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: 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. Payment, Dispute Resolution, Refunds & Indemnity

Payment Structure: Buyers pay in full at checkout through the Kindle Kitchen platform. Tradesafe holds 100% of the funds until the products are delivered. The vendor has to click "goods delivered" in order to prompt the Tradesafe release process.

Tradesafe will then sms the buyer to find out if they are happy with the goods, and it is important that the vendor responds within 24 hours or else the funds will automatically be released.

Buyer Complaints: Buyers have up to 24 hours after delivery to submit a complaint (e.g., food is late, spoiled, stale, not as described). Complaints must include supporting evidence (e.g., photographs, descriptions, timestamps). If no complaint is received within this window, the payment balance is automatically released to the Vendor.

Vendor Response: Vendors will be notified of complaints and given the opportunity to respond or resolve directly with the Buyer. Kindle Kitchen reserves the right to mediate disputes and make a final decision.

Refunds & Partial Refunds: Kindle Kitchen may, at its sole discretion, issue partial or full refunds depending on the circumstances and based on the evidence supplied by the Buyer and/or Vendor. Refunds are determined at the platform’s discretion after reviewing both Buyer and Vendor evidence.

Platform Protection Fee: Kindle Kitchen charges an 8% protection fee on each transaction. This fee covers payment processing, dispute resolution, platform maintenance, and buyer/vendor protection.

Vendor Standards: Vendors are required to maintain food hygiene, accurate product descriptions, and timely delivery. Repeated or serious complaints may result in account suspension or termination.

Buyer Misuse: Buyers who repeatedly make unsubstantiated complaints or abuse the refund process may be restricted or removed from the platform.

Indemnity: By using Kindle Kitchen, Vendors and Buyers agree to indemnify and hold harmless Kindle Kitchen, its owners, employees, and affiliates from any liability, claims, damages, or losses arising out of the preparation, handling, or consumption of food purchased through the platform; Vendor non-compliance with hygiene or safety standards; and any dispute between Buyer and Vendor. Kindle Kitchen acts solely as a facilitator and marketplace, not as a producer, handler, or seller of food. Responsibility for food quality, hygiene, and safety rests entirely with the Vendor.

Platform Decision Window: Kindle Kitchen commits to reviewing and closing the dispute within  5 - 7 days of the Buyer’s complaint to prevent funds being held in limbo.

Day 0: Order delivered.

Day 1: Buyer has until the same time tomorrow to log a complaint.

Day 2: Vendor must respond by end of day.

Day 3–7 Kindle Kitchen reviews and issues a final decision (funds released/refunded).

7. Marketing Incentives

Kindle Kitchen may, at its sole discretion, offer Vendors additional rewards or incentives in the form of marketing support.

Such support may include but is not limited to professional food photography, social media promotional ideas and collateral, branded advertising opportunities and collateral, strategic brand consultation, and brand sponsorships or partnerships.

Selection for marketing incentives is based on factors determined by Kindle Kitchen, including but not limited to vendor performance, customer reviews, order volume, and adherence to platform standards.

Marketing incentives are not guaranteed, may vary in scope, and may be withdrawn or modified at any time without prior notice.

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. 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.

15. 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.