BakeHub Terms and Conditions

1 General Terms

1.1 Welcome to BakeHub

Thanks for choosing BakeHub! These terms and conditions explain how our platform works and what we expect from everyone who uses it. Whether you’re a bakery selling delicious treats, a customer buying them, or just browsing around, these rules apply to you.

By using BakeHub in any way – whether that’s creating an account, placing an order, listing products, or even just having a look around – you’re agreeing to follow these terms. If you don’t agree with any part of these terms, please don’t use our platform.

We know terms and conditions can be a bit dry, so we’ve tried to write these in plain English. But don’t worry – they’re still legally binding and protect both you and us under Australian law.

1.2 Who Can Use BakeHub

Age Requirements You need to be at least 18 years old to use BakeHub. This isn’t just our rule – it’s because you need to be legally able to enter into contracts under Australian law. If you’re under 18, please ask a parent or guardian to help you use our platform.

Legal Capacity You must have the legal right to agree to these terms. This means you can’t be under any legal restrictions that would prevent you from making binding agreements. If you’re not sure about this, it’s worth checking with a legal advisor.

Business Requirements If you’re registering as a bakery or planning to sell through our platform, you need to be a properly registered business in Australia. This includes having an Australian Business Number (ABN), appropriate business registration, and all the licenses and permits required to operate a food business in your state or territory.

1.3 Your Account

Creating Your Account When you sign up for BakeHub, you need to give us accurate and complete information. This includes your real name, correct contact details, and for businesses, your proper business information. We use this information to keep our platform safe and to comply with Australian laws around food safety and business operations.

One Account Per Person or Business Each person or business can only have one BakeHub account. This helps us maintain trust and prevents fraud. If we discover multiple accounts for the same person or business, we may close the additional accounts.

Keeping Your Account Secure Your account is your responsibility. This means:

• Keep your password safe and don’t share it with anyone
• Use a strong password that’s hard to guess
• Log out when you’re finished, especially on shared computers
• Let us know immediately if you think someone else has accessed your account
• Don’t let anyone else use your account, even family members or employees

If someone uses your account without permission and causes problems, you might still be held responsible. So please take account security seriously.

If Your Account Gets Compromised If you suspect someone has accessed your account without permission, contact us immediately at admin@bakehub.au. We’ll help you secure your account and investigate what happened. The sooner you tell us, the better we can help protect you and other users.

1.4 How to Behave on BakeHub

The Golden Rule Treat others on BakeHub the way you’d want to be treated. This means being honest, respectful, and fair in all your dealings.

What You Can’t Do Here’s a list of things that will get you in trouble on BakeHub:

Illegal Activities: Don’t use our platform for anything illegal under Australian law. This includes selling products you’re not licensed to sell, avoiding taxes, or breaking food safety rules.

Fraud and Deception: Don’t lie about who you are, what you’re selling, or anything else. This includes fake reviews, misleading product descriptions, or pretending to be someone you’re not.

Harassment and Abuse: Don’t harass, bully, or abuse other users. This includes offensive language, threats, discrimination, or any behavior that makes others feel unsafe.

Spam and Unwanted Contact: Don’t spam other users with unwanted messages or promotional content. Use our platform’s messaging features appropriately.

Interfering with the Platform: Don’t try to hack, disrupt, or damage our platform. This includes attempting to access areas you shouldn’t, overloading our systems, or trying to bypass our security measures.

Intellectual Property Violations: Don’t use copyrighted images, text, or other content without permission. This includes using photos from other websites or copying product descriptions from competitors.

Circumventing Our Systems: Don’t try to avoid our fees by taking transactions off-platform, or attempt to manipulate our search rankings or review systems.

1.5 Intellectual Property Rights

What BakeHub Owns We own all the technology that makes BakeHub work, including our website, mobile apps, logo, and any original content we create. You can use these while you’re on our platform, but you can’t copy them, sell them, or use them elsewhere without our permission.

What You Own You keep ownership of any content you upload to BakeHub, like product photos, descriptions, or reviews. However, by uploading content to our platform, you give us permission to use it to operate BakeHub. This includes displaying your content to other users, using it in our marketing (with your permission), and storing it on our servers.

Using Others’ Content Only upload content that you own or have permission to use. This is particularly important for photos – don’t take images from Google, other websites, or social media without permission. If you’re caught using someone else’s intellectual property without permission, we may remove your content and, in serious cases, suspend your account.

Reporting Copyright Violations If you believe someone on BakeHub is using your copyrighted content without permission, please contact us at admin@bakehub.au with details of the violation. We take intellectual property seriously and will investigate all reports.

1.6 Our Liability and Your Protection

What This Means This section explains what happens if something goes wrong on BakeHub. We’ve tried to be fair while protecting our business and complying with Australian Consumer Law.

Our Platform “As Is” We provide BakeHub as it currently exists, with all its features and any bugs or issues. While we work hard to keep everything running smoothly, we can’t guarantee that our platform will always be perfect, available 24/7, or completely error-free.

Australian Consumer Law Protections Nothing in these terms overrides your rights under Australian Consumer Law. You have certain guaranteed rights when purchasing goods and services, and these terms don’t change that. If you’re a consumer, you may be entitled to refunds, repairs, or replacements in certain circumstances, regardless of what these terms say.

