Terms
Last updated 13 May 2026
The short version
Ona helps you order food through WhatsApp from restaurants in Madrid and Barcelona. Restaurants prepare and price their food; riders deliver it; we coordinate the conversation, the order, and the payment. Be kind to riders and restaurant staff. Pay for what you order.
What Ona is
Ona is a service that helps you order food through WhatsApp. We don't make the food. We don't deliver it ourselves. Restaurants prepare and price their menus; riders deliver. We coordinate the conversation, the order, and the payment.
When you order through Ona, you enter into three relationships:
- a purchase contract with the restaurant for the food;
- a delivery contract with the rider service for the delivery;
- this agreement with Ona for the coordination service.
Who can use Ona
You need to be at least 16 years old and have a valid WhatsApp number. By placing an order you confirm both.
Your responsibilities
- Give us accurate information: a correct address, a working phone number, a valid payment method.
- Be home — or somewhere reachable — for delivery, and answer if the rider needs to find you.
- Be kind. Riders and restaurant staff are real people. Abuse or harassment is grounds for blocking your account.
- Pay for what you order.
Orders and payment
- Prices, menus, and availability are set by the restaurant and shown to you before you confirm.
- Confirming an order authorizes payment. You can cancel before the restaurant accepts; after that, refunds depend on the situation (see below).
- We use standard providers to process payment. We don't store your full card details.
- If something goes wrong with payment — bank decline, suspected fraud, dispute — we may pause or cancel the order while we sort it out.
Delivery
Delivery times are estimates, not guarantees. Traffic, weather, the restaurant's kitchen load, and rider availability all affect timing. The rider service handles the delivery; we pass on the address and phone you give us so they can find you. If delivery fails because we couldn't reach you, the order is still charged.
Refunds and complaints
If something is wrong — wrong order, missing items, very late, food unsafe to eat — write to contact@oh-ona.com. We refund or credit case by case, based on what actually happened. Subjective complaints ("I didn't like it") usually aren't refundable, but we still want to hear them.
Restaurants on Ona
Restaurants on Ona are independent businesses. We curate the list — we don't accept every applicant, and we may remove restaurants at our discretion. We're not responsible for their food quality, allergen labelling, pricing decisions, or staffing — though we'll always try to help if something goes wrong.
Things we don't promise
Ona is provided "as is." We work hard to keep it running and useful, but we don't guarantee:
- that the service is available 24/7 without interruption;
- that every restaurant in your area is on Ona;
- that delivery times, menu accuracy, or food quality always meet expectations.
To the maximum extent allowed by law, our liability for any single order is limited to the amount you paid for that order. We're not liable for indirect or consequential losses. None of this limits your statutory consumer rights under Spanish or EU law.
Account suspension
We may suspend or block your account if you:
- repeatedly fail to be present for delivery;
- abuse riders, restaurant staff, or our support team;
- use Ona for anything other than ordering food (fraud, harassment, illegal activity);
- repeatedly dispute legitimate charges.
If we suspend you, we'll tell you why. You can appeal by emailing contact@oh-ona.com.
Intellectual property
The Ona name, logo, and website design are ours. Don't copy them. Restaurant names, menus, and food images on Ona belong to the restaurants.
Changes
We may update these terms. Material changes get a heads-up via WhatsApp or on this page. Continued use after a change means you accept the new terms.
Governing law
These terms are governed by Spanish law. If you're an EU consumer you keep all the consumer-protection rights of your home country.
Get in touch
Questions about these terms? Email contact@oh-ona.com. You'll get a real reply.