Terms of Service

Last updated: 04/08/2026. These terms govern the ChatOrder ordering, delivery and loyalty service (“the Service”) supplied by Chatorder (Pty) Ltd (“we”, “us”).

1. The Service

We supply and support a WhatsApp-based ordering, payment, driver-dispatch, loyalty and broadcast system for your store, configured to your menu and settings, using the official WhatsApp Business Platform (Cloud API). We are not affiliated with or endorsed by WhatsApp LLC or Meta.

2. Fees and term

A once-off setup fee of R2,400 and a monthly subscription (R599 Software Plan or R990 Order Station Plan) apply, billed by recurring card payment via PayFast. The minimum term is 12 months from go-live, continuing month-to-month thereafter. Prices may be revised on 30 days’ written notice, never inside your first 12 months.

3. What you must provide

A dedicated store WhatsApp number (SIM), your own Meta business verification documents, your own PayFast merchant account for customer payments, accurate menu and pricing information, and an internet-connected device for the Orders screen (Software Plan).

4. Order Station hardware

The Order Station device remains our property until the end of month 12, after which ownership transfers to you at no further cost. If the agreement ends earlier, the device is returned to us in working order.

5. Messaging costs

Customer-initiated ordering conversations carry no Meta message fees. Business-initiated marketing broadcasts are billed by Meta at their prevailing rate (±R1.50 per message, reviewed quarterly by Meta) and are shown to you, with reach, before every send. We add no markup to message costs.

6. Service levels

Critical faults (system down, payments failing) receive a 2-hour response in business hours; standard requests next business day; menu/price changes within 48 hours. Third-party outages (Meta, PayFast, hosting, electricity, connectivity) are outside our control; we assist but the response clock suspends.

7. Your data

Your customer database (names, numbers, order history, opt-ins) belongs to your store. We process it solely to operate the Service, in accordance with POPIA and our Privacy Policy. On termination we return your customer data and delete our copies within 30 days.

8. Acceptable use

Broadcasts may only be sent to opted-in customers using approved templates; opt-outs are honoured automatically. Abuse that endangers the WhatsApp number’s standing (spam, unapproved content) may result in suspension after written warning.

9. Liability

To the extent permitted by law, our liability is limited to the fees paid in the three months preceding a claim. We are not liable for indirect or consequential loss, including lost profits during outages.

10. Cancellation and refunds

Governed by our Cancellation Policy and Refund Policy, which form part of these terms. South African law governs this agreement.

ChatOrder is a product of Chatorder (Pty) Ltd [2026/616766/07, 655 Marine Drive, Brighton Beach, Durban 4052, South Africa · info@chatorder.co.za · +27 82 451 1604. Nothing in this policy limits your rights under the Consumer Protection Act, 2008 or other applicable law.