Acceptable Use Policy

This Acceptable Use Policy ("AUP") sets out the rules and guidelines that govern your use of the Ordeliya platform and all associated services. It applies to all merchants, their authorized staff members, and any individual or entity that accesses or uses the Ordeliya platform. This AUP is incorporated into and forms part of the Ordeliya Terms of Service ("Agreement").

Ordeliya ApS ("Ordeliya," "we," "us," or "our") provides a restaurant management platform that enables food businesses to operate online ordering, digital menus, table reservations, kitchen display systems, email marketing, delivery management, and related services. The platform is built on trust: trust between Ordeliya and our merchants, between merchants and their customers, and between all participants in the restaurant ecosystem.

This AUP exists to protect that trust. By using the Ordeliya platform, you agree to comply with this AUP in its entirety. Violation of this AUP may result in suspension or termination of your access to the platform, as described in the Enforcement section below.

This AUP should be read in conjunction with our Terms of Service, Privacy Policy, and Data Processing Agreement. If there is any conflict between this AUP and the Terms of Service, the Terms of Service shall prevail unless the AUP provision specifically states otherwise.

Ordeliya is purpose-built for the food service industry. Our platform is designed to help restaurants, cafes, bakeries, and other food businesses serve their customers better, operate more efficiently, and grow sustainably. The following principles guide our expectations for all users of the platform:

Legal Compliance

All merchants must operate in compliance with the laws and regulations applicable in their jurisdiction. This includes, but is not limited to, food safety regulations, consumer protection laws, tax obligations, employment laws, data protection regulations (such as the GDPR), and any licensing or permit requirements for food service establishments. Ordeliya is not a substitute for legal counsel, and merchants are responsible for understanding and complying with the laws that govern their operations.

Honest Business Practices

Merchants must represent their businesses, products, and services accurately and honestly. Menu descriptions, pricing, images, allergen information, and delivery estimates should reflect reality. Deceptive practices that mislead customers undermine the trust that is essential to the restaurant industry and to the Ordeliya marketplace.

Food Safety First

The health and safety of restaurant customers is paramount. Merchants must maintain appropriate food safety standards, provide accurate allergen and dietary information, and comply with all applicable health and hygiene regulations. The Ordeliya platform includes tools for allergen tracking and food safety compliance (such as the Egenkontrol module for Danish regulations), and merchants are encouraged to use these features diligently.

Respect for Customers and Community

Merchants must treat their customers, staff, delivery personnel, and the broader community with respect and dignity. Discriminatory practices, harassment, or any form of abuse directed at customers or other platform users will not be tolerated. The platform should be used to build positive relationships between food businesses and the communities they serve.

The following activities are strictly prohibited on the Ordeliya platform. Engaging in any of these activities may result in immediate suspension or termination of your account without prior notice.

Fraud and Financial Misconduct

• Using the platform to conduct fraudulent transactions, including creating fictitious orders, manipulating order totals, or processing payments for goods or services not actually provided.
• Engaging in money laundering, terrorist financing, or any financial activity that violates applicable anti-money laundering (AML) regulations.
• Manipulating the platform's analytics, reviews, or metrics through fake accounts, automated scripts, or coordinated inauthentic behavior.
• Providing false or misleading information during account registration, onboarding, or verification processes, including misrepresenting your business identity, location, or licensing status.

Illegal Activities

• Using the platform to sell, distribute, or facilitate the sale of illegal goods or services, including controlled substances, unlicensed alcohol (where a license is required), stolen goods, or any item whose sale is prohibited by law.
• Operating a food service establishment without the required permits, licenses, or health certifications as mandated by local and national authorities.
• Using the platform for any purpose that violates applicable consumer protection laws, competition laws, or trade regulations.

Deceptive Practices

• Deliberately providing inaccurate menu descriptions, allergen information, pricing, or origin claims that could mislead customers or endanger their health.
• Using bait-and-switch tactics, such as advertising products at one price and charging a different price at checkout, or advertising items that are consistently unavailable.
• Impersonating another business, individual, or entity, or falsely suggesting an affiliation with or endorsement by a third party.

