Terms of Use — Rafters Food Services

1. Who we are

The app and the meal service are provided by Cafe Le Monde Limited, trading as Rafters Cafe, a company registered in Ireland with its registered office at Unit 3, Crookstown Business Park, Crookstown, Co. Kildare, R14 ND91. You can reach us at info@raftersfoodservices.ie. In these Terms, "we", "us" and "our" mean that company, and "you" means the person holding the account.

2. Who can hold an account

By registering you confirm that you:

• are at least 18 years old;
• are a parent, guardian, school staff member, or a student aged 18 or over;
• will give accurate information and keep it up to date; and
• will comply with these Terms and applicable law.

Children do not hold their own accounts. Meals for children are ordered by an adult through their account, using a child profile.

3. Your account

You can register with an email address and password, or sign in with a Google, Apple or Microsoft account.

• Keep your password and device secure, and do not let anyone else use your account.
• You are responsible for what happens under your account, unless it results from something that is our fault.
• Tell us at info@raftersfoodservices.ie as soon as you think someone else has access, and we will help you secure it.
• We may suspend access if we reasonably believe an account has been compromised, and we will tell you why.

4. Child profiles and your responsibilities

Parent and staff accounts can add child profiles and switch between them when ordering.

• You confirm that you are the parent or guardian of each child you add, or are authorised by the school to order for them.
• You are responsible for keeping each child's school, class, teacher and allergen details accurate and current. Meals are prepared from what you record.
• Check which profile is selected before you order. Orders are fulfilled against the selected profile.
• Orders, wallet balance and payments belong to the account holder, whichever profile is selected.
• Avatars are cosmetic, stored on your device only, and carry no other meaning.

5. What we provide

Through the app we offer:

• ordering of school meals for the days a school menu is published;
• a wallet you can top up and spend on meals;
• menu filtering by recorded allergens and dietary preferences;
• Rolling Orders, order history and an order calendar;
• a rewards and referral programme; and
• payment processing through Stripe.

Menus, prices and availability are set by us and by the school, and change from week to week. We may change or withdraw features, and we will give reasonable notice of anything that materially affects you.

6. Ordering deadlines

Meals are cooked to order, so ordering closes before each school day. All times are Irish time.

• Ordering for the following week opens on Friday afternoon, and the whole week can be ordered until Sunday evening.
• After that, each weekday closes at 2:30 PM on the day before it.
• An order can be changed or cancelled only up to the deadline for the day it is for.
• We may adjust deadlines for school holidays, closures, or operational reasons.

The deadlines shown in the app come from our system and are the ones that apply. Please rely on those rather than on your own calculation.

7. Rolling Orders

Rolling Orders are optional, and exist so that a child is not left without a meal when an order is missed.

• When switched on, if a day's deadline passes with no order for that child, a suitable meal is assigned automatically shortly afterwards.
• Assigned meals respect the allergens recorded on that profile.
• Where the meal is chargeable, it is charged like any other order, so keep enough wallet balance available.
• You can switch Rolling Orders off at any time. The change applies to days whose deadline has not yet passed.
• Every automatically assigned meal appears in your order history, and you can query any of them with us.

8. Allergens and food information

We provide allergen and ingredient information in good faith and in line with our obligations under food information law, including Regulation (EU) No 1169/2011.

• Meals are prepared in kitchens that handle the common allergens, so we cannot guarantee any dish is free from traces.
• Menu filtering works from the allergens recorded on the profile. It is a helper, not a guarantee.
• Recipes and suppliers can change. Always check the item details for the day in question.
• If a child has a severe or anaphylactic allergy, speak to us and to the school directly before ordering, and do not rely on the app alone.

9. Prices, payment and your wallet

Prices are shown in euro and include VAT where it applies. The price you see when you order is the price you pay.

• Payments and top-ups are processed by Stripe. We do not hold your card details.
• Wallet credit is prepayment for meals through the app. It is not a deposit, earns no interest, and cannot be transferred to another account or exchanged for cash except as set out in section 10.
• Make sure there is enough balance before a deadline, including for any Rolling Order that may be assigned.
• Free school meal entitlements, where they apply, are set by the school and may be limited to one meal per child per day.
• If a payment fails or is reversed, we may suspend ordering until it is resolved.

10. Cancellations, refunds and your right to withdraw

You can cancel any meal order free of charge up to the deadline for the day it is for. The amount goes back to your wallet, normally immediately.