Limits on Our Liability Where Australian law allows, we limit our liability for problems that might arise from using BakeHub. This means:

• We’re not responsible for indirect damages like lost profits or business opportunities
• Our total liability to you for any issue is limited to the amount you’ve paid us in the 12 months before the problem occurred
• We’re not liable for problems caused by third parties, including bakeries, delivery services, or payment processors

When We’re Still Responsible These liability limits don’t apply when:

• Australian law says they can’t apply
• We’ve been negligent or acted in bad faith
• We’ve breached a consumer guarantee under Australian Consumer Law

Your Responsibility to Us If your actions on BakeHub cause us problems (like legal action from someone else), you agree to cover our costs and damages. This is called indemnification. For example, if you upload copyrighted content without permission and the owner sues us, you’d be responsible for our legal costs.

1.7 Resolving Disputes

Talk to Us First If you have a problem with BakeHub, please contact us first before taking any legal action. Most issues can be resolved through direct communication. Email us at admin@bakehub.au and give us a fair chance to fix the problem.

Australian Law Applies These terms are governed by Australian law, specifically the laws of [State/Territory where your business is registered]. Any legal disputes will be resolved in the courts of that jurisdiction.

Mediation and Arbitration For disputes that can’t be resolved through direct communication, we encourage mediation through a recognized Australian mediation service. This is often faster and cheaper than going to court.

Class Actions If you have a dispute with us, you agree to resolve it individually rather than as part of a class action lawsuit. This doesn’t affect your rights under Australian Consumer Law for consumer guarantees.

Time Limits Any legal action relating to these terms must be started within one year of the issue arising, except where Australian law requires a longer period.

1.8 Changes and Ending Your Relationship with BakeHub

Changing These Terms We may need to update these terms from time to time to reflect changes in our business, new features, or legal requirements. When we make significant changes, we’ll notify you by email and give you at least 30 days’ notice before the changes take effect.

If you don’t agree with the changes, you can close your account before they take effect. If you continue using BakeHub after the changes come in, you’re agreeing to the new terms.

Closing Your Account You can close your account at any time by contacting us at admin@bakehub.au. We’ll help you download any important data and will close your account within a reasonable timeframe.

When We Might Close Your Account We may suspend or close your account if:

• You seriously or repeatedly break these terms
• You engage in illegal activity on our platform
• We’re required to do so by law
• Your account has been inactive for more than 2 years

Before closing your account for rule violations, we’ll usually give you a warning and a chance to fix the problem. However, for serious violations (like fraud or harassment), we may close accounts immediately.

What Happens to Existing Orders If either you or we close your account, any existing orders will still need to be completed according to these terms. Bakeries must fulfill confirmed orders, and customers must pay for orders they’ve placed.

After Account Closure Some parts of these terms continue to apply even after your account is closed, including our liability limits, your indemnification obligations, and any payment obligations you have.

2 Key Definitions

To make sure everyone understands these terms the same way, here’s what we mean by key terms:

“BakeHub,” “we,” “us,” or “our” means [Company Name] ABN [ABN Number], the Australian company that operates the BakeHub platform.

“Platform” or “Service” means the BakeHub website, mobile apps, and any related services we provide.

“Bakery,” “Vendor,” or “Seller” means any registered business that lists and sells baked goods through BakeHub. This includes traditional bakeries, home-based food businesses, cafes, and any other business selling baked products on our platform.

“Customer” or “Buyer” means any person who purchases products through BakeHub, whether they have an account or not.

“Supplier” means businesses that will supply ingredients, equipment, or other products to Bakeries through our platform (this feature is coming soon).

“Order” means a purchase transaction that happens through BakeHub, from the moment a customer confirms their purchase until the order is complete.

“Listing” means a product or service that a Bakery advertises on BakeHub, including all the photos, descriptions, pricing, and availability information.

“User” means anyone who uses BakeHub in any way, including Bakeries, Customers, and visitors to our platform.

“Content” means any text, images, videos, or other material uploaded to or displayed on BakeHub.

“Australian Consumer Law” means the consumer protection provisions in the Competition and Consumer Act 2010 (Commonwealth) and similar state and territory legislation.

3 Terms for Bakeries and Vendors

3.1 Getting Set Up as a Bakery

Registration Requirements To sell on BakeHub, you need to be a legitimate food business operating in Australia. This means you must have:

Business Registration: A registered business name or company with an Australian Business Number (ABN). If you’re a sole trader, you’ll need to register for an ABN with the Australian Taxation Office.

Food Business License: A valid food business license or registration with your local council or state food authority. Different states have different requirements, so make sure you comply with the rules where you operate.

Food Safety Certification: Depending on your location and the type of food you produce, you may need food safety certification or training. This might include food handling certificates for you and your staff.

Insurance: We strongly recommend (and may require) that you have appropriate business insurance, including public liability insurance and product liability coverage. This protects both you and your customers if something goes wrong.

Health and Safety Compliance: You must comply with all relevant health and safety regulations for food businesses in your area. This includes regular inspections and maintaining proper hygiene standards.

Verification Process Before you can start selling, we’ll verify your business credentials. This process helps keep our platform safe and trustworthy. You’ll need to provide:

• Proof of business registration
• Copies of relevant licenses and permits
• Identity verification for business owners
• Bank account details for payments

This verification can take 1-3 business days. We know you’re eager to start selling, but please be patient while we make sure everything is in order.

