Terms of Service

Last updated: 5 October 2026

These Terms of Service ("Terms") govern your use of Orders Up (the "Service"), operated by Important Small Things Limited (company number 16431951), registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ ("we", "us", "our"). By creating an account or using the Service, you ("you", "the venue", "the owner") agree to these Terms. If you do not agree, do not use the Service.

1. The Service

Orders Up is a mobile ordering platform for bars, events, and venues. It lets you publish a menu, accept orders from your guests via a web browser, and manage those orders in a live queue. Each venue is hosted at its own subdomain (e.g. your-venue.ordersup.app).

2. Eligibility and accounts

  • You must be at least 18 years old and able to enter into a contract.
  • You are responsible for keeping your account credentials and any guest access codes confidential, and for all activity that happens under your account.
  • You must provide accurate account information and keep it up to date.
  • You are responsible for your guests' and your team's use of the Service at your venue.

3. Plans, billing and payment

Payments are processed by our reseller and Merchant of Record, Polar (Polar Software Inc.). When you purchase a plan, your contract for payment is with Polar, and Polar's terms also apply to that transaction. We do not see or store your full card details.

  • Monthly or Annual — a recurring subscription billed monthly or yearly in advance. It renews automatically at the end of each billing period until cancelled. Before each Annual renewal (and at least every six months on Monthly) we email you the renewal date and amount, with a link to cancel. You can cancel at any time in a single step from Account → Billing; cancellation takes effect at the end of the period you have already paid for. Your first payment, each Annual renewal and the first full-price payment after a promotional period carry a 14-day cooling-off with a pro-rata refund; other Monthly renewals do not (see the Refund & Cancellation Policy).
  • Archive — an optional low-cost subscription that preserves your venue data between active periods.

Prices are shown at checkout and may include taxes collected by Polar. We may change our prices; changes apply to renewals after we give you reasonable notice. Cancellation and refund terms are set out in our Refund & Cancellation Policy.

Promotions and discount codes. From time to time we may offer a promotional price or a discount code. A promotion applies for the period stated in the offer (for example, the first year of an Annual plan); unless the offer says otherwise, the plan then renews at the standard price shown to you when you bought, and each renewal reminder states the amount that will be taken. Discount codes may be limited by number of uses, date, plan or eligibility, are applied only at checkout, and cannot be exchanged for cash or applied to a payment already made. Ending a promotion does not change the price of a subscription already bought under it.

4. Your content and your guests' data

You retain ownership of the content you upload (menu, logo, branding, settings). You grant us a limited licence to host and display that content solely to provide the Service.

Your guests submit information to place orders (such as a name, table or area, and order details). As between you and us, you are the data controller for your guests' personal data and we act as your data processor, processing it on your instructions to provide the Service. You are responsible for having a lawful basis to collect guest data and for informing your guests how it is used. We are the controller for your owner account data. See our Privacy Policy for details.

The terms required by Article 28 of the UK GDPR for that controller-processor relationship are set out in our Data Processing Addendum, which forms part of these Terms. Accepting these Terms accepts it; you do not need to sign or return anything.

5. Acceptable use

You agree not to:

  • Use the Service for anything unlawful, fraudulent, or harmful;
  • Sell goods or services you are not legally permitted to sell (including age-restricted goods to minors);
  • Upload content that is illegal, infringing, or offensive;
  • Attempt to break, probe, overload, or gain unauthorised access to the Service or other venues' data;
  • Resell or white-label the Service without our written permission.

Orders Up is an ordering and queue-management tool. It does not process payments between you and your guests, and you are solely responsible for any goods you supply, for compliance with licensing, food safety, and consumer law, and for any tax you owe.

6. Availability

We aim to keep the Service available but do not guarantee uninterrupted or error-free operation. We may modify, suspend, or discontinue features, and we may carry out maintenance that temporarily affects availability.

7. Suspension, termination and data retention

  • You may cancel at any time as described in the Refund & Cancellation Policy.
  • We may suspend or terminate your access if you breach these Terms or to comply with the law.
  • When a paid plan lapses, guest ordering is disabled and your venue data is kept for 14 days. If you reactivate within that window your venue continues where it left off. After 14 days your venue data is permanently deleted — unless you hold an Archive plan, which preserves it for as long as that plan is active.
  • While your venue is active, completed orders are deleted automatically 90 days after completion and the venue activity log after 180 days. Export anything you need to keep before then.

8. Disclaimers and liability

The Service is provided "as is" to the fullest extent permitted by law. Nothing in these Terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or for fraud). Subject to that, we are not liable for indirect or consequential loss, loss of profits, revenue, goodwill, or data, and our total liability arising out of or in connection with the Service in any 12-month period is limited to the amount you paid for the Service in that period.

Nothing in these Terms affects the statutory rights of consumers that cannot be excluded under applicable law.

9. Changes to these Terms

We may update these Terms from time to time. If we make material changes we will give reasonable notice (for example, by email or in-app). Continued use after changes take effect means you accept the updated Terms.

10. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction, without affecting any mandatory consumer protections available to you in your country of residence.

11. Contact

Questions about these Terms? Contact us at support@ordersup.app.