Welcome to cherry! Let’s Cover the Basics…
1. About You and Us
1.1 Who We Are
Hello and welcome! We are cherry, digital platform and registered company. In these Terms, “cherry, ” “we, ” “us, ” or “our” refers to cherry CIC.
“Site” means the cherry app and the cherry.org.uk website.
1.2 What We Do
cherry owns and operates websites, apps, and other platforms (collectively referred to as the “Site”). We provide the following services: Hosting: Acting as an intermediary for Buyers and Sellers. We do not buy, sell, or own the Items listed in the Catalogue and are not a party to any Transactions.
Buyer Protection: For a fee, this service ensures safe payments and allows refunds if an Item is lost, damaged, or significantly different from the description, with the help of our customer support team.
Optional Services: Additional services for Buyers and Sellers, as detailed in these Terms.
We are responsible for the services we provide, within the bounds of applicable laws, commitments, and the terms outlined here.
About You and Other Users
You are able to be one of our users if you: Are at least 18 years old;
Have an active cherry account;
Use our services solely for personal and charitable purposes;
Have the capacity and rights to complete Transactions on the Site; and Agree to these Terms and the Community Rules.
1.3 Your Role as a Buyer or Seller
Users can either be: A Seller who lists items (Items) for sale in our online catalogue (Catalogue); or A Buyer who browses the Catalogue and purchases Items by clicking the “Pay” button to complete a Transaction.
Both can be referred to as “Donors”.
2. About These Terms
2.1 Legal Agreement
These Terms and Conditions (referred to as the “Terms”) are a binding agreement between you and us, governing your use of the Site and our services. You agree to these Terms when you register for an account or accept updates to these Terms as notified.
2.2 Definitions in Bold
Capitalised terms in bold (like “Transaction” or “Site”) are defined within these Terms for clarity.
2.3 Community Rules
The Community Rules, which govern Item listings and other content shared through cherry, are an integral part of these Terms. If a contradiction arises between these Terms and the Community Rules, the Community Rules will take precedence for content and listing standards.
2.4 Additional Information
We provide links to helpful resources, including our Help Centre, where you can find answers to frequently asked questions. If you need further assistance, feel free to contact us as outlined below.
3. Contacting Us
3.1 Reporting an issue with an order
If there is an issue with an item you bought, report it in the app through My Orders → Confirm this item → Raise dispute.
Use this route for an item that is damaged, faulty, significantly not as described, incomplete, or not what you ordered.
3.2 When email is the route
Email us at info@cherry.org.uk if: the parcel is missing or you cannot find the order in the app the Raise dispute route is unavailable you cannot access your account your issue is not about a specific order you can open Include your account email, order number if you have it, and a short description of the issue.
If you are reporting a missing parcel, do not wait until you can open a dispute screen that the order does not show.
3.3 Reporting a user or illegal item
To report a user, listing, or item that you believe breaks the law or these Terms, email us at info@cherry.org.uk We will review the report and may restrict content, restrict an account, or pass the report to the relevant authority where we consider it appropriate.
3.4 What we do not offer in the app
Private messaging between users is not currently available. Do not rely on messages, comments, or a seller chat to make a refund or dispute report. A report is made only when you use Raise dispute or, where section 3.2 applies, email us.
3.5 Reporting Issues
If another user violates the law, infringes someone’s rights, or breaches these Terms, email us at info@cherry.org.uk.
We will review the report and, where we consider it appropriate, may remove content, restrict an account, or involve the relevant authorities.
3.6 Disputes or Queries
For an issue with an item you bought, use My Orders → Confirm this item → Raise dispute.
If the parcel is missing, the order is not shown, or you cannot use that route, email us at info@cherry.org.uk.
4. Becoming a cherry User
4.1 Creating an Account
You must provide a valid email address.
You may use Apple’s Hide My Email address. Disposable email addresses are not permitted.
4.2 Verification & Security
We may request additional information (e.g., phone number, email, payment method) to verify your identity.
If incomplete or incorrect information is provided, or if verification requests are ignored, we may restrict or block your Account.