3.2 Creating and Managing Your Product Listings

Accurate Product Information Your product listings are your shopfront on BakeHub, so make them count! But more importantly, they must be accurate and honest. Here’s what you need to include:

Product Descriptions: Write clear, detailed descriptions of what you’re selling. Include key information like size, weight, ingredients, and any special features. Don’t exaggerate or make claims you can’t back up.

Pricing: Your prices must be clear and include any mandatory costs. If you charge extra for special packaging or specific delivery options, make this clear upfront. All prices should include GST where applicable.

Ingredients and Allergens: You must list all ingredients and clearly identify common allergens (like nuts, dairy, gluten, eggs). This isn’t just good customer service – it’s a legal requirement under Australian food labeling laws and could save someone’s life.

Availability and Lead Times: Be honest about how long it takes to make your products and when you’re available. If you need 24 hours’ notice for custom orders, say so. If you’re closed on Mondays, make sure your availability reflects this.

Photo Requirements Good photos sell products, but they must accurately represent what you’re selling:

• Use high-quality, clear photos that show your products accurately
• Photos must be your own or used with permission
• Show the actual size and appearance of your products
• Update photos if your products change

Keeping Listings Current You’re responsible for keeping your listings up to date. This includes:

• Updating availability and stock levels
• Changing prices when needed
• Removing or pausing listings for products you can’t make
• Updating ingredients or allergen information if recipes change

3.3 Managing Orders

Order Acceptance When a customer places an order, you have a limited time to accept or decline it. Generally, this is 2 hours during your business hours, or by 9 AM the next business day for orders placed outside business hours. If you don’t respond within this timeframe, the order may be automatically cancelled.

You can only decline orders for legitimate reasons, such as:

• Running out of ingredients unexpectedly
• Equipment breakdown
• Already being at capacity for your production schedule
• The customer’s requirements being outside your normal service area

You cannot decline orders because you don’t like the customer, want to charge a different price, or for any discriminatory reasons.

Communication with Customers Good communication is key to happy customers and successful orders. You should:

• Confirm orders promptly and provide realistic completion times
• Update customers if there are any delays or changes
• Be responsive to questions and concerns
• Maintain a professional and friendly tone in all communications

Order Modifications Sometimes customers want to change their orders, and sometimes you need to suggest changes. Handle these situations transparently:

• Any changes to price, quantity, or delivery time must be agreed to by the customer
• If you need to make substitutions (like a different type of flour), explain why and get approval
• Document any changes through BakeHub’s messaging system

If Something Goes Wrong Sometimes orders don’t go as planned. Here’s how to handle common issues:

Production Problems: If you can’t complete an order due to equipment failure, ingredient shortage, or other issues, contact the customer immediately and offer solutions like a partial refund or rescheduling.

Quality Issues: If a product doesn’t meet your usual standards, don’t send it out. Contact the customer to explain the situation and offer alternatives.

Delivery Problems: If there are issues with delivery (weather, transport problems, incorrect addresses), communicate with the customer and work together to find a solution.

3.4 Pricing, Payments, and Fees

How Pricing Works You set your own prices on BakeHub, but they must be fair and comply with Australian Consumer Law. Your prices should:

• Reflect the true cost of your products
• Include all mandatory charges (like GST)
• Be consistent with what you advertise elsewhere
• Not discriminate between different customers unfairly

BakeHub’s Commission We charge a commission on each sale to cover the costs of running the platform, payment processing, and customer support. Our current commission rate is 4% of the total order value (including delivery fees if applicable).

This commission is automatically deducted from your payment, so you don’t need to calculate it separately. You’ll see a clear breakdown of commission and fees in your payment notifications and monthly statements.

When You Get Paid We process payments to bakeries weekly, usually on Friday. Your payment will include all completed orders from the previous week, minus any applicable fees and commissions.

Payments are made to the bank account you provided during registration. Make sure your bank details are always current – we can’t be responsible for payments sent to incorrect accounts.

Refunds and Chargebacks Sometimes customers request refunds, either through us or directly through their bank (called a chargeback). When this happens:

• We’ll investigate the situation and try to resolve it fairly
• If a refund is warranted, it will be deducted from your next payment
• You’ll have the opportunity to provide your side of the story
• Frequent refunds or chargebacks may affect your ability to sell on BakeHub

Tax Responsibilities You’re responsible for all tax obligations related to your sales on BakeHub. This includes:

• Registering for and paying GST if your annual turnover exceeds the threshold
• Keeping proper records of all sales and expenses
• Declaring your BakeHub income in your tax returns
• Paying any state or territory taxes that apply to your business

We’ll provide you with reports to help with your tax obligations, but you should consult with an accountant or tax advisor to make sure you’re complying with all requirements.

3.5 Quality Standards and Food Safety

Our Quality Expectations BakeHub customers expect high-quality, delicious baked goods, and it’s your responsibility to deliver them. This means:

Consistent Quality: Your products should be consistent in taste, appearance, and quality every time you make them.

Fresh Products: Only sell products that are fresh and safe to eat. Don’t sell items that are past their best or have been sitting around too long.

Professional Presentation: Package your products appropriately and present them in a way that reflects well on both you and BakeHub.

Food Safety Requirements Food safety isn’t just important – it’s legally required. You must:

Follow HACCP Principles: Implement Hazard Analysis and Critical Control Points (HACCP) principles appropriate to your operation size and complexity.

