General Terms & Conditions

Last updated: May 2026  ·  Effective date: 1 May 2026

Table of Contents

1. General
2. Your Account
3. The Platform and Its Offering
4. Orders
5. Prices and Fees
6. Payment
7. Offers and Credits
8. Matis Eat Wallet
9. Delivery and Pick-Up
10. Content and Quality of Products
11. Special Conditions for Certain Products
12. Complaints and Right of Withdrawal
13. Customer Reviews
14. Customer Notices
15. Personal Data
16. Matis Eat's Rights
17. Right to Act Against Customers
18. Matis Eat Business
19. Other
20. Governing Law and Dispute Resolution
21. Contact Details

1. General

1.1 About These Terms

By registering an account with Matis Eat and placing an order via the Platform, You confirm that You have read and accepted these Terms and that the information You have provided is accurate. By placing an order You also certify that:

• You are at least 18 years old;
• You have the legal capacity to enter into an agreement; and
• You are the holder of the bank/credit card or bank account used for purchases on the Platform.

Matis Eat reserves the right to update or change these Terms at any time. The version applicable to Your order is the one published on the Platform at the time of ordering. For significant changes, we will notify You — but it is Your responsibility to keep up to date with the latest version.

1.2 Matis Eat's Right to Restrict

We reserve the right to develop and apply policies, procedures, and tools to ensure the Platform is used legally and in accordance with these Terms. If misuse is detected, we reserve the right to investigate and act accordingly. See sections 13 and 17 for more information.

2. Your Account

Matis Eat permits only one account per Customer. You are responsible for keeping Your login details secure. If You believe a third party has accessed Your account, notify us at info@matiseat.com immediately — Matis Eat reserves the right to suspend or delete Your account without further notice in such cases.

If You forget Your password, use the "Forgot your password?" link on the Platform. To delete Your account, visit the "Profile" or "Account" tab and select "Delete my account", or contact our customer service.

3. The Platform and Its Offering

3.1 Platform Offering

We use recommender systems on the Platform to suggest Products and Partners. The offering and ranking of Partners and Products is based on Your delivery address, filters You apply, Partners' popularity, and Your order history and preferences. The Platform is limited to Partners near Your delivery address to ensure quality and delivery speed.

Partners may pay for priority placement ("Paid Placement"), marked as "featured", "sponsored", or "offer". Top-performing Partners may be labelled "Top Restaurant" based on order flow, ratings, availability, and low cancellation rates.

3.2 Ranking of Search Results

Search results are ranked primarily based on:

• Search content: Results most closely matching Your query are listed higher.
• Opening hours, distance and delivery time: Shorter delivery times result in higher rankings.
• Popularity: Partners with more views and orders rank higher.
• Paid Placement: Partners with paid placements may rank highest when they carry the Products You searched for.

4. Orders

4.1 General

You can order Products for delivery or Pick-Up on the Platform in Swedish and English. After placing an order, You will receive a confirmation email at the address registered to Your account.

Products are delivered by Matis Eat, a third-party courier, or by the Partner directly. All payments are made to Matis Eat on the Platform — You will not pay the courier or Partner directly.

4.2 How to Place an Order

Select Your Products, add them to Your cart, and click "Place Order" to submit Your purchase offer. You may also pre-order up to three (3) days in advance. Once an order is accepted, it cannot be cancelled. You may change or cancel before acceptance. Note that the delivery fee is non-refundable once the delivery service is completed.

4.3 Special Instructions

You may leave special instructions for an order or Product. These will be followed where commercially reasonable, but neither Matis Eat nor the Partner is obliged to exchange or refund orders due to special instructions.

4.4 Orders from Restaurants

When ordering meals and Products from Restaurants, Matis Eat acts as the seller. You therefore enter into an agreement with Matis Eat.

4.5 Orders from Shops

When ordering from Shops (partner stores), Matis Eat acts as intermediary and transporter. You enter into a purchase agreement with the Shop and a separate delivery agreement with Matis Eat.

5. Prices and Fees

5.1 Price

All prices are displayed on the Platform including VAT. Matis Eat reserves the right to correct obvious typographical errors. Prices may be updated at any time — You are responsible for checking current prices when ordering.

5.2 Delivery Fee

The applicable delivery fee is shown on the Partner page and in Your shopping cart. It is based on distance, order volumes, and applicable offers at the time of ordering.

5.3 Minimum Order Value

A minimum order value may apply for some Partners. If Your order is below the minimum, You will be charged the difference. This may be deducted from any refund in the event of a return.

5.4 Price Reductions

Where applicable, the previous lowest price from the last 30 days will be displayed alongside a reduced price, shown as a strikethrough, unless the Product is perishable.

5.5 Weight-Based Pricing

Some Products are priced by weight ("Weightable"). The delivered weight may vary up or down by 20%. A 20% surcharge is reserved at checkout and corrected once the final weight is confirmed. Other Products carry a single approximate weight applied across a product category.

5.6 Recycling and Deposits

Prices for beverages in bottles and cans exclude deposits where applicable. For deposit reclaim information, visit pantamera.nu. Deposits on food containers may also apply.

5.7 Bag Fee

A bag fee may apply to Shop orders requiring a bag. This will be visible at checkout.

6. Payment

6.1 How to Pay

Payment is made at the time of ordering via bank/credit card, direct payment, or other Payment Methods available on the Platform. Valid Vouchers or Gift Cards may be used to pay in full or in part. Matis Eat does not guarantee availability of all Payment Methods at all times.

With Your consent, payment information may be stored with our third-party payment providers for future orders. Matis Eat does not store Your card or payment information itself.

You may add a tip for the delivery rider at checkout, during delivery, or after delivery.

6.2 External Payment Services

Matis Eat does not provide its own payment services. All online payments are processed through external payment providers shown on the Platform. By making a purchase, You also accept the relevant provider's terms and conditions.

7. Offers and Credits

7.1 Campaigns, Gift Cards and Vouchers

Matis Eat may offer Campaigns, Gift Cards, and Vouchers from time to time. Vouchers may also be issued as compensation for delays or order issues — these are valid for 7 days from issue and can be found under the "Vouchers" tab in Your profile. Vouchers issued as complaint refunds are valid for 30 days.

7.2 Restrictions

• Certain Partners and Products may be excluded from Campaigns, Gift Cards, and Vouchers.
• Gift Cards and Vouchers are not redeemable for cash and can only be used once.
• They are consumed upon use regardless of whether the full amount is spent.
• Matis Eat does not add Campaigns, Gift Cards, or Vouchers to orders retroactively.
• Expired Gift Cards or Vouchers cannot be reactivated or refunded.
• They cannot be used on age-restricted Products, but may apply to non-age-restricted items in a mixed order.
• Introductory or "trial" prices are valid once per registered user.
• Gift Cards and Vouchers are personal — reselling them is prohibited without Matis Eat's authorization.

8. Matis Eat Wallet (Limited Availability)

8.1 About Matis Eat Wallet

Matis Eat Wallet is a feature allowing You to store credits for use when purchasing from Restaurants on the Platform. It cannot be used for Shop orders. The wallet balance may increase through cashbacks and/or wallet vouchers (refunds).

8.2 Cashbacks

Cashbacks are economic rewards that Matis Eat may assign to Your wallet when You meet the requirements for a given cashback. They do not reduce the current order cost but are added to Your wallet for future use. Cashbacks have a limited validity period.

8.3 Wallet Vouchers

By enabling "Refunds to Matis Eat Wallet" in settings, You can receive refunds for cancelled or faulty Restaurant orders as wallet vouchers instead of a refund to Your original payment method. This applies only to orders paid by debit or credit card. You have a right of withdrawal on unused wallet vouchers within 120 days of receipt — contact customer service to exercise this right.

8.4 Other Information

• Cashback balance is used before wallet voucher balance when paying.
• The wallet balance cannot exceed SEK 11,500.
• Matis Eat may update or modify wallet features at any time.
• If You close Your account, any outstanding wallet balance will be forfeited.

9. Delivery and Pick-Up

9.1 Delivery Times

Delivery and pick-up times shown on the Platform are estimates and may change due to traffic, weather, or other factors beyond Matis Eat's control. We will notify You as soon as possible in the event of a significant delay.

9.2 Delivery

By placing an order with delivery, You confirm that the Products will be delivered to the address You provided. You are responsible for being available to receive Your order. If You are unavailable, Matis Eat or the Partner may leave the delivery outside the door where permitted.

