Clear rules when
plans change.

When a customer cancels

A customer can cancel an order directly in CakeMatch. The cancellation takes effect without waiting for CakeMatch or the baker to review it. After cancelling, a customer may optionally share why—but the optional feedback does not affect the cancellation.

The CakeMatch marketplace service fee is non-refundable. The fee is 5% of the cake price, excluding delivery, for new and unpaid orders; previously paid orders retain the fee recorded when they were paid. The baker's own cancellation or refund policy determines whether the baker returns any part of its remaining deposit or payment. For example, a baker may choose to refund an early cancellation but decline a last-minute refund after work has begun.

What bakers must make clear

Each baker is responsible for setting and honoring a clear cancellation, change, refund, and delivery policy for their business. Bakers should state when work begins, whether deposits are refundable, how design changes are priced, and what happens if a customer cancels.

CakeMatch recommends keeping all design changes, acceptance, handoff details, and refund discussions in CakeMatch messages so both sides have an accurate order record.

When a baker cannot fulfill

If a baker cancels an accepted order, misses the agreed deadline, or materially fails to provide the agreed work, the baker is responsible for funding a full refund of the customer's payment, including CakeMatch's disclosed marketplace fee. A baker must promptly communicate with the customer and take the refund action through the applicable Stripe payment account when payment was made through CakeMatch.

Repeated or serious fulfillment failures may lead to CakeMatch enforcement, including suspension or removal under the Baker Agreement.

Off-platform payments

CakeMatch strongly recommends that deposits and remaining balances be paid through CakeMatch when that option is available. If a baker and customer choose cash, a payment app, check, or another off-platform method, CakeMatch cannot verify that payment, provide payment support, or help either party recover a loss or respond to a fraud claim.

Chargebacks and payment disputes

Card disputes and chargebacks are handled under the rules of the payment processor, card network, and financial institution. Both bakers and customers must provide accurate information and should preserve their messages, photos, invoice details, pickup/delivery confirmations, and any other relevant order records.

CakeMatch may provide marketplace records when appropriate, but does not promise a particular dispute outcome and does not decide food quality, taste, personal preference, or a baker's independently managed refund policy.

Membership and Founding Baker refunds

A paid annual CakeMatch baker membership, including an annual renewal, may be refunded within 14 days of the charge. Monthly memberships run through the current paid month after cancellation and are not refunded for unused time. Membership terms may change only with notice consistent with the applicable membership offer.

The $25 Founding Baker Charter reservation is non-refundable and is credited toward the $300 Charter total. The remaining $275 Charter activation balance, once paid, has a 14-day refund window. The four-year Charter term begins once the full Charter balance is paid; it does not automatically renew after year four.