Maintain Proper Temperatures: Keep cold products cold and hot products hot. Use proper storage and transport methods to maintain food safety.

Personal Hygiene: You and any staff must maintain high standards of personal hygiene when handling food.

Clean Work Environment: Keep your production area clean and sanitized according to food safety standards.

Proper Storage: Store ingredients and finished products properly to prevent contamination and spoilage.

Record Keeping: Keep records of your food safety practices, including temperature logs, cleaning schedules, and supplier information.

Allergen Management Managing allergens is crucial for customer safety:

• Understand and identify the major allergens in your products
• Prevent cross-contamination during production and storage
• Clearly label products with allergen information
• Train staff on allergen management if you have employees
• Have procedures in place for handling allergen-related customer inquiries

Health Department Compliance You must comply with all health department requirements in your area. This includes:

• Allowing inspections when required
• Maintaining all required permits and licenses
• Following any specific requirements for your type of food business
• Reporting any foodborne illness incidents if required

3.6 Delivery and Fulfillment

Delivery Areas and Restrictions You define your own delivery area based on where you can reasonably deliver fresh products. Consider factors like:

• Travel time and distance
• Maintaining product quality during transport
• Cost-effectiveness of delivery
• Your available delivery resources

Be realistic about your delivery area – it’s better to do a smaller area well than to overextend and disappoint customers.

Packaging Standards Proper packaging protects your products and creates a good impression:

Food Safety: Use food-safe packaging materials that won’t contaminate your products.

Product Protection: Package items so they won’t be damaged during transport. This might mean special containers for delicate items or insulation for temperature-sensitive products.

Professional Appearance: Your packaging represents your brand. Make sure it looks professional and creates a positive unboxing experience.

Environmental Considerations: Where possible, use environmentally friendly packaging. Many customers appreciate businesses that consider their environmental impact.

Labeling: Include proper labeling with your business name, product name, ingredients, allergen information, and use-by dates where required.

Delivery Timing Reliable delivery timing is crucial for customer satisfaction:

Realistic Timeframes: Only promise delivery times you can actually meet. Consider production time, delivery time, and any potential delays.

Communication: Keep customers informed about their delivery status. If there are delays, let them know as soon as possible.

Delivery Windows: Offer specific delivery windows when possible, rather than just “sometime today.”

Handling Delivery Issues Despite best efforts, sometimes deliveries go wrong. Here’s how to handle common problems:

Wrong Address: If a customer provides an incorrect address, contact them immediately to arrange delivery to the correct location. You may charge reasonable additional delivery fees for the extra trip.

Customer Not Available: If a customer isn’t available for delivery, try to contact them. You might leave the order in a safe place if appropriate, or arrange a new delivery time.

Weather Problems: Severe weather can make delivery unsafe or impossible. In these cases, contact affected customers to reschedule deliveries.

Traffic and Transport Issues: Build some buffer time into your delivery schedule to account for unexpected delays.

3.7 Performance and Reviews

How We Measure Performance We track several metrics to ensure BakeHub maintains high standards:

Order Fulfillment Rate: The percentage of accepted orders that you complete successfully.

On-Time Delivery: How often you deliver orders within the promised timeframe.

Customer Satisfaction: Based on customer reviews and ratings.

Response Time: How quickly you respond to new orders and customer messages.

Cancellation Rate: How often you need to cancel orders after accepting them.

Customer Reviews and Ratings Customer reviews are important for your business and for maintaining trust on BakeHub:

Encouraging Reviews: You can encourage satisfied customers to leave reviews, but you cannot offer incentives or pressure customers to leave positive reviews.

Responding to Reviews: You can respond to customer reviews professionally and constructively. Use negative reviews as an opportunity to improve and show other customers that you care about their experience.

Fake Reviews: Don’t create fake reviews or ask friends and family to leave reviews if they haven’t actually purchased from you. This is fraud and will result in account suspension.

Review Disputes: If you believe a review is unfair or fake, you can contact us at admin@bakehub.au to request a review of the situation.

Performance Improvement If your performance metrics fall below our standards, we’ll work with you to improve:

Performance Notices: We’ll notify you if there are concerns about your performance and provide specific areas for improvement.

Improvement Plans: We may work with you to develop a plan to address performance issues.

Support and Training: We’ll provide resources and support to help you improve.

Account Restrictions: In serious cases, we may restrict your account until performance improves.

3.8 Account Issues and Termination

Voluntary Account Closure You can close your BakeHub account at any time by contacting us at admin@bakehub.au. When closing your account:

• Complete any pending orders first
• Provide reasonable notice to avoid disappointing customers
• Settle any outstanding payments or fees
• Download any important data before closure

When We Might Restrict or Close Your Account We may restrict or close your account if:

Serious Rule Violations: Fraud, harassment, illegal activity, or other serious breaches of these terms.

Repeated Minor Violations: Consistently poor performance, frequent order cancellations, or ongoing customer complaints.

Food Safety Issues: Confirmed food safety violations or practices that put customers at risk.

Legal Requirements: If required by law enforcement or health authorities.

Business Closure: If your business license is revoked or you’re no longer legally able to operate.

Account Restriction Process Before closing your account, we’ll usually:

• Give you a warning and explain the problem
• Provide an opportunity to fix the issue
• Work with you on an improvement plan if appropriate
• Only close accounts as a last resort

However, for serious violations (like fraud or food safety issues), we may suspend accounts immediately to protect other users.

