Terms of Service

TrayLora is a software platform that helps independent bakeries and home bakers take and manage orders. Mise-OS Limited facilitates marketplace / transaction tooling only. Mise-OS is not the seller of food, not a party to sales between bakers and customers, and not responsible for food quality, safety, allergens, hygiene, fulfilment, baker conduct, or customer disputes about goods.

TrayLora is provided by Mise-OS Limited ("we", "us", "Mise-OS"), a company registered in England and Wales, company number 17481581, registered office Stable Block, Hursley Park Road, Hursley, SO21 2JN. Contact: traylora@mise-os.app.

TrayLora is supplied to businesses, not consumers, for the purposes of the Consumer Rights Act 2015 and related consumer legislation as between you and us.

By creating an account you confirm that: you are acting for a baking or food business (including as a sole trader, partnership or company); you have authority to accept these Terms; and you are not dealing with us as a consumer. If you are not a business customer, you must not use TrayLora as a baker.

3.1 TrayLora is an online software tool and ordering interface. We provide technology and related services that allow you to display a shop, take orders and quotes, manage capacity and collection slots, communicate about orders, and (where enabled) collect card payments via Stripe Connect.

3.2 You are the seller, merchant of record and contracting party with your customers. We are not:

• the seller, supplier, manufacturer or distributor of any food or other goods;
• a party to any contract of sale between you and a customer;
• your agent, partner, joint venturer, employee or employer;
• a marketplace operator that itself sells the goods (we facilitate tooling only); or
• responsible for verifying, inspecting, approving or guaranteeing any product, kitchen, registration, allergen statement, price, capacity or fulfilment promise.

3.3 Nothing in these Terms or in the TrayLora interface creates a partnership, joint venture, franchise, agency or employment relationship between you and us. You have no authority to bind Mise-OS or to hold yourself out as our agent.

3.4 Customer-facing Order Terms (published separately) explain to customers that their contract is with you, not with Mise-OS.

Give accurate information and keep your sign-in details secure. You are responsible for all activity on your account and for anyone you give access to. Tell us promptly at traylora@mise-os.app if you think your account has been accessed without permission. We are not liable for loss caused by your failure to keep your account secure, except to the extent caused by our negligence where the law does not allow us to exclude that liability (see section 14). You must be at least 18 and legally able to operate a food business in the United Kingdom (or the jurisdiction where you trade).

5.1 You decide what to sell, your prices, availability, capacity, collection (and any delivery) arrangements, and your shop policies (cancellation, refunds, allergens notices, lead times and similar). Per-shop policies are yours; we may provide fields or templates but we do not set or verify them.

5.2 You are solely responsible for:

• fulfilling orders and quotes;
• communicating with customers;
• handling complaints, refunds, cancellations and chargebacks relating to your sales;
• the quality, description, safety and fitness for consumption of everything you sell;
• allergen and ingredient information (see section 6);
• hygiene, premises and practices;
• food business registration with the relevant local authority and any required approvals;
• Food Hygiene Rating Scheme (FHRS) / equivalent obligations where they apply;
• consumer law as it applies to your sales to customers (including the Consumer Rights Act 2015 where customers are consumers);
• tax, VAT, National Insurance and accounting for your business;
• insurance appropriate to your business; and
• any other laws and regulations that apply to your food business and online sales.

5.3 Warranties you give us (continuing):

• you are (or will be before trading) lawfully registered as a food business where required;
• you will comply with applicable food safety, hygiene, labelling and allergen law;
• information you publish on TrayLora is accurate and not misleading;
• you have the right to use all content you upload;
• you will not use TrayLora for unlawful, unsafe or deceptive sales; and
• where you offer collection or delivery, you will fulfil in accordance with the arrangements you publish and with applicable law.

5.4 We do not make, inspect, sample, store, transport or deliver products. We do not verify your ingredients, allergen information, food registration, FHRS status, insurance, tax status or ability to fulfil an order. Listing, tagging or tooling features (including allergen tags and capacity tools) are aids only.

5.5 Any compliance attestation you give is your responsibility; it does not create a duty on us to police or audit your kitchen. Untruthful information is a material breach.

You are solely responsible for the accuracy and completeness of allergen and ingredient information you enter or share; for giving customers the allergen information the law requires before they buy and at collection/delivery; for acting on allergy information customers declare; and for your own allergen controls. TrayLora's allergen tags, prompts, checkboxes and highlighting are aids only, are not a substitute for your own controls, and do not guarantee that an order is safe for any person. We are not responsible for allergic reactions, intolerances, food-related illness, mislabelled allergens, or customer reliance on platform UI prompts.

7.1 New accounts receive a 14-day free trial without a card. After the trial, continued access costs £6.99 per month. No VAT is charged on the TrayLora subscription at this price at present. If VAT becomes chargeable or the price changes, we will give at least 30 days' notice and you may cancel before the change applies.

