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Pratoroo

Terms of Use

Draft — being reviewed by our lawyers. Last updated 18/10/2026.

These Terms of Use ("Terms") govern customers' use of the pratoroo.com website, the web app and the Pratoroo apps (together, the "Platform"). Please read them carefully: by creating an account or placing an order, you confirm that you have read and accept them. Partner businesses and couriers have their own terms (Partner Terms and Courier Terms).

1. Who we are

Pratoroo by Ginger ("Pratoroo", "we") is a service of GINGER DIALOGUE - UNIPESSOAL LDA, legal person no. 519653955, registered at the Commercial Registry Office under the same number, with registered office at Estr. Main Nr. 1, 2550-450 Peral CDV, Cadaval, Portugal and share capital of 2.500,00 €. Contact: [email protected]. More details on the Legal information page.

The Platform is an online marketplace (Regulation (EU) 2022/2065, the "Digital Services Act") where independent local restaurants, cafés, bakeries, grocers and other businesses ("businesses") sell their products and where, when available, you can request the transport of items between two addresses (Pratoroo Send).

2. Who sells to you and who is responsible for what

The contract for the products is made directly between you and the business. The business is the seller and the trader responsible to you (Decree-Law 24/2014 and Law 24/96, the Consumer Protection Act) for:

  • the products, their quality, food safety, quantity and conformity;
  • the prices, descriptions, photos and allergen information it publishes;
  • preparing the order and, when the business delivers itself, the delivery;
  • the invoice (the business uses its own certified invoicing software).

On each business page, under "Who is responsible for your order?", you will find the seller's identity (name, address and, for companies, tax number). Before you order, the Platform always shows that you are buying from that business and not from Pratoroo.

Pratoroo is responsible for the Platform service: running the website and the apps, receiving and passing on the order, online payment, the Pratoroo wallet, customer support and, for orders delivered by couriers of the Pratoroo network, the delivery service (section 7). The information businesses publish (menus, prices, photos, allergens, opening hours) is the business's own content, which Pratoroo hosts but does not produce or check in advance (Decree-Law 7/2004, articles 16 and 17, and Digital Services Act, article 6). When we become aware of illegal or misleading information, we act quickly (see Digital Services).

3. Who may use the Platform and your account

  • To create an account and order you must be at least 18 years old and able to enter into contracts. You may order without an account, provided you give true details.
  • Each account is personal. One email address can belong to only one kind of account (customer, business or courier).
  • The details you give (name, email, mobile, address, tax number) must be true and up to date. You are responsible for the use of your account and for keeping your email, password and the codes we send you secure; tell us immediately if you suspect misuse. Until you tell us, orders placed in your account are deemed placed by you, unless you show they cannot be attributed to you.
  • You may delete your account at any time (Account → "Delete my account"; see how to delete your account).

4. How to order (how the contract is formed)

In compliance with Decree-Law 7/2004 (articles 28 and 29) and Decree-Law 24/2014, these are the technical steps:

  1. You choose the business and the products and say whether you want to pick up, have it delivered or, at some businesses, order at the table with the QR code.
  2. You choose "as soon as possible" or a later time, enter your details and the payment method.
  3. Before confirming, you see a summary with the products, the price of each, the fees, the total and the seller; you can correct any mistake by going back to the basket or the previous step.
  4. By pressing the order button you place an order with an obligation to pay.
  5. The business accepts or rejects the order. The contract is only concluded when the business accepts. If the business rejects or does not answer within the time shown, the order is cancelled and, if you paid online, you are refunded in full automatically.

You receive a confirmation email (a durable medium with the order summary) and a link to follow it. Your orders are kept and can be viewed in "My orders". The Platform is available in Portuguese and English; the contract may be made in either language.

