Terms of Service

These Terms of Service ("Terms") govern your use of the PRONTOMIGO S.R.L. platform ("we", "us") as a customer through our website, mobile applications and related services.

By creating an account, placing an order or using our services, you confirm that you have read, understood and accept these Terms. You also acknowledge that you have received the Privacy Policy at https://www.prontomigo.com/privacy, which explains how personal data is processed and is not itself a contract requiring consent.

If you do not agree to these Terms, you must not use the platform. We may update these Terms as described in Section 21. Continued use after notice of material changes constitutes acceptance where permitted by law.

• Platform: the PRONTOMIGO S.R.L. website, customer dashboard, apps, APIs and operational systems.
• Customer / you: a natural or legal person using the platform to request services.
• Merchant: an independent restaurant, grocery store or food shop offering products through the marketplace.
• Provider: an independent rider, trucker or transport company fulfilling food/grocery deliveries or van/truck transport jobs.
• Service: any food/grocery order, marketplace delivery or van/truck transport booked through the platform.
• Contract: the agreement between you and PRONTOMIGO S.R.L. for platform access, and separate contracts between you and merchants or providers for the underlying goods or transport where applicable.

PRONTOMIGO S.R.L. operates an intermediation platform connecting customers with independent merchants and verified providers. Unless expressly stated otherwise:

• Product sales are contracted between you and the merchant; the merchant is responsible for product quality, labelling, allergens, age-restricted sales and regulatory compliance.
• Food and grocery deliveries are performed by independent riders or other verified providers, subject to any mandatory legal classification or protections.
• Van, truck and heavy-goods transport is assigned only to providers or transport companies that declare and must maintain the required Albo autotrasportatori/REN registration, conto terzi eligibility, vehicle documents and insurance.
• PRONTOMIGO S.R.L. provides technology, customer-care coordination and payment orchestration. Stripe processes customer card charges and verifies connected payout recipients; ProntoMigo coordinates PaymentIntents, refunds, ledger allocation and separate transfers to merchants/providers.
• PRONTOMIGO S.R.L. is not a bank or payment institution. Customer card data and connected-account payout credentials are handled by Stripe under its applicable terms; settlement may pass through Stripe platform balances as part of the configured marketplace payment flow.

Nothing in these Terms creates an agency or partnership with you. The description of merchant/provider independence does not override mandatory law or the factual classification of a working relationship.

You must be at least 18 years old, have legal capacity to enter into binding contracts and, if acting for a business, authority to bind it.

You agree to provide accurate, complete and current registration information and to keep your credentials confidential. You are responsible for activity under your account to the extent permitted by law. Notify us immediately at info@prontomigo.com if you suspect unauthorised access.

We may suspend or terminate accounts that violate these Terms, applicable law or platform safety policies, subject to mandatory notice and review rights.

PRONTOMIGO S.R.L. offers access to:

• food and grocery delivery from local restaurants, alimentari, butcher shops, bakeries and grocery stores;
• van and truck transport for bulky or heavy goods for private customers and businesses;
• inter-city and country-wide goods transport workflows where enabled and assigned to eligible transport providers.

Availability depends on city, time, demand, merchant opening hours, provider availability, vehicle eligibility and required authorisations. Displayed ETAs, fees and service areas are estimates and may change due to traffic, weather, operational constraints or force majeure. We do not guarantee uninterrupted availability of any service or merchant. Scheduled van/truck transport requires advance booking with an agreed quote.

When you submit an order or booking, you make an offer to purchase goods or request a service. A contract is formed when the merchant or provider accepts the request, or when we confirm the booking according to the flow shown in the app or customer web dashboard.

Before you confirm, we show the main characteristics of the goods or service, merchant/provider identity where applicable, total price or quote, delivery restrictions, accepted payment methods, cancellation rules and other pre-contractual information required by Italian consumer law and e-commerce rules.

Where the confirmation action creates a payment obligation, the checkout button or equivalent function will clearly indicate that the order involves an obligation to pay. You must review item descriptions, quantities, delivery addresses, pickup instructions, delivery fare estimates, surcharges and cancellation terms before confirming. You are responsible for ensuring someone is available to receive deliveries or begin scheduled van/truck deliveries at the agreed location.

For age-restricted products (e.g. alcohol), you must provide valid proof of age on delivery where required by law.

Before confirmation, the checkout shows the applicable product prices, product promotions, delivery or transport charge, customer service fee, rider tip and taxes where required. Delivery restrictions and accepted payment methods are shown no later than the start of the ordering process and again where relevant before payment.

Marketplace orders: server-generated quotes are personal to the signed-in customer, valid until the displayed expiry and immutable for that checkout. Distance-based standard delivery, optional priority/extended-distance amounts and any merchant-funded product or standard-delivery subsidy are itemised before payment. If the address, cart, merchant settings, customer choices or quote validity changes, a fresh quote is required.

Merchant commission: restaurants and fast-food outlets pay 20% net commission on delivery orders; grocery stores and supermarkets pay 10% net commission on delivery orders; both categories pay 8% net commission on pickup orders. VAT is 22% of the calculated net commission under the merchant partner agreement. These amounts are not silently added to your checkout.

Van and truck quotes: the platform calculates and snapshots the price from pickup/delivery points, dimensions, weight, vehicle class, route distance, timing, floor carry, waiting and selected handling extras. The accepted quote, including the transport-partner/platform split, is not changed retroactively; an approved scope change requires a new or expressly confirmed adjustment.

Stripe processes card payments. By confirming, you authorise the exact total and tip displayed in the current checkout. If payment fails, we may cancel the order or booking. Refunds follow Section 8 and mandatory consumer rules.

Cancellation rules are displayed before you confirm each service. They may vary by service type (prepared food, grocery or scheduled van/truck transport).

General principles:

• You may cancel free of charge within any cancellation window shown at booking.
• After preparation has started, a rider or provider is en route, or a vehicle has been reserved for a scheduled transport, cancellation fees may apply where disclosed and lawful.
• If a merchant cannot fulfil an order or a provider cannot complete a scheduled delivery, we will offer a refund or alternative as appropriate.
• Refunds are issued to the original payment method unless otherwise agreed or required by law.
• Unjustified chargebacks may result in account suspension.

Detailed refund procedures are available in the Help section. Nothing in these Terms limits mandatory consumer rights under the Italian Consumer Code (Codice del consumo, D.Lgs. 206/2005).

If you are a consumer within the meaning of Italian and EU law, you may have a 14-day right of withdrawal for distance contracts under the Italian Consumer Code (Codice del consumo, D.Lgs. 206/2005), subject to the statutory exceptions in Article 59 and other mandatory rules.

The right of withdrawal does not apply, among other cases, to:

• supply of goods liable to deteriorate or expire rapidly (e.g. prepared food);
• supply of sealed goods not suitable for return for health or hygiene reasons once unsealed;
• services fully performed after your prior express consent/request and acknowledgement that the right will be lost once performance is complete;
• transport, catering, leisure or similar services to be performed on a specific date or period;
• scheduled delivery or logistics services connected to a specific date, time slot or period.

Where a service is not otherwise exempt and you ask performance to begin during the withdrawal period, you may owe a proportionate amount for service already supplied if you later withdraw. The right is lost for a fully performed service only under the conditions required by law. Perishable goods and qualifying specific-date services may be exempt from the outset. Where withdrawal applies, instructions will be provided with your order confirmation. To exercise withdrawal where available, contact info@prontomigo.com.

You agree to:

• use the platform lawfully and respectfully;
• provide safe access instructions and accurate contact details for pickups and deliveries;
• declare freight contents accurately where requested for van/truck transport;
• not harass merchants, providers or support staff;
• not attempt fraud, payment abuse, false claims or unauthorised access;
• not use the platform for illegal goods or activities.

You must not request transport of prohibited, illegal, unsafe, counterfeit, stolen, undeclared dangerous, perishable-without-suitable-packaging, cash-equivalent or restricted goods unless the service flow expressly permits them and all legal requirements are met.

We may reject bookings, report serious misconduct to authorities and pursue remedies for damage caused to partners or the platform.

Nothing in these Terms excludes or limits liability, remedies or guarantees that cannot lawfully be excluded, including mandatory consumer rights and liability for fraud, wilful misconduct, gross negligence, death or personal injury where applicable.

Subject to those rights, PRONTOMIGO S.R.L. is responsible for its own platform obligations but is not automatically responsible for every act or omission of an independent Merchant or Provider. Consumers may recover direct and foreseeable loss under applicable law. Any limitation asserted against a business customer applies only to the extent lawful and proportionate to the relevant service.

You remain responsible for your own devices, connectivity and copies of information you independently need to retain.

All platform software, branding, design and content are owned by PRONTOMIGO S.R.L. or its licensors. You receive a limited, non-exclusive, non-transferable licence to use the platform for personal or authorised business use in accordance with these Terms.

You must not copy, reverse engineer, scrape or misuse platform content or APIs.

You consent to receive contractual and transactional communications electronically (in-app, email, SMS or push). Marketing communications are sent only where permitted by law and according to your preferences.

You may opt out of marketing at any time without affecting essential service messages.

For support or complaints contact info@prontomigo.com or use in-app support. Provide the order/booking reference and enough evidence to investigate; we will respond without undue delay.

You may also report allegedly illegal content or activity through support. Where the Digital Services Act applies, ProntoMigo will provide the notice, reasons and review mechanisms required for the relevant decision; this contact channel does not reduce any statutory right.

The former European ODR platform was discontinued on 20 July 2025. Italian and EU consumers may instead consult the recognised consumer ADR options published by the Italian Ministry of Enterprises and Made in Italy at https://www.mimit.gov.it/it/sceglilalternativa, and may use the European Consumer Centre for eligible cross-border matters. Participation by ProntoMigo in a particular ADR procedure applies where required by law or expressly agreed. Your right to bring a claim before the competent court remains unaffected.

These Terms are governed by Italian law, without prejudice to mandatory consumer protections of your country of residence in the EU/EEA.

For business customers, the courts of Modena, Italy have exclusive jurisdiction, subject to mandatory provisions.

For consumers, you may bring proceedings in the courts of your place of residence or in Modena, as permitted by EU Regulation 1215/2012 (Brussels I recast).

Restaurants, fast food outlets, grocery stores, butcher shops, fruit and vegetable shops, bakeries and alimentari may sell through the PRONTOMIGO S.R.L. delivery marketplace subject to separate merchant onboarding and agreement.

Key commercial terms for merchants:

• 20% net commission on restaurant/fast-food delivery sales, 10% net commission on grocery/supermarket delivery sales, and 8% net commission on pickup sales for both categories, plus VAT equal to 22% of the calculated net commission, with no hidden fees or surprise deductions;
• responsibility for product quality, food safety (including HACCP where applicable), labelling, allergens and commerce authorisations;
• use of the merchant dashboard to accept orders and coordinate rider handoff;
• merchant-funded promotions only, including free delivery, unless another platform-approved funding arrangement is shown;
• payouts via Stripe Connect after order completion, minus the agreed commission and redeemed merchant-funded promotions.

Full merchant terms are provided during onboarding. Merchants are independent businesses and not employees or agents of PRONTOMIGO S.R.L..

Providers may join as riders or truckers/transport companies.

Riders deliver food and grocery orders. The offer shows job details and payout before acceptance; the rider may accept or refuse subject to the rider agreement and mandatory platform-work protections.

Truckers and transport companies must hold valid Albo nazionale autotrasportatori enrolment, REN status where required, conto terzi eligibility and commercial vehicle insurance. Fares are quoted from dimensions, weight, route, timing and handling needs.

Partner agreements describe an independent relationship, but no label in these Terms waives mandatory rights or determines legal classification contrary to the facts or applicable law. Job volume is not guaranteed.

PRONTOMIGO S.R.L. creates platform PaymentIntents for customer card charges. Stripe processes the card transaction and hosts connected-recipient verification; ProntoMigo records the authorised allocation and, after the applicable completion/refund rules, initiates separate transfers to eligible Merchant and Provider recipient accounts.

PRONTOMIGO S.R.L. is not a bank or payment institution. Payment and payout credentials such as full card details and connected-account bank details are handled through Stripe's secure flows. Refunds, chargebacks, transfer reversals and lawful payment-provider holds may change or delay settlement. Product and transport complaints can be raised through platform support without limiting claims against the responsible Merchant or Provider.

Service-specific conditions (e.g. food handling limits, proof-of-delivery rules, van/truck capacity limits, scheduled pickup rules, loading/floor-carry scope and prohibited goods) are described on relevant service pages and form part of the service description at booking.

For road-freight jobs, the booking confirmation or quote may form part of the written transport record required by applicable Italian road-haulage rules, including the parties, goods, price/payment, pickup/delivery locations and loading/unloading information where relevant.

In case of conflict between these Terms and mandatory service-specific disclosures shown at checkout, the checkout disclosures prevail for that transaction.

Neither party is liable for failure or delay caused by events beyond reasonable control, including natural disasters, strikes, government actions, widespread network outages or severe weather, provided reasonable efforts are made to mitigate impact.

We may amend these Terms for legal, regulatory, security or operational reasons. Material changes will be notified through the platform or email with reasonable advance notice and apply prospectively from the stated effective date. The version and date at the top identify the current text.

Where law or the nature of the change requires express acceptance, we will request it rather than treating silence as consent. If you do not accept a prospective material change, you may stop placing new orders and close your account before it takes effect; existing transactions remain governed by the terms accepted for them unless mandatory law requires otherwise.

PRONTOMIGO S.R.L. Via Pola Interna n. 51, 41012 Carpi (MO), Italia Customer support: info@prontomigo.com Phone: 059 3970958 PEC: prontomigo@pec.it