{"id":65,"date":"2021-03-23T17:52:34","date_gmt":"2021-03-23T15:52:34","guid":{"rendered":"https:\/\/smartfood-new.ddev.site\/?page_id=65"},"modified":"2026-10-07T18:20:56","modified_gmt":"2026-10-07T15:20:56","slug":"terms-of-sale","status":"publish","type":"page","link":"https:\/\/smartfood.ee\/en\/terms-of-sale\/","title":{"rendered":"Terms of Use"},"content":{"rendered":"

In force from: 01.09.2026<\/strong><\/p>\n

1. General provisions and Service Provider details<\/h2>\n

These terms of use govern the relationship between Smartfood Express O\u00dc (hereinafter the “Service Provider” or “SmartFOOD”) and the person placing an order through the SmartFOOD website or customer area (hereinafter the “User”).<\/p>\n

By placing an order, the User confirms that before submitting it they have read, understood and agreed to these terms of use.<\/p>\n

2. The SmartFOOD service<\/h2>\n

SmartFOOD offers food packages with a set daily calorie level. When ordering, the User chooses the package, the calorie level, the order type, the period, the delivery address and the other options offered at the point of ordering. SmartFOOD prepares the meals for the chosen delivery days and arranges their delivery within the chosen delivery area.<\/p>\n

SmartFOOD’s standard package and protein package generally contain 4 meals per delivery day. The contents of a specific package, its calorie levels, prices and available extras are shown when the order is placed.<\/p>\n

3. Placing an order and the contract taking effect<\/h2>\n

The User is obliged to provide correct and complete details when ordering, including their name, email address, telephone number, delivery address and, where necessary, the instructions needed for access. The User is responsible for the accuracy of the details provided.<\/p>\n

An order is deemed confirmed once payment has been received successfully or, where SmartFOOD has permitted payment against an invoice, once the order has been separately confirmed. The earliest possible delivery day is shown in the calendar when ordering.<\/p>\n

To place an order the User must be at least 18 years of age.<\/p>\n

4. Packages, calorie levels and dietary options<\/h2>\n

The User chooses the package and calorie level on the basis of their own goals, energy needs and state of health. The calorie calculator on the website gives an indicative result and does not replace individual medical or nutritional advice.<\/p>\n

Depending on the package, it may be possible when ordering to choose a meat-free, fish-free, lactose-free or gluten-free menu, or another dietary option offered by SmartFOOD. These choices do not constitute a guarantee of an allergen-free production environment.<\/p>\n

5. One-off order<\/h2>\n

With a one-off order the User chooses a fixed order period and pays for the order at the point of ordering, or according to a payment schedule agreed separately with SmartFOOD.<\/p>\n

A one-off package must be used within 3 months of the date of purchase. Any pause days taken by the User are counted within that 3-month period. This restriction does not apply to a subscription.<\/p>\n

6. Subscription<\/h2>\n

A subscription continues automatically in blocks of 5 delivery days. The next 5-delivery-day period is charged to the card automatically 3 working days before the last delivery day of the current period.<\/p>\n

Pause days push back the end of the current period, the start of the next period and the date of the next automatic payment.<\/p>\n

A subscription can be ended in the customer area at least 3 working days before the last delivery day of the current period. If it is ended later, the next period’s payment may already have been triggered and the order continues for a further 5 delivery days.<\/p>\n

The package, calorie level and other main choices affecting the price of an active subscription cannot be changed. If a change is wanted, the existing subscription must be ended and a new one placed.<\/p>\n

If an automatic subscription payment fails, SmartFOOD will notify the User and may suspend fulfilment of the order until payment is received. The User’s obligation to pay for food already prepared or delivered before the suspension remains.<\/p>\n

SmartFOOD’s current price list applies to a subscription. The User is notified of a price change before the new price takes effect, and the new price applies from the next order period. The User has the right to end the subscription before the new price takes effect.<\/p>\n

7. Prices and payment<\/h2>\n

All prices shown on the website are in euros and include VAT unless stated otherwise. The final price of the order is shown before the order is confirmed.<\/p>\n

An order can be paid for using the payment methods offered on the website, or against an invoice issued by SmartFOOD where such an option has been agreed.<\/p>\n

SmartFOOD uses the LinkPay payment solution of AS LHV Pank to accept payments. Services relating to the processing of payments are provided by AS LHV Pank in accordance with LHV’s terms in force. Card payment data is processed by the payment service provider, and SmartFOOD does not store the User’s full bank card details.<\/p>\n

