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Privacy Policy

Effective Date: September 4, 2026
Last Updated: September 4, 2026

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This Privacy Policy explains how Smart Order Software Inc., a corporation incorporated in British Columbia, Canada, doing business as Plateful (“Plateful,” “Smart Order,” “we,” “us,” or “our”), collects, uses, discloses, stores and protects personal information in connection with our websites, applications, QR ordering pages, tablet and kiosk systems, restaurant management tools, reservation and waitlist services, communications, integrations, and related products and services (collectively, the “Service”).

 

This Privacy Policy applies to:

  • Restaurant owners, operators, administrators and personnel who use Plateful;

  • Guests who view menus, place orders, make reservations, join waitlists or communicate with restaurants through Plateful;

  • Visitors to our websites; and

  • Other individuals who contact or interact with us.

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This Privacy Policy is intended to support our obligations under applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and British Columbia’s Personal Information Protection Act (“BC PIPA”), where applicable.

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1. Our Role and the Role of Restaurants

Plateful provides technology services to participating restaurants.

For information that we collect directly to operate our website, manage restaurant accounts, provide customer support, secure our Service or administer our business, Smart Order Software Inc. is responsible for determining how that information is processed.

When a restaurant uses Plateful to manage its guests, orders, reservations, waitlists or communications, the restaurant may determine why and how the Guest’s information is used. In those circumstances, Plateful generally processes the information on behalf of the restaurant as its technology service provider.

Restaurants are independent businesses and may have their own privacy policies and practices. Questions about a restaurant’s use of personal information should be directed to that restaurant. Where appropriate, we may refer a privacy request to the relevant restaurant or assist the restaurant in responding.

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2. Personal Information We Collect

The information we collect depends on how you interact with the Service and which features are used.

2.1 Contact and identification information

We may collect:

  • Name;

  • Mobile telephone number;

  • Email address;

  • Mailing or business address;

  • Restaurant name and location;

  • Job title and role; and

  • Account identifiers.

2.2 Restaurant account and business information

For Restaurant Customers and their personnel, we may collect:

  • Business registration and contact information;

  • Restaurant locations and operating details;

  • Administrator and employee account information;

  • Subscription, billing and transaction information;

  • Support communications;

  • Menu, inventory, order, table and operational information;

  • POS and integration configuration; and

  • Account permissions and activity logs.

2.3 Order and dining information

When a Guest places an order or interacts with a restaurant, we may collect:

  • Items viewed or ordered;

  • Order date, time, amount and status;

  • Table number or service location;

  • Fulfilment method;

  • Special requests;

  • Dietary preferences or allergy-related information voluntarily provided by the Guest;

  • Discounts, gratuities, taxes and other transaction details; and

  • Restaurant visit and order history.

Guests should not provide sensitive health information through a special-request field unless it is necessary for the restaurant to fulfil the request.

2.4 Reservation and waitlist information

We may collect:

  • Reservation date and time;

  • Party size;

  • Reservation status;

  • Waitlist position;

  • Quoted or estimated wait time;

  • Seating preferences;

  • Special requests;

  • Confirmation, arrival, seating, cancellation and no-show status;

  • Changes made to a reservation or waitlist entry;

  • Communications with the restaurant; and

  • Information entered by restaurant personnel on a Guest’s behalf.

2.5 SMS and communication information

If a Guest provides a mobile phone number for reservation or waitlist notifications, we may collect:

  • Mobile phone number;

  • The restaurant and messaging program associated with the consent;

  • Date and time of consent;

  • Opt-in method and source;

  • IP address and device information associated with the opt-in;

  • The version of the consent disclosure shown;

  • Consent status and withdrawal date;

  • SMS delivery and failure records;

  • STOP, HELP and other keyword requests;

  • Reservation confirmation or cancellation responses; and

  • Other messages exchanged through the Service.

2.6 Payment information

Payments may be processed by a restaurant or by a third-party payment processor integrated with Plateful.

Plateful may receive limited transaction information, including:

  • Payment status;

  • Transaction amount;

  • Payment method type;

  • Payment processor reference;

  • Partial card information, such as the last four digits; and

  • Refund or dispute status.

Plateful does not collect or store full payment-card numbers or card security codes. Full payment-card information is collected and processed directly by the applicable restaurant or third-party payment processor.

2.7 Device, usage and technical information

When you use the Service, we may automatically collect:

  • IP address;

  • Browser type and version;

  • Device type and operating system;

  • Device or session identifiers;

  • Language and time-zone settings;

  • Referring pages and URLs;

  • Pages, features and buttons accessed;

  • Dates, times and duration of activity;

  • Error, diagnostic and performance information;

  • Security and authentication logs; and

  • Approximate location derived from an IP address.

2.8 Cookies and similar technologies

We may use cookies, pixels, local storage and similar technologies to:

  • Keep users signed in;

  • Remember preferences;

  • Operate essential features;

  • Understand use of the Service;

  • Measure performance;

  • Detect security threats; and

  • Improve our products.

