1.1 Krumblelane Ltd (“Krumblelane”, “we”, “us”, “our”) operates an online marketplace that connects customers with independent, artisan, and cottage bakers (“Bakers”) offering baked goods for collection or, where the Baker offers it, delivery.

1.2 Krumblelane is a marketplace only. When you place an order, your contract for the supply of the goods is directly with the Baker, not with Krumblelane. The Baker is the food business operator responsible for preparing and supplying your order.

1.3 Krumblelane’s role is to provide the platform that enables you to discover Bakers, place orders, communicate with Bakers, and pay securely. We are not the manufacturer, producer, or seller of any baked goods listed on the Platform.

2.1 In these terms:

“Baker”

an independent food business listing and selling products through the Platform.

“Collection Point”

the location specified by the Baker at which you collect your order.

“Custom Order”

an order configured to your specific requirements using the Platform’s custom order tools.

“Cut-off Time”

the point, set by reference to the Baker’s lead time for a product, after which an order can no longer be cancelled by the customer and is treated as committed.

“Order”

a request to purchase one or more products from a Baker through the Platform.

“Platform”

the Krumblelane mobile application, website, and related services.

“Statutory Rights”

your rights under applicable consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3.1 You must be at least 13 years old to register for an account and place orders through the Platform. You must provide accurate registration information and keep it up to date.

3.2 If you are aged 13 to 17, you confirm that you have obtained the permission of a parent or legal guardian before registering and placing orders. A parent or guardian who gives permission is responsible for ensuring that the minor complies with these terms and for any orders placed.

3.3 You are responsible for maintaining the confidentiality of your account credentials and for all activity that takes place under your account.

4.1 When you place an order, you make an offer to purchase the selected products from the Baker. A binding contract is formed when the order is confirmed through the Platform.

4.2 For Custom Orders, you submit your requirements using the Platform’s custom order tools. The Baker reviews your request and provides a quote, which you may accept or decline before a contract is formed.

4.3 Listing a product on the Platform is not a guarantee of availability. A Baker may be unable to accept an order, in which case no contract is formed and you will not be charged.

5.1 Product prices are set by the Baker and shown on the product listing. A separate customer service fee may be applied and will be shown to you before you confirm your order.

5.2 Payment is processed securely through our payment provider, Stripe. Krumblelane does not store your full card details.

5.3 The total amount payable, including any applicable service fee, is displayed before you confirm your order. By confirming, you authorise payment to be taken in accordance with these terms.

6.1 Krumblelane does not itself provide delivery. Orders are fulfilled by collection from the Baker’s Collection Point, except where the Baker offers delivery for a product, in which case delivery is arranged and provided by the Baker on the terms and within the area they specify.

6.2 Where your order is for collection, you are responsible for collecting it from the Collection Point at or within the time specified by the Baker.

6.3 Responsibility for the goods passes to you at the point of collection or, for a delivered order, on delivery.

6.4 If you do not collect your order (or are not available to receive a delivery the Baker offers), you will not automatically be entitled to a refund, save where your Statutory Rights or clause 9 apply.

7.1 Distance selling and cooling-off period: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ordinarily provide consumers with a 14-day right to cancel online purchases. This right does not apply where a valid exception exists, including for goods that are liable to deteriorate or expire rapidly, or for goods made to a consumer’s specific requirements. Whether an exception applies depends on the nature of the specific product ordered. Fresh and perishable food products, and bespoke baked goods prepared to your requirements, will typically fall within these exceptions. Where an exception applies to your order, the statutory 14-day cooling-off period will not apply and your cancellation rights will be as set out in clause 7.2 below.

7.2 Voluntary cancellation window: Regardless of whether a statutory exception applies, Krumblelane offers you a voluntary right to cancel your order at any time before the Baker’s Cut-off Time for that order. Where you cancel before the Cut-off Time, you will receive a full refund.

7.3 After the Cut-off Time: Once the Cut-off Time has passed, the Baker is committed to preparing your order and the order can no longer be cancelled by you under clause 7.2. This does not affect your Statutory Rights or your rights under clause 9 if the goods are faulty or not as described.

7.4 Cancellation by Krumblelane or the Baker: A Baker may be unable to fulfil a confirmed order, or Krumblelane may need to cancel an order in exceptional circumstances. In such cases, a full refund will be issued.

7.5 Nothing in this clause removes or limits your Statutory Rights.

8.1 Allergen and ingredient information for each product is provided by the Baker and displayed on their product listings. Krumblelane does not independently verify the accuracy of this information.

8.2 If you have a food allergy, intolerance, or specific dietary requirement, you must:

• a) Carefully review all allergen information provided on the product listing before placing your order.
• b) Contact the Baker directly through the Platform’s messaging feature if you have any questions or require further clarification.

8.3 Bakers are solely responsible for the accuracy of the allergen and ingredient information they provide. Krumblelane’s liability in respect of allergen information is limited to cases where harm arises directly from Krumblelane’s own conduct or negligence. Nothing in this clause excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence.

