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Terms & Conditions

1. Enquiries and Consultation

All initial enquiries regarding our bakery and catering services can be made via telephone, email, or through our website. We welcome potential clients to schedule consultations, which may be conducted in person, by telephone, or virtually. These consultations are designed to discuss your event requirements, product options, and any unique preferences or dietary needs. We recommend booking a consultation well in advance of your anticipated event date to allow ample time for planning and preparation.

Should you require a tasting session, this can be arranged for a fee, which may be deducted from your final bill, depending on the size of your order, should you proceed with our services.

2. Booking and Payment

Upon completion of your consultation, a detailed quotation will be provided, outlining the scope of services, proposed menus, pricing, and any additional costs. To secure your booking, a non-refundable deposit of 25% of the total quotation is required within seven (7) days of accepting our proposal. This deposit ensures your event date is reserved.

The remaining balance must be settled no later than thirty (30) days prior to the event. Failure to remit payment in full by the stated deadline may result in cancellation of your booking and forfeiture of your deposit. For events booked with less than thirty (30) days’ notice, the full amount is payable at the time of booking.

We accept payment via bank transfer, credit/debit card, or cash. All prices are inclusive of VAT unless otherwise specified.

3. Ordering Process

Orders must be finalised at least four (4) weeks prior to the event date. We will provide written confirmation of all orders, including details of products, quantities, dietary requirements, and logistics. It is the client’s responsibility to thoroughly review this confirmation and notify us of any discrepancies within seventy-two (72) hours.

Amendments to orders after confirmation may not be possible, depending on the nature of the changes and their proximity to the event date. We will endeavour to accommodate reasonable requests where feasible, but additional charges may apply.

4. Pricing

All prices are quoted based on the information provided at the time of enquiry. Prices are subject to change if the scope of the order is altered or should costs of ingredients, labour, or other variables significantly fluctuate. Should any such changes impact your order, you will be notified in writing and given the opportunity to accept the amended pricing or cancel your order (see Section 7).

Quotations are valid for thirty (30) days from the date of issue unless otherwise stated.

5. Dietary Requirements and Allergies

We take dietary requirements and allergies seriously. During the enquiry and ordering process, clients must inform us of any allergies, food intolerances, or specific dietary requests (e.g., vegetarian, vegan, gluten-free). While we make every effort to accommodate such requirements, we operate in an environment that handles common allergens including but not limited to nuts, wheat, dairy and eggs.

Whilst we will endeavour to minimise cross-contamination, we cannot guarantee that any product is completely free from allergens. It remains the responsibility of the client to communicate dietary information to their guests.

6. Deliveries and Collection

Delivery and/or collection arrangements will be confirmed at the time of booking. Delivery fees may apply, depending on distance, order size, and timing. We will provide an estimated delivery window. While we strive to adhere to agreed times, traffic or unforeseen circumstances may cause delays; we recommend allowing for an adequate buffer period before your event commencement.

Clients must ensure someone is available at the delivery location to receive and sign for the order. In the event of a failed delivery due to client absence or incorrect information, additional delivery fees may be incurred, or it may not be possible to redeliver in time for the event.

If collecting, please ensure items are collected at the agreed time. We cannot be held responsible for products left uncollected after the scheduled time.

7. Cancellations and Change of Event Date

Cancellations must be made in writing (email or letter) and will take effect from the date received. The following cancellation charges apply:

  • More than forty (40) days prior to event: Loss of deposit only.

  • Thirty (30) to Forty (40) days prior: 50% of total order value.

  • Twenty nine (29) days or less: 100% of total order value.

Should you wish to change your event date, please notify us as soon as possible. Date changes are subject to availability and may incur additional costs, particularly if work has already commenced or products have been ordered. We will make every reasonable effort to accommodate changes, but cannot guarantee availability.

8. Equipment Hire

Where applicable, equipment such as cake stands, display platters, and serving utensils may be hired for a fee and security deposit. Hired equipment must be returned in the condition in which it was received, by the time and date agreed. Loss, damage, or late return of equipment will result in forfeiture of the deposit and/or additional charges to cover repair or replacement.

Clients are responsible for equipment from the time of delivery or collection until it is safely returned.

9. Warranties and Product Quality

We warrant that all bakery and catering products supplied will be fit for consumption on the date of your event and prepared to a high standard using quality ingredients. Due to the nature of handmade products, slight variations in appearance may occur.

Products should be stored and consumed according to our guidance. We cannot accept responsibility for deterioration resulting from improper storage, handling, or consumption outside of recommended timeframes.

10. Complaints and Refunds

At Zadie Bakery, we strive to provide the highest quality products and services to our customers. However, if you are not satisfied with your purchase, we are here to help.

Complaints

If you have any complaints regarding our products or services, please contact us within 48 hours of your purchase. You can reach us through the following methods:

Please provide your receipt and a detailed description of the issue. Our team will review your complaint and respond within 3 business days.

Refunds

Refunds are considered on a case-by-case basis. To be eligible for a refund, please ensure that:

  • The product is returned within 24 hours of purchase.

  • The product is in its original packaging and condition.

  • You provide a valid receipt.

Refunds will be processed using the original method of payment. Please allow 7 business days for the refund to appear in your account.

11. Publication Rights

By placing an order with us, you agree to the following terms regarding the use of images and content:

Use of Images

We may take photographs of our products, including custom orders, for promotional purposes. These images may be used on our website, social media platforms, and other marketing materials.

Customer Reviews and Testimonials

We appreciate feedback from our customers and may use reviews and testimonials for promotional purposes. By providing a review or testimonial, you grant us the right to use your comments in our marketing materials.

Copyright

All content, including images and text, created by Zadie Bakery is the property of Zadie Bakery and is protected by copyright laws. Unauthorised use of our content is strictly prohibited.

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