Order terms

You are buying from the shop whose name is on the page — the baker, kitchen, van or stall running the drop. They make the food, they set the price, they decide what is in it, and they hand it to you. Your contract for that food is with them.

Membber is the software the shop uses to run the drop and, when you pay by card, to take the payment. Membber is operated by Membber Ltd, a company registered in England and Wales under company number 17465037. Membber does not make, handle, store, label or sell the food, and is not a party to your purchase.

This is the same arrangement as a card machine or a till: the shop trades, the technology is ours. It matters because it tells you who to talk to first when something is wrong — the shop, who can actually fix it.

Every shop selling through Membber agrees that it complies with the food law that applies to it. In the UK that includes:

• Registering as a food business with its local authority at least 28 days before it starts trading. This applies to a home kitchen exactly as it does to a shop or a van, it is free, and it cannot be refused.
• Meeting food hygiene and food safety requirements, and cooperating with inspections by its local authority.
• Holding whatever hygiene rating, licences, insurance and permissions its business and premises need.
• Giving accurate information about the 14 major allergens, before you buy and again when you collect.
• Labelling and describing food correctly, including anything prepacked for direct sale.

These duties sit with the shop because that is where the law puts them. Membber does not inspect kitchens, verify hygiene ratings or check registrations, and does not hold itself out as doing so. If you want to see a shop’s hygiene rating, ask them, or look it up on the Food Standards Agency register.

Allergen information shown on a drop is written by the shop. Membber displays it exactly as given and does not add to it, check it or change it.

Food made in a small kitchen is very often made alongside other things. Unless a shop says otherwise in writing, assume that any allergen may be present through shared equipment or surfaces.

🔴 If you have a food allergy or intolerance, ask the shop before you order. Every drop has a way to message them, and they are required to answer accurately. Do not rely on a photograph, a product name or a previous batch.

Nothing in these terms limits the shop’s legal duty to give you accurate allergen information or to sell food that is safe to eat, and nothing in them excludes anyone’s liability for death or personal injury caused by negligence. Those protections are yours by law and cannot be signed away.

A shop chooses how it takes payment: by card when you order, by bank transfer to the shop after you order, or in cash when you collect. You are only offered the ways that shop takes, and the price is the same whichever way you pay.

Your order is placed when you order, not when you pay or collect. That is how a batch works: the shop bakes to the orders it has, so your order is what tells them to make it.

• Card. Payment is taken when you order. Payments are processed by Stripe. Card details are handled by Stripe and are never seen or stored by Membber or by the shop. The charge is made on the shop’s behalf and the money is theirs, less Membber’s fee and Stripe’s processing fee. Your bank statement shows the shop’s trading name where the shop has set one up.
• Bank transfer. You pay the shop directly, from your own bank, into the account shown on your order page and in your confirmation, quoting your order number as the reference, by the deadline shown. The money goes straight to the shop and is never held by Membber. Your collection code follows once the shop has recorded your payment. If the money has not arrived by the deadline the shop may release your order to someone else; if that happens nothing has been taken and nothing is owed.
• Cash. Nothing is taken until you collect. Bring the amount shown on your order page, and the shop takes it when they hand your order over.

Prices include VAT where the shop is VAT registered.

Drops are collection only. You choose a collection window when you order, and the address is on your confirmation.

Please come inside the window you chose. A batch is made for a particular morning, the shop is often working out of one kitchen, and a window that is missed by an hour can mean there is nobody there.

If you cannot make it, message the shop as early as you can. Many will hold something back or move you to another slot, but that is their decision and not a right you have under these terms.

Food not collected by the end of the last collection window on the day may be sold or given away, and no refund is due for a paid order that is simply not collected. This is not a penalty: the food was made for you, on the day, and it does not keep.

If you chose to pay in cash and do not collect, nothing is owed: no money was taken.

Because a batch is fresh food made to the orders received, the 14-day right to change your mind that applies to most online shopping does NOT apply here. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 that right does not cover goods that are liable to deteriorate quickly, or goods made to your specification. A batch bake is both.

You keep every other right you have. If what you collect is not of satisfactory quality, is not as described, or is not fit to eat, the shop must put it right — a refund, a replacement, or a price reduction, under the Consumer Rights Act 2015. Tell the shop, with a photograph if you can.

If the shop cancels a drop, or cannot make your order, you get a full refund of anything you have paid, the way you paid: a card refund through Stripe, which usually appears within a few working days; a bank transfer returned by the shop to the account it came from; cash returned by the shop. If you had not yet paid, there is nothing to refund and nothing is owed.

If you cannot reach the shop, or a refund you were promised has not arrived, contact Membber at hello@membber.com and we will help you get to them. We cannot decide a dispute between you and a shop, and we do not refund a shop’s sale out of our own pocket, but we can make sure you are being heard.

Membber is responsible for the software: that the page loads, the basket holds what you put in it, a card payment is taken once and only once, and your order number and confirmation reach you. If we get that wrong, tell us.

Membber does not hold money you pay the shop directly. A bank transfer goes into the shop’s own account and cash goes into the shop’s hand. If the shop owes you a refund on either, it is the shop that returns it, and we will help you reach them.

Membber is not responsible for the food. We do not make it, we cannot taste it, and we have never been in the kitchen. We are not responsible for the quality, safety, description, labelling or availability of what a shop sells, for whether a shop opens on the day, or for anything a shop tells you.

To the extent the law allows, Membber’s liability to you in connection with an order is limited to the amount you paid for that order. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.

These limits are Membber’s. They do not limit anything the shop owes you.

If you give a mobile number or an email address, we use it to send you what you asked for: your order confirmation, a reminder if a bank transfer is still to arrive, your collection reminder, and — only if you asked — a note when that shop opens its next drop.

Every alert can be stopped, in one step, from any message we send. Stopping alerts never stops your order confirmations, because those are part of the sale.

How we handle your details, how long we keep them and who sees them is set out in the Privacy Policy.

Do not order in someone else’s name, use a card or bank account that is not yours, or place orders you do not intend to pay for or collect. Do not try to take more of a batch than the limits allow, and do not use the message thread to abuse the person baking.

We can decline or cancel an order, and a shop can refuse one, where there is a good reason. If money has been taken it is refunded the way you paid.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you can bring proceedings in your own courts.

If a term turns out to be unenforceable, the rest still stands.

We may update these terms. The version that applies to an order is the one published when you placed it, and the date it was last changed is at the top of this page.

Questions about an order: message the shop first. Questions about Membber: hello@membber.com. Questions about your data: privacy@membber.com.