Terms of Service

1. The agreement

These terms govern the relationship between Raio and any business (the “Merchant”) that registers on the Raio Merchant portal. By submitting a registration or using the merchant dashboard, you accept these terms on behalf of your business.

Specific commercial conditions — your commission plan, delivery zone and payout details — are set out in your merchant agreement and prevail over these terms where they differ.

2. Eligibility and registration

You must be a legally registered business with a valid CNPJ (MEIs welcome) and provide accurate information and valid documents during registration, including the CPF of the account owner. You are responsible for keeping your account credentials confidential and for all activity under your account.

Raio may accept or decline any registration, and may suspend accounts that provide false information or breach these terms.

3. Your store and your products

You are responsible for the content of your storefront: product names, descriptions, photos, prices and availability. Everything you list must be lawful, accurately described and safe for sale.

Food merchants must comply with applicable hygiene and food-safety regulations. Raio may remove listings or suspend stores that put customers at risk.

4. Orders and fulfilment

You commit to preparing confirmed orders accurately and within the preparation time you advertise. Repeated cancellations, missing items or excessive delays harm customers and may lead to reduced visibility or suspension.

For Delivery by Raio, responsibility for the order passes to the courier at pickup. For self-delivery, you remain responsible until the customer receives the order.

5. Fees and payouts

Raio charges the commission stated in your merchant agreement on each completed order. Commission rates do not change without at least thirty days' written notice.

Payouts are made weekly to the account you designate, accompanied by a statement. You must report payout disputes within sixty days of the statement date.

6. Refunds and disputes

Customer refunds caused by delivery failures are borne by Raio; refunds caused by preparation errors (wrong, missing or unsafe items) are deducted from your payout. Every deduction is itemized on your statement and can be contested through the dashboard.

7. Termination

You may pause your store at any time or terminate your agreement with fourteen days' notice from the dashboard. Raio may terminate with thirty days' notice, or immediately in cases of fraud, legal breach or serious risk to customers or couriers.

On termination, outstanding balances are settled in the next payout cycle.

8. Liability

Raio provides the platform with reasonable skill and care but does not guarantee uninterrupted availability. To the extent permitted by law, Raio's aggregate liability under this agreement is limited to the commissions paid by you in the twelve months preceding the claim.

9. Changes to these terms

We may update these terms from time to time. Material changes are announced at least thirty days in advance by email and in the dashboard. Continuing to use the platform after the effective date constitutes acceptance.

10. Contact and governing law

Questions about these terms can be sent to merchants@raio.app. These terms are governed by the laws of the Federative Republic of Brazil, and disputes fall under the jurisdiction of the courts of São Paulo, SP, without prejudice to mandatory consumer or commercial protections.