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Terms of Service

Effective Date: 21 January 2026 | Last Updated: 21 January 2026

Welcome to DineDirect! These Terms of Service ("Terms") govern your access to and use of the DineDirect mobile application and services (collectively, the "Platform"). By creating an account or using our Platform, you agree to be bound by these Terms.

Please read these Terms carefully. They contain important information about your legal rights, remedies, and obligations, including mandatory arbitration provisions and class action waivers.

1. Acceptance of Terms

By accessing or using DineDirect, you agree to:

• These Terms of Service
• Our Privacy Policy
• Our Cookie Policy
• All applicable UK laws and regulations

If you do not agree to these Terms, you must not use the Platform.

2. Description of Service

DineDirect is a two-sided marketplace platform that connects:

• Customers: Individuals seeking to book private chef services for events, meals, and occasions
• Chefs: Professional private chefs offering culinary services

DineDirect acts solely as a marketplace platform. We facilitate connections and payments but are not a party to the service agreement between customers and chefs. We do not employ chefs, and chefs are independent contractors responsible for their own services.

3. User Accounts

3.1 Account Creation

To use the Platform, you must:

• Be at least 18 years old
• Provide accurate, current, and complete information
• Maintain the security of your password and account
• Notify us immediately of any unauthorized access

3.2 Account Types

• Customer Accounts: Free to create; used to search for chefs and book services
• Chef Accounts: Require verification of professional credentials, food hygiene certificates, and liability insurance

3.3 Account Termination

We reserve the right to suspend or terminate accounts that:

• Violate these Terms
• Engage in fraudulent activity
• Provide false or misleading information
• Receive multiple negative reviews or complaints
• Are inactive for more than 2 years

You may close your account at any time through the app settings. Upon closure, pending bookings must be completed or cancelled according to the cancellation policy.

4. Chef Verification and Approval

4.1 Chef Onboarding Requirements

To become a verified chef on DineDirect, you must provide:

• Professional Credentials: Culinary training certificates, apprenticeships, or equivalent professional experience
• Food Hygiene Certificate: Valid Level 2 or higher Food Safety and Hygiene certificate
• Liability Insurance: Public and product liability insurance (minimum £2 million coverage)
• Identity Verification: Government-issued photo ID (passport or driving licence)
• Right to Work: Proof of right to work in the United Kingdom
• Bank Account: UK bank account for receiving payments via Stripe Connect

4.2 Chef Approval Process

• Applications are reviewed within 3-5 business days
• DineDirect reserves the right to reject any application without providing a reason
• Approved chefs receive a "Verified" badge on their profile
• Chefs must maintain current certifications and insurance; verification may be periodic

4.3 Chef Suspension

Chef accounts may be suspended or permanently removed for:

• Multiple customer complaints or poor ratings (average <3.5 stars over 10+ bookings)
• Expired food hygiene certificates or insurance
• Violation of food safety regulations
• Fraudulent activity or misrepresentation
• Failure to complete bookings or excessive cancellations

5. Booking and Payment Terms

5.1 Booking Process

1. Request: Customer submits booking request with event details, date, number of guests, and preferences
2. Quote: Chef reviews request and provides a custom quote (itemized menu, pricing)
3. Acceptance: Customer accepts quote and makes payment
4. Escrow: Payment is held in escrow by Stripe until service completion
5. Service Delivery: Chef provides agreed-upon services
6. Completion: Funds released to chef after event completion; customer can leave a review

5.2 Payment Processing

• All payments are processed securely via Stripe
• Accepted payment methods: Credit/debit cards (Visa, Mastercard, Amex)
• Payments are in GBP (British Pounds) unless otherwise specified
• Customers are charged at the time of booking acceptance
• Payment authorization is required before service confirmation

5.3 Escrow System

5.4 Platform Commission

DineDirect charges a 20% service fee on all completed bookings.

• Customer Pays: Total booking amount (chef's quoted price + any add-ons)
• Chef Receives: 80% of the booking amount (after 20% commission deducted)
• Example: Customer pays £500 → Chef receives £400 (£100 goes to DineDirect)

The 20% commission covers:

• Platform maintenance and development
• Payment processing and escrow security
• Customer support and dispute resolution
• Marketing and chef promotion
• Insurance and compliance costs

Stripe Payment Processing Fees: Stripe charges approximately 1.5% + 20p per transaction, which is deducted from DineDirect's commission (not from chef earnings).