After the deadline the meal has been planned and prepared and cannot be cancelled. This reflects the exception in Irish and EU consumer law for food supplied for immediate consumption and for goods that spoil quickly, so the usual 14-day cooling-off period for distance contracts does not apply to a meal once its deadline has passed.

That exception does not apply to wallet top-ups. You may ask us to refund unspent wallet credit at any time, and we will return it to the payment method you used, normally within 14 days.

If a meal is not provided, is provided late, or is not as described, tell us and we will put it right — by refund, credit or replacement. This is in addition to your rights under the Consumer Rights Act 2022, which we do not limit.

11. Rewards and referrals

The rewards programme is offered at our discretion and on these terms.

• Points, referral codes and rewards have no cash value and cannot be sold or transferred.
• Referral codes are for people you know. Bulk, automated or public distribution is not permitted.
• We may withdraw points or rewards obtained through error, abuse or fraud.
• We may change or end the programme, giving reasonable notice and a fair period to use points already earned.

12. Notifications and the in-app assistant

• If you allow notifications, we may send order confirmations, deadline reminders and account or security notices. You can turn them off in your device settings, but you may then miss a deadline.
• The in-app assistant is automated software, not a person. Its answers are general guidance and may be incomplete or out of date.
• Do not enter passwords, payment details or sensitive personal information into the assistant.
• Where the assistant and the order details in the app disagree, the order details are correct. You can always reach a person at info@raftersfoodservices.ie.

13. Acceptable use

When using the app you agree not to:

• use it for any unlawful, fraudulent or unauthorised purpose;
• interfere with, overload or disrupt the app or the systems behind it;
• try to access another person's account, another family's orders, or any data you are not entitled to;
• copy, scrape, reverse engineer or resell any part of the service, except where the law expressly permits it;
• upload or transmit malicious code; or
• order for a child you are not authorised to order for.

If you break these rules we may suspend or close your account. We will tell you why and, where it is appropriate, give you a chance to put things right first.

14. Your data

How we handle personal information — including the information you give us about children, and the allergen information we treat as health data — is set out in our Privacy Policy, which you can read in the app under Profile, then Privacy Policy. Cafe Le Monde Limited is the data controller and is responsible for it.

15. Availability and accessibility

We aim to keep the app available and working, but we do not promise it will be uninterrupted or error-free. We may take it down for maintenance, and we will give notice where we reasonably can.

We are working to make the app usable by everyone, including people using screen readers, larger text or other assistive technology, in line with the European Accessibility Act. If you have difficulty using any part of it, tell us at info@raftersfoodservices.ie and we will help you order and work on a fix.

16. Intellectual property

The app, its content, artwork, trademarks and design are owned by us or licensed to us. You may use the app for ordering meals for yourself and the children in your care. You may not copy, modify, distribute or exploit any part of it without our written permission.

17. Our responsibility to you

If we fail to meet these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable.

We are not responsible for:

• orders placed under the wrong profile, or with incorrect details you entered;
• a missed deadline caused by your device, connection, or notification settings;
• a school closing, changing its arrangements, or not distributing a meal; or
• events outside our reasonable control.

18. Ending your account

You can close your account at any time in the app under Profile, then Delete Account. Any unspent wallet credit is refunded on request under section 10.

We may suspend or close your account if you seriously or repeatedly break these Terms, if we are required to by law, or if we stop providing the service. Other than where we must act immediately, we will give you reasonable notice and refund unspent wallet credit.

19. Changes to these Terms

We may update these Terms to reflect changes in the service or in the law. The date at the top shows the current version. For any change that materially affects you we will give reasonable notice in the app or by email before it takes effect, and you may close your account and take a refund of unspent credit if you do not accept it.

20. Complaints, law and disputes

If something goes wrong, contact us at info@raftersfoodservices.ie. We aim to acknowledge complaints within two working days and resolve them within ten.

If we cannot resolve it between us, you can contact the Competition and Consumer Protection Commission for information about your rights, or the European Consumer Centre Ireland if you are a consumer resident in another EU or EEA country.

These Terms are governed by Irish law, and the Irish courts have jurisdiction. If you live in another EU or EEA country, you keep the protection of the mandatory consumer law of the country you live in, and you may bring proceedings there.

If any part of these Terms is found to be unenforceable, the rest continues to apply.

21. How to contact us

Cafe Le Monde Limited, trading as Rafters Cafe Unit 3, Crookstown Business Park, Crookstown, Co. Kildare, R14 ND91, Ireland Email: info@raftersfoodservices.ie