you are bound by the Stripe Services Agreement in addition to these Terms.

Funds from your sales, less processing fees and any amounts you owe us, are remitted to your designated bank account on the payout schedule shown in your console. We are not a bank and do not hold deposits.

Chargebacks and disputes are your financial responsibility. Where a customer disputes a charge, we make the order record available to you, but the outcome is determined by the card networks. We may withhold payouts to cover disputed amounts, refunds owed, or negative balances.

You are the merchant of record for your food sales. You are responsible for complying with the card network rules that apply to merchants, including restrictions on surcharging.

You control who has access to your console. Roles determine what each person can see and do — including financial reporting and customer contact details, which are restricted to senior roles.

• Grant the minimum access each person needs, and remove access the day someone leaves.
• You are responsible for everything done through your staff accounts, including AI assistant actions taken by your staff.
• Destructive actions are protected by a manager PIN. Keep it confidential and rotate it when staff change.
• Your staff must not use customer contact details for anything other than fulfilling and supporting orders.

Our support team does not access your console except where you ask us to, or where we must to investigate a security or platform incident. Those sessions are logged.

You own your data. Your menus, brand assets, business settings, order records, and customer lists remain yours.

You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, adapt, and display that content for as long as you use the platform, strictly to operate and support the service for you — rendering your storefront, processing orders, sending notifications, generating your reports, and creating backups.

Customers who order from your storefront are your customers. We handle their personal information as a service provider acting on your instructions, as described in the Privacy Policy. We do not sell your data or your customers’ data, and we do not market to your customers on our own behalf.

We may produce aggregated, de-identified statistics about platform usage — order volumes, performance benchmarks, feature adoption — that cannot identify you, your customers, or your individual sales.

The platform includes two AI assistants: a Merchant Assistant in your admin console and an optional menu assistant on your storefront. Both are powered by DeepSeek, a third-party AI provider that operates outside Canada.

Turning it on means order, sales, and customer records relevant to your questions are transmitted to the AI provider so it can answer analytical questions about your business. Exactly what is sent, where it goes, and how long it is kept is set out in Privacy Policy section 8.

If we materially change how this works — a different provider, a new data category, a new region — the existing opt-in is invalidated and you will be asked again.

Enabling the customer-facing menu assistant is a separate choice. When you enable it, diner conversations on your storefront are processed by the same provider. See section 24 for limits that apply to both assistants.

Subscriptions run month to month unless your written plan says otherwise. You may cancel effective at the end of your current billing period from your console or by writing to support@payperplates.ca. We may cancel on 30 days’ notice, or immediately for the reasons in section 8.

For 30 days after your account closes you can export your menu, order history, and customer list. After that window we begin deletion on the schedule in the Privacy Policy, except for records we must retain by law.

If you use a custom domain, you keep it. On cancellation we release it from our hosting so you can point it elsewhere.

This part applies if you accept deliveries through the PayperPlates driver portal or app. To do so you must at all times:

• Hold a valid driver’s licence for the vehicle class you operate, and vehicle insurance that covers commercial delivery use.
• Be legally entitled to work in the jurisdiction where you deliver.
• Keep your vehicle roadworthy and in compliance with local requirements.
• Provide current documentation on request and tell us promptly if your licence or insurance lapses.

While you are on an active shift, the driver app collects your device location to dispatch nearby deliveries, confirm arrival at pickup and drop-off, show diners live tracking, and calculate distance for mileage records.

• Location is collected only while you are on shift — starting when you go on duty and stopping when you go off duty.
• Diners see an approximate driver position for their own delivery while it is in progress. They do not see your identity beyond what is needed to receive the order, and they never see your location outside an active delivery.
• Location history is retained for the periods in the Privacy Policy and is used for delivery records, dispute resolution, and mileage reporting.
• You can revoke location permission in your device settings. Because dispatch and proof of delivery depend on it, deliveries cannot be assigned while it is off.

• Obey all traffic laws. Never interact with the driver app while driving.
• Keep food sealed, upright, and at temperature. Do not open, tamper with, or consume any part of an order.
• Treat diners, restaurant staff, and the public with respect. Harassment, discrimination, intoxication, and impaired driving result in immediate removal.
• Verify identification for age-restricted deliveries and refuse the delivery if it cannot be produced.
• Where you collect cash, remit it as agreed with the restaurant and record change accurately in the app.
• Tips assigned to you through the platform are yours. Do not solicit additional payment from diners.

