Terms of Service

1. What VORA Is and Is Not

There are two ways to order on the Platform, and VORA's role is different in each.

A. Merchant orders (marketplace). For products listed by a Merchant, VORA provides a technology platform only. VORA is not the seller of Merchant products and is not a restaurant, food establishment, or retailer. Merchants are independent businesses solely responsible for their products, including preparation, quality, safety, ingredients, allergen information, labeling, pricing, licensure, and compliance with applicable food-safety and consumer-protection laws.

B. VORA Shopper orders (personal shopping). For grocery items you select from a participating retail store shown on the Platform (a "Store"), VORA acts as your purchasing agent: a VORA shopper (VORA's own personnel, a "Shopper") goes to the Store, purchases the items on your behalf, and they are delivered to you. You appoint VORA and its Shopper as your agent for that purchase. The sale of the goods is made by the Store to you; VORA is not the seller, does not hold inventory, and is not a grocer or food establishment. Stores are independent retailers that are not affiliated with, and do not endorse, VORA unless we say otherwise. Store names and logos are used only to identify where your items are purchased. The item catalog we display for a Store is compiled by VORA from publicly available information and our own shopping records; it is a guide, not the Store's official listing, and items, prices, and packaging may differ in the Store (see Section 3).

Product information (both order types). Product descriptions, images, ingredient and allergen information, and cultural or religious designations (e.g., halal, kosher, vegetarian) are provided by Merchants or, for Store items, are as shown on the manufacturer's or Store's packaging. VORA does not independently verify this information and does not guarantee it. If you have food allergies or strict dietary or religious requirements, contact the Merchant directly before ordering, or, for VORA Shopper orders, check the product packaging on delivery before consuming.

2. Eligibility and Accounts

• You must be at least 18 years old and able to form a binding contract to use the Platform. The Platform is not directed to children under 13, and we do not knowingly collect their personal information.
• You agree to provide accurate, current, and complete registration information and to keep it updated. You are responsible for all activity under your account and for safeguarding your credentials. Notify us immediately of any unauthorized use.
• We may require you to verify your phone number or email address before placing certain orders, and we may limit order values, delivery methods, or payment methods available to an account, for example, following orders that could not be delivered or a pattern of payment disputes. Where a delivery method is limited, other available options, such as pickup or Merchant delivery, remain open to you.
• We may suspend or terminate accounts that violate these Terms, our Acceptable Use Policy, or applicable law, or that we reasonably believe are engaged in fraud or abuse.

3. Orders, Pricing, Delivery, and Payment

A. Merchant orders

• Orders. When you place a Merchant order, you make an offer to purchase products from the Merchant. The contract of sale for products is between you and the Merchant. An order is accepted when the Merchant confirms it. Merchants may reject or cancel orders (e.g., item unavailable), in which case you will not be charged or will be refunded.
• Pricing. Prices for Merchant products are set by Merchants and may differ from in-store prices. VORA may charge service fees, delivery fees, small-order fees, and other fees, which will be disclosed at checkout before you pay. Taxes are applied as required by law; VORA collects and remits sales tax on Merchant orders as a marketplace facilitator where applicable.

B. VORA Shopper orders

• Orders and acceptance. When you place a VORA Shopper order, you instruct VORA to purchase the listed items from the Store on your behalf. Your order is accepted when VORA assigns a Shopper. VORA may decline or cancel an order (e.g., Store closed, area unserved, items unavailable), in which case you will not be charged or will be refunded.
• Estimated and final prices. Item prices shown at checkout are estimates based on VORA's catalog. Your final item total is the amount actually charged by the Store at the register, as shown on the Store receipt, including any Store sales tax, bottle deposits, or bag fees. Prices for items sold by weight (produce, meat, deli, bakery) are estimated and will be adjusted to the actual weight purchased. You may view the Store receipt in the app after delivery.
• Authorization hold. Because the final total is not known until shopping is complete, when you place a VORA Shopper order we place a temporary authorization hold on your payment method for the estimated total plus up to 20% to cover weight adjustments and replacements you approve. The hold is released and only the final amount is charged after the Store receipt is recorded; your bank determines how long a released hold takes to disappear.
• Out-of-stock items and replacements. Stores run out of things. For each item you may choose at checkout: (i) replace with a specific item you name, (ii) replace with the best available match, or (iii) refund, do not replace. If you do not choose, we treat it as (ii). The Shopper may contact you in the app during shopping to confirm a replacement; if you don't respond within the time shown, the Shopper follows your selection. Approved replacements are charged at their actual Store price. Items not purchased are not charged.
• Store policies and programs. Store loyalty discounts, coupons, and membership pricing are applied only where the app says they are supported. Stores' own purchase limits apply. We do not shop at stores whose policies prohibit third-party shopping services.
• Fees. VORA charges a service fee and a delivery fee for VORA Shopper orders, disclosed at checkout, and you may add a tip. Tips are passed on in full to the Shopper or delivery person. Taxes are applied to VORA's fees where required by law. The Store, not VORA, charges and remits sales tax on the items.

C. Delivery (all orders)

• Who delivers. Your order may be delivered by (i) an independent Courier coordinated through VORA, (ii) the Merchant, using its own staff or a service the Merchant arranges, or (iii) VORA's own personnel ("VORA Delivery"). Where it matters (e.g., for support), the app shows which applies.
• Scheduled and rural deliveries. Certain areas, including scheduled-delivery zones between our metro hubs and outlying communities, are served through scheduled-delivery windows rather than on-demand delivery. Delivery times, ETAs, and windows are estimates only and are not guaranteed.
• Your responsibilities. You must provide a complete, accurate delivery address, contact information, and any access instructions, and, for perishable and temperature-sensitive orders, be available to receive the order or provide safe drop-off instructions. If a delivery cannot be completed for reasons within your control, including an inaccurate address, lack of access, or no one available to receive the order, you will be charged for the order in full and any redelivery will incur an additional fee.
• Delivery verification. We may confirm delivery using a delivery PIN shown to you in the app that you give to the delivery person, a photograph taken at the drop-off point, or both. Where a Courier arrives at the address you provided and cannot reach you, the order may be left at the door where it is safe to do so, or returned to the Merchant; in either case the delivery is treated as attempted and completed, and the order is charged in full. Full detail is in our Refunds, Returns & Delivery Policy.
• Handling. VORA Delivery personnel and Shoppers use reasonable care and temperature-appropriate bags for perishable items between purchase or pickup and delivery. Once delivered, you are responsible for refrigerating and storing items promptly.

D. Payment, refunds, and promotions

• Payment. Payments are processed by our third-party payment processor, Stripe. By providing a payment method, you authorize us and our processor to place authorization holds and to charge that method for your orders, fees, adjustments, tips, and taxes as described above. You represent that you are authorized to use the payment method provided.
• Refunds and credits. Refunds, credits, and re-deliveries are handled under our then-current Refunds, Returns & Delivery Policy and support policies, which form part of these Terms. Perishable items generally cannot be returned; issues must be reported within the windows stated in that policy. Credits have no cash value and may expire.
• Promotions. Promo codes and referral credits are subject to their stated terms, are non-transferable, may not be combined, and may be revoked in cases of fraud or abuse.

4. Age-Restricted Items

The Platform does not support the sale or purchase of alcohol, tobacco, vaping products, or other age-restricted regulated items, including through VORA Shopper orders. Shoppers will not purchase such items.

5. Communications

By providing your phone number and email, you agree that VORA, Merchants, Couriers, Shoppers, and VORA Delivery personnel may contact you about your orders by call, text (SMS), in-app message, push notification, or email, including automated transactional messages (for example, a Shopper confirming a replacement item). Marketing messages are sent only with your consent where required by law and always include an opt-out (reply STOP to texts, or use the unsubscribe link in emails). Message and data rates may apply. Consent to marketing is not a condition of purchase.

6. Acceptable Use

Your use of the Platform must also comply with our Acceptable Use Policy, which forms part of these Terms. Without limiting it, you agree not to, and not to permit any third party to:

• violate any law, regulation, or third-party right, or use the Platform for any fraudulent or harmful purpose;
• harass, threaten, endanger, or discriminate against Merchants, Couriers, Shoppers, VORA Delivery personnel, Store staff, or VORA personnel;
• scrape, crawl, data-mine, or copy Platform content or data, or use bots or automated means to access the Platform;
• reverse engineer, decompile, or attempt to extract source code from the Platform;
• interfere with the Platform's operation or security, probe or test vulnerabilities, or circumvent access controls;
• post false, misleading, defamatory, obscene, or infringing content, including fake reviews;
• make false claims of missing, wrong, or damaged items, or dispute a Store receipt in bad faith; or
• resell products purchased on the Platform in a commercial capacity without authorization.

7. User Content and Reviews

You may submit reviews, ratings, photos, and other content ("User Content"). You retain ownership of your User Content, and you grant VORA a worldwide, non-exclusive, royalty-free, perpetual, sublicensable license to use, host, reproduce, modify, display, and distribute it in connection with operating and promoting the Platform. You represent that your User Content is accurate, is based on your genuine experience, and does not infringe any third-party rights. We may remove or moderate User Content at our discretion. Nothing in these Terms restricts your ability to post honest reviews, consistent with the Consumer Review Fairness Act. Your User Content must also comply with our Acceptable Use Policy.

8. Intellectual Property

The Platform, including its software, design, text, graphics, logos, the VORA catalog, and the VORA name and marks, is owned by VORA or its licensors and is protected by intellectual-property laws. Store and Merchant names and marks belong to their respective owners and are used for identification only. We grant you a limited, revocable, non-exclusive, non-transferable license to access and use the Platform for personal, non-commercial use in accordance with these Terms. All rights not expressly granted are reserved. If you submit feedback or suggestions, we may use them without restriction or compensation.

9. Copyright Complaints (DMCA)

We respect intellectual-property rights. If you believe content on the Platform infringes your copyright, send a notice compliant with 17 U.S.C. § 512(c)(3) to our designated agent:

We may remove allegedly infringing content and terminate repeat infringers.

10. Third-Party Services

The Platform may link to or interoperate with third-party services (such as payment processors and mapping providers). Those services are governed by their own terms and privacy policies, and VORA is not responsible for them. Stores are third parties; their in-store terms, return policies, and product warranties are theirs, not VORA's.

11. Disclaimers

THE PLATFORM AND ALL PRODUCTS AND SERVICES OBTAINED THROUGH IT, INCLUDING MERCHANT PRODUCTS, ITEMS PURCHASED FROM STORES THROUGH VORA SHOPPER, AND DELIVERY BY COURIERS, MERCHANTS, OR VORA DELIVERY, ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WITHOUT LIMITING THE FOREGOING, VORA MAKES NO WARRANTY REGARDING THE QUALITY, SAFETY, LEGALITY, OR ACCURACY OF MERCHANT OR STORE PRODUCTS OR LISTINGS, THE ACCURACY OF ESTIMATED PRICES, THE AVAILABILITY OF ANY ITEM, THE PERFORMANCE OF COURIERS, OR THAT THE PLATFORM WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE. VORA'S ONLY OBLIGATIONS FOR VORA SHOPPER AND VORA DELIVERY ARE TO PERFORM THE SHOPPING AND DELIVERY WITH REASONABLE CARE AND TO PROVIDE THE REMEDIES IN THE REFUND POLICY. SOME JURISDICTIONS DO NOT ALLOW CERTAIN WARRANTY EXCLUSIONS, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) VORA AND ITS OFFICERS, DIRECTORS, EMPLOYEES, CONTRACTORS, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES; AND (B) VORA'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM WILL NOT EXCEED THE GREATER OF (i) THE AMOUNTS YOU PAID TO VORA (EXCLUDING AMOUNTS PAID TO OR FOR MERCHANTS OR STORES) IN THE SIX (6) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (ii) ONE HUNDRED U.S. DOLLARS ($100). NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE LIMITED BY LAW, INCLUDING LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE WHERE SUCH A LIMITATION IS NOT PERMITTED.

13. Indemnification

You agree to defend, indemnify, and hold harmless VORA and its officers, directors, employees, contractors, and agents from and against any claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to (a) your violation of these Terms or applicable law, (b) your User Content, or (c) your misuse of the Platform.

14. Termination

You may stop using the Platform and close your account at any time. We may suspend or terminate your access at any time, with or without notice, for any reason permitted by law, including violation of these Terms. Sections that by their nature should survive (including Sections 7, 8, and 11–16) survive termination.

15. Dispute Resolution: Arbitration Agreement and Class Action Waiver

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR RIGHTS.

Informal resolution first. Before filing a claim, you and VORA agree to try to resolve the dispute informally: send a written notice of dispute to legal@tryvora.app (or by mail to VORA Systems Inc., Attn: Legal, 255 S Orange Avenue, Suite 104 #1862, Orlando, FL 32801) describing the claim and the relief sought, and allow sixty (60) days for good-faith negotiation.

Binding arbitration. Except for the exclusions below, any dispute arising out of or relating to these Terms or the Platform will be resolved by binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, rather than in court. The Federal Arbitration Act governs this Section. Judgment on the award may be entered in any court of competent jurisdiction. Arbitration will take place in the county where you reside or remotely by videoconference; AAA fees will be allocated per AAA rules, and VORA will pay filing fees for claims under $10,000 unless the arbitrator finds the claim frivolous.

Class action waiver. YOU AND VORA EACH WAIVE THE RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE ACTION. Claims may be brought only in an individual capacity. If the class waiver is found unenforceable as to a particular claim, that claim (and only that claim) must proceed in court.

Exclusions. Either party may (a) bring an individual claim in small-claims court, or (b) seek injunctive or equitable relief in court for infringement or misuse of intellectual property or unauthorized access to the Platform.

Opt-out. You may opt out of this arbitration agreement within thirty (30) days of first accepting these Terms by emailing legal@tryvora.app with your name, account email, and a clear statement that you opt out of arbitration. Opting out does not affect any other provision of these Terms.

16. Governing Law and Venue

These Terms are governed by the laws of the State of Florida and applicable U.S. federal law, without regard to conflicts of law, except that the Federal Arbitration Act governs Section 15. For disputes not subject to arbitration, you and VORA consent to the exclusive jurisdiction of the state and federal courts located in Orange County, Florida.

17. Changes to the Platform and These Terms

We may modify the Platform and these Terms from time to time. If we make material changes, we will provide notice (e.g., in-app notice, email, or by updating the "Effective" date) at least as required by law. Changes apply prospectively; your continued use after the effective date constitutes acceptance. If you do not agree, stop using the Platform.

18. Miscellaneous

• Entire agreement. These Terms, together with the Privacy Policy, Cookie Policy, Refunds, Returns & Delivery Policy, Acceptable Use Policy, and any posted supplemental terms, are the entire agreement between you and VORA regarding the Platform.
• Severability; waiver. If any provision is unenforceable, the remainder remains in effect. Failure to enforce a provision is not a waiver.
• Assignment. You may not assign these Terms; VORA may assign them in connection with a merger, acquisition, or sale of assets.
• Force majeure. VORA is not liable for delays or failures caused by events beyond its reasonable control (including weather, hurricanes, epidemics, labor disputes, utility or network failures, or governmental action).
• Notices; contact. Legal notices to VORA must be sent to VORA Systems Inc., Attn: Legal, 255 S Orange Avenue, Suite 104 #1862, Orlando, FL 32801, or legal@tryvora.app. Support: support@tryvora.app.
• App store terms. If you download our app from an app store, the store's usage rules also apply, and the store is a third-party beneficiary solely for enforcing its rules.