Terms &
Conditions

1. Intro & Definitions

Kindle Kitchen (“Platform”) is an online marketplace connecting Customers and Vendors (bakers, caterers, food creators).

Vendors are independent. Kindle Kitchen is not a food provider or delivery service.

2. User Agreement

By registering, you accept these Terms and our Privacy Policy.

You must provide truthful, accurate information and notify us of any changes.

3. Account & Eligibility

You must be 18+ to register.

Vendors must provide valid ID and South African bank details.

You are responsible for account security; unauthorized use must be reported immediately.

4. Vendor Obligations

Hygiene: Comply with South African food safety and hygiene laws. Maintain clean preparation and storage areas.

Delivery/Pickup: Meet agreed times. Notify Customers in advance of any delays.

Accuracy: Deliver exactly what was ordered. Wrong or missing items must be reported by the Customer within 24 hours.

Customer Communication: Be responsive and helpful via in-app chat.

Photos: Upload clear product images and keep the availability calendar accurate.

Prohibited Items: Do not list unsafe or restricted items (e.g., raw foods, allergens without labeling).

R638 Compliance & Certificate of Acceptability: Kindle Kitchen is a marketplace and does not sell food directly to customers. Vendors are solely responsible for ensuring their food business complies with all applicable South African food safety legislation, including the Regulations Governing General Hygiene Requirements for Food Premises and the Transport of Food (R638). View the Full Clause Here.

5. Payments, TradeSafe Escrow, Disputes, Refunds & Indemnity

5.1 Role of TradeSafe (Escrow Payment Protection)

All payments made through the Kindle Kitchen Platform are processed and held securely via TradeSafe, a third-party escrow and payment protection service.

TradeSafe acts as a neutral intermediary that safeguards Buyer funds until delivery has occurred and any applicable dispute window has passed. Funds are only released once the conditions of the transaction are deemed fulfilled in accordance with these Terms.

By using the Platform, Buyers and Vendors expressly consent to the use of TradeSafe for holding, managing, and releasing funds.

5.2 Payment Structure – Standard Shop Orders and Events

  • Buyers pay 100% of the order value at checkout into the TradeSafe escrow account via the Kindle Kitchen Platform.

  • The Vendor prepares for and delivers the order.

  • Following successful delivery, and subject to the dispute window below, TradeSafe releases the funds to the Vendor’s Kindle Kitchen wallet.

  • An escrow service fee of 1% of the transaction value will be deducted from the Vendor’s payout to cover third-party escrow and payment protection services.

  • The Vendor may then withdraw these funds from the Platform into their registered South African bank account.

5.3 Buyer Complaints & Dispute Window

  • Buyers have 24 hours after delivery to submit a complaint via the Platform (e.g. late delivery, spoiled food, stale food, incorrect or missing items, or food not as described).

  • Complaints must include supporting evidence (e.g. photographs, descriptions, timestamps).

  • If no complaint is received within this 24-hour window, the payment balance is automatically released for payout to the Vendor.

5.4 Vendor Response to Complaints

  • Vendors will be notified of any complaint and must respond by the end of the following business day.

  • Vendors may attempt to resolve the issue directly with the Buyer.

  • Kindle Kitchen reserves the right to mediate disputes and make a final and binding decision.

5.5 Refunds & Partial Refunds

  • Kindle Kitchen may, at its sole discretion, instruct TradeSafe to issue a full or partial refund depending on the circumstances and the evidence supplied by the Buyer and/or Vendor.

  • Refund decisions are final and not subject to appeal.

5.6 Platform Fees

  • Kindle Kitchen charges an 8% platform fee on all upfront transactions.

  • This fee covers payment processing, escrow services, dispute resolution, platform maintenance, and Buyer/Vendor protection.

5.7 Partial Payment Arrangements (Events Only)

Where all parties expressly agree to a partial payment structure (deposit before an event and balance after the event):

  • Kindle Kitchen will charge a 12% platform fee to cover additional administration, reconciliation, and dispute handling costs.

  • Any unpaid balance remains payable into escrow via TradeSafe.

5.8 Late Payment Penalties (Events Only)

If a Buyer fails to settle an agreed post-event balance within 15 days after the event, a penalty fee of R100 per day will be added to the outstanding amount until paid in full.

