Terms and conditions for users

1. About these Terms

These Terms and Conditions (the “Terms”) govern the use of the HaiLa website, mobile apps and digital services by users who are natural persons.

The service is provided by HaiLa Tech SRL, a company registered in the Republic of Moldova, with its registered office at str. Vlaicu Pârcălab 63, Chișinău MD-2012, Republic of Moldova. The contact details are in section 17.

By creating an account or by using the functions that require acceptance of the Terms, you confirm that you have read them and that you accept them. For data processing that requires separate consent, acceptance of the Terms does not replace that consent.

2. What HaiLa is

HaiLa is a digital platform that makes it possible to discover Restaurants, send booking requests, receive confirmations, manage certain information related to the visit and use other digital features.

HaiLa is not the Restaurant and does not provide catering services. The contract for the meal, the products and the services consumed at the venue is formed between you and the relevant Restaurant, under the conditions communicated by the Restaurant and those of the applicable legislation.

3. Eligibility and account

To create and use a HaiLa account independently, you must be at least 16 years old. If the applicable legislation requires the consent of the legal representative for a particular service or act, use is permitted only under those conditions.

• The account is associated mainly with a verified phone number and a first name.
• The information provided must be accurate and up to date.
• You must not give other people access to your account, nor use another person’s account without authorisation.
• You are responsible for informing us or for updating your details if your phone number or other relevant information changes.

4. Requests and bookings

A request sent through HaiLa is not automatically a confirmed booking. The booking becomes confirmed when the Restaurant accepts it and the platform communicates this confirmation to you.

The availability displayed is based on the data and configurations available in the platform. HaiLa aims to keep them accurate, but final availability may depend on the Restaurant’s updates, on operational changes or on technical integrations.

4.1. A request to several venues

If this function is available, you can send the same request to a maximum of 3 compatible venues. The first venue that accepts the request confirms the booking, and the other associated requests may be closed automatically by the system.

4.2. Confirmation, lateness and cancellation

Keep to the booking time and to the cancellation conditions displayed for the venue or booking in question. Restaurants may have different grace periods, cancellation rules or operational conditions.

If you are late, the Restaurant may release the table in accordance with its operational rules and the information communicated. HaiLa does not guarantee that the table will be kept after the booking time.

4.3. No-shows and abusive use

HaiLa may record late cancellations and no-shows for the purposes of security, abuse prevention, service quality and the operation of the platform.

We do not apply through these Terms a universal automatic rule of suspension after a fixed number of no-shows. If we later introduce a restriction mechanism, the applicable rules will be communicated transparently and, where relevant, will include appeal mechanisms.

5. The user’s obligations

As a user, you must:

• use the platform in good faith and only for lawful purposes;
• not send fictitious requests, or repeated requests with abusive intent;
• not attempt to access accounts, data or functions for which you have no authorisation;
• not enter content that is illegal, discriminatory or defamatory, or that infringes the rights of others;
• not use the platform for scraping, unauthorised automation, attacks, fraud or disruption of the service.

6. Restaurants and their information

Restaurants are responsible for the commercial and operational information they provide or manage, including opening hours, menu, services, prices, availability, internal rules and the experience at the venue.

HaiLa may moderate, correct or remove information that is obviously wrong or non-compliant, but does not guarantee that all the information provided by Restaurants is complete and up to date at all times.

7. Reviews and user-generated content

If the function is available, you may post reviews only in connection with real experiences. HaiLa may limit reviews to users with a verifiable booking or visit and may set a period for posting.

Reviews must reflect your experience and be worded honestly and factually.

Threats, harassment, other people’s personal data, illegal content and the artificial manipulation of ratings are not permitted.

HaiLa may remove content that breaches these Terms, the law or the moderation rules, or limit its visibility.

By posting content you grant HaiLa a non-exclusive licence, free of charge and limited to the use necessary for displaying, moderating and distributing the content and for operating the service, without transferring your copyright in the original content.

8. Personal data and cookies

The processing of personal data is described in the HaiLa Privacy Policy. Cookies and similar technologies are described in the Cookie Policy.

Acceptance of these Terms is not, in itself, consent to all data processing. Where the law requires consent, it is requested separately.

9. Communications

HaiLa may send operational communications that are necessary for using the service, such as the authentication code (OTP), confirmations, changes, cancellations and reminders.

Marketing communications are managed separately and can be stopped in accordance with your preferences and the applicable legislation.

10. Intellectual property

The HaiLa platform, the software, the design, the trade marks, the databases, HaiLa’s own texts and the technical elements are protected by the applicable intellectual property rights.

You receive a personal, limited, revocable and non-exclusive right to use the service for its normal purpose. You may not copy, modify, decompile, resell or commercially exploit the platform without authorisation.

11. Availability of the service

We make reasonable efforts to keep the service available and working, but the platform may be temporarily unavailable because of maintenance, updates, technical incidents or causes beyond our control.

We may change or withdraw features if this is necessary for security, compliance, performance or the development of the product, while respecting consumers’ rights.

12. Suspension or closure of the account

We may temporarily restrict or suspend an account in the event of fraud, abuse, repeated breaches of the Terms, a security risk or a legal obligation. Where reasonable and permitted, we will inform the user of the reason and of the options available.

You can ask for your account to be closed in accordance with the functions available and the Privacy Policy.

13. Liability

HaiLa is liable for its own digital service within the limits of the law. The Restaurant is liable for the services provided at the venue, including the quality of the food, the service, safety and the performance of its own obligations.

Nothing in these Terms excludes or limits the consumer’s rights or any liability that cannot be excluded or limited by law.

HaiLa is not liable for losses caused exclusively by inaccurate information or by acts of the Restaurant, of the user or of a third party, to the extent that the law permits this delimitation.

14. Complaints and support

For problems concerning the HaiLa platform you can contact us at hello@haila.md or through the support channels published on the site.

For problems concerning the meal, the services consumed, the menu or other matters provided by the Restaurant, you can contact the Restaurant directly. HaiLa may facilitate communication, without automatically taking over the Restaurant’s obligations.

15. Changes to the Terms

We may update the Terms to reflect legal, security or product changes. For material changes that affect the contractual relationship, we will give reasonable notice before they take effect, where the law requires it.

The applicable version and the date of the last update are displayed on this page, in a form that can be consulted and reproduced.

16. Governing law and disputes

The Terms are governed by the legislation of the Republic of Moldova, without prejudice to the mandatory protective rules applicable to the consumer.

Disputes are resolved by the courts that have jurisdiction under the law. These Terms do not impose on the consumer an exclusive jurisdiction that would limit the consumer’s legal rights.

17. Contact

HaiLa Tech SRL, str. Vlaicu Pârcălab 63, Chișinău MD-2012, Republic of Moldova.

• General email: hello@haila.md
• Data protection: dpo@haila.md