Terms of Service

Last updated: 1 November 2026

These terms govern your use of HatchGrab. Please read them — by creating an account or using the service you agree to them.

HatchGrab Ltd, company number 17381557, registered in England and Wales at Rosedale, Bury Road, Wickham Street, CB8 8PD, United Kingdom ("we", "us", "our").

1. What these terms cover

HatchGrab is software that lets food truck operators take and manage orders. Village Foodie is our public directory that helps people find food trucks trading near them.

These terms are between us and you, the business using HatchGrab. They do not apply to your customers — the people who order food from you. Those people have their own relationship with you, and our Privacy Policy explains how their data is handled.

HatchGrab is for business use only. By accepting these terms you confirm you are acting for purposes relating to your trade or business, and not as a consumer.

Some countries have extra rules. Where they apply to you, they're on our Country-specific terms page, which forms part of these terms.

2. Your account

You must give accurate account information and keep it up to date.
You are responsible for everything that happens under your account, including anything your staff do. Keep passwords secure and tell us promptly if you think someone else has access.
You may invite staff to your account. You are responsible for their use of the service and for removing access when they leave.
You must be at least 18 years old.

3. What you are responsible for

You run the food business. We provide the software. That division matters, so it is worth stating plainly.

Food safety, allergens and labelling. You are the food business operator. You are solely responsible for the accuracy of your menu, your ingredient and allergen information, and your compliance with the food safety and food information law where you trade, including allergen disclosure requirements, and for any permits or licences you need.

🔴 We do not verify allergen or ingredient information. We cannot, and we do not attempt to. HatchGrab displays exactly what you enter, unchanged. Nothing in the service should be taken as a check, an approval, or a confirmation that what you have entered is correct or complete.

It is your responsibility to check and verify everything you publish, including:

every ingredient and allergen for every item and every modifier;
that this stays correct when you change a recipe, change a supplier, or substitute an ingredient;
that it accounts for cross-contamination risk in your kitchen;
that it is re-checked whenever anything about the dish changes.

Where HatchGrab helps you build a menu — including any automated or AI-assisted menu import or extraction — the output is a draft for you to check, not a verified record. The service requires you to confirm the allergen information for each item before it is published, and that confirmation is yours: it means you have checked it against what you actually cook, not that we have checked anything. Any error you confirm and publish becomes your responsibility.

If your allergen or ingredient information is wrong, incomplete or out of date, that is your responsibility and not ours.

Your prices and your tax. You set your prices. You are responsible for charging the right amounts, for VAT, sales tax or similar taxes where they apply, and for your own tax affairs.

Your orders. You are responsible for accepting, preparing and fulfilling orders, and for any refunds, cancellations or disputes with your customers.

Your content. You are responsible for your menu descriptions, images, trading name and logo, and you confirm you have the right to use them.

Your customers' data. You decide what customer information you collect through HatchGrab and what you do with it. Section 10 sets out how we handle that data on your behalf.

Lawful use. You must not use HatchGrab to break the law, infringe anyone's rights, send unsolicited marketing, attempt to gain unauthorised access to our systems, or interfere with the service for other users.

4. Plans, fees and trials

No contract, cancel anytime. There is no minimum term and no notice period. You are never tied in.

Plans. Our plans, their monthly prices, the online order value each includes and the fee each charges are shown on our website and in the app. Which plans we offer depends on your country, and in most countries one of them has no monthly fee. Prices are in your local currency. We are not registered for VAT, so no VAT is added to our fees. Where another local tax applies to you, we will tell you before it is added.
Free trial. New accounts start with a free trial with every feature unlocked. Its length is shown on our website and in the app when you sign up. You do not need a card to start. At the end of the trial your account moves to the plan shown for your country on our pricing page, unless you have chosen another plan. In most countries that plan has no monthly fee. We will remind you in the app before your trial ends.
Paid in advance, and non-refundable. Monthly plan fees are billed one month in advance. Fees already paid are non-refundable, including if you cancel part-way through a month or stop using the service. This is the trade for there being no contract and no minimum term. Nothing here affects rights you have that cannot lawfully be excluded.
Cancellation. You can cancel at any time by contacting us or from within the service. Cancellation stops the next payment; it does not refund the month you are in. You keep full access until the end of the period you have paid for, then move to the plan shown for your country on our pricing page, which in most countries has no monthly fee.
HatchGrab fees on online card orders. Depending on your plan, we charge a stated percentage of the value of online orders your customers pay for by card — on all of it, on the value above the amount your plan includes each month, or not at all. We charge no fee on Pay at Hatch orders or on walk-up orders.
Card processing. Card processing fees on online card orders are charged by our payment provider (Stripe), are paid to them and not to us, and are separate from our fees. Walk-up orders are taken on your own card reader, under your own agreement with its provider.
Price changes. We may change our prices, fees or what a plan includes. We will give you at least 30 days' notice before a change affects you, and you may change plan or cancel before it takes effect.

