Kitchenmatic

Legal

Service Level Agreement

Last updated 14 October 2026.

This agreement describes the support a restaurant can expect from Kitchenmatic. It sits with the Terms of Service. Support follows the plan on the kitchen.

Support by plan

  • Starter

    We reply within 2 business days.

  • Growth — priority support

    We reply within 1 business day.

  • Pro — dedicated support

    We reply within 4 business hours.

Business days are Monday to Friday, 9:00–17:00 West Africa Time, excluding Nigerian public holidays. Time starts when your message reaches us.

What is covered

The storefront, checkout, order status, and the owner kitchen, for the features included in your plan.

What is not covered

  • Paystack, your bank, WhatsApp, or the guest’s phone network.
  • Food quality, a late rider, or a promise you make to a guest.
  • A custom domain until it is connected.
  • Notifications on an iPhone until the guest adds the page to their home screen.
  • Demo checkout, which does not move real money.

If something breaks

Write from the email on the kitchen. We reply inside the time for your plan. We do not give an automatic refund for downtime.

Changes

We can update this agreement. The date at the top changes when we do. Continuing to use Kitchenmatic after that means you accept the update.