Last updated: 23 February 2026
1) Who we are and how to contact us
These Terms & Conditions apply to purchases made through Caterflow’s website and mobile applications (“Caterflow”, “we”, “us”).
Caterflow ApS / OpGo ApS
Torvegade 1, 2. Sal,
5000 Odense C, Denmark
Email: kontakt@caterflow.dk
2) Definitions
- Customer / you: The person placing an order through Caterflow.
- Seller: The legal entity identified as the seller in checkout and/or on the order confirmation/receipt.
- Order: Your purchase of meal tickets, meals, and any add-ons made through Caterflow.
- Meal ticket: A right to receive a specified meal (or meal value) for the date/time and location shown in the Order.
3) Scope
These Terms cover ordering, payment, delivery/collection, cancellation, refunds, and complaints for Orders placed through Caterflow. Our processing of personal data is described in our Privacy Policy: https://caterflow.dk/privacy-policy/
4) Placing an order and order confirmation
- You place an Order by selecting items and completing checkout in Caterflow.
- The Order becomes binding when it is confirmed in Caterflow and/or you receive an order confirmation/receipt.
- You are responsible for ensuring Order details (date, location, items, quantities) are correct before confirming.
5) Prices, currency and taxes
- Prices are shown in DKK.
- Prices are shown including VAT, unless clearly stated otherwise at checkout.
- Any fees (if applicable) will be shown before you approve payment.
6) Payment
6.1 Payment methods and payment processing
Available payment methods are shown at checkout. Card payments are processed through payment service providers (e.g., Nets Easy / Nexi Checkout and/or Stripe, depending on the checkout flow).
6.2 Reservation and capture (charging your card)
- When you pay by card, the amount may be reserved on your card when the Order is placed and captured (charged) either immediately or when the Order is confirmed for delivery/collection (depending on the flow).
- If an Order is cancelled in accordance with section 9, any reservation will typically be released, or a captured amount will be refunded.
- The time it takes for a reservation to disappear or a refund to appear depends on your bank/card issuer.
6.3 Card data
Card details are entered directly in the payment provider’s checkout interface. We do not receive or store your full card number or CVC.
7) Delivery / collection
Delivery or collection details (location and time window) are shown in your Order.
- Collection (canteen pickup): You collect the Order at the specified location within the stated time window.
- Delivery (if offered): Delivery is made to the location shown in the Order.
If the Seller cannot fulfil the Order as agreed (e.g., due to operational issues), the Order may be cancelled and you will be entitled to a refund under section 9.
8) Food information and allergens
Meals are prepared in environments where allergens may be present. Unless explicitly stated otherwise for a specific item, we cannot guarantee that a meal is completely free of allergens.
9) Cancellations, changes and refunds
9.1 No returns (general rule)
Because Orders typically concern meals/food and/or services tied to a specific date/time, purchases are final once confirmed and cannot be returned.
9.2 Cancellation/changes before the cut-off (if offered)
If your Order includes a cancellation or change deadline, it will be shown in Caterflow (e.g., in checkout or in the Order details). If you cancel within the stated deadline:
- a reserved amount will be released, or
- a captured amount will be refunded to the original payment method.
9.3 After the cut-off / no-show
After the cancellation deadline (or once preparation has started), cancellation is normally not possible. If you do not collect the Order within the stated time window, the Order is generally treated as fulfilled and is not refundable.
9.4 Incorrect, missing, or undelivered Orders
If an Order is incorrect, incomplete, or not delivered/available as agreed, contact customer support as soon as possible (preferably the same day). Depending on the circumstances, you may be entitled to:
- replacement (where feasible), and/or
- a partial or full refund.
9.5 Refund timing
Refunds are made to the original payment method. Processing time depends on your bank/card issuer.
10) Right of withdrawal (consumers)
Where a statutory right of withdrawal would otherwise apply to distance sales, it may be subject to statutory exceptions. For Orders relating to meals/food and/or services tied to a specific date/time (and/or goods that quickly deteriorate), the statutory right of withdrawal may be limited or not apply, particularly once preparation has started or where the Order is for a specific delivery/collection time.
11) Complaints and dispute resolution
We encourage you to contact us first so we can try to resolve the issue.
If you are a consumer resident in Denmark and cannot reach an agreement, you may be able to submit a complaint via the Danish public consumer complaints system (Nævnenes Hus / The Danish Appeals Boards Authority).
The EU Online Dispute Resolution (ODR) platform has been discontinued as of 20 July 2025.
12) Changes to these Terms
We may update these Terms from time to time. The version published on this page applies to new Orders from the time of publication.
13) Governing law and venue
These Terms are governed by Danish law. Any disputes will be handled by the Danish courts, subject to mandatory consumer protection rules.