Final Payments and Data When your account closes:

• We’ll process final payments for completed orders
• You can download your order history and customer data
• We’ll retain some records as required by law
• You’re still responsible for any outstanding orders or obligations

4 Terms for Customers

4.1 How Ordering Works

Browsing and Selecting Products BakeHub makes it easy to find delicious baked goods from local bakeries. When you’re browsing:

• Product information comes directly from each bakery, including descriptions, ingredients, and allergen information
• Prices include GST where applicable
• Delivery areas and timeframes are set by individual bakeries
• Photos should accurately represent the products you’ll receive

Adding Items to Your Cart You can add multiple items from one or more bakeries to your cart. Keep in mind:

• Items from different bakeries may have different delivery times and fees
• Some products may require advance notice or have limited availability
• Custom orders or special requests should be discussed with the bakery before placing your order

Placing Your Order When you’re ready to order:

1. Review your cart carefully, including quantities, delivery details, and special instructions
2. Choose your preferred delivery time (if options are available)
3. Provide accurate delivery information
4. Complete payment through our secure payment system
5. You’ll receive an order confirmation with all the details

Order Confirmation and Changes Once you place an order:

• You’ll receive an email confirmation with your order details
• The bakery has a limited time to accept your order (usually 2 hours during business hours)
• If the bakery can’t fulfill your order, you’ll be notified and receive a full refund

Changes to confirmed orders must be agreed to by both you and the bakery

4.2 Payment and Pricing

Payment Methods We accept several payment methods to make purchasing convenient:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Buy now, pay later services (where available)
• Other digital payment methods as we add them

All payments are processed securely through our payment partners, and we don’t store your full payment details on our servers.

Pricing and Fees Product Prices: Set by individual bakeries and include GST where applicable. Prices may vary between bakeries for similar products.

Delivery Fees: May apply depending on the bakery and your location. Delivery fees will be clearly shown before you complete your order.

Service Fees: We may charge small service fees to help cover platform costs. Any fees will be clearly displayed during checkout.

Price Changes: Bakeries may change their prices at any time, but price changes won’t affect orders you’ve already placed and confirmed.

Payment Timing Your payment is processed when you place your order, not when it’s delivered. This helps bakeries manage their cash flow and ensures orders are genuine. If your order is cancelled for any reason, you’ll receive a full refund.

GST and Tax Receipts GST is included in product prices where applicable. You can download tax receipts for your orders from your account dashboard. If you need a formal tax invoice for business purposes, contact the bakery directly – they’re responsible for providing proper tax invoices.

4.3 Delivery and Pickup

Delivery Areas Each bakery sets its own delivery area based on where they can deliver fresh products efficiently. When browsing:

• Only bakeries that deliver to your area will show delivery options
• Delivery areas may vary between different bakeries
• Some bakeries may offer extended delivery areas for larger orders

Delivery Scheduling Delivery timing depends on several factors:

• How long the bakery needs to prepare your order
• The bakery’s delivery schedule
• Your location within their delivery area
• Time of day and day of week you’re ordering

Standard Delivery: Most orders are delivered within 24-48 hours of confirmation.

Same-Day Delivery: May be available for some products if you order early enough in the day.

Scheduled Delivery: Some bakeries allow you to schedule delivery for a specific day and time in advance.

Being Available for Delivery When your order is out for delivery:

• Make sure someone is available at the delivery address
• Check that your contact details are correct so the delivery person can reach you
• If you can’t be available, consider having the order delivered to a workplace or friend’s house
• Some bakeries may leave orders in safe places if you’re not available, but this varies

Pickup Options Some bakeries offer pickup as an alternative to delivery:

• Pickup details (address, hours, instructions) will be provided when you choose this option
• Make sure to pick up your order during the bakery’s specified hours
• Bring identification if picking up on behalf of someone else
• Follow any specific pickup instructions provided by the bakery

Delivery Issues If there are problems with your delivery:

Wrong Address: If you provided an incorrect address, you may need to pay additional delivery fees for redelivery to the correct location.

Missed Delivery: If you’re not available for delivery, the bakery will try to contact you. Depending on the type of products and the bakery’s policy, they may:

• Leave items in a safe place
• Arrange a new delivery time
• Ask you to pick up the order
• In some cases, you may forfeit perishable items

Damaged Products: If your order arrives damaged, contact the bakery immediately. Most bakeries will offer a replacement or refund for damaged items.

Late Delivery: If your order is significantly late, contact the bakery first. If you can’t resolve the issue with them, contact us at support@bakehub.au.

4.4 Returns, Refunds, and Cancellations

Your Rights Under Australian Consumer Law You have guaranteed rights under Australian Consumer Law when purchasing goods through BakeHub. These rights include:

• Products must be of acceptable quality
• Products must match their description
• Products must be fit for their intended purpose
• You’re entitled to a remedy if products fail to meet these guarantees

Cancelling Orders Before the Bakery Accepts: You can cancel your order without penalty if the bakery hasn’t accepted it yet.

After Acceptance: Once a bakery accepts your order, cancellation depends on their policy and how far along the production process they are. You may be charged for ingredients already purchased or work already completed.

Custom Orders: Special or custom orders typically can’t be cancelled once production begins, as they can’t be sold to other customers.

