Terms of Service
Acceptance
By creating an account, accessing the apps, or placing an order, you agree to these Terms and our Privacy Policy and Community Guidelines.
Marketplace nature
NestPlate provides software for independent home kitchens (“Sellers”) to list menus and fulfil orders placed by buyers (“Customers”). We facilitate discovery, ordering, messaging, and payment flows. Except where mandated by law or policy, Sellers are independently responsible for their food offerings, licences, allergens, labelling, fulfilment, delivery or pickup, hygiene, pricing, taxes or GST, refunds where applicable, insurance, employment or contractor obligations, council registration, food-safety compliance, and resolving disputes with Customers.
Conduct
You will not misuse the platform, circumvent payments, scrape data at scale beyond fair use, harass others, circumvent safety tooling, manipulate reviews, impersonate councils or regulators, forge compliance documents, or upload malware. Sellers must truthfully disclose registration and allergy information Customers require.
Allergies, dietary needs & special requests
Customers must disclose any food allergies, intolerances, or specific dietary requirements in the order notes (Special Request) when placing an order. Do not rely on menu descriptions alone for critical allergy information.
Sellers must review order notes before accepting or preparing an order. A Seller may reject or cancel an order if they cannot safely or reasonably fulfill a special request, including allergy-related or dietary requirements. Customers receive a full refund for Seller-initiated rejections on this basis.
NestPlate does not prepare food. Except where mandated by law, Sellers are solely responsible for allergen handling, ingredient accuracy, food quality, and dietary accommodations. The platform is not responsible for allergic reactions, foodborne illness, dietary suitability, or the condition or quality of meals.
Payments
Payments are facilitated by Stripe. Your card is authorized at checkout and charged when the Seller marks the order ready. Additional merchant terms from Stripe Connect apply to Sellers accepting payouts.
Cancellations & refunds
Self-service cancellation: Customers may cancel while an order is pending (before the Seller accepts). The card hold is released automatically with no charge.
If a Seller does not accept and prepare your order, the card hold is released automatically (typically within about 6 days) and you are not charged.
Team-reviewed refunds: For missing or incorrect items, quality issues, orders not delivered, or Seller-initiated cancellations, open the order in the app and tap Contact Support. Our team reviews eligible cases and processes refunds via Stripe within 3–5 business days to the original payment method.
Automated refund processing via our systems applies within 7 days of the original order for captured payments. Older orders may still be reviewed manually where consumer law applies.
Card chargebacks and bank disputes remain available as a consumer-law fallback.
Disclaimers & limitation
Software is supplied “as is” to the maximum extent allowable by law. NestPlate is not liable for food-borne illness, allergic reactions, food quality or condition, dietary suitability, delivery delays attributable to Sellers or carriers, outages of third-party services, consequential damages, or punitive damages beyond statutory minima. Some jurisdictions, including consumer protection laws in Australia, may not allow certain exclusions or limitations.
Disputes & law
Disputes are governed by the laws of Australia. Where permitted by law, you agree to attempt good-faith resolution through our support channels before pursuing formal remedies. Additional dispute terms in the in-app Terms of Service may apply.
Termination
Either party may discontinue use of personal accounts consistent with Stripe obligations and payouts in flight.