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Restaurant Agreement (Orders, Azeema, Ring & Smart link)

Last updated: September 2026 · Version 2026-09-28.2

This agreement governs the relationship between the restaurant and MENOVA TECHNOLOGY L.L.C when enabling order-ahead pickup, table ordering, Azeema gifts, the ring and the smart link on Menova. It supplements the Terms of Service.

Payments & settlement

  • Order-ahead and gift payments are processed through the restaurant's own payment gateway (Stripe, Tap or Ziina) and settle directly to the restaurant according to the provider's payout cycle.
  • Gateway fees are borne by the restaurant under its agreement with the provider. The platform takes no commission on the restaurant's orders.
  • The system provides a statement matching every order and gift to its amount.

Order commitments

  • The restaurant accepts or cancels paid orders within the acceptance window; after it expires the order is cancelled and refunded automatically.
  • Orders are handed over with the customer code, or the owner/manager records a no-code handover under their responsibility.
  • Keep the orders board online during opening hours; if it goes offline, order-ahead pauses automatically.

No-shows

  • If the customer does not arrive within the restaurant's hold time, the order is marked "not picked up" and the amount stays with the restaurant under the refund policy the customer accepted.

Gifts

  • The restaurant honours valid gifts until they expire, even if prices change later (the recipient pays only the difference).
  • When an uncollected gift expires, its amount is refunded to the sender from the restaurant's gateway account, as the restaurant provided nothing for it.
  • If gifts are switched off or the subscription ends, the restaurant honours existing gifts until they expire or agrees to refund them to senders.

Failed automatic refunds

  • If an automatic refund fails at the gateway, the restaurant is alerted to refund manually within 3 business days.

Ring & guest rewards

  • When the ring is enabled, the restaurant honours rewards guests have earned until they expire, even if it later disables the ring or changes the reward. The reward cost is borne by the restaurant.
  • Visits are counted automatically per the settings: one per guest per day, from a completed paid order above the minimum; free gift redemptions do not count.
  • A reward is redeemed with the guest’s code once only, and the redemption is logged under the staff member. A guest can gift their reward to another number once.

Table ordering

  • The waiter confirms the actual number of people at the table; it caps visits when "everyone at the table" is chosen.
  • Unpaid table orders reach the kitchen only after the waiter confirms, and the restaurant is responsible for checking the guest is seated before confirming.

Smart link, stickers & channels

  • The restaurant uses its smart link and short code for its own menu only, places the official stickers that show its name and link clearly, checks them regularly and reports any fake sticker to us immediately.
  • Channel statistics (Google Maps, door, tables, code…) are estimates to help the restaurant and are not a financial basis.
  • Adding the link to Google Maps is done from the restaurant’s own Google account under Google’s policies; we do not guarantee it appears or how long review takes.

Ratings, complaints & deals

  • The restaurant does not manipulate ratings (fake orders or accounts, or rewards conditional on a rating) and accepts that verified ratings cannot be deleted. Replies to ratings are polite and never disclose guest data.
  • The restaurant monitors its feedback inbox and responds to urgent health complaints immediately. Complaints are private and may only be published through the platform’s publish button with the sender’s recorded consent; their text may not be altered, nor the sender’s data used for anything but resolving them.
  • The restaurant bears the cost of its automatic deals and make-good codes and honours them for their announced duration.

Ingredients, country & the menu coach

  • The restaurant declares each dish’s allergens accurately (or confirms it has none), updates them when a recipe changes, and is responsible for their accuracy towards its guests.
  • AI suggestions from the menu coach (descriptions, names and ingredients) are estimates and are only saved after the restaurant reviews and approves them.
  • Suggested country settings (currency, tax and invoice type) are general and not tax advice; the restaurant reviews them with its accountant and remains responsible for them.
  • The restaurant only declares “All our food is halal” if that is true.

Tax & invoicing

  • The restaurant is responsible for tax and invoicing towards its customers. We recommend consulting a tax adviser about prepaid gifts.

Data

  • The restaurant uses customers' data (name and phone) only to fulfil and hand over orders, in line with data protection law.

Acceptance

  • The restaurant's acceptance is recorded with the version, date and the user who accepted.
  • Contact: hello@menova.ae