Definitions

In these Seller Terms:

Account means a registered Seller account on the Platform.

Applicable Law means all laws, regulations, codes of practice and regulatory requirements applicable to the Seller, the goods they sell and their use of the Platform.

Buyer means a person purchasing goods through the Platform.

Items — Any goods, food, drink, produce, products or other offerings listed, advertised or sold by a Seller through the Platform.

Listing means any product, service or business information published by the Seller on the Platform.

Order means a purchase placed by a Buyer through the Platform.

Platform means the Talleeo website, mobile applications and any related marketplace services operated by Talleeo.

Policies means the Seller policies published by Talleeo from time to time, which form part of these Seller Terms where stated.

Restricted Product means any product that is prohibited, restricted or subject to additional legal or platform requirements under the Seller Restricted Items Policy.

Seller, you or your means the individual, sole trader, partnership, company or other organisation registered to sell goods through the Platform.

Service means the marketplace service provided by Talleeo, including listing management, order processing, payment facilitation and related support services.

Talleeo, we, our or us means Talleeo Ltd, a company incorporated in England and Wales (Company No. 17199159) whose registered office is at 82a James Carter Rd, Mildenhall, IP28 7DE, United Kingdom.

User means any person accessing or using the Platform, including Buyers and Sellers.

Seller Terms and Conditions

This policy forms part of your agreement with Talleeo. We will investigate and may take action (including suspending the use of our site) if you breach these obligations.

By registering as a Seller, you appoint Talleeo as your disclosed commercial agent for the limited purpose of operating the marketplace, displaying your listings, facilitating customer orders, accepting payment from Buyers on your behalf, arranging refunds where required, deducting applicable platform fees, and providing related support services. The contract for sale of Items is between the Seller and the Buyer. Talleeo is not the producer, manufacturer, packer, preparer or seller of the Items unless expressly stated.

Purpose

At Talleeo we want our Sellers and customers to have the best possible food experience with us - that means keeping the communities we work with safe too. This policy sets out how we expect our Sellers to work with customers, communities and Talleeo.

Customer Experience

A great customer experience is one of the biggest drivers of order growth for your business.

That’s why, when handling your orders, we ask you to:

Put Safety First

Keeping our communities safe is our top priority. We have a number of policies you need to follow to make sure that customers have the best possible experience when they use Talleeo.

These policies include:

Be Respectful

As one of our Sellers, customers may be going in and out of your premises to pick up orders. We ask that you treat customers with respect and report any behaviour that you find unprofessional or intimidating to us directly, so we can take appropriate action.

To work with customers professionally, we ask that you:

We also ask you to be respectful when dealing with Talleeo representatives. Our teams are here to support you, but we take a no-tolerance approach to any abusive, inappropriate or discriminatory behaviour towards them.

Act in Good Faith

As one of our Sellers, you must act in good faith and cooperate with Talleeo in all matters relating to the services we provide you and customers. This means you should act honestly and in the spirit of the agreement, stick to the agreed common purpose of the agreement, and consider Talleeo’s interests as well as your own.

Examples of not acting in good faith, include, but shall not be limited to: using orders placed on the Talleeo platform to actively promote your own delivery channel and/or other delivery platform services, for example by including flyers, other promotional materials or branding for your delivery channel or other delivery platform services in or on bags containing orders from the Talleeo platform.

Reviews and Ratings

Honest customer feedback about our Sellers is an integral part of the Talleeo platform and helps everybody improve. You must comply with all applicable laws in respect of customer reviews on the Talleeo platform and your replies to customers who leave reviews, including the UK Digital Markets, Competition and Consumers Act 2024.

Talleeo reserves the right to verify reviews, remove reviews suspected to breach applicable law or platform policies, request information from Sellers relating to reviews, and suspend review functionality where misuse is identified.

To maintain trust and integrity, you must adhere to the following rules when it comes to reviews:

No Self-Review or Impersonation

You must not post reviews about your own business or menu items under any circumstances. You must not ask anyone connected to you (employees, friends, family) to post reviews on your behalf.

No Incentives or Solicitation

You must not offer or promise any payment, discounts, vouchers or other incentives in exchange for reviews. You must not ask users to remove negative reviews or offer to compensate customers for deleting or amending their feedback.

Reporting inaccurate reviews

If you believe a review is inaccurate or contains illegal, defamatory, or hateful content), report it to contact@talleeo.com.

Refunds, Chargebacks and Amounts Owed

The following costs remain the Seller’s responsibility in the event of any refund, amount owed, chargeback or dispute relating to the Seller’s Orders:

The Seller authorises Talleeo and its payment-service providers to recover these amounts by one or more of the following methods:

Where the Seller’s balance is insufficient, the Seller must pay the outstanding amount to Talleeo within seven calendar days of demand.

The Seller authorises Stripe and Talleeo to take the steps described above in accordance with Stripe’s connected-account terms and the Seller’s payment-account settings.

The Seller’s responsibility for outstanding amounts survives suspension, termination or closure of the Seller Account.

Talleeo will not recover an amount from the Seller to the extent that the refund, chargeback or loss was caused solely by Talleeo’s breach, negligence or error.