To place a subscription, the User gives separate consent with a checkbox when submitting the order: that their bank card is saved for recurring payments and debited automatically every 5 delivery days until the subscription is ended. A subscription cannot be placed without this consent.<\/p>\n

The card is saved by the payment service provider AS LHV Pank. SmartFOOD neither sees nor stores the User\u2019s full bank card details \u2013 SmartFOOD only receives a reference to the saved card, together with the card type, its last four digits and its expiry date. SmartFOOD also keeps the time and the wording of the consent.<\/p>\n

The consent is valid until the subscription is ended. When the subscription is ended in the customer account, the right to use the card ends as well and no further payments are made. Automatic payments for the following periods of a subscription are made on the conditions set out in clause 6 of these terms of use. If an automatic payment fails, the provisions of clause 6 likewise apply.<\/p>\n

Payment in instalments<\/h3>\n

Where SmartFOOD offers payment in instalments at the point of ordering, the following payment schedule applies:<\/p>\n

    \n
  • 10-day package: 60% on ordering and 40% by 12.00 on the 4th working day of the package at the latest.<\/li>\n
  • 20-day package: 45% on ordering, 30% by 12.00 on the 7th working day of the package at the latest, and 25% by 12.00 on the 13th working day of the package at the latest.<\/li>\n
  • 30-day package (sold until 25.09.2026): 45% on ordering, 30% by 12.00 on the 10th working day of the package at the latest, and 25% by 12.00 on the 20th working day of the package at the latest.<\/li>\n<\/ul>\n

    When an instalment falls due, a payment link is sent to the User. An instalment is deemed paid once the payment reaches SmartFOOD’s bank account. If an instalment is not paid by its due date, SmartFOOD may suspend fulfilment of the order. Suspension does not release the User from the obligation to pay for food already prepared and delivered, or for other amounts that have become due. Instalments do not apply to a subscription.<\/p>\n

    8. Pause days<\/h2>\n

    Pause days can be marked in the customer area until 16.00 two days beforehand. For example, a Friday delivery can be paused until 16.00 on Wednesday at the latest.<\/p>\n

    On a pause day marked in time no food is delivered and the day is not counted as a used delivery day. The period of a one-off order is extended by the pause days. With a subscription, pause days also push back the start of the next period and the automatic payment date.<\/p>\n

    If there is a technical fault in the customer area, the pause request must be sent by the same deadline to info@smartfood.ee. SmartFOOD is not obliged to apply a pause request received after the deadline to the next delivery, and that day is counted as a used delivery day.<\/p>\n

    9. Changing the delivery address and delivery time<\/h2>\n

    The delivery address and delivery time can be changed in the customer area until 12.00 the day before. If there is a technical fault in the customer area, the change must be sent by the same deadline to info@smartfood.ee.<\/p>\n

    After the deadline SmartFOOD is not obliged to change the details of the next delivery, because production and the courier routes have been planned by then.<\/p>\n

    10. Changing the calorie level during a one-off order<\/h2>\n

    The calorie level of a one-off order can be changed by notifying info@smartfood.ee by 12.00 two working days beforehand at the latest. The charge for changing the calorie level is 15 euros.<\/p>\n

    If the package at the new calorie level costs more, the difference must be paid before the change takes effect. If the new price is lower, the difference remains as prepayment towards the User’s next order. The prepayment must be used within one month of the end of the last order.<\/p>\n

    The calorie level of a subscription cannot be changed.<\/p>\n

    11. Ending a one-off order early and refunds<\/h2>\n

    If the User wishes to end a one-off order before the end of the chosen period, they must notify info@smartfood.ee or call +372 505 2801 by 12.00 two working days beforehand at the latest.<\/p>\n

    For example, if the request to end is submitted on Monday before 12.00, the last delivery day is Tuesday and no deliveries take place from Wednesday. If the request is submitted on Monday after 12.00, the last delivery day is Wednesday and deliveries end from Thursday.<\/p>\n

    When calculating the refund, the daily price for delivery days already used is taken as the highest applicable daily price for the package and calorie level in question, i.e. the daily price of the 3-day trial package, regardless of the length of package originally purchased. In addition, an early termination fee of 50 euros is deducted from the amount to be returned.<\/p>\n

    If no refundable amount remains after the recalculation and the termination fee, no refund is made. If a refundable amount does remain, the refund is made within 5 working days of receiving the details needed for it.<\/p>\n