7.2 You must add a valid payment method and payment must succeed before access continues after the trial. If the trial ends without a paid subscription, your shop pauses for new orders immediately and you must subscribe to unlock it; there is no grace period on trial expiry.

7.3 Subscriptions renew automatically each month until cancelled. You can cancel at any time from the Billing page; cancellation takes effect at the end of the period you have paid for. Fees already paid are not refundable except where the law requires.

7.4 Failed renewal (paid subscriptions only): if a renewal payment fails on a paid subscription, you have a 24-hour grace period. During that period you can continue fulfilling existing open orders and your shop can continue taking new orders. If payment has not succeeded after 24 hours, your shop pauses for new orders and access locks until payment succeeds.

7.5 We will give at least 30 days' notice of any price increase, and you can cancel before it applies.

Where card payments are available, they are taken through your own Stripe account (Stripe Connect direct charges or equivalent). You are the merchant of record. Customers pay you; Stripe settles to you under your agreement with Stripe.

TrayLora / Mise-OS:

• does not receive, hold, custody or transfer customer purchase money as principal;
• does not take a commission on order value from customer payments (subscription fees are separate);
• does not become a party to the payment contract for the sale of goods; and
• does not receive customers' full card details.

You have a separate agreement with Stripe. Stripe's fees, terms, reserves, disputes and compliance rules apply. You are responsible for refunds, disputes, chargebacks, tax on sales, and for accurately recording payments received outside Stripe.

Complaints, quality issues, allergen concerns, late or missing fulfilment, refunds and cancellations about goods or your service must be handled between you and the customer. Customers are directed to contact you first. We are not obliged to mediate, adjudicate or refund customer purchase money. We may, at our discretion, pass on messages, suspend features, or take account action where we reasonably believe there is fraud, illegality, security risk, or serious harm — without accepting liability for the underlying sale.

Platform / billing issues about the TrayLora subscription itself should be raised with us at traylora@mise-os.app.

For personal data about your customers that you collect through TrayLora, you are the controller and we are your processor. The Data Processing Terms at the end of these Terms apply. You must have a lawful basis (including explicit consent for special-category allergy/dietary data), give customers the information the law requires, and handle their rights requests. For your own account details, we are the controller (see our Privacy notice).

Do not use TrayLora unlawfully or to facilitate unlawful sales; mislead customers (including about allergens, ingredients, registration, capacity or fulfilment); upload harmful, infringing, defamatory or unlawful material; copy, resell, scrape, reverse engineer or circumvent the service except as permitted by non-excludable law; share logins insecurely; interfere with or probe the service; or access another person's data without authority. We may suspend or restrict access where reasonably needed to protect customers, other users, third parties or the service.

We own TrayLora (software, design, branding and our content). We grant you a limited, non-exclusive, non-transferable, revocable right to use it for your business while your subscription (or trial) is active. You own the content and data you put into TrayLora and grant us a licence to host, process, transmit and display it solely to provide, secure and improve the service and meet legal obligations.

Where reviews, ratings or testimonials are available: the author is responsible for that content; do not post fake reviews or suppress lawful feedback in a misleading way; and we may remove content we reasonably believe is unlawful, abusive or infringing, without any duty to monitor all content. If you give us feedback we may use it without obligation to you.

We aim to keep TrayLora available but do not promise uninterrupted, timely, secure or error-free service. We may carry out maintenance and make reasonable changes. We take regular backups but do not guarantee recovery — keep your own copies of anything important. Notifications and emails can fail or be delayed; do not rely on them as your only way of tracking an order.

To the maximum extent permitted by English law, TrayLora is provided "as is" and "as available". We exclude all implied warranties and conditions (including satisfactory quality, fitness for purpose and non-infringement) that can lawfully be excluded in a business-to-business contract. We do not warrant that TrayLora will meet your food-business compliance needs or that allergen tooling will detect every risk. Nothing here limits liability that cannot lawfully be limited (section 14.1).

14.1 Mandatory carve-outs. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded or limited under English law.

14.2 Subject to 14.1, we are not liable for:

• loss of profit, revenue, business, contracts, goodwill, reputation or anticipated savings;
• loss or corruption of data;
• pure economic loss;
• indirect, special or consequential loss;
• the quality, safety, allergen content, description, hygiene or fulfilment of products you sell;
• allergic reactions or food-related illness linked to your products or premises;
• fines, enforcement, FHRS outcomes, regulator decisions or customer claims arising from your business;
• disputes between you and customers, Stripe, insurers or regulators;
• third-party services (such as Stripe, email and hosting) except to the extent of our proven breach; or
• your failure to register, insure, label or comply with food or consumer law.