6. Cancellation and Refund Policy

6.1 Customer-Initiated Cancellations

Refund amounts are based on the time remaining before the scheduled event:

Cancellation Timeframe	Refund Amount	Chef Compensation
7+ days before event	100% refund to customer	£0 (no compensation)
3-6 days before event	50% refund to customer	50% of booking amount
Less than 3 days before event	No refund	100% of booking amount
Day of event or no-show	No refund	100% of booking amount

How to Cancel: Go to "My Bookings" in the app → Select booking → "Cancel Booking" → Confirm reason

Refund Processing: Refunds are processed within 5-10 business days to the original payment method.

6.2 Chef-Initiated Cancellations

If a chef cancels a confirmed booking:

• Customer receives a full refund (100%) regardless of timing
• Chef may incur a penalty or account suspension for repeated cancellations
• DineDirect will attempt to help rebook with another chef (if requested)

6.3 Force Majeure

In cases of unforeseen circumstances beyond either party's control (natural disasters, severe weather, government restrictions, medical emergencies), cancellations may be handled on a case-by-case basis with potential full refunds.

6.4 Refund Exceptions

Refunds may be withheld or reduced if:

• Customer provided incorrect event information (wrong address, date, guest count)
• Customer was abusive or violated Terms of Service
• Customer's actions made service delivery impossible

7. Chef and Customer Responsibilities

7.1 Chef Responsibilities

Chefs agree to:

• Provide services professionally and in accordance with agreed-upon menus/plans
• Maintain valid food hygiene certificates and liability insurance
• Comply with all UK food safety regulations and allergen labelling requirements
• Arrive on time with all necessary ingredients and equipment (unless agreed otherwise)
• Clean up thoroughly after service (leave kitchen in pre-service condition)
• Communicate clearly with customers about dietary restrictions, allergies, and preferences
• Honour quoted prices and not request additional payment outside the Platform
• Not share customer contact information or attempt to arrange future bookings outside DineDirect

7.2 Customer Responsibilities

Customers agree to:

• Provide accurate event details, guest counts, dietary restrictions, and allergies
• Ensure a safe and accessible working environment (functional kitchen, parking if needed)
• Provide access to agreed-upon equipment (ovens, refrigerators, utensils as discussed)
• Be present or have a designated contact person at the event location
• Treat chefs with respect and professionalism
• Not request services that violate UK laws or regulations
• Pay the agreed-upon amount via the Platform (no off-platform payments)
• Not share chef contact information or attempt to rebook outside DineDirect

8. Prohibited Conduct

The following actions are strictly prohibited on the Platform:

8.1 Off-Platform Transactions

8.2 Fraudulent Activity

• Creating fake accounts, reviews, or ratings
• Payment fraud, chargebacks abuse, or credit card testing
• Misrepresenting credentials, experience, or qualifications
• Using false identities or stolen information

8.3 Harassment and Abuse

• Threatening, abusive, or discriminatory language
• Sexual harassment or inappropriate advances
• Discrimination based on race, religion, gender, sexual orientation, disability, or age
• Stalking or unwanted contact

8.4 Other Prohibited Activities

• Spamming, phishing, or distributing malware
• Scraping or harvesting user data
• Reverse engineering the Platform
• Posting illegal or harmful content
• Impersonating DineDirect staff or other users

9. Disputes and Resolution

9.1 Customer-Chef Disputes

If a dispute arises between a customer and chef:

1. Direct Communication: Attempt to resolve the issue directly through the in-app chat
2. File a Dispute: If unresolved, either party can file a formal dispute within 48 hours of event completion
3. DineDirect Mediation: Our support team reviews evidence (messages, photos, contracts) and makes a binding decision within 5 business days
4. Refund or Payment: Based on our decision, funds in escrow are released to the appropriate party

9.2 Evidence Requirements

To file a dispute, provide:

• Detailed description of the issue
• Photos or videos (if applicable: food quality, service issues, property damage)
• Chat message history
• Any supporting documents (booking confirmation, agreed-upon menu)

9.3 Common Dispute Scenarios

• Chef no-show: Full refund to customer
• Customer no-show: Full payment to chef
• Service quality issues: Partial refund based on severity (reviewed case-by-case)
• Allergic reaction: If chef failed to follow allergen guidelines, refund + potential chef suspension
• Property damage: Resolved through chef's liability insurance

10. Reviews and Ratings

10.1 Review System

• Customers can leave reviews and ratings (1-5 stars) after event completion
• Chefs can respond to reviews
• Reviews are public and visible on chef profiles
• Reviews cannot be edited or deleted (except in cases of abuse or false information)

10.2 Review Guidelines

Reviews must:

• Be honest, truthful, and based on personal experience
• Not contain profanity, hate speech, or personal attacks
• Not disclose personal information (phone numbers, addresses)
• Be relevant to the service provided

Prohibited: Fake reviews, review manipulation, incentivized reviews, competitor sabotage

10.3 Review Removal

DineDirect may remove reviews that:

• Violate our guidelines
• Contain false or defamatory information
• Are proven to be fraudulent
• Contain personal information or contact details

11. Intellectual Property

11.1 DineDirect IP

The DineDirect name, logo, app design, and all content are owned by DineDirect Ltd and protected by UK and international copyright, trademark, and intellectual property laws.