5.9 Revenue Share Events

  • Vendors must submit total sales figures after each revenue-share event.

  • Kindle Kitchen will issue a payout statement and instruct TradeSafe to release funds within 24–72 hours.

  • Vendors do not invoice Kindle Kitchen.

  • Kindle Kitchen reserves the right to audit sales declarations and request supporting documentation.

  • Any material discrepancy may result in adjusted payouts, withheld funds, or account suspension.

5.10 Vendor Standards

  • Vendors must maintain hygiene standards, accurate product descriptions, and timely delivery.

  • Repeated or serious complaints may result in withheld funds, suspension, or termination.

5.11 Buyer Misuse of Refund System

Buyers who repeatedly submit false or unsubstantiated complaints or abuse the refund process may have their accounts restricted or terminated.

5.12 Indemnity

By using Kindle Kitchen, Buyers and Vendors agree to indemnify and hold harmless Kindle Kitchen, its owners, employees, affiliates, and TradeSafe from any claims, damages, losses, or liabilities arising from:

  • food preparation, handling, or consumption,

  • Vendor non-compliance with hygiene or safety laws,

  • disputes between Buyers and Vendors.

Kindle Kitchen acts solely as a facilitator and marketplace. It does not prepare, handle, or sell food. Responsibility for food quality, hygiene, and safety rests entirely with the Vendor.

5.13 Platform Decision Window

Kindle Kitchen commits to reviewing and closing disputes within 5–7 business days of a Buyer’s complaint to prevent funds being held in limbo.

  • Day 0: Order delivered

  • Day 1: Buyer may log a complaint within 24 hours

  • Day 2: Vendor must respond by end of day

  • Day 3–7: Kindle Kitchen reviews evidence and issues a final decision

  • Funds are released or refunded via TradeSafe accordingly

5.14 Cancellations, Event Changes & Forfeiture of Funds

5.14.1 Standard Shop Orders (Non-Event Orders)

  • Buyers may cancel a standard shop order only if the Vendor has not yet commenced preparation.

  • Once preparation has begun, cancellations are not permitted and no refund will be issued.

  • Where a cancellation is approved prior to preparation:

    • Kindle Kitchen will instruct TradeSafe to issue a refund to the Buyer, less any non-recoverable transaction or processing fees.

5.14.2 Event & Catering Orders — Cancellation Windows

Due to the bespoke nature of event catering, staffing, ingredient procurement, and time blocking, the following cancellation terms apply:

a) More than 7 days before the event date

  • Buyer may cancel.

  • Buyer receives a full refund of escrowed funds, less:

    • any non-recoverable payment or escrow fees

    • the 8% Kindle Kitchen administration fee

b) Between 7 days and 3 days before the event date

  • Buyer may cancel.

  • Buyer receives a partial refund of up to 50% of escrowed funds, less any non-recoverable fees.

  • The remaining balance is released to the Vendor as a cancellation fee.

c) Within 72 hours (3 days) of the event date

  • Buyer may cancel.

  • Buyer receives a 30% refund.

  • 50% is released to the Vendor.

  • 20% is retained by Kindle Kitchen.

d) Within 24 hours or same-day cancellation

  • No refund will be issued.

  • 80% is released to the Vendor.

  • 20% is retained by Kindle Kitchen.

5.14.3 Buyer No-Show or Access Denial

If a Buyer fails to provide venue access, delivery access, or materially prevents performance:

  • The event is deemed completed.

  • 80% is released to the Vendor.

  • 20% is retained by Kindle Kitchen.

5.14.4 Vendor Cancellations or Failure to Perform

  • Buyer receives a full refund.

  • Kindle Kitchen may suspend or terminate the Vendor’s account.

5.14.5 Event Date Changes & Postponements

  • If all Vendors agree to a new date → funds remain in escrow.

  • If one or more Vendors cannot accommodate → treated as Buyer cancellation and above rules apply.

5.14.6 Force Majeure

Kindle Kitchen may, at its discretion:

  • issue partial or full refunds

  • hold funds for rescheduling

  • release funds proportionally to Vendors

All decisions are final.

5.14.7 Platform Discretion

Kindle Kitchen retains final authority over all escrow allocations in cancellation scenarios.
All decisions are final and binding.

