Clear Terms. Fair Use. Built for Real Businesses.

1) Acceptance of Terms

By creating an account, onboarding a location, or using any SnapDiner Service, you agree to these Terms. If you do not agree, do not use the Services.

2) Key Definitions

• Merchant: the business using SnapDiner (you).
• Site: your SnapDiner-powered website and online ordering pages.
• Marketplace (SnapDiner Local): a curated, consumer-facing directory intended to promote independently owned restaurants and drive direct customer traffic. The Marketplace is distinct from (and not required for) the core Site/website service.
• Order Display: tablet or device UI showing incoming orders.
• POS: point-of-sale module and dashboards.
• AI Phone Assistant: call handling/IVR/transcription features.
• We/Us: SnapDiner.

3) Services Description

SnapDiner provides website generation, online ordering, order/kitchen displays, POS, payment integrations, phone/AI assistant, analytics, and related tooling. Certain components rely on third-party providers (payments, telephony, hosting, mapping).

We continuously improve the Services and may add, modify, or remove features with notice where material.

3A) Marketplace (SnapDiner Local)

3A.1 Eligibility (Independently Owned Restaurants Only)

• Marketplace participation is limited to independently owned restaurants and excludes franchise, chain, or corporate-branded locations.
• Eligibility is determined by SnapDiner at its sole discretion and may be re-evaluated at any time.

3A.2 Availability Integrity (Hours, Ordering Status, Messaging)

• Restaurants listed in the Marketplace must maintain accurate hours, ordering status, and public-facing messaging.
• Misleading availability, publicly discouraging customers from using the Site/ordering while listed, or inconsistent open/closed or ordering status may result in reduced visibility, removal from the Marketplace, suspension of ads/promotional placement, or loss of Marketplace eligibility.
• Marketplace remedies do not automatically terminate the underlying Site/website service unless misuse continues or escalates under other sections of these Terms.

3A.3 Marketplace Advertising & Branding License

You grant SnapDiner a limited, non-exclusive, revocable license to use your restaurant name, logo, and branding solely to promote your restaurant within Marketplace listings and Marketplace-related advertisements that direct customers to your restaurant (including links to your Site and ordering pages). This license automatically terminates upon opt-out from the Marketplace and/or upon termination of the applicable Services.

3A.4 Opt-Out (No Penalty)

You may opt out of Marketplace listings and/or Marketplace promotional branding use at any time through the portal or by written request to support. There is no penalty for opting out. However, opt-out may reduce exposure and direct customer traffic attributable to the Marketplace.

3A.5 Marketplace Enforcement

Repeated misuse, failure to correct misleading information, or refusal to comply with Marketplace integrity standards may result in Marketplace removal, suspension of promotional placement, conversion to a website-only configuration, and/or additional remedies under the misuse and fee sections of these Terms. All outstanding balances remain due and payable.

4) Accounts, Access & Equipment

• Provide accurate account info and maintain credential security. You are responsible for all activity under your account.
• Merchants supply suitable hardware (tablet, power, network) unless otherwise agreed in writing.
• If SnapDiner loans equipment, the loan terms in §13 apply.

5) Merchant Responsibilities (Operations Integrity)

5.1 Good-Faith Operation & Basic Checks

You must operate the system in good faith. Before assuming a system fault or disabling online orders, you will perform basic checks: ensure the tablet is powered and online, confirm store hours are correct, review POS/Order Display filters, and verify order statuses.

5.2 Timely Reporting

Report suspected issues to SnapDiner within one business hour of discovery. Allowing issues to persist for multiple orders before contacting support constitutes neglect of operational duty.

5.3 Hours & Availability

You are solely responsible for keeping hours accurate, including special closures, late openings, and early closures. If customers place orders while you are closed due to unmaintained hours, you are responsible for refunds and any direct customer remediation.

6) Online Ordering Availability Policy

• Default On: During posted business hours, online ordering must remain enabled by default.
• Valid Pauses: Temporary pauses are permitted for (a) power/internet outage, (b) expected wait time > 45 minutes, (c) genuine emergency (staffing/equipment failure).
• Invalid Pauses: Habitual or convenience-based pausing is prohibited.
• Effective Suspension via Public Messaging: Publicly discouraging customers from using the Site or online ordering while online orders remain enabled (e.g., telling customers “don’t order online,” “the site is down,” or similar) constitutes an effective suspension of online ordering and is treated the same as turning orders off without following proper procedure.
• Misuse Remedies: We may require a clarification to customers, assess an operational recovery fee $25–$50 per incident, and/or suspend or terminate service.
• Website Service Continuation Charge: If you are marked Open during posted business hours and online ordering is turned off or effectively suspended by any means, a $5 charge may apply per incident/activation. Rationale: your website continues to operate and provide value (visibility, business info, and menu) and still incurs hosting/maintenance costs typically funded by online order commissions. This charge does not apply when you are closed or outside posted hours. We will happily waive the charge for verified platform issues—contact support to report and confirm a system problem.

7) Daily Open/Closed Prompt

• The daily prompt asks: “Are you open today?”
• No response or “No” = Closed for the day. The Site will show “Closed today.” An automated call/notice may confirm closure.
• If you are open but need to stop online orders, use the Pause Orders tool. The daily prompt is not a shortcut for pausing.
• Misrepresenting status (marking closed while open) is a policy violation and may incur remedies stated in §18.

8) Order Status Handling & Support Escalation

• Active statuses are Pending → Preparing → Fulfilled; Complete closes/hides the order from the active view.
• Only mark Complete after the order is paid and handed to the customer. Confirmation dialogs may apply.
• If an alert indicates a new order but none appear, first reset filters and review the POS “Completed” list before assuming a system fault.
• Self-resolution steps are required prior to disabling online orders or contacting support.

