Terms & Privacy

Terms of Service

These Terms of Service (the "Terms") govern your access to and use of the Orderlya platform, websites, mobile apps and related services (together, the "Service"), operated by Orderlya ("Orderlya", "we", "us"). By creating an account, starting a free trial, or using the Service, you agree to these Terms on behalf of your restaurant or business ("you").

1. The Service

Orderlya is a software-as-a-service platform that helps restaurants take and manage orders across WhatsApp, Instagram, Messenger, a web storefront and an in-house point of sale, and run related operations such as the kitchen display, delivery dispatch, menus, loyalty and reporting. We provide the Service on a subscription basis and continue to develop and improve it over time.

2. Accounts & eligibility

To use the Service you must register an account, provide accurate information, and keep your login credentials secure. You are responsible for all activity under your account and for the staff accounts you create. You must be legally able to enter into a contract and operate a food business in your jurisdiction. Notify us promptly of any unauthorised use of your account.

3. Free trial

New restaurants may start a 14-day free trial without a credit card. The trial runs for 14 days and includes 50 AI-channel orders — orders received through your WhatsApp, Instagram or Messenger channels — so you can try the AI; if those are used up, only the AI pauses — POS, dine-in, phone and aggregator orders remain unlimited and are never metered, and you are not locked out of the Service. There is no permanent free tier. Unless you subscribe to a paid plan, access to paid features ends when the trial ends; your data is retained per the Privacy Policy until you delete your account or ask us to remove it.

4. Plans, fees & billing

Paid plans are billed monthly in Egyptian Pounds (EGP) at the prices shown on our pricing page. Orderlya charges no commission on your sales — you keep the full value of every order. Your plan includes a monthly allowance of AI-channel orders — orders received through your WhatsApp, Instagram or Messenger channels, which count toward the allowance whether the AI or a member of your team handles the conversation. Orders placed by your staff on the POS, at the table, by phone, or received from a delivery aggregator are always unlimited and free. You can purchase add-on order packs and optional add-ons at any time. Fees are exclusive of any taxes, which are your responsibility where applicable.

5. Cancellation & refunds

You may cancel your subscription at any time from your account settings; self-service cancellation is available in-product. Cancellation takes effect at the end of the current billing period, and you retain access until then. Except where required by law, monthly fees already paid are non-refundable, and cancelling during a free trial means you are never charged. We do not automatically delete your data on cancellation — you can export or request deletion of your data as described in the Privacy Policy.

6. Acceptable use

You agree to use the Service lawfully and not to: send unlawful, deceptive, or unsolicited bulk messages; violate the terms of connected channels such as WhatsApp, Meta or payment providers; infringe others' rights; upload malware; attempt to breach security, reverse-engineer, or resell the Service without authorisation; or use it to process orders for illegal goods. You are responsible for the content of your menu, messages and offers, and for complying with the messaging and commerce policies of the channels you connect.

7. Your content & data

You retain ownership of your menu, your customer relationships, your messages and all content you provide ("Your Content"). You grant us the limited licence needed to host and process Your Content solely to operate and improve the Service for you. As between you and Orderlya, your customer data is yours; we act as your processor for the personal data you handle through the Service, as described in the Privacy Policy.

8. Intellectual property

The Service, including its software, design, and the Orderlya name and marks, is owned by Orderlya and protected by intellectual-property laws. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. We welcome your feedback and may use it to improve the Service without obligation to you.

9. Third-party services

The Service integrates with third parties such as WhatsApp and Meta, payment providers (for example Paymob), messaging and hosting providers, and, where you enable them, delivery aggregators. Your use of those services is subject to their own terms, and their availability is outside our control. We are not responsible for third-party services, but we choose them carefully and pass through only what is needed to run the features you switch on.

10. Early features, availability & disclaimers

Some features are labelled early, experimental, or coming soon — for example demand forecasting, anomaly detection, ETA e-invoicing, aggregator sync and offline mode. These are offered as-is, as hints rather than guarantees, and may change or be withdrawn. We work hard to keep the Service available and accurate, but except as expressly stated the Service is provided "as is" and "as available", without warranties of any kind to the maximum extent permitted by law. You are responsible for your own business decisions, pricing, tax filings and order fulfilment.

11. Limitation of liability

To the maximum extent permitted by law, Orderlya is not liable for indirect, incidental, special or consequential damages, or for lost profits, revenue, goodwill or data. Our total liability arising out of or relating to the Service is limited to the fees you paid us in the three months before the event giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

12. Suspension & termination

We may suspend or terminate access if you materially breach these Terms, fail to pay, or use the Service in a way that risks harm to others or to the platform. Where practical we will give notice and an opportunity to fix the issue. You may stop using and close your account at any time.

13. Changes to the Service and these Terms

We may update the Service and these Terms from time to time. If we make a material change, we will take reasonable steps to let you know, and the updated "Last updated" date will appear above. Continuing to use the Service after changes take effect means you accept the updated Terms.

14. Governing law

These Terms are governed by the laws of the Arab Republic of Egypt, and the courts of Cairo, Egypt have jurisdiction over any dispute, without prejudice to any mandatory consumer-protection rights you may have where you operate.

Privacy Policy (PDPL)

This Privacy Policy explains how Orderlya handles personal data, in line with Egypt's Personal Data Protection Law (Law No. 151 of 2020, "PDPL") and good international practice. In short: your restaurant's data and your customers' data belong to you. We use personal data only to run the Service for you, we keep every restaurant's data strictly separated, and we never sell it.

Our role: controller and processor

For your restaurant's own account and billing data, Orderlya acts as a controller. For the personal data of your customers that flows through the Service — names, phone numbers, addresses, order history and messages — you are the controller and Orderlya acts as your processor, handling that data only on your instructions to provide the Service.

Data we process

We process: account data (your name, business details, contact and login credentials); operational data (menus, orders, delivery and reporting); your customers' data (contact details, delivery addresses, order and message history) as your processor; and technical data (device, log and usage information needed to run and secure the Service).

How we use data

We use personal data to provide, secure, support and improve the Service — taking and confirming orders, running delivery, powering the features you switch on, billing your subscription, and detecting abuse. We do not sell your data or your customers' data, and we do not use your customers' data to compete with you or rent your customers back to you.

Legal basis & consent

We process personal data on the bases permitted by the PDPL — principally to perform our contract with you, to meet legal obligations, for our legitimate interest in operating and securing the Service, and, where required, with consent. On our website, optional analytics beyond the essentials are only enabled where you consent.

Sharing & sub-processors

We share personal data only with service providers that help us run the Service — such as hosting, messaging (WhatsApp/Meta), payment processing (for example Paymob) and error monitoring — under contracts that require them to protect it and use it only for us. We may disclose data where required by law. We do not share your data with advertisers.

International transfers

Some of our providers may process data outside Egypt. Where that happens, we take steps consistent with the PDPL to ensure the data remains protected to an equivalent standard.

Security & data separation

Each restaurant's data is strictly isolated by tenant, access is restricted, and we redact customer phone numbers and message content from our operational logs. We apply reasonable technical and organisational measures to protect personal data, though no system can be guaranteed perfectly secure.

Retention

We keep personal data for as long as your account is active and as needed to provide the Service, then for a limited period to meet legal, accounting and dispute-resolution needs, after which it is deleted or anonymised. You can ask us to delete data sooner, subject to legal retention requirements.

Your rights

Subject to the PDPL, you and your customers have rights to access, correct, delete, and object to or restrict certain processing of personal data, and to withdraw consent. We can help you respond to your customers' data requests (DSARs) and support you in meeting your consent obligations. To exercise a right, contact us using the details below and we will respond within the timeframes the law requires.

Cookies & website analytics

Our website uses privacy-friendly, first-party analytics to understand how the site is used and to improve it — this does not identify you personally and we do not sell this data. Any optional third-party or cross-site analytics are only enabled if you accept them in the cookie banner, and you can change your choice at any time.

Children

The Service is intended for businesses and is not directed at children. We do not knowingly collect personal data from children.

Changes to this policy

We may update this Privacy Policy from time to time; the "Last updated" date above shows the current version, and we will flag material changes.

Contact us

Questions about these Terms, your privacy, or a data request? Contact us at privacy@orderlya.com (privacy and data requests) or support@orderlya.com (general and billing). Orderlya, Cairo, Egypt.