Terms of Service

These Terms of Service (“Terms”) form a binding agreement between you (“you” or “your”) and Autor Technologies Inc., the company that operates the Cenaiva platform (“Cenaiva,” “we,” “us,” or “our”). They govern your access to and use of our websites, mobile applications, the “Hey Cenaiva” voice and chat concierge, and all related features and services (together, the “Services”).

Please read these Terms carefully. By creating an account, placing an order, making a reservation, or otherwise using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy, Community Guidelines, and Cookie Policy, each of which is incorporated by reference. If you do not agree, do not use the Services.

Nothing in these Terms removes rights you have under mandatory consumer-protection law — including, for Québec residents, the Consumer Protection Act (Québec). Where a provision of these Terms conflicts with a right that the law of your province says cannot be waived, that law prevails to the extent of the conflict.

1. Definitions

• “Restaurant” — an independent food or beverage business that lists on Cenaiva and accepts reservations, pre-orders, or orders through the Services.
• “Driver” — an independent contractor who provides delivery services and is matched to deliveries through the Services.
• “Reservation” — a booking of a table or seating at a Restaurant, which may require a deposit or prepaid pre-order.
• “Order” — a request you place for food or beverages for delivery or pickup, or a pre-order attached to a Reservation.
• “Concierge” — the “Hey Cenaiva” voice and chat assistant that can search, book, modify, or cancel on your behalf.
• “Your Content” — reviews, ratings, photos, video (including Snap content), messages, and any other material you submit through the Services.
• “Snap” — user photos or short video that you submit and that Cenaiva may publish to Cenaiva’s own social media accounts.

2. Eligibility and accounts

2.1 Eligibility

To use the Services you must be at least the age of majority in your province or territory of residence and able to form a legally binding contract. The Services are offered in Canada and are not directed to anyone in a jurisdiction where their use would be unlawful.

2.2 Registering an account

Some features require an account. You agree to provide accurate, current, and complete information and to keep it up to date. You are responsible for all activity that occurs under your account.

2.3 Account security

Keep your login credentials confidential and do not share them. Notify us immediately at support@cenaiva.com if you suspect unauthorized use of your account. We are not responsible for losses arising from your failure to safeguard your credentials.

2.4 Suspension and closure

We may suspend, restrict, or terminate an account that violates these Terms, that we reasonably believe presents a security, fraud, or safety risk, or where required by law. Where practical and lawful, we will give you notice.

3. Description of the Services

The Services let you, among other things:

• discover and browse Restaurants, menus, and availability;
• make Reservations, including bookings that require a deposit or prepaid pre-order;
• place pre-orders, and Orders for on-demand delivery or pickup;
• use the Concierge to book, modify, or cancel by voice or chat;
• track deliveries and receive updates by email, SMS, or push notification;
• submit reviews and ratings, and share Snap content.

Features vary by location and Restaurant, may change over time, and may be offered, withdrawn, or modified at our discretion.

4. Cenaiva is a platform, not the Restaurant or the food preparer

Cenaiva is a technology platform and intermediary that connects you with independent Restaurants and independent Drivers. Restaurants are independent third parties. They — not Cenaiva — prepare food, set their menus, prices, hours, and policies, and are responsible for the quality, safety, and legality of the food and services they provide.

Drivers are independent contractors, not employees or agents of Cenaiva. A Reservation or Order you place is a transaction between you and the Restaurant, facilitated by Cenaiva. We do not prepare food, do not operate the Restaurants, and do not control how a Restaurant or Driver performs.

4.1 Allergens and food safety

Allergen, ingredient, nutritional, and food-safety information is the Restaurant’s responsibility. Menu descriptions may be incomplete or inaccurate, and food may be prepared in kitchens that handle allergens. If you have a food allergy, intolerance, or other dietary requirement, contact the Restaurant directly to confirm before you order or dine. Cenaiva does not warrant that any item is free of any allergen.

5. Reservations, deposits, cancellations, and no-shows

• Some Restaurants require a deposit or a prepaid pre-order to hold a Reservation. Any amount charged at booking, and the applicable cancellation policy, are shown before you confirm.
• Unless the Restaurant states otherwise, you may cancel free of charge up to 24 hours before your Reservation.
• For a late cancellation (within 24 hours) or a no-show, a deposit or prepaid amount may be forfeited in accordance with the Restaurant’s stated policy.
• Taxes and gratuities not collected at booking are settled directly with the Restaurant when you dine.
• Reservation times are requests confirmed by the Restaurant. A Restaurant may need to change or cancel a Reservation (for example, due to closure or capacity); where this happens, any deposit you paid is refunded unless you are offered and accept an alternative.

6. Orders, pricing, fees, taxes, tips, and payment

6.1 Pricing and currency

All prices are shown in Canadian dollars (CAD). Menu prices are set by the Restaurant and may differ from prices for the same item in-store. The itemized total — including applicable taxes and any fees — is shown before you confirm and pay.

