Last updated: 9 September 2026
Welcome to Bakelova. These Terms of Service (“Terms”) govern access to and use of bakelova.com, Bakelova accounts, marketplace features, messaging, order tools, payment-related features and other services made available by Bakelova (collectively, the “Platform”).
By creating an account, using the Platform, placing an order, applying to become a Baker, or otherwise using Bakelova, you agree to these Terms and to any policy that applies to the feature you use. If you do not agree, do not use the Platform.
1. About Bakelova
Bakelova is an online marketplace that connects customers with independent home bakers and other approved food sellers (“Bakers”). Unless expressly stated otherwise, Bakelova does not itself manufacture, prepare, bake, package or directly supply the food products listed by Bakers.
Bakelova may provide marketplace discovery, baker profiles, listings, internal messaging, reviews, Quick Orders, payment facilitation, order management, dispute handling, verification, promotional features and related services.
2. Eligibility and accounts
You must be at least 18 years old and legally capable of entering into a binding agreement to create an account or transact through Bakelova. You must provide accurate, current information and keep your account details reasonably up to date.
You are responsible for safeguarding your login credentials and for activity carried out through your account. Tell us promptly if you suspect unauthorized access or misuse.
Bakelova may refuse registration, restrict features, suspend or close an account where reasonably necessary to protect users, investigate suspected fraud or abuse, enforce these Terms, comply with law, or protect the Platform.
3. Policies incorporated into these Terms
The following policies form part of these Terms where applicable: the Privacy Notice, Cancellation & Refund Policy, Prohibited Items & Listings Policy, Baker Terms, Food Safety Requirements, Verification Terms and Premium Terms.
If a specific policy conflicts with these Terms on a matter that the specific policy is intended to govern, the specific policy will apply to that matter, subject always to applicable Malaysian law.
4. Marketplace relationship
When a customer purchases a Baker’s product, the Baker is responsible for supplying that product. Bakelova facilitates the marketplace transaction and may facilitate payment, but does not become the manufacturer or food preparer merely because the order or payment passes through the Platform.
Bakers are independent users of the Platform and are not employees, agents, partners or franchisees of Bakelova unless a separate written agreement expressly says otherwise.
5. Listings and product information
Bakers are responsible for the accuracy and legality of their listings, including product names, photographs, descriptions, ingredients, allergen information, prices, stock, minimum quantities, preparation times, availability and fulfilment information.
Handmade food may reasonably differ in appearance from photographs. A photograph is illustrative unless the listing expressly promises an exact design or specification.
6. Food allergies and dietary requirements
Customers must review product information and communicate relevant allergies, intolerances or dietary requirements before purchasing or consuming a product. Home kitchens may handle common allergens, including nuts, peanuts, milk, eggs, wheat, gluten and soy.
Unless a Baker expressly provides an appropriate assurance, customers should not assume that a product is allergen-free or that cross-contact cannot occur. Customers with severe or potentially life-threatening allergies should obtain sufficient information from the Baker before ordering.
7. Quick Orders
Some listings may offer Bakelova’s Quick Order feature. Before payment, the Platform will display the applicable item price, selected quantity, customer-facing fees, postage or fulfilment charges where applicable, and the total payable.
A Baker may set a minimum quantity for a listing. Bakelova currently does not impose a general platform minimum basket value for Quick Orders.
Quick Order availability is subject to current listing status, stock, Baker eligibility and other Platform controls. A previous purchase does not guarantee that the same product, price, quantity, delivery method or availability will remain available later.
8. Customer-facing fees
Bakelova may charge customer-facing fees for certain transactions. Under the current Quick Order model, a RM1.50 service fee applies to each Quick Order.
The current small-order fee is based on the item subtotal only:
· Item subtotal below RM10.00: RM2.50 small-order fee.
· Item subtotal from RM10.00 to RM19.99: RM1.50 small-order fee.
· Item subtotal of RM20.00 or more: no small-order fee.
Postage or delivery charges do not count towards the small-order threshold. The amount actually payable for a transaction will be shown before payment. Bakelova may revise fees in the future, but changes will not retroactively alter a completed transaction.
9. Payments
Payments may be processed through third-party payment service providers. You may also be subject to the provider’s applicable terms and privacy practices.
An order is not treated as paid merely because a payment process has been initiated. Payment must be confirmed through the applicable payment system. Bakelova may receive transaction identifiers, payment status and related settlement information from payment providers.
