Terms and Conditions

These general terms govern use of the food-ordering and loyalty app. You are the consumer. We are the trader.

If the Greek and English versions differ, the Greek version governs.

By registering you accept these terms (mandatory checkbox in the app). We record the date and time of your acceptance.

1. Trader identity

Your counterparty for every order placed through the app is STIQ MONOPROSOPI P.C.

2. The service

The app lets you browse a store menu, build a cart, pay by card or digital wallet via Viva, pick up in store, attach as a member at the till (POS), chat with support, and join a loyalty programme (points, stamps, coupons, stored-value vouchers, referrals, membership tiers).

There is no subscription and no in-app store purchase (IAP). This flow does not dispatch a third-party courier — the order is for store pickup unless the in-app order type says otherwise.

Age: the service is for users 15 and over. New registration (email or social completion) requires a date of birth; the app does not accept registration by anyone under 15.

3. Distance contract — when you are bound

1. You add items to the cart. An idle cart may be deleted after 14 days.

2. You tap checkout. The server creates a temporary order (30 minutes). That is not yet a paid binding order.

3. Viva’s hosted checkout opens. That is where you pay with an obligation to pay.

4. After successful payment the order is sent to the kitchen (Grubtech).

Prices are shown with VAT. Where required by law, a plastic-packaging environmental fee is added (for Greece: €0.04 plus VAT per item), plus a tip if you add one. Exact amounts are on the checkout screen before you pay.

We do not use personalised pricing.

4. Allergens and food information

Product allergens are shown on the product card and on “build your bowl” before you add the item to the cart. You can also declare allergies on the order.

If an allergen is missing from the menu, do not order and tell the store. Food is made to order; information depends on the kitchen’s menu data.

5. Cancellation, refunds, right of withdrawal

In-app cancellation is allowed only while the order is pending, or accepted but not yet in preparation. Once preparation has started, the app will not cancel it.

For a scheduled order: if the store has turned cancellations off, you cannot cancel. If they are on, you may cancel only before preparation starts, i.e. the pickup time minus the preparation time.

If the order is paid and cancellation succeeds, the system requests a Viva refund.

14-day right of withdrawal: does not apply to food orders. Meals are made to order and deteriorate rapidly, falling within the exemptions of Art. 3ιβ Law 2251/1994 (Art. 16 Directive 2011/83/EU). Your rights in respect of defective or non-conforming products are unaffected.

6. Loyalty programme

Rules the code actually enforces (not “typical” programme language):

• Points: default 4 points per 1.00 currency unit, configurable per brand. Shown in the app.

• Points expire 12 months after the date they were earned. They have no cash value and are not transferable.

• On account deletion, points, stamps, coupons, vouchers and carts are deleted. Anything unredeemed is lost.

• Coupons: valid until the displayed expiry, then deactivated. Stacking depends on the coupon. Some coupons have a per-user or per-order redemption limit, as shown in the application.

• Vouchers (stored value) may be applied on the cart or at the till. They have no cash value. They remain valid until the expiry date shown on each one.

• Stamps: progress per campaign, with a separate stacking flag.

• Membership tiers: if you no longer meet your tier's criteria, you keep it for a 12-month grace period before being moved down. Founding members are never moved down.

• Referrals: unique code; rewards follow the live campaign in the app.

• Abuse (multiple accounts, fake orders, point manipulation) may lead to cancelled rewards or account closure.

7. Menu availability and prices

Stock and prices sync from the kitchen. An ingredient may sell out after it is in your cart. The cart updates; two appearances of the same dish may have different prices.

8. Content you create

Order/item reviews and chat messages are stored. You grant us a licence to show them to support and on the order history. Reviews are not published to other customers: you and our staff see them, and we use them to improve the recommendations shown to you.

9. Liability

The store is responsible for preparing the food. If you have an allergy, rely on the allergen information and what you declare on the order. We are not a health insurer.

The app may be unavailable for maintenance or network failure. We do not exclude liability that consumer law does not allow us to exclude.

10. Changes to these terms

We change these terms only for specific reasons: a change in the law, or a change in how the service or the loyalty programme works. We notify you in the app at least 15 days before the new version takes effect, and by email for material changes. For material changes we ask for your express acceptance. If you do not agree, you may delete your account free of charge; any unredeemed points or vouchers are lost on deletion. Every version carries a date.

11. Governing law and disputes

Governing law: Greek law.
Jurisdiction: the courts of Athens. As a consumer you keep the right to bring proceedings in the courts of your own domicile (Art. 18 Reg. (EU) 1215/2012).

Alternative dispute resolution: If you are not satisfied with our reply, you may contact the Greek Consumer Ombudsman (www.synigoroskatanaloti.gr) or the General Secretariat for Commerce and Consumer Protection..

We do not link to the EU ODR platform (it has been shut down).

12. Contact

STIQ MONOPROSOPI P.C., 2 Papanikoli St., Chalandri 15232, Greece · info@stiq.gr · +30 210 700 4650 · Protein Garden customer service: proteingarden@stiq.gr