Effective date: 1 June 2026

Last updated: 27 April 2026

These Vendor and Baker Terms and Conditions govern the relationship between Cosycookie and each baker, seller, kitchen, or food business that applies to list, market, or sell products through the Cosycookie marketplace.

They are intended to reflect the nature of the platform. Cosycookie is designed as a specialist multi-vendor food marketplace where independent bakers and similar approved food sellers remain responsible for their own food production, legal compliance, fulfilment, food safety, and customer-facing product accuracy.

By applying to sell, completing onboarding, uploading documents, creating listings, or fulfilling orders through Cosycookie, you agree to these terms together with any fee schedule, onboarding requirements, data-sharing rules, product standards, and other written platform rules that we provide from time to time.

1. Scope, seller status, and platform role

Each vendor is an independent business and is responsible for its own operations, products, staffing, kitchen environment, compliance, insurance, taxes, and contract performance. Unless we expressly agree otherwise in writing for a specific arrangement, the vendor is the seller of record for products that it lists on the marketplace.

Cosycookie acts as a marketplace operator, facilitator, and platform provider. We may provide onboarding, listing infrastructure, checkout tools, dispute handling support, payment facilitation, moderation, marketing, or operational support, but those services do not transfer the vendor’s core legal responsibilities as food business operator and seller.

Nothing in these terms creates an employment relationship, partnership, franchise, joint venture, or agency authorising the vendor to bind Cosycookie to third parties.

2. Eligibility, onboarding, and continuing due diligence

To sell on Cosycookie, you must be at least 18 years old, have the right to carry on the relevant food business, and provide complete and accurate onboarding information. We may reject or pause any application at our discretion where information is incomplete, inconsistent, outdated, or unsatisfactory from a compliance or risk perspective.

At a minimum, Cosycookie may require identity verification, proof of UK address, trading-name details, contact details, registered business details where applicable, proof of local authority food business registration or equivalent approval, a valid Level 2 Food Hygiene and Safety certificate or equivalent training evidence, an active UK bank account for payouts, product-category information, and suitable insurance evidence including public liability insurance of at least GBP 1 million. We may also require updated documentation from time to time.

By onboarding and continuing to sell, you represent and warrant that the information and documents you provide are genuine, current, complete, and not misleading, and that you will promptly correct anything that becomes inaccurate.

If you operate from more than one location, move premises, change trading structure, materially change your product range, receive enforcement action, or experience any food-safety incident, complaint pattern, or suspension by a regulator or marketplace, you must notify Cosycookie without undue delay. Insurance evidence should be refreshed whenever it expires, and food hygiene training evidence should be renewed whenever required by law, risk profile, or Cosycookie’s documented onboarding standards.

3. Fees, payouts, and commercial terms

The current commercial model assumes a 5 percent commission together with a GBP 2.50 fixed platform fee on each completed marketplace order, both deducted from sums otherwise due to the baker unless a different allocation is clearly communicated in writing. Cosycookie may also introduce subscription charges, listing fees, promotional charges, advertising fees, payment-processing deductions, chargeback costs, or other platform fees if these are clearly communicated in onboarding materials, the seller dashboard, an offer letter, or other written commercial communication.

Cosycookie may deduct agreed fees, refunds, chargebacks, credits, compensation amounts, or other sums properly due before remitting payouts. Customer funds attributable to the baker may be held for 14 calendar days after the recorded delivery or collection date before payout release, and ordinary payouts may then be made on a weekly rolling basis. We may delay, hold, or adjust payouts further where fraud, food-safety risk, complaints, regulatory action, or other legitimate concerns require review.

Where a customer remedy, chargeback, or platform credit arises from the vendor’s own breach, unsafe product, inaccurate listing, poor fulfilment, or other vendor-caused issue, Cosycookie may set off the related amount and reasonable associated costs against present or future payouts.

You remain responsible for your own taxes, accounting, invoicing, and legal obligations arising from the sale of your products unless applicable law expressly allocates a particular obligation differently.

4. Approved product scope and prohibited items

Cosycookie is intended for approved handmade, small-batch, or specialty food products, including cookies, biscuits and shortbread, brownies, savoury bakes, international delicacies, fudge, dry snacks, muesli and granola, cereal and protein bars, cakes, jams, honey, popcorn and light snacks, confectionery, dessert items, gift boxes, and similar approved food or pantry goods. Vendors may only list products that fit within categories approved by Cosycookie.

You must not list meat products, fish products, raw or high-risk chilled items, products requiring specialist licensing or controlled handling, alcohol, medicinal or therapeutic products, products making unsupported health claims, or any other category that Cosycookie has not approved in writing.

Cosycookie may require prior written approval for products with very short shelf life, specialist temperature requirements, unusual delivery risks, high allergen complexity, or other elevated compliance or reputational risk.

5. Listing accuracy, product standards, and customer disclosures

Every listing must be accurate, complete, current, and sufficiently clear for an average customer to make an informed decision. This includes product name, description, key ingredients, allergens, dietary claims, portion or size, storage guidance, shelf-life information where relevant, preparation or dispatch estimates, collection or delivery options, and full price information.

You must not publish misleading descriptions, edited images that materially misrepresent the product, false availability claims, hidden charges, unsupported vegan or free-from claims, fabricated reviews, or any other content that could mislead customers or place Cosycookie in breach of consumer protection law.

If a listing photo is representative only, or if handmade items can vary materially in decoration, colour, or presentation, that must be explained clearly so that the customer is not misled.

If a listing becomes inaccurate because an ingredient changes, an allergen profile changes, stock becomes unavailable, collection terms change, or you cannot fulfil within the stated timeframe, you must update the listing immediately or pause sales until it is corrected.

For more details, see the complete Listing and Product Standards Policy.

6. Food safety, hygiene, allergens, and legal compliance

You are solely responsible for ensuring that your food business is lawfully registered, that your premises and processes are suitable, and that your products comply with food law, consumer law, trading standards requirements, and any local-authority or regulator guidance that applies to your operations.

You must operate suitable food-safety procedures, maintain appropriate cleaning and cross-contamination controls, train anyone involved in food handling, and keep reliable records as required by law and good practice. Cosycookie expects vendors to adopt an appropriate food-safety management system, such as the Food Standards Agency’s safer food, better business approach where relevant.

Where allergen information is required before purchase and on delivery, you must provide it in a reliable, up-to-date form. This expectation applies especially to the 14 regulated allergens and to any other ingredient information needed to avoid misleading or unsafe sales. You must not rely on generic disclaimers as a substitute for accurate allergen management. If cross-contamination risk cannot be controlled, you must state that risk clearly and avoid making absolute claims that cannot be substantiated.

For more details, see the complete Vendor Food Safety and Hygiene Standards.

7. Packaging, dispatch, delivery, and collection

You are responsible for packaging products appropriately for their nature, transit conditions, shelf life, and expected handling. Packaging, labels, inserts, and outer wrapping must be suitable to protect the product, communicate any required storage or handling information, and reduce the risk of contamination or spoilage.

You must only offer delivery or collection methods that are suitable for the product. Dispatch windows, preparation times, cut-off times, collection slots, and delivery areas must be realistic. If you use a courier, postal operator, or local delivery driver, you remain responsible for choosing methods reasonably suited to the product and destination.

If an order cannot safely be dispatched, delivered, or collected as planned, you must contact the customer or Cosycookie promptly and cooperate in arranging a fair outcome. You must not dispatch a product where you reasonably believe that doing so would create a food-safety issue or materially mislead the customer about condition, shelf life, or suitability.

8. Customer service, refunds, incidents, and recalls

You must respond promptly and professionally to customer enquiries, complaints, allergen questions, delivery issues, and reasonable requests for evidence or clarification. Bakers are expected to provide a substantive response within 24 hours unless a shorter timeframe is reasonably required for an urgent food-safety issue. Cosycookie may intervene where a vendor does not respond adequately or within required timeframes.

If a refund, replacement, or other remedy is due because a product was unsafe, defective, materially misdescribed, damaged on arrival, not delivered, or otherwise non-compliant, the responsible vendor must bear the related cost unless Cosycookie agrees another allocation in writing.

You must notify Cosycookie immediately if you become aware of any contamination issue, allergen error, mislabelling, foreign-body complaint, illness allegation, legal claim, enforcement notice, product withdrawal, or recall. You must cooperate fully with any investigation, customer communications, corrective steps, or urgent listing suspension that Cosycookie considers necessary, including stopping sales and preserving relevant records where needed. Cosycookie aims to complete platform-level complaint review within 7 days once the relevant evidence has been received.

9. Reviews, communications, and off-platform conduct

You must not post, purchase, solicit, incentivise without disclosure, suppress, or manipulate reviews in a misleading manner. You must not pressure customers to remove lawful complaints, threaten customers for leaving negative feedback, or create fake transactions to improve ratings.

You may communicate with customers only for legitimate order, fulfilment, safety, support, or dispute-resolution purposes unless the customer has separately consented to marketing. You must not misuse customer data to divert business away from the platform, add customers to marketing lists without consent, or engage in harassment, spam, or unlawful direct marketing.

If Cosycookie enables public replies to reviews or customer messaging tools, you must use them professionally and lawfully. We may moderate, restrict, or remove access where conduct damages trust or creates compliance risk.

10. Data protection and confidentiality

The vendor must comply with applicable data-protection law in relation to all customer, prospect, and platform data received through Cosycookie. Unless expressly stated otherwise, Cosycookie and each vendor act as separate controllers for their own independent business purposes connected with marketplace operation and order fulfilment.

You may use customer data only to the extent reasonably necessary to accept, prepare, fulfil, support, refund, investigate, or defend orders and legal obligations connected with your marketplace sales. You must not sell customer data, profile it for unrelated uses, or retain it for longer than necessary.

You must provide reasonable cooperation if Cosycookie needs information or assistance in order to respond to a privacy complaint, data subject request, regulator enquiry, or data incident connected with shared marketplace data.

You must keep non-public platform information, commercial terms, account credentials, and compliance materials confidential except where disclosure is required by law or by a competent authority.

For more details, see the Data Sharing and Vendor Data Addendum.

11. Insurance, liability, and indemnity

You must maintain insurance reasonably appropriate to your activities and risk profile, which may include public liability insurance, product liability insurance, employer’s liability insurance where required, and any other cover that Cosycookie reasonably requires for the categories you sell.

You are liable for losses, claims, complaints, refunds, enforcement action, injury, illness, recall costs, or third-party demands arising from your products, fulfilment, packaging, marketing, food-safety failures, legal non-compliance, or breach of these terms.

You will indemnify Cosycookie and its officers, staff, and contractors against reasonably foreseeable losses, liabilities, claims, penalties, costs, and expenses arising from your breach of these terms, your products, your misuse of data, or your non-compliance with food, consumer, or privacy law, except to the extent caused by Cosycookie’s own breach or negligence.

12. Monitoring, suspension, and termination

Cosycookie may review listings, request documents, carry out compliance checks, pause new sales, restrict categories, remove listings, hold payouts, or suspend or terminate vendor access where we reasonably believe this is necessary to protect customers, comply with law, respond to complaints, reduce fraud, manage reputational risk, or maintain marketplace quality.

Immediate suspension or termination may occur for unsafe food, allergen errors, refusal to cooperate with a recall or investigation, falsified documents, repeated complaint patterns, fake reviews, unlawful activity, serious customer harm, or any material breach that creates unacceptable platform risk.

Termination or suspension does not affect accrued rights, outstanding fees, surviving confidentiality and indemnity obligations, or our right to retain records needed for legal, regulatory, fraud-prevention, or evidential purposes.

13. Changes, governing law, and contact

We may update these terms from time to time to reflect legal, regulatory, marketplace, payment, food-safety, or operational changes. Material changes will take effect from the stated effective date and, where appropriate, after reasonable notice through email, dashboard notice, or other seller communications.

These terms are governed by the laws of England and Wales, and the courts of England and Wales will have jurisdiction over disputes relating to the vendor relationship unless mandatory law requires otherwise.

Contact details

Agate International LTD trading as Cosycookie

Website: https://www.cosycookie.com

Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Registered in England and Wales

Company number: 12996873

Customer support: customers@cosycookie.com

General and privacy enquiries: info@cosycookie.com