Terms of Service

Article 1, Purpose

The purpose of these Terms is to define the terms and conditions under which Mealio SAS (hereinafter “Mealio” or “We”) makes the Platform available to users (hereinafter the “User” or “You”), enabling them to:

• Place meal orders with partner restaurants (dine-in, takeaway or click-and-collect);
• Manage a food-service establishment (professional area);
• Access tools for managing, monitoring and analyzing activities.

The Platform connects customers and restaurant owners. Mealio acts as a technical intermediary and cannot be regarded as a reseller or food-service provider.

Article 2, Acceptance of the Terms

Access to and use of the Platform imply full and unreserved acceptance of these Terms. This acceptance is evidenced by checking the box “I accept the Terms of Service” when creating an account or, failing that, by any actual use of the Platform.

If you do not accept these Terms, you must immediately stop using the Platform. Mealio reserves the right to modify these Terms at any time. Changes take effect as soon as they are published on the Platform. It is the User's responsibility to review the Terms regularly.

Article 3, Registration and user account

Access to most features of the Platform requires the creation of a user account. When registering, you undertake to provide accurate, complete and up-to-date information. You are responsible for the confidentiality of your login credentials.

3.1 Account creation

To create an account, you must provide a valid email address, choose a secure password and, depending on the selected profile (customer or restaurant owner), complete the specific information required. Mealio may ask you to verify your identity by email or SMS.

3.2 Account security

You are solely responsible for all activities carried out from your account. You undertake to notify Mealio immediately of any unauthorized use of your account at contact@mealio.fr. Mealio cannot be held liable for damages resulting from unauthorized use of your account.

3.3 Suspension and deletion

Mealio reserves the right to suspend or delete any account in the event of a breach of these Terms, fraudulent behavior, prolonged inactivity (exceeding 24 months) or endangerment of the security of the Platform or other users, without notice or compensation.

Article 4, Placing orders

The Platform allows customers to view partner restaurants' menus, select items, add them to a cart and place an order. The sales contract is concluded directly between the customer and the partner restaurant; Mealio acts solely as a technical intermediary.

4.1 Ordering process

1. Selecting the restaurant and desired items;
2. Adding to the cart and reviewing the summary;
3. Choosing the collection method (dine-in, takeaway or click-and-collect) and the payment method;
4. Confirming the order and receiving confirmation by email or push notification;
5. Acceptance and preparation by the restaurant.

4.2 Product availability

The products offered are available subject to the partner restaurant's stock. If an item becomes unavailable after the order is confirmed, the restaurant may contact you to offer an alternative or issue a partial refund of the order.

4.3 Allergens and dietary requirements

Allergen information is provided by the partner restaurants. Mealio cannot guarantee the complete accuracy of this information. In the event of a serious allergy, we advise you to contact the restaurant directly before placing an order.

Article 5, Prices and payment

The prices displayed on the Platform are indicated in euros (€), all taxes included. These prices include the price of the products set by the partner restaurant and, where applicable, service fees. Mealio reserves the right to change the service fees at any time.

5.1 Accepted payment methods

• Bank card (Visa, Mastercard, American Express);
• PayPal;
• Apple Pay and Google Pay;
• Digital meal vouchers (Swile, Edenred, Sodexo);
• Mealio credit (your account balance).

5.2 Payment security

Online payments are secured by our provider Stripe Inc. and encrypted via the SSL/TLS protocol. Mealio does not store any complete banking data on its servers. All transactions are subject to PCI-DSS security rules.

5.3 Invoicing

An electronic invoice is automatically generated and sent to the email address associated with your account after each order. For professional accounts, a monthly summary invoice may be issued on request.

5.4 Restaurant's responsibility

By enabling cash payment, the restaurant assumes full management of incidents related to this payment method, in particular order cancellations during preparation or unpaid orders. Mealio disclaims all liability in the event of a dispute.

Article 6, Order collection

The Platform allows ordering for dine-in, takeaway or click-and-collect. The preparation times displayed are estimates based on the restaurant's workload and the type of preparation. These times are provided for information only and do not constitute a contractual commitment.

6.1 Collection methods

Depending on the options offered by each partner restaurant, the order may be served at the table (dine-in order via QR code), prepared for counter pickup (takeaway) or reserved for pickup at a chosen time slot (click-and-collect).

6.2 Order pickup

For takeaway or click-and-collect orders, you are asked to collect your order from the restaurant once it is ready. In the event of non-collection within a reasonable time, the order may be considered fulfilled by the restaurant and no refund will be granted, except in the event of proven failure by the restaurant.