4.3 Account Rules
You may have only one account.
If your original account is compromised, you may create a replacement account and must stop using the compromised account.
We may suspend or merge duplicate accounts.
4.4 Promotions and External Tools
We may offer promotions and use third-party tools governed by their own terms. We’ll provide links to these third-party agreements when applicable.
5. How We Use Your Information
5.1 Personal Data
We process your personal data in line with our Privacy Policy to deliver our services. While we take extensive measures to protect your data, security breaches can potentially occur, so share sensitive information at your own discretion.
We process your personal data in line with our Privacy Policy to provide the platform, take payments, provide support, prevent fraud, and meet our legal duties.
We keep personal data only for as long as we need it for those purposes. We may keep relevant transaction and accounting records for up to six years where needed for legal, accounting, or tax purposes. We delete or anonymise other personal data sooner where it is no longer needed.
We take measures to protect your data, but no service can guarantee that a security breach will never happen. Do not send us information we do not need to provide the service.
5.2 Content Usage
You keep ownership of the photos, descriptions, and other content you upload.
You give cherry a non-exclusive licence to host, display, reproduce, and adapt that content only as needed to operate the platform. This includes showing your listing, processing an order, providing support, preventing fraud, and complying with the law.
We will not use your content in advertising outside the platform unless you give us permission. There is no advertising opt-out in account settings because we do not use your content in that way by default. 🔥😤👌 If you delete a listing or your account, we will stop displaying the content. We may keep a copy where we need it for a dispute, fraud prevention, or records we are required to keep.
6. User Responsibilities
What You Must Do
You agree to:
Abide by these Terms and applicable laws,
Provide accurate and up-to-date information,
Keep your Account secure, and
Only share Site information via approved methods (e.g., the “Share” button).
What You Must Not Do
Prohibited actions include:
Engaging in illegal, harmful, or unethical conduct,
Using bots, scrapers, or other external tools without authorisation,
Disrupting the Site’s functionality or security, and
Posting or promoting unlawful, hateful, or harmful content.
7. Our Rights to Address Concerns
7.1 Corrective Actions
If you breach these Terms, we may take actions such as issuing warnings, removing Items, restricting your Account, or notifying authorities.
7.2 Blocking Accounts
We may temporarily or permanently block Accounts for repeated or serious violations, legal concerns, or other outlined reasons.
Affected Users will receive a statement of reasons unless prohibited by law.
7.3 Challenging Decisions
Blocked Users can submit appeals or pursue legal action in accordance with applicable laws.
8. Donations
8.1 How Money is Split
What “100% of Raised Proceeds Goes to Charity” Means…
When we say that 100% goes to charity, we mean 100% of the item price set by the seller.
The item price is the price of the item agreed in the transaction. It does not include the Purchase Security Fee or delivery charges.
If a transaction completes and no refund, cancellation, or successful payment dispute reduces the amount payable, we allocate the full item price to the UK-registered charity selected for that transaction. We do not deduct our operating costs, the Purchase Security Fee, delivery charges, payment-processing costs, or any commission from the item price.
What the Buyer Pays
Unless we clearly state otherwise before you pay, the total price is: The item price; plus The Purchase Security Fee; plus Any delivery charge that applies to the delivery option you select.
The Purchase Security Fee is a mandatory charge for using cherry’s payment, support, and Buyer Protection process. It is charged in addition to the item price. It is not a donation to the charity and it is not deducted from the item price.
The amount of the Purchase Security Fee, the delivery charge, and the total price are shown in the app before you confirm payment. You should check those amounts before you pay.
Who Receives What?
The charity is intended to receive the item price, subject to sections 8.4 and 8.5.
cherry receives the Purchase Security Fee. We use it to operate the platform, including payments, support, delivery administration, employees and Buyer Protection through payment security services.
Any surplus is used for cherry’s community-interest purposes and is recirculated into supporting our mission. We do not pay the Purchase Security Fee to the charity.
The delivery charge is paid to cover the delivery service you select. It is not part of the item price and is not a donation to the charity.
cherry does not sell the item and does not take ownership of it. The item price is allocated to charity. It is not income of the seller.
