Terms and Conditions

These Terms and Conditions ('Terms') govern your use of the Ulupa platform — LLC 'Ulupa' (ID: 406561135) (website/web application at www.ulupa.ge, hereinafter 'Ulupa', 'we' or the 'platform').

By accessing or using the platform, or by registering an account, you agree to these Terms. If you do not agree with these Terms, please do not continue using the platform; otherwise, you are deemed to have confirmed and accepted the terms and conditions posted on the platform.

These Terms are governed by the law of Georgia. The Privacy Policy is an integral part of these Terms.

Operator — LLC Ulupa (ID: 406561135), address: Tbilisi, Kindzmarauli II Lane, #15.

Platform — the Ulupa website (ulupa.ge) and services operated by LLC Ulupa.

User — any person who visits or uses the platform, including buyers and chefs.

Chef — a verified user who prepares dishes at home and sells them through the platform.

Buyer — a user who places orders.

Order — a purchase of dishes placed by a buyer on the platform.

Content — all text, images, reviews and other materials posted on the platform.

Other terms — as used in the text.

Ulupa is an online marketplace and intermediary for home chefs, connecting chefs and buyers.

3.1. The platform gives buyers and chefs a space to enter into and perform transactions for the preparation and sale of home food.

3.2. The Operator acts as an intermediary (agent) that provides the technical capability for the transaction, the processing of payment and (optionally) the organization of delivery.

3.3. The parties to the food sale contract are the chef and the buyer, not the Operator. The Operator is not the producer of the dishes, does not prepare the food and is not its seller. The food sale contract is concluded directly between the buyer and the chef. We provide the technology: payment for the order and the organization of delivery, as well as support.

Chefs are independently responsible for the quality, safety and composition of their dishes in accordance with the law.

Some features require registration. You must provide accurate and complete information and keep it up to date.

4.1. Registration requires verification of a phone number (SMS). The user is obliged to provide truthful data.

4.2. You are responsible for the confidentiality of your account data and for all actions performed on the account.

4.3. Registration is available to persons aged 18 and over.

We may suspend or delete an account that violates these Terms, provides false information or is used unlawfully.

5.1. Acceptance of these Terms and the Privacy Policy is a mandatory condition of use and is agreed to upon registration on the platform.

5.2. Consent to marketing subscriptions is separate and voluntary (opt-in).

5.3. The user may at any time withdraw consent to the marketing newsletter (in the profile or via a link in the email). After withdrawal, processing for marketing purposes ceases within 7 (seven) business days.

Buyers place orders through the platform's functionality — they choose dishes, a delivery date from the chef's calendar and a delivery option. Placing and paying for an order creates a contract between the buyer and the chef. After payment, the chef confirms the order and begins preparation. Each chef works on their own schedule and has a limited number of orders per date; availability is shown on the platform.

6.1. The dish price shown to the buyer is final. The platform commission is not added on top of the buyer's price.

6.2. Payment for an order does not mean its acceptance by the chef. After payment, the order has the status 'paid'; the chef explicitly confirms the order. Before confirmation, the order may be cancelled and the payment refunded.

6.3. Orders not confirmed by the end of the day are automatically cancelled and the amount paid is automatically refunded to the user.

6.4. A tip (optional) is added by the buyer and transferred to the chef less the platform commission (15% by default). The tip rate is fixed at the moment the order is placed.

Prices are set by chefs and shown in Georgian Lari (GEL), including applicable taxes where necessary. The platform does not participate in price formation.

Payment is made online through our payment partner (Bank of Georgia). Ulupa receives the payment as the chef's agent and transfers it to the chef after the order is fulfilled, withholding the platform commission (19.5% by default).

The commission is withheld from the chef's income and does not increase the price paid by the buyer.

8.1. After confirmation, the chef prepares the order for the specified time.

8.2. Order delivery (receipt) methods: pickup / chef delivery (if available) / courier (if available). The method is chosen by the buyer when placing the order.

8.3. Allocation of risk during delivery — the risk of spoilage, damage, delay and loss of the food is allocated according to the chosen method of receiving the order:

8.3.1. Pickup. The chef is responsible for the quality and safety of the food until handover. From the moment the food comes into the actual possession of the buyer (or a person designated by them), the risk of its accidental spoilage or loss passes to the buyer. The buyer must receive the order at the agreed time; deterioration of the food due to late pickup through the buyer's fault is borne by the buyer.

8.3.2. Chef delivery. During transportation by the chef, the risk of spoilage, damage, loss and delay of the food is borne by the chef until actual handover to the buyer. The risk passes to the buyer from the moment the food comes into their possession.

8.3.3. Courier delivery. When delivery is arranged by the chef through a third-party courier, the risk of spoilage, damage, loss and delay passes to the buyer only from the moment the food comes into the actual possession of the buyer (or a person designated by them, other than the courier). Until then, all risk lies with the courier service and the chef.

The cost of delivery depends on the distance and is shown during the order placement process. The risk of loss or damage to the dish passes to the buyer from the moment the order is received.

