Customer order terms

Your order is a contract between you and the baker named on the shop page, not with TrayLora or Mise-OS Limited.

The baker sets the product details, ingredients and allergen information, price, collection arrangements, and cancellation and refund terms, and is responsible for the products and for fulfilling your order.

Mise-OS Limited / TrayLora:

• provides ordering software and facilitation only;
• is not the seller, supplier or merchant of record;
• is not a party to the sale; and
• is not responsible for food quality, safety, allergens, hygiene, Food Hygiene Rating Scheme (FHRS) / registration status, or fulfilment.

A menu order is sent to the baker with the collection slot you choose. It is not confirmed until the baker confirms it. A custom request is not an order until you accept the baker's quote. Check all details before submitting or accepting.

You must answer the allergy question accurately and give relevant details. Bakes are usually made in a home kitchen that handles other allergens, so the baker cannot guarantee any product is free from an allergen unless they say so.

Platform allergen tags, prompts and highlighting are aids only and are not a safety guarantee. Ask the baker directly if you need more information before you order. The baker is responsible for the allergen information they give you.

The baker will tell you what payment is due and when. Card payments, when offered, are processed by Stripe for the baker. TrayLora does not receive your full card details or hold your money. Other payment arrangements are between you and the baker.

If the baker does not confirm within the reply time shown by their shop, an unconfirmed order may be cancelled automatically after twice that reply time (and never sooner than 24 hours) and the slot released. If a payment link is not paid by the deadline shown on it — based on the baker's payment window, typically 24–72 hours — the order may also be cancelled automatically and the slot released.

Collect from the location and within the time window shown in your order details. Contact the baker directly as soon as possible if you need to change or cancel an order. The law gives consumers a 14-day right to cancel many distance purchases, but this does not apply to goods made to your specification or likely to spoil quickly, so most cakes and bakes are not covered. If the baker has set their own cancellation and refund terms, shown on their shop page or in your confirmation, those apply; they must be consistent with your legal rights.

Contact the baker first about quality, allergens, late or missing fulfilment, refunds or cancellations. If a product is not as described, is not of satisfactory quality or is not fit for its purpose, you have legal rights against the baker (including under the Consumer Rights Act 2015 where you are a consumer). Nothing in these terms strips those rights.

We process your order details for the baker, who decides how they are used for your order. See our Privacy notice.

TrayLora supplies the ordering service but does not make, inspect, sell or deliver the products. To the extent the law allows, we are not responsible for the quality, safety, allergen content, hygiene or fulfilment of a baker's products — without limiting the baker's duties to you under consumer law.

Nothing in these terms limits your legal rights as a consumer against the baker, or any liability of Mise-OS that cannot lawfully be limited, including for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.