You may not:

• Use our trademarks without written permission
• Copy, modify, or distribute Platform content
• Create derivative works based on our Platform

11.2 User-Generated Content

By posting content on the Platform (reviews, photos, profile information), you grant DineDirect a worldwide, royalty-free, non-exclusive licence to:

• Display, reproduce, and distribute your content on the Platform
• Use your content for marketing purposes (with attribution)
• Modify your content for formatting or display purposes

You retain ownership of your content and can request removal at any time (subject to our data retention policies).

12. Disclaimers and Limitation of Liability

12.1 No Warranties

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

• Warranties of merchantability or fitness for a particular purpose
• Accuracy, reliability, or availability of the Platform
• Quality of chef services or customer conduct
• Uninterrupted or error-free operation

12.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY UK LAW:

• DineDirect is not liable for any indirect, incidental, consequential, or punitive damages
• Our total liability for any claim is limited to the amount you paid to DineDirect in the 12 months preceding the claim
• We are not responsible for chef negligence, food quality issues, property damage, or personal injury (covered by chef's insurance)
• We are not liable for service failures due to customer or chef conduct

12.3 Third-Party Services

We integrate with third-party services (Stripe, Google Maps, Firebase). We are not responsible for their performance, security, or privacy practices. See their respective terms and policies.

13. Indemnification

You agree to indemnify and hold harmless DineDirect, its affiliates, and employees from any claims, damages, liabilities, and expenses (including legal fees) arising from:

• Your use of the Platform
• Your violation of these Terms
• Your violation of any third-party rights (intellectual property, privacy, etc.)
• Services you provide as a chef (food safety issues, property damage, injury)
• Your conduct as a customer (false allegations, harassment, etc.)

14. Termination

We may terminate or suspend your account immediately, without notice, if you:

• Violate these Terms
• Engage in fraudulent or illegal activity
• Cause harm to other users or the Platform
• Repeatedly receive negative reviews or complaints

Upon termination:

• Your access to the Platform is revoked
• Pending bookings must be completed or cancelled (with appropriate refunds/payments)
• Funds in escrow are released according to our dispute resolution process
• You remain liable for any obligations incurred before termination

15. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

Any disputes arising from these Terms or your use of the Platform shall be resolved in the courts of England and Wales.

For customers and chefs residing in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.

16. Dispute Resolution and Arbitration

For disputes between you and DineDirect (not customer-chef disputes):

1. Informal Resolution: Contact our support team at support@dinedirect.org to attempt resolution
2. Mediation: If unresolved within 30 days, either party may request mediation through a mutually agreed-upon mediator
3. Arbitration: If mediation fails, disputes shall be resolved through binding arbitration in accordance with the Arbitration Act 1996
4. Court Action: You retain the right to bring claims in small claims court for amounts under £10,000

17. Changes to Terms

We may update these Terms from time to time. Changes will be effective:

• Immediately upon posting for non-material changes
• 30 days after notice for material changes (email notification + in-app alert)

Your continued use of the Platform after changes take effect constitutes acceptance. If you do not agree to updated Terms, you must stop using the Platform and may close your account.

18. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions will remain in full force and effect.

19. Entire Agreement

These Terms, along with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and DineDirect regarding the use of the Platform.

20. Contact Information

21. Special Provisions for Chefs

21.1 Independent Contractor Status

Chefs acknowledge and agree that:

• They are independent contractors, not employees of DineDirect
• They are responsible for their own tax obligations (income tax, VAT if applicable)
• They are not entitled to employee benefits, sick pay, or holiday pay
• They have their own liability insurance and professional indemnity coverage

21.2 Tax Obligations

Chefs are responsible for:

• Registering with HMRC as self-employed
• Filing annual Self Assessment tax returns
• Registering for VAT if earnings exceed the UK threshold (currently £90,000)
• Paying National Insurance contributions

DineDirect will provide annual earnings reports to assist with tax filing but does not withhold taxes on your behalf.

21.3 Payout Schedule

• Funds are released 48 hours after event completion (to allow for dispute window)
• Payouts are processed via Stripe Connect to your registered UK bank account
• Minimum payout threshold: £10 (smaller amounts accumulate until threshold is met)
• Payout frequency: Every Monday (for all eligible completed bookings from the previous week)

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