Harmful and Abusive Behavior

• Harassing, threatening, intimidating, or abusing customers, other merchants, Ordeliya staff, or any other individual through the platform, including through order messages, reservation communications, email campaigns, or review responses.
• Using the email marketing module to send unsolicited commercial communications (spam) to individuals who have not provided consent, or to send communications that violate the EU ePrivacy Directive or applicable anti-spam laws.
• Uploading, distributing, or displaying content that promotes violence, hatred, discrimination, or any form of abuse based on race, ethnicity, national origin, religion, gender, gender identity, sexual orientation, disability, or age.

Technical Abuse and Security Violations

• Distributing malware, viruses, trojans, ransomware, or any other malicious software through the platform, including through uploaded files, links in menu descriptions, or email campaign content.
• Attempting to gain unauthorized access to the Ordeliya platform, its infrastructure, other merchants' accounts, or customer data. This includes exploiting vulnerabilities, brute-forcing credentials, session hijacking, SQL injection, or any other form of unauthorized access attempt.
• Scraping, crawling, or systematically extracting data from the Ordeliya platform or from other merchants' storefronts without explicit authorization.
• Reverse engineering, decompiling, disassembling, or otherwise attempting to derive the source code, underlying algorithms, or proprietary technology of the Ordeliya platform. This prohibition extends to the use of AI tools, automated analysis, or any other technological means to replicate, reconstruct, or copy Ordeliya's system architecture, business logic, or feature implementations.
• Circumventing, disabling, or interfering with any security features, access controls, rate limits, or usage restrictions built into the platform.
• Using the platform to conduct denial-of-service attacks, port scanning, or network probing against Ordeliya infrastructure or any third-party systems.

The Ordeliya platform is designed for legitimate food service businesses. The following types of content may not be published, uploaded, or distributed through the platform, including through menus, product descriptions, images, email campaigns, storefront pages, or any other content area.

Illegal and Regulated Substances

• Controlled substances, recreational drugs, or any substance whose sale is prohibited or restricted by law and for which the merchant does not hold the required license.
• Pharmaceutical products, dietary supplements, or health products that make unsubstantiated medical claims or that require a prescription or license to sell.
• Tobacco products or electronic cigarettes, unless the merchant holds all required licenses and the sale complies with applicable age verification requirements.

Counterfeit and Infringing Content

• Products falsely labeled or presented as originating from a particular brand, producer, or region when they do not (for example, claiming a non-certified product is organic, or misrepresenting the geographic origin of ingredients).
• Content that infringes the intellectual property rights of third parties, including copyrighted images, trademarked logos, or patented formulations used without authorization.

Harmful and Inappropriate Content

• Content that promotes discrimination, hatred, or violence against any individual or group based on protected characteristics.
• Sexually explicit material, obscene content, or content that is inappropriate for a food service context.
• Content that glorifies, encourages, or provides instructions for dangerous activities, self-harm, or harm to others.

Dangerous and Restricted Items

• Weapons, ammunition, explosives, or any other dangerous goods that are not food products.
• Live animals or products derived from endangered or protected species.
• Any product or service that falls outside the scope of food service, restaurant operations, or closely related hospitality services, unless explicitly approved by Ordeliya in writing.

Ordeliya reserves the right to remove any content that violates this AUP or that we reasonably determine to be inappropriate for the platform, with or without prior notice to the Merchant.

As a platform serving the food industry, Ordeliya places particular importance on food safety and regulatory compliance. While Ordeliya provides tools to support compliance, the Merchant bears ultimate responsibility for the safety and quality of the food it prepares and serves.

Food Safety Standards

Merchants must maintain food safety and hygiene standards that comply with all applicable regulations in their jurisdiction. For merchants operating in the European Union, this includes compliance with Regulation (EC) No 852/2004 on the hygiene of foodstuffs and any national implementing legislation. For merchants operating in Denmark, this includes compliance with the Danish Food Safety Authority (Foedevarestyrelsen) requirements, including the Smiley scheme where applicable.

