Terms of Service

1. About us

Muthoni's Bake House is a bakery business operating in Nairobi, Kenya, offering handcrafted cakes, pastries, and desserts. Our website lets you browse our menu, chat with an AI order assistant to build an order, and hand that order off to us on WhatsApp to confirm and arrange payment and delivery or collection.

2. Eligibility

You must be able to form a legally binding contract to place an order with us. If you are under 18, you may use this site with the involvement of a parent or guardian.

3. Prices and product information

All prices are shown in Kenyan Shillings (KES) and reflect our current catalogue. Prices, availability, and descriptions may change without prior notice, and the price confirmed with you at the time of order is the price that applies. We take reasonable care to keep pricing and availability accurate, including in our AI order assistant, which always looks up current prices rather than estimating them.

4. Orders and our AI order assistant

You can build an order by browsing our shop page or chatting with our AI order assistant. The assistant is a tool to help you find cakes, check pricing, and put together an order — it is not a person, and while we design it to only use real catalogue data, it may occasionally misunderstand a request or make a mistake.

No order is final until we confirm it with you on WhatsApp. When you confirm an order with the assistant, it prepares a pre-filled WhatsApp message summarising your order for you to send us — placing your order this way is your offer to buy, which we then accept (or discuss changes to) when we reply to confirm availability, final pricing, and delivery details.

5. Payment

We do not currently process payment on this website. Payment (for example, cash on delivery/collection, or M-Pesa) is arranged directly with us via WhatsApp once your order is confirmed. If we introduce online payment in future, additional terms will apply and will be presented to you before you pay.

6. Delivery and collection

Delivery areas, timing, and any delivery fees are confirmed directly with you via WhatsApp at the time of order confirmation. We aim to meet agreed delivery times but are not liable for delays caused by traffic, weather, or other circumstances outside our reasonable control.

7. Cancellations and refunds

Because our cakes are freshly prepared to order, please contact us on WhatsApp as early as possible if you need to cancel or reschedule — the closer to your collection/delivery time, the less likely we’ll be able to offer a full refund, since ingredients and preparation time may already be committed. We’ll always let you know your options when you reach out.

If there is a genuine problem with your order (for example, it does not match what was confirmed, or it arrives damaged), contact us within 24 hours so we can put it right.

8. Allergens and dietary information

Our cakes are prepared in a kitchen that handles common allergens, including gluten, dairy, eggs, nuts, and soy, and cross-contact is possible even where a specific allergen is not a listed ingredient. If you or the person you are ordering for has a food allergy or intolerance, please tell us before you order via WhatsApp so we can advise what we can safely accommodate. We take care in preparing our cakes but cannot guarantee a completely allergen-free product.

9. Acceptable use

Please don’t use this website, our AI order assistant, or our WhatsApp channel to send unlawful, abusive, or fraudulent content, or to attempt to disrupt, overload, or misuse the site or assistant (for example, scripted or automated bulk requests). We may restrict access for anyone who misuses these services.

10. Intellectual property

The Muthoni's Bake House name, logo, photography, recipes, and website content are our property or used under licence, and may not be copied, reproduced, or used without our prior written permission.

11. Third-party services

Ordering through WhatsApp, following us on Instagram, or subscribing to our newsletter (via Mailchimp) also involves those third parties’ own terms and privacy practices, which we don’t control. See our Privacy Policy for more on how these services process your data.

12. Disclaimers and limitation of liability

We provide this website and AI order assistant on an “as is” basis and take reasonable care in how we operate them, but we don’t guarantee they will be error-free or uninterrupted at all times. To the maximum extent permitted by Kenyan law, our liability to you in connection with an order is limited to the value of that order, and we are not liable for indirect or consequential losses. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under the laws of Kenya, including under the Consumer Protection Act, 2012.

13. Governing law

These Terms are governed by the laws of the Republic of Kenya, and any dispute that cannot be resolved informally through the contact details below will be subject to the exclusive jurisdiction of the courts of Kenya.

14. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top of this page reflects the most recent version. Continuing to use the site or place orders after an update means you accept the revised Terms.

15. Contact us

Questions about these Terms? Reach us at privacy@muthonibakehouse.co.ke or via WhatsApp at +254 714 207 074.