Terms and Conditions

Last updated: 29 September 2026

1. Who are we and what do these terms apply to?

Fritzy is operated by EXIGENT BV, 42 Rue du Tilleul, 1640 Rhode-Saint-Genèse, Belgium, enterprise/VAT number BE 0723.470.144. Contact: contact@fritzy.be, +32 456 86 15 39. This address is also our point of contact under the EU Digital Services Act (DSA).

These terms apply to our apps, our website, the web app, ordering kiosks and our connector for AI assistants (together, the "Platform"), for Fritzy as well as Pizzy. By using the Platform or placing an order, you accept them. Our privacy policy explains how we process your data.

2. The role of Fritzy

Fritzy is an intermediation platform. The sales contract is concluded directly between you and the restaurant, which is a professional trader. The restaurant is solely responsible for its products: preparation, quality, hygiene, prices, allergen information, timing and, where applicable, delivery.

Menus, photos and allergen information are provided by the restaurants. If you have an allergy, contact the restaurant before ordering.

Restaurants are displayed mainly according to their distance and availability. No restaurant pays to be ranked higher.

3. Your account

You sign in with your mobile number and a code sent by SMS or message. You must be at least 16 years old, provide accurate information and never share your code with anyone else. You can ask for your account to be deleted at any time, in the app or by email.

4. Orders

You choose your products and the service type offered by the restaurant (pickup, delivery or eat-in). Before confirming, you see the total price including any fees. By confirming, you place an order with an obligation to pay.

The contract is concluded when the restaurant accepts your order. The restaurant may refuse it. If it does not respond in time, the order is cancelled automatically, except for orders placed at a kiosk. You can cancel an order as long as it has not been accepted.

The times shown are estimates. A restaurant may temporarily pause orders. It also sets the minimum order amount, the delivery area and delivery fees.

5. Prices and payment

Prices are set by the restaurant, in euros including VAT. Fritzy may charge service fees; they are always shown before you confirm.

Online payment is processed by licensed payment service providers. Depending on the restaurant, it is paid directly to the restaurant or collected by EXIGENT BV on the restaurant's behalf. If the restaurant allows it, you can also pay on site.

The receipt or invoice for the products is issued by the restaurant.

6. Refusal, cancellation and refunds

An order paid online that is refused, cancelled automatically or cancelled by you before acceptance is fully refunded to the payment method used. The time it then takes depends on your bank.

An order that has been accepted but not collected, or not delivered because the address was wrong or you could not be reached, remains payable.

7. Pickup, delivery and alcohol

Delivery is carried out by the restaurant, under its responsibility. Provide an accurate address and stay reachable.

The sale of alcohol to under-16s is prohibited, as is the sale of spirits to under-18s. The restaurant may ask for ID and refuse to hand over these drinks.

8. A problem with your order?

Use "Report a problem" in the order or write to us, as soon as possible. We review each request with the restaurant and may grant a full or partial refund. We may refuse a clearly abusive request.

This procedure does not limit your legal rights. The restaurant remains bound by the legal guarantee of conformity for its products.

9. Right of withdrawal

The right of withdrawal does not apply to perishable food prepared to order (art. VI.53, 3° and 4°, Belgian Code of Economic Law). Our order transmission service is fully performed as soon as the order is accepted; by ordering, you request that it be performed immediately.

10. Promo codes and rewards

Promo codes, loyalty cards and points have their own conditions. They have no cash value and are not transferable. We may change or end these programmes and cancel rewards obtained abusively.

11. Kiosks and AI assistants

At a kiosk, you order without an account and pay on site, at the terminal or with your phone; no service fee is charged to you.

Our official connector allows third-party AI assistants to browse restaurants and menus and, if you have linked your account, to prepare pickup orders. An order prepared by an assistant is only placed after your confirmation and payment on a Fritzy page: you always pay yourself, never the assistant. We are not responsible for the assistant's answers; always check the summary.

12. Rules of use

It is prohibited to place fake orders, abuse refunds or promo codes, use someone else's account, post illegal or abusive content, or harass staff. It is also prohibited to access the Platform or extract data from it by automated means (bots, scraping, automated orders), except through our official connector for AI assistants or with our written consent.

You can report to us at contact@fritzy.be any content you believe to be illegal.

13. Account suspension

In the event of fraud, abuse or breach of these terms, we may, proportionately, disable payment on site, suspend your account or close it. Except in urgent cases, we will tell you the reasons, and you can challenge them.

14. Intellectual property

The Platform, its content, its databases and the Fritzy and Pizzy brands belong to EXIGENT BV or its partners. You may use them only for your personal use on the Platform.

15. Liability

We do our best to keep the Platform running without interruption, but cannot guarantee it. To the extent permitted by law, Fritzy is not liable for products sold by restaurants, for indirect damage, or for interruptions caused by a third party or by force majeure.

These limits do not apply in the event of intentional or gross misconduct, death or personal injury, or where a mandatory consumer protection rule prevents them.

16. Changes

We may change these terms. In the event of a significant change, we will notify you in advance. Each order remains governed by the version in force at the time you placed it.

17. Governing law and disputes

Belgian law applies, without depriving you of the mandatory protection of your country of residence. If there is a problem, contact us first. You can also turn, free of charge, to the Consumer Mediation Service (www.consumerombudsman.be). As a consumer, you can bring proceedings before the courts of your place of residence.

If a clause is held to be void, the others remain applicable. In the event of any discrepancy between translations, the French version prevails, to the extent permitted by law.