Palatis is run by a small team in Amsterdam. Every message below is read by a person, and none of them is routed through a chatbot first.
Where to write
- Anything about cooking, your account, a bug, or an allergen flag that looks wrong — [email protected]
- Billing, invoices, refunds, VAT numbers, plan changes — [email protected]
- Your data: access, export, correction, deletion, or a question for our DPO — [email protected]
- Press, partnerships, chef collaborations, speaking, the press kit — [email protected]
Those four addresses are the whole map. If you pick the wrong one we forward it rather than bouncing it, so do not agonise.
Hours and response times
Monday to Friday, 09:00 to 18:00 Central European Time. Messages that arrive at the weekend are answered first thing Monday.
- General support: within one working day, usually the same day.
- Billing: within one working day. Double charges are refunded on sight, often before we have finished replying.
- Allergen or food-safety reports: same day, ahead of everything else, and reviewed by a dietitian before we answer.
- Privacy and data requests: acknowledged within two working days and completed within 30 days, which is the statutory ceiling and not our target.
- Accessibility barriers: acknowledged within two working days, with a fix or a dated plan within ten.
- Press: within two working days. Sooner if you tell us your deadline.
If we are going to miss one of these, we write to say so rather than going quiet.
Before you write, two shortcuts
Your invoices, your data export and the cancel button all live in Settings, and self-serve is faster than we are. The six questions we get most — allergies, logging, empty pantries, what we do with diet data, households with different diets, and whether the free tier is usable — are answered on the front page.
If you are reporting a bug, the two things that help most are the build name or screen you were on, and what you expected instead. A screenshot is worth three paragraphs.
Reporting a security problem
Send vulnerability reports to [email protected] with security in the subject line. We acknowledge within one working day, keep you updated while we fix it, and credit you publicly if you want the credit. Test only against your own account, do not exfiltrate other people's data, and give us a reasonable window before disclosure. We do not pursue researchers who act in good faith under those conditions.
What we cannot help with
Three things belong somewhere other than us. A late or wrong grocery delivery belongs to the partner who sold it — their support team can refund it and ours cannot, though we do want to hear about a pattern, because repeated complaints end a partnership. A medical or dietary question needs a clinician; we will not guess at whether a food suits your condition, and the Nutrition and Allergen Disclaimer explains why. A subscription bought inside the iOS or Android app is billed by Apple or Google, so cancellation and refunds run through them, on their timetable.
Everything else is ours. If you are not sure which pile a problem falls into, send it to [email protected] and we will either fix it or tell you exactly who can.
Postal address
- Palatis B.V.
- Keizersgracht 271
- 1016 ED Amsterdam
- Netherlands
KvK 89 214 776 · VAT NL004512882B01. Registered correspondence and anything addressed to the directors, Noor Abadi and Tomas Villasenor, should go here. It is an office, not a test kitchen or a shop, so please do not arrive unannounced with ingredients.
Press and partners
Ask [email protected] for the press kit: the logo in the formats you actually need, product screenshots at print resolution, founder photographs, and a one-page fact sheet with the numbers we are willing to stand behind. We answer questions about partner commercial terms on the record — the Affiliate Disclosure is the starting point, and we will go further if you ask a specific question.
Chefs and kitchens who want to license the palate model or contribute technique notes should write to the same address with a short note about what you cook and where. Grocers should include their delivery coverage and whether they can supply per-product ingredient data, because that is the first thing we check.
Languages
We answer in English, French, Spanish and Dutch. Write in whichever of those you prefer. If your language is not on that list, write anyway — we will translate rather than ask you to.