Terms of Service

1. Acceptance of Terms

By accessing or using the Cakenest website (cakenest.in), mobile application, or any of our services, you agree to be bound by these Terms of Service. If you do not agree, please do not use our services. These terms are governed by the laws of India and comply with the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

2. About Cakenest

Cakenest is an online marketplace that connects customers with verified home bakers for premium handcrafted cakes. We act as an intermediary platform — cakes are baked and delivered by independent home bakers, not by Cakenest directly.

3. Eligibility

You must be at least 18 years old to use our services. By placing an order, you represent that you are of legal age to enter into a binding agreement.

4. Orders & Pricing

• All prices on Cakenest are listed in Indian Rupees (₹) and include GST where applicable.
• Prices may vary based on weight, customisation, and city of delivery.
• An order is confirmed only after successful payment via our payment gateway (Razorpay).
• Cakenest reserves the right to reject or cancel orders due to unavailability of ingredients, baker capacity, or delivery constraints.
• Delivery fees are charged based on your city and may be waived for orders above a specified amount.

5. Delivery

• We offer same-day and next-day delivery in select cities (Mumbai, Bangalore, Delhi, Pune, Hyderabad, Chennai, Kolkata, Jaipur, and Goa).
• Delivery times are estimates and may vary due to traffic, weather, or other factors beyond our control.
• You must provide an accurate delivery address and be available to receive the order at the chosen time slot.
• Cakenest is not responsible for delays caused by incorrect address details or recipient unavailability.

6. Cancellations & Refunds

• Before baker assignment: Full refund if cancelled within 1 hour of placing the order.
• After baker assignment: Cancellation may not be possible as the baker may have started preparation. A partial refund (up to 50%) may be offered at our discretion.
• Quality issues: If your order arrives damaged or does not match the description, contact us within 2 hours of delivery with photos. We will arrange a replacement or full refund.
• Refunds are processed to the original payment method within 5–7 business days.

7. User Accounts

You are responsible for maintaining the confidentiality of your account credentials. All activities under your account are your responsibility. Notify us immediately at help@cakenest.in if you suspect unauthorised access.

8. Nature of Service & Food Preparation

Cakenest operates as a technology platform that aggregates and facilitates the discovery, ordering, and delivery of handcrafted cakes prepared by independent home bakers across India. Cakenest is an e-commerce intermediary as defined under applicable Indian law.

All cakes offered through Cakenest are prepared by individual home bakers operating from kitchens that hold valid FSSAI registration or licensing as required under the Food Safety and Standards Act, 2006 and the Food Safety and Standards Regulations, 2011. Each cake delivered through Cakenest carries the preparing kitchen's FSSAI registration number on its physical packaging in compliance with applicable food safety regulations.

Cakenest verifies baker credentials at onboarding and performs ongoing quality monitoring. However, Cakenest is not the manufacturer of the food product and does not guarantee the absence of allergens beyond what is disclosed in product descriptions. Customers with severe food allergies are advised to contact Cakenest customer support at help@cakenest.in before ordering.

All customer concerns, quality complaints, refund requests, or food safety reports should be directed exclusively to Cakenest customer support at help@cakenest.in or +91 8837641250. Cakenest will investigate and mediate all such matters on the customer's behalf. Cakenest reserves the right, at its sole discretion, to issue refunds, replacements, or other remedies in accordance with our Refund Policy.

The customer's contractual relationship for each order is with Cakenest. Customers acknowledge that Cakenest, while taking reasonable care in verifying and monitoring its baker network, acts in the capacity of an intermediary platform.

9. Communication Policy

All communication regarding orders, modifications, cancellations, complaints, and inquiries must be directed through Cakenest's official channels: help@cakenest.in, +91 8837641250, or in-app support. Cakenest does not facilitate direct communication between customers and bakers. Bakers in the Cakenest network are contractually prohibited from initiating direct communication or off-platform transactions with Cakenest customers.

10. Baker Terms

• Bakers on Cakenest are independent contractors, not employees.
• Bakers must hold a valid FSSAI licence and pass our quality verification process.
• Bakers are responsible for food safety, hygiene, and the quality of cakes they prepare.
• Cakenest charges a platform commission on each order, as agreed during onboarding.

11. Intellectual Property

All content on Cakenest — including logos, text, images, and software — is the property of Cakenest or its licensors and is protected by Indian copyright and trademark laws. You may not reproduce, distribute, or create derivative works without written permission.

12. Limitation of Liability

Cakenest acts as a marketplace intermediary. While we verify bakers and maintain quality standards, we are not directly responsible for the preparation or delivery of food products. To the maximum extent permitted by law, Cakenest shall not be liable for indirect, incidental, or consequential damages arising from the use of our services.

13. Dispute Resolution

Any disputes arising from these terms or your use of Cakenest shall be governed by the laws of India. Disputes shall first be attempted to be resolved amicably. If unresolved, they shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.

14. Grievance Officer

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer can be contacted at:

• Email: help@cakenest.in
• Phone: +91 8837641250
• Response time: Within 48 hours of receiving the complaint

15. Changes to Terms

Cakenest reserves the right to modify these terms at any time. Changes will be posted on this page. Continued use of our services after changes constitutes acceptance.

16. Contact Us

For questions about these terms, reach out to us:

• Email: help@cakenest.in
• Phone: +91 8837641250
• Address: Delivering All Across India