Consumer Terms of Service

Welcome to Fiest's ordering platform (order.fiest.io). These Consumer Terms of Service ("Terms") govern your use of Fiest's online ordering services as a customer placing orders at restaurants that use the Fiest platform.

Fiest Oy ("Fiest", "we", "us") is a Finnish company registered under business ID 3438254-5, located at Sähkötalo, Kampinkuja 2, 00100 Helsinki, Finland. We provide a technology platform that enables restaurants to offer online ordering to their customers.

These Terms, along with the order summary and pricing, are made available to you before you confirm your order on the ordering platform.

By using our ordering platform, you agree to these Terms. Please read them carefully before placing an order.

Fiest provides a technology platform that enables you to browse menus, place orders, and make payments at participating restaurants. Fiest acts solely as a technical intermediary.

When you place an order through Fiest, your purchase contract is formed directly with the Restaurant, not with Fiest. The Restaurant is responsible for preparing, fulfilling, and delivering your order. Fiest facilitates the transaction by processing your order and payment on behalf of the Restaurant.

Allergen and nutritional information, where available, is provided by the Restaurant. If you have food allergies or dietary requirements, please contact the Restaurant directly before placing your order. Fiest does not guarantee the accuracy or completeness of allergen information displayed on the Platform.

You can place orders through the Platform by:

Once you submit an order and payment is processed, your order is confirmed and sent to the Restaurant. A confirmation with an order reference number (receipt) will be provided. Please review your order carefully before submitting, as you cannot cancel or modify an order once it has been confirmed and sent to the Restaurant.

Order confirmation does not guarantee availability. In rare cases, a Restaurant may be unable to fulfill your order (e.g., an item is sold out). In such cases, the Restaurant will contact you and arrange a refund if necessary.

All prices displayed on the Platform are set by the Restaurant and include applicable value-added tax (VAT). Fiest does not determine or influence the prices.

Payment is processed securely through our payment partners (SumUp, Stripe, or Viva). Your full card number and card security code are handled by the payment provider and are not stored by Fiest. Fiest may store limited payment and transaction metadata, such as payment status, provider transaction identifiers, and masked card details, where needed for payment processing, receipts, refunds, reconciliation, security, and support. Supported payment methods include credit and debit cards, Apple Pay, and Google Pay, depending on the Restaurant's configuration.

You will receive an electronic receipt for every completed order.

Orders placed through Fiest are fulfilled by the Restaurant. The method of fulfillment depends on the type of order:

Estimated preparation or delivery times, where displayed, are provided by the Restaurant and are approximate. Fiest is not responsible for delays in preparation or delivery.

Under the Finnish Consumer Protection Act (kuluttajansuojalaki) and the EU Consumer Rights Directive, consumers generally have a 14-day right of withdrawal for distance contracts.

However, this right does not apply to:

As most orders placed through the Platform are for food and beverages consumed immediately or perishable in nature, the right of withdrawal typically does not apply to orders placed through Fiest.

For non-perishable products where the right of withdrawal does apply (such as merchandise purchased through a Restaurant's online shop), you may exercise your right of withdrawal within 14 days from the day you received the products, without giving any reason. To exercise this right, you must inform the Restaurant (the seller and contractual party) of your decision by means of a clear statement. You may also send your withdrawal notice to info@fiest.io, and we will forward it to the Restaurant without undue delay. You may use the following model withdrawal form, but it is not obligatory:

Model withdrawal form: To [Restaurant name, Restaurant address, Restaurant email]: I hereby give notice that I withdraw from my contract for the purchase of the following goods: [describe goods] Ordered on [date] / Received on [date] Name of consumer Address of consumer Date

If you withdraw from the purchase, the Restaurant will refund all payments received from you, including delivery costs, no later than 14 days from the date on which the withdrawal notification was received. The refund will be made using the same payment method as the original purchase. You must return the products to the Restaurant without undue delay and no later than 14 days after notifying of the withdrawal. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products. Unless the Restaurant states otherwise, you bear the direct costs of returning the products.

Since your purchase contract is with the Restaurant, all matters relating to returns, refunds, and cancellations are handled directly by the Restaurant.

Please contact the Restaurant directly for any issues with your order, including:

You should inspect your order upon receipt and report any defects or quality issues to the Restaurant within a reasonable time, and no later than two months after discovering the defect. For perishable products such as food and beverages, please report issues as soon as possible to enable proper verification. The Restaurant or Fiest may ask you to provide a photograph of the product to document the issue.

Restaurant contact details are available on the ordering page and on your receipt. If you are unable to reach the Restaurant, you may contact Fiest at info@fiest.io and we will assist in connecting you with the Restaurant.

If you have a complaint about your order, please first contact the Restaurant directly. The Restaurant is responsible for the quality and fulfillment of your order.

If you are unable to resolve the issue with the Restaurant, or if your complaint relates to the Fiest platform itself, please contact us at info@fiest.io or +358 40 440 7518.

For unresolved consumer disputes, you may also contact:

To place orders and make payments through the Platform, you must have the legal capacity to enter into binding contracts. If you are a minor, you may only use the Platform for purchases that are considered customary for your age under Finnish law, or with the consent of your parent or guardian.

When using the Platform, you agree to:

Fiest reserves the right to restrict access to the Platform if these conditions are violated.

All content on the Platform, including design, logos, text, and software, is the property of Fiest Oy or the respective Restaurant and is protected by intellectual property laws. Menu content, images, and descriptions are provided by the Restaurants.

You may not copy, modify, distribute, or create derivative works based on the Platform's content without prior written consent.

Fiest acts as a technology platform connecting you with Restaurants. Fiest is not a party to the purchase contract between you and the Restaurant.

Fiest is not liable for:

Fiest's liability is limited to ensuring the proper functioning of the Platform and accurate processing of payments. In the event of a payment processing error attributable to Fiest's systems, Fiest will refund the affected amount. For double-charges or erroneous charges caused by a Platform error, please contact Fiest directly at info@fiest.io.

Nothing in these Terms limits your statutory rights under Finnish consumer protection law.

We process your personal data in accordance with our Privacy Policy, available at https://fiest.io/en/privacy-policy. We collect only the information necessary to process your order, such as your name (if provided), order details, and payment information.

Payment credentials are handled by our payment providers. Fiest may process limited payment and transaction information as described in our Privacy Policy, but does not store full card numbers or card security codes.

Your email address, when provided for order receipts, will not be used for marketing communications by Fiest. The Restaurant's own marketing practices are governed by the Restaurant's privacy policy.

For complaints related to how your personal data is processed, you may also contact the Finnish Data Protection Ombudsman (Tietosuojavaltuutettu) at tietosuoja.fi.

These Terms are governed by the laws of Finland. Any disputes arising from these Terms shall be resolved in the District Court of Helsinki, unless mandatory consumer protection legislation provides for a different jurisdiction.

You have the right to bring disputes before the Consumer Disputes Board (kuluttajariitalautakunta, www.kuluttajariita.fi).

We may update these Terms from time to time. Changes will be posted on our website and the updated date will be indicated at the bottom of the Terms.

As the Platform does not require user accounts, each order you place is subject to the Terms in effect at the time of ordering. By placing an order, you confirm that you have had the opportunity to review the current Terms.