Terms of Service

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

These Terms of Service (“Terms”) govern access to and use of the Plateful website, applications, QR ordering pages, tablet and kiosk systems, restaurant management tools, reservation and waitlist services, messaging features, integrations, hardware-related services, and other products and services we make available (collectively, the “Service”).

Plateful is owned and operated by Smart Order Software Inc., a corporation incorporated in British Columbia, Canada (“Plateful,” “Smart Order,” “we,” “us,” or “our”).

These Terms apply to:

Restaurants, restaurant groups, merchants, administrators and their personnel who use Plateful for business operations (“Restaurant Customers”); and
Guests and other individuals who use Plateful to view menus, place orders, make reservations, join waitlists or otherwise interact with participating restaurants (“Guests”).

By accessing or using the Service, you agree to these Terms and our Privacy Policy. If you use the Service on behalf of a company or other organization, you represent that you have authority to bind that organization to these Terms.

1. Eligibility and Authority

1.1 Eligibility

You must be legally capable of entering into a binding agreement to use the Service. If you are under the age of majority where you live, you may use the Service only with the permission and supervision of a parent or legal guardian.

1.2 Business users

If you create or manage a restaurant account, you represent that all registration and business information you provide is accurate and that you are authorized to act on behalf of the applicable Restaurant Customer.

2. The Plateful Service

2.1 Restaurant technology platform

Plateful provides technology designed to support restaurant operations and guest experiences. Depending on the restaurant, subscription plan, location and available integrations, the Service may include:

QR code, mobile, tablet and kiosk ordering;
Digital menu and product management;
Order and table management;
Reservation and waitlist management;
Table-ready and reservation notifications;
Guest requests and communications;
Inventory and availability tools;
Restaurant administration and reporting;
Point-of-sale and payment integrations;
Email and SMS communications; and
Other restaurant technology and operational tools.

2.2 Feature availability

Not every feature is available to every user or restaurant. Features may vary by subscription plan, device, country, restaurant configuration and third-party integration.

2.3 Changes to the Service

We may improve, modify, replace, suspend or discontinue any part of the Service. Where reasonably practicable, we will provide Restaurant Customers with notice of a material change that significantly affects their paid use of the Service.

3. Relationship Between Plateful and Restaurants

3.1 Technology provider

Plateful provides the technology platform used by participating restaurants. Unless expressly stated otherwise, Plateful is not the restaurant, merchant, food provider or seller involved in a Guest’s order, reservation or visit.

3.2 Restaurant responsibility

Each restaurant is independently responsible for:

Its menus, products, prices, taxes and availability;
Food preparation, ingredients and allergen information;
Restaurant operating hours and service;
Order acceptance, fulfilment, refunds and cancellations;
Reservation availability, wait times and seating decisions;
Customer service provided at the restaurant; and
Compliance with laws applicable to its business.

3.3 Transactions with restaurants

A Guest’s purchase, reservation or other transaction is generally made directly with the applicable restaurant. Any dispute concerning food, service, pricing, fulfilment, refunds, restaurant policies or the Guest’s experience should first be directed to that restaurant.

3.4 No guarantee of restaurant performance

Plateful does not control and is not responsible for a restaurant’s acts, omissions, food quality, menu accuracy, wait times, availability or performance of its obligations to Guests.

4. Restaurant Accounts and Responsibilities

4.1 Account information

Restaurant Customers must provide accurate, current and complete information and promptly update that information when it changes.

4.2 Account security

Restaurant Customers are responsible for:

Maintaining the confidentiality of usernames, passwords and access credentials;
Limiting access to authorized personnel;
Activity occurring through their accounts;
Promptly removing access for former personnel; and
Notifying us immediately of suspected unauthorized access or security incidents.

4.3 Restaurant content

Restaurant Customers are responsible for menu descriptions, prices, photographs, trademarks, policies, messages and other content they upload or make available through the Service (“Restaurant Content”).

Restaurant Customers represent that they have all rights and permissions required to use and provide Restaurant Content and that it is accurate, lawful and not misleading.

4.4 Guest communications

Restaurant Customers may use Plateful’s communication tools only for lawful purposes and only where they have obtained any consent required by applicable law. Transactional reservation and waitlist consent must not be treated as consent for unrelated marketing.

5. Guest Use of the Service

5.1 Accurate information

Guests must provide accurate contact, order, reservation, party-size and payment information when using the Service.

