How The Local Harvest Works

This is almost always a webhook delay (under one minute typically). Refresh after 60 seconds. If it is still missing after 5 minutes, contact hello@thelocalharvest.co.uk with your card-statement reference (the alphanumeric string near the charge). We can look up the Stripe PaymentIntent and either provision the missing order or refund you immediately if the producer cannot fulfil. We never keep money for an order we did not create.

Refunds are issued back to the original card via Stripe. The producer or our admin team must initiate the refund first; once initiated, your bank typically clears it within 5–10 business days (debit cards are usually faster than credit). If 10 business days have passed since the refund email arrived in your inbox, email hello@thelocalharvest.co.uk with the order number and we will dig into the Stripe ledger.

Reach out via the messaging button on their profile first; many producers are small operations and reply outside business hours. If 48 hours pass with no reply, email hello@thelocalharvest.co.uk with the order number. Per our Terms of Service §7, if a producer cannot fulfil within their stated lead time and does not reach a fair resolution, we will refund you in full and follow up with the producer ourselves.

Take photos within 24 hours of delivery / collection. Message the producer through their profile with the photos and your order number — most resolve issues at-source by replacing items or partially refunding. If the producer does not respond or refuses, forward the same evidence to hello@thelocalharvest.co.uk and we will mediate. Your statutory rights under the Consumer Rights Act 2015 (goods of satisfactory quality, fit for purpose, as described) are unaffected by anything in our Terms.

Reset links are valid for one hour. If yours has expired, request a new one from /forgot-password. If you never receive the email, check your spam folder — it is sent from noreply@thelocalharvest.co.uk. If the issue persists, email support@thelocalharvest.co.uk with the email address on the account; we can manually issue a fresh link. Auth endpoints (sign-in, sign-up, password reset) are rate-limited per IP by Supabase Auth, and we add an extra middleware-level limit on top, which together make brute-force impractical.

Email privacy@thelocalharvest.co.uk with proof of identity (a copy of a photo ID matching the email on file). Under UK GDPR we respond within 30 days. We will verify identity, then action your request: data export (JSON), correction, deletion, restriction or objection. See /privacy#your-rights for the full list.

A profile is publicly visible only when ALL of: (a) approval_status = "approved", (b) profile_active is on, (c) marketplace_visible OR directory_visible is on, and (d) you are on a lifetime-free tier OR your subscription_status is active / trialing. Open Business Dashboard → Profile to see which gate is failing. If everything looks correct but you are still not visible, allow up to 5 minutes for our search index to rebuild. If still missing, email support@thelocalharvest.co.uk with your business name.

Stripe sends you a separate email when a payout fails — usually because of an outdated bank account or a missing verification document. Open Business Dashboard → Billing → Stripe Connect dashboard, complete any flagged "action required" items, then re-trigger payout from the Stripe dashboard. We never hold producer funds; everything routes directly through your Connect account. If you are stuck for more than 7 days, email support@thelocalharvest.co.uk and we will introduce you to the right Stripe support thread.

One-time auth links are single-use and expire. If the link has been used or expired, you will see a "link invalid" message — request a new one from /login or /forgot-password. We invalidate previous links on every request, by design, so an attacker who later finds an old email cannot reuse it.

We occasionally take the site offline for short maintenance windows; we always announce planned ones at least 24 hours in advance via email and on the homepage. If maintenance lasts more than 30 minutes you should see updates on our status communications channel. Stripe checkouts and webhooks continue to function during maintenance — we do not lock you out of orders that are mid-flight.

Our application sends every uncaught error to our internal error log via /api/error-log, which means we usually know about it before you do. Refresh once. If the error persists, copy the URL and any "Error Digest" id you can see and email it to hello@thelocalharvest.co.uk — that digest lets us pinpoint the exact stack trace. The more detail you provide (browser, time, what you clicked), the faster we can fix it.

Sign in, then Dashboard → Settings → Privacy → "Delete my account". Your profile and personal data are permanently removed within 30 days. Order records are kept for the legally required retention period (HMRC requires 6 years of transaction records) but are pseudonymised after deletion — they are no longer linked to your name or contact details, only to the order id and amounts.