Terms & Conditions

Orders: When you place an order through our AI system, you are entering into a contract with the vendor, not with Klide. We take the order and collect payment on the vendor's behalf, but the sale of the food is between you and them.

Accuracy: Our AI strives for accuracy, but it can occasionally mishear or misread an item. Your order is read back to you before it is placed, and you should check the details then.

Allergies and dietary requirements: While our system can note dietary requirements, the vendor is responsible for food preparation. Always confirm allergen information directly with the vendor if you have serious allergies.

Payment: Where you pay online, Klide collects that payment as the vendor's agent, through our payment processor Stripe. Paying us settles what you owe the vendor for that order. We hold the money, deduct the fees the vendor owes us, and pay the balance on to the vendor. We never see or store your full card number — Stripe handles the card details, and we keep only the card brand and the last four digits so we can match your payment and issue refunds. Some vendors also take cash on collection or delivery; those payments are made directly to the vendor and we are not involved.

Changing or cancelling an order: Once a vendor accepts your order they start cooking, so orders cannot normally be cancelled after that point. If you need to change or cancel something, contact the vendor straight away, or contact us and we will pass it on.

No 14-day cooling-off period: The 14-day right to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to takeaway food, because it is liable to deteriorate or expire rapidly. We are telling you this before you order, as those Regulations require.

How refunds work: If a vendor rejects or cancels your order, cannot fulfil it, or agrees a refund with you, we refund from the money we are holding, back to the original payment method through Stripe. Where only part of an order is affected, we can refund that part. Refunds usually reach your account within 5–10 business days, depending on your bank.

Your statutory rights: The food is sold to you by the vendor, so your rights under the Consumer Rights Act 2015 — including that food matches its description and is of satisfactory quality — are against the vendor and are not affected by these terms. Because we hold the payment, we can usually arrange an agreed refund for you: email hello@klide.co.uk and we will take it up with the vendor.

Fees: Klide Ordering is charged as a monthly subscription plus a commission on orders placed through the platform, at the rates set out in your vendor agreement. Klide Social is a separately priced add-on. Klide Voice is not yet generally available.

Payouts and refunds: For orders paid online we collect the payment as your agent, deduct our commission and the payment processor's fees, and transfer the balance to your Stripe account on the payout schedule shown in your dashboard. Where an order is refunded, the refund comes out of the funds we are still holding for you, and the commission on it is reversed. If we have already paid that order out to you, we recover the amount from a later payout. You remain the seller of the food and are responsible for VAT and any other tax on your own sales.

Menu accuracy: Vendors are responsible for keeping their menu, prices, and availability up to date via the Klide dashboard. We are not liable for orders placed against outdated menus.

Order fulfilment: Vendors are responsible for preparing and delivering/making available all orders received through Klide.

Data: Vendors retain ownership of their customer data. Klide processes it on their behalf in accordance with our Privacy Policy.

Klide provides a technology platform and is not responsible for:

• The quality, safety, or timeliness of food prepared by vendors
• Errors in vendor-provided menu data or pricing
• Temporary service interruptions or AI processing errors
• Any dispute between customers and vendors

To the maximum extent permitted by law, our total liability is limited to the fees paid to us in the 12 months preceding the claim.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. If you are a consumer, nothing here affects your statutory rights.