Customer Terms and Conditions

Who You Are Contracting With

OnFire is operated by two companies. Which one you contract with depends on where you are located.

This document is the version that applies where your counterparty is OnFire Messenger Ltd. If your counterparty is OnFire Messenger Inc., the corresponding United States version applies to you instead, and is available in the OnFire Legal Center at https://onfire.so/legal.

If you are located outside both the European Economic Area and the United States, contact [email protected] and we will confirm which terms apply to you before you rely on this document.

Data protection. Where this document concerns personal data, the company named above as your counterparty is the data controller for your personal data. For users in the European Economic Area that is OnFire Messenger Ltd., and the supervisory authority is the Irish Data Protection Commission. For users in the United States that is OnFire Messenger Inc., and the rights set out in the United States Privacy Policy apply instead.

If you move, or deal across regions. The company you contract with is determined by where you are located when you use the Services. If you relocate permanently to the other region, the version applying to that region will govern your use of the Services from that point. Dealing with a user, merchant, courier, driver or host located in the other region — for example, buying from a seller in the United States while you are in the European Economic Area — does not change which company you contract with, and does not affect any mandatory consumer protection you have under the law of your country of residence.

1. Definitions

1.1. "OnFire", "we", "us", or "our" means OnFire Messenger Ltd., a company registered in Ireland with company number 796932, whose registered office is at 77 Camden Street Lower, Dublin, D02 XE80, Ireland.

1.2. "OnFire Platform" means the OnFire mobile application ("OnFire App") and associated website at https://onfire.so, including all features, tools, and services made available through them.

1.3. "Delivery Service" means the food ordering and delivery service operated through the OnFire Platform, connecting Customers with Merchant Partners and Couriers.

1.4. "Customer", "you", or "your" means any natural person who registers an account on the OnFire Platform and uses the Delivery Service to place Orders.

1.5. "Merchant Partner" or "Merchant" means any restaurant, cafe, food establishment, or other business that has entered into a separate agreement with OnFire to offer its products for sale through the OnFire Platform.

1.6. "Courier" or "Delivery Partner" means an independent contractor who has entered into a separate agreement with OnFire to collect Orders from Merchant Partners and deliver them to Customers.

1.7. "Order" means a request placed by a Customer through the OnFire Platform to purchase items from a Merchant Partner and, where applicable, have them delivered by a Courier.

1.8. "Delivery Fee" means the fee charged to the Customer for the delivery of an Order, as displayed in the OnFire App at the time of placing the Order.

1.9. "Service Fee" means the fee charged by OnFire to the Customer for the use of the OnFire Platform, as displayed at the time of placing the Order.

1.10. "Small Order Fee" means an additional fee that may be applied when the Order subtotal falls below a specified minimum threshold, as displayed in the OnFire App.

1.11. "In-App Payment" means the payment made by the Customer through the OnFire Platform using the available payment methods for the purchase of items and associated fees.

1.12. "Promotional Code" means a code or voucher issued by OnFire that provides a discount or credit applicable to an Order.

2. General Provisions

2.1. These Terms and Conditions ("Terms") govern your use of the Delivery Service provided through the OnFire Platform. By creating an account on the OnFire Platform and using the Delivery Service, you agree to be bound by these Terms.

2.2. OnFire operates a technology platform that acts as an intermediary, connecting Customers with Merchant Partners and Couriers. OnFire does not itself prepare, manufacture, or sell food or other products. OnFire does not provide delivery services directly. The contractual relationship for the sale of food and products is between you and the relevant Merchant Partner.

2.3. The Delivery Service constitutes an information society service within the meaning of Directive (EU) 2015/1535 and the European Communities (Directive 2000/31/EC) Regulations 2003 (S.I. No. 68/2003). OnFire acts as a provider of an intermediary platform service.

2.4. OnFire reserves the right to engage subcontractors and third-party service providers to fulfil its obligations under these Terms.

2.5. These Terms are available on the OnFire App and at https://onfire.so/legal/terms-customers. We recommend that you save or print a copy for your records.

3. Using the OnFire Delivery Service

Account Creation and Eligibility

3.1. To use the Delivery Service, you must create an account on the OnFire Platform. You may register using your email address, phone number, or a supported third-party authentication provider.

3.2. You must be at least eighteen (18) years of age to create an account and use the Delivery Service. By creating an account, you represent and warrant that you meet this age requirement.

3.3. You agree to provide accurate, current, and complete information during the registration process and to keep your account information updated at all times.

3.4. You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately at [email protected] if you become aware of any unauthorised use of your account.

3.5. OnFire reserves the right to refuse registration, suspend, or terminate any account at its discretion, including where we reasonably believe that account information is inaccurate, incomplete, or fraudulent.