6.3 Order tracking

Real-time tracking of your order is available on the Platform and via push notification. You will receive a notification at each key stage: confirmation, preparation and order ready to be served or collected.

Article 7, Cancellation and refund

7.1 Cancellation by the customer

An order can be cancelled free of charge within 2 minutes of confirmation, as long as the restaurant has not yet begun preparation. After this time, any cancellation is subject to the partner restaurant's approval and may give rise to cancellation fees of up to 100% of the order amount.

7.2 Cancellation by the restaurant

In the event of cancellation by the partner restaurant (out of stock, exceptional closure, etc.), you will be fully refunded within 3 to 5 business days to the payment method used for the order.

7.3 Non-conforming order

In the event of an incorrect, incomplete or damaged order, you have 2 hours after receipt to report the problem via the Platform or by contacting our customer service. Mealio will review your complaint and may, depending on the circumstances, offer a partial or full refund, or a credit.

7.4 Refund terms

Approved refunds are made to the original payment method within 5 to 10 business days, depending on your bank's policies. Instead of a monetary refund, Mealio may offer a credit of an equivalent amount applied to your Mealio account.

Article 8, Liability

8.1 Mealio's liability

Mealio uses all reasonable means to ensure access to and the proper functioning of the Platform, 24/7. However, Mealio cannot guarantee uninterrupted availability of the service. Mealio cannot be held liable for any service interruption due to maintenance, force majeure, a failure of telecommunications networks or any other event beyond its control.

As a technical intermediary, Mealio is not responsible for the quality of the prepared products, the partner restaurants' compliance with health standards, or preparation delays attributable to external factors (high demand, exceptional events, etc.).

8.2 User's liability

The User is responsible for their use of the Platform. In particular, they undertake not to use the Platform for unlawful purposes, not to attempt to disrupt the technical operation of the Platform, and not to publish false, misleading or defamatory content.

8.3 Limitation of liability

To the extent permitted by applicable law, Mealio's liability under these Terms is limited to the amount paid by the User during the three (3) months preceding the occurrence of the damage.

Article 9, Intellectual property

All elements of the Platform (texts, images, logos, icons, videos, sounds, software, databases, architecture, etc.) are protected by intellectual property rights and belong to Mealio SAS or its partners. Any reproduction, representation, modification, publication, adaptation, translation or exploitation of all or part of these elements is strictly prohibited without the prior written authorization of Mealio.

The name “Mealio”, the logo and associated trademarks are registered trademarks of Mealio SAS. Any unauthorized use of these trademarks constitutes infringement punishable by civil and criminal penalties.

Content published by Users (reviews, photos) remains their property. By publishing it on the Platform, the User grants Mealio a worldwide, non-exclusive, royalty-free and transferable license to use, reproduce, distribute and display this content as part of the operation of the Platform.

Article 10, Personal data

The collection and processing of Users' personal data is governed by Mealio's Privacy Policy, available at https://partner.mealio.eu/confidentialite, in accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act (loi Informatique et Libertés), as amended.

By using the Platform, you acknowledge that you have read the Privacy Policy and consent to the processing of your data under the conditions described therein. You have the rights of access, rectification, deletion, portability and objection regarding your personal data by contacting our DPO at dpo@mealio.fr.

Article 11, Amendment of the Terms

Mealio reserves the right to amend these Terms at any time, in particular to adapt to legal, regulatory or technical developments, or to improve the Platform. Amendments take effect as soon as they are published on the Platform.

For substantial changes, Mealio undertakes to inform Users by email at least 30 days before they take effect. Continued use of the Platform after this period constitutes acceptance of the new terms. In the event of disagreement, the User may delete their account before the changes take effect.

Article 12, Applicable law and competent jurisdiction

These Terms are governed by French law. In the event of a dispute relating to the interpretation or performance of these Terms, the parties shall endeavor to find an amicable solution. Failing this, the competent courts within the jurisdiction of the Paris Court of Appeal (Cour d'appel de Paris) shall have sole jurisdiction.

These Terms are drafted in French. In the event of translation into another language, only the French version shall prevail in the event of a dispute.

Article 13, Mediation and dispute resolution

In accordance with Articles L. 611-1 et seq. of the French Consumer Code (Code de la consommation), in the event of a dispute that could not be resolved amicably with our customer service, the consumer User may use consumer mediation free of charge.

Mealio is a member of the mediation service of FEVAD (Fédération du e-commerce et de la vente à distance), whose contact details are as follows:

You can also use the European online dispute resolution (ODR) platform, available at: https://ec.europa.eu/consumers/odr.