5.2 Menu and availability information

Menu items, prices, availability and other restaurant information may change without notice. The restaurant’s confirmed price and availability at the time an order is accepted will apply, subject to applicable law.

5.3 Allergies and dietary requirements

Guests with allergies or dietary restrictions must contact the restaurant directly. Information displayed through Plateful may not identify every ingredient, allergen or risk of cross-contact.

Plateful does not independently verify restaurant-provided ingredient or allergen information.

6. Orders, Payments and Refunds

6.1 Orders

Submitting an order through Plateful is a request to purchase from the applicable restaurant. An order is accepted when confirmed by the restaurant or its configured system.

A restaurant may reject or cancel an order because of unavailable items, pricing errors, operating conditions, suspected fraud or other reasonable grounds.

6.2 Payments

Payments may be processed by the restaurant or by a third-party payment provider integrated with Plateful. Plateful does not necessarily receive, hold or control Guest payment funds.

Additional terms from the applicable restaurant, payment processor or financial institution may apply.

6.3 Prices and taxes

Restaurants are responsible for setting prices and applicable fees. Taxes, service charges, gratuities and other charges will be displayed where applicable.

6.4 Refunds and disputes

Refund and cancellation decisions relating to restaurant purchases are generally the responsibility of the applicable restaurant. Guests should contact the restaurant first regarding an incorrect charge, cancelled order, refund or service complaint.

7. Reservations and Waitlists

7.1 Reservation requests

A reservation is not confirmed until the Guest receives a confirmation through the Service, email, SMS or another method offered by the restaurant.

7.2 Wait-time estimates

Wait times and estimated seating times are estimates only. Actual availability may change because of restaurant conditions, party size, late arrivals, table availability and other operational factors.

7.3 Grace periods and late arrivals

Restaurants may establish grace periods and may release a table or remove a Guest from a waitlist if the Guest arrives late, does not respond, cannot be contacted or fails to comply with the restaurant’s policies.

7.4 Changes and cancellations

Restaurants may modify or cancel reservations or waitlist entries when reasonably necessary. Guests are responsible for reviewing their confirmation and promptly making or requesting any necessary changes or cancellations.

7.5 Restaurant policies

Individual restaurants may establish additional reservation policies, including cancellation deadlines, deposits, no-show fees, seating time limits and party-size requirements. Any such policies should be presented before the reservation is completed.

8. Plateful Reservation and Waitlist Notifications

8.1 Program description

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

If a Guest voluntarily provides a mobile phone number and affirmatively consents to receive SMS messages, Plateful or the applicable restaurant may send automated messages relating to that Guest’s reservation or waitlist activity.

Messages may include:

Reservation confirmations and reminders;
Reservation changes or cancellations;
Waitlist confirmations and status updates;
Estimated wait-time updates;
Table-ready notifications; and
Responses to reservation or waitlist requests.

8.2 Optional consent

Consent to receive text messages is optional and is not a condition of making a purchase, placing an order, making a reservation or joining a waitlist.

Transactional SMS consent does not constitute consent to receive unrelated advertising or promotional messages.

8.3 Message frequency and charges

Message frequency varies depending on the Guest’s reservation or waitlist activity. Message and data rates may apply.

8.4 Opting out

A recipient may opt out of text messages at any time by replying STOP. After submitting an opt-out request, the recipient may receive one final message confirming that no further messages will be sent under that messaging program.

Other supported opt-out commands may include END, CANCEL, UNSUBSCRIBE, QUIT and HALT.

8.5 Help

For messaging assistance, reply HELP or contact us at info@plateful.ai. A Guest may also contact the applicable restaurant for assistance with a specific reservation or waitlist entry.

8.6 Effect of opting out

Opting out of text messages does not automatically:

Cancel an existing reservation;
Remove the Guest from a waitlist;
Cancel an order; or
Prevent non-SMS communications that are otherwise permitted.

To change or cancel a reservation or waitlist entry, the Guest must use the applicable management link or contact the restaurant directly.

8.7 Delivery

Wireless carriers are not liable for delayed or undelivered messages. Message delivery is not guaranteed and may be affected by network availability, carrier filtering, device settings or circumstances outside our control.

8.8 Marketing messages

Plateful will not use consent given for reservation or waitlist notifications to send promotional or marketing SMS messages. Where marketing messages are offered, they will be subject to a separate consent process and any additional disclosures required by applicable law.

9. Email and Other Communications

We may send service-related emails or notifications concerning orders, reservations, waitlists, accounts, security, support and material changes to the Service.

Where required by law, marketing communications will be sent only with appropriate consent. Marketing emails may be unsubscribed from using the link provided in the communication.

10. Restaurant Subscriptions, Fees and Hardware

10.1 Commercial terms

Subscription plans, implementation services, hardware, fees, usage limits, contract periods and other commercial terms for Restaurant Customers will be set out in the applicable order form, service agreement, proposal or online checkout page (“Order Form”).

10.2 Payment

Restaurant Customers must pay all fees and applicable taxes described in the Order Form. Unless otherwise stated, fees are payable in the currency specified in the Order Form.

10.3 Renewal and cancellation

Any subscription term, automatic renewal, cancellation deadline and termination charge will be governed by the applicable Order Form. If the Order Form does not provide for automatic renewal, the subscription will not automatically renew.

10.4 Refunds

Except as required by law or expressly provided in an Order Form, subscription, setup, integration and usage fees are non-refundable once incurred.

10.5 Hardware

The purchase, lease, installation, maintenance, replacement and return of tablets, kiosks, POS equipment or other hardware will be governed by the applicable Order Form and any manufacturer terms or warranties.

11. Acceptable Use

You must not use the Service to:

Violate any law or third-party right;
Send spam or messages without required consent;
Submit false, misleading, defamatory or unlawful content;
Upload malware or harmful code;
Interfere with the security or operation of the Service;
Attempt to gain unauthorized access to accounts, systems or data;
Reverse engineer or circumvent technical restrictions, except where expressly permitted by law;
Scrape, harvest or collect personal information without authorization;
Impersonate another person or business;
Use the Service for fraudulent activity; or
Send prohibited, abusive, threatening, discriminatory or harmful content.

We may investigate suspected violations and suspend or restrict access where reasonably necessary to protect users, restaurants, third parties or the Service.

12. Privacy and Data

12.1 Privacy Policy

Our collection, use, disclosure and protection of personal information are described in our Privacy Policy.

12.2 Restaurant data

As between Plateful and a Restaurant Customer, the Restaurant Customer retains its rights in the business and customer data it lawfully submits to the Service, subject to the rights of individual data subjects.

The Restaurant Customer authorizes Plateful to process that data as necessary to provide, maintain, secure and improve the Service and to comply with law.

12.3 Compliance obligations

Restaurant Customers are responsible for providing required privacy notices and obtaining valid consent for personal information and communications they initiate through Plateful.

12.4 Aggregated data

We may create and use aggregated or de-identified information that does not reasonably identify an individual or Restaurant Customer for analytics, security, benchmarking and improvement of the Service.

13. Third-Party Services and Integrations

The Service may integrate with third-party providers, including messaging, payment, point-of-sale, hosting, email, analytics and other technology providers.

We do not control third-party services and are not responsible for their availability, security, content or performance. Third-party terms and privacy policies may apply.

We may modify or discontinue an integration if the third-party provider changes or terminates its service or if continued integration creates legal, security or operational risk.

14. Intellectual Property

14.1 Plateful ownership

Plateful and its licensors own all rights, title and interest in the Service, including its software, interfaces, designs, documentation, trademarks, logos and other intellectual property, excluding Restaurant Content and third-party materials.

14.2 Limited licence

Subject to these Terms and payment of applicable fees, Plateful grants users a limited, non-exclusive, non-transferable, revocable right to access and use the Service for its intended purpose.

14.3 Restaurant Content licence

Restaurant Customers grant Plateful a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, format and process Restaurant Content solely as necessary to provide, support and promote the applicable restaurant through the Service.

14.4 Feedback

If you provide suggestions or feedback concerning the Service, we may use that feedback without restriction or compensation, provided we do not identify you publicly without permission.

15. Confidentiality

Restaurant Customers and Plateful may receive non-public business, technical or commercial information from each other.

Each party will use reasonable measures to protect the other party’s confidential information and will use it only to perform or receive the Service, except where disclosure is required by law or the information becomes public through no breach of these Terms.

16. Service Availability and Support

We aim to provide a reliable Service but do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable because of maintenance, updates, third-party failures, network conditions or events outside our reasonable control.