When Refunds Apply You may be entitled to a full or partial refund if:

• The bakery can’t fulfill your order
• Products don’t match their description
• Products are damaged or spoiled upon delivery
• Products contain allergens not disclosed in the listing
• The delivery is significantly late without reasonable excuse

Refund Process To request a refund:

1. Contact the bakery first to try to resolve the issue
2. If you can’t reach an agreement, contact us at support@bakehub.au
3. We’ll investigate the situation and mediate between you and the bakery
4. Refunds are processed back to your original payment method within 5-10 business days

Quality Guarantees While we don’t make the products ourselves, we expect all bakeries to maintain high standards. If you receive products that are:

• Significantly different from their description
• Poor quality or spoiled
• Unsafe to eat

Contact us immediately. We’ll work with the bakery to resolve the issue and may offer refunds or account credits where appropriate.

What’s Not Covered Refunds generally aren’t available for:

• Change of mind (unless the bakery specifically offers this)
• Products you don’t like the taste of (food preferences are subjective)
• Orders you forgot about or no longer need
• Minor variations in appearance from photos (handmade products naturally vary)
• Issues caused by providing incorrect delivery information

4.5 Your Responsibilities as a Customer

Providing Accurate Information To ensure smooth orders and deliveries:

• Provide your correct name and contact details
• Give accurate delivery addresses with clear instructions
• Inform us of any access issues (apartment building codes, gates, etc.)
• Update your account information if your details change

Allergen and Dietary Requirements Your safety is important to us, but ultimately it’s your responsibility to:

• Read ingredient lists and allergen information carefully
• Contact bakeries directly if you have specific allergen concerns
• Inform bakeries of severe allergies when placing orders
• Don’t rely solely on categories like “gluten-free” – always check ingredients
• Understand that cross-contamination can occur in commercial kitchens

Communication with Bakeries When messaging bakeries through our platform:

• Be polite and respectful in all communications
• Provide clear information about your requirements
• Respond promptly to questions about your order
• Keep communications relevant to your order

Payment Obligations

• Ensure you have sufficient funds when placing orders
• Don’t dispute legitimate charges with your bank
• Contact us about billing issues before contacting your bank
• Pay any additional fees that may apply (like redelivery fees for incorrect addresses)

Using Reviews Responsibly Customer reviews help other buyers and help bakeries improve:

• Only review products you’ve actually purchased and received
• Be honest and fair in your reviews
• Focus on the product quality, service, and delivery experience
• Don’t use reviews to make personal attacks or complaints unrelated to your order

Contact bakeries directly about issues before leaving negative reviews

4.6 Special Situations

Ordering for Others You can place orders for delivery to other people (like gifts), but:

• Make sure the recipient will be available for delivery
• Provide accurate contact details for the recipient
• Inform them about any allergens in the products
• You’re still responsible for payment and any issues with the order

Business Orders If you’re ordering for your business:

• Make sure you have authority to place orders on behalf of your company
• Provide accurate business delivery addresses and contact details
• You may be able to get tax invoices directly from bakeries for business expenses
• Large or regular orders may qualify for special arrangements with individual bakeries

Special Events and Large Orders For large orders or special events:

• Contact bakeries well in advance to discuss requirements
• Confirm delivery arrangements and timing
• Consider ordering from multiple bakeries to spread risk
• Understand that large orders may have different cancellation and refund policies

Subscription and Repeat Orders Some bakeries may offer subscription services or regular delivery arrangements:

• These arrangements are directly between you and the bakery
• Payment and delivery terms may differ from standard orders
• Cancellation policies for subscriptions will be set by individual bakeries
• Contact the bakery directly to manage subscription orders

5 Supplier Terms

(Implementation Planned – Framework Reserved)

5.1 Coming Soon: Supplier Marketplace

We’re planning to add a supplier marketplace where businesses can sell ingredients, equipment, and other products to our network of bakeries. This will create a complete ecosystem for the Australian baking industry.

What We’re Planning

• Ingredient suppliers (flour, sugar, specialty items)
• Equipment suppliers (ovens, mixers, packaging)
• Service providers (maintenance, cleaning, consulting)
• B2B payment and invoicing systems
• Bulk ordering and delivery coordination

Registration of Interest If you’re interested in becoming a supplier when this feature launches, please contact us at admin@bakehub.au with “Supplier Interest” in the subject line.

Terms and Conditions When we launch the supplier marketplace, we’ll add comprehensive terms and conditions covering:

• Supplier registration and verification requirements
• Product catalog management and standards
• B2B transaction processing and payment terms
• Relationship management between suppliers and bakeries
• Wholesale pricing structures and volume discounts
• Commercial delivery and logistics arrangements

These terms will be added to this document and all users will be notified when they become available.

6 Privacy Policy

6.1 Introduction to Our Privacy Practices

Your privacy is important to us, and we’re committed to protecting your personal information in accordance with Australian privacy laws, including the Privacy Act 1988 and the Australian Privacy Principles.

This privacy policy explains how we collect, use, store, and protect your personal information when you use BakeHub. It also explains your rights and how to contact us about privacy matters.

By using BakeHub, you agree to the collection and use of your personal information as described in this policy.

6.2 What Information We Collect

Information You Give Us Directly When you create an account or use BakeHub, you may provide us with:

Personal Details: Name, email address, phone number, date of birth, and any other information you choose to provide in your profile.