6. Reviews

Only verified customers can leave reviews.

Vendors cannot offer incentives for positive reviews.

Reviews contribute to Vendor ranking, visibility, and rewarded marketing opportunities.

7. Marketing Rewards and Vendor Recognition

  1. Kindle Kitchen may, at its discretion, reward vendors who meet certain performance and quality standards with marketing opportunities, promotional exposure, or other incentives.
  2. These rewards may include, but are not limited to: professional photoshoots, homepage features or promotional highlights.
  3. Qualification for rewards is based on measurable criteria such as ratings, order reliability, customer feedback, and engagement on the platform.
  4. Rewards are granted solely at the discretion of Kindle Kitchen and may be revised, suspended, or withdrawn without prior notice.
  5. Kindle Kitchen reserves the right to verify eligibility and remove any vendor from the reward program if performance standards decline or terms are breached.
  6. By accepting such incentives, Vendors agree that Kindle Kitchen may use their brand, product images, and related content in promotional materials across digital, print, and social platforms.

8. Platform Conduct & Community Standards

No fraudulent or dishonest behavior.

Do not impersonate others or manipulate reviews.

Respect all Users—harassment or hate speech will result in immediate removal.

9. Limitation of Liability

Kindle Kitchen is not liable for food quality, safety, or health issues.

Kindle Kitchen is not liable for delivery delays or damages due to Vendor actions or logistics.

Kindle Kitchen is not liable for disputes not reported within the specified timelines.

10. Intellectual Property

All text, branding, logos, and designs on the Platform are owned by Kindle Kitchen.

You may not copy or reproduce Platform content.

11. Privacy & Data

We process your data according to our Privacy Policy.

Vendor bank details are confidential and used only for payouts.

Users may request deletion of their personal data.

12. Amendments & Contact

We may update these Terms; changes take effect upon posting.

Users are responsible for reviewing regularly.

For support or disputes, contact: hello@kindlekitchen.co.za

13. Vendor Quality & Removal

Kindle Kitchen reserves the right to suspend or remove vendors who consistently receive poor ratings (including but not limited to 1-star reviews) or repeated complaints about food quality, hygiene, or delivery. Our goal is to maintain a trusted marketplace where buyers can confidently order, and vendors who deliver quality are rewarded.

14. Delivery Fees

  1. Kindle Kitchen applies a fixed delivery fee of R150 on all standard orders where delivery is selected. This amount is automatically applied at checkout and is non-negotiable and is the responsibility of the vendor to deliver in their selected areas.

  2. For deliveries that are over 10kgs, Kindle Kitchen reserves the right to raise an invoice prior to the delivery taking place, which needs to be settled by the customer.

  3. Vendors are not permitted to alter or remove the fixed delivery fee for standard orders.

  4. For special request quotes, vendors may include a custom delivery fee as part of their total quoted amount, which will be communicated to the customer prior to acceptance.

  5. Customers are responsible for reviewing and accepting any quoted delivery fee before confirming their order.

  6. Kindle Kitchen is not liable for delivery, delivery delays, third-party courier services, or additional fees not disclosed in the approved quote.

15. Image Ownership & Copyright Compliance Clause

All vendors must upload photos that they own, have created themselves, or have legally obtained the rights to use. The use of stock images, images copied from the internet, AI-generated images that do not reflect the actual product, or images belonging to another business is strictly prohibited.

By uploading any images to Kindle Kitchen, the vendor confirms that:

They are the legal copyright owner of the images or

  • They have full permission/licensing to use the images commercially
  • The images accurately represent the product being sold

Vendors who upload unauthorized images may have their content removed, their store suspended, and may be held liable for copyright infringements.

Kindle Kitchen reserves the right to immediately remove any images that appear misleading, copied,or non-compliant.

16. Protection of Kindle Kitchen Content Clause

No person, vendor, third party, or external business may:

  • Download
  • Reuse
  • Copy
  • Reproduce
  • Distribute
  • Repost

…any images or content from Kindle Kitchen without explicit written permission.

Any unauthorized use of Kindle Kitchen’s content, or the content of our vendors, may result in legal action, removal from the platform, and claims for damages.

Kindle Kitchen reserves the right to take legal action against any individual or organisation who misuses or republishes content from the platform.