You may manage cookies through your browser settings. Disabling certain cookies may affect the operation of the Service.

2.9 Information from restaurants and third parties

We may receive information from:

  • Participating restaurants;

  • Restaurant employees and administrators;

  • POS and payment providers;

  • Reservation, delivery or ordering integrations;

  • Authentication providers;

  • Analytics and security providers; and

  • Other service providers used to operate the Service.

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3. How We Use Personal Information

We may use personal information for the following purposes.

3.1 Providing the Service

We may use information to:

  • Create and manage accounts;

  • Display menus and restaurant information;

  • Process and route orders;

  • Manage reservations and waitlists;

  • Track table and order status;

  • Support restaurant operations;

  • Process or facilitate payments;

  • Maintain third-party integrations; and

  • Provide requested features.

3.2 Transactional communications

We may use information to:

  • Send reservation and waitlist confirmations;

  • Send reminders, changes and cancellations;

  • Provide wait-time and status updates;

  • Send table-ready notifications;

  • Respond to Guest confirmations and cancellations;

  • Send order and service updates;

  • Process STOP and HELP requests; and

  • Provide customer support.

3.3 Operating and improving Plateful

We may use information to:

  • Monitor Service performance;

  • Diagnose errors and outages;

  • Develop and test features;

  • Analyze usage and product performance;

  • Improve restaurant and Guest experiences;

  • Produce aggregated or de-identified insights; and

  • Conduct internal research and reporting.

3.4 Security and fraud prevention

We may use information to:

  • Authenticate users;

  • Prevent fraud and abuse;

  • Detect unauthorized access;

  • Protect users, restaurants and our systems;

  • Enforce our Terms of Service; and

  • Investigate security incidents.

3.5 Business administration

We may use information to:

  • Manage subscriptions and billing;

  • Communicate with Restaurant Customers;

  • Respond to inquiries and complaints;

  • Maintain business and financial records;

  • Establish, exercise or defend legal claims; and

  • Complete corporate transactions.

3.6 Legal compliance

We may use personal information to comply with applicable laws, regulatory requirements, court orders, lawful requests and recordkeeping obligations.

3.7 Marketing

With consent where required, we may send information about Plateful products, services and updates.

Consent to receive transactional reservation or waitlist messages does not constitute consent to receive marketing messages. Marketing consent will be obtained separately where required.

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4. Consent and Other Permitted Processing

We obtain consent where required by applicable law. The form of consent may depend on the sensitivity of the information and the context in which it is collected.

For example, a Guest may consent to transactional SMS messages by entering a mobile phone number and actively selecting an unchecked SMS consent box.

We may also collect, use or disclose personal information without consent where permitted or required by law, including to provide a requested product or service, prevent fraud, investigate a legal violation, respond to an emergency or comply with a lawful requirement.

You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawal may limit our ability to provide features that require the relevant information.

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5. Reservation and Waitlist SMS Privacy

The Plateful Reservation and Waitlist Notifications program sends transactional messages on behalf of participating restaurants.

These messages may include:

  • Reservation confirmations and reminders;

  • Reservation changes or cancellations;

  • Waitlist confirmations and status updates;

  • Estimated wait-time updates; and

  • Table-ready notifications.

Message frequency varies. Message and data rates may apply. Consent to receive SMS messages is optional and is not a condition of making a purchase, placing an order, making a reservation or joining a waitlist.

Recipients may reply STOP to opt out or HELP for assistance. Opting out of SMS does not automatically cancel an existing order, reservation or waitlist entry.

We do not sell or rent mobile phone numbers or SMS consent information. Mobile phone numbers and SMS consent records are not shared with third parties for their own marketing or promotional purposes.

All the above categories exclude text messaging originator opt-in data and consent; this information won’t be shared with any third parties.

This restriction does not prevent us from using messaging and technology providers acting solely on our behalf and under appropriate contractual restrictions to operate the messaging program, deliver requested messages, process opt-outs, prevent fraud and maintain the security of the Service.

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6. How We Disclose Personal Information

We may disclose personal information as described below.

6.1 Participating restaurants

We may provide Guest information to the restaurant with which the Guest interacts, including the restaurant where the Guest places an order, makes a reservation, joins a waitlist or requests service.

Restaurants may use this information to provide service, manage orders, reservations and waitlists, communicate with Guests and maintain lawful business records.

6.2 Service providers

We may use service providers that support:

  • SMS and telecommunications, including Twilio;

  • Email delivery;

  • Cloud hosting and data storage;

  • Payment processing;

  • Point-of-sale integrations;

  • Authentication;

  • Analytics and performance monitoring;

  • Cybersecurity and fraud prevention;

  • Customer support; and

  • Professional, accounting and legal services.

These providers may access personal information only as reasonably necessary to perform services for us or the applicable restaurant. We require service providers to handle personal information subject to appropriate contractual, confidentiality and security obligations.

6.3 Business and integration partners

At the direction of a Restaurant Customer or Guest, we may share information with integrated POS, payment, ordering, reservation or restaurant technology providers.