Matis Eat or the Partner may cancel the order — without refund — if:

• The courier cannot reach You;
• The recipient fails age/ID verification for restricted Products;
• You have provided incomplete or incorrect information; or
• You act violently or offensively towards the courier.

Risk of loss or damage to Products passes to You upon delivery.

9.3 Pick-Up

For Pick-Up orders, collect Your Products at the Partner's location at the indicated time. If not collected within a reasonable period (usually 30 minutes), You may be charged the full price for non-resalable Products. Risk passes to You upon collection.

10. Content and Quality of Products

10.1 Responsibilities

Meals and foodstuffs are prepared and packaged by Partners. Matis Eat does not prepare or cook Products. Partners are responsible for food business registration and compliance with applicable food safety regulations.

10.2 Meals — Allergen Information

Ingredient and allergen information for meals is provided by the Partner on the Platform, but Matis Eat cannot guarantee its accuracy at all times. For allergen queries, contact the Partner directly via their page on the Platform. Meals are intended for immediate consumption upon delivery.

10.3 Foodstuffs — Product Information

Product information for Shop items is available on the Platform but may not always be fully up to date. Always read the label on the Product's packaging before consumption — in case of conflicting information, the packaging label prevails.

10.4 Quality Maintenance

To maintain product quality, Your order will not be sent to the Partner until a courier is available, ensuring minimal wait time between preparation and delivery.

11. Special Conditions for Certain Products

Products subject to age restrictions (such as alcohol, over-the-counter medicines, tobacco, and nicotine pouches) may only be ordered by customers aged 18 or over. Age verification via BankID is required when ordering such Products.

12. Complaints and Right of Withdrawal

12.1 Complaints

As a private consumer, You have the right to complain about missing, incorrect, or defective Products within three (3) years of purchase. Contact our customer service with a description of the problem within two (2) months of noticing the defect.

If a refund is approved, You may choose between a refund to Your original payment method or a 30-day Voucher for future orders. If You have activated wallet refunds, the refund will go to Your Matis Eat Wallet automatically.

12.2 Right of Withdrawal

12.2.1 About the Right of Withdrawal

As a consumer, You may in some cases withdraw from a contract. Note that by placing an order, You consent to the delivery service beginning immediately upon acceptance — and the right of withdrawal is forfeited once delivery is completed.

The right of withdrawal does not apply to:

• Meals, foodstuffs, or other Products with a short shelf life;
• Sealed Products opened after delivery where hygiene or health reasons prevent return;
• Single issues of newspapers or magazines;
• Products irreversibly mixed with other Products after delivery.

12.2.2 Exercising the Right

Notify our customer service or the relevant Partner within 14 days of receiving the Product. Include: your wish to withdraw, order number and date, Product details, and your name and address.

12.2.3 Returns

Products from Shops must be returned to the Shop's point of sale within 14 days of Your notice. You are responsible for return shipping costs. Products must be packed appropriately to avoid transit damage.

12.2.4 Refunds

Approved refunds are issued via the same Payment Method used for the original order. If the Product has been used or handled negligently, a deduction may be applied.

12.3 Limitations on Refunds

Delivery fees, service fees, and minimum order value charges are not refundable. If Vouchers or Campaigns were used, those amounts will not be refunded except for Gift Cards or Vouchers.

13. Customer Reviews

Customers may rate and review Partners on the Platform after a delivered order, within a limited time window. Reviews must be free of racist, sexist, offensive, harassing, or illegal content and must not infringe third-party rights.

Matis Eat reserves the right to remove non-compliant reviews. Customers who frequently submit manifestly illegal content may receive a prior warning and temporary suspension (initially up to 15 days). In serious cases, the account may be terminated immediately, with email notification. Appeals may be submitted as per section 17.2.

14. Customer Notices

You may report content on the Platform that You believe is illegal by contacting our customer service. If You repeatedly submit manifestly unfounded notices or complaints, Matis Eat may temporarily suspend processing of Your notices (initially up to 15 days) after a prior warning, where:

• The same content has already been reviewed;
• The notice is clearly unfounded or not made in good faith; or
• The notice lacks basic arguments or supporting facts.

