Terms of Service

1. Introduction & Acceptance of Terms

Welcome to Naadan.food, operated by Easyrun Pty Ltd (ABN 67 644 964 214), trading as Naadan.food ("we," "our," or "the Platform"). These Terms of Service ("Terms") govern your access to and use of our website, mobile application, and related services (collectively, the "Service").

By accessing or using Naadan.food, you agree to be bound by these Terms. If you do not agree to these Terms, you may not access or use the Service. We reserve the right to modify these Terms at any time, and your continued use of the Service constitutes acceptance of any modifications.

You must be at least 18 years of age to use this Service. By using the Service, you represent and warrant that you meet this requirement.

2. Description of Service

Naadan.food is an online marketplace that connects customers with home cooks, restaurants, and food suppliers ("Suppliers") offering authentic Kerala cuisine through a made-to-order model. The Service operates primarily in Australia.

We act as an intermediary platform facilitating transactions between Customers and Suppliers. We do not prepare, handle, or deliver food ourselves. All food items are prepared and provided directly by independent Suppliers.

Orders can be placed in advance for scheduled pickup, or for same-day collection depending on supplier availability, allowing Suppliers to prepare fresh food according to demand.

3. User Accounts & Registration

To use certain features of the Service, you must create an account. You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate, current, and complete.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to immediately notify us of any unauthorized use of your account or any other breach of security.

We reserve the right to suspend or terminate accounts that violate these Terms, provide false information, or engage in fraudulent activity.

4. Customer Terms

Ordering: When you place an order through Naadan.food, you are entering into a direct transaction with the Supplier. You agree to pay the listed price plus any applicable fees at the time of order.

Pickup: You are responsible for collecting your order at the designated time and location. Failure to pick up orders may result in forfeiture of payment and potential account restrictions.

Allergies & Dietary Requirements: It is your responsibility to check ingredient information and communicate any allergies or dietary requirements directly with Suppliers before ordering.

Reviews: You may leave reviews for Suppliers. All reviews must be honest, accurate, and comply with our community guidelines. We reserve the right to remove reviews that violate these standards.

5. Supplier Terms

Registration: Suppliers must complete our verification process, including providing proof of compliance with food safety regulations under the Food Act 1984 (Vic). This includes council registration appropriate to your food business classification (Class 2, 3, 3A, or 4), a Food Safety Supervisor certificate where required, and a Food Safety Program for Class 2 businesses. Home cooks preparing potentially hazardous foods (cooked meals, rice, meat, dairy) are typically classified as Class 2 and must be registered with their local council.

Listing Accuracy: Suppliers are responsible for ensuring all menu items, descriptions, prices, and availability are accurate and up-to-date. Misleading listings may result in account suspension.

Capacity & Stock Buffer: Suppliers should set availability with a reasonable safety buffer (for example, a small portion reserve for fast-moving items) rather than listing exact maximum kitchen capacity when shortages are likely.

Featured Deal Placement: Featured placement is controlled by Naadan.food admins and may be offered under a separate promotional arrangement. Suppliers cannot self-enable or self-remove featured status.

Regular Deal Scope: In the current MVP, regular-order deals can target either all active menu items or one selected menu item. When an admin-featured deal targets all items, featured presentation may use a supplier-level card linking to the supplier page.

Order Fulfillment: Suppliers agree to fulfill all confirmed orders according to the specified pickup time and quality standards. Consistent failure to fulfill orders may result in removal from the platform.

Food Safety: Suppliers are solely responsible for ensuring all food is prepared, stored, and handled in compliance with applicable food safety laws and regulations.

Featured Deals and Promotions

Suppliers may request paid promotion ("Featured Deals") to have their deals displayed prominently on the platform homepage. Featured placement is subject to admin approval at the platform's sole discretion, and the platform reserves the right to refuse, remove, or modify any featured placement at any time.

Featured placement does not guarantee any specific sales, views, or outcomes. To be eligible to request a Featured Deal, a Supplier must hold approved supplier status, maintain a minimum 4.0 star rating, and have active menu items listed on the platform.