10. Order acceptance, preparation and fulfilment
A paid order may still require the Baker to review and accept it. If an order cannot reasonably be fulfilled, it may be cancelled and handled under the Cancellation & Refund Policy.
Once a Baker has accepted an order or begun preparing a made-to-order or perishable product, cancellation may be restricted. Collection, delivery and postage options depend on the listing and the Baker.
Customers are responsible for providing accurate contact, collection and delivery information. Where an independent delivery provider is used, that provider may have separate terms and may be responsible for matters within its control.
11. Disputes and refunds
Customers should report genuine order problems promptly through the support or dispute features made available for the order. Bakelova may request information, photographs, communications or other reasonable evidence from the customer and Baker.
Bakelova may resolve a marketplace dispute in favour of the customer or Baker based on the available evidence, applicable policy and law. Any refund is governed by the Cancellation & Refund Policy. Nothing in these Terms removes any statutory right or remedy that cannot lawfully be excluded.
12. Reviews and user content
Reviews must reflect a genuine experience and must not be fraudulent, threatening, discriminatory, obscene, unlawfully defamatory or deliberately misleading. Bakelova may moderate, restrict or remove content that violates these Terms or Platform policy.
You retain ownership of content you upload, but grant Bakelova a non-exclusive, worldwide, royalty-free licence to host, display, reproduce, resize and use that content to operate, secure and promote the Platform, for as long as reasonably necessary for those purposes.
13. Communications
Bakelova may send service and transactional communications relating to accounts, payments, orders, disputes, security and important Platform changes.
Optional WhatsApp or promotional communications will be sent only where the relevant requirements and permissions are satisfied. A customer who does not opt in to an optional WhatsApp channel may still receive necessary communications through other available channels.
14. Prohibited conduct
· Fraud, payment abuse, false claims or intentionally false disputes.
· Harassment, threats, discriminatory conduct or abuse of another user.
· Attempting to bypass, compromise, scrape, overload or interfere with Platform security or functionality.
· Using another person’s account without authorization.
· Publishing unlawful, misleading or prohibited listings or content.
· Using Platform data for spam, harassment or unauthorized marketing.
· Circumventing Platform safeguards in a way that materially harms Bakelova or another user.
15. Verification, badges and Premium
Bakelova may provide verification, Premium status, badges or other indicators. Such indicators mean only that the relevant requirements for that status were satisfied at the time assessed.
They are not a guarantee of food safety, quality, future conduct, reliability, sales volume, ranking or customer satisfaction. Additional terms apply under the Verification Terms and Premium Terms.
16. Intellectual property
The Bakelova name, logo, branding, Platform design, software and original Platform content are owned by or licensed to Bakelova and may not be copied, misused or commercially exploited without permission except as permitted by law.
17. Platform availability and changes
Bakelova aims to provide a reliable service but does not guarantee uninterrupted or error-free availability. Features may be changed, suspended or discontinued for maintenance, security, legal, operational or business reasons.
18. Liability
To the fullest extent permitted by law, Bakelova is not responsible for loss arising solely from the independent acts or omissions of a Baker, customer or third-party service provider where Bakelova did not cause or contribute to that loss.
Nothing in these Terms excludes or restricts liability that cannot lawfully be excluded or restricts rights available under applicable Malaysian consumer or other law.
19. Indemnity for misuse
To the extent permitted by law, a user who materially breaches these Terms or uses the Platform unlawfully may be responsible for reasonable losses, claims or costs caused by that breach or unlawful use. This clause does not apply to the extent the loss was caused by Bakelova.
20. Privacy
Bakelova processes personal data as described in the Privacy Notice. Users must not misuse personal data obtained through the Platform.
21. Suspension and termination
Bakelova may suspend or terminate access where reasonably necessary to investigate or address fraud, safety concerns, repeated policy breaches, unlawful conduct, payment abuse, security threats or other serious misuse. Where appropriate, Bakelova may seek information from the affected user before final action.
22. Changes to these Terms
Bakelova may update these Terms to reflect changes in law, Platform features or business practices. The current version will be published with an updated date. Where a change materially affects user rights or obligations, Bakelova may provide additional notice where reasonably appropriate.
23. Governing law
These Terms are governed by the laws of Malaysia. Any dispute will be subject to the applicable jurisdiction and dispute-resolution mechanisms available under Malaysian law, without limiting statutory rights available to consumers.
24. Contact
Questions about these Terms may be sent to support@bakelova.com.