Terms of Service

1. Agreement

By accessing Cooqly you agree to these terms and any policies linked from the service. If you do not agree, do not use Cooqly.

You may use Cooqly only if you are at least 18 years old and legally able to enter binding contracts. The platform is intended for residents located in the European Union and EEA launch markets.

2. Services

Cooqly provides tools to discover meals, book live cooking experiences, and coordinate orders between diners and independent chefs. Chef offers, ingredients, allergens, and fulfilment are the responsibility of each chef; Cooqly facilitates the connection and the payment flow via Stripe.

Cooqly operates as a digital marketplace and online intermediary: the commercial offer for each meal or experience is made by the independent chef (the trader). Cooqly is not the producer, manufacturer, packer, or importer of the food, and is not your counterparty for the supply of the dish itself — your contract for the food or service is with the chef, subject to these terms for use of the Platform. This description of roles does not limit any mandatory rights or obligations that apply to you or to Cooqly under EU, Lithuanian, or other applicable law (including marketplace and consumer rules).

3. Orders, payments, and platform fees

Pricing, taxes, delivery or pickup fee, and payment authorisation are confirmed at checkout. Payments are processed by Stripe and Stripe Connect; Cooqly does not store full card details.

The platform commission is based on the chef plan active at checkout: Elite 20%, Pro 15%, and Business 10%. The applicable platform fee is retained through Stripe Connect and the remaining amount is paid to the chef, net of Stripe processing costs and any legally required deductions.

Prices shown include any applicable value added tax (VAT). Chefs are responsible for determining whether they must register for VAT in their home country and, where required, for charging and remitting VAT on their sales. Cross-border B2C sales within the EU are below the €10,000 OSS threshold in the current launch configuration and are taxed in the chef's home country; once that threshold is exceeded the chef must register for the One-Stop-Shop (OSS) scheme and Cooqly will help reconfigure tax accordingly.

At checkout you must accept the checkout policy version shown on the payment screen. The policy version you accepted is recorded with your order.

4. Cancellations, refunds & disputes

This section describes what our platform can actually do. It matches the behaviour of our buyer cancellation endpoint (POST /api/orders/[id]/cancel while an order is still pending), admin refunds (POST /api/admin/refund), and disputes (POST /api/orders/[id]/dispute) so there are no surprises.

4.1 Before the chef accepts

You may cancel any order that is still in pending status directly from My orders. A full refund is issued automatically to the original payment method.

4.2 After the chef accepts or starts cooking

Once a chef has confirmed or begun preparing your order, cancellation is no longer self-service. You may open a dispute from the order detail page. A human at Cooqly reviews each dispute and can:

• issue a full refund to the original card (reason: requested by customer, duplicate, or fraudulent);
• issue a partial refund where agreed with the chef (for example, a missing side dish);
• decline the dispute with a written reason if the order was delivered as described.

When Cooqly issues a full refund through the admin tool, the order status becomes cancelled and the refunded amount, Stripe refund ID, and reason are recorded on the order row. Partial admin refunds do not automatically set the order to cancelled—the order may stay delivered or in another state while refund fields are updated. Buyer-initiated cancellation (POST /api/orders/[id]/cancel while the order is pending) issues a full refund to the original payment method, sets the order to cancelled, records refunded_at, and does not populate the same Stripe refund metadata fields that admin refunds write (those additional fields are for admin audit and partial-refund tracking). Stripe typically returns funds to the card within 5–10 business days.

4.3 Food safety and not-as-described

If food arrived spoiled, undercooked, or materially different from the listing, open a dispute within 24 hours of delivery and include photos where possible. These disputes are prioritised and almost always refunded in full.

4.4 Chef no-show

If a chef fails to fulfil an accepted order, Cooqly will refund you in full on your behalf once we confirm non-fulfilment. You do not need to chase the chef.

4.5 What refunds do not cover

Consumer-law rights in your jurisdiction (EU / Lithuania: 14-day withdrawal for most services) apply on top of this policy, except that perishable prepared food is generally exempt from distance-selling withdrawal once preparation has started. Payment processor fees that Stripe does not return (typically none for standard refunds) cannot be refunded by us.

5. Chef responsibilities

• Comply with all applicable food safety, hygiene, and labeling rules in their jurisdiction.
• Provide accurate listing details, ingredient information, and allergen disclosures.
• Prepare and fulfill accepted orders in line with the listed schedule and quality standards.
• Use live streaming in a lawful and professional manner consistent with these Terms.