Allergen Information

Merchants are required to provide accurate allergen information for all products listed on their digital menus, in compliance with Regulation (EU) No 1169/2011 on food information to consumers. The Ordeliya platform provides allergen tracking tools and the ability to tag products with the 14 major allergens recognized under EU law. Merchants must keep this information current and update it whenever recipes or ingredients change.

Licensing and Permits

Merchants must hold all necessary permits, licenses, and certifications required to operate a food service establishment in their jurisdiction. This includes, but is not limited to, food handling permits, business registration, alcohol licenses (if applicable), and any other regulatory approvals. Ordeliya may request proof of licensing at any time, and failure to provide such proof may result in suspension of the Merchant's account.

Egenkontrol (Self-Inspection)

For merchants operating in Denmark, the Ordeliya platform includes an Egenkontrol (self-inspection) module designed to help merchants document their food safety practices in accordance with Danish regulations. While the module provides templates and tracking tools, the Merchant is responsible for the accuracy and completeness of all self-inspection records. The Ordeliya Egenkontrol module is a supporting tool, not a substitute for professional food safety consulting or regulatory guidance.

Product Recalls and Safety Alerts

If a Merchant becomes aware of a food safety issue affecting products sold through the Ordeliya platform, including ingredient recalls, contamination incidents, or allergen mislabeling, the Merchant must immediately remove affected products from their digital menu and take all necessary steps to inform affected customers. Ordeliya will cooperate with merchants and regulatory authorities in the event of food safety incidents.

Ordeliya allocates platform resources (compute, storage, bandwidth, API capacity) based on the Merchant's subscription plan. To ensure a reliable and fair experience for all merchants on the platform, the following fair use guidelines apply.

API Rate Limits

The Ordeliya API enforces rate limits to protect platform stability and prevent abuse. The default rate limit is 100 requests per 60 seconds per authenticated session. Higher rate limits may be available on enterprise plans. Merchants must not attempt to circumvent rate limits by creating multiple accounts, rotating API keys, or using distributed request patterns designed to evade throttling. If your legitimate business needs exceed the default rate limits, please contact our support team to discuss your requirements.

Storage and Media

The media library and asset storage provided by Ordeliya are intended for content directly related to your restaurant operations: product images, menu photos, logos, marketing campaign assets, and similar materials. The storage must not be used as a general-purpose file hosting service, for archiving unrelated files, or for distributing content that is not related to your food service business. Ordeliya reserves the right to set and enforce storage limits based on subscription plan tiers.

Email Marketing

The email marketing module is provided for legitimate customer communication related to your restaurant business. This includes promotional campaigns, newsletters, order confirmations, reservation reminders, and similar messages. The email module must not be used for mass unsolicited email (spam), for sending messages on behalf of third parties, or for any purpose unrelated to your restaurant's customer communications. Sending rates, list sizes, and campaign volumes are subject to plan-based limits and are monitored to maintain deliverability for all merchants on the platform.

Prohibited Resource Usage

• Using Ordeliya infrastructure for cryptocurrency mining, distributed computing projects, or any computational task unrelated to the platform's intended restaurant management functions.
• Running automated scripts, bots, or tools that place excessive load on the platform infrastructure, degrade performance for other merchants, or are designed to exploit platform resources beyond what is allocated to your subscription plan.
• Reselling, sublicensing, or providing access to the Ordeliya platform or any of its features to third parties, except as expressly permitted in the Agreement (for example, granting staff access through the platform's built-in user management system).
• Using the platform to benchmark, evaluate, or develop a competing product or service.

Ordeliya takes violations of this AUP seriously. We employ a graduated enforcement approach that is proportionate to the severity and nature of the violation, while reserving the right to take immediate action in cases involving serious harm, illegal activity, or imminent risk to platform integrity.

