OUR TERMS AND CONDITIONS

Business Details: Souper Cakes & More

Email: enquiries@soupercakesandmore.co.uk

Orders:

We pride ourselves on our personal yet professional service. Thank you for using our service.

All orders placed with us (Souper Cakes & More) via any method (including email & social media channel messages are subject to the below terms and conditions.

Any information given whilst placing your order will all be included for reference and approval on your order form.

It is the customers' responsibility to ensure that any detail given/printed on your order form is correct. By paying for your order, you are confirming all detail is correct and that you accept our terms and conditions.

Once your order is being created, it will strictly follow the information given on your order form. Verbal orders will never be taken, all orders must be confirmed in writing.

Order Notice Period:

To avoid disappointment, we recommend booking your order as early as possible. We have a minimum of 1 weeks’ notice required for the majority of our orders but the longer the better and at least 2 weeks for larger orders. However, we may be able to produce last minute orders depending on the requirements and orders we have on that specific date.

Price:

Please note, we ask you to pay in full on booking your ORDER, this means you are securing the time allocation in our schedule. The total price for your order will be stated on your order form. Prices Following your consultation / enquiry, your quote is valid for 6 months, paying your initial payment (see below) secures this price & prevents any further price increases, except in exceptional circumstances beyond our control e.g. exceptional fuel price increases etc.

Allergens:

All orders are made fresh on the premises with the highest quality ingredients. In respect of allergies, we request that you advise us of any allergies.  Whilst every effort is taken to keep any ingredients separate, please be aware that although your cake order may not be made with nuts or a nut product, it will be prepared in a kitchen where nuts and other allergens may be frequently used. We cannot be held responsible for any ingredient contaminated at source and we do not accept any liability for any damage to health or any distress caused to you by the consumption of such products.

Order Changes & Alterations:

We do our best to accommodate any changes or alterations you wish to make to your order up until 2 days before the collection date, however late changes cannot always be guaranteed. It is the customer's responsibility to confirm any alterations to be made to the original cake order in writing. We reserve the right to amend the final order price in line with any alterations to the initial agreed order.

Deposit:

At least half the cost of the order must be paid at time of booking.

All deposits become due when the order has been placed and details checked and agreed by the customer. All orders are deemed to have been accepted once the deposit has been paid. Your deposit payment can be made by cash or straight to our nominated Nationwide Account.

Please note that all deposits are non-refundable and non-transferable.

Final Payment:

For wedding cake orders, the outstanding balance of your cake order must be paid 48 hours prior to your collection date, unless discussed otherwise with the business owner. If the final payment has not been made by or on the due date your order will not be made and will result in cancellation.

Prices Following your consultation / enquiry, your quote is valid for 6 months, paying your initial payment (see below) secures this price & prevents any further price increases, except in exceptional circumstances beyond our control e.g. exceptional fuel price increases etc.

Collection:

Your order can be delivered within should be collected at the time agreed when placing your order and stated on your order form. If for any reason you are unable to make this agreed time, we must be informed with sufficient time to re-arrange. We do not take any responsibility if your order fails to be collected on the arranged day due to issues with business opening hours.

All orders will be delivered free of charge within 1 mile of SL9 9FT and for 1 to 5 miles there will be a £5 charge. Customers are advised to check their order at the time of collection, once received we will assume the customer is satisfied. After the customer has received the order, it is the sole responsibility of the customer. We will not accept responsibility for damage caused by you or by any other persons nominated by you to collect your order. Once the order leaves our premises, we cannot be held responsible for any damage.

Cancellation Policy:

Cancellations - Under the Distance Selling Regulations you do not have the legal right to cancel a made-to-order item, which includes edible goods. Depending on the circumstances, time, and expense we have invested at that point any monies paid may not be refundable, we may cancel your order at our discretion.

All order cancellations must be made in writing to us.

If the customer fails to make the complete order payment by the date agreed, we reserve the right to automatically cancel the order.

We also reserve the right to cancel if we have insufficient stock or staffing levels to deliver the order. In the unlikely event of a cancellation, we will give customers as much advance notice as possible and offer a full refund of the cost of the order only. In the case of a date rescheduling, customers will be given the option to transfer to the rescheduled date.

  Storage & Consumption:

We take pride in lovingly baking and making each and every dish on our premises, so we know exactly what goes into them. We cannot guarantee quality if it is consumed more than 24-48 hours after collection depending on the products ordered. We are therefore unable to make a warranty as to the length of time for which the order will remain fit for consumption. We do, however, recommend that our cakes are consumed sooner rather than later and in the case of those with cream or cream cheese ideally within 24 hours but no longer than 48 hours from collection.

Refunds and Complaints:

For every order made, the order deposit is non-refundable.

In the rare event that your order fails to meet our commitment to quality, a refund may be offered at our discretion.

If you have concerns about your order, please notify us upon collection, so that we have the opportunity to rectify it. Any complaints should be made within 24 hours of receipt of the order to be eligible for any form of redress and if you should wish to request a refund then you must allow part or all of the order depending on the remit of the complaint, upon our request, to be collected by us to allow us to investigate the complaint.

We take all complaints seriously and will endeavour to resolve all complaints within 48 hours of receiving them depending on the nature and emails of the complaint.

In circumstances where a refund is offered, it will be limited to the value of the order in dispute. Additional avenues of recourse other than mediation, whether it may be further compensation or otherwise, is not available.

As taste is a very personal matter and subjective, we cannot accept the return of any orders merely because you do not like the taste.

Any Refunds are at the discretion of Souper Cakes & More.

We pride ourselves on our personal yet professional service.

Thank you for using our services.