Terms and Conditions

Terms & Conditions

Nan Made Platform — Terms of Use for Nans and Customers

1. About These Terms

These Terms & Conditions govern your use of the Nan Made platform (“Nan Made”, “we”, “us”, “our”), trading as Nan Made under ABN 40 366 975 511, accessible at nanmade.com.au. By creating an account, listing a product, or placing an order, you agree to be bound by these Terms.

Nan Made connects home-based sellers (“Nans”) with buyers (“Customers”) for the sale of low-risk, home-baked and home-made goods. Nan Made is a marketplace facilitator — the contract for each sale is between the Nan and the Customer, not with Nan Made directly.

Nan Made & Madame Monet

Nan Made is a social enterprise operating under Madame Monet, part of the Lamoureux Lane group of ventures. Madame Monet exists to create real financial security, income, and community for Australian women aged 50 and over — Nan Made is one of five Madame Monet enterprises working toward that mission, alongside Aunt Tea, MATRI-PAIR, Esmeralda, and LOIS.

A minimum of 20% of Nan Made’s profit is reinvested into this 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.

2. Definitions

• “Nan” means an approved seller operating a store on the Nan Made platform.
• “Customer” means any person who browses, orders, or purchases through the platform.
• “Listing” means a product or item offered for sale by a Nan.
• “Order” means a Customer’s request to purchase a Listing, processed through the platform.
• “Platform” means the Nan Made website, dashboard, and all associated services.

3. Eligibility

To become a Nan, you must:

• be female;
• be aged 50 years or over;
• be an Australian citizen or permanent resident, or otherwise lawfully entitled to live in and operate a business in Australia; and
• be legally entitled to operate a home-based food or craft business under the laws of your state or territory.

Nan Made is a special measure under section 7D of the Sex Discrimination Act 1984 (Cth) and section 33 of the Age Discrimination Act 2004 (Cth) — provisions that permit programs specifically designed to redress genuine, documented disadvantage for a group. Nan Made exists to redress well-documented economic disadvantage faced by women 50 and over in Australia, including disproportionate homelessness risk, a persistent gender superannuation gap, and age discrimination in employment. Nan Made’s community, programs, and micro-grants are reserved for women meeting the criteria above.

4. Your Account

You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account. You must provide accurate, current information when registering and keep it up to date.

5. Membership Fee & Payments

• A Nan’s first month of membership is free. The $10/month membership fee applies from the second month onward, to maintain an active store on the platform.
• Nans keep 100% of the sale price of every item sold — Nan Made charges no commission on sales.
• Payments are processed through Stripe. Stripe applies its own standard transaction processing fee to each payment, which is separate from and not charged by Nan Made.
• Payouts are transferred to the Nan’s nominated bank account, typically within 2–5 business days of a sale.
• A Nan must complete Stripe account setup through her dashboard before she is able to receive any payment. Listing products does not, by itself, enable payment.
• Customers may add a voluntary “Pay It Forward” contribution to an order (see clause 9). 100% of this contribution is paid directly to the relevant Nan.

6. The Platform-Only Rule

All orders, all communication between Nans and Customers, and all payments must occur through the Nan Made platform. Off-platform arrangements (private messaging, direct bank transfer, cash-in-hand, or any communication outside the platform’s messaging system) are not permitted.

This rule exists to protect both Nans and Customers: it ensures every transaction is traceable through Stripe, gives Nan Made the ability to assist with disputes, and keeps a clear record of income for each Nan. Nan Made cannot assist with, and takes no responsibility for, any arrangement made outside the platform.

7. Nan Responsibilities

As a Nan, you are solely responsible for:

• Holding a valid Australian Business Number (ABN) where required.
• Registering your home-based food business with your local council, and complying with the Australia New Zealand Food Standards Code.
• Ensuring all listings are accurate, including ingredients, allergens, weight/quantity, and storage instructions.
• Declaring all nine mandatory allergens where present: gluten, milk, eggs, peanuts, tree nuts, sesame, soy, fish, shellfish, lupin, and added sulphites.
• Complying with any applicable state or territory law governing your specific trade, product type, or business structure.
• Meeting your own taxation obligations, including GST registration if your turnover requires it.

Nan Made does not review, inspect, or certify any Nan’s kitchen, food safety practices, or compliance status. Nans operate as independent business owners, not employees or agents of Nan Made.

8. Customer Responsibilities & Rights

As a Customer, you’re responsible for:

• Providing accurate order, contact, and delivery/pickup information.
• Communicating with Nans through the platform only.
• Attending agreed pickup or delivery arrangements, or notifying the Nan promptly through the platform if unable to do so.
• Treating every Nan with the same care, patience, and respect you’d want shown to your own family — Nans are independent women running their own small businesses, not staff of Nan Made.

You’re entitled to accurate listings, clear allergen information, and a product that matches its description. Your statutory rights under the Australian Consumer Law are set out in full in the Nan Made Refund Policy, and are never reduced by anything in these Terms.

9. Pay It Forward

At checkout, Customers have the option to add a voluntary “Pay It Forward” contribution of $2, $5, $10, or another amount, on top of their order to help cover ‘Nans’ platform fee.

• 100% of any Pay It Forward contribution goes directly to the Nan the Customer is buying from — it is not retained by Nan Made, and is not pooled or redirected to any other Nan.
• Pay It Forward is entirely optional and has no effect on the Customer’s order, pricing, or any statutory rights.
• Contributions are processed through the same Stripe payment as the order itself, and appear separately in the Nan’s payment history.

10. Orders, Cancellations & Refunds

Order cancellation and refund entitlements are set out in full in the Nan Made Refund Policy, which forms part of these Terms. Nothing in these Terms limits a Customer’s rights under the Australian Consumer Law.

11. Account Standing, Complaints & Suspension

Nan Made distinguishes between accidental, minor issues and legitimate, verified complaints. Verified complaints are recorded against a Nan’s account. Repeated or serious verified complaints, or any confirmed food safety incident, may result in suspension or termination of a Nan’s account, in Nan Made’s reasonable discretion, following an opportunity for the Nan to respond.

12. Intellectual Property

The Nan Made name, logo, and platform design are the property of Nan Made. Nans retain ownership of their own listing content, photos, and recipes, and grant Nan Made a licence to display this content on the platform for the purpose of operating the marketplace.

13. Limitation of Liability

To the maximum extent permitted by law, Nan Made’s liability for any claim arising from use of the platform is limited to the amount of fees paid by the relevant Nan in the 3 months preceding the claim. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law that cannot lawfully be excluded, restricted, or modified.

Nan Made is not a party to the contract of sale between a Nan and a Customer, and does not guarantee the quality, safety, or legality of any Listing. Nan Made’s role is limited to providing the marketplace platform and payment facilitation through Stripe.

14. Indemnity

Each Nan agrees to indemnify Nan Made against any claim, loss, or liability arising from the Nan’s products, conduct, or breach of these Terms, to the extent permitted by law.

15. Privacy

Our collection, use, and handling of personal information is set out in full in the Nan Made Privacy Policy, which forms part of these Terms.

16. Changes to These Terms

Nan Made may update these Terms from time to time. Material changes will be notified to Nans and Customers by email or platform notice. Continued use of the platform after changes take effect constitutes acceptance of the updated Terms.

17. Termination

Either party may close an account at any time. Nan Made may suspend or terminate an account for breach of these Terms, the Nan User Policy, or applicable law.

18. Governing Law

These Terms are governed by the laws of Victoria, Australia, and each party submits to the non-exclusive jurisdiction of the courts of Victoria.

19. Contact

For questions about these Terms, contact us at yum@nanmade.com.au.