TERMS & CONDITIONS
PLACING AND ORDER
When the customer has checked the quote and confirmed the cake details are correct a booking can be made. Placing a booking is agreement from the customer to accept the terms and conditions of business as stated in this document. No contract is made with you until we have received your booking fee. Once your booking fee has been received you are in a legally binding contract with Surrey Bouqcakes.
Your date of enquiry will be held for 48 hours post initial contact, before being released to other customers.
In order to confirm your order, please pay the required booking fee:
- Orders below £60 must be paid in full
- Orders over £60.01 require a 50% booking fee
Outstanding balances must be paid 48 hours in advance of collection/delivery, unless agreed otherwise.
Wedding cake or large event orders require balances to be paid 21 days before collection/delivery
DATE AMENDMENTS, CANCELLATIONS & REFUNDS
If you would like to amend the date of your collection or delivery, we will endeavour to accommodate your request, providing there is availability on the revised date. If this is not possible then your amendment will be treated as a cancellation.
Cupcakes & Bouqcake Cancellations
In the case of cancellation by the customer, booking fees are non-refundable.
Wedding cake & large order cancellations:
As your wedding cake and/or large order (£200+) booking is a date reserved solely for you and certain components for your cake/s may be ordered months in advance, the following conditions are implemented when an order is cancelled:
• 90 or more calendar days from delivery date – the booking fee will not be refunded. Any other monies paid will be returned
• 31 to 60 calendar days from delivery date – 75% of the total cost will be payable
• 0 to 30 calendar days from delivery date - 100% of the total cost will be payable
• Wedding cake/large order cancellations must be made in writing
THE CAKES
Our cakes are fresh products containing no additives or preservatives and it is our right to assume consumption by the ‘best before’ date suggested. Due to the perishable nature of these products, we do not recommend keeping longer than three days.
Your cakes should be stored in a cool, dry place, ideally at room temperature and away from direct sunlight and sources of heat, in the box provided. They should NOT be refrigerated, unless otherwise advised.
Surrey Bouqcakes will not be held liable if items are not consumed during the recommended time frame or are stored in an incorrect manner. It is the purchaser’s responsibility to ensure the storage conditions are adhered to.
Our cakes are made using the highest quality ingredients and can include eggs, flour, cocoa, sugar, milk, margarine and butter. Note: if a colour other than natural buttercream is requested there will be food colour additives in the buttercream. If you require more information about colour additives when considering placing an order then please contact us to discuss.
Customers MUST ensure any allergies are outlined prior to ordering
DESIGN
Customers have the opportunity to submit images prior to a quote being given. Such images can be hand drawn or shared from a public source such as the internet. Due to the nature of these products, we do not and cannot guarantee 100% accuracy in design or manufacture and whilst we make every effort to provide the product requested, you accept there will likely be variance in colours and design in your order from any pictures provided.
With specific regards to floral cupcakes, we aim to replicate as near to the design as possible, however colour variations may occur due to the nature of the materials being worked with. We reserve the right to modify the design or presentation materials (e.g. bows, tissue paper etc) based on product availability without consulting the customer. Should a major change be required, we will consult with the customer prior to production.
All designs and intellectual property rights remain the property of Surrey Bouqcakes. We reserve the right to use images of your cake for any form of advertising including web-based promotions, brochures, galleries and competitions.
If you would like to alter or change the design of your order we will do our best to accommodate your request, however in order to make this absolutely possible we would advise you to give at least 7 days’ notice. Outside of this timescale we cannot guarantee that we will be able to accommodate any changes.
COLLECTION
A collection time should be mutually agreed at least 7 days in advance of collection. Failure to collect within 30 minutes of your agreed collection time may result in Surrey Bouqcakes rearranging to a new collection time that may well not be as convenient for you.
If the order is not collected within 24 hours of the agreed collection time, Surrey Bouqcakes reserves the right to dispose of the component parts of the order in any way it sees fit. No refund will be given.
On collection, guidance on the safe transportation and storage of the cake will be advised. It is the Customer’s responsibility to transport the cake in a safe manner. Surrey Bouqcakes accepts no responsibility for loss incurred should the customer damage the cake during transportation or through incorrect storage.
DELIVERY
Delivery is available for orders in excess of £150 (excluding delivery charge) and subject to availability.
The delivery charge is calculated on an hourly rate plus mileage (45p per mile, round trip) basis from Surrey Bouqcakes based in Camberley, Surrey. Distances are measured using Google Maps on the fastest route.
The full delivery address and a contact name and phone number must be provided at the time of booking. It is the customer's responsibility to provide this information and Surrey Bouqcakes is not responsible for obtaining any incorrect or missing information relating to the delivery address or recipient.
If there is no answer at the delivery point at the agreed date/time, the Customer is then responsible for arranging collection from Surrey Bouqcakes at an agreed time or a redelivery charge will apply.
For wedding cakes and other celebration cakes that are left in the care of a venue, a signature will be required. Surrey Bouqcakes accepts no responsibility for any loss or consequential loss incurred by the Customer as a result, e.g. a wedding without a wedding cake.
COMPLAINTS
In the event that you are not entirely happy with your cake/s, please contact Surrey Bouqcakes on the day of collection or delivery via surreybouqcakes@hotmail.com to discuss options for rectification.
Rectification can only be made on return of the cake to Surrey Bouqcakes in its original packaging. Surrey Bouqcakes will then review the returned cake/s and may make a discretionary gesture of goodwill based on the condition of the cake.
Where the complaint is in regards to the quality of the cake/s then the cake/s must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to ensure that we are able to fairly assess the nature of the complaint.
Please note we can only deal with the client who placed the original order.
INSURANCE
Surrey Bouqcakes holds Public Liability insurance and is fully registered with Surrey County Council
Surrey Bouqcakes reserves the right to amend these terms and conditions without prior notice