1. About these Terms
"duffee" (also "we", "us", "our") is the festival ordering platform operated under the duffee brand. By creating a seller account, connecting a Stripe account through duffee, or otherwise accessing the duffee seller surfaces, you agree to be bound by these Terms.
If you don't agree, don't use the platform. If you're accepting on behalf of a business, you confirm that you have the authority to bind that business.
2. Who can use duffee
You may use duffee as a seller if you are a legally registered business or sole trader authorised to sell food, beverages, or other goods at the events or venues you operate at. You're responsible for holding any licences, permits, and insurance applicable to your operation in your jurisdiction.
duffee currently supports sellers based in:
- Brazil (BR)
- European Union countries: Portugal, Spain, France, Italy, Germany, Ireland, Netherlands
We may add or remove supported countries as Stripe coverage and our platform evolve. The current list is always reflected in the country picker during onboarding.
3. What duffee provides
duffee provides software and infrastructure that lets your customers browse your menu, place orders, pay, and pick up. As part of that we provide:
- The customer-facing ordering experience (web and native).
- Seller and stand management tools to publish menus, control availability, and view orders in real time.
- Integration with Stripe Connect for payment processing and payouts to your bank account.
- Operational tooling for the festivals, venues, and event organisers we partner with.
We don't take ownership of your goods, set your prices, or fulfil orders on your behalf. The commercial relationship for the goods ordered through duffee is always between you and the customer.
4. Your responsibilities as a seller
You are responsible for:
- Accurate listings. Menus, prices, allergens, sizes, and availability must reflect what you actually sell.
- Fulfilment. Preparing and handing over every paid order in a reasonable time and as described.
- Food safety and legal compliance. Hygiene, licensing, age-verification on alcohol, tax obligations, and any local rules that apply to your trade.
- Truthful information. The business details, identity documents, and banking information you provide during onboarding must be accurate and current.
- Customer service. Handling questions, complaints, and refund requests promptly and in good faith.
- Account security. Keeping your account credentials and your team's access secure; notifying us promptly if you suspect compromise.
5. Payments via Stripe Connect
duffee uses Stripe to process payments and pay out to sellers. By onboarding to duffee you also become subject to Stripe's Stripe Connected Account Agreement and Privacy Policy.
duffee operates as a platform on Stripe under the "platform-owned" (dashboard:none) controller configuration. In plain terms:
- You are the merchant of record. Each charge is processed on a Stripe Connect account that belongs to you.
- Payouts go directly from Stripe to your bank account on the schedule you and Stripe agree to (typically daily).
- duffee is responsible for collecting onboarding requirements (identity, business details, banking) and presenting them to you inside the duffee app.
- duffee is the "loss collector" and "fees collector" on the platform — that is, Stripe processing fees and dispute losses are first absorbed by duffee from the platform-side application fee before settling with your account. We may pass through specific costs to you where these Terms or your separate agreement with duffee say so.
6. Fees
duffee's standard fee for sellers is 1.5% per successful order, plus the standard Stripe processing fee that applies in your region. The Stripe fee is set by Stripe and varies by payment method and country; you can see it in your Stripe dashboard or in the duffee per-order breakdown.
Sellers participating in the 2026 pilot program may have a different fee arrangement in writing — that written arrangement supersedes this paragraph for the duration of the pilot.
We may change the standard fee schedule with reasonable notice. For active sellers, "reasonable notice" means at least 30 days before the new fee takes effect, communicated by email and in the app.
7. Refunds, chargebacks, and disputes
Refunds. You decide when to issue a refund. The duffee app lets you issue full or partial refunds on any order. Refunds reverse the charge through Stripe; the duffee 1.5% fee on refunded amounts is returned to you in full.
Chargebacks. If a customer disputes a charge through their card issuer, the disputed amount and any Stripe-imposed dispute fee are debited from your Stripe Connect balance per Stripe's standard process. duffee will surface the dispute in the app and can help you assemble evidence, but the ultimate decision belongs to the card networks. The platform is not liable for chargeback losses tied to orders you fulfilled.
Disputes between sellers and customers. We expect sellers to deal with customer complaints in good faith. duffee may step in to mediate if a customer reports a problem we can't resolve through the app.
8. Acceptable use
You agree not to use duffee to:
- Sell goods or services that are illegal in the buyer's location.
- Sell items prohibited by Stripe's restricted business list.
- Misrepresent what you're selling, the price, allergens, or your identity.
- Collect data on duffee users for purposes outside fulfilling their order without their explicit consent.
- Probe, scan, or otherwise attempt to disrupt the duffee service.
We may suspend or terminate accounts that violate this section, including immediately and without notice when the violation creates risk to customers, other sellers, or the platform.
9. Intellectual property
duffee retains all rights in the platform — the software, the brand, the look and feel. You retain all rights in your menus, product photos, brand assets, and other content you upload. By uploading content you grant duffee a non-exclusive licence to display that content to your customers through the duffee channels, for as long as you operate on the platform.
10. Termination
You can stop using duffee at any time. Closing your account doesn't release you from obligations attached to orders already placed — refunds, chargebacks, and tax obligations on past orders survive termination.
We may suspend or terminate your access if you materially breach these Terms, if Stripe restricts or closes your connected account, or if we wind down the platform. We'll give reasonable notice unless an urgent risk requires immediate action.
11. Disclaimers and limitation of liability
duffee is provided "as is". We work hard to keep it reliable but we don't promise uninterrupted operation, error-free output, or that the platform will fit every commercial need.
To the maximum extent permitted by law, duffee, its affiliates, officers, and employees are not liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the platform. Where liability cannot be excluded, it is capped at the total fees you paid to duffee in the 12 months preceding the event giving rise to the claim.
Nothing in this section limits liability that cannot be limited under applicable law, including for fraud, gross negligence, or death and personal injury caused by negligence.
12. Changes to these Terms
We may update these Terms when the platform changes or when the law requires. Material changes (anything that meaningfully changes fees, your obligations, or your rights) will be communicated by email and in the app at least 30 days before they take effect. Continuing to use duffee after that date constitutes acceptance.
13. Governing law
For sellers based in Brazil, these Terms are governed by the laws of Brazil, and any dispute will be submitted to the courts of São Paulo, Brazil.
For sellers based in the EU, these Terms are governed by the laws of Portugal, and any dispute will be submitted to the courts of Lisbon, Portugal.
Nothing here strips you of mandatory consumer-protection or statutory rights you have under local law.
14. Contact
Questions about these Terms: legal@duffee.com
General support: support@duffee.co