Terms of Service

30 September 2026

Who we are

LëtzGo is operated by LËTZGO DELIVERY S.à r.l., 24, Rue de Luxembourg, L-5314 Contern, registered in Luxembourg under RCS number B303568, VAT LU37336005, represented by its gérant, Khaled AL AHMAD.

These terms are the agreement between you and LëtzGo when you use the LëtzGo app. By creating an account or placing an order you accept them. If you do not accept them, please do not use the app.

Contact: support@lëtzgo.lu

What LëtzGo does

LëtzGo is a marketplace. It connects you with restaurants in Luxembourg and with independent couriers who deliver your order. LëtzGo does not cook food.

• The restaurant is the seller of the food. It prepares it, packs it and is responsible for what it contains.
• The courier is an independent partner who collects your order and brings it to you.
• LëtzGo runs the app, takes your payment on the restaurant's behalf, arranges the delivery and handles support.

Your account

• You must be at least 16 years old to use LëtzGo.
• One person, one account. The details you give us — name, phone number, email and delivery address — must be yours and correct.
• Keep your sign-in to yourself. You are responsible for orders placed from your account. If you think someone else has access to it, tell us at once.
• You can delete your account at any time in Settings.

Prices and fees

The prices you see are the prices you pay, in euros and including VAT. Before you pay, checkout shows every amount that makes up your total:

• the price of each dish and each option you chose;
• the delivery fee, which depends on the distance by road;
• the service fee, and a small-order fee when the basket is below the minimum;
• the priority fee, if you chose priority delivery;
• any tip you add, and any discount, points or coupon you use.

The total is calculated by our servers when you pay. If a price changed while you were ordering, the app shows you the new total and asks you to confirm it again.

Placing an order

When you confirm payment, you make a binding order. We send it to the restaurant. The purchase of the food is agreed between you and the restaurant when the restaurant accepts the order, and we confirm that to you in the app.

A restaurant may decline an order, for example when a dish has run out or the kitchen is too busy. If it does, you are not charged.

You can also book an order for a later time slot. The slot is a request for delivery around that time, not a guarantee.

Payment

• You pay by card or another method offered at checkout. Payments are processed by Stripe. Your card number never reaches LëtzGo's servers.
• When you place an order, the amount is reserved on your card. It is charged when the restaurant accepts the order. If the restaurant declines it, the reservation is released.
• For a booked order, your payment method is saved when you book and the amount is reserved shortly before your slot. If that reservation fails, the order is cancelled and you are not charged.
• Tips are optional and go in full to the courier.

Cancelling an order

Once you have paid, you cannot cancel the order. The restaurant starts preparing it straight away. We tell you this before you pay.

The EU right of withdrawal does not apply to prepared food, which spoils quickly and is made for a specific time (Directive 2011/83/EU, Article 16).

If the restaurant or LëtzGo cancels your order before it reaches you, you are refunded in full.

Delivery

• We deliver to the address you confirm at checkout. Please check it, and add the floor, door code or anything else the courier needs.
• Keep your phone with you until the order arrives. The courier may call you.
• You can choose to be handed the order, to meet the courier outside, or to have it left at your door. An order left at the door counts as delivered once the courier has left it there.
• If the courier cannot reach you at the address after trying several times, the order may be marked as undeliverable. In that case it is charged in full, because the food has been made and carried to you.
• Delivery times shown in the app are estimates. Traffic, weather and busy kitchens can change them.

If something is wrong with your order

Tell us through Help and support in the app as soon as possible, and at the latest within a few hours for food. We may ask for a photo. If something is missing or wrong, we agree a refund with you, paid to the method you used.

This does not limit your legal rights as a consumer.

Allergens and food information

Menus, dish descriptions and allergen information come from the restaurant, which is responsible for them. Allergens are shown as the restaurant declared them and are never machine translated.

Menu text written in another language may be translated automatically, and is labelled as such. If you have an allergy or intolerance, contact the restaurant before ordering, or ask us and we will ask them for you.

Promo codes, points and prizes

• Promo codes, loyalty points, wheel prizes and referral rewards have their own conditions, shown in the app: how often they can be used, a minimum order, an end date.
• They have no cash value and cannot be sold or transferred to another account.
• If a payment fails, the code, points or prize used on that order are returned to you.
• We may withdraw a reward that was obtained by misuse, for example with several accounts.

Using LëtzGo fairly

You agree not to:

• use another person's account or payment card without their permission;
• create accounts with a false identity, or several accounts to collect rewards;
• place orders you do not intend to receive or pay for;
• access LëtzGo through bots or any way other than the app, or try to copy or break it;
• insult, threaten or harass couriers, restaurant staff or our team.

If you do, we may refuse orders or suspend your account. If we cancel an order you have already paid for, you are refunded.

Our responsibility

We work to keep LëtzGo available and correct, but the app may sometimes be interrupted for maintenance or technical problems. The restaurant is responsible for the food it sells. We are responsible for our own service to you, as the law provides. Nothing in these terms removes rights that consumer law gives you.

Your data

How we handle your personal data is explained in our Privacy Policy, which you can read in Settings, under Legal.

Changes to these terms

We may update these terms, for example when we add a feature or the law changes. We will tell you in the app before an important change takes effect. The version and date are at the top. If you do not agree with the new terms, you can stop using LëtzGo and delete your account.

Applicable law and disputes

These terms are governed by Luxembourg law. If you are a consumer, you keep the protection of the mandatory consumer law of the country where you live.

If you have a complaint, contact us first — most problems are solved quickly. If we cannot agree, you can turn to the Service national du Médiateur de la consommation in Luxembourg, or to the competent courts.