Talleeo may delay, withhold or adjust transfers for a reasonable period where necessary to manage anticipated refunds, chargebacks, complaints, fraud, regulatory risk or negative balances.

Talleeo may maintain a reasonable reserve having regard to the Seller’s transaction history, product risk, complaint history and anticipated liabilities.

How we investigate potential infringement

If we are made aware of a Seller who is acting in breach of these guidelines, or any other clause in their contract, we will investigate the report before taking any action on the account, and Sellers will be notified if we decide to take any action.

Where we believe a Seller has breached applicable laws or the rules in this policy in respect of reviews and ratings, we will remove any reviews we reasonably suspect have been posted in breach of applicable laws and this policy, and such reviews will no longer count towards your Seller rating.

Except where immediate action is necessary for legal, safety or fraud reasons, Talleeo will provide the Seller with reasonable notice of alleged breach and opportunity to provide information before suspension or enforcement action.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Business Seller Code of Conduct

This Code draws upon international standards and best practice (including the Ethical Trading Initiative Base Code and International Labour Organisation (ILO) Conventions) to align with key labour and ethical standards. It also deals with topics that are specific and critical to our business, such as food safety and integrity.

This isn’t just a policy statement - the standards in this Code are fundamental and non-negotiable. We will not work with any person or company who does not operate to the same values and standards.

Scope

This Code applies to all Talleeo merchants, suppliers, and contractors, and every member of your own supply chain (collectively referred to as “Business Sellers” throughout this Code). These standards supplement your legal obligations and the agreement between us.

Compliance with this Code

We take the matters described in this Code very seriously. We may require you to participate in monitoring or audits to demonstrate your compliance with this Code. If we have concerns that you are not meeting our standards, we expect you to collaborate to resolve any issues promptly. We reserve the right to cease working with you until the relevant concerns have been addressed. If the issues flagged are not resolved in a timeframe we consider appropriate in our absolute and sole discretion, we will not be able to work or continue working with you.

Doing Business Ethically and within the Law

We expect you to comply with all applicable laws. If you want to do business with Talleeo, you must do so in the right way. Where this Code and applicable law address the same topic, the higher standard should be applied.

Bribery and corruption will not be tolerated

Offering or receiving a bribe is prohibited. A bribe is something of value to someone else in exchange for an improper advantage, and can include cash or cash equivalents, services, offers of employment, charitable donations, political contributions, travel and/or entertainment expenses, meals or gifts. You may not offer or accept any such items of value on Talleeo’s behalf. We don’t recognise a ‘that’s how business is done here’ excuse: local custom and practice does not justify bribery.

Follow our procurement and due diligence processes

You may be designated as an Associated Person, which means you perform a service for, or on behalf of, Talleeo. This represents a higher level of risk and we therefore conduct due diligence on our third parties. If asked to complete a due diligence questionnaire, we expect that you do so faithfully, promptly and to the best of your knowledge.

We expect you to operate with financial integrity

Business Sellers should avoid conflicts of interest that could affect our business relationship and notify us where any arise. All business records should be transparent and accurate. You should maintain appropriate controls to detect money laundering and corruption.

We expect you to prevent fraud

We expect our business Sellers to implement reasonable procedures to prevent fraud, including reviewing anti-fraud systems and controls to cover fraud committed by employees or agents. This includes false representation; failing to disclose information; abusing a position; obtaining services dishonestly; false accounting, statements or trading; participating in a fraudulent business, or cheating the public revenue. We expect you to promptly report any request or demand from any third party to facilitate fraud in relation to Talleeo business.

The Seller shall comply with all applicable UK data protection and privacy laws, implement appropriate technical and organisational measures to protect personal data, notify Talleeo promptly of any actual or suspected personal data breach affecting Platform users, and cooperate with Talleeo in relation to any regulatory enquiry or data incident.

The Workplace

Work is freely chosen and offered on fair terms

No person should ever be forced to work for or provide services to you. Individuals have the freedom to leave their employment or engagement at any time on giving reasonable notice and without reprisal. They should be offered fair terms that comply with relevant laws.

We do not tolerate child labour

We have a collective responsibility to ensure that children are not forced into labour. You must take appropriate measures to prevent child labour, in line with relevant ILO Conventions and in line with the UN Convention on the Rights of the Child. ‘Child’ is any person employed under the minimum age for children to work in the relevant country. People under the age of 18 should not be asked to work night shifts or to complete dangerous tasks. All contractors who are riders, and any substitute, must be 18 years and over.

Non-Discrimination and Respect at Work

Any form of abuse or harassment is categorically not accepted

Every individual can expect to be treated with respect and dignity. Inhumane treatment, any physical, verbal or other abuse and any and all forms of harassment must be strictly prohibited. Where abuse is identified, meaningful remedial actions must be taken immediately.

Discrimination will not be tolerated

We do not tolerate discrimination in hiring and employment practices on the grounds of age; gender reassignment; marital/civil status; pregnancy status; disability; race, including colour, nationality, ethical or national origin; religion or belief; sex; sexual orientation. This includes hiring, promotion, compensation and vendor selection. You should strive for diversity and inclusion through all aspects of your operations and supply chain.

