Terms of service

Who we are

These terms govern your use of OrdersUp, a booking and guest-communications platform for hospitality venues, run by OrdersUp Labs Pte. Ltd., a company registered in Singapore (UEN 202633497D), registered address 60 Paya Lebar Road #06-28 Paya Lebar Square, Singapore 409051 ("OrdersUp", "we", "us").

By accessing our website or using the OrdersUp platform, you agree to these terms. If you are agreeing on behalf of a venue or another organisation, you confirm you have the authority to bind that organisation, and "you" refers to that organisation.

See also our privacy policy, which explains how we handle personal data and forms part of these terms by reference.

The service

OrdersUp provides AI booking and enquiry agents for hospitality venues. The service reads and responds to guest enquiries across channels such as email, voice and a booking widget, drafts replies, and helps venues take and manage bookings. We present the agent to guests as a digital team member of the venue, and we tell guests when they are dealing with it rather than a person.

We may add, change or remove features, and may change how the service works, as the platform develops. We will give reasonable notice of changes that materially reduce functionality a venue is actively using.

Accounts and acceptable use

To use OrdersUp as a venue, you or your staff need an operator account. You are responsible for:

• keeping your account credentials secure and not sharing them beyond authorised staff;
• the accuracy of the information you configure in the platform (venue details, hours, policies, menu and pricing data the agent relies on); and
• telling us promptly if you suspect unauthorised access to your account.

You agree not to use the service to:

• break the law, or the rights of any person or organisation;
• send unlawful, misleading, abusive or fraudulent content to guests or through the platform;
• attempt to disrupt, reverse engineer, scrape or gain unauthorised access to the service or its underlying systems; or
• resell or provide the service to a third party without our written agreement.

We may suspend or terminate an account that breaches this section, with notice where reasonably practicable.

Bookings are between the guest and the venue

OrdersUp is a platform, not a party to the bookings it helps arrange. When a guest makes a booking, enquiry or reservation through OrdersUp, the resulting contract, including any deposit, cancellation, no-show or refund terms, is between the guest and the venue. We are not responsible for a venue's service, food, pricing, availability, or its handling of a booking once made, and we are not responsible for a guest's conduct.

Venues remain responsible for the accuracy of what the digital team member communicates on their behalf, including menus, pricing, availability and policies, to the extent the venue has configured or approved that information.

How we use AI, in plain language

OrdersUp's digital team member uses Anthropic's commercial AI service to read, draft and respond to guest communications. As with any AI system, responses can occasionally be wrong or unclear. Venues should review how the agent is performing for their business and tell us if something looks off. Full detail on how the AI service handles data is in our privacy policy.

Intellectual property

OrdersUp and its licensors own all rights, title and interest in the platform, including its software, design, branding and documentation. Nothing in these terms transfers ownership of that to you. You keep ownership of the content you or your venue supply to the platform (menus, policies, brand assets and similar), and you grant us a licence to use it to provide the service to you.

You may not copy, modify, distribute or create derivative works from the platform outside what these terms allow.

Fees and payment

Where a venue is on a paid plan, fees, billing frequency and payment terms are set out in the order or plan the venue agrees to separately. Unless stated otherwise, fees are quoted in Singapore dollars (SGD) and are exclusive of applicable taxes. Late or failed payment may result in suspension of the service after reasonable notice.

Disclaimers and limitation of liability

The service is provided on an "as is" and "as available" basis. To the extent permitted by law, we do not warrant that the service will be uninterrupted, error-free, or that AI-generated responses will always be accurate or complete.

To the extent permitted by law, OrdersUp's total liability arising out of or in connection with these terms or the service, whether in contract, tort or otherwise, is limited to the fees you paid us for the service in the three months before the event giving rise to the claim. We are not liable for indirect, incidental or consequential loss, including loss of profit, revenue, data or goodwill. Nothing in these terms limits liability that cannot lawfully be limited, including liability for fraud or wilful misconduct.

Termination

You may stop using the service at any time. Where a venue has a separate agreement with us, that agreement's termination terms apply; otherwise either party may terminate access to the free or trial elements of the service on reasonable notice. We may suspend or terminate access immediately where we reasonably believe continued access would breach these terms, applicable law, or pose a security risk.

On termination, sections of these terms that by their nature should survive (including intellectual property, disclaimers, limitation of liability, and governing law) continue to apply.

Changes to these terms

We may update these terms as the platform grows. We will post the new version here with an updated date. Continuing to use the service after a change takes effect means you accept the updated terms. Where a change is material and you have a separate written agreement with us, that agreement's own amendment process governs instead.

Governing law

These terms are governed by the laws of Singapore, and any dispute arising out of or in connection with them is subject to the exclusive jurisdiction of the Singapore courts.