9.1. The buyer may cancel an order before it is confirmed by the chef, with a full refund of the payment.

9.2. Orders with an amount ≤ 50 GEL, where grounds exist, are refunded automatically; orders above that — after review by the Operator. The amount is refunded to the same payment method used by the buyer, in accordance with our refund rules.

9.3. Unpaid orders are automatically cancelled.

9.4. An order not confirmed by the chef by the appointed date is cancelled and the amount is refunded automatically.

9.5. Specifics of perishable goods. Food prepared to individual order is a perishable good made to individual order; for this reason the general '14-day right of withdrawal' under the law does not apply to it.

9.6. If a defect in the dish is found, the buyer may file a claim through the platform; the review is conducted under the rules of Chapter 11.

10.1. The chef is responsible for the quality, composition, safety and sanitary conditions of preparation of the food. The Operator does not control the preparation process and does not guarantee the properties of the dish.

10.2. Public-law obligations of the chef as a food business operator:

10.2.1. Under the Georgian 'Code on Food/Animal Feed Safety, Veterinary and Plant Protection', a person whose activity relates to the production, processing or distribution of food is a food business operator and is responsible for compliance of their activity with the requirements established by law. Systematic preparation and supply of food for remuneration through the platform does not constitute 'household production' (which the Code defines as unorganized and/or production for personal consumption); accordingly, the chef acts as a food business operator.

10.2.2. Arising from this status, the chef must: register as a business operator in the manner established by law; comply with food safety and hygiene requirements (in the case of small-business status — under the corresponding simplified rules); and submit to the state control of the National Food Agency. Operating without registration and violating safety norms entails liability established by law.

10.2.3. These obligations are of a public-law nature and are imposed on the chef by force of law. The contractual allocation of liability between the platform and the chef (clause 8.1) does not release the chef from these obligations and does not transfer them to the Operator.

10.3. The buyer must inform the chef and the platform of allergies/restrictions when placing the order, if this affects their health and safety.

You agree to use the platform lawfully and respectfully. You must not:

Buyers may leave reviews for completed orders. Reviews must be honest and must not contain offensive language, personal data or advertising.

We use automated and manual moderation and may hide or remove content that violates these Terms.

By publishing content, you grant us a non-exclusive right to display it both on the platform and across its various channels.

The platform offers chefs artificial intelligence (AI) tools to create, complete and translate dish descriptions, composition and other accompanying information.

Accordingly, dish descriptions and translations may be created entirely or partly by AI. Such information is for informational/auxiliary purposes only and may not accurately correspond to the actual dish — its appearance, taste, composition, weight or number of portions.

All AI-generated information passes the chef's verification and approval; nevertheless, before ordering, and in case of allergies, intolerances or dietary restrictions, we recommend that you clarify the dish's composition and details directly with the chef. The platform does not guarantee the accuracy, completeness or timeliness of AI-generated descriptions.

The platform, its design, logos, software and content (except user-generated content) belong to Ulupa (LLC 'Ulupa') or its licensors and are protected by law.

You may use the platform only for its intended purpose and may not copy, modify or distribute its elements without permission.

Chef content remains the chef's; the chef grants the Operator a license to use it for the operation of the platform.

15.1. Chefs and dishes undergo moderation. The Operator may hide, reject or restrict content that violates these Terms or the law.

15.2. Dishes with order history are archived (not irreversibly deleted) for accounting and dispute-resolution purposes.

These Terms are governed by the law of Georgia. We try to resolve disputes through negotiation; please contact support first.

16.1. Claims are sent to support@ulupa.ge or via the support chat available on the platform. The Operator facilitates the resolution of disputes between the chef and the buyer and acts as an impartial party in the dispute.

16.2. The buyer may apply to the National Agency for Competition and Consumer Protection.

A dispute that cannot be resolved amicably is subject to consideration by the competent courts of Georgia.

The platform is provided 'as is'. We work on its reliability but do not guarantee uninterrupted or error-free operation.

17.1. The Operator is not liable for the acts/omissions of chefs and buyers, for the quality/safety of food and for their violations of the law, nor for harm arising from the sale contract between the buyer and the chef.

17.2. The Operator's liability is limited to the operation of the platform itself and does not extend to indirect damages, to the extent permitted by law.

Nothing in these Terms limits liability that may not be limited under the law of Georgia.

Communication between buyers and chefs takes place via the in-app chat. For privacy and security, phone numbers are not shared between the parties; all communication related to an order must take place through the platform.

19.1. Data processing is governed by the Privacy Policy, which is an integral part of these Terms.

The Operator may amend these Terms; the current version is always available on this page with the 'last updated' date; we will notify you of significant changes through the platform.

For any questions related to these Terms, contact us at support@ulupa.ge

Continued use of the platform means acceptance of the changes.

21.1. If a particular provision is found void, the rest remains in force.

21.2. These Terms are drawn up in Georgian; other language versions are for convenience.