Your agreement with us
These Terms of Service ("Terms") govern your use of TrueServe's website, apps, and delivery platform (the "Service"), operated by TrueServe LLC ("TrueServe," "we," or "us"). By creating an account, placing an order, accepting a trip, or onboarding a restaurant, you agree to these Terms and to our Privacy Policy.
If you are accepting these Terms on behalf of a business (for example, as a restaurant owner or fleet manager), you represent that you have authority to bind that business.
Eligibility & accounts
You must be at least 18 years old to use TrueServe. Drivers must additionally meet local licensing, insurance, and vehicle requirements before going online. Each account is for a single person or single business — sharing credentials or operating under another person's account is not permitted.
- Keep your contact information current so we can reach you about orders.
- Use a strong, unique password and notify us promptly if you suspect unauthorized access.
- You are responsible for activity that happens under your account.
Service availability
Service areas, delivery windows, supported cuisines, and platform features vary by location and operational status. We may launch, pause, or modify availability for safety, weather, compliance, or reliability reasons. We aim to give advance notice when a market change affects an active order or partner.
Orders, payments & taxes
Prices shown in the app include item totals, applicable fees, delivery charges, and estimated taxes. The merchant sets the menu price; TrueServe sets platform fees. You authorize the payment method on file to be charged for the total of any order you place, plus any tip you add at checkout or after delivery.
Tipping
100% of customer tips go to the driver who completed the delivery. Tip changes made after delivery are processed within 24 hours.
Receipts
Receipts are emailed at checkout and stored in your order history. For tax-deductible orders, you can download a CSV of your order history from your account page.
Cancellations & refunds
You may cancel an order at no charge until the restaurant accepts it. After acceptance, the refund outcome depends on how far the order has progressed: prepared food may not be refundable, but missing items, incorrect items, and order quality issues are eligible for refund or credit.
- Report issues from the order screen — proof photos speed up resolution.
- Refunds typically post back to your original payment method within 3–10 business days.
- Repeated unfounded refund claims may trigger a manual review of your account.
If a driver cannot complete a delivery after multiple contact attempts, the order is closed and any prepared food is forfeited. You can re-order from your history with one tap.
Promotions, rewards & referrals
TrueServe occasionally runs promotions, rewards tiers, and referral bonuses. Each program has its own terms posted in the app or on the corresponding marketing page. We may modify or end any promotion at any time, but we will honor any rewards that have already vested.
TruePoints, anniversary credits, and referral credits have no cash value, are non-transferable, and expire if your account is inactive for 24 consecutive months.
Driver-specific terms
Drivers are independent contractors, not employees of TrueServe. You decide when to go online, which trips to accept (within program rules), and how to operate your vehicle in accordance with local law.
- Maintain a valid driver's license, vehicle registration, and required insurance at all times.
- Comply with traffic laws and food-safety standards while completing deliveries.
- Earnings are paid daily based on the rates posted in the driver app at the time of each trip.
- Repeated cancellations, late arrivals, or safety violations may result in deactivation.
Merchant-specific terms
Merchants control their menus, pricing, hours of operation, and prep times within the TrueServe merchant dashboard. By onboarding as a merchant you authorize TrueServe to accept orders on your behalf, collect payment from customers, and remit the agreed payout to your linked bank account on the agreed schedule.
- Founding Partner rates are locked for the lifetime of the merchant account in good standing.
- You are responsible for food safety, allergen disclosures, and licensure for your kitchen.
- You agree to honor accepted orders and to update menu availability promptly when items go out of stock.
Acceptable use
You agree not to use TrueServe to:
- Order or deliver anything illegal, unsafe, or prohibited by the merchant.
- Defraud another user or the platform, including chargeback abuse.
- Harass, threaten, or harm another customer, driver, or merchant.
- Probe, scan, scrape, or otherwise interfere with the security or integrity of the Service.
- Misrepresent your identity, eligibility, or affiliation with another business.
Intellectual property
TrueServe, the TrueServe logo, and the design of our website and apps are owned by TrueServe LLC. You may not copy, reuse, or distribute our trademarks, design assets, or proprietary software without permission. Restaurants retain ownership of their menus, photos, and branding.
Third-party services
TrueServe integrates with third-party providers — including Stripe for payments, mapping providers for routing, and POS systems like Toast, Square, and Clover. Your use of those services through TrueServe is also subject to their own terms.
Disclaimers & limitations
TrueServe provides the Service on an "as is" and "as available" basis. We do not warrant that the Service will be uninterrupted, error-free, or perfectly accurate. To the maximum extent permitted by law, TrueServe is not liable for indirect, incidental, or consequential damages arising out of your use of the Service.
Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud or gross negligence.
Disputes & arbitration
We want to resolve disputes quickly and fairly. Please contact support@trueservedelivery.com first so we can try to fix the issue directly. If we can't resolve a dispute informally, you and TrueServe agree to resolve it through binding arbitration on an individual basis, except where prohibited by local law. You may opt out of arbitration within 30 days of creating your account by emailing us.
Suspension & termination
We may suspend or close accounts that violate these Terms, present a safety risk, or are required to be closed by law. You may delete your account at any time from your account page. Some provisions of these Terms survive termination, including payment obligations, dispute resolution, and intellectual-property terms.
Changes to these terms
We may update these Terms from time to time. When the change is material we'll update the effective date above and — for active users — notify you in the app or by email. Continued use of TrueServe after the effective date means you accept the updated Terms.
Contact
Questions about these Terms? Email support@trueservedelivery.com or write to TrueServe LLC, Legal Team, Charlotte, NC.
Need help instead of legalese?
Visit the help center for order, payment, and account questions answered in plain English.