Graduated Enforcement

Our enforcement process generally follows these stages, though Ordeliya may skip stages or escalate immediately depending on the severity of the violation:

1. Warning: For first-time or minor violations, we will notify you of the specific policy violation, explain what corrective action is required, and provide a reasonable deadline (typically 7 to 14 calendar days) to remedy the issue.
2. Feature Restriction: If a violation is not corrected after a warning, or if the violation is related to a specific feature (such as email marketing abuse), we may restrict access to the affected feature while the rest of your account remains operational. You will be notified of the restriction and the steps required to restore access.
3. Account Suspension: For repeated violations, serious policy breaches, or failure to correct issues after a feature restriction, we may suspend your entire account. During suspension, your storefront will be taken offline, and you will not be able to process orders. You will be notified of the suspension and given the opportunity to respond.
4. Account Termination: In cases of severe or repeated violations, or if corrective action is not taken during a suspension period, we may permanently terminate your account. Upon termination, you will have a 90-day window to export your data, as described in our Terms of Service. After the export window, all data associated with your account will be deleted.

Immediate Action

Ordeliya reserves the right to take immediate action, including suspension or termination without prior warning, in the following circumstances:

• The violation involves illegal activity or poses a risk of legal liability for Ordeliya.
• The violation creates a food safety risk for consumers.
• The violation involves a security breach or active exploitation of platform vulnerabilities.
• The violation is causing or is likely to cause significant harm to other merchants, customers, or the platform infrastructure.
• The violation involves fraud, identity theft, or financial misconduct.

Appeals Process

If you believe an enforcement action was taken in error or is disproportionate, you may submit an appeal in writing to appeals@ordeliya.com within fourteen (14) calendar days of receiving notice of the enforcement action. Your appeal should include a description of the situation, any relevant evidence, and the resolution you are seeking. Ordeliya will review the appeal within fourteen (14) business days and provide a written response. The decision on the appeal shall be final.

During the appeals process, the enforcement action will remain in effect unless Ordeliya determines that maintaining the action would cause disproportionate harm and that temporarily lifting it does not pose a risk to the platform, its users, or third parties.

Maintaining a safe and trustworthy platform is a shared responsibility. If you become aware of any activity on the Ordeliya platform that you believe violates this AUP, we encourage you to report it so we can investigate and take appropriate action.

How to Report

You can report a suspected violation through any of the following channels:

• Email: Send a detailed report to abuse@ordeliya.com
• Dashboard:Use the "Report an Issue" option in the Ordeliya administration dashboard (available under the Help menu).
• Customer complaints:Customers who encounter issues on a merchant's storefront may report them through the contact information provided at the bottom of each storefront.

When reporting a violation, please include as much detail as possible: the nature of the violation, the merchant or storefront involved, any relevant URLs or screenshots, and the date and time you observed the issue. The more specific your report, the more effectively we can investigate.

Investigation Process

Upon receiving a report, Ordeliya will acknowledge receipt within two (2) business days and begin an internal investigation. The investigation may include reviewing platform logs, examining the reported content or activity, and contacting the involved parties for additional information. The timeline for resolving an investigation depends on its complexity, but we aim to reach a determination within fourteen (14) business days for straightforward cases.

Confidentiality

Ordeliya will treat all violation reports with appropriate confidentiality. The identity of the reporter will not be disclosed to the reported party unless required by law or necessary for the investigation (for example, if the report involves a dispute between two identifiable parties). Ordeliya will make reasonable efforts to protect reporters from retaliation, and any retaliatory actions by a merchant against a reporter will itself be treated as a violation of this AUP.

Good Faith Reporting

Reports must be made in good faith. Knowingly submitting false, misleading, or malicious reports is itself a violation of this AUP. If Ordeliya determines that a report was submitted in bad faith, we may take enforcement action against the reporter.

Ordeliya may update this Acceptable Use Policy from time to time to reflect changes in our services, legal requirements, industry best practices, or enforcement experience. When we make changes, we will update the "Last updated" date at the top of this page.

For material changes that may significantly affect your use of the platform, we will provide at least thirty (30) calendar days' advance notice before the changes take effect. Notice will be provided via email to the primary contact address on your account and through a prominent notification in the Ordeliya administration dashboard.

If you do not agree with the updated AUP, you may terminate your account before the changes take effect. Continued use of the Ordeliya platform after the effective date of the updated AUP constitutes acceptance of the changes. We encourage you to review this AUP periodically to stay informed about the standards and expectations for platform use.

Previous versions of this AUP may be obtained by contacting legal@ordeliya.com.