Food rules

Kitchens sell cooked meals from a menu, with opening hours. They deliver to the areas they list, or let buyers collect from a collection point.

Shops may sell packaged food: new, sealed and dated. It is delivered like any other product, and disappears from MAIZU on its own after its best-before date.

A kitchen is responsible for preparing, storing and delivering food safely and for meeting the food-safety rules that apply to it, including any certificate its municipality requires. MAIZU does not inspect premises or check food-safety certificates before a kitchen opens.

Dietary labels (such as halaal, vegetarian or contains nuts) are the kitchen's own statement and must be true. A kitchen that labels food falsely may be suspended.

Collection points should be public places. Never ask a buyer to come to a private room.

Food is paid through TradeSafe Relay: the kitchen is paid as soon as you pay, so it can start cooking straight away. Delivery fees go to the kitchen in full; MAIZU's 10% commission is on the food only. Collection is free.

If your food never arrives, or is not what you ordered, report it from your order as soon as you can instead of confirming receipt. Kitchens must refund food that doesn't arrive or isn't what was ordered, in full, when MAIZU asks; MAIZU follows it up with the kitchen and records the refund on your order. A kitchen that does not refund is suspended. If a kitchen can't make your order, it tells you in the order room and the refund is handled through a problem report, so it is recorded.