6.4 Legal and safety purposes

We may disclose information where we reasonably believe it is necessary to:

  • Comply with applicable law or legal process;

  • Respond to a lawful request;

  • Protect the rights, safety or property of Plateful, restaurants, Guests or others;

  • Detect or investigate fraud, abuse or security incidents; or

  • Enforce agreements and policies.

6.5 Business transactions

If Smart Order Software Inc. is involved in a merger, acquisition, financing, restructuring, sale of assets or similar transaction, personal information may be disclosed as part of that transaction, subject to appropriate confidentiality and legal requirements.

6.6 With consent

We may disclose personal information for another purpose with the individual’s consent or at their direction.

We do not sell personal information.

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7. Data Storage and Cross-Border Processing

Smart Order Software Inc. is based in British Columbia, Canada.

Personal information handled through Plateful is stored and processed in Canada or the United States. We may use service providers located in either country to operate the Service.

When personal information is processed in the United States, it may be subject to United States law and may be accessible to courts, law-enforcement agencies or governmental authorities in accordance with applicable law.

We use contractual, organizational and technical measures intended to protect personal information handled by our service providers.

You may contact our Privacy Officer for additional information about our use of service providers and cross-border processing.

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8. Data Retention

We retain personal information only for as long as reasonably necessary to:

  • Provide the Service;

  • Fulfil the purposes described in this Privacy Policy;

  • Follow the instructions of participating restaurants;

  • Maintain transaction and business records;

  • Comply with legal, tax, accounting and regulatory requirements;

  • Resolve disputes;

  • Enforce agreements; and

  • Prevent fraud and maintain security.

Retention periods vary depending on the type of information, the nature of the restaurant relationship, contractual requirements and applicable law.

When information is no longer required, we will delete, anonymize or securely dispose of it, subject to backup, legal and technical limitations.

SMS consent and opt-out records may be retained for as long as reasonably necessary to demonstrate compliance and ensure that opt-out requests continue to be honoured.

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9. Security

We use reasonable administrative, technical and physical safeguards designed to protect personal information against unauthorized access, collection, use, disclosure, alteration, loss or destruction.

These measures may include:

  • Access controls and role-based permissions;

  • Authentication controls;

  • Encryption in transit and, where appropriate, at rest;

  • Logging and monitoring;

  • Security testing and updates;

  • Vendor and service-provider controls; and

  • Employee confidentiality and security procedures.

No system or method of transmission is completely secure. We cannot guarantee absolute security.

Restaurant Customers are responsible for protecting their account credentials, devices, networks and authorized-user access.

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10. Your Privacy Rights and Choices

Subject to applicable law, you may request to:

  • Access personal information we hold about you;

  • Receive information about how it has been used or disclosed;

  • Correct inaccurate or incomplete information;

  • Withdraw consent;

  • Request deletion of information;

  • Object to or restrict certain uses;

  • Unsubscribe from marketing communications; and

  • Make a complaint about our privacy practices.

We may need to verify your identity before processing a request. Information collected for verification will be used only to respond to the request and protect against unauthorized disclosure.

Certain information may not be deleted where it must be retained for legal, security, accounting, dispute-resolution or legitimate operational purposes.

Where Plateful processes information on behalf of a restaurant, we may direct the request to that restaurant or assist the restaurant in responding.

10.1 SMS choices

Reply STOP to an applicable message to stop SMS messages from that messaging program. Reply HELP for assistance.

10.2 Marketing choices

You may unsubscribe from marketing emails using the unsubscribe link included in the email or by contacting us.

To exercise your privacy rights, contact our Privacy Officer using the information in Section 15.

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11. Aggregated and De-Identified Information

We may create aggregated or de-identified information that does not reasonably identify an individual.

We may use this information for analytics, restaurant benchmarking, product development, security, reporting and improvement of the Service.

We will not attempt to re-identify de-identified information except where permitted by law for security, testing or compliance purposes.

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12. Children’s Privacy

The Service is not directed to children under 13, and we do not knowingly collect personal information directly from children under 13 without appropriate authorization.

If you believe a child has provided personal information without appropriate consent, contact us so that we can review and, where required, delete the information.

Restaurants and parents or guardians are responsible for ensuring that information about minors is provided lawfully.

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13. Third-Party Websites and Services

The Service may contain links to restaurant websites, payment providers, POS platforms and other third-party services.

We do not control and are not responsible for the privacy practices, security or content of third parties. We encourage users to review the privacy policies of those services.

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14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to the Service, our practices or applicable law.

We will post the updated policy and revise the “Last Updated” date. Where required by law, we will provide additional notice or obtain consent before a material change takes effect.

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15. Contact Our Privacy Officer

Questions, complaints and requests concerning privacy or personal information may be directed to:

Privacy Officer
Smart Order Software Inc.
Burnaby, British Columbia, Canada
Email: info@plateful.ai

We will review privacy complaints and respond within a reasonable period in accordance with applicable law.

If you are not satisfied with our response, you may have the right to contact the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia.

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