Ordering Process

3.6. To place an Order, you must:

(a) open the OnFire App and enable location services or manually enter a delivery address;

(b) browse available Merchant Partners in your delivery area;

(c) select items from a Merchant Partner's menu;

(d) review your Order, including itemised prices, Delivery Fee, Service Fee, and any applicable Small Order Fee;

(e) select a payment method; and

(f) confirm and submit your Order.

3.7. Submitting an Order constitutes an offer to purchase the selected items from the Merchant Partner at the prices displayed. An Order is not confirmed until the Merchant Partner accepts it, at which point a binding contract is formed between you and the Merchant Partner for the sale of the items.

3.8. OnFire does not guarantee the availability of any Merchant Partner, menu item, or delivery slot at any given time.

4. Orders and Cancellations

Order Confirmation

4.1. After you submit an Order, OnFire will transmit it to the relevant Merchant Partner. You will receive a notification through the OnFire App confirming whether the Merchant Partner has accepted or declined your Order.

4.2. If a Merchant Partner declines your Order or is unable to fulfil it, you will be notified promptly and any payment already taken will be refunded in full.

Cancellation by Customer

4.3. You may cancel an Order free of charge at any time before the Merchant Partner has accepted it.

4.4. If you cancel an Order after the Merchant Partner has accepted it but before preparation has commenced, a cancellation fee of up to 30% of the Order value may apply.

4.5. If you cancel an Order after preparation has commenced, a cancellation fee of up to 100% of the Order value may apply, as the Merchant Partner will have already incurred costs.

4.6. If you cancel an Order after a Courier has collected it, no refund will be issued, and you will be charged the full Order value including all fees.

4.7. Cancellation fees are at OnFire's reasonable discretion and will be communicated to you at the point of cancellation.

Cancellation or Modification by OnFire or the Merchant

4.8. OnFire or the Merchant Partner may cancel or modify an Order at any time prior to delivery for reasons including but not limited to: item unavailability, Merchant closure, inability to assign a Courier, suspected fraud, or force majeure events. In such cases, you will receive a full refund.

Right to Refuse Orders

4.9. OnFire reserves the right to refuse or cancel any Order where:

(a) the delivery address is outside the Merchant Partner's delivery area;

(b) there is reasonable suspicion of fraud or abuse;

(c) the Customer's account is subject to suspension or restriction;

(d) the Order cannot be fulfilled for operational or safety reasons; or

(e) the Customer has a history of repeated cancellations or failed deliveries attributable to the Customer.

5. Pricing and Payment

Prices

5.1. The prices of items displayed on the OnFire Platform are set by the Merchant Partners. OnFire does not control or determine item prices. Prices on the OnFire Platform may differ from prices charged by the Merchant Partner at its physical premises.

5.2. All prices are displayed inclusive of VAT where applicable, unless otherwise stated.

Fees

5.3. In addition to the price of items, the following fees may apply to your Order:

(a) Delivery Fee: A fee for delivery of your Order, which varies depending on factors such as distance, demand, and Courier availability. The applicable Delivery Fee will be displayed before you confirm your Order.

(b) Service Fee: A fee charged by OnFire for providing and maintaining the OnFire Platform. The applicable Service Fee will be displayed before you confirm your Order.

(c) Small Order Fee: An additional fee that may apply when your Order subtotal is below a specified minimum. The threshold and fee amount will be displayed in the OnFire App.

5.4. Surge Pricing: During periods of high demand or limited Courier availability, the Delivery Fee and/or Service Fee may increase. Any such increases will be clearly displayed before you confirm your Order. By confirming an Order during a surge period, you accept the adjusted fees.

Payment

5.5. All payments for Orders are processed through the OnFire Platform ("In-App Payment"). Available payment methods may include credit cards, debit cards, digital wallets (such as Apple Pay and Google Pay), and any other methods made available from time to time.

5.6. By providing a payment method, you represent and warrant that you are authorised to use that payment method and that the information provided is accurate and complete.

5.7. Payment is charged at the time you confirm your Order or, in certain cases, upon delivery. OnFire may place a temporary hold on your payment method for the estimated Order total.

5.8. If a payment fails or is declined, your Order may be cancelled automatically.

Tips

5.9. The OnFire App may provide an option for you to leave a voluntary tip for your Courier. Tips are entirely optional. 100% of any tip you leave is passed to the Courier. Tips are non-refundable once paid.

6. Delivery

6.1. Estimated delivery times displayed on the OnFire Platform are indicative only and are not guaranteed. Actual delivery times may vary due to factors such as traffic, weather conditions, Merchant preparation times, Courier availability, and order volume.

6.2. You are responsible for providing a complete and accurate delivery address, including any relevant access instructions (e.g., flat number, building code, floor).