Respect is non-negotiable

When engaging with Talleeo employees, contractors, or representatives, Business Sellers must conduct themselves with absolute professionalism, dignity and respect at all times. You should never engage in disrespectful, demeaning or discriminatory behaviour, including microaggressions based on any of the characteristics outlined above, or create a hostile or unwelcoming environment. We consider the appropriate treatment of those you interact with to be fundamental to the integrity of our relationship. Any reported incident of abusive, inappropriate or discriminatory behaviour towards a Talleeo representative or other third party will be investigated promptly.

Wages, Benefits & Working Hours

Workers are compensated fairly

Business Sellers must comply with all applicable wage and hour laws and regulations, including those relating to minimum wages, overtime hours and other elements of compensation, and provide legally mandated benefits. All deductions from wages must be lawful, fair and transparent. Individuals should not be required to pay fees associated with their recruitment.

Workers should understand their hours and working conditions

Do not exceed prevailing local work hours or force people to work more than the allowable time without their consent. Provide clear and understandable written information about conditions with respect to wages, benefits, location of work, living conditions, housing and associated costs.

Freedom of Association, Collective Bargaining and Workers Councils

Freedom of association and representation is respected

Business Sellers should respect workers rights to associate freely, bargain collectively, join or not join trade unions, seek representations and join workers’ councils in accordance with local laws, without fear of reprisal, discrimination, intimidation or harassment.

Workers should have access to fair procedures to be able to voice concerns

You should provide appropriate mechanisms for people to raise concerns. Reports should be investigated and remedial actions taken where required. People who raise good faith concerns should be protected from retaliation.

Health & Safety at Work

Prioritise food safety and integrity

For those Business Sellers who prepare or sell food, we take very seriously our role in promoting food safety. Stringent food hygiene processes are essential to ensuring customers are safe and the food they receive is amazing. You are responsible for ensuring that the products that you sell are safe and compliant with applicable law and Talleeo policies.

Prioritise product safety and integrity

For those Business Sellers who sell non-food items, we take equally seriously our role in promoting product safety and compliance. You should list and sell products only when you have the legal right to do so and, in some cases, permission from Talleeo. You must ensure that you only list items in accordance with our Restricted Products Policy and not list items outlined in this Policy. You are responsible for ensuring that the products that you sell are safe and compliant with applicable law and Talleeo policies.

Provide a safe and healthy working environment

Working hours must not be excessive - employees and workers have the right to breaks and to rest periods. Overtime shall be used responsibly, in accordance with local laws and not as a substitute for regular employment or engagement. Working environments must meet basic human needs - as a bare minimum, clean drinking water and toilets must be available. Functioning and safe equipment should be provided as needed and appropriate steps should be taken to prevent accidents, including programmes that encompass occupational safety, illness, industrial hygiene, sanitation and ergonomics. Business Sellers should be prepared for and respond to foreseeable emergencies and will learn from past incidents.

Protect the Environment

We expect Business Sellers to recognise the importance of the environment around us. Business Sellers should embrace sustainability and seek to have a positive impact on communities. Conduct operations with the aim of preserving the environment and reducing negative impacts. We also encourage you to support local communities and engage in social investments for positive change.

Responsible Sourcing

We expect you to demand the same standards from your own supply chain, and be able to answer our questions about how your own suppliers or substitutes operate. Your sourcing strategy should promote responsible and ethical choices. You should conduct risk-based due diligence to understand who you are doing business with.

This Business Seller Code of Conduct is just the beginning

Risk must be assessed and mitigated on an ongoing basis. These standards must be more than a statement of intentions. We expect you to continuously review your processes, controls and supply chain and ensure that you meet the standards in this Code, and make improvements as needed. Talleeo reserves the right to update this Code of Conduct from time to time.

Raising concerns

If you have an existing relationship with Talleeo and are not sure whether your own standards meet those of this Code, get in touch with your contact at Talleeo as soon as possible so that we can work together to address this.

We support the reporting of any conduct of any Talleeo employee, merchant, supplier or rider that the reporter believes in good faith to be an actual, apparent, or potential violation of our Code of Conduct. If you have any such concerns, please tell us by emailing contact@talleeo.co.uk so that we can act promptly. All information you provide will be treated confidentially and disclosed only as necessary, including to investigate or report a matter.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Registration and Licensing Policy

This policy forms part of your agreement with Talleeo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.

Purpose

It’s critical to Talleeo that all its Sellers operate in a way that is safe, responsible and legally-compliant. This policy sets out the types of registrations, licences and permits that you may require in order to sell products through the platform. It is not intended to be an exhaustive list.

Registrations and Licences

It is your responsibility to ensure that you have all appropriate registrations, licences and permits in place for your business. It is also your responsibility to comply with all conditions and requirements of your registrations, licences and permits.

In the event that we reasonably believe that you do not have appropriate registrations, licences and permits in place or that you have not complied with the requirements of those registrations, licences or permits, without prejudice to any other rights or remedies we have, Talleeo may suspend access immediately where required for legal, regulatory, fraud or consumer safety reasons. In all other cases, Talleeo may provide notice and opportunity to remedy where reasonably practicable.

You may need to register with your local authority or other relevant regulators in order to sell or supply certain products.

Additionally, premises of food businesses that make, prepare or handle food that comes from animals (e.g. meat, fish, egg or dairy products) may need to be approved by the local authority or other relevant regulator.