Pricing for featured placements is set by the platform and may change from time to time. The rate applicable at the time of submission applies to that request.

6. Payments & Fees

Online Payment Processing: Online payments are processed securely by Stripe. By using online payment, you agree to Stripe's Terms of Service and acknowledge that Stripe's own fees and policies apply. Naadan.food does not store card details; all payment data is handled directly by Stripe.

Stripe Connect & Supplier Payouts: Suppliers who connect a Stripe account receive online payments transferred directly to them by Stripe, minus the applicable platform fee (including GST). Stripe payment processing fees are borne by the platform and are not deducted from the supplier's payout. Transfers are typically completed within 2–3 business days of the transaction, subject to Stripe's standard payout schedule. Naadan.food is not liable for delays caused by Stripe, your bank, or circumstances outside our control.

Cash (Pay at Pickup): For cash orders, no card charge is made before pickup. Payment is collected directly by the Supplier at the time of pickup. Naadan.food does not handle or process cash payments.

Price Display and Surcharges: All prices displayed on Naadan.food are in Australian Dollars (AUD) and include GST where applicable. Checkout displays the total payable amount before you confirm payment. Listed totals include applicable taxes and mandatory fees. If any card surcharge applies, it is disclosed before payment confirmation.

Service Fees: There is currently no service fee charged to customers. You pay only the listed price for your food items.

Supplier Platform Fee: Suppliers pay a 15% platform fee on each completed order, regardless of payment method. For online orders processed via Stripe Connect, the platform fee is deducted from the transfer at the time of payout. For cash orders, the platform fee is invoiced separately by Naadan.food and is payable within 7 days of invoice.

GST on Platform Fees: All platform fees (commission) are subject to GST at the prevailing rate (currently 10%). GST will be itemised separately on your commission invoice. If you are registered for GST, you may be entitled to claim an input tax credit for the GST component of the platform fee through your Business Activity Statement (BAS). We recommend consulting your tax adviser regarding your GST obligations and entitlements.

Promotional Periods: We may offer fee-free or reduced-fee promotional periods to Suppliers at our discretion. These include but are not limited to: first-month-free promotions for newly approved Suppliers, referral bonuses, and admin-granted promotional periods. Promotional terms, including duration and applicable platform fee rates, will be communicated to the Supplier in advance. Naadan.food reserves the right to modify or discontinue promotional offers at any time with reasonable notice.

Featured Deal Placement Fees: Featured deal placement fees are charged upfront via Stripe after admin approval of the featured deal request. Featured deal fees are non-refundable once the featured period has begun. If a featured period is cancelled by the platform before completion, a pro-rata refund may be issued at the platform's discretion.

Featured deal fees are separate from and in addition to regular platform commission fees. Featured deal placement fees are subject to GST at the prevailing rate (currently 10%), consistent with the treatment of other platform fees.

Payment Methods: Checkout may offer pay-at-pickup and/or online payment options (including credit/debit cards and digital wallets), depending on feature availability at the time of order.

Payment Method Storage and Security

When you save a payment card (for example, as a pickup guarantee for cash orders), we store only a secure reference token provided by Stripe, along with non-sensitive display information: your card brand (e.g. Visa), the last 4 digits of your card number, and your card's expiry date.

We do not store your full card number, security code (CVV), or any other sensitive card data on our platform.

All payment card data is processed and secured by Stripe in accordance with Payment Card Industry Data Security Standards (PCI DSS Level 1).

You may view or remove your saved payment methods at any time through your Account Settings.

7. Cancellations & Refunds

Customer Cancellations: Cancellation windows vary by supplier and are displayed at checkout. If you cancel within the allowed window, the order is cancelled. For cash pickup orders, no charge applies. For online card payments, eligible refunds are issued to the original payment method. Cancellations outside the window are not permitted as suppliers may have begun preparation. The cancellation windows above apply to change-of-mind cancellations only. If food you receive is defective, not of acceptable quality, or does not match its description, you are entitled to a remedy under the Australian Consumer Law regardless of the cancellation window.

Cash Order No-Show Policy

For cash payment orders above $20, you are required to provide a valid payment card as a pickup guarantee. Your card will not be charged at the time of order placement — you pay cash when you collect your order.