6. Buyer responsibilities

• Provide accurate delivery and contact information.
• Review ingredient and allergen information before placing orders.
• Be available for delivery or pickup during the selected time window.
• Use the platform lawfully and not abuse refunds, disputes, or chargebacks.

7. Chargebacks

Please open a dispute with us before filing a chargeback with your card issuer — we can usually resolve a genuine problem faster than a chargeback can. Fraudulent chargebacks on delivered orders may lead to account suspension.

8. Acceptable use and prohibited conduct

You agree not to misuse the service, attempt unauthorised access, scrape the platform, or use Cooqly for unlawful purposes. We may suspend or terminate access for violations.

• Illegal, fraudulent, or deceptive activity.
• Harassment, hate speech, threats, or abusive behavior in live streams or chat.
• Misleading food descriptions, omitted allergens, or unsafe food handling.
• Uploading or streaming content that infringes third-party rights.

9. Limitation of liability

To the maximum extent permitted by law, Cooqly and its operators are not liable for indirect or consequential damages arising from use of the service. Food safety, allergen communication, and delivery handoff remain the chef's and customer's responsibility. Nothing in these terms limits liability that cannot be excluded by law (for example, gross negligence or liability for death and personal injury).

10. Contact & response times

Questions, refund requests, disputes, and legal notices: use the contact form on Help & contact. We aim to respond within one business day, and within a few hours for active-order issues (delivery, food safety, payment).

11. Illegal content, moderation & DSA

Under the EU Digital Services Act (Regulation (EU) 2022/2065), you may report allegedly illegal content or violations of our rules using the Report content form. For law-enforcement and regulatory requests only (not customer support), contact support@cheffys.eu.

Initial assessment: we aim to acknowledge reports within 48 hours (excluding public holidays in Lithuania) and to complete a first human review of clearly illegal material within that window where feasible. Complex cases (e.g. intellectual property, food-safety investigations, or requests requiring third-party evidence) may take longer; we will keep you informed if you left a valid contact address.

Appeals: if we remove or restrict content or accounts based on a report, affected users may reply to our decision email (or write to the same mailbox used for the report) explaining why the action should be reversed. We will confirm receipt within 48 hours and issue a reasoned outcome where the law requires it.

12. Changes

We may update these terms; continued use after changes constitutes acceptance. The “Last updated” date reflects the current version. Material changes to the refund or dispute policy will be highlighted on the Help page.

13. Governing law & dispute venue

These Terms are governed by the laws of the Republic of Lithuania. If we cannot resolve a complaint through our support and dispute process, court disputes are heard by competent Lithuanian courts, unless mandatory consumer law in your country grants a different venue.

13.1 Amicable resolution (pre-action)

Before filing a court claim relating to the Platform or an order, you agree to contact us through Help & contact and allow a reasonable time for us to investigate and respond (typically up to 30 calendar days, unless an active food-safety or payment issue requires a faster response). This does not replace or shorten any mandatory consumer or statutory rights or deadlines in your country.

13.2 EU online dispute resolution (ODR)

If you are a consumer resident in the European Union, you may use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. Using the ODR platform is optional and does not suspend any mandatory rules that apply to you or to us.

13.3 Consumer protection (Lithuania)

For information on out-of-court consumer dispute resolution in Lithuania, you may contact the Valstybinė vartotojų teisių apsaugos tarnyba (VVTAT). Nothing in this section directs you away from mandatory consumer rights.

14. Indemnity

You agree to defend, indemnify, and hold harmless MB SellixNet, Cooqly, and our officers, contractors, and processors, from and against any third-party claims, damages, losses, and reasonable legal fees arising out of: (a) your breach of these Terms or applicable law; (b) your misuse of the Platform; (c) inaccurate or unlawful content or information you submit; or (d) a dispute between you and a chef, except to the extent caused by our gross negligence or wilful misconduct. Nothing here limits liability that cannot be limited under mandatory law (including consumer protection).

15. Severability & entire agreement

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect. These Terms (together with policies linked from the service, including the Privacy Policy and Cookie Policy) form the entire agreement between you and MB SellixNet regarding use of the Cooqly marketplace as a diner or general user. Separate written or click-through terms apply if you register as a chef, including the Chef Agreement and fee schedules referenced from your dashboard.