Marketplace, Seller & Charity Rules

Effective Date: 28 September 2026

These Rules form part of the SustaPlates Terms & Conditions.

PART A — MARKETPLACE RULES

1. Accurate information

All users must provide truthful, accurate and current information.

Users must not:

• impersonate another person or organisation;
• submit false documents;
• misrepresent products;
• manipulate transactions;
• provide misleading prices or quantities.

2. Prohibited products

Alcoholic beverages, tobacco and nicotine products, and any products that are illegal, unsafe, or reasonably considered harmful to human health must not be listed, advertised, sold, donated, or otherwise made available through the SustaPlates platform.

Users must not list products prohibited by law or by SustaPlates.

SustaPlates may maintain and update a prohibited-products list.

3. Product information

Listings must accurately describe the product and, where applicable:

• quantity;
• condition;
• date information;
• price;
• allergens;
• ingredients;
• collection information;
• storage requirements.

4. Food safety

Sellers remain responsible for food safety and compliance with applicable food legislation.

Sellers must maintain appropriate food hygiene, storage, temperature control, traceability and allergen procedures.

5. Allergens

Sellers must provide accurate allergen information where legally required.

The 14 regulated allergens include cereals containing gluten, eggs, fish, milk, nuts, peanuts, sesame, soya and others specified by applicable law.

6. Use-by dates

Food past a use-by date must not be listed where sale or supply would breach applicable food-safety requirements.

7. Collection

Collection addresses and times must be accurate.

Users must attend collection arrangements responsibly.

8. Complaints

Users must cooperate with reasonable complaints and safety investigations.

PART B — SELLER RULES

9. Seller verification

Sellers may be required to provide:

• business identity;
• trading name;
• business address;
• Companies House information;
• sole-trader information;
• identity documentation;
• address documentation;
• food-hygiene documentation where appropriate.

10. Seller responsibilities

The Seller is responsible for:

• product legality;
• product safety;
• food safety;
• allergens;
• accurate listings;
• pricing;
• stock availability;
• collection/delivery;
• customer complaints;
• legally required refunds;
• applicable taxes and registrations.

11. Listing images

Sellers must own or have permission to use listing images.

Images must accurately represent the product.

12. Stock changes

Sellers must promptly update listings when products are sold, donated, unavailable or otherwise changed.

13. Unsafe products

If a Seller becomes aware that a listed product may be unsafe, the Seller must immediately:

1. stop further supply where appropriate;
2. notify SustaPlates;
3. investigate;
4. comply with applicable withdrawal/recall obligations.

PART C — CHARITY RULES

14. Charity verification

Charities must provide accurate:

• legal name;
• registration information;
• operating address;
• collection information;
• responsible-person information.

15. Donations

Charities receiving food must handle and distribute it safely and lawfully.

16. Collection points

Collection-point information must remain accurate.

17. Charity status

A user must not represent itself as a registered charity where it does not have the relevant status.

18. Gift Aid

Where SustaPlates provides functionality relating to Gift Aid, users are responsible for providing accurate information and meeting applicable HMRC requirements.

SustaPlates does not guarantee that a particular donation qualifies for Gift Aid or another tax relief.

PART D — ENFORCEMENT

19. Investigation

SustaPlates may investigate suspected breaches.

20. Restriction

Listings or accounts may be temporarily restricted while an investigation is undertaken.

21. Suspension

Serious or repeated breaches may result in suspension or termination.

22. Immediate safety action

SustaPlates may take immediate action where reasonably necessary to address:

• unsafe food;
• fraud;
• security risks;
• unlawful activity;
• serious user-safety concerns.

23. Appeal

Users may contact SustaPlates to request review of an enforcement action.

24. Responsibilities remain with users

These Rules do not transfer the Seller's or Charity's legal responsibilities to SustaPlates.

SustaPlates remains responsible for its own legal obligations as platform operator.