How the service works

Operator and scope

The platform operator is PLATERA LLC, with a business address at 112 S Main Ave, STE A PMB 772, Sioux Falls, SD 57104, United States. Contact: hola@platera.mx.

Platera connects customers with independent prepared-food businesses. The selected kitchen prepares the food; Platera facilitates menu access, ordering and payment and delivery coordination through enabled services. These roles do not limit obligations imposed by law on any participant.

Account and access

You must be at least 18 and provide accurate information. Keep control of your email and phone, do not share access codes and contact support if you suspect unauthorized use.

Platera Proveedores requires an enabled business account and authority to represent that business. Downloading the app does not guarantee business approval or sales. Each user's permissions depend on the account.

Coverage, menus and prices

Availability depends on the address, kitchen and date. Not every kitchen, category or feature is available in every area. Menus, pack sizes, options and minimum orders vary by business.

Review descriptions, quantities, prices in Mexican pesos and the breakdown of charges before confirming. Applicable charges must be shown before purchase. Do not assume a modification is included unless the menu allows it.

Orders and scheduled delivery

Meal prep requires lead time. Each kitchen sets delivery days and time windows, minimum preparation time and available dates. Being able to browse or send a request at any time does not mean delivery is immediate or available around the clock.

Select an available date and time and check your order's confirmation and status. A payment notification alone does not replace the order details and status. If a business cannot fulfill an order, contact support to resolve it.

Provide a complete address and accurate directions, keep a contact method available and arrange to receive the delivery. If a delivery problem occurs, the solution and any applicable charge must follow the disclosed conditions and the law; using the app alone does not authorize new charges.

Payments, packs and receipts

Available payment methods appear during checkout. Payment processors may apply their own verification procedures. Keep the receipt and order reference for questions.

A meal pack covers the quantities and options stated in its description. Buying a pack does not authorize recurring charges or an automatic subscription. Any future recurring service will require specific information and consent.

For billing information or a charge question, contact support with the order reference. Do not send complete card details or security codes.

Changes, cancellations and refunds

Request a change or cancellation as soon as possible through the available feature or at hola@platera.mx, including the order number. Changes depend on the order's status, preparation and conditions disclosed before purchase. We do not impose a blanket penalty or a universal no-refunds rule.

Contact support if a product is missing, an item is incorrect, there is a food problem or a delivery fails. Keep the order details and share photos if useful for reviewing the issue. This does not replace or reduce your consumer rights.

We will review the issue with the relevant participants and explain the solution and, where applicable, the refund amount and method. Posting times depend on the payment method and financial institution. Mandatory rights and legal remedies take precedence over incompatible conditions.

Food, allergies and storage

The kitchen supplies ingredient, allergen, portion and storage information. Marketplace categories help you browse but do not guarantee suitability for a medical condition or freedom from cross-contamination.

Confirm allergies or dietary restrictions with the kitchen before ordering. Follow its receiving, refrigeration, freezing and consumption instructions. The platform does not provide diagnosis or medical or nutritional advice.

Provider information and responsibilities

Each business must keep menus, prices, availability, hours and product information current and meet its applicable food-safety, tax and commercial obligations.

Individual onboarding agreements govern provider commissions and commercial terms. These terms do not establish a universal commission. Order statuses must reflect actual progress and respect agreed scheduling.

Content and acceptable use

Do not post false information, unlawful content, threats or other people's private data. Respect rights in brands, photos and menus. Report content or behavior needing review to support.

Do not interfere with service security or attempt to access someone else's account. We may restrict uses that breach these terms or put others at risk, with the handling and explanation appropriate to the circumstances.

Privacy, account closure and support

Our privacy notice explains data handling. Request account closure and associated-data deletion at /en/delete-account or hola@platera.mx. Closing an account does not remove obligations or rights relating to pending orders, payments or claims.

Platera, Apple and Google are separate services. App stores distribute the apps; they do not prepare or deliver food. Order and account support is provided through Platera's channels and the responsible service participants.

Applicable law and updates

We respect mandatory consumer rights and applicable Mexican law. Nothing here excludes liability that cannot legally be limited or prevents you from contacting PROFECO or another competent authority.

We publish changes with their date. Changes do not retroactively alter rights attached to confirmed orders. Where a change requires specific consent, we request it before applying it.