If you fail to pick up your order and have not cancelled within the applicable cancellation window, a no-show fee of up to 100% of the order total may be charged to the card on file.

A no-show is defined as failure to collect your order within 30 minutes after the end of your scheduled pickup window. You will be notified of any pending no-show fee and given 24 hours to dispute it before the charge is processed.

If the card on file cannot be charged, your account may be restricted from placing future cash payment orders. Repeated no-shows (3 or more) may result in permanent restriction of cash payment options on your account.

Supplier Cancellations: If a Supplier cannot fulfill an order, they must cancel it as soon as the stock issue is confirmed, include a clear cancel reason in-platform, and notify the Customer and Naadan.food. The order will be cancelled at no cost to the Customer.

Quality Issues: If you receive an order that does not match the listing description or has quality issues, please contact us at support@naadan.food with photos and details. We ask that you report quality issues within 24 hours of pickup to help us investigate effectively. This reporting timeframe does not limit your rights under the Australian Consumer Law. We will investigate and facilitate resolution on a case-by-case basis.

Nothing in these Terms excludes, restricts, or modifies rights you may have under the Australian Consumer Law, including consumer guarantee rights that cannot be excluded by contract.

8. Food Safety & Liability

Technology Platform Only: Naadan.food is a technology platform that connects Customers with independent food Suppliers. Naadan.food does not prepare, handle, store, cook, inspect, or deliver any food. All food is prepared and provided solely by independent Suppliers.

Sole Supplier Responsibility: All responsibility for food quality, hygiene, safety, allergen management, accurate ingredient labelling, and compliance with applicable food safety laws and regulations (including the Australia New Zealand Food Standards Code and any state or territory food safety requirements) rests solely with the individual Supplier. Naadan.food makes no representations or warranties — express or implied — regarding the quality, safety, suitability, or fitness for purpose of any food item listed on the platform.

Independent Suppliers: Suppliers are independent contractors. They are not employees, agents, partners, or representatives of Naadan.food. When you place an order, you are entering into a direct transaction with the Supplier, not with Naadan.food.

Allergies & Dietary Requirements: Customers with food allergies, intolerances, or special dietary requirements must communicate directly with the Supplier before ordering and exercise their own judgment. Naadan.food is not liable for allergic reactions, foodborne illness, or any adverse health outcomes resulting from consuming food purchased through the platform.

While we require Suppliers to hold applicable food safety permits and certifications as a condition of listing on the platform, we do not independently verify or audit ongoing compliance. Customers acknowledge that ordering food from home cooks carries inherent risks that differ from commercially regulated food service establishments.

8A. Indemnification

Supplier Indemnification: Each Supplier agrees to indemnify, defend, and hold harmless Naadan.food, Easyrun Pty Ltd, and their respective officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) any food quality, safety, contamination, or hygiene issue associated with food the Supplier prepares or provides; (b) any allergic reaction or foodborne illness suffered by a Customer or third party; (c) the Supplier's failure to comply with applicable food safety laws or regulations; (d) any inaccurate or misleading listing information provided by the Supplier; or (e) any act or omission of the Supplier in connection with fulfilling orders.

Customer Indemnification: Each Customer agrees to indemnify, defend, and hold harmless Naadan.food and its affiliates from and against any claims arising out of or relating to: (a) the Customer's misuse of the platform or breach of these Terms; or (b) the Customer's violation of any applicable law or third-party right.

Intellectual Property Indemnification: Each party agrees to indemnify the other against any third-party claims alleging that content or material that party provided infringes a third party's intellectual property rights.

9. Intellectual Property

All content on Naadan.food, including text, graphics, logos, images, and software, is the property of Naadan.food or its content suppliers and is protected by Australian and international copyright laws.

Suppliers retain ownership of their original content (such as menu descriptions, food photographs, and business logos) but grant Naadan.food a non-exclusive, worldwide, royalty-free licence to reproduce, display, distribute, and adapt such content in connection with the operation and promotion of the Service, for the duration of the supplier's account.

