Terms of service

What Frostburg Eats is

A marketplace. Partner kitchens in Frostburg prepare and sell the food; Frostburg Eats (operated by Thraxel, LLC) runs the ordering site, collects payment, and delivers by e-bike. Your contract for the food itself is with the kitchen that made it. Our contract with you covers the ordering, payment and delivery.

Where we deliver

• Only inside ZIP code 21532.
• Only to partner establishments: hotels and lodging, short-term rentals that have partnered with us, taprooms, shops and offices on the partner list, and the Frostburg Depot platform.
• Never to a private residence. There is no address field in the system; you choose a partner venue and a spot inside it (a table, a room, a marked meet-point) when you check out.
• Pickup at the kitchen counter is also available where the kitchen offers it.

Prices, tax and fees

• Menu prices are set by each kitchen and include Maryland sales tax (6% on food and soft drinks, 9% on alcoholic beverages). The price you see is the price you pay for the item.
• Delivery fee and the free-delivery threshold are shown before you pay and again on the receipt. There is no service fee, no small-order fee, and no surprise line at the end.
• Minimum order amounts are shown on the menu.
• Every price is calculated on our servers from the kitchen's current menu at the moment you order. If a price changes after you order, your order is honoured at the price you were shown.

Paying

• Online (card, Apple Pay, Google Pay) through Stripe. The kitchen only sees an online order once payment succeeds; an abandoned checkout is never cooked and never charged.
• Cash at handover to the Eats Delivery Driver or at the counter, in exact-ish change. Items marked "priced at the counter" can only be paid this way.
• Card details are handled by Stripe. When you pay online we save the card to your customer record so you can tip your Eats Delivery Driver afterwards in one tap. You can ask us to remove it at any time.

Tips

We never ask for a tip at checkout. After the Eats Delivery Driver marks your order delivered, you receive an email with a tip button. 100% of every tip goes to the Eats Delivery Driver who delivered your order. Frostburg Eats and the kitchen take nothing from it. Tips are voluntary, and cash tips handed to the Eats Delivery Driver are equally welcome.

No alcohol

Frostburg Eats sells and delivers food and non-alcoholic drinks only. No beer, wine, cider, seltzer or spirits are listed on any menu, and the ordering system refuses them even if one is requested. Buy your drinks from the bar you're sitting in.

Delivery and timing

• Estimated times are estimates from the kitchen's prep time plus the ride. Trains, weather and a busy grill all move them.
• Be at the spot you chose. The Eats Delivery Driver will call the number on the order. If we can't find you after a reasonable effort, we will leave the order with the venue's staff where the venue permits it, and the order is considered delivered. Alcohol is never left this way.
• Kitchens set their own hours. When a kitchen is closed the site says so and does not accept orders for it.

Cancellations and refunds

Covered in full on the refunds and cancellations page. In short: cancel before the kitchen starts cooking for a full refund; once it's on the grill it's yours; if we get it wrong we make it right.

Your account

Placing an order creates a customer record keyed to your email. There is no password. Keep your email inbox secure, since order links and tip links are sent there. You're responsible for orders placed with your details; tell us immediately if you think someone else is using them.

Acceptable use

Don't place orders you don't intend to collect, don't use someone else's payment method, don't automate ordering, and don't abuse Eats Delivery Drivers, crew or venue staff. We can refuse or cancel orders and block accounts for any of that.

Partners

Kitchens and venues join by application and pay a flat monthly fee. We take no commission on any sale. Partner terms are agreed separately in writing with each partner.

Liability

The kitchen is responsible for the food: its preparation, ingredients, allergens and safety. Frostburg Eats is responsible for taking the order accurately, charging the right amount, and delivering it to the spot you chose in reasonable time. To the extent the law allows, our liability for any order is limited to the amount you paid for it. Nothing here limits liability that Maryland law does not allow us to limit.

Disputes

Email hello@frostburgeats.com first. Almost everything is a refund or a redo. These terms are governed by the laws of the State of Maryland, and any dispute that can't be resolved by talking will be heard in the courts of Allegany County, Maryland.

Changes

We update the date at the top when these change. Continuing to order after a change means you accept it.