Terms & Conditions

1. Introduction & Our Role

1.1. Sweet Canvas ("we", "us", "the Platform") is operated by Sweet Canvas Ltd, a company registered in Nigeria. These Terms & Conditions ("Terms") govern your use of the Sweet Canvas website and any associated mobile applications (together, "the Website").

1.2. Sweet Canvas provides a marketplace platform connecting customers ("you", "Customer") with independent verified bakers ("Vendors" or "Bakers"). We are not the baker. The legal contract for the supply and purchase of products is between you and the Vendor you place your order with.

1.3. By creating an account or placing an order, you agree to be bound by these Terms. If you do not accept these Terms, please do not use the Website.

1.4. We reserve the right to update these Terms at any time. Material changes will be communicated via email or in-app notification. Continued use of the Platform after changes constitutes acceptance.

2. Eligibility

2.1. You must be at least 18 years old to create an account or place an order on Sweet Canvas.

2.2. By using the Platform, you confirm that you are legally able to enter into a binding contract, that you will use the Platform for personal, non-commercial purposes, and that all information you provide is accurate and current.

3. Accounts

3.1. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.

3.2. You must not create multiple accounts, impersonate others, or share your account credentials with third parties.

3.3. We may suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or are inactive for an extended period.

4. Orders

4.1. Placing an order: Once you select products, configure customisations, provide delivery details, and submit payment, you enter into a contract with the Vendor. Please review all details carefully before confirming — errors in customisation text, colours, or delivery information may not be correctable after submission.

4.2. Order acceptance: All orders are subject to Vendor acceptance. Vendors have up to 24 hours to accept or decline your order. A confirmation email does not guarantee fulfilment. If a Vendor declines, any payment made will be refunded.

4.3. Order modifications: After submission, you may request modifications through the Platform's structured modification flow. Both parties may propose changes (price, date, design). A maximum of two modification rounds is permitted, after which the order must be accepted or cancelled.

4.4. Custom products: Cakes and baked goods are custom-made to your specifications. The final product may vary slightly from reference images due to the handmade nature of the goods. This does not constitute a defect.

5. Pricing & Payment

5.1. All prices are set by Vendors and displayed in Nigerian Naira (₦) unless otherwise stated. Prices include the product cost and any applicable add-ons but exclude delivery fees, which are shown separately.

5.2. Payments are processed securely through Paystack. We do not store your full card details.

5.3. Payment types:

• Full payment: For orders with delivery dates within 30 days, full payment is required at checkout.
• Deposit + balance: For orders with delivery dates more than 30 days away, a 30% deposit is collected at checkout. The remaining balance is due 2 days before the delivery date.

5.4. Escrow: All payments are held in escrow and released to the Vendor only after you confirm delivery or the order is marked as completed. This protects both parties.

6. Cancellations & Refunds

6.1. Customer cancellation: You may cancel an order through the Platform. Refund amounts are determined by how close the delivery date is:

• 7+ days before delivery: Full refund
• 3–6 days before delivery: 70% refund
• 1–2 days before delivery: 50% refund
• Same day / after baking has started: No refund

6.2. Vendor cancellation: If a Vendor cancels your order, you will receive a full refund regardless of timing.

6.3. Refund processing: Refunds are processed back to your original payment method. Please allow 3–5 business days for the funds to appear in your account, depending on your bank.

7. Delivery & Pickup

7.1. Delivery is fulfilled by the Vendor directly. Sweet Canvas does not operate delivery vehicles or courier services.

7.2. Delivery dates and time slots are estimates. We do not guarantee delivery within any specific timeframe. Factors including traffic, weather, and Vendor workload may affect timing.

7.3. You must provide accurate delivery details and be available at the delivery address. Failed delivery due to incorrect address, refusal, or unavailability does not qualify for a refund.

7.4. Pickup: Where you select customer pickup, the Vendor will provide a pickup address and instructions after order confirmation. You are responsible for collecting your order at the agreed time.

8. Allergies & Food Safety

8.1. Vendors are responsible for accurately listing ingredients and allergen information on their product pages.

8.2. If you have food allergies, intolerances, or dietary restrictions, you must communicate these directly to the Vendor via the order's special instructions or messaging feature before confirming your order.

8.3. Sweet Canvas does not inspect Vendor kitchens or certify food safety compliance. Vendors are responsible for compliance with applicable Nigerian food safety regulations (including NAFDAC where applicable).

8.4. Products may be prepared in environments that handle common allergens (nuts, dairy, gluten, eggs). Cross-contamination is possible.

9. Fresh Bake Guarantee

9.1. All Vendors on Sweet Canvas have agreed to our Fresh Bake Guarantee, committing to bake every order fresh — no pre-made stock.

9.2. If you believe a Vendor has violated the Fresh Bake Guarantee, you may report this through the Platform. We will investigate and take appropriate action, which may include Vendor suspension or removal.

10. Reviews & Content

10.1. Only customers who have received a delivered order ("verified purchasers") may leave reviews.

10.2. Reviews must be honest, relevant, and not contain defamatory, obscene, discriminatory, or illegal content. We reserve the right to remove reviews that violate these standards.

10.3. By posting reviews, photos, or other content, you grant Sweet Canvas a non-exclusive, royalty-free licence to display and use that content on the Platform.

11. Disputes

11.1. If you are dissatisfied with your order, please contact the Vendor first through the Platform's messaging system.

11.2. If you cannot resolve the issue with the Vendor, you may raise a dispute through the Platform. Our support team will review the case and mediate a resolution.

11.3. Dispute decisions are made at our reasonable discretion based on the evidence provided by both parties.

12. Concierge Service

12.1. The optional Concierge Service provides a dedicated support contact who follows up with the Vendor on your behalf from order to delivery.

12.2. The Concierge Service is a coordination and communication service only. It does not guarantee any specific outcome or override Vendor obligations.

13. Limitation of Liability

13.1. Sweet Canvas acts as a marketplace facilitator. We are not liable for:

• The quality, safety, legality, or suitability of products sold by Vendors
• Delays or failures in delivery
• Any illness, allergic reaction, or injury resulting from products consumed
• Loss of profits, data, or consequential damages arising from your use of the Platform

13.2. Our total liability to you for any claim arising from your use of the Platform shall not exceed the total amount you paid for the relevant order, or ₦50,000, whichever is lower.

13.3. Nothing in these Terms excludes liability for death or personal injury caused by negligence, or for fraud.

14. Prohibited Uses

You agree not to:

• Use the Platform for any illegal or unauthorised purpose
• Attempt to access other users' accounts or data
• Scrape, harvest, or collect data from the Platform without permission
• Circumvent the Platform's payment system or transact directly with Vendors off-platform
• Harass, abuse, or threaten Vendors or other users

15. Intellectual Property

15.1. All content on the Platform (design, code, logos, text) is the property of Sweet Canvas or its licensors and is protected by intellectual property laws.

15.2. Product images and descriptions are the property of the respective Vendors. Sweet Canvas has a licence to display this content on the Platform.

16. Force Majeure

Neither Sweet Canvas nor any Vendor shall be liable for delays or failures caused by events beyond reasonable control, including natural disasters, government restrictions, epidemics, civil unrest, power outages, or telecommunications failures.

17. Governing Law

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any disputes shall be subject to the exclusive jurisdiction of the courts in Lagos, Nigeria.

18. Contact

If you have any questions about these Terms, please contact us at hello@sweetcanvas.org.