Terms of Service
These Terms of Service (“Terms”) apply when you browse our website, place an order, purchase products, or interact with Dipped Cookies (“Dipped”, “we”, “us”, “our”). By using our services, you agree to these Terms.
1. Acceptance of These Terms
These Terms form a binding agreement between you and Dipped Cookies. If you do not agree, please don’t use our website or services. We may update these Terms from time to time. The “Last updated” date reflects the most recent version.
If you continue using our services after an update, you’re agreeing to the updated Terms.
2. Eligibility & Use
You must be able to enter into a legally binding contract in New Zealand to place an order. You agree to provide accurate contact and delivery/pickup details, and to use our website in a lawful manner.
- No misuse, scraping, reverse engineering, or interfering with the website or ordering systems.
- No fraudulent chargebacks, false claims, or attempts to exploit promotions or policies.
3. Orders, Stock & Product Availability
All products are subject to availability. We bake in batches, and some flavours, toppings, or components may sell out. We may limit quantities per customer or per order to ensure fair access.
- While stock lasts: menus, “this week” items, and limited editions may end early.
- Substitutions: where reasonable, we may substitute minor components (e.g., garnish/topping style) to fulfil your order without reducing overall value or quality.
- Obvious errors: if there’s an accidental pricing/description error, we may cancel or correct the order (and refund if already paid).
4. Pricing, Payments & Fees
Prices are shown in New Zealand Dollars (NZD) unless stated otherwise. Delivery fees (if applicable) are shown at checkout. Payment processing may be handled by trusted third-party providers (e.g., Stripe) and may be subject to their terms.
We do not store full payment card details on our servers. If a payment fails or is reversed, we may cancel the order.
5. Pickup & Delivery
Delivery or pickup timing may vary due to demand, weather, traffic, events, or operational constraints. If you select pickup, you’re responsible for collecting your order within the specified window (or a reasonable time after).
- Please ensure delivery details are correct. If an order can’t be delivered due to incorrect information or inability to access the location, additional fees may apply or the order may be treated as fulfilled.
- Once delivered (or collected), storage and handling become your responsibility (including allergy and food safety considerations).
6. Allergens & Dietary Information
Our products may contain or come into contact with common allergens (including but not limited to gluten, milk, eggs, soy, peanuts, and tree nuts). While we take care, we cannot guarantee any product is completely allergen-free.
If you have severe allergies or dietary needs, contact us before ordering so we can advise what’s suitable (if anything).
7. Faulty Items, Refunds & Exchanges
If you receive an item that is materially faulty (e.g., incorrect item, damaged on arrival, clear quality issue), contact us as soon as reasonably possible with your order details. Depending on the situation, we may offer:
- Exchange: swap for a replacement from our available stash/stock (subject to availability).
- Refund: full or partial refund where appropriate.
No refunds on fully eaten products: we can’t refund a cookie or dessert that has been entirely consumed. For partial consumption, we may request the remaining product for inspection or reasonable evidence of the issue.
Nothing in these Terms limits your rights under the Consumer Guarantees Act 1993 (where it applies).
8. Promotions, Vouchers & Free Items
Promotions (including free cookie offers, discounts, bundles, or limited-time deals) are subject to availability and may be modified or ended at any time, unless prohibited by law.
- While stock lasts: free cookie vouchers and promotional items may be unavailable if sold out.
- Void for abuse: we reserve the right to refuse, cancel, or void promotions/vouchers if we reasonably suspect misuse, fraud, duplication, resale, or attempts to “game” the system.
- One per person/order: where stated, promotions are limited accordingly and may require verification.
9. Technology, Analytics & Improvements
We use a broad range of technologies (including proprietary and third-party tools) to operate, secure, and improve our products and services. This can include website hosting, performance monitoring, fraud prevention, analytics, and customer support tooling.
- Customer-first: we use tools to improve quality, reliability, and experience.
- No selling your data: we do not sell your personal information to third parties.
- Third parties: some providers may process data on our behalf (e.g., payments, delivery, communications) strictly for providing the service.
For details about personal information handling, please refer to our Privacy Policy (if published) or contact us.
10. Trademarks, Third-Party Brands & Fair Use
Our website, branding, logos, content, and product photos are owned by Dipped Cookies (or used with permission) and are protected by intellectual property laws.
We may reference third-party brand names and trademarks (e.g., with ®, ™, or ©) in product names or descriptions where a product contains that ingredient or item. These references are used to accurately describe the product.
- Such references do not imply endorsement, sponsorship, or affiliation.
- We do not claim licensing agreements with third-party brands unless explicitly stated.
- All third-party marks belong to their respective owners.
11. Website Availability & Acceptable Use
We aim to keep the website available and accurate, but we don’t guarantee uninterrupted access. We may suspend or restrict access for maintenance, security, or operational reasons.
- You must not attempt to access non-public areas, disrupt the service, or introduce malicious code.
- We may block traffic or refuse service to protect our customers and systems.
12. Liability & Disclaimers
To the extent permitted by law, Dipped Cookies is not liable for indirect or consequential loss arising from use of the website or services (e.g., loss of profit, business interruption, or reputational damage).
Nothing in these Terms excludes or limits rights or remedies that cannot be excluded under New Zealand law.
13. Governing Law & Disputes
These Terms are governed by the laws of New Zealand. If a dispute arises, we encourage you to contact us first so we can try to resolve it quickly and fairly. Where applicable, you may also have rights under New Zealand consumer protection laws.
14. Contact Us
If you have questions about these Terms, your order, promotions, or a product issue, reach out via the contact methods shown on our website. We genuinely care about customers and we’ll do our best to make things right — without enabling abuse of the system.
Tip: include your order number, date/time, and a quick description so we can help faster.
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