🐟 1. About GILLBITE Platform

GILLBITE Limited ("GILLBITE", "we", "our", or "us") operates a food delivery marketplace platform based in Thetford, Norfolk, United Kingdom. Our platform facilitates:

• Online food ordering from local independent kitchens
• Delivery coordination through independent drivers
• Payment processing for orders placed through our platform
• Communication between customers, kitchens, and drivers

What GILLBITE is NOT:

• A restaurant, cafe, or food preparation business
• An employer of kitchen staff or delivery drivers
• Responsible for the quality, safety, or accuracy of food prepared by kitchens
• Responsible for the actions of delivery drivers

✅ 2. Acceptance of Terms

By accessing or using GILLBITE, you agree to be bound by these Terms & Conditions. If you do not agree, you must not use our platform.

2.1 Eligibility

To use GILLBITE, you must:

• Be at least 16 years old (18 for Kitchen Partners and Drivers)
• Be capable of forming a binding contract
• Not be prohibited from using the service under UK law
• Provide accurate and complete registration information

2.2 Changes to Terms

We may update these terms at any time. We will notify you of material changes via email or in-app notification. Continued use after changes constitutes acceptance of the new terms.

👤 3. User Accounts

3.1 Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access

3.2 Account Information

You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate.

3.3 One Account Per User

You may only maintain one active account. Creating multiple accounts may result in termination of all accounts.

🛒 4. Terms for Customers

4.1 Payments

• Payment is processed at the time of ordering
• We accept card payments processed securely via Stripe
• Cash on delivery may be available for some kitchens
• You authorize us to charge your payment method for the total order amount

4.2 Cancellations & Refunds

• Before Kitchen Confirmation: Full refund available
• After Kitchen Starts Preparing: Refund at kitchen's discretion
• After Dispatch: No refund except for quality issues
• Quality Issues: Report within 24 hours with photos

4.3 Customer Responsibilities

• Be available to receive your order at the delivery location
• Respond to driver contact attempts
• Provide safe and accessible delivery instructions
• Treat drivers and kitchen staff with respect

🏪 5. Terms for Kitchen Partners

5.1 Legal Compliance

Kitchen Partners must:

• Be registered with your Local Authority as a food business
• Comply with Food Safety Act 1990 and Food Hygiene Regulations
• Hold appropriate food hygiene certificates
• For home cooks: comply with Natasha's Law and home business regulations
• Register for Self Assessment and/or VAT as required by HMRC

5.2 Order Fulfillment

• Accept and prepare orders promptly during your stated opening hours
• Provide accurate preparation times
• Package food safely and securely for delivery
• Communicate any delays or issues immediately

5.3 Indemnification

You agree to indemnify and hold harmless GILLBITE from any claims, damages, losses, or expenses arising from your food products, preparation, food safety incidents, customer complaints, breach of laws, or your staff/contractors.

🚗 6. Terms for Drivers

6.1 Driver Responsibilities

• Complete deliveries safely and professionally
• Handle food with care to prevent damage or contamination
• Communicate with customers and kitchens as needed
• Return all cash payments to kitchens promptly
• Maintain a professional appearance and conduct

6.2 Cash Handling

For cash orders:

• You must return all cash to the kitchen at the end of each shift
• Failure to return cash may result in charges to your registered payment card
• Repeated cash handling issues may result in account suspension

💳 7. Fees & Payments

7.1 Kitchen Partner Fees

Period	Platform Fee	Notes
Months 1-3	FREE	Trial period for new partners
Months 4-6	2%	Gradual introduction
Months 7-12	3%	Standard rate
Year 2+	5% max	Capped - never higher

Platform fees are calculated on the order subtotal (excluding delivery fees). Fees are deducted from payouts.

7.2 Driver Fees

Item	Fee	Notes
Platform Fee	5%	On delivery earnings only
Tips	0%	100% of tips go to drivers
Bank Transfer	20p	Per withdrawal

7.3 Customer Fees

• Delivery Fee: Varies by distance and kitchen
• Service Fee: Small fee on orders under minimum threshold
• Tips: Optional, 100% goes to the driver

7.4 Payouts

• Kitchen payouts are processed daily or weekly based on your preference
• Driver payouts can be requested at any time with instant or next-day transfer
• All payouts are made to verified UK bank accounts only

⚖️ 8. Limitation of Liability

8.1 Platform Liability

GILLBITE's liability is limited to:

• The functionality of the platform itself
• Processing of payments (via Stripe)
• Customer service and dispute resolution assistance

8.2 Exclusions

GILLBITE is NOT liable for:

• Food quality, safety, or preparation
• Allergic reactions or food poisoning
• Late or failed deliveries
• Actions of independent kitchens or drivers
• Loss of profits or business
• Indirect or consequential damages

8.3 Maximum Liability

In any event, GILLBITE's maximum liability shall not exceed the total fees paid by you to GILLBITE in the 12 months preceding the claim.

🚫 9. User Conduct

9.1 Prohibited Activities

You must NOT:

• Use the platform for any illegal purpose
• Harass, abuse, or threaten other users
• Provide false or misleading information
• Attempt to manipulate ratings or reviews
• Create fake orders or accounts
• Reverse engineer or hack the platform
• Use automated systems to access the platform
• Scrape data from the platform

9.2 Consequences

Violation of these rules may result in:

• Warning or temporary suspension
• Permanent account termination
• Withholding of earnings (for partners/drivers)
• Legal action where appropriate

🔚 10. Termination

10.1 Your Right to Terminate

You may close your account at any time by contacting us. Outstanding payments will be settled before closure.

10.2 Our Right to Terminate

We may suspend or terminate your account:

• For violation of these terms
• For fraudulent activity
• For serious or repeated complaints
• For extended inactivity
• At our discretion with 30 days notice

10.3 Effect of Termination

• Access to the platform will be revoked
• Outstanding balances will be paid (minus any amounts owed)
• Your data will be handled per our Privacy Policy

🤝 11. Disputes & Resolution

11.1 Order Disputes

For issues with orders:

1. Contact us via the app or email within 24 hours
2. Provide photos and details of the issue
3. We will investigate and respond within 48 hours
4. Refunds are issued to original payment method

11.2 Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be resolved in the courts of England and Wales.

11.3 Alternative Dispute Resolution

For unresolved complaints, you may use the EU ODR platform or contact the Retail Ombudsman.

📜 12. General Terms

12.1 Entire Agreement

These terms, together with our Privacy Policy and any specific agreements (Partner Agreement, Driver Agreement), constitute the entire agreement between you and GILLBITE.

12.2 Severability

If any provision is found unenforceable, the remaining provisions shall remain in effect.

12.3 No Waiver

Our failure to enforce any provision does not constitute a waiver of that right.

12.4 Assignment

You may not assign your rights under these terms. We may assign our rights to a successor company.

12.5 Third Party Rights

These terms do not give rights to any third party under the Contracts (Rights of Third Parties) Act 1999.