    12. Delivery areas and delivery times<\/h2>\n

    SmartFOOD delivers in Tallinn and its surrounding area, in Tartu, P\u00e4rnu and Kuressaare. Exactly what is possible depends on the address and is shown when ordering.<\/p>\n

      \n
    • Tallinn: on working days generally 7.00\u201311.00; a one-hour delivery window can be chosen from those offered when ordering.<\/li>\n
    • Greater Tallinn: early-morning thermal-box delivery, generally 5.00\u20137.00.<\/li>\n
    • Tartu and P\u00e4rnu: generally 10.30\u201312.00.<\/li>\n
    • Kuressaare: generally 12.00\u201313.00.<\/li>\n<\/ul>\n

      Delivery times may exceptionally change because of circumstances outside the Service Provider’s control. The delivery option shown when ordering, and the information SmartFOOD gives about a specific order, take precedence over these general time ranges.<\/p>\n

      13. Receiving a delivery<\/h2>\n

      The User must be reachable on the telephone number given in the order during the chosen delivery window, and must ensure the courier has reasonable access to the delivery address.<\/p>\n

      The courier waits at the address for a maximum of 3 minutes. If the User cannot be reached or the order cannot be handed over, the courier moves on to the next delivery. If the food package cannot be handed over for a reason attributable to the User, the delivery day is counted as used and the amount paid for it is not refunded.<\/p>\n

      If the road to the address is impassable because of the weather or another objective circumstance, hand-over may take place at the nearest safe and accessible location. The User must be reachable by telephone.<\/p>\n

      14. An undelivered food package<\/h2>\n

      If the courier cannot hand the package over and the route makes it impossible to attempt again before the end of the courier’s working day, the food package is taken back to the SmartFOOD kitchen. The User may be able to collect the package the same day between 12.00 and 15.00, by notifying customer service by 11.00 at info@smartfood.ee or on +372 505 2801. Collection must be confirmed with SmartFOOD in advance.<\/p>\n

      15. Thermal-box delivery<\/h2>\n

      With thermal-box delivery the courier leaves the food bag in a spot agreed in advance. The User must ensure the courier has access and must keep the thermal box in the agreed spot throughout the order period.<\/p>\n

      The thermal box belongs to SmartFOOD and must be returned when the order ends. If the thermal box is lost, damaged through the User’s fault or rendered unusable, the compensation charge is 15 euros.<\/p>\n

      16. Menu, allergens and dietary options<\/h2>\n

      The SmartFOOD menu is built according to the calorie level and macronutrient split of the chosen package. The menu may contain various allergens, and various allergens are handled in SmartFOOD’s production kitchen.<\/p>\n

      SmartFOOD cannot guarantee a completely allergen-free production environment. Even where a menu is marked, for example, as gluten-free or lactose-free, this is not a medical guarantee that the product is suitable in the case of a severe allergy or a condition where even possible traces of cross-contamination must be avoided.<\/p>\n

      If the User has a food allergy, an intolerance or another health-related restriction, they must contact SmartFOOD before placing an order. Where possible, SmartFOOD will confirm whether the requested adjustment can be made.<\/p>\n

      If the User has a dietary requirement (for example, excluding a particular food), SmartFOOD will try to accommodate it where possible. Such a request must be agreed with SmartFOOD by e-mail before the order is placed. For a menu adjusted in this way, SmartFOOD cannot guarantee that the calorie content and the macronutrient split match the package figures exactly; they may vary somewhat. By placing an order, the User acknowledges and accepts this.<\/p>\n

      17. Menu and changes<\/h2>\n

      The menu is visible to the User in the customer area. Where necessary, SmartFOOD has the right to make changes to the menu, including replacing ingredients or dishes with equivalent alternatives.<\/p>\n

      18. Storing and consuming the food<\/h2>\n

      After receiving the food, the User must place the meals in a refrigerator as soon as possible and keep them at +2 to +6 \u00b0C. The food is prepared for a specific delivery day and SmartFOOD recommends consuming it the same day.<\/p>\n

      After proper hand-over, the User is responsible for storing, handling and consuming the food properly. SmartFOOD is not liable for deterioration in quality caused by incorrect storage or handling after hand-over.<\/p>\n

      19. Health, the calorie calculator and results<\/h2>\n

      SmartFOOD is not a healthcare provider and does not provide medical services or make medical promises. The calorie calculator’s result and other nutritional information presented on the website are general and indicative.<\/p>\n

      Changes in body weight and body composition are individual and depend, among other things, on energy intake, metabolism, physical activity, state of health and other circumstances. SmartFOOD does not guarantee any specific weight loss, weight gain or other health or training outcome.<\/p>\n