If payment is not made

If a payment fails or is not made, your account moves to the plan shown for your country on our pricing page, which in most countries has no monthly fee. We do not lock you out.

If a payment is not made within 7 days of its due date, your account moves to that plan. You keep your account, your menu, your orders and your data, and you can carry on taking orders and using the kitchen screen and dashboard. You lose any features that plan does not include, and that plan's fee on online card orders applies, if it has one.
Paying the outstanding amount restores your plan.
Moving plan does not entitle you to a refund of fees already paid, and you remain liable for amounts due up to that date.

⚠️ Plan for this. Some features your service depends on are only on paid plans. Keep the billing contact on your account an address you check, and keep your card details current.

5. Taking payments from your customers

Where your plan includes card payments, we use Stripe Connect. This covers both online orders and, where available, payments taken in person at the hatch.

🔴 Your customers' money goes directly to you. Payments are settled into your own Stripe account under your own name. We never hold, receive or control your takings, and we are not the merchant of record for your sales — you are.

You will need to complete Stripe's onboarding and identity checks, and you enter into Stripe's own agreement with them directly. We are not a party to it.
We take only the platform fee agreed for your plan, deducted at the point of the transaction. Everything else is yours.
Stripe's card processing fees are separate and are charged by Stripe, not by us. Their current rates are shown during onboarding.
Refunds, chargebacks and disputes are yours, whether the payment was taken online or in person. You decide when to refund a customer, and you carry the cost of any chargeback and any fee Stripe charges for it. We do not fund refunds or chargebacks on your behalf, and we do not refund our platform fee on a refunded or charged-back transaction unless we say otherwise in writing.
Payout timing, holds and reserves are set by Stripe under your agreement with them. We cannot release, accelerate or override them.
If Stripe suspends or restricts your account, your ability to take online payments through HatchGrab stops until you resolve it with them. That is outside our control.

How you can take payment at the hatch

You choose. There are two routes and they work differently:

Your own card terminal, or cash. Nothing to do with us. We are not involved, we charge no fee, and the money never touches our systems or your HatchGrab Stripe account. Your terminal provider's fees and terms are between you and them.

Through HatchGrab, using Stripe. Where your plan and your device support it, you can take card payments in person through the app — by card reader hardware, by contactless on a supported device, or by taking payment over the phone. These are Stripe payments and everything in this section applies to them: the money settles directly into your own Stripe account, Stripe's processing fees apply, and we take only the platform fee stated for your plan for that type of order, which may be nil.

Card reader hardware is not supplied by us. If you choose to use a reader, you buy, own and maintain it, and its manufacturer's warranty and terms apply. We will tell you which models are supported.
Contactless and phone payments depend on your device, your operating system version and Stripe's availability in your region. We cannot guarantee any of these will work on a given device.
Not every payment method is available on every plan or in every version of the app. What is available to you is shown in the app.

Whichever route you use, the sale is yours. We are never the merchant of record.

6. Availability — please read this section

We do not guarantee that HatchGrab will be available, uninterrupted, or error-free. We provide the service on an "as is" and "as available" basis. We do not offer a service level agreement or an uptime commitment.

We work hard to keep the service running, but it depends on things outside our control — internet and mobile network coverage, your devices, and third party providers including hosting, database, email and payment services. Food trucks often trade in places with poor connectivity.

You must be able to trade without us. HatchGrab is a tool, not a substitute for being able to take orders and payments another way. You are responsible for having a fallback — taking orders at the hatch, using your own card terminal, or keeping a paper record — and for using it if the service is unavailable.

We may suspend the service for maintenance, updates, or to protect the security or integrity of the platform. Where we can, we will give notice; sometimes we will not be able to.

We may change, add to, or remove features. Where a change materially reduces the functionality you rely on, we will give you reasonable notice.

7. Our liability

Nothing in these terms limits or excludes our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
anything else that cannot lawfully be limited or excluded.

Subject to that:

(a) We are not liable for indirect or consequential loss. This includes, whether direct or indirect: loss of profits, loss of sales or revenue, loss of business or business opportunity, loss of anticipated savings, loss of goodwill or reputation, wasted expenditure or staff time, and loss or corruption of data.

(b) We are not liable for loss arising from the service being unavailable, from interrupted or lost connectivity, from device failure, or from your reliance on the service where a fallback was available to you.

(c) We are not liable for anything you are responsible for under section 3 — including the accuracy and completeness of your menu, ingredient and allergen information, your prices, your fulfilment of orders, and your dealings with your customers. This applies whether the information was entered by you or produced by an automated or AI-assisted import that you published.

(d) We are not liable for third party services. Payment processing, email delivery, messaging, mapping and hosting are provided by third parties. We choose them with care but do not control them.

(e) Our total liability to you for all claims arising in any 12 month period, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the greater of: the total fees you paid us in the 12 months before the claim arose, or £100 (or its equivalent in your local currency).

