Customer Standards Agreement

KEYK connects you to the best Filipino bakers — verified, protected, and accountable. Every baker has been reviewed by our team and agreed to uphold the highest standards.

By creating an account and placing orders on KEYK, you agree to the terms in this agreement.

Every order is protected by a Digital Contract automatically generated and sent to both you and your baker the moment your deposit is confirmed.

Your payment is held in KEYK escrow — never released to the baker until you confirm delivery.

You will receive three progress photo updates for every custom order — at 36h, 24h, and 2h before delivery. At the Final Checkpoint, you must approve before the cake is dispatched.

Reference photos are for inspiration, not replication. Each baker has their own artistic style and interpretation.

Pre-Dispatch Approval (Visuals): When you tap 'I love it — dispatch my delivery' at the 2h Final Checkpoint, the design and appearance are accepted. Visual disputes (colour, spelling, design details, size) are no longer available after this point — the approved photo is your evidence.

Post-Delivery Inspection (Vitals): You have 2 hours after delivery to report Hidden Defects only — taste, texture, raw centre, sour cake, or structural damage from transit.

The Silent Release: If no dispute is filed within 2 hours of delivery, funds are automatically released to the baker and the right to dispute is waived. Under Articles 1582–1585 of the Civil Code of the Philippines, this is treated as deemed acceptance after reasonable opportunity to inspect.

When the rider marks the order delivered, you'll get a notification: 'Your cake is here! 🎂 You have 2 hours to report any hidden issues. If we don't hear from you, your baker will be paid.'

KEYK uses a smart deposit schedule based on your lead time. Your deposit locks in your baker and date. The balance is due 48 hours before delivery, with reminders at 72h, 60h, and 48h.

Late Payment: if the balance is unpaid 4 hours after the deadline (at the 44h mark), the order is automatically cancelled to protect the baker's schedule.

Forfeiture: because custom cakes involve non-recoverable costs (labour, ingredients, blocked dates), the deposit is non-refundable upon cancellation. This protects the baker's livelihood.

All payments must go through KEYK. Never pay a baker directly via GCash, bank transfer, or cash — even if they suggest it. Off-platform payments void your Digital Contract, escrow protection, and right to dispute.

KEYK is a Independent Baker platform too. Some bakers are not registered businesses and issue acknowledgement receipts only — this is clearly displayed on every baker's profile. If you need an official BIR receipt, filter for Registered Bakers only.

KEYK uses integrated third-party delivery partners. Responsibility for the cake's safety shifts to the delivery provider the moment it is picked up from the baker.

If an order is damaged or lost due to the delivery provider's fault, the refund or insurance claim is settled directly with the delivery company. KEYK will provide all data and photo logs to support your claim.

KEYK is not liable for damages caused by third-party riders, but will help blacklist riders with a pattern of negligence to protect our community.

Dispute Hidden Defects within 2 hours of delivery using the photo documentation chain.

Bakers on the Cake Board cannot message you first — only you can initiate.

Phone numbers, emails, and GCash details are auto-masked in chats.

Rate both the baker and the delivery — your honest review shapes the community.

Be clear and detailed in your order brief. Respond promptly. Acknowledge each progress photo.

Approve the Final Checkpoint thoughtfully — approval waives your right to dispute the design.

Be present at the agreed delivery address and time. KEYK and the baker are not liable for damage after the rider departs if no one is available to receive.

Leave honest, fair reviews. Treat every baker with dignity and respect.

If the cake matches what you approved — no design refund. Quality issues (taste/texture/structure) are assessed case-by-case. Delivery damage is refunded by KEYK and recovered from the delivery provider.

RUSH KEYK: 50% refund within 30 minutes of placing the order; no refund after.

If something goes wrong — come to us first. KEYK resolves most issues within 24 hours. Posting false, damaging, or malicious statements about KEYK, a baker, or another customer on social media is a serious violation and may carry legal consequences under Republic Act 10175 (Cybercrime Prevention Act).

Using a dispute or bad-review threat to pressure a baker into discounts or freebies is manipulation and is monitored.

Fair, proportional, and always with notice. Examples: non-payment of balance → cancel + deposit forfeit; fraudulent dispute → 30-day suspension → permanent ban; abusive behaviour → 30-day ban → permanent ban; public misconduct/bashing → written warning + legal notice → 30-day suspension + legal action → permanent ban + legal referral; off-platform payment → warning → 60-day → permanent ban; fraud/impersonation → immediate permanent ban + legal referral.

Fair process: 48 hours to respond before any sanction is applied. A clean record for 12 consecutive months resets minor offense counts.

Every order generates a Digital Contract binding under RA 8792 of the Philippines, automatically sent to both parties at deposit.

KEYK is the platform intermediary — not the seller. Your contract is with the baker. KEYK facilitates, protects, and enforces.

Public misconduct including cyberlibel may result in legal action under Republic Act 10175 independently of KEYK's platform sanctions.

KEYK may update these terms with 14 days notice. Continued use counts as acceptance. Disputes are settled under the laws of the Republic of the Philippines.