6.3. You must be available to receive your Order at the specified delivery address at the estimated delivery time. If the Courier is unable to contact you or deliver the Order within a reasonable timeframe (typically 10 minutes from arrival), the Order may be marked as a failed delivery, and no refund will be issued.

6.4. Contactless Delivery: You may request contactless delivery through the OnFire App. In this case, the Courier will leave the Order at a location you specify (e.g., doorstep). Once the Courier has placed the Order at the designated location and notified you, the delivery is deemed complete and OnFire assumes no liability for the Order thereafter.

6.5. Delivery Instructions: You may include special delivery instructions in your Order. While OnFire and the Courier will make reasonable efforts to follow such instructions, compliance cannot be guaranteed.

6.6. OnFire is not liable for any delay or failure to deliver where such delay or failure is caused by circumstances beyond our reasonable control, including but not limited to adverse weather, traffic disruption, mechanical breakdown, road closures, or force majeure events.

7. Quality and Complaints

Merchant Responsibility

7.1. The Merchant Partner is solely responsible for the quality, safety, preparation, packaging, and accuracy of the food and products included in your Order. OnFire does not prepare, handle, or inspect food items.

7.2. OnFire does not make any representations or warranties regarding the quality, taste, freshness, or safety of any food or product offered through the OnFire Platform.

Complaints and Refunds

7.3. If you experience an issue with your Order (including wrong items, missing items, damaged items, or food quality concerns), you may report it through the OnFire App within forty-eight (48) hours of delivery.

7.4. To submit a complaint, navigate to the relevant Order in the OnFire App and use the "Report an Issue" function. We encourage you to provide photographs or other evidence to support your complaint.

7.5. OnFire will investigate all complaints and, at its sole discretion, may offer one or more of the following resolutions:

(a) a full or partial refund to your original payment method;

(b) credit applied to your OnFire account for use on future Orders; or

(c) a redelivery of the affected items, subject to Merchant availability.

7.6. Refund decisions are made on a case-by-case basis and take into account factors such as the nature and severity of the issue, photographic evidence provided, Order history, and the outcome of any investigation with the Merchant Partner or Courier.

7.7. OnFire reserves the right to decline a refund where:

(a) the complaint is submitted after the 48-hour reporting period;

(b) the evidence provided is insufficient to substantiate the claim;

(c) there is a pattern of excessive or fraudulent refund requests on the Customer's account; or

(d) the issue arose from the Customer's own actions (e.g., providing an incorrect address, being unavailable for delivery).

7.8. Complaints do not affect your statutory rights under Irish consumer protection legislation or applicable EU law.

8. Promotional Codes and Credits

8.1. OnFire may from time to time issue Promotional Codes that provide discounts or credits applicable to Orders placed through the OnFire Platform.

8.2. Promotional Codes:

(a) are applied on a per-Order basis;

(b) are personal to the recipient and are non-transferable unless expressly stated otherwise;

(c) may not be combined with other Promotional Codes unless expressly permitted;

(d) may be subject to an expiration date, minimum order value, geographic restrictions, or other conditions as specified at the time of issue;

(e) may not be exchanged for cash or any other form of value; and

(f) may only be used once unless expressly stated otherwise.

8.3. OnFire reserves the right to cancel, revoke, or modify any Promotional Code at any time without prior notice, including where we reasonably suspect fraud, misuse, or a breach of these Terms.

8.4. If a Promotional Code reduces the Order total below the minimum for the applicable payment method or below zero, the remaining credit may be forfeited.

9. Allergens and Dietary Information

9.1. Allergen, nutritional, and dietary information displayed on the OnFire Platform is provided by the Merchant Partners. OnFire does not verify, guarantee, or assume responsibility for the accuracy, completeness, or currency of any allergen, nutritional, or dietary information provided.

9.2. If you have food allergies, intolerances, or specific dietary requirements, you must:

(a) review all available allergen and ingredient information provided by the Merchant Partner on the OnFire Platform;

(b) contact the Merchant Partner directly (where contact details are available) to confirm ingredient information before placing an Order; and

(c) exercise your own judgement before consuming any food item.

9.3. OnFire shall not be liable for any adverse reaction, illness, or injury resulting from the consumption of food ordered through the OnFire Platform, where such reaction arises from allergens or ingredients that were or should have been disclosed by the Merchant Partner.

10. Licence

10.1. Subject to your compliance with these Terms, OnFire grants you a limited, non-exclusive, revocable, non-transferable, non-sublicensable licence to access and use the OnFire App on your personal device solely for the purpose of using the Delivery Service.

10.2. You may not:

(a) copy, modify, distribute, sell, lease, or sublicence the OnFire App or any part thereof;

(b) reverse-engineer, decompile, or disassemble the OnFire App;

(c) use the OnFire App for any commercial purpose other than placing Orders as a Customer;

(d) use any automated means (including bots, scrapers, or crawlers) to access the OnFire Platform; or

(e) remove, alter, or obscure any proprietary notices, labels, or marks on the OnFire App.

10.3. All intellectual property rights in the OnFire Platform, including trademarks, logos, software, and content, remain the property of OnFire Messenger Ltd. or its licensors.

11. Liability

11.1. The OnFire Platform and Delivery Service are provided on an "as is" and "as available" basis, without warranties of any kind, whether express, implied, or statutory, except as required by applicable law.

11.2. To the maximum extent permitted by applicable law, OnFire shall not be liable for:

(a) the quality, safety, legality, or suitability of any food or product ordered through the OnFire Platform;

(b) the acts or omissions of any Merchant Partner or Courier;

(c) any delay or failure in delivery caused by circumstances beyond OnFire's reasonable control;

(d) any loss or damage arising from your failure to provide accurate delivery information or to be available to receive your Order;

(e) any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or other intangible losses; or

(f) any interruption, suspension, or unavailability of the OnFire Platform.

11.3. Subject to clause 11.4, OnFire's total aggregate liability to you in respect of all claims arising out of or in connection with these Terms or the Delivery Service shall not exceed five hundred euros (EUR500) or the total amount you have paid through the OnFire Platform in the twelve (12) months preceding the claim, whichever is lower.

11.4. Nothing in these Terms excludes or limits OnFire's liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation; or

(c) any other liability that cannot be excluded or limited under applicable Irish or EU law.

11.5. You agree to indemnify, defend, and hold harmless OnFire, its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

(a) your breach of these Terms;

(b) your use of the Delivery Service;

(c) your violation of any applicable law or regulation; or

(d) any claim by a third party relating to your use of the OnFire Platform.

12. Acceptable Use

12.1. You agree not to use the OnFire Platform or Delivery Service for any unlawful, fraudulent, or abusive purpose. Without limitation, you shall not:

(a) create multiple accounts for the purpose of exploiting Promotional Codes or circumventing account restrictions;

(b) place fraudulent or speculative Orders;

(c) engage in any conduct that harasses, threatens, or intimidates a Courier, Merchant Partner, or other user;

(d) order items for the purpose of resale;

(e) manipulate ratings or reviews;

(f) interfere with or disrupt the operation of the OnFire Platform;

(g) impersonate any person or entity or misrepresent your affiliation with any person or entity; or

(h) use the OnFire Platform in any manner that could damage, disable, overburden, or impair its infrastructure.

12.2. OnFire reserves the right to suspend or terminate your account immediately and without notice if you breach any provision of this clause 12. OnFire may also report any suspected criminal activity to the relevant authorities.

13. Data Protection

13.1. OnFire processes your personal data in accordance with our Privacy Policy, available at https://onfire.so/legal/privacy-policy. By using the Delivery Service, you acknowledge that you have read and understood our Privacy Policy.

13.2. OnFire complies with the General Data Protection Regulation (EU) 2016/679 ("GDPR"), the Data Protection Act 2018 (Ireland), and all other applicable data protection legislation.

13.3. In order to provide the Delivery Service, OnFire may share limited personal data (such as your name, delivery address, and phone number) with Merchant Partners and Couriers for the sole purpose of fulfilling your Order.

14. Amendments

14.1. OnFire reserves the right to amend these Terms at any time. We will notify you of material changes by email, in-app notification, or by posting the updated Terms on the OnFire Platform.

14.2. The updated Terms will take effect on the date specified in the notification or, if no date is specified, fourteen (14) days after publication.

14.3. Your continued use of the Delivery Service after the effective date of any amendment constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Delivery Service and close your account.

15. Governing Law and Dispute Resolution

15.1. These Terms shall be governed by and construed in accordance with the laws of Ireland.

15.2. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Ireland, without prejudice to any mandatory provisions of consumer protection law that may grant you the right to bring proceedings in the courts of your country of habitual residence.

15.3. Nothing in these Terms affects your statutory rights as a consumer under applicable Irish or European Union consumer protection legislation, including the Consumer Rights Act 2022 (Ireland) and Directive 2011/83/EU on consumer rights.

15.4. If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be severed and the remaining provisions shall continue in full force and effect.

15.5. The failure of OnFire to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

15.6. These Terms, together with our Privacy Policy and any additional terms applicable to specific features of the OnFire Platform, constitute the entire agreement between you and OnFire with respect to the Delivery Service.

16. Contact Us

If you have any questions about these Terms or the Delivery Service, please contact us at:

OnFire Messenger Ltd. 77 Camden Street Lower, Dublin, D02 XE80, Ireland

Email: [email protected] Website: https://onfire.so

These Terms and Conditions are effective as of 14 April 2026.