5. Prices, fees and payment

  • Prices are set by each business, in euros, and include VAT at the legal rate (Decree-Law 138/90).
  • Before ordering you always see: the product prices, the delivery fee (if any), the minimum order, the small-order fee for orders delivered by the Pratoroo network below the minimum shown, Pratoroo's service fee (when it applies) and the total. There are no hidden costs: you only pay what the summary shows.
  • The total is always calculated by our server. If, through an obvious technical error, a price or total appears manifestly wrong (for example €0.10 instead of €10.00), the order may be cancelled before delivery, with a full refund of everything you paid (Civil Code, articles 247 and 249).
  • Payment methods: debit or credit card (Stripe), PayPal, MB WAY and Multibanco (Ifthenpay) and, when the business allows it, cash on pickup or delivery. Online payments are made to GINGER DIALOGUE - UNIPESSOAL LDA, which receives the money on behalf of the business and passes it on. Payment providers have their own terms.
  • Card payments may require your bank's confirmation (3D Secure). We may refuse or pause a payment method when there are signs of fraud (see Fraud prevention); you can still use other methods.
  • The tip is optional and goes to the business.
  • The service fee, when it applies, belongs to GINGER DIALOGUE - UNIPESSOAL LDA (not to the business) and pays for running the platform: customer support, safe payments and the app. The amount, VAT included, is shown in the basket and in the summary before you order and is the same for delivery, pickup and table orders. On cash orders the business collects it on behalf of GINGER DIALOGUE - UNIPESSOAL LDA. It is not refundable, except when the order never happens (rejected, cancelled or not answered by the business): then we give back everything you paid.
  • Unjustified chargebacks: if you ask your bank to reverse a payment (chargeback) for an order you received as ordered, we may dispute it with the evidence of the order and the delivery and pause card payment on your account while the case is open.

6. Invoice

The invoice is issued by the business (with your tax number, if you enter it in the order). To ask for an invoice or a copy, contact the business or use Help on the order.

7. Delivery, pickup and table orders

  • Who delivers: the business itself or an independent courier of the Pratoroo network; the business page and the order tracking show which.
  • Times: delivery and preparation times are estimates and may vary (traffic, weather, order volume). A reasonable delay does not, on its own, give the right to cancel or to a refund; if the delay is significant, contact us through Help.
  • Your part: you must give a complete and correct address (with door code, floor and directions if needed), keep your phone on and be available to receive the order at the place and time chosen. For Pratoroo-network deliveries you may be asked for a delivery code; the courier may take a photo of the delivery at the door as proof.
  • Delivery failed because of you: if delivery is not possible for a reason attributable to you (wrong or incomplete address, absence, phone off or not answered, refusal without reason), the order is deemed fulfilled by the business and no refund is due, because the products were prepared for you and cannot be resold (Civil Code, article 813 onwards). For cash orders, orders not received or not collected may lead to cash payment being paused (see Fraud prevention).
  • Pickup: you must collect the order at the time shown. Orders not collected are treated as deliveries failed because of you.
  • Table orders (QR code): served by the business on its premises, under the business's own rules.

8. Cancellations and right of withdrawal

  • There is no 14-day right of withdrawal for orders of meals and prepared or perishable food, or for sealed goods that cannot be returned for health or hygiene reasons once unsealed (Decree-Law 24/2014, article 17(1)). For other shop products (for example flowers or gifts), the legal rules apply and are shown on the business page where relevant.
  • You can cancel an order while the business has not yet accepted it. Once accepted, it can only be cancelled if the business agrees.
  • Pratoroo only cancels an accepted order at the business's request or when the law, safety or fraud prevention require it.
  • If the business rejects, cancels or does not answer, you automatically receive a full refund of what you paid online.

