User Guidelines

Overview

Our guidelines were developed to help make every experience feel safe, respectful and positive. They apply to everyone who uses any of our apps. It also includes interactions you may have with HomeBaked employees and contractors, through online support systems or over the phone. Please take a moment to read them.
The guidelines below explain some of the kinds of behaviour we encourage on the app, as well as the behaviours that may cause you to lose access to the HomeBaked app. There may be unforeseen events which result in you losing access to the HomeBaked app.

Guidelines for all

Everyone who signs up for a HomeBaked account must follow our User Guidelines.

Treat everyone with respect

Our community is diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.

Help keep one another safe

We’re hard at work every day to help create safer experiences for everyone. Your safety drives us.

Follow the law

We’re committed to following all applicable laws and earning your trust. We expect everyone who uses our app to adhere to applicable laws and regulations, as well as airport rules and regulations where applicable.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves. If something happens we encourage users to report it. To report, we encourage you to use our online Chat Support or alternatively email hello@homebakedapp.com.au so that our support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying HomeBaked.

Proper handling of food orders

Merchant bakers must comply with all relevant licensing requirements and all other food laws and regulations – including food safety and hygiene regulations – and industry best practices and HomeBaked policies. Merchant bakers must maintain valid licences and/or permits where applicable.

Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.

To help ensure that food reaches HomeBaked users safely, merchant bakers are encouraged to seal packages in tamper-evident packaging ahead of delivery. Merchant bakers are expected to act responsibly on information provided by HomeBaked users related to food allergies, intolerances or other dietary restrictions and reject order requests with which they cannot comply.

Proper delivery of orders

Merchant bakers may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance or accommodate HomeBaked users dietary restrictions. A sealed bag can make for a better HomeBaked user experience. Merchant bakers must deliver their goods safely and in accordance with relevant safety standards and any delivery guidelines provided by HomeBaked or local legislation.

Creating a positive experience

It’s important for merchant bakers to treat HomeBaked users with respect. Merchant bakers should fulfil the correct items in their HomeBaked user’s order. When a HomeBaked user receives missing or wrong items it can lead to a poor experience.

Long preparation times, long delivery handoff times (the amount of time it takes for the delivery to be received by the buyer) creates a negative experience for HomeBaked users. Merchant bakers that don’t meet the minimum standards may lose access to the HomeBaked App. If your behaviour is below an acceptable standard we will let you know. If at any time you are unsure of merchant baker or buyer rules and regulations, you may reach out to our team with any questions or concerns.

Prohibited items

Merchant bakers may only offer for sale items as expressly indicated in their product description and within the rules and regulations of local law and HomeBaked App Guidelines. Regulated or illicit items, and over-the-counter medications are not allowed to be offered on a merchant baker’s HomeBaked product list. HomeBaked may remove from – or otherwise limit your ability to post to – a merchant baker’s HomeBaked product list any items HomeBaked deems prohibited, inappropriate or offensive.

Follow all laws

We have standards based on applicable laws and regulations that everyone must follow. For example, using the HomeBaked app to commit any crime or to violate any other law is strictly prohibited. Everyone is responsible for knowing and obeying all applicable laws, including the rules of the road such as speed and traffic laws, food and food handling, at all times when using the HomeBaked app.

All relevant licences and accreditation requirements must be kept up to date if and where required. For example, all deliveries using a vehicle are required by law to maintain a valid driver’s licence, insurance and vehicle registration. HomeBaked users are not to ask a merchant baker to change their delivery address once an order has been confirmed, including requesting illegal or additional stops, drop-offs or manoeuvres.

For food sales, this includes meeting the applicable regulatory requirements for food preparation or required licenses and insurances in your area. Local rules about food sales and preparation may limit whether you can use the HomeBaked App.

Fraud and theft

Intentionally falsifying information or assuming someone else’s identityis against the law and isn’t allowed. It is important to provide accurate information when publishing products, creating and accessing your HomeBaked accounts, disputing charges or fees, and requesting credits. Only request fees or refunds that you’re entitled to, and use offers and promotions only as intended.

Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip or delivery for fraudulent purposes or otherwise; accepting order or delivery requests without the intention to complete, including provoking HomeBaked users to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges; intentionally requesting, accepting or completing fraudulent or falsified deliveries; picking up an item but falsely stating that all or a portion of the item was not delivered; actions intended to disrupt or manipulate the normal functioning of the HomeBaked app, including manipulating the settings on a phone to prevent the proper functioning of the app and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records or other data for fraudulent purposes.

Merchant bakers should never touch, take or eat any part of an order – this is considered theft and may result in loss of access to the HomeBaked app.

Order acceptance

If you’re a merchant baker and you don’t want to accept orders, use our in-built Blockout Dates feature to prevent orders from being made. This helps keep HomeBaked users aware of when you are available and when you aren’t able to fulfil an order.

How we enforce guidelines

Losing access to the HomeBaked app may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the HomeBaked app. If you violate any applicable terms of use, terms of the contractual agreement you agreed to when signing up for an account with HomeBaked, or any of these User Guidelines, you can lose all access to the HomeBaked app.

HomeBaked receives feedback through a variety of channels, reviews reports submitted to our support team that may violate our User Guidelines, and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. We may, at our sole discretion, also put a hold on your account or turn your account inactive until our review is complete.

Not following any one of our guidelines may result in the loss of access to your HomeBaked account. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the HomeBaked community, our employees and contractors or cause harm to HomeBaked’s brand, reputation or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the HomeBaked app. Any behaviour involving violence, sexual misconduct, harassment, discrimination or illegal activity while using the HomeBaked app can result in the immediate loss of access to the HomeBaked app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with Western Australia’s laws and legislation.

Last updated: March 3, 2020