15. Personal Data

We process Your personal data in accordance with our Privacy Statement. By accepting these Terms, You acknowledge that we may send You emails and/or text messages related to Your order. Your chosen payment provider may also process Your data in accordance with their own terms.

16. Matis Eat's Rights

16.1 Respect for the Platform

Products sold through the Platform are intended for individual use. Unauthorized commercial use, resale, or transfer of rights or obligations is strictly prohibited.

16.2 Intellectual Property

All copyrights, trademarks, trade names, logos, and other intellectual property rights owned or used by Matis Eat — including graphic images, icons, scripts, and source codes — are the property of Matis Eat or its licensors. They may not be reproduced, distributed, modified, or used without prior written consent.

16.3 Respect for Property

You may not tamper with, attempt to access without authorization, modify, hack, or otherwise interfere with any Matis Eat software, hardware, source code, or information.

17. Right to Act Against Customers

17.1 Suspension

Matis Eat may temporarily suspend You from the Platform (initially up to 15 days, with prior warning) if You repeatedly post manifestly illegal content. In serious cases, Your account may be terminated with immediate effect. You will always be notified by email.

We also reserve the right to suspend accounts with immediate effect if You breach these Terms, misuse our services, or cause harm to Matis Eat, Partners, or other Customers — including repeated fake orders or complaints.

17.2 Internal Complaint Handling

If You receive a decision regarding content removal, suspension, or account closure, You may appeal within six (6) months of the decision. Information on how to appeal will be included with the decision.

18. Matis Eat Business

18.1 General

Your employer may offer You a business account via "Matis Eat Business", allowing purchases on a company account. If You have both a private and business account, pay careful attention to which you are logged into when ordering. Business account orders are governed by the agreement between Matis Eat and Your employer and are not subject to consumer protection rules — all other Terms apply in full.

To delete Your business account, contact your account manager or email info@matiseat.com.

18.2 Link to Your Private Account

When activating Your Matis Eat Business account, You will be asked to link it to Your private account. Data and information between accounts are not shared. For privacy details, see section 15 and our Privacy Statement.

19. Other

19.1 Platform Availability

Matis Eat strives to provide uninterrupted service but cannot guarantee it. Temporary disruptions may occur due to planned maintenance, internet issues, force majeure, or other factors beyond our control. Matis Eat is not liable for delays, failures, or damages resulting from such disruptions.

19.2 Third-Party Links

The Platform may contain links to third-party websites or advertisements. Clicking such links is at Your own risk. Matis Eat is not responsible for the content or practices of linked sites.

19.3 Supervision

Matis Eat is a registered food delivery business subject to regular inspection by relevant local supervisory authorities. We only accept Partners who are registered food businesses.

19.4 Additional Rights

Matis Eat reserves the right to transfer its rights and obligations under these Terms to a third party, provided they can satisfactorily fulfil those obligations. Matis Eat may also claim compensation for damage caused by Your misuse of the Platform.

Matis Eat is not responsible for the suitability of Products for specific purposes beyond what is stated in these Terms or Platform product information. Matis Eat is not liable for indirect damages unless caused intentionally or by gross negligence.

19.5 App Store Providers

These Terms are concluded between You and Matis Eat only, not with any app store provider (e.g. Apple or Google). Matis Eat — not the app store provider — is solely responsible for the mobile app, its content, and all related claims including intellectual property matters.

20. Governing Law and Dispute Resolution

These Terms are governed by Swedish law. Disputes shall primarily be resolved by agreement. If unresolved, private consumers may refer the matter to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) — Matis Eat follows ARN's recommendations. Otherwise, disputes are settled by a general court.

EU residents may also use the European Commission's Online Dispute Resolution (ODR) platform.

21. Contact Details

21.1 Customer Service

For questions about the Platform, Products, orders, or Your account, contact our customer service:

• Email: info@matiseat.com
• In-app chat (after a purchase has been made)
• Help Centre: available on the Platform

21.2 AI Translation in Customer Support

To provide faster support, Matis Eat may use AI-powered chat translation tools to translate conversations between You and our customer service team. These translations may contain inaccuracies. You may at any time request that AI translation be disabled or that You be transferred to an agent who can communicate in Swedish.

Have a question about these Terms?

Our customer service team is happy to help with any queries.