9. Problems with an order and refunds

  • How to ask: use Help on the order (or in "My orders") as soon as possible and, to be considered under this policy, within 48 hours of delivery or pickup. For missing, wrong or poor-quality items, send photos of the products and the packaging; without proof the request may be refused. Your legal conformity rights always remain, even outside this period.
  • Who decides: the Pratoroo team, after hearing the business and, where relevant, the courier. We review requests within 5 working days.
  • How you are paid: if the refund is approved, you receive it on the same payment method within 10 working days of approval (the exact day depends on your bank) or, if you prefer and have an account, in your Pratoroo wallet. Orders paid in cash are refunded by the business itself.
  • Refusal: we may refuse requests without proof, repeated requests, requests contradicted by the delivery evidence or showing signs of fraud. The decision is always taken by a person and explained to you.

10. Pratoroo wallet

If you have an account, a refund can be put in your Pratoroo wallet instead of going back to the payment method (for example Multibanco payments). What the wallet paid always goes back to the wallet. The balance is used automatically, before any other payment method, on your next order paid online. Each amount lasts 12 months from the day it enters the wallet (we email you 30 days before) and then ends. The wallet is not electronic money or a payment account: it cannot be topped up, cashed out, exchanged, transferred or given to another person, and it only exists while you have an account. Balances obtained by fraud or error are cancelled.

11. Allergens, health and alcoholic drinks

  • Allergen information is provided by, and is the responsibility of, each business (Regulation (EU) 1169/2011). If you have an allergy or intolerance, say so in the order and confirm directly with the business before ordering and before eating. Pratoroo does not prepare food and cannot guarantee the absence of allergens or cross-contamination.
  • Selling or supplying alcoholic drinks to anyone under 18 is prohibited (Decree-Law 50/2013). By ordering alcoholic drinks you declare that you are at least 18. The business or the courier will ask for an identity document and will not hand over those drinks to anyone who does not show it, to minors or to visibly intoxicated people; in that case the price of those drinks is not refunded, as the refusal results from a cause attributable to you.
  • Parapharmacy and other regulated products are sold by the business, under the law that applies to that business.

12. How we rank results and advertising

In "Near you" and in searches, businesses appear by default in this order: first those that are open, then those opening later and finally those that are closed; within each group, those closest to the address given come first. You can choose another order (distance, delivery fee, minimum order or name) and use filters. No business pays to appear higher. If paid placements are introduced in the future, they will always be labelled "Sponsored" (Digital Services Act, articles 26 and 27).

13. Reviews

  • Only customers who placed and completed the order being reviewed can review it; the review is made from the order itself. This is how we check that reviews come from real customers (Decree-Law 57/2008 on unfair commercial practices, as amended by Decree-Law 109-G/2021).
  • Reviews must be true, about your own experience, and must not contain insults, other people's personal data, advertising or illegal content. We may hold, check, hide or remove reviews that break these rules or show signs of being fake, and we explain why to the author.
  • Businesses may reply, but cannot change or delete customer reviews.
  • By publishing a review, you grant GINGER DIALOGUE - UNIPESSOAL LDA a free, non-exclusive and indefinite licence to show it on the Platform. Reviews reflect the opinion of their authors, not of Pratoroo.

14. Prohibited use

You may not: place fake orders or orders you do not intend to receive; use other people's details, cards or accounts; claim undue refunds; post fake reviews; threaten, insult or harass couriers, businesses or our team; try to get around security checks, prices or limits; use robots, scraping or automated means; copy or reuse the Platform's content; or use the Platform for any unlawful purpose.

15. Measures we may take, reasons and appeal

If these Terms are breached, in case of fraud or risk to others, we may, proportionately: ask for verification, pause a payment method (card or cash), hide a business from a customer, remove content, suspend or close the account. Unless the law or safety prevents it, we tell you the reason in writing, including the facts, the rule applied and whether the decision was automated (Digital Services Act, article 17). You can challenge any measure through Help or at [email protected]; a person reviews the case and replies. Details are in Fraud prevention and Digital Services.

