Nan User Policy

Nan User Policy

Standards and expectations for every Nan selling on the platform

1. Purpose

This policy sets out what’s expected of every Nan on the platform, and what every Nan can expect from Nan Made in return. It works alongside our Terms & Conditions, Privacy Policy, and Refund Policy.

Nan Made is a platform, not a party to any sale. The contract for each order is directly between you and the Customer — Nan Made provides the marketplace, payment processing through Stripe, and support, but does not buy, sell, or take ownership of any product at any point.

2. Our Community

Nan Made is a social enterprise operating under Madame Monet — part of the Lamoureux Lane group of ventures. Eligibility to become a Nan is reserved for women aged 50 and over — see the full eligibility criteria in our Terms & Conditions.

A minimum of 20% of Nan Made’s profit is reinvested into our mission, including through Women of Oz, a registered Public Benevolent Institution (PBI) supporting women experiencing genuine benevolent need, and our broader mission to support the financial security and housing of women aged 50 and over across Australia.

3. Getting Set Up

Every new Nan’s first month of membership is free. Use this month to get everything in place — there’s no charge while you set up.

• Register your home-based food business with your local council before your first sale.
• Complete recognised food safety training (such as DoFoodSafely) and obtain your food safety/food handling certificate.
• Hold a current food safety/food handling certificate at all times while active on the platform, and provide a copy if requested. It’s your responsibility to renew it before it expires.
• Apply for an ABN if you’re operating as a sole trader (the simplest structure for most Nans).
• Take clear, honest photos of your products.
• Open a dedicated bank account for your Nan Made income and expenses.
• Connect your Stripe account through your dashboard — this is required before you can receive any payment.

Your $10/month membership fee begins from your second month onward.

4. Listing Standards

• Every listing must include an accurate name, description, quantity/weight, and storage instructions.
• All nine mandatory allergens must be clearly declared where present: gluten, milk, eggs, peanuts, tree nuts, sesame, soy, fish, shellfish, lupin, and added sulphites.
• Only list items that are genuinely low-risk and suitable for preparation in a home kitchen under your state’s rules. If in doubt, check with your council before listing.
• Photos should represent your actual product honestly.

5. The Platform-Only Rule

Every order, message, and payment must go through Nan Made. This protects your income, gives you a clear record for tax and Centrelink purposes, and means Nan Made can support you if something goes wrong. Arrangements made outside the platform are not covered by Nan Made support, dispute resolution, or micro-grant eligibility.

6. Pricing & Fees

You set your own prices. Nan Made charges a flat $10/month membership fee (waived for your first month — see above) and no commission — you keep 100% of every sale, less Stripe’s standard payment processing fee.

Customers can also choose to add a voluntary “Pay It Forward” contribution to their order. 100% of any Pay It Forward amount goes directly to you — it is never kept by Nan Made or shared with any other Nan.

7. Fulfilling Orders

• Confirm each order promptly in your dashboard.
• Communicate any delays or issues with the Customer as early as possible.
• Hand over orders directly to the Customer (a knock-and-hand-off approach) — never leave food unattended for collection.
• Include allergen information and a use-by or best-before date on every handover.

8. Account Standing

We distinguish between honest, one-off mistakes and genuine, verified problems:

• Accidental or minor issues (a late order, a missed message) are not held against your account — we’ll help you sort it out.
• Verified, legitimate complaints (confirmed food safety issues, repeated no-shows, consistent quality problems, or dishonesty) are recorded, and you’ll always have a chance to respond first.
• Any confirmed food safety incident results in immediate suspension while it’s investigated, regardless of prior history — this is a safety pause, not a punishment.
• Repeated verified complaints may result in account suspension or closure, following a direct conversation with you.

9. Micro-Grants

Micro-grants are a limited fund set aside to help a Nan facing genuine hardship get started or keep going — not a general discount or a first-come, first-served perk.

• To be eligible, you must be able to briefly demonstrate genuine hardship or financial need — this isn’t automatic, and simply wanting help with costs isn’t sufficient on its own.
• Micro-grants are subject to availability. Not every eligible request may be able to be funded, and applications are assessed against funds actually available at the time.
• Micro-grants never need to be paid back, under any circumstances.
• Apply through our online micro-grants application form, linked in the footer of the Nan Made website and in your dashboard. Applications are not accepted by general email.

A real person reviews every application individually. We’ll always let you know the outcome, and if funds aren’t available right now, we’ll be honest about that rather than leave you waiting.

10. Community Standards

We ask every Nan to communicate with warmth and honesty, respect other Nans and Customers, and represent the Nan Made community with the same care she’d want shown to her own family.

11. Ending Your Nan Made Account

You’re free to pause your store (using Vacation Mode in your dashboard) or close your account at any time. Nan Made may suspend or close an account for a serious or repeated breach of this policy, following the process set out above.

12. Questions

If anything in this policy is unclear, you can email our support fairies at nans@nanmade.com.au. If you require further assistance reach out any time at nans@nanmade.com.au — we’re here to help.