8.2 When the Charity Donation Can Be Revoked
The charity is not paid the item price immediately on purchase. We hold the relevant amounts until the transaction is ready for payout under these Terms.
The amount allocated to charity may be revoked if: The buyer raises a dispute within the window of confirmation and requests a refund.
The buyer cancels or returns the item in line with these Terms or applicable law;
We or the payment provider refund all or part of the payment;
A bank, card provider, or payment provider reverses or disputes the payment; or We reasonably believe the transaction breaches these Terms or the law.
If that happens before payout, we will not pay the affected amount to charity. If it happens after payout, we may recover or set off the affected amount against later amounts allocated to the same charity, where we are entitled to do so.
We will not describe a refunded or reversed item price as having gone to charity.
8.3 Platform Revenue and Charity Subscriptions
We may make money through charity subscriptions to our site, which we negotiate on a year-by-year basis with them, typically depending on their size, and how much they earn from the app/ site per year; to ensure complete fairness.
We also make our money through a flat 10% commission on any buyer protection fee purchased or a minimum of £1, whichever is less.
8.4 Transparency Commitment
As a nonprofit social enterprise CIC limited by guarantee, cherry proudly has a moral obligation to as much transparency as possible with our customers with how we make money. Any further question are welcome at info@cherry.org.uk
9. Making Payments
9.1 Payment Options on Our Platform
We strive to make payments as simple as possible. You can pay for Items or services using: Credit or Debit Cards Apple & Google Pay PayPal Other Methods: Additional payment options may be introduced on our platform.
9.2 Payment Processing
We partner with authorised third-party payment providers (“Payment Processors”) to: Handle payments for Items or optional services on our site.
Process donations.
We also engage third-party services to store payment details securely. While we provide tools to facilitate these transactions, we do not directly process payments.
9.3 Secure Fund Management
When you purchase an Item, your payment is held and managed securely by our Payment Provider, Stripe. Funds are released/ donated to the charity of the seller’s choice only once the transaction is completed and the 48hrs have passed where the buyer can request a refund.
9.4 Safety Measures
Ensure your payment details are correct for secure transactions. Otherwise, payments may be cancelled, or additional proof of ownership or authorisation might be required if flagged as suspicious.
9.5 Holding and Paying Funds
When you pay for an item, the payment is taken by our payment provider. cherry records how that payment is allocated between the item price, the Purchase Security Fee, and any delivery charge.
We do not transfer funds to the charity immediately. The item price is allocated to the selected charity, but it remains subject to these Terms until we pay it out.
We may delay a payout while we complete reasonable security or fraud checks, while a payment is being reviewed, or while these Terms allow the amount to be withheld. We will not delay a payout without a genuine reason, and we will pay the amount within a reasonable period after that reason has ended, unless a refund, cancellation, chargeback, or breach means it is no longer payable.
We will not pay the item price to charity while: the buyer’s issue-reporting window is still open/ the item is unconfirmed a cancellation, return, refund request, or dispute is open the payment provider is reviewing the payment we reasonably believe the transaction breaches these Terms or the law Charity payouts are made by cherry after the transaction is ready for payout. At launch, these payouts may be reviewed and initiated manually. We will make payouts within a reasonable period after the transaction becomes ready, but we do not promise that a payout will be immediate or automatic.
A charity payout may be delayed, withheld, or reversed if the payment is refunded, cancelled, charged back, or found to breach these Terms. If we have already paid the charity.
Recording an allocation in the app is not proof that the charity has been paid. The charity has been paid only when the payout has been sent.
This does not limit a buyer’s statutory rights, and it does not make the charity the seller of the item.
10. Terminating Your Account
10.1 Deleting Your Account
You can delete your account or email us at any time to discontinue using our services.
You can ask us to delete your account in the app or by emailing info@cherry.org.uk. We will close the account and delete or anonymise personal data we no longer need.
We may keep information we need for an open transaction, dispute, fraud prevention, or legal, accounting, or tax duties. We will not keep it longer than needed for that purpose.
10.2 Termination by Us
We may terminate these terms with 15 days’ prior notice for any reason.
We may close an account immediately if we reasonably believe it has been used for fraud, a serious breach of these Terms, or unlawful activity.
For any other reason, we will give you at least 15 days’ notice before closing the account.
10.3 Pending Transactions
Even after account termination, these terms will remain effective until all ongoing transactions and payouts are resolved.
Closing an account does not cancel these Terms for transactions that are already open.
They remain in force until those transactions, refunds, disputes, and charity payouts are finished.
11. Selling an Item
11.1 What You Can Sell
You can sell Items if: You legally own them and can transfer ownership.
They comply with our Community Rules and any applicable restrictions from Payment Processors.
They are not purchased in bulk or through dropshipping with a low resale value.
11.2 Listing Items
Upload original photos and an accurate description of the Item, including details of any defects or alterations. Once published, your listing becomes an official sales offer.
11.3 Withdrawing Listings
You may withdraw a listing any time before a buyer makes a purchase.
12. Buying an Item
How to Purchase
To buy an Item: Click the “buy” button.
Select a payment method and delivery option.
Confirm the purchase on the checkout page.
Transaction Costs
For each purchase, you’ll pay: The Item price.
Shipping fees.
A Buyer Protection fee (details here).
Any fees for optional services, if applicable.
After Purchase
We’ll provide updates on shipping and delivery.
If the Item is lost or delayed, we’ll notify you and guide you through next steps.
Offline Transactions
If you buy an Item outside our platform, it’s at your own risk. Such purchases are not covered by our Buyer Protection or services.
13. Buyer Protection & Refund Policy
13.1 Purpose of Buyer Protection
cherry’s Buyer Protection offers a refund policy if an item is lost, damaged, or significantly not as described (SNAD). Customer Support will assist you according to our Refund Policy.
Payments are held in until the transaction is completed. Please note that Buyer Protection is neither insurance nor a legal protection service and complements your existing legal rights.
A mandatory Buyer Protection fee applies to every purchase made through cherry’s “buy” button.
You may request a refund if the item is: Lost or damaged during shipping Significantly not as described (SNAD): Includes differences in size, colour, or condition (e.g., stains, odours, or holes), missing items from a bundle, or counterfeit items.
odours, or holes), missing items from a bundle, or counterfeit items.
13.2 Reporting an Issue
If there is an issue with an item, please report it through My Orders → Confirm this item → Raise dispute within 48 hours of collection. This is cherry’s initial issue-reporting window.
Reporting within this window helps us investigate promptly. It does not affect your statutory consumer rights, including rights relating to faulty, not-as-described or unfit items, or any applicable right to cancel an online purchase.
If you do not report an issue within 48 hours of collection, cherry may still consider your report, but we may require additional evidence and may not be able to provide a discretionary refund under Buyer Protection.
cherry may issue an eligible refund after the 48-hour period where the evidence supports it and the refund is permitted under these Terms and applicable law.
A buyer may also contact their bank or card provider about a payment. A bank dispute is a separate process from cherry’s Buyer Protection process. cherry cannot control the outcome of a bank dispute, and a bank dispute does not replace the need to report an issue through the app where you want cherry to investigate.
If you cannot access your order, cannot use the Raise dispute route, or believe your parcel has been lost, contact us using the support email address shown in the app or on cherry.org.uk (info@cherry.org.uk).
13.3 Handling SNAD Items
For non-counterfeit SNAD items:
Report the issue in the app via My Orders → Confirm this item → Raise dispute, or email info@cherry.org.uk if that route is unavailable.
If unresolved, escalate the issue to cherry within the Refund Request Period.
Approve a refund without requiring the item to be returned.
Request a return within 2 business days. Return shipping costs are the buyer’s responsibility unless agreed otherwise. Once returned, sellers have 2 days to confirm receipt or raise further issues.
If sellers fail to act within 2 days, cherry’s Customer Support will make the final decision.
For counterfeit items:
cherry investigates authenticity and may require additional information from both parties.
Outcomes may include refunding the buyer and cancelling the transaction without requiring a return.