14.3 Cap. Subject to 14.1 and 14.4, our total aggregate liability to you for all claims arising under or in connection with these Terms, whether in contract, tort (including negligence) or otherwise, is limited to the greater of (a) the fees you paid us in the 12 months before the first event giving rise to the claim and (b) £100.

14.4 Data protection / confidentiality uplift. For claims arising solely from our breach of the Data Processing Terms or the confidentiality obligations in them, the cap is instead the greater of (a) three times those 12-month fees and (b) £2,500.

14.5 The subscription price reflects this risk allocation; you should obtain your own insurance for residual risks.

You will indemnify, defend and hold harmless Mise-OS Limited and its officers, employees and agents against claims, losses, damages, costs (including reasonable legal fees), fines and expenses arising from:

• your products, services, premises, hygiene or fulfilment;
• allergen, ingredient or labelling information;
• food safety incidents, allergic reactions or food-borne illness linked to your business;
• regulatory investigation, enforcement, FHRS action or penalties;
• content, data or intellectual property you uploaded without the right to do so;
• your breach of data protection law as controller;
• claims by customers or third parties relating to sales made using TrayLora;
• your breach of these Terms or of the law; and
• tax or VAT on your sales (distinct from TrayLora subscription invoicing).

We will notify you promptly of covered claims and may allow you reasonable conduct of the defence, provided you do not admit liability or settle in a way that prejudices us without our prior written consent (not to be unreasonably withheld). This indemnity survives termination.

Neither party is liable for delay or failure caused by events beyond its reasonable control, including hosting or infrastructure outages, internet or power failures, cyber attacks despite reasonable security, epidemics, industrial action and government action. This does not excuse payment of fees already due.

You may cancel under section 7.

We may suspend your account immediately for security reasons, suspected fraud or unlawful use, non-payment after any applicable grace period, material risk to customers, or to protect the platform.

We may end your account: for material breach not fixed within 14 days of notice (or immediately for security, fraud or unlawful use); for non-payment (after the 24-hour paid-renewal grace period, or immediately on failed trial conversion); or for any reason on 30 days' notice (refunding any unused prepaid period if we end without cause).

After your account ends you have 30 days to export your data, after which we delete it, except records we must keep by law.

These Terms, together with the Privacy notice and Cookie notice, are the entire agreement between us about TrayLora. If any part is found unenforceable, the rest continues in force. A failure or delay in enforcing a right is not a waiver. You may not assign or transfer your rights without our consent; we may assign ours to a successor to the business. No one else has rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except our officers, employees and agents for the indemnity protections in section 15. For material changes to these Terms we will give at least 30 days' notice by email or in the app, and you may cancel before they take effect.

These Terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction (without prejudice to any mandatory consumer court rights if a court found you were a consumer — which you warrant you are not).

1. Subject matter and duration: providing TrayLora to you while your account is active, plus the wind-down period below.
2. Nature and purpose: hosting and processing customer order details so you can take, manage and fulfil orders.
3. Data and people: customers' names, email, phone, order details, collection choices, messages, custom-request photos, and allergy or dietary information (which may be special category data).
4. Instructions: we process this data only on your documented instructions (these Terms and your use of TrayLora), unless UK law requires otherwise. We will tell you if we think an instruction breaches data protection law.
5. Confidentiality: everyone we authorise to process the data is bound by confidentiality.
6. Security: we use appropriate technical and organisational measures, including encryption in transit, access controls that keep each baker's data separate, and logging.
7. Sub-processors: you authorise the sub-processors listed in our Privacy notice (including Lovable Cloud / Supabase — hosted in London, UK; Stripe; and Lovable Emails). We will give you at least 30 days' notice of changes by email or in the app; you may object on reasonable grounds and, if we cannot resolve it, cancel. We put equivalent data protection terms in place with each one. Lovable analytics is not used as a sub-processor.
8. Data subject requests: we will help you respond to customers exercising their rights.
9. Assistance: taking into account the nature of processing and the information available to us, we will help you meet your security, breach notification and data protection impact assessment obligations.
10. Breaches: we will tell you without undue delay after becoming aware of a personal data breach affecting your data.
11. End of service: you can export customer data at any time. At the end of the agreement we make it available to export for 30 days and then delete it, unless the law requires us to keep it.
12. Audits: we will make available the information reasonably needed to demonstrate we meet these Data Processing Terms and will allow audits that are reasonable in scope and timing. We prefer written questionnaires and independent certifications or audit reports where available. Audits are limited to once per calendar year, unless there has been a personal data breach affecting your data or a competent regulator requires more frequent access. Audits must not unreasonably disrupt our business or compromise security or other customers' confidentiality; we may require reasonable notice, confidentiality undertakings, and remote or document review where appropriate.

International transfers of customer data take place only with UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses in place. Liability under these Data Processing Terms is subject to section 14 of the Terms.