8.4 If you have a severe allergy, we strongly recommend contacting the Baker before placing any order, regardless of what is stated in the listing.

9.1 Your Statutory Rights are not affected by anything in these terms. Under the Consumer Rights Act 2015, goods supplied to you must be of satisfactory quality, fit for purpose, and as described. If goods do not meet these standards, you have legal remedies regardless of the timeframes or processes set out below.

9.2 Automatic refund entitlement: You are entitled to a full refund in the following circumstances:

• a) The Baker cancels your confirmed order.
• b) You cancel before the Baker’s Cut-off Time in accordance with clause 7.2.
• c) Krumblelane cancels your order in accordance with clause 7.4.

9.3 Contractual remedies for faulty or misdescribed goods: If your order does not meet the standards required under the Consumer Rights Act 2015 (for example, the goods are not as described, are of unsatisfactory quality, or are not fit for purpose), you are entitled to a remedy. To exercise this right, please contact us as soon as reasonably practicable and in any event within a reasonable time of collection. We ask that you notify us within 24 hours of collection where possible, as this helps us investigate effectively, but this timeframe does not limit your legal rights.

9.4 Goodwill refunds: Outside the circumstances set out above, Krumblelane may at its discretion offer a refund or other gesture of goodwill, for example, in response to a minor quality issue. Any such goodwill refund is made without admission of liability and does not affect your Statutory Rights.

9.5 Complaints: If you have a complaint about an order, please raise it through the Platform. We aim to acknowledge complaints promptly and to work towards a resolution within 5 business days, liaising with the Baker where necessary.

9.6 Nothing in this clause removes or limits your Statutory Rights.

10.1 You agree to use the Platform lawfully and not to misuse it. In particular, you must not:

• a) Arrange or complete transactions with a Baker off the Platform in order to circumvent these terms.
• b) Misuse the messaging feature, including by sending abusive, offensive, or harassing messages.
• c) Provide false information or impersonate another person.
• d) Interfere with the operation or security of the Platform.

10.2 Krumblelane may suspend or close accounts that breach this clause.

11.1 You may be invited to leave reviews or ratings of Bakers. Reviews must be honest, based on genuine experience, and must not contain unlawful, offensive, or misleading content.

11.2 Krumblelane may remove reviews that breach these terms or that we reasonably consider to be inappropriate.

12.1 We aim to keep the Platform available but do not guarantee uninterrupted or error-free operation. The Platform may be unavailable from time to time for maintenance or for reasons outside our control.

13.1 We process your personal data in accordance with our Privacy Policy and applicable data protection law, including the UK GDPR and the Data Protection Act 2018.

13.2 We do not sell your personal data. We share data with Bakers only to the extent necessary to fulfil your order, as described in our Privacy Policy.

14.1 The Platform and its content, excluding Baker-supplied content, are owned by or licensed to Krumblelane and are protected by intellectual property laws.

14.2 Content supplied by a Baker, including product photographs and descriptions, remains the property of that Baker.

15.1 Your contract for the supply of goods is with the Baker. Krumblelane is not liable for the preparation, quality, or supply of the goods, which is the responsibility of the Baker as food business operator.

15.2 Where Krumblelane is liable to you in connection with your use of the Platform, our liability is limited to the value of the order to which the claim relates.

15.3 Krumblelane is not liable for indirect or consequential loss, or for loss that was not reasonably foreseeable at the time the contract was formed.

15.4 Nothing in these terms limits or excludes Krumblelane’s liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

15.5 Nothing in these terms affects your statutory rights as a consumer.

16.1 Krumblelane may update these terms from time to time. We will notify you of material changes via the app or by email with a minimum of 14 days notice before changes take effect.

16.2 Your continued use of the Platform after the effective date of any updated terms constitutes your acceptance of the revised terms.

16.3 If you do not agree to updated terms, you may close your account at any time by contacting us at legal@krumblelane.co.uk.

17.1 These terms are governed by the laws of England and Wales.

17.2 If you have a complaint or dispute, we encourage you to contact us first at legal@krumblelane.co.uk so we can try to resolve it informally.

17.3 If a dispute cannot be resolved informally, you may be entitled to use an Alternative Dispute Resolution (ADR) scheme. Krumblelane will provide details of any applicable ADR scheme upon request.

17.4 Nothing in these terms affects your right to bring a claim before the courts of England and Wales, or your right to seek redress through any applicable consumer protection authority.

18.1 These terms constitute the entire agreement between you and Krumblelane in relation to your use of the Platform as a customer.

18.2 If any provision of these terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

18.3 Failure by Krumblelane to enforce any provision of these terms shall not constitute a waiver of that provision.

18.4 Krumblelane may assign its rights and obligations under these terms to a successor business without your consent, provided your rights under these terms are not materially affected.

18.5 For any questions about these terms, please contact us at:

Email

legal@krumblelane.co.uk