(f) You will indemnify us against claims brought by third parties (including your customers) arising from your food, your ingredient or allergen information, any allergic reaction or illness connected with food you supply, your fulfilment of orders, or your breach of these terms.

These limits reflect the price of the service, the fact that plans are available free of charge, and the fact that you control the parts of the operation that carry the greatest risk.

8. Intellectual property

We own HatchGrab, Village Foodie, and all software, designs and branding in them. You get a non-exclusive, non-transferable right to use the service while your account is active. Nothing else transfers to you.
You keep ownership of your own content — menu, images, logo, trading name and business information. You grant us a licence to host, display and process it as needed to run the service, including displaying your trading information on Village Foodie.
You may not copy, reverse engineer, resell or white-label the service, or use it to build a competing product.
We may use anonymised, aggregated data about how the service is used to operate and improve it. This will never identify you or your customers.
We will not use your trading name or logo in our marketing without asking you first. If we would like to feature you, we will contact you for permission, and you are free to say no or to withdraw permission later.

9. Closing your account

You may close your account at any time from within the service or by emailing us.

We may restrict or close your account if you materially breach these terms, if we are required to by law, or if your use threatens the security or stability of the platform. Except where the breach is serious or we are legally obliged to act immediately, we will tell you first and give you a reasonable chance to put it right.

We may discontinue the service by giving you at least 60 days' notice. If we do, we will refund any fees you have paid covering the period after it ends.

On termination: your access stops, and we handle your data as set out in our Privacy Policy and section 10 below. Export anything you need before you close your account.

10. Data protection

This section is a data processing agreement under Article 28 of the UK GDPR. It applies for as long as we process personal data on your behalf.

10.1 Our roles. For personal data about your customers that you collect through HatchGrab — names, contact details and order information — you are the controller and we are the processor. For your own account data we are the controller in our own right, and our Privacy Policy explains that.

10.2 Subject matter and duration. We process your customers' personal data to provide the ordering, notification and order management functions of HatchGrab, for as long as your account is active and for the retention periods set out in our Privacy Policy.

10.3 Nature and purpose. Collecting orders, storing them, displaying them to you and your staff, sending order confirmation and order-ready notifications, and providing you with reporting.

10.4 Types of data and categories of data subject. Names, email addresses, phone numbers, order contents and any notes a customer adds, including dietary or allergy information they choose to give. Data subjects are your customers.

10.5 Our obligations. We will:

process your customers' personal data only on your documented instructions, which these terms and your use of the service constitute, unless we are required to do otherwise by law (in which case we will tell you unless the law forbids it);
ensure that people authorised to process the data are bound by confidentiality;
put in place appropriate technical and organisational security measures as required by Article 32;
assist you, so far as reasonably possible, in responding to requests from your customers exercising their rights;
assist you with your obligations on security, breach notification and data protection impact assessments, taking into account what we know and what is available to us;
tell you without undue delay if we become aware of a personal data breach affecting your customers' data;
on termination, delete or return the data in line with the retention periods in our Privacy Policy, except where we are required by law to keep it;
make available the information reasonably needed to demonstrate compliance with this section, and allow for audits — on reasonable notice, no more than once a year unless a breach or a regulator requires otherwise, at your cost, and subject to confidentiality.

10.6 Sub-processors. You authorise us to use sub-processors to provide the service. Our current sub-processors are listed in our Privacy Policy. We will give you reasonable notice before adding or replacing one, and you may object on reasonable data protection grounds — if we cannot resolve your objection, you may terminate. We remain responsible to you for our sub-processors' performance.

10.7 Transfers. Where a sub-processor processes data outside the UK, we will ensure an appropriate safeguard is in place, such as the International Data Transfer Agreement or Addendum.

10.8 Your obligations. You must have a lawful basis for the data you collect through HatchGrab, give your customers the information they are entitled to, and not instruct us to do anything that would breach data protection law.

11. Changes to these terms

We may update these terms. If a change materially affects you we will give at least 30 days' notice by email or in the service, and it will take effect at the end of that period. If you do not accept a change, you may cancel before it takes effect. Continuing to use the service after that means you accept the updated terms.

12. General

Whole agreement. These terms and our Privacy Policy are the entire agreement between us about the service, and replace anything said or written beforehand.
No third party rights. Nobody other than you and us has rights under these terms. Your customers have no rights under this agreement.
Assignment. You may not transfer your rights under these terms without our written consent. We may transfer ours as part of a sale or reorganisation of our business.
Severability. If any provision is found unenforceable, the rest continues to apply.
No waiver. If we do not enforce something straight away, we can still enforce it later.
Events outside our control. We are not responsible for failures caused by events beyond our reasonable control.
Notices. We will contact you at the email address on your account. You can reach us at the address below.
Governing law. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

13. Contact

HatchGrab Ltd, Rosedale, Bury Road, Wickham Street, CB8 8PD, United Kingdom hello@hatchgrab.com

Data protection questions: privacy@hatchgrab.com