6.2 Fees

• A delivery fee may apply to delivery Orders and can vary with distance and other factors.
• A small-order fee may apply to Orders under $15.
• Any fee that applies to your Order is disclosed before you pay.

6.3 Tips

You may add an optional tip for your Driver. Tips go 100% to the Driver. Cenaiva does not retain any portion of a tip.

6.4 Taxes

Applicable sales taxes (such as GST/HST and QST) are calculated and shown at checkout and remitted as required by law.

6.5 Payment and authorization

Payments are processed by Stripe (including through Stripe Connect). By placing an Order or confirming a Reservation, you authorize the charge for that transaction, including any deposit, pre-order amount, applicable fees, taxes, and tip. You represent that you are authorized to use the payment method you provide. Cenaiva does not store your full card number; card details are tokenized and handled by Stripe.

7. Cancellations, refunds, and item unavailability

• Because food is prepared to order, an Order generally cannot be cancelled once a Restaurant has accepted and begun preparing it, except as required by law or as the Restaurant allows.
• If an item is unavailable, the Restaurant or Cenaiva may substitute (with your agreement), adjust, or cancel the affected part of the Order and refund it accordingly.
• If an Order cannot be fulfilled or delivered through no fault of yours, you are eligible for a refund of the amounts paid for the affected items, consistent with applicable law and the Restaurant’s policy.
• Refunds are issued to your original payment method through Stripe and may take several business days to appear.
• If you have a problem with an Order — for example, missing or incorrect items, or a quality issue — contact us promptly at support@cenaiva.com so we can help resolve it with the Restaurant.

8. Delivery and pickup

For delivery, you must provide an accurate delivery address and any access instructions, and remain reachable so the Driver can complete the drop-off. Estimated delivery and pickup times are estimates only and are not guaranteed. For pickup, collect your Order within a reasonable time; Orders left uncollected may be discarded without refund.

Risk of loss for food passes to you on delivery or on pickup. If you ask for a contactless or unattended drop-off, delivery is complete when the Order is left at the agreed location. If a Driver cannot reach you or complete a delivery because of an inaccurate address, access problem, or your unavailability, the Order may be treated as delivered and may not be refundable.

9. The voice and chat concierge

The Concierge (“Hey Cenaiva”) can take actions on your behalf, including searching, booking, modifying, or cancelling a Reservation or Order. Requests you make through the Concierge are treated as if you made them yourself, and you are responsible for them, including any deposit, charge, or cancellation that results. The Concierge may misinterpret a request; please review confirmations and let us know promptly if something is wrong. The Concierge is powered by our provider Loquent, as described in our Privacy Policy.

10. Your Content and reviews

10.1 Ownership and licence

You keep ownership of Your Content. By submitting it, you grant Cenaiva a worldwide, non-exclusive, royalty-free, transferable, sublicensable licence to host, store, use, reproduce, adapt, modify, publish, translate, and display Your Content in connection with operating, promoting, and improving the Services — including publishing Snap content you submit to Cenaiva’s own social media accounts (such as Instagram, TikTok, Facebook, and YouTube). This licence continues for content you have made public or that has been published, even after you stop using the Services, to the extent needed for those uses.

10.2 Your responsibilities

• You confirm you own or have all rights necessary to submit Your Content and to grant the licence above.
• Reviews and ratings must reflect a genuine, first-hand experience and must not be fake, incentivized, or posted for a business you own or compete with.
• Do not submit content that depicts identifiable people without their consent, or that infringes anyone’s rights or breaks the law.

10.3 Moderation

We may review, moderate, decline to publish, hide, or remove Your Content, and Snap content is reviewed before it is published to any Cenaiva channel. Your Content must comply with our Community Guidelines. We are not obligated to monitor content, but we may do so.

11. Acceptable use and prohibited conduct

You agree not to, and not to attempt to:

• use the Services for any unlawful, fraudulent, deceptive, or abusive purpose;
• place Reservations or Orders you do not intend to honour, or abuse deposits, refunds, promotions, or the dispute process;
• impersonate any person or entity, or misrepresent your affiliation with anyone;
• harass, threaten, defame, or discriminate against Restaurant staff, Drivers, other users, or Cenaiva personnel;
• interfere with, disrupt, overload, or degrade the Services or the networks and systems that support them;
• access the Services by automated means (scraping, bots) except as we expressly permit, or attempt to gain unauthorized access to any account, system, or data;
• reverse engineer, decompile, or attempt to extract source code, except to the extent the law prohibits that restriction;
• introduce malware or any harmful code, or probe or test the vulnerability of the Services;
• collect or harvest personal information about others, or use the Services to send spam or unauthorized advertising;
• infringe the intellectual-property, privacy, or other rights of any person, or violate any applicable law.

12. Intellectual property

The Services, including their software, design, text, graphics, logos, and the Cenaiva and Autor Technologies names and marks, are owned by or licensed to Autor Technologies Inc. and are protected by intellectual-property laws. Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to install and use our apps and to access the Services for your personal, non-commercial use. You may not copy, modify, distribute, sell, or lease any part of the Services except as these Terms allow or the law permits.

12.1 Feedback

If you send us suggestions or feedback, you grant us a perpetual, irrevocable, royalty-free licence to use it without restriction or obligation to you.

13. Third-party services

The Services rely on and link to third parties — for example, payments (Stripe), maps and routing (Google Maps Platform), messaging (Twilio), the Concierge (Loquent), and the app stores. Your use of those features may be subject to the third party’s own terms, and we are not responsible for third-party services, content, or websites outside our control.

14. Privacy

Our Privacy Policy explains how we collect, use, share, and protect your personal information, and the rights you have under Canada’s PIPEDA and Québec’s Law 25. Please review it. Your use of the Services is also subject to our Cookie Policy and Data Retention schedule.

15. Disclaimers

To the fullest extent permitted by law, the Services are provided “as is” and “as available,” without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Services will be uninterrupted, timely, secure, or error-free, or that estimates (such as delivery times) will be accurate. We are not responsible for the quality, safety, legality, or fitness of food or services provided by Restaurants or Drivers. Nothing in this section limits or excludes any warranty, guarantee, or right that applicable law does not allow to be limited or excluded, including under the Consumer Protection Act (Québec).

16. Limitation of liability

To the fullest extent permitted by law, Cenaiva and Autor Technologies Inc., and their directors, officers, employees, and agents, will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or other intangible losses, arising out of or related to your use of (or inability to use) the Services.

To the fullest extent permitted by law, our total aggregate liability for any claim arising out of or related to the Services is limited to the greater of (a) the amount you paid to Cenaiva for the Order or Reservation giving rise to the claim, or (b) CAD $100.

These limitations do not apply to liability that cannot be limited or excluded under applicable law, including mandatory consumer-protection rights. Some jurisdictions do not allow certain exclusions or limitations, so parts of this section may not apply to you.

17. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Cenaiva and Autor Technologies Inc., and their directors, officers, employees, and agents, from and against any claims, liabilities, damages, losses, and reasonable expenses (including legal fees) arising out of or related to your misuse of the Services, your violation of these Terms or applicable law, or Your Content — except to the extent caused by our own negligence or wrongdoing.

18. Termination

You may stop using the Services and delete your account at any time (Account → Delete account). We may suspend or terminate your access if you breach these Terms, or as needed to protect the Services, other users, or third parties, or to comply with law. On termination, your right to use the Services ends. Provisions that by their nature should survive — including sections on Your Content licence, intellectual property, disclaimers, limitation of liability, indemnification, dispute resolution, and governing law — survive termination.

19. Dispute resolution and governing law

19.1 Talk to us first

Most concerns can be resolved quickly. Before starting formal proceedings, please contact us at support@cenaiva.com so we can try to resolve the matter informally.

19.2 Governing law and forum

These Terms and any dispute relating to them or to the Services are governed by the laws of the Province of Québec and the federal laws of Canada applicable there, without regard to conflict-of-laws rules. Subject to your mandatory rights, you agree to the exclusive jurisdiction of the courts of the Province of Québec.

19.3 Your mandatory consumer rights are preserved

Nothing in this section deprives you of the protection of the mandatory consumer-protection laws of your province of residence, including your right to bring a claim in the courts and under the venue rules those laws provide (for Québec residents, the Consumer Protection Act). Those rights prevail over any conflicting provision of these Terms.

20. Changes to these Terms

We may update these Terms from time to time. We will post the updated version here and change the “Last updated” date, and for material changes we will provide additional notice (for example, in-app or by email). Changes take effect when posted unless we say otherwise. Your continued use of the Services after the changes take effect means you accept the updated Terms.

21. General

• Assignment — you may not assign these Terms without our consent. We may assign them, including to an affiliate or in connection with a merger, acquisition, or sale of assets.
• Severability — if any provision is held unenforceable, the rest remains in effect, and the unenforceable provision is modified to the minimum extent necessary.
• No waiver — our failure to enforce a provision is not a waiver of it.
• Entire agreement — these Terms, together with the policies referenced in them, are the entire agreement between you and us about the Services.
• Force majeure — we are not liable for failure or delay caused by events beyond our reasonable control.
• Notices — we may give you notice through the Services, by email, or by posting on our website. You may contact us using the details below.
• Language — the Services are offered in English and French. Where we provide a French version of these Terms for Québec, and there is a conflict, the version required by applicable law governs. Les parties confirment leur volonté que ce document soit rédigé en anglais, dans la mesure permise par la loi.

22. Contact us

Questions about these Terms can be sent to Autor Technologies Inc., which operates Cenaiva, at support@cenaiva.com.