13.4 Where Buyer Protection May Not Apply
cherry may refuse a discretionary refund under Buyer Protection if: we reasonably determine that the item is not significantly not as described (SNAD);
you confirm in the app that you have collected the item and have no issue, and you do not later provide evidence of a problem that was not reasonably apparent at collection;
you report the issue after 48 hours from collection and the delay means we cannot fairly investigate it;
you alter, use, wash, damage, or dispose of the item before it is returned, except where that was necessary to inspect it; or you abuse Buyer Protection, including by making a false or misleading report.
This section limits cherry’s discretionary Buyer Protection only.
13.5 Types of Refunds
Refunds may cover the following fees: Buyer Protection fees.
Item price.
Prepaid shipping fees.
The reasonable cost of return postage, where a return is required and the problem was not caused by the buyer.
If you cancel because you have changed your mind, we will refund the item price and refund the standard delivery charge. We may not refund the Purchase Security Fee. You are responsible for the cost of returning the item, unless agreed otherwise with the seller.
14. Optional Services for Sellers
14.1 Seller Services
If a seller is struggling to sell an item, cherry will reach out and ask them if they would like to discount the item. Upon doing this, the seller will have their item promoted on the ’recently discounted’ section of. The homepage. Any users who have like the item will also receive a notification on the reduction in price.
15. Optional Verification Services
cherry will give users the option to add further verification to their profile, through Facebook and Email.
We keep this information safe and do not sell it. to any third parties.
16. Shipping
Prepaid Shipping
Buyers can purchase prepaid shipping labels through cherry.
Items must be shipped within 5 business days of purchase to avoid cancellation.
Fees: Costs vary based on parcel size, carrier, and shipping route. Pricing is disclosed before checkout.
Tracking: Buyers can track parcels via the site. cherry is not liable for inaccurate carrier tracking data.
Lost/Damaged Parcels: Refunds are issued for lost or damaged items, and sellers may receive compensation depending on the carrier.
17. Site Ownership and Availability
17.1 Intellectual Property
The cherry name, logos, and the design of the platform are owned by cherry and its licensors. You may not copy or use them without our permission, except as allowed by law.
The cherry software is made available under the open-source licence published in the cherry repository. That licence, not this section, governs use of the software.
17.2 Site Downtime
We aim to keep the platform available, but we do not guarantee that it will be uninterrupted or error-free. We are not responsible for outages caused by networks, app stores, payment providers, carriers, or other third parties, except where we are at fault or the law does not allow us to exclude liability. However, we will aim to minimise them wherever possible.
18. User Responsibilities
18.1 Your Obligations
You are responsible for your listings, descriptions, photos, and other content.
You are responsible for any tax due on your use of the platform. cherry does not give tax advice. The item price is allocated to charity and is not paid to the seller.
18.2 Disputes between users
The seller is responsible for the item they list. cherry provides the platform and Buyer Protection. We are not the seller of the item.
Nothing in this section limits liability that cannot be limited under UK law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
cherry serves as a hosting provider and is not liable for disputes unless covered under Buyer Protection or other legal obligations.
19. Dispute Resolution
19.1 Disputes with cherry
If you have a dispute with cherry, contact us first at info@cherry.org.uk. If we cannot resolve it, you may take the dispute to a UK consumer protection body or to court.
These Terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction. Unresolved disputes can be escalated to consumer protection bodies or local courts.
If you are a UK consumer, this does not remove any mandatory right you have, including any right to bring a claim in the courts of the part of the UK where you live.
20. Changes to Terms
20.1 Updating Terms
We may update these Terms. If a change is significant, we will tell you at least 15 days before it takes effect, by email or in the app.
The new Terms apply to use of the platform after they take effect. They do not change a transaction that has already been paid for. That transaction stays on the Terms in force when you paid, unless a change is required by law or is more favourable to you.
If you do not agree to a significant change, you may close your account before it takes effect. Closing your account does not affect an open transaction, refund, dispute, or charity payout.
We will keep a record of the version of these Terms you accepted and the date you accepted it.