      In the case of a health problem, a chronic illness, pregnancy, breastfeeding or another special need, the User must consult an appropriate healthcare professional before using the service.<\/p>\n

      20. Complaints and a defective order<\/h2>\n

      If a meal is missing from an order, the wrong product has been delivered, the packaging is damaged or there is another defect, the User must notify SmartFOOD as soon as possible, preferably the same day, at info@smartfood.ee or on +372 505 2801. Where possible, a photograph of the defect should be attached.<\/p>\n

      SmartFOOD assesses the circumstances of the complaint and, where the complaint is justified, offers a suitable solution – for example a replacement delivery, an extension of the order, credit, or a refund of the corresponding amount. This clause does not limit the User’s statutory rights.<\/p>\n

      21. The 14-day right of withdrawal<\/h2>\n

      SmartFOOD’s food packages contain freshly prepared, perishable food intended for consumption on a specified delivery day. The 14-day right of withdrawal therefore does not apply to SmartFOOD’s food packages.<\/p>\n

      22. The Service Provider’s liability and circumstances outside its control<\/h2>\n

      SmartFOOD makes reasonable efforts to prepare and deliver an order on the agreed delivery day and at the agreed time. In exceptional cases the service may be delayed, changed or impossible on a particular delivery day because of circumstances outside SmartFOOD’s control or unforeseeable circumstances. Such circumstances may include, among others, the sudden illness of employees, an unexpected traffic situation, a road accident, a road closure, severe weather, an electricity or water failure, a major technical fault, a disruption in the supply of ingredients, an order of a public authority or another similar extraordinary circumstance.<\/p>\n

      If such a circumstance arises, SmartFOOD notifies the User at the first opportunity where possible.<\/p>\n

      If an order cannot be fulfilled on a particular delivery day because of an extraordinary circumstance, SmartFOOD extends the order by the corresponding number of delivery days so that the User receives the number of daily packages ordered. If extending the order is not possible, SmartFOOD refunds the amount paid for the unfulfilled part.<\/p>\n

      The cancellation of a single delivery day or a delayed delivery because of a circumstance outside SmartFOOD’s control or an unforeseeable circumstance does not in itself give grounds for terminating the whole order early or for demanding a refund of the amount paid for the unused part of the order. This clause does not limit the User’s statutory rights.<\/p>\n

      SmartFOOD may refuse to accept a new order or suspend provision of the service if the User has an outstanding due obligation to SmartFOOD, the User repeatedly or materially breaches these terms of use, knowingly provides false information, or behaves in a way that obstructs the normal provision of the service or endangers SmartFOOD’s employees or partners.<\/p>\n

      23. Discount codes and campaigns<\/h2>\n

      Special conditions may apply to discount codes, campaigns and special offers. Ordinary discount and coupon codes may not apply to a subscription. Where an offer does apply to a subscription, this is stated separately in the campaign’s terms.<\/p>\n

      24. Processing of personal data<\/h2>\n

      SmartFOOD processes the User’s personal data in order to fulfil the order, for customer communication and on the other bases described in the privacy policy. More detailed information about the processing of personal data is set out in SmartFOOD’s privacy policy.<\/p>\n

      Marketing messages are sent to the User where there is an appropriate legal basis for doing so. The User has the right to opt out of marketing messages.<\/p>\n

      25. Amendments to these terms of use<\/h2>\n

      SmartFOOD has the right to amend these terms of use where this is necessary because of changes to the service, to legislation, to payment or delivery arrangements, or another material circumstance. New terms are published on the website.<\/p>\n

      Amendments made after a contract has been concluded do not apply retroactively to the User’s detriment to a one-off order already paid for. The User is notified of material changes to a subscription before they take effect, so that the User is able to end the subscription before the change comes into force.<\/p>\n

      26. Resolution of disputes and final provisions<\/h2>\n

      The law of the Republic of Estonia applies to these terms of use and to the legal relationship between SmartFOOD and the User.<\/p>\n

      In the event of a dispute, please first contact SmartFOOD at info@smartfood.ee so that we can try to resolve the matter through negotiation. In the cases provided by law, a consumer has the right to turn to an out-of-court dispute resolution body, including the Consumer Disputes Committee, or to the courts in accordance with the jurisdiction provided by law.<\/p>\n

      If any provision of these terms of use proves void or unenforceable, this does not affect the validity of the remaining terms.<\/p>\n","protected":false},"excerpt":{"rendered":"

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