Address Information: Home, business, or delivery addresses, including specific delivery instructions.

Payment Information: Credit card details, PayPal account information, or other payment method details. Note that we don’t store complete credit card numbers – these are securely processed by our payment partners.

Business Information: For bakeries, this includes business name, ABN, business address, bank account details, and any licenses or certifications you upload.

Communication Content: Messages you send through our platform, reviews you write, and any other content you create on BakeHub.

Information We Collect Automatically When you use BakeHub, we automatically collect certain information:

Device Information: Type of device, operating system, browser type, and unique device identifiers.

Usage Information: How you use our platform, including pages visited, features used, search terms, and time spent on different sections.

Location Information: With your permission, we may collect precise location data to help with delivery services and to show you nearby bakeries.

Technical Information: IP address, cookie data, log files, and other technical information about how you access our services.

Information from Third Parties We may receive information about you from:

Payment Processors: Transaction details and payment verification information.

Social Media: If you sign up using social media accounts, we may receive basic profile information.

Business Verification Services: For bakeries, we may use third-party services to verify business registration and licensing information.

Marketing Partners: With your consent, we may receive information from marketing partners to improve our services.

6.3 How We Use Your Information

To Provide Our Services We use your information to:

• Create and manage your account
• Process orders and payments
• Facilitate communication between customers and bakeries
• Provide customer support
• Verify business credentials for bakeries
• Improve our platform based on usage patterns

To Keep Our Platform Safe We use information to:

• Prevent fraud and abuse
• Verify user identities
• Investigate and resolve disputes
• Comply with legal obligations
• Protect intellectual property rights

To Communicate with You We may use your contact information to:

• Send order confirmations and updates
• Notify you about account changes or security issues
• Provide customer support
• Send promotional emails (with your consent)
• Conduct surveys or research (with your consent)

To Improve Our Services We analyze usage data to:

• Understand how people use BakeHub
• Develop new features and improvements
• Optimize our platform performance
• Conduct research and analytics

Marketing and Promotions With your consent, we may use your information to:

• Send you promotional emails about special offers
• Show you targeted advertisements
• Recommend products or bakeries you might like
• Invite you to participate in marketing campaigns

You can opt out of marketing communications at any time using the unsubscribe links in our emails or by contacting us.

6.4 When We Share Your Information

With Bakeries and Customers To facilitate orders, we share:

• Customer contact and delivery information with bakeries for confirmed orders
• Basic bakery information with customers (business name, location, contact details)
• Order details necessary for fulfillment and delivery

With Service Providers We work with trusted third-party providers who help us operate BakeHub:

• Payment processors for secure transaction handling
• Cloud hosting providers for data storage and platform operation
• Email service providers for communications
• Analytics providers to understand platform usage
• Customer service tools to provide support

All service providers are required to protect your information and use it only for the specific services they provide to us.

For Legal Reasons We may disclose your information if:

• Required by Australian law or legal process
• Necessary to respond to lawful requests from government authorities
• Needed to protect our rights, property, or safety, or that of our users
• Required to investigate fraud, security issues, or violations of our terms

Business Transfers If BakeHub is sold, merged, or transferred to another company, your information may be transferred as part of that transaction. We’ll notify you of any such transfer and any changes to how your information is handled.

With Your Consent We may share your information in other situations with your explicit consent, such as:

• Featuring your reviews or photos in marketing materials
• Sharing success stories (with identifying details removed or with permission)

Participating in research studies

6.5 How We Protect Your Information

Security Measures We implement various security measures to protect your personal information:

Encryption: We use SSL encryption to protect data transmitted between your device and our servers.

Secure Storage: Personal information is stored on secure servers with restricted access.

Access Controls: Only authorized personnel can access personal information, and only when necessary for their job functions.

Regular Updates: We regularly update our security systems and practices to address new threats.

Payment Security: We use PCI DSS compliant payment processors and don’t store complete credit card numbers on our systems.

Data Backup: We maintain secure backups of important data to prevent loss.

Employee Training: Our staff are trained on privacy and security practices.

What You Can Do You can help protect your information by:

• Using a strong, unique password for your BakeHub account
• Not sharing your account credentials with others
• Logging out when finished, especially on shared devices
• Keeping your contact information up to date
• Reporting any suspicious activity on your account

Data Breaches In the unlikely event of a data breach that poses a risk to your personal information, we will:

• Take immediate steps to secure our systems
• Notify you and relevant authorities as required by law
• Provide clear information about what happened and what we’re doing about it
• Offer support and guidance on steps you can take to protect yourself

6.6 Your Privacy Rights and Choices

Under Australian privacy law, you have several rights regarding your personal information:

Access Rights You can request access to the personal information we hold about you. This includes:

• What information we have
• How we collected it
• How we use it
• Who we’ve shared it with

To access your information, contact us at admin@bakehub.au with your request. We’ll provide this information within 30 days unless there are exceptional circumstances.

Correction Rights If your personal information is inaccurate, out of date, or incomplete, you can ask us to correct it. You can update most information directly through your account settings, or contact us for assistance.

Deletion Rights You can request that we delete your personal information in certain circumstances:

• The information is no longer needed for the original purpose
• You withdraw consent (where consent was the basis for collection)
• The information has been unlawfully collected or used
• Deletion is required by law

Note that we may need to keep some information for legal or business reasons even after you request deletion.