You may not reproduce, distribute, modify, or create derivative works of any content on the Platform without explicit written permission.

10. Privacy

Your privacy is important to us. Our collection, use, and disclosure of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

By using the Service, you consent to the collection and use of information as described in our Privacy Policy.

11. Prohibited Conduct

You agree not to engage in any of the following prohibited activities:

• Using the Service for any unlawful purpose or in violation of any laws
• Impersonating any person or entity, or falsely stating your affiliation
• Interfering with or disrupting the Service or servers
• Attempting to gain unauthorized access to any accounts or systems
• Posting false, misleading, or defamatory content
• Harassing, threatening, or abusing other users or Suppliers
• Using automated systems to access the Service without permission
• Circumventing any security measures or access controls

12. Group Deals and Collective Ordering

Group Deals allow multiple customers to order items at discounted prices when enough customers order together.

12.1 Payment Timing

When you join a Group Deal, your order is reserved on the platform. Group Deal orders are currently Pay at Pickup (cash) only.

• No card charge is taken before pickup

12.2 Price Changes

Your locked price may decrease if the deal reaches its target before your pickup. The lower final price will apply to your order total. Prices will not increase from your locked price.

12.3 Deal Cancellation

If a Group Deal does not meet minimum requirements by its deadline, the deal expires and linked orders are cancelled.

• No payment is collected for cancelled/failed Group Deals

If the deal succeeds and is confirmed, your order proceeds at the final deal price.

12.4 Order Modifications

Group Deal orders cannot be modified after placement. You may cancel your participation before the deal reaches its minimum order threshold. Once the minimum is reached and the deal locks, cancellation is no longer available as the supplier commits to fulfillment based on confirmed numbers.

12.5 Supplier Obligations

Suppliers participating in Group Deals agree to:

• Fulfill orders at the deal price
• Maintain quality standards regardless of order volume
• Provide pickup as scheduled

12.6 Platform Role

Naadan.food acts as a facilitator for Group Deals and is not responsible for deal success or item quality. Disputes regarding Group Deals shall be handled through our standard customer service process.

13. Dispute Resolution

Customer-Supplier Disputes: We encourage Customers and Suppliers to resolve disputes directly. If resolution is not possible, contact our support team, and we will facilitate mediation.

Governing Law: These Terms are governed by the laws of Victoria, Australia. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Victoria.

Informal Resolution: Before initiating any formal legal proceedings, you agree to first contact us and attempt to resolve the dispute informally for at least 30 days.

14. Limitation of Liability

To the maximum extent permitted by law, Naadan.food and its affiliates, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.

Our total liability for any claims arising from or related to the Service shall not exceed AUD $100 or the total fees (if any) paid by you to Naadan.food in the 12 months preceding the claim, whichever is greater.

We do not guarantee that the Service will be uninterrupted, secure, or error-free. The Service is provided "as is" without warranties of any kind, either express or implied.

Nothing in these Terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

15. Changes to Terms

We reserve the right to modify these Terms at any time. The current version number and effective date are displayed at the top of this page. Previous versions are available upon request by contacting support@naadan.food.

Notice of Material Changes: For material changes to these Terms, we will provide at least 14 days' advance notice via email to the address associated with your account. Your continued use of the Service after the 14-day notice period constitutes your acceptance of the updated Terms.

Significant Changes Requiring Re-Acceptance: For changes that materially affect payment terms, fee structure, or your core rights and obligations, we may require you to explicitly re-accept the updated Terms before continuing to use the Service. You will be prompted to re-accept at your next login.

If you do not agree to the modified Terms, you should discontinue use of the Service before the changes take effect.

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the remaining provisions, which shall continue in full force and effect.

17. Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemic, government actions, power failures, or internet outages.

The affected party must notify the other party as soon as practicable of the force majeure event and take reasonable steps to mitigate its effects.

18. Entire Agreement

These Terms, together with the Privacy Policy and any Supplier Agreement, constitute the entire agreement between you and Naadan.food regarding your use of the Service and supersede all prior agreements and understandings.

19. Contact Information

If you have any questions about these Terms of Service, please contact us: