Effective date: 1 June 2026

Last updated: 27 April 2026

These Customer Terms of Service govern access to and use of the Cosycookie website, marketplace, checkout, customer accounts, reviews, support channels, and related services operated by Agate International LTD trading as Cosycookie.

Cosycookie is intended to operate as a UK marketplace for independent bakers and similar approved food sellers. Unless we clearly state otherwise for a specific item, Cosycookie is not the producer, direct seller, dispatcher, or courier of products listed by bakers on the platform.

By visiting the website, creating an account, placing an order, posting a review, or otherwise using the platform, you agree to these terms together with our Privacy Policy, Cookie Policy, Acceptable Use Policy, and Refunds, Returns and Complaints Policy.

1. Scope and marketplace role

Cosycookie provides a venue through which customers can discover, compare, and order products from independent bakers. The baker remains responsible for the product itself, including its ingredients, allergens, food safety, lawful sale, packaging, storage advice, shelf life, collection arrangements, and dispatch or delivery.

Where Cosycookie provides checkout flows, customer service assistance, dispute triage, payment facilitation, moderation, or other operational support, that support does not by itself make Cosycookie the seller of every listed product. The contract for the sale of a baker’s product is normally between the customer and the relevant baker.

If a separate product page, checkout statement, or written communication expressly identifies Cosycookie as the direct seller for a particular product or service, that more specific statement will apply for that transaction.

2. Eligibility and customer accounts

You must be at least 18 years old and capable of entering into a binding contract to create an account, place an order, or use the platform for commercial purposes. Orders may be placed through a customer account or through guest checkout where guest checkout is enabled. If you use the website on behalf of a business, you confirm that you have authority to bind that business.

You must provide accurate, complete, and up-to-date registration, billing, delivery, and contact information whether you order through an account or as a guest. If you create an account, you are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs through your account unless you promptly notify us of unauthorised use.

We may refuse, suspend, or close accounts where information appears inaccurate, misleading, incomplete, duplicative, fraudulent, or inconsistent with these terms or applicable law.

3. Product listings, orders, and contract formation

Listings on the platform are invitations for customers to submit orders. An order is not guaranteed merely because it has been placed in the basket or submitted through checkout. A baker may need to confirm availability, collection slots, delivery coverage, or custom requirements before the order is fully accepted.

A contract for a baker’s product is generally formed when the baker accepts the order, begins fulfilment, dispatches the item, or confirms an agreed collection arrangement, whichever occurs first. If a baker cannot fulfil an order because of stock, safety, capacity, pricing, location, or other legitimate reasons, the order may be declined or cancelled and any authorised payment will be released or refunded.

If payment is pre-authorised or captured before the baker finally accepts the order, that payment step does not by itself mean that every item has been accepted. If an order is later rejected or partly unavailable, the relevant amount should be released, reversed, or refunded as appropriate.

Customers must check order details carefully before submitting an order, particularly delivery addresses, contact information, allergen requirements, collection arrangements, special occasion dates, and any product personalisation or customisation.

4. Product information, allergens, and customer responsibility

Cosycookie expects bakers to provide clear product information, including ingredients, the presence of allergens, storage guidance, shelf-life or best-before information where relevant, portion or size information, and dispatch or preparation estimates. However, that information is supplied by the baker and may change over time.

If you or an intended recipient has an allergy, intolerance, dietary requirement, religious restriction, or other food sensitivity, you must review the product information carefully and contact the baker or Cosycookie before ordering if anything is unclear. You should not rely on assumptions based on product names, marketing descriptions, or photos alone.

Many items sold on Cosycookie are handmade, perishable, prepared in kitchens where allergens may be present, or made to order. Minor visual variations, decoration differences, and batch differences may occur. These do not automatically mean a product is defective if it remains materially consistent with the listing description.

5. Prices, payment processing, and checkout

Product prices, delivery charges, minimum order values, collection terms, and any optional extras will be shown as clearly as practicable before you place your order. Bakers may set different prices, delivery fees, and dispatch or preparation times for their own listings, subject to platform rules.

Payments may be processed through third-party providers such as Stripe, PayPal, Apple Pay, Google Pay, WePay, or other providers we enable from time to time. By placing an order, you authorise the relevant payment provider to charge the selected payment method for the order total and any properly disclosed delivery charge or related charge.

Where Cosycookie facilitates collection of funds for marketplace orders, monies due to the baker may be held for a 14 calendar day review window after the recorded delivery or collection date before release to the baker. This operational hold does not reduce any statutory rights you may have if goods are faulty, unsafe, or not as described.

We may refuse or cancel transactions where fraud checks fail, payment authorisation is declined, a pricing error is obvious, or we reasonably believe the order breaches these terms or applicable law.

6. Delivery, collection, timing, and risk

Bakers may offer postal delivery, local delivery, collection, or a combination of fulfilment options depending on the listing. Delivery and preparation times shown on the platform are estimates unless the baker expressly guarantees a specific dispatch or collection time in writing.

You are responsible for ensuring that delivery and collection information is accurate, that someone is available where necessary to receive the order, and that perishable items are unpacked, checked, stored, or consumed promptly in accordance with any provided guidance.

Delays caused by courier disruption, adverse weather, customer unavailability, failed access, inaccurate addresses, public health measures, or events outside reasonable control may affect fulfilment. Bakers and Cosycookie will try to communicate material delays, but uninterrupted or exact timing cannot be guaranteed in every case.

7. Cancellations, refunds, and complaints

Our Refunds, Returns and Complaints Policy forms part of these terms. It explains how change-of-mind requests, perishable goods, personalised products, damaged items, non-delivery claims, materially inaccurate listings, and complaint handling are addressed on the platform. Customers should report obvious transit damage, missing items, or other visible arrival issues as soon as reasonably possible and ideally within 24 hours after delivery or collection.

Because many products sold through Cosycookie are perishable, time-sensitive, customised, or prepared specifically for an order, change-of-mind cancellation rights may be limited or unavailable in many cases where law permits, including where goods are made to the customer’s specification or are liable to deteriorate rapidly. Nothing in these terms removes any rights you may have in relation to faulty goods, unsafe goods, or products that are not as described.

Customers should normally contact the relevant baker directly first for order-specific complaints, delivery issues, or product concerns using the contact route provided with the order or seller profile. Cosycookie may still help collect information, mediate communications, and decide platform-level actions where the baker does not resolve the issue, does not respond within 24 hours, or where the matter raises a safety, fraud, or serious non-delivery concern. Bakers are expected to respond to complaint enquiries within 24 hours, and Cosycookie aims to complete platform-level review within 7 days once the relevant evidence has been received.

8. Reviews, user content, and customer conduct

If you leave a review, rating, photo, comment, or other content, it must be honest, based on a genuine experience, and written in a fair, non-defamatory, and lawful manner. You must not post fake reviews, manipulated ratings, misleading endorsements, unlawful content, or material that infringes another person’s rights.

By submitting content to the platform, you grant Cosycookie a non-exclusive, royalty-free licence to host, display, reproduce, moderate, and use that content for marketplace operation, customer support, fraud prevention, marketing, and compliance purposes, subject to our Privacy Policy.

We may moderate, refuse, remove, or restrict user content where we reasonably believe it is false, abusive, unsafe, unlawful, irrelevant, incentivised without adequate disclosure, or otherwise incompatible with these terms, consumer protection law, or the integrity of the platform.

9. Platform rules and acceptable use

You must use the platform lawfully and in accordance with our Acceptable Use Policy. You must not misuse the website, attempt to interfere with security or functionality, scrape or harvest data without permission, impersonate others, upload harmful code, submit fraudulent orders, or use the platform to harass, threaten, or mislead any baker, customer, or third party.

We may take proportionate action where misuse is suspected, including refusing orders, limiting access, removing content, cancelling accounts, preserving evidence, reporting matters to payment providers or authorities, and taking legal action where appropriate.

10. Intellectual property and site materials

All intellectual property rights in the website, marketplace design, branding, text, graphics, software, databases, and other platform materials are owned by or licensed to Cosycookie, except for content owned by bakers or other users.

We grant you a limited, revocable, non-exclusive right to access and use the website for personal, lawful, and non-commercial shopping or account-management purposes. You must not copy, adapt, reproduce, distribute, reverse engineer, or exploit any part of the platform except as permitted by law or with our prior written consent.

11. Disclaimers and liability

We aim to operate the platform with reasonable care and skill, but we do not guarantee that the website will always be available, error-free, secure, or suitable for every purpose. Product content is provided by bakers and may occasionally contain errors, omissions, or outdated information despite moderation efforts.

To the fullest extent permitted by law, Cosycookie excludes liability for indirect or consequential loss, loss of profits, loss of business, and loss of goodwill arising from platform use. Cosycookie’s aggregate liability in relation to a customer claim connected with a specific order will not exceed the total amount actually paid by the customer for that order, except where a higher amount is required by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of non-excludable consumer rights, or any other liability that cannot lawfully be excluded or limited.

12. Changes, governing law, and contact

We may send notices and operational communications to you electronically through the website, by dashboard notice, or by using the email address connected with your account or guest order. You are responsible for keeping your contact details current so that important information reaches you.

If any provision of these terms is held to be invalid or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law.

We may update these terms from time to time to reflect changes to the marketplace, legal requirements, food-safety expectations, payment flows, or operational practices. The latest version will be published on the website and will apply from the date stated at the top unless a different effective mechanism is required by law.

These terms are governed by the laws of England and Wales, although mandatory consumer protections in your place of residence may still apply where required. The courts of England and Wales will have jurisdiction unless applicable consumer law gives you a different mandatory forum.

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