SERVD Service Agreement
Between SwitcherMate Ltd (“SwitcherMate”) and the takeaway business (“the Customer”). Version 2026-07-v2.
1. The service
SwitcherMate provides SERVD — an online ordering platform, kitchen display system (KDS) and associated hardware — to enable the Customer to take and manage orders. Full service description to be inserted by the operator.
2. Fees
The Customer agrees to the fees notified at sign-up: an optional one-off setup fee, a monthly platform fee, and a per-order platform fee. The per-order platform fee is deducted from each card transaction at the time of payment (see clause 3). The setup and monthly fees, and any other sums due under this agreement, are collected by Direct Debit. No fee is charged until it has been set. Full fee schedule to be inserted by the operator.
3. Card payments & settlement
Card payments for orders placed through SERVD are processed by Stripe. SwitcherMate operates the platform account; the Customer is onboarded to a payment account in the Customer’s own name and must complete Stripe’s identity and business verification. Until that verification is complete, Stripe may allow the Customer to take orders while withholding settlement: those takings are held by Stripe, are not lost, and are released to the Customer once verification is finished. SwitcherMate deducts the per-order platform fee from each transaction at the time of payment; the balance is settled to the Customer’s nominated bank account on the payment processor’s payout schedule.
4. Refunds
The Customer may refund an order in whole or in part. Where an order is refunded, SwitcherMate will return the platform fee attributable to the refunded amount, less the payment-processing costs charged by the payment processor on the original transaction. Those processing costs are not returned by the processor when a payment is refunded, and are borne by the Customer. Where the processing costs exceed the platform fee taken, SwitcherMate bears the difference.
5. Chargebacks & set-off
A chargeback occurs where a cardholder’s bank reverses a payment, for example where the cardholder disputes an order. The Customer is liable for chargebacks arising from orders placed with the Customer, including both the disputed amount and any dispute fee charged by the payment processor. SwitcherMate will notify the Customer of each chargeback, pass on the information provided by the payment processor, and give the Customer a reasonable opportunity to supply evidence to defend it. The Customer authorises SwitcherMate to recover any sum for which the Customer is liable under this clause by deducting it from amounts otherwise payable to the Customer. SwitcherMate will give the Customer itemised written notice of any deduction before it is made. Where the amounts payable are insufficient to cover the sum due, the Customer will pay the balance on demand, and SwitcherMate may collect it under the Direct Debit mandate. This clause does not make the Customer liable for a chargeback caused by SwitcherMate’s own act or omission. Full chargeback terms to be inserted by the operator.
6. Equipment & liability
Warranty covers faulty parts only. The Customer is responsible for, and will be charged for, any damage, loss, theft or misuse of SERVD equipment. Replacement charges are collected via the same Direct Debit mandate. Full equipment terms to be inserted by the operator.
7. Term & cancellation
The agreement runs on a rolling monthly basis unless stated otherwise. Either party may cancel on notice as set out in the full terms. On termination, any sums owed under clause 5 remain payable. Full term and cancellation clauses to be inserted by the operator.
8. Data protection
SwitcherMate acts as a data processor for order and customer data processed through SERVD, in accordance with UK GDPR. Full data-processing terms to be inserted by the operator.
This is a summary placeholder. The complete SERVD Service Agreement (the full terms and the PDF) is provided by SwitcherMate and forms part of this agreement.