If your income exceeds the relevant threshold, you may need to register for VAT.

Consult a professional advisor if you are unsure of any of the obligations above.

A licence or authorisation may be required in order for certain activities to be carried out, for example, for:

VAT Responsibility

Talleeo operates as an online marketplace connecting independent food makers with buyers. Talleeo does not act as the seller of any food items listed on the platform. Each Seller is solely responsible for:

Talleeo does not calculate, collect, or remit VAT on behalf of Sellers for the sale of their food items. Any VAT obligations arising from a Seller’s listings, pricing, or sales remain entirely with the Seller.

Talleeo will charge VAT only on its own platform fees, commissions, or services where applicable.

Insurance Obligations

Each Seller is solely responsible for obtaining and maintaining all insurance required for the safe and lawful preparation, handling, and sale of food through the Talleeo marketplace. This includes, at minimum:

Sellers must ensure their insurance policies remain valid, active, and adequate for the nature and scale of their business at all times while using Talleeo.

Responsibility for Claims

All risks, liabilities, claims, or costs arising from the Seller’s food production, handling, packaging, or sales rest entirely with the Seller. Talleeo does not provide insurance for Sellers and is not responsible for any claims made against a Seller, including (but not limited to) claims relating to food safety, allergens, contamination, illness, injury, or regulatory breaches.

Proof of Insurance

Talleeo may request evidence of a Seller’s insurance at any time. Sellers must provide valid documentation promptly upon request. Failure to maintain appropriate insurance or provide proof when requested may result in suspension or removal from the marketplace.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Food Hygiene and Safety Policy

Purpose

We take customer safety very seriously and we’re confident that our Sellers do too. Stringent food hygiene processes are essential to ensuring customers are safe and their food is amazing. This policy sets out the food hygiene and safety standards that we expect Sellers to meet in order to sell their products through the Talleeo platform.

What we expect from our Sellers

You are responsible for ensuring that the products that you sell are safe and compliant with applicable law. If you are uncertain about any legal requirements, please seek advice from an expert.

We expect you to have food safety procedures in place that deal with all aspects of food safety and hygiene for your business in compliance with food hygiene laws and regulations, including:

Safe packing of food

Sellers must use packaging which is robust and suitable for use for collection. An order number should be attached to each order so that they can be clearly identified by the customer, you may also decide to optionally attach a receipt for the order. Sellers should also pack hot and cold items separately so as to maintain safe temperatures.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Food Hygiene Rating Policy

This policy forms part of your agreement with Talleeo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.

Purpose

Talleeo believes customers should be able to make informed choices when they want amazing food and drink. The ‘Food Hygiene Rating Scheme’, operated by local authorities in England, Wales and Northern Ireland by the Food Standards Agency, helps consumers make informed choices by providing them with information about food hygiene standards.

This policy sets out the minimum food hygiene rating (‘Rating’) requirements that we expect Sellers to meet in order to sell their products through the platform, and explains how Talleeo will display the Rating to customers.

Minimum Rating Requirements

Minimum rating ≥ 2

You need an FSA hygiene rating of at least 2 to list on the Talleeo platform, unless you fall within an Exception. The Seller shall notify Talleeo immediately upon becoming aware of any downgrade, inspection failure, enforcement action, hygiene improvement notice or suspension affecting its business.

Overview

Food Hygiene inspections are carried out by local authorities on behalf of the Food Standards Agency. Inspected Sellers are given a Rating between 0 and 5. These Ratings give customers clear information about a Seller’s food hygiene standards. To list on our platform, Talleeo requires Sellers to have a Rating of at least 2, unless you fall within an Exception.

Talleeo displays Sellers’ food hygiene ratings in the Seller section on the platform to make the Rating more readily accessible and to help customers decide upon the Sellers from which they wish to order. We also enable customers to filter five-star rated Sellers. We source and maintain this information directly from the UK Food Standards Agency, and Sellers falling below a Rating of 2 will therefore be removed from the platform except where an Exception applies.

New Sellers which are ‘awaiting inspection’

We will allow new Sellers ‘awaiting inspection’ to be listed on the platform (an ‘Exception’) where they have been granted an ‘awaiting inspection’ status on the Food Standards Agency database and we can verify the Seller is a legitimate business.

Display of Ratings on the platform

We display a Seller’s Rating on our platform. This is displayed in the ‘Restaurant Notes’ section, making it easier for customers to access food hygiene information and to decide upon the Sellers from which they wish to order.

We take this rating from a direct feed from the FSA website. If you become aware or believe that the Rating listed on Talleeo’s platform is incorrect, you should first check the information the FSA and your local authority holds for you and seek to resolve the matter with your local authority directly. You should then inform Talleeo if you believe there is a discrepancy in the information that is being displayed so we can investigate the matter further.

What else can you do to improve your Rating?

If you have received a Rating of 2, although you can trade on the platform you may still wish to consult with an independent third party to identify improvements that you can make with a view to obtaining a higher Rating.

What should I do if I am suspended?

If you wish to be reinstated on the Talleeo platform you will need to make improvements to remedy any issues that resulted in your Rating of less than 2. Once those improvements have been made, you should contact your local authority to request a re-visit. Once that assessment has been completed, if you have obtained a Rating of 2 or above, you should provide confirmation of your new Rating to Talleeo who will arrange for you to be reinstated.

What if I disagree with the Rating?

We understand that some Sellers may not agree with the Rating that is issued to them. You have the right to appeal to your local authority, the right to reply, and the right to request a re-visit inspection from your local authority. Details of these options will be contained in your Rating notification letter, but also see this FSA Information Note for further information.

The Seller shall cooperate fully with regulatory enquiries and provide reasonable assistance requested by Talleeo in connection with inspections, complaints or food safety matters.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Allergens Policy

This policy forms part of your agreement with Talleeo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.

Purpose

We take customer safety very seriously and we’re confident that our Sellers do too. Stringent food hygiene processes and accurate information about what meals contain and how they are prepared are vital for people living with allergies who must be constantly vigilant about the food they eat. This policy sets out the standards that we expect Sellers to meet in order to sell their products through the platform.

What we expect from our Sellers

You are responsible for ensuring that the products that you sell are safe and compliant with applicable law. If you are uncertain about any legal requirements, please seek advice from an expert.

These are the ways in which we can help you to comply with your obligations, along with the standards that we expect you to meet:

We signpost customers with allergies to contact the Seller to ask about ingredients and cooking methods in the allergen section on the listing. We also expect you to add specific allergens declarations on each item listing based on your own risk assessments. You can also add tailored information about your business and listings throughout your account. We encourage you to add tailored information about your business and your listings items on your Talleeo listings.

Your staff must be trained to respond to telephone queries about allergens from customers and you must ensure that allergen information is always available in writing (e.g. in allergen matrices) so that any allergen information given by your team verbally is verifiable, accurate and consistent.

You have a legal responsibility to add written notices of allergen content with each meal that you prepare, so that the customer has this information upon receipt. You can do this in the way that works best for you, for example this could be met by stickers on packaging or by including listings copies containing allergens information with orders.

It is important to protect against cross-contamination at all stages, from storage and preparation to receipt. You must ensure the packaging that you use is robust enough for its intended purposes.

In the event we become aware of a customer suffering an allergic reaction as a result of an order you have provided, we will notify you and ask you to investigate immediately. If you separately become aware of a customer suffering an allergic reaction as a result of an order you have provided, and you have received no communication from us, you will notify us of the incident as soon as possible.

Allergens

The 14 allergens that must be indicated if present in food are:

These minimum requirements for allergens may be subject to change and it is the Sellers responsibility to remain abreast of changes as and when they occur.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Listing Information Policy

Purpose

Talleeo believes customers should be able to make informed choices when purchase though Talleeo. This policy sets out the information standards that we expect Sellers to meet in order to sell their products through the platform.

What we expect from our Sellers

You are responsible for ensuring the accuracy, completeness and compliance with applicable laws, regulations and rules (in particular in respect of providing information required by applicable consumer laws and the Committee of Advertising Practice’s (CAP) Code) of all information input about listings for publication on the platform - even where Talleeo inputs such information on your behalf.

You are responsible for ensuring that the products that you sell are safe and compliant with applicable law. If you are uncertain about any legal requirements, please seek advice from an expert.

Alongside applicable law, these are the standards that we expect you to meet:

Food information requirements

You must ensure that all mandatory food information is available to the customer before they buy and when it reaches them. Queries from customers about mandatory food information should be answered quickly and accurately by our Sellers. The Seller shall ensure mandatory food information remains accurate and shall update listings immediately following any recipe, ingredient or supplier change.

Regulated Descriptions

Certain descriptions and foods may be controlled by specific regulations. For example, use of terms such as ‘organic’ or ‘gluten free’ may not be used unless the food meets the relevant regulatory requirements and care must be taken when referring to foods with protected descriptions, such as chocolate, meat products (sausages, burgers and pies), olive oil, wine and spirits; as well as foods with a protected geographical indication (e.g. Wensleydale cheese), protected designation of origin (e.g. Stilton) or traditional speciality guaranteed (e.g. farm fresh turkey). If you are uncertain about the use of regulated descriptions or where they may apply, please seek advice from an expert.

Age Restricted Products Tagging

When you list age restricted items on Talleeo, it is your responsibility to ensure that they are correctly tagged as “age restricted”, so that customers are aware that the order contains these items and can carry out age verification checks. Examples of age restricted items vary by location, but will include, for example alcohol.

It is your responsibility to confirm and ensure that your age restricted menu items are tagged correctly. If we believe that any of your menu items are not accurately tagged as age restricted, we reserve the right to tag the items or remove them from the platform.

Age Restricted Product Marketing

Please ensure any marketing (including category names, content (i.e. menu items included in a category) and imagery) of age-restricted products complies with applicable laws and the CAP Code. Some age-restricted products can not have discounts applied to them.

We expect you to ensure that age restricted items are surfaced in a socially responsible manner. With regards to alcohol, for example, this means that no category should suggest alcohol is an essential item or is indispensable, condone excessive drinking or be aimed at young people. This applies to items and descriptions, category names, order of items and imagery. For example, you should not describe categories that contain a significant volume of alcohol products as “essential” or “hangover cures”.

You should take into account any relevant guidance, including the Great Britain nutrition and health claims (NHC) register and the CAP Code around the criteria for using certain terms such as ‘fresh’, ‘pure’ or ‘natural’ in food labelling.

Misleading Descriptions

All information that you provide about the food that you sell must be accurate, clear and easy to understand so that customers can make informed food choices based on diet, allergies, personal taste and cost. Information must not be misleading as to the food’s characteristics, nature, identity, properties, composition, quantity, durability, country of origin or method of manufacture or production.

Safe Ingredients

You are responsible for ensuring that the food that you sell is safe for human consumption, does not contain prohibited ingredients and complies with applicable compositional requirements, including rules relating to novel foods, GMOs and additives etc.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Sellers Restricted Items Policy

Restricted items

We continue to expand the range of products that our Sellers are able to sell on the Talleeo platform. This broadens consumer choice and allows merchants to generate more revenue from using our platform. It is important that Sellers continue to list and sell products only when they have the legal right to do so and, in some cases, permission from Talleeo. This will ensure that consumers continue to be protected from any product listings that are illegal or against our guidelines set out below.

Contents

1. Items permitted on the Talleeo platform

2. Talleeo Policy Descriptions

3. Seller Listing Management

4. IP and Advertising Requirements

5. Monitoring, removal, suspensions and appeals process

1. Items permitted on the Talleeo platform

Sellers must ensure that only items that are in accordance with this policy and the terms of your Seller contract with Talleeo are listed on the Talleeo platform.

Talleeo may update this policy from time to time and, where changes materially affect Seller operations, will provide reasonable notice before implementation except where immediate changes are required by law, safety or regulatory requirements.

Sellers shall indemnify Talleeo, and be responsible for ensuring that all items listed by them on the Talleeo platform are lawful to sell, possess and are safe, and for ensuring that the Seller has all rights, permits, certificates, registrations, licences and required to sell all items listed by them. Sellers should, where appropriate, take their own legal advice in respect of the sale of products on the Talleeo platform.

2. Talleeo Policy Descriptions

Prohibited items

These are items that Sellers are prohibited to sell on the platform because they are illegal and Sellers cannot list for sale under any circumstance.

Unsupported

These are items that Talleeo has made a decision not to permit Sellers to sell on our platform. This might be because we don’t feel that it is right for our brand or Customer.

Restricted items

These are items that are legal for Sellers to sell but carry certain restrictions around how these are sold to the general public. These restrictions might be different for online sales.

2.1 Prohibited Items

Sellers must not list any items which are:

2.2 Unsupported Items

At Talleeo, we aim to provide a respectful and inclusive platform for all Customers. To maintain the integrity, professionalism and operational needs of our service, certain items, though not restricted, are deemed unsupported and will not be permitted for sale on our platform. These items include, but are not limited to:

3. Seller Listing Management

Tagging

Items which need to be tagged correctly by Sellers in order to be permitted on Talleeo.

There are some items which Sellers need to apply a tag to when adding them to their Talleeo listings. There are several reasons why a tag may be required.

Item tagging can be completed during the product listing by selecting the appropriate categories.

Age Restricted items (including but not limited to: alcohol, CBD products, tobacco products and cigarette papers, nicotine products including vapes, e-cigarettes and e-liquids, lighter refills containing butane and video recordings and games rated 18).

We are expanding this list of tags on a regular basis and the updates will be reflected on this policy once they are live.

It is the Sellers responsibility to tag these items correctly. This will ensure the items are sold in line with legal requirements and/or caps we may place on basket sizes. Items not tagged correctly will be deemed to be in breach of this policy.

Maximum Item quantity

Items for which Sellers must apply the max item quantity toggle to be allowed on the platform.

There are items for which Sellers must apply the max item quantity toggle to be allowed on the platform.

4. IP and Advertising Requirements

Intellectual Property infringement notices

We sometimes receive notices from third parties that a Seller brand name, item name or imagery infringes their intellectual property rights. We take these reports seriously and will investigate them swiftly.

The Seller represents and warrants that all names, branding, logos, descriptions, menu content, product listings, photographs and other content submitted to the Platform do not infringe any third-party intellectual property rights. The Seller shall indemnify and keep indemnified Talleeo against claims, damages, liabilities, costs and expenses arising from any alleged or actual infringement.

If we receive a notice regarding any of our Sellers, we will review the relevant site(s) during our investigation. We will contact you to notify you of the complaint and, if necessary, ask you to take action to resolve it. This may include changing your brand name, and/or changing menu item names and/or imagery or any other content hosted on our platform.

If you do not respond, or fail to comply with the request, we may have to suspend you.

Advertising & Promotional discounting - items to which advertising restrictions apply

Our policy on how advertising and compliance rules apply to Seller sites and how you surface items for sale (including, for example, category names and imagery) can be found in our Menu Information Policy.

Sellers should also be aware that certain items you may sell on our platform cannot be discounted and are prohibited from use in promotions.

Promotions that do not comply with applicable laws will be removed and may result in you being suspended from the platform.

5. Monitoring, removal, suspensions and appeals process

Removal of items which breach this policy

Talleeo operates regular and routine monitoring systems which search for keywords and product names to detect products which breach the terms of this policy (whether because they are illegal or are in breach of this policy for any other reason). There is then a human review stage to determine whether a product is allowed to remain listed on the platform. Any item deemed to be in breach of this policy will be removed from the platform.

If we believe that any of your items are not accurately tagged we reserve the right to tag the items or remove them from the platform.

Talleeo will notify you if / when it decides to remove a product from listing. This notification will include an explanation as to why the item has been removed.

Talleeo has a zero-tolerance approach to Sellers listing illegal or highly dangerous items. If a Seller lists an item which violates the Restricted Item policy, and is deemed highly dangerous and illegal, the Seller can be immediately removed from the Talleeo platform. Removal from the platform is permanent. If a Seller lists items which are highly dangerous, but legal, the Seller can be suspended from the platform. Suspension from the platform will last a duration of 60 days.

If a Seller violates and/or repeatedly infringes this policy and/or reintroduces a product after it has been removed by Talleeo, they may be suspended or permanently removed from the Platform.

Challenging the removal of a product from the Talleeo platform

If a Seller wishes to challenge or appeal the removal of an item, or lodge a complaint regarding our decision (including with respect to menu items and/or Intellectual Property), you should submit a Help request through your Hub Account. In this request, explain the product in question which has been removed, and explain why you believe the item is permitted, and does not breach the terms of this policy.

We will undertake a human review of your appeal, taking into account the information provided, as well as the relevant position established under this policy, to make a final decision. We will then notify you of this decision.

Changes

This policy may be updated from time to time, so check back regularly for updates. Where required, Sellers will be notified of changes to this policy.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Operational Success Policy

Context

We want to offer customers the best possible service when they order from Talleeo and to ensure that customers are able to pick up orders efficiently. Talleeo is committed to supporting all three sides of the marketplace. This all starts with the service which you, our Sellers, provide.

As a minimum, Talleeo considers that good service requires three things:

If you are a Seller, who fulfils the delivery of the order to customers itself, then in addition to the above, we believe excellent customer service also requires:

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Sellers Platform Integrity

1. Commitment to Platform Integrity

The Seller agrees to use the Talleeo platform in a way that protects the trust, safety, and smooth operation of the Talleeo community. The Seller must not engage in conduct that harms or undermines the platform’s reputation, systems, or commercial interests.

2. Non-Solicitation of Talleeo Buyers

The Seller must not, during their use of Talleeo and for 12 months after their Seller Account ends, directly or indirectly:

3. Non-Circumvention

The Seller must not attempt to bypass or interfere with Talleeo’s ordering, messaging, or payment systems. This includes:

4. Freedom to Trade Elsewhere

Nothing in this agreement prevents the Seller from:

The restriction applies only to the targeted solicitation or diversion of Talleeo buyers or transactions that originate on the Talleeo platform.

5. Protection of Platform Data and Community

The Seller must not misuse, extract, or repurpose any data obtained through Talleeo — including buyer information, order details, or analytics — for activities outside the platform or for competitive purposes.

6. Enforcement

Talleeo may take reasonable steps to monitor compliance with this section. Breach of this Platform Integrity clause may result in account suspension, termination, withholding of funds, or recovery of losses arising from the breach.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Cancellations Policy

Context

When an order is cancelled, it can negatively impact all three sides of the marketplace.

Cancellations can lead to customer disappointment, which damages trust in Talleeo’s platform and its Sellers' businesses. They also create costs for everyone. This is why, when Talleeo is responsible for an order cancellation, it will still pay Sellers for the order. When a Seller is responsible, the Seller will still be charged their standard commission fee to Talleeo (plus VAT/GST where applicable). This charge will cover the costs incurred by Talleeo of the cancelled order which may include the costs of managing the customer care process following the cancellation, and additional marketing and promotional activities required to encourage the customer to order again in the future.

Example reasons for cancellations

Orders may be cancelled for various reasons. In each instance, Talleeo will determine the party responsible for the cancellation, and the cancellation cost will be allocated accordingly. Below are some common cancellations reasons along with the party responsible for the cancellation cost:

1. The Seller cancels the order

The Seller cancels an order after accepting it. This includes situations where they don't have the necessary ingredients, are closing soon, or are too busy to prepare the order.

2. The customer cancels the order before it was accepted by the Seller

The customer cancels the order before it has been accepted by the Seller, perhaps because they ordered by mistake or changed their mind.

3. The customer requests a cancellation, and the Seller agrees

The customer requests to cancel an order after it has been accepted, and the Seller consents to the request.

If you are a Seller, you will be deemed responsible for customer cancellations due to lateness.

Challenging a decision

Talleeo appreciates there may be extenuating circumstances which are outside a Seller’s control and which have led them to cancel the order. If a Seller believes this to be the case and wishes to challenge a cancellation charge, they can do so by contacting Talleeo on contact@talleeo.com.

The Seller should reference the order number of the affected order/s in their ticket.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Customer Complaints Policy

Context

At Talleeo, we want every customer to have the best experience possible. However, we know that things don't always go to plan. This policy aims to detail what we expect from our Sellers if things do go wrong.

What we expect from our Sellers

All complaints and in particular those relating to food safety (e.g. allergens, foreign bodies) must be taken very seriously and investigated immediately.

A procedure for dealing with customer complaints should be part of your food safety procedures.

When carrying out an investigation, you should consider and be prepared to provide information on the following, as appropriate (non-exhaustive list):

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Complaints and Recall Policy

This policy forms part of your agreement with Talleeo. We will investigate and may take action (including suspending the provision of our services) if you breach these obligations.

Purpose

Talleeo wants every customer to enjoy their version of amazing; however, we appreciate that things don’t always go to plan. This policy sets out what we expect Sellers to do if things go wrong.

What we expect from our Sellers

All complaints, particularly those relating to food safety, allergens, contamination or product quality, must be recorded promptly and investigated without undue delay and in accordance with documented internal procedures.

The Seller shall maintain and implement a documented customer complaint and incident management procedure as part of its food safety management system.

When undertaking an investigation, you should consider and be prepared to provide feedback on the following matters, as relevant (not an exhaustive list):

a) any control measures in place to ensure that your products meet legal requirements and to prevent the alleged incident in question from occurring;

b) whether relevant due diligence paperwork was completed on the day in question, such as temperature records, cleaning checks, allergen matrices etc;

c) relevant staff training - including when it was last refreshed;

d) your compliance with any relevant food storage and labelling requirements;

e) number of portions of the food in question sold and whether you have received any similar complaints on the same day;

f) any micro-testing or historical data available to you on the item in question.

Withdrawal and recall

A withdrawal and recall procedure should be a part of your food safety procedures.

If you are uncertain about these legal requirements, please seek advice from an expert.

In the event of a recall, or potential recall, you must notify us as soon as practicable of the actions to be taken (or expected to be taken) in handling the affected menu items (e.g. return or disposal). To the extent that we are able, we will support you to remove the unsafe items from the supply chain and recall it from customers if necessary.

Talleeo may request information, records, photographs, corrective action plans or supporting evidence and may conduct reasonable compliance checks following any complaint, recall or safety incident.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Recall Policy

This policy sets out what you should do in the event of a product recall and how you should contact Talleeo.

Context

A product recall is initiated when a product has to be removed from sale because it is potentially unsafe. It is your responsibility to ensure that you include a recall process in your own food and product safety procedures including, where relevant, the registration with any appropriate centralised system collating recalls, and the monitoring of any such portal and any recall listing.

If you are in any doubt about these legal requirements, please seek expert advice.

What we expect from our Sellers

In the event of a product recall, you must:

Getting in touch

To contact us

To alert us to a product recall, email us using the email address below only if a product on our platform has been recalled:

Talleeo Recall <recall@talleeo.com>

We will acknowledge receipt of your notification. Please respond promptly to any further questions we may have, as we may need additional information to help us notify customers.

To ensure we have as much information as possible, please include the following information in your email:

For food recalls

The email should have the subject line ‘URGENT Food Recall’ followed by the product description as listed on the site.

The body of the e-mail must contain the following details:

For non-food product recalls

The subject of the e-mail must be ‘URGENT product recall’ followed by a description of the product and the product description as listed on the site.

The body of the e-mail must contain the following details:

Refunds

We will refund customers the cost of the recalled product when requested. The cost of the refund will then be passed on to you.

Recalls and suspension from the platform

It is your responsibility to inform us promptly and immediately remove affected products from sale. Talleeo may, where reasonably necessary to protect customers, comply with legal obligations or manage a food safety incident, immediately remove listings, pause ordering functionality, suspend affected menu items or suspend Seller access pending investigation.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com

Seller Support Policy

Purpose

It’s important to Talleeo that we support Sellers and work together to resolve any issues. This policy outlines how Sellers selling goods over the Talleeo platform can contact Talleeo, explains our approach to handling queries and complaints, and includes details regarding how you can request the involvement of a third party independent mediation service if you’re not satisfied with the resolution provided by Talleeo.

Overview

We always aim to ensure you have all the information you need to be able to successfully manage your use of our services and understand how to make the best out of working with us.

How to contact us

Sellers should submit a Help request through contact@talleeo.com

Our aims

We aim to respond to and resolve all queries and complaints within a reasonable timeframe. More complex queries or complaints may take longer to process or require further investigation, but we try to keep you informed during the process and apply consistent approaches to all similar queries and complaints.

For further information on the functioning and effectiveness of our internal complaints handling system pursuant to Article 11 of Regulation (EU) 2019/1150 (Platform to Business Regulation), please email contact@talleeo.com.

If you are not satisfied with the outcome or resolution provided then please let us know so we can try to resolve it and improve our processes.

Mediation

In the unlikely event we are not able to resolve an issue for you then you can request mediation through a mediator provided by the Centre for Effective Dispute Resolution (“CEDR”) in accordance with the CEDR Model Mediation Procedure.

Before any mediation can commence, you will need to have first raised the issue to the Team (as outlined above) and given us the opportunity to resolve your outstanding concerns.

CEDR operates as an independent non-profit organisation and there is a cost associated with using them. The level of such costs depend on the complexity and size of the matter and will be initially split between us. CEDR requires payment to be made before the mediation can start.

If we cannot agree on a mediator between us within 14 days of your request for mediation being sent then CEDR will nominate the mediator.

Contact Us

If you have any questions regarding this document, please contact:

contact@talleeo.com

https://www.talleeo.com