Terms for customers

1. About MyOTgo

MyOTgo for customers (the MyOTgo Food app and food.myotgo.com) is run by MYOTGO TECH LTD, a company registered in England and Wales (company number 16704380), registered office 39A Brookfield Road, Northampton NN2 7LP ("MyOTgo", "we", "us"). Contact us at support@myotgo.com.

MyOTgo helps you find independent restaurants, takeaways and other food businesses ("restaurants"), see their menus, order from them and book tables. The restaurants are separate businesses: when you order, your contract for the food is with the restaurant, and MyOTgo provides the app and arranges the payment for them. The seller is the restaurant: its legal name and address are shown on its page in the app, at checkout and on your receipt. MyOTgo does not deliver food: the restaurant delivers it or you collect it. A blue tick next to a restaurant's name means MyOTgo checked its company and food registration on the date shown; restaurants without a tick have not been checked by us, which says nothing bad about them. These terms are between you and us, and cover your use of MyOTgo.

By creating an account or ordering, you agree to these terms. How we handle your personal data is explained in our Privacy Policy.

2. Your account

• You need to be at least 16 to create an account. You must be 18 or over to order alcohol or other age-restricted products, and the restaurant or driver may ask for ID.
• Give us true details, keep your sign-in safe, and tell us at support@myotgo.com if you think someone else is using your account.
• You can browse menus without an account. Some things, like ordering through the app's home and saving addresses, need one.

3. Ordering and paying

• Restaurant fees. Restaurants pay 0% food commission on collection orders only, from customers they bring through a verified first restaurant QR or tracked link, permanently for that restaurant including later direct Food visits. Delivery and customers MyOTgo brings use the normal 4%/8%/12% schedule (months 1–4/5–8/9 onwards), unless an explicit business rate applies. Card processing (1.9% + 20p), restaurant AI and delivery are separate business costs; they do not add a hidden customer service charge. Changing order type requires a new quote before payment.
• Prices. Menus and prices come from the restaurant. The total you see before you pay (food, any delivery fee and any tip you add) is what you pay. MyOTgo doesn't add a service charge on top.
• Card held first. When you place an order, your card is only held for the amount, not charged. The restaurant then accepts or declines it, usually within a few minutes.
  • If they accept, your card is charged and you'll get a receipt by email.
  • If they decline or don't answer in time, the hold is released and you're not charged. Your bank may take a few days to show the hold as gone.
• Payments are processed by Stripe and paid to the restaurant. We never see or store your full card number.
• Tips go to the restaurant in full (for example for its driver).
• Offers and promo codes are the restaurant's own: it decides them and pays for them. Each one has its rules (for example first orders only, a minimum spend, certain times, or once per customer), shown in the app. Normally only the best offer applies to an order. We may refuse an offer used against its rules, for example with several accounts.
• Points are each restaurant's own loyalty scheme, kept for you when you share your details with restaurants you order from. You collect them on orders that are paid and spend them at that restaurant as a discount. Points aren't money: they can't be exchanged for cash, moved to another restaurant or given to someone else. A refund takes back the points that order earned, an order that isn't paid gives back the points it used, and points can end after a time without orders, as the restaurant says. If a restaurant stops its scheme or leaves MyOTgo, its points end.
• Orders for later. You can order for a time later today or tomorrow, when the restaurant is open then.
• Delivery and collection are arranged as stated on your order. Times are estimates. Please be there to receive your order or collect it on time.
• Cancelling. You can cancel while the restaurant hasn't yet accepted your order. Once they've accepted it they start making your food, so you can't cancel it then, and because food is perishable the usual 14-day right to cancel doesn't apply. Our Cancellation and Refund Policy explains when you get your money back. If something is wrong with your order, see section 7.

4. Allergies and food information

Allergen, dietary and ingredient information is written by each restaurant and shown exactly as they gave it. Restaurants can make mistakes and recipes can change. If you have a food allergy or intolerance, contact the restaurant before ordering and check when your food arrives. If no allergen information is shown, the restaurant hasn't declared any: ask the restaurant (its phone number is on its page). MyOTgo's assistant only repeats what the restaurant declared for each dish; it never works allergens out from a dish's name or ingredients and never tells you a dish is safe for your allergy. Saving your diets and allergies in the app helps filter menus and guide the assistant, but it is not a guarantee, and restaurants don't see them: mention your allergies in your order notes too. Allergies are health information, so the app asks for your OK before saving them.

5. The assistant

• The assistant is an AI that helps you find dishes, places and tables. It only states what the restaurants' menus say, but it can misunderstand you or get things wrong. Always check the dish, price and details before you confirm.
• It never orders or books by itself: you confirm every order and booking.
• When you order at a restaurant's table using its QR code, you may be talking to that restaurant's own assistant, which is set up by the restaurant.
• Your conversations are kept so you can come back to them; you can delete them in the app.

6. Table bookings

A booking is with the restaurant. Please arrive on time, and cancel in the app or contact the restaurant if you can't make it. The restaurant may have its own rules, such as how long they hold a table.

7. When something goes wrong

• Use Get help on your Food order for food that was not delivered, missing items, wrong food, damage, lateness or food safety. Explain what happened and optionally add photos. Your claim shows its status and the reason for its outcome. You can add evidence and appeal a rejection for review by a different staff member. If you cannot use the app, email support@myotgo.com.
• For MyOTgo customer delivery orders, your driver asks for a random, single-use four-digit delivery PIN when handing over the food. Only share it when the food arrives. You may choose contactless delivery with a handover photo. Arrival location, its accuracy, server times and contact attempts may be recorded. GPS or a photo alone is never final proof that you received your order.
• We collect order, payment and delivery evidence. Optional automated triage helps staff investigate; it cannot reject a claim or decide unclear responsibility. A person records the outcome and reason. Remedies may include a full or partial card refund or an agreed redelivery. A redelivery must be arranged with the restaurant; a case status alone does not dispatch a new driver.
• The business has seven days after a claim opens to provide evidence or challenge it. That business response period does not limit your statutory rights or prevent you asking us for help later. Contact support if a claim needs further review.
• Card refunds go back through Stripe to the original payment method. A pending refund is not yet complete; your bank controls when it appears. Failed refunds and bank chargebacks are investigated to avoid duplicate refunds.
• Responsibility normally rests with the restaurant for food it did not make, wrong food or failure by its own driver; MyOTgo bears responsibility for loss by a MyOTgo-arranged driver. Where a self-selling driver is the seller, that driver is responsible as seller. Unclear responsibility is decided by a person. These internal allocation rules do not remove your rights against the trader responsible to you.
• You have legal rights under the Consumer Rights Act 2015: food must be as described, of satisfactory quality and fit for purpose. Nothing in these terms, delivery evidence, a PIN, a reporting target or a claim outcome excludes those rights. See our refund information.

Deliveries imported from another seller’s receipt and drivers’ own deliveries are external work. MyOTgo is not responsible for fulfilling them, requires no delivery PIN or proof, and does not handle them through MyOTgo order disputes. The driver may add an optional doorstep photo; this does not change responsibility. Raise problems with the external seller or delivery provider. Your statutory rights are unaffected.

8. Reviews and what you post

• Reviews and ratings must be honest and about your own experience. Don't post anything offensive, unlawful, or that includes other people's personal details.
• You let us show what you post in MyOTgo and on the restaurant's pages. We may remove posts that break these rules.
• Restaurants can't pay for or ask for fake reviews, and we don't remove honest reviews just because they're negative.

9. Using MyOTgo fairly

Don't misuse MyOTgo: no fraudulent orders or payments, abusing restaurants or their staff, trying to get into other people's accounts, or copying or overloading the service. We may suspend accounts that do.

10. Your data

• When you order or book, the restaurant gets the details it needs: your name, contact details, address for delivery and your order.
• With "Share my details with restaurants I order from" on (you can turn it off in your account), the restaurant can also link your orders to an account on its own website.
• We may use your chats, orders and reviews to improve MyOTgo and train its AI, with personal details removed or pseudonymised where possible. We never sell your data. You can turn this off in your account (Help improve MyOTgo's AI) or by emailing us.
• Everything else is explained in our Privacy Policy.

11. Our responsibility to you

• We provide the app with reasonable care and skill. If we don't, and you lose out as a result in a way that was foreseeable, we're responsible for that.
• The restaurant, not MyOTgo, is responsible for the food, its preparation and delivery, and the information it gives about it.
• We're not responsible for losses that weren't foreseeable, or for business losses (MyOTgo for customers is for personal use).
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't let us limit.

12. Closing your account

You can stop using MyOTgo at any time. To close your account, use Account → Delete my account in the app and confirm with your email address: your details, addresses, conversations, favourites and reviews are deleted straight away (records of orders and payments are kept as the law requires). You can also email support@myotgo.com from the address on your account. We may suspend or close accounts that break these terms, and we'll tell you why unless we're not allowed to.

13. Changes

We may update these terms. The date at the top shows the latest version. If we make important changes we'll tell you in the app or by email before they apply. If you don't agree, you can stop using MyOTgo and close your account.

14. Law and complaints

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and your local consumer law protections still apply. Please tell us first about any complaint at support@myotgo.com: we'll try to sort it out quickly.