9) Public Posting of Outages Policy

9.1 Truthful Posts Encouraged — Support First

You may post publicly about a genuine outage. To protect accuracy and customer trust, you must contact SnapDiner support first so we can confirm and provide details.

9.2 False/Misleading Outage Posts Prohibited

Do not claim the Site or system is “down” when the issue is your tablet, internet, hours, filters, or operator actions.

9.3 Corrections & Remedies

• Upon request, promptly delete or correct a false post to clarify that the platform was operational.
• Refusal to correct may incur a Public Relations Recovery Fee $50 and may result in suspension or termination at our discretion.

10) Customer Communication & Corrections

If customers were misled due to operator error (e.g., left online ordering open while closed, false “site down” claims), you must inform customers that the platform functioned correctly and the issue was internal. We may provide a template; you must use substantially similar language.

11) Support, Alerts & Incident Response

• We offer business-hours support for standard issues. Critical platform incidents are prioritized.
• The system may issue automated alerts (e.g., unacknowledged orders) and phone notifications to mitigate missed orders.
• Repeated reliance on support to perform tasks available in self-service (update hours, pause orders, change messages) may incur an operational recovery fee $25–$50 per incident.

12) Fees, Billing & Payment

• Subscriptions are billed in advance per the selected plan. Usage-based fees (e.g., AI/telephony minutes) are billed in arrears.
• Payment processing fees are assessed by the applicable processor per their schedule.
• We may modify pricing with 30 days’ notice to existing customers.
• Invoices are due on receipt unless otherwise stated. Late or failed payments may lead to suspension.
• Website Service Continuation Charge: A $5 fee may be assessed when online ordering is turned off or effectively suspended by any means while marked open during posted business hours. The fee reflects ongoing website service and is typically funded by online order commissions. The fee is not charged when closed/outside hours and is waived for verified platform issues reported to support.

13) Outstanding Balances & Equipment

• Upon termination for any reason, all outstanding balances are immediately due and payable (subscriptions, usage, commissions, equipment balances).
• If equipment was loaned/subsidized and used, it is considered non-returnable/non-reusable. Any remaining equipment balance becomes due immediately.
• Payment Authorization: You authorize SnapDiner to immediately charge the card on file for any amounts owed. If no valid card is on file, payment is due within 7 days.

14) Fair Use & Anti-Abuse

• No unlawful content, activities, or processing. Comply with applicable licensing, health, privacy, telephony/recording, and payments rules.
• No circumvention of security or platform controls; no reselling Services to third parties without written consent.
• Use AI features with appropriate consent and disclosures where required by law.

15) Privacy & Data Processing Summary

• SnapDiner acts as a processor for customer data you control. You remain responsible for your legal basis, notices, and responding to data requests.
• We secure data using industry-standard measures and retain data only as needed for Services and legal obligations.
• Telephony/AI transcriptions may be stored to provide features and quality assurance.

16) Service Availability

We target high availability and aim to minimize disruption. Availability depends on third-party providers and networks. Maintenance, provider outages, force majeure, and security interventions may affect uptime. We will communicate material incidents and status where practicable.

17) Third-Party Services

Payments, telephony, hosting, and mapping may be provided by third parties subject to their own terms and fees. Your use of those services is subject to those terms.

18) Suspension & Termination

• We may suspend or terminate access for violations, non-payment, platform misuse, or to protect platform integrity and reputation.
• Termination at Will: SnapDiner may terminate the agreement at any time, for any reason or no reason, at our discretion.
• Refusal to correct a false or misleading public post (see §9) may result in suspension or termination at our discretion.
• Upon termination: access ceases; you may request a data export within 30 days; outstanding amounts are immediately due (§13).

19) Trials, Cancellations & Refunds

If a free trial is offered, cancellation before its end avoids subscription charges. Usage-based fees already incurred are non-refundable. Unless required by law or expressly stated, fees paid are non-refundable.

20) Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of Tennessee, without regard to conflict-of-laws rules. Any dispute will be resolved through binding arbitration administered by the American Arbitration Association. You waive the right to participate in a class action or class arbitration.

21) Changes to Terms

We may update these Terms from time to time with or without notice. Current terms can always be found on our website. Continued use of the Services after the effective date constitutes acceptance.

22) Disclaimers & Limitation of Liability

• The Services are provided “as is” and “as available.” We disclaim warranties of merchantability, fitness for a particular purpose, and non-infringement.
• We are not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits/revenue, data loss, or business interruption.
• To the maximum extent permitted by law, our total liability for any claim is limited to the amounts you paid to SnapDiner in the 12 months preceding the event.

23) Indemnification

You will defend, indemnify, and hold SnapDiner harmless from claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising from (a) your content or operations, (b) violation of laws or these Terms, (c) misuse of AI/telephony/recording features, or (d) third-party claims related to your handling of customer data or payments.

24) Miscellaneous

• Entire Agreement: These Terms plus any written addenda are the entire agreement.
• Severability: If any provision is unenforceable, the remainder remains in effect.
• Assignment: You may not assign without our consent; we may assign to an affiliate or successor.
• Force Majeure: Neither party is liable for delays/failures due to causes beyond reasonable control.
• Notices: We may send notices to your account email; you may contact us at the addresses below.

25) Contact

Questions about these Terms?

• Email Legal: legal@snapdiner.com
• Email Support: support@snapdiner.com

Quick Reference — Enforcement Ladder

• Educate: Friendly reminder and guidance.
• Warn: Formal notice referencing the applicable section(s).
• Fees: Operational Recovery $25–$50 or PR Recovery $50 where applicable.
• Suspend/Terminate: To protect platform integrity and reputation; all balances due immediately.