Last updated: 15 May 2026
Draft template — pending legal review. This is not legal advice. Bitte operates under English law; consult a UK solicitor before relying on this text in production.
1. About these terms
These Terms and Conditions ("Terms") govern your use of the Bitte platform, including the website at bitte.uk, our mobile applications, our merchant dashboard, our reservation and booking tools, and any white-label storefront or branded site operated by us on behalf of a partner merchant (together, the "Platform"). By creating an account, placing an order, or otherwise using the Platform, you agree to these Terms.
The Platform is operated by Bitte ("we", "us", "our"), a company registered in England and Wales. Our principal place of business is in the United Kingdom. Contact us at support@bitte.uk.
2. Definitions
- Customer: an individual placing an order or making a reservation through the Platform.
- Merchant: a restaurant, café, retailer, or other business listed on the Platform that sells goods or services to Customers.
- Courier: a delivery rider or driver, whether employed by a Merchant, contracted by Bitte, or contracted by a third-party logistics provider, who delivers an order.
- Order: an offer by a Customer to purchase items from a Merchant, placed through the Platform.
- White-label Site: a Merchant-branded storefront or reservation site hosted on Bitte infrastructure under a custom domain.
3. Eligibility
You must be at least 16 years old to create an account. You must be at least 18 years old to order alcohol, tobacco, or any age-restricted product; proof of age may be requested at delivery. The Platform is currently available to residents of the United Kingdom and Northern Ireland.
4. Your account
You agree to provide accurate, current, and complete information when registering. You are responsible for keeping your password confidential and for all activity that occurs under your account. Notify us immediately at support@bitte.uk if you suspect unauthorised access. We may suspend or close your account if we reasonably believe these Terms have been breached.
5. Bitte's role as a marketplace
Bitte operates as a marketplace and technology platform. For each Order, the legal contract of sale is between you (the Customer) and the Merchant. Bitte is not the seller of the food, drink, or other goods you order. We facilitate ordering, payment processing, communications, and delivery co-ordination. Each Merchant is responsible for the quality, description, pricing, hygiene, allergen information, and lawful sale of their products.
For white-label sites, the same principle applies: Bitte operates the underlying technology, while the Merchant on whose behalf the site is run remains the seller of record.
6. Orders, prices, and payment
An Order is an offer to purchase from a Merchant. A binding contract is formed only when the Merchant accepts the Order (typically shown in the app as "Order accepted"). Prices shown on the Platform include VAT where applicable. Delivery fees, service fees, and any small order surcharges are disclosed clearly before checkout.
Online payments are processed by our payment partners, currently Stripe and PayPal. Bitte does not see or store full payment card details. Cash and card-on-delivery are available where the Merchant offers them. We reserve the right to refuse or cancel an Order if payment cannot be verified or if we suspect fraud.
7. Delivery
Estimated delivery times shown on the Platform are good-faith estimates, not guarantees. Times can vary with weather, traffic, Merchant preparation time, and courier availability. You are responsible for providing an accurate delivery address and contact number, and for being available to receive the Order. If a courier cannot deliver because the address is wrong, no one is present, or contact details are invalid, refund eligibility will depend on the specific circumstances.
8. Cancellations and refunds
Most food prepared to your Order is exempt from the 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, because it is perishable and prepared on demand. However:
- You may cancel without charge at any time before the Merchant accepts the Order.
- After acceptance, cancellation may not be possible, or may incur a charge equal to the work already done.
- If the Merchant cancels, you receive a full refund to your original payment method, normally within 5 working days.
- If items arrive damaged, missing, incorrect, or unsafe to eat, contact us within 24 hours with evidence (photographs, description). We investigate and, where the issue is upheld, offer a refund, partial refund, or credit at our reasonable discretion. Your statutory rights under the Consumer Rights Act 2015 are not affected.
9. Allergens and food safety
Allergen information shown on the Platform is supplied by the Merchant. We require Merchants to keep it accurate but cannot independently verify it for every product. If you have a severe allergy or intolerance, contact the Merchant directly before ordering. Where applicable, Merchants must comply with the Food Information Regulations 2014 and "Natasha's Law" (the Food Information (Amendment) (England) Regulations 2019) for prepacked-for-direct- sale items.
10. Reviews and user-generated content
You may submit reviews, photographs, and feedback. By doing so, you grant Bitte a non-exclusive, royalty-free, worldwide licence to display, host, adapt, and share that content in connection with the Platform. You must not post content that is false, defamatory, abusive, infringes intellectual property, or breaches the rights of others. We may remove content that breaches these rules. Reviewing a Merchant without having ordered from them is prohibited.
11. Acceptable use
You agree not to:
- Use the Platform fraudulently or for any unlawful purpose;
- Harass, abuse, or threaten Merchants, couriers, or our staff;
- Reverse engineer, scrape, or harvest data from the Platform;
- Interfere with the Platform's operation or security;
- Create multiple accounts to abuse promotions or referrals.
12. Intellectual property
The Platform, including software, design, content (excluding user-generated content), trade marks, and logos, belongs to Bitte or its licensors. We grant you a personal, non-transferable, non-exclusive licence to use the Platform in accordance with these Terms. White-label brand names, logos, and trade marks belong to the relevant Merchant.
13. Liability
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under English law.
Subject to the paragraph above, our total liability to you for any claim arising out of or in connection with an Order is limited to the price you paid for the Order in question, plus any associated delivery and service fees. We are not liable for losses that were not reasonably foreseeable when the contract was formed, nor for losses arising from a Merchant's acts or omissions where the Merchant is the seller of record.
14. Privacy
How we handle your personal data is set out in our Privacy Notice, which forms part of these Terms.
15. Changes to these Terms
We may update these Terms from time to time. Material changes will be notified to you by email and posted on the Platform at least 30 days before they take effect. Continuing to use the Platform after the effective date means you accept the updated Terms.
16. Termination
You may close your account at any time from the in-app settings or by emailing support@bitte.uk. We may suspend or terminate access if we reasonably believe these Terms have been breached, or if required by law. Termination does not affect rights or obligations that arose before the date of termination.
17. Governing law and disputes
These Terms and any dispute arising out of them are governed by the laws of England and Wales. You and Bitte agree to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Nothing in this clause affects your rights under any applicable consumer protection legislation.
18. Contact
For any question about these Terms or your use of the Platform:
- General support: support@bitte.uk
- Postal: Bitte, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