We or a restaurant may deactivate your access for breach of these Terms, lapsed licensing or insurance, safety concerns, repeated failure to complete accepted deliveries, or credible reports of misconduct. Where the reason is not a safety or fraud risk, we tell you why and give you a chance to respond. You may stop delivering at any time.

AI assistants on the platform generate text using a large language model. They are useful, and they are sometimes wrong.

• Output can be inaccurate. Verify anything that matters — prices, availability, hours, totals, and especially allergen and dietary information — against the restaurant or the underlying records before relying on it.
• It is not professional advice. Nothing an assistant produces is legal, financial, tax, medical, or nutritional advice.
• Changes require confirmation. The Merchant Assistant cannot change your menu, prices, hours, or availability on its own. It proposes a change and a human must confirm it. You remain responsible for changes you confirm.
• Do not enter sensitive data. Do not type payment card numbers, government identifiers, or health information into any assistant.
• Availability is not guaranteed. AI features are subject to usage budgets, rate limits, and provider availability, and may be changed or withdrawn.

Restaurants control whether either assistant is enabled, and the ordering-data opt-in described in section 19 governs what the Merchant Assistant may read.

Card data on the platform is handled to the Payment Card Industry Data Security Standard (PCI DSS) through our processor, Stripe, a certified PCI DSS Level 1 service provider.

• Card numbers, expiry dates, and security codes are captured inside payment fields hosted by Stripe. That data never passes through our servers and we never store it.
• We retain only a payment token, the card brand, the last four digits, and the authorisation result — enough to show you your order and to process refunds.
• Restaurant staff never see full card numbers anywhere in the admin console.
• All traffic is encrypted in transit with TLS. Stored data is encrypted at rest.
• Payments are screened for fraud by Stripe Radar. Transactions scored as high risk may be declined or held for review.

Report anything that looks like a card-data exposure to security@payperplates.ca immediately.

We are working toward conformance with WCAG 2.1 Level AA and with our obligations under the Accessibility for Ontarians with Disabilities Act (AODA) and its Integrated Accessibility Standards Regulation.

Our current conformance status, the areas we know still need work, how to request an accessible format, and how to give us feedback are set out in our Accessibility Statement.

Restaurants are responsible for the accessibility of content they publish through the platform — menu descriptions, image alternative text, uploaded documents, and any custom copy — and for their own AODA obligations as businesses.

The platform is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that:

• The platform will be uninterrupted, error-free, or free of harmful components.
• Delivery estimates, prep times, live tracking, or AI output will be accurate.
• Food supplied by a restaurant will meet your expectations, or that any menu or allergen information is complete or correct.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including under applicable consumer protection legislation, or for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, or business interruption, however caused.

Our total aggregate liability is limited to:

Diners

The amount you paid for the order the claim relates to.

Restaurants

The fees you paid us in the three months before the event giving rise to the claim.

Drivers

The amounts payable to you through the platform in the three months before the event giving rise to the claim.

We are not liable for the acts or omissions of restaurants, drivers, couriers, or other third parties, or for food quality, safety, or preparation. These limits apply even if a limited remedy fails of its essential purpose, and they do not apply where liability cannot lawfully be limited.

If you are a restaurant or a driver, you agree to indemnify and hold harmless PayperPlates and its officers, employees, and contractors from claims, damages, losses, and reasonable legal costs arising from your use of the platform, your breach of these Terms, your breach of any law, or — for restaurants — your food, your menu and allergen information, your employment and contractor relationships, and your handling of customer personal information.

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, without regard to conflict-of-laws rules.

Before starting formal proceedings, please contact legal@payperplates.ca so we can try to resolve the matter directly. Most issues are settled this way.

Disputes that cannot be resolved are subject to the exclusive jurisdiction of the courts of Ontario, and you consent to venue there. This does not prevent a consumer from bringing a claim in their local small claims court where the law allows, or from exercising rights under consumer protection legislation in their own province.

We may update these Terms. When a change is material we post the revised version here with a new effective date and, for restaurants and drivers, give at least 30 days’ notice by email or in your console before it takes effect. Continuing to use the platform after that date means you accept the change.

These Terms, together with the Privacy Policy, the Accessibility Statement, and any written plan or order form we agree with you, form the entire agreement between us. If any provision is held unenforceable, the rest remains in force.

General & legal

legal@payperplates.ca

Support

payperplates.ca/support · support@payperplates.ca

Privacy

privacy@payperplates.ca

Security

security@payperplates.ca