Support channels, service levels and response commitments, if any, will be set out in the applicable Order Form or support policy.

17. Suspension and Termination

17.1 By Plateful

We may suspend or terminate access to the Service if:

Fees remain unpaid;
These Terms or an Order Form are materially breached;
Use of the Service creates a legal, security or operational risk;
Fraudulent or unauthorized activity is suspected;
Continued access could harm users, restaurants, Plateful or third parties; or
We are required to do so by law or a service provider.

Where reasonably practicable, we will provide notice and an opportunity to cure the issue.

17.2 By Restaurant Customers

Restaurant Customers may terminate their subscription according to the applicable Order Form.

17.3 Effect of termination

Upon termination, the right to use the Service ends. Outstanding payment obligations and provisions that by their nature should survive termination will remain in effect.

Data export and deletion will be handled according to the Order Form, Privacy Policy and applicable law.

18. Disclaimers

To the maximum extent permitted by law, the Service is provided on an “as is” and “as available” basis.

Plateful disclaims all warranties and conditions, whether express, implied or statutory, including implied warranties or conditions of merchantability, fitness for a particular purpose, title, non-infringement and uninterrupted availability.

Plateful does not warrant that:

The Service will always be available, secure or error-free;
Restaurant information will always be accurate or complete;
Messages or notifications will always be delivered;
A restaurant will accept or fulfil an order or reservation; or
Estimated wait times will be accurate.

Nothing in these Terms excludes warranties, guarantees or other rights that cannot lawfully be excluded.

19. Limitation of Liability

To the maximum extent permitted by law, Plateful and its directors, officers, employees, contractors, affiliates and licensors will not be liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of profits, revenue, goodwill, business opportunities or data, arising from or relating to the Service.

For Restaurant Customers, Plateful’s total aggregate liability arising out of or relating to the Service will not exceed the fees paid or payable by the Restaurant Customer for the affected Service during the 12 months immediately preceding the event giving rise to the claim.

For Guests who have not paid fees directly to Plateful, Plateful’s total aggregate liability will not exceed CAD $100.

These limitations do not apply to liability that cannot be excluded or limited under applicable law.

20. Indemnification

To the extent permitted by law, each Restaurant Customer will defend, indemnify and hold harmless Plateful and its directors, officers, employees and contractors from third-party claims, damages, liabilities, penalties and reasonable legal costs arising from:

The Restaurant Customer’s products, food or services;
Restaurant Content;
The Restaurant Customer’s breach of these Terms or applicable law;
Messages sent without sent without required consent;
Inaccurate menu, price, allergen or policy information; or
The acts or omissions of the Restaurant Customer or its personnel.

Plateful will promptly notify the Restaurant Customer of an indemnified claim and provide reasonable cooperation in its defence.

21. Governing Law and Jurisdiction

21.1 Governing law

These Terms shall be governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles.

21.2 Jurisdiction

Subject to any mandatory rights available under applicable consumer protection laws, any dispute arising out of or relating to these Terms or the Service shall be submitted to the exclusive jurisdiction of the courts of the Province of British Columbia, Canada.

22. Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms and revise the “Last Updated” date.

If a change materially affects a Restaurant Customer’s rights or obligations, we will provide reasonable notice through the Service, by email or through another appropriate method.

Continued use of the Service after the effective date of updated Terms constitutes acceptance of those Terms, except where additional consent is required by law.

23. General Terms

23.1 Entire agreement

These Terms, the Privacy Policy and any applicable Order Form constitute the entire agreement regarding the Service.

If an Order Form conflicts with these Terms, the Order Form will control with respect to the applicable Restaurant Customer’s commercial terms, and these Terms will control in all other respects unless expressly stated otherwise.

23.2 Assignment

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, corporate reorganization or sale of all or substantially all of our assets.

23.3 Severability

If any provision is found unenforceable, the remaining provisions will continue in effect, and the unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

23.4 Waiver

A failure to enforce a provision of these Terms does not waive the right to enforce it later.

23.5 Force majeure

Neither party will be liable for delay or failure caused by events beyond its reasonable control, including natural disasters, labour disputes, governmental action, telecommunications failures, cyberattacks or failures of third-party infrastructure.

23.6 No third-party beneficiaries

Unless expressly stated otherwise, these Terms do not create rights for any person or entity other than the parties to them.

24. Contact Us

Questions about these Terms or the Service may be directed to:

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