Opt-Out Rights You can opt out of:

• Marketing emails (using unsubscribe links or contacting us)
• Targeted advertising (through your account settings)
• Location tracking (through your device settings)
• Certain data collection practices

Data Portability In some circumstances, you can request a copy of your personal information in a portable format, or ask us to transfer it to another service provider.

Making Privacy Requests To exercise any of these rights:

1. Contact us at admin@bakehub.au with your request
2. Provide enough information for us to verify your identity
3. Specify what information or action you’re requesting
4. We’ll respond within 30 days with next steps or the requested information

There’s usually no charge for these requests unless they’re excessive or unreasonable.

6.7 Cookies and Similar Technologies

What Are Cookies Cookies are small files stored on your device when you visit websites. They help websites remember your preferences and improve your experience.

How We Use Cookies We use cookies and similar technologies for:

Essential Functions: Keeping you logged in, remembering your shopping cart, and ensuring security.

Performance Analytics: Understanding how people use our platform to identify improvements.

Personalization: Remembering your preferences and customizing your experience.

Advertising: With your consent, showing you relevant advertisements and measuring their effectiveness.

Managing Cookies You can control cookies through:

• Your browser settings (to block or delete cookies)
• Our cookie preferences center (to choose which types of cookies to allow)
• Opting out of advertising cookies through industry opt-out tools

Note that blocking essential cookies may affect how BakeHub works for you.

6.8 Children’s Privacy

BakeHub is not intended for children under 18, and we don’t knowingly collect personal information from children under 18. If you’re under 18, please ask a parent or guardian to help you use our platform.

If we discover that we’ve collected personal information from a child under 18 without proper consent, we’ll delete that information promptly.

Parents and guardians can contact us at admin@bakehub.au if they believe their child has provided personal information to us inappropriately.

6.9 International Data Transfers

While BakeHub operates in Australia, some of our service providers may store or process data overseas. When this happens:

• We ensure adequate protection through contractual safeguards
• We comply with Australian privacy law requirements for overseas transfers
• We’ll notify you if there are any significant changes to where your data is processed

6.10 Changes to This Privacy Policy

We may update this privacy policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make significant changes:

• We’ll notify you by email or through our platform
• We’ll provide at least 30 days’ notice before changes take effect
• We’ll explain what’s changing and why

Continued use of BakeHub after changes take effect means you accept the updated policy.

6.11 Privacy Contact Information

For General Privacy Questions Email: admin@bakehub.au Subject line: “Privacy Inquiry”

For Privacy Complaints If you’re not satisfied with how we’ve handled your privacy concerns, you can:

1. Contact us first at admin@bakehub.au to try to resolve the issue
2. Contact the Office of the Australian Information Commissioner (OAIC):
• Phone: 1300 363 992
• Website: www.oaic.gov.au
• Email: enquiries@oaic.gov.au

The OAIC is Australia’s privacy regulator and can investigate privacy complaints and provide guidance on privacy rights.

7 How to Contact Us

7.1 Getting Support

For Technical Issues and General Support If you’re having trouble with the BakeHub platform, need help with your account, or have questions about how to use our services:

Email: support@bakehub.au
Response Time: We aim to respond to support requests within 24 hours during business days
What to Include:

• Your account email address
• A clear description of the issue
• Any error messages you’re seeing
• Screenshots if they help explain the problem

7.2 Management and Policy Issues

For Serious Issues, Disputes, and Policy Matters If you need to escalate an issue, have concerns about our terms and conditions, privacy policy, or need a management response:

Email: admin@bakehub.au
Response Time: We aim to respond to management inquiries within 2-3 business days
Appropriate Issues:

• Disputes between customers and bakeries that can’t be resolved directly
• Concerns about food safety or business practices
• Privacy complaints or data protection issues
• Intellectual property concerns
• Account suspension or termination appeals
• Legal notices or compliance matters
• Feedback about our policies or terms

7.3 What Information to Include

For Any Contact To help us assist you quickly and effectively, please include:

• Your full name and account email address
• Order numbers if your inquiry relates to specific orders
• Clear description of your issue or question
• Any relevant screenshots, photos, or documentation
• Your preferred resolution or what outcome you’re looking for

7.4 Response Times and Escalation

Our Commitment

• Support issues: 24 hours during business days
• Management issues: 2-3 business days
• Complex investigations: Up to 5 business days
• We’ll acknowledge receipt of your email and provide updates if resolution takes longer

If You’re Not Satisfied If you’re not happy with our response:

1. Reply to our email explaining why you’re not satisfied
2. Ask for escalation to a senior team member
3. For privacy issues, you can contact the Office of the Australian Information Commissioner
4. For consumer issues, you can contact your state’s fair trading authority

7.5 Business Hours and Location

Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (AEST/AEDT)
Location: We’re based in Australia and operate under Australian law

After Hours While we check emails outside business hours, our formal response times apply to business days only. For urgent food safety or security issues, clearly mark your email as “URGENT” and we’ll do our best to respond quickly.

8 Final Note

These terms and conditions are effective as of [Date] and apply to all use of BakeHub. We’ve tried to make them as clear and comprehensive as possible, but if you have any questions about anything covered here, please don’t hesitate to contact us.

Thank you for being part of the BakeHub community. We’re excited to help connect amazing bakeries with customers who appreciate quality baked goods!