16. Pratoroo Send (when available)

  • You ask for a price estimate to take an item from one address to another; nothing is charged at this stage. Nearby couriers may accept the estimate or make an offer up to 15 % higher; you choose an offer and only then pay. If nobody accepts within 10 minutes, the request closes at no cost.
  • You are responsible for packing the item well and for declaring its contents correctly. It is prohibited to send: cash, jewellery, securities, other people's identity documents, weapons, explosives, flammable or dangerous goods, drugs and illicit substances, prescription medicines, live animals, perishable food without suitable packaging, alcoholic drinks to minors, and any unlawful or stolen goods. The courier may refuse an item that appears prohibited, badly packed or unsuitable for the means of transport.
  • Except in case of intent or gross negligence and without prejudice to mandatory consumer rights, liability for loss of or damage to an item sent is limited to the price paid for the shipment. Do not send valuable items you cannot afford to lose.

17. Liability

  • Each business is liable for the products it sells and, when it delivers itself, for the delivery. Pratoroo is liable for the Platform service and for Pratoroo-network deliveries.
  • Pratoroo is not liable for: products, information, prices, allergens, invoices or opening hours published by businesses; delays or failures caused by you (section 7); failures of banks, payment providers, telecommunications networks or the internet that we do not control; use of the Platform contrary to these Terms; and force majeure (for example disasters, extreme weather, general power or communications outages, third-party strikes, pandemics or decisions of authorities).
  • The Platform is provided as available. We do our best to keep it running without interruption, but there may be stoppages for maintenance, updates or technical reasons; we may change, suspend or end features.
  • Except in case of intent or gross negligence, Pratoroo's liability for damage arising from the Platform service is limited to the value of the order concerned, and we are not liable for loss of profit or indirect damage.
  • Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for intent or gross negligence, or any right the law gives you as a consumer that cannot be excluded (Decree-Law 446/85, articles 18 and 21, and Law 24/96). Nothing in these terms limits your rights as a consumer.
  • You are liable for damage you cause to Pratoroo, businesses or couriers by breaching these Terms or the law.

18. Intellectual property

The Pratoroo brand, the kangaroo logo, the design, texts and software of the Platform belong to GINGER DIALOGUE - UNIPESSOAL LDA or its licensors. The businesses' brands, photos and menus belong to the respective businesses. You may use the Platform only for personal, non-commercial purposes.

19. Communications

We send you by email, SMS or notification the messages needed about your account and your orders. We only send offers and discounts if you agreed to receive them, and you can stop them at any time. Communications about these Terms may be made by email or on the Platform.

20. Complaints and dispute resolution

  • Talk to us first through Help or at [email protected]; we reply within 15 working days at the latest.
  • You can complain in the Electronic Complaints Book (about Pratoroo or about the business). See the Complaints book page.
  • In a consumer dispute, you can use an alternative dispute resolution body (Law 144/2015), for example CNIACC — National Centre for Consumer Dispute Information and Arbitration (www.cniacc.pt). For disputes up to €5,000, arbitration is mandatory for Pratoroo if the consumer chooses it (Law 24/96, article 14, as amended by Law 63/2019). More information on the Consumer Portal (www.consumidor.gov.pt).

21. Personal data and cookies

How we process your data is explained in the Privacy Statement and the Cookie Policy.

22. Changes to these Terms

We may change these Terms for legal or security reasons or as the service evolves. We notify account holders by email or on the Platform at least 15 days in advance whenever a change is significant. The version that applies to each order is the one published when you placed it. If you do not agree with a change, you may stop using the Platform and delete your account.

23. Final provisions

  • If any clause of these Terms is found invalid, the others remain in force.
  • Not exercising a right does not mean we waive it.
  • We may transfer Pratoroo's contractual position to another company of the same group or to whoever acquires the service, with your rights preserved.
  • If the Portuguese and English versions of these Terms differ, the Portuguese version prevails.
  • Governing law: Portuguese law, without prejudice to the mandatory consumer protection rules of the country where you live. Courts: the courts competent under the law, including those of your domicile as a consumer.