PlaceMyOrder

Terms

Terms of use

The agreement between your shop and us, in plain English. Last updated 5 November 2026.

Who we are

PlaceMyOrder is provided by Hameldon Technology Ltd, a company registered in England and Wales (company number 17376440), Rawtenstall, Rossendale, Lancashire, BB4 8EB ("we", "us"). Contact us at [email protected].

For shops

1. What you get

An online ordering website for your business, the tools to set up your menu, opening hours, delivery and payments, and the shop app that rings and prints new orders. We may improve or change features over time; we won't take away something you rely on without good notice.

2. Your account

You must be 18 or over and able to agree to these terms for your business. Keep your sign-in details safe, and tell us straight away if you think someone else has used your account. You're responsible for what happens in your account, including what your staff do on the shop app.

3. Your menu, prices and food

You're responsible for your business and what you sell, including:

  • your menu, prices and descriptions being accurate and up to date;
  • allergen information for every dish, as UK food law requires, and answering customers' allergy questions;
  • food safety and hygiene, licences, and age checks for anything age-restricted;
  • VAT and any other taxes on your sales;
  • making and delivering orders you accept, and handling customer complaints and refunds fairly.

You own your menu, photos and logo. You let us use them to run your ordering website and to show your shop on PlaceMyOrder.

4. Fees and how we bill

  • We don't charge commission, a monthly fee or a setup fee. We charge a flat fee on each order you accept. Nothing is charged on rejected or cancelled orders, or before you go live.
  • The fee and the price of any optional extras, such as your own web address, are shown in your account before you agree to them.
  • On card orders, our fee is taken from the payment when the customer pays. Everything else is added up each week (Monday to Sunday) and collected by Direct Debit a week after that week ends, with an itemised bill shown in your account before it's collected.
  • You can choose to pass our fee on to your customers as a service charge. If you do, it's shown to them clearly from the start of their order.
  • We'll give you at least 30 days' notice by email before changing our fees.
  • Card payments are processed by a payment provider under its own terms, which you accept when you connect your account. Its processing fees are separate from ours.
  • If a Direct Debit payment fails, we'll tell you and try again. If bills stay unpaid, we may pause online orders until they're paid.

5. Your customers' data

You decide how your customers' details are used, and you're responsible for using them lawfully, for example only sending marketing to customers who've agreed to it. We handle their details for you, only on your instructions and to provide the service. We keep them secure, use only trusted suppliers under contract, help you with customers' data requests, tell you without delay about any data breach, and delete or return the data if you leave. Our privacy notice explains more.

6. No contract term

There's no minimum term. You can stop using PlaceMyOrder at any time by telling us; you pay for orders taken up to then. We can end your account with 30 days' notice, or straight away if you seriously break these terms, act unlawfully, or harm customers or the service. If you leave, you can ask us for a copy of your menu and order records.

7. Keeping it running

We work hard to keep PlaceMyOrder running and your orders flowing, but no online service can promise to be available all the time. We may need short breaks for maintenance, which we'll try to schedule outside busy hours. Keep your shop phone charged and connected: if it stops checking in, online orders pause by themselves so customers aren't left waiting.

8. Our liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can't be limited by law. Otherwise, we're not liable for loss of profits, sales, business or goodwill, or for indirect losses, and our total liability to you in any 12 months is limited to the fees you paid us in those 12 months.

For people ordering food

When you order from a shop through PlaceMyOrder, your order is with that shop, not with us. The shop sets its menu, prices, allergen information, delivery areas and times, and is responsible for your food and for refunds. We provide the ordering website and pass your order on.

  • If you have an allergy, check the dish's allergens and, if in doubt, phone the shop before you order.
  • Prices and any service charge are shown before you order. Delivery charges are shown at checkout once your address is known.
  • If you pay by card and the shop can't make your order, you're refunded automatically.
  • For problems with an order, contact the shop first. Its phone number is on its ordering page and in your order emails.

For everyone

Using the website fairly

Don't misuse PlaceMyOrder: no placing fake orders, trying to break in, copying our software or overloading the service.

Changes to these terms

We may update these terms. If a change matters to shops, we'll email them at least 30 days before it applies.

The law

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute.