In the event of causes beyond our control such as force majeure, ill heath, accident, fire etc. which prevents us from providing the agreed service, we will do our best to refer the cake order to a different vendor OR provide a refund of any payment made by the client above the non-refundable deposit.

DESIGN CONDITION:

It is your responsibility to read and check the quote/invoice thoroughly; any amendments to the design should be made in writing prior to payment of your deposit.

If requested, I will endeavour to adjust the design, but sometimes this is not possible according to the nature of the request or amount of notice given. If the alteration affects the cost, or preparation work for the original design has already been undertaken (such as the purchasing of ingredients), then your balance will be adjusted accordingly.

Sweetella Bakes reserve the right to change or adapt the agreed design at any point if circumstances dictate it, such as unusual weather conditions, unavailability of ingredients for example.

Each cake is made individually by hand, so although every effort is made to ensure consistency, some variation may occur from the design agreed.

Sweetella Bakes reserve the right to use any photographs for display or promotion without compensation to the Client.

ALLERGIES & SPECIAL DIETARY REQUIREMENTS

Unless otherwise stated, the products used by Sweetella Bakes contain, or come into contact with, milk, wheat, nuts, soy, and other allergens on a daily basis. You agree to notify your guests of this risk and you will not hold Sweetella Bakes responsible for any allergic reactions.

For orders placed with specific allergen/dietary requirements, whilst Sweetella Bakes commit to adhering to strict allergen preparation and cleaning processes, you are aware and accept that there is still a slight possibility of potential cross contamination due to us being a home-based bakery.  You agree to notify your guests of this risk and you will not hold Sweetella Bakes responsible for any allergic reactions.

NON-EDIBLE ITEMS

It is standard practice to use supportive dowels and boards in tiered, sculptured, tall and heavily decorated cakes and use support sticks in modelled edible figures etc.  It is the Client’s responsibility to ensure these are removed by yourself/your caterer/guests before consumption.

Non-edible items will be highlighted, upon collection or delivery.

COLLECTION/DELIVERY CONDITIONS

Collection:

Collection is from Sweetella Bakes (address can be found on your invoice).

Sweetella Bakes will not be held liable for any damage to the cake once it has left our possession.

Cakes are presented for collection or delivery in a cardboard cake box.

Cakes should be carried by the base of the box and transported in the footwell of the vehicle or placed on a non-slip mat on a flat surface (for example the boot of a vehicle).  Cakes should be kept cool whilst transporting and we highly recommend turning the air-conditioning on, particularly during the summer months.

Do not place any objects on top or leaning against the cake box.

Tiered cakes are most at risk during transport and every care should be taken by the Client to ensure the cake is as safe and secure as possible during transit.

Please note that novelty cakes can be very heavy, particularly fondant covered cakes. Please bear this in mind when collecting/carrying/transporting the cake yourself.

You will be allocated with a 30-minute collection slot convenient to us both.  If you have not collected your cake within your time slot, we cannot guarantee someone will be on site.

Any cakes not picked up within the agreed collection time will be held for a maximum of 48 hours.  A new collection time (and day) will be arranged at Sweetella Bakes convenience.

Cakes not collected after this time may be donated or destroyed in which case Sweetella Bakes reserve the right to seek 100% of the order value.

Delivery:

Whilst collection is our preferred option, we do offer a delivery service and delivery charges are calculated on a mileage and time basis.

If you choose delivery, it is my intention that your cake will be delivered in perfect condition prior to the start of your event. However, I ask for patience with factors that may be beyond my control (eg. accidents and traffic conditions) as I cannot be held liable for any such delays. For this reason, I recommend all cake orders are delivered at least 2 hours in advance of the event start time. It is your responsibility to ensure you inform me of the correct event time and location plus the postcode of the venue. In the unlikely event of late delivery, the maximum compensation will be a refund of the delivery charge.

Late requests for delivery (after securing the booking based on collection) will be accommodated where possible but cannot be guaranteed and charges will apply.

Sweetella Bakes cannot be held liable for any damage that is rendered to the cake once it has been collected or delivered. The client is responsible for ensuring an appropriate and secure table and environment for the cake(s).

Cake stands are not supplied.

STORAGE & CONSUMPTION 

Damage:

Please remember that cake decorations are very delicate items, and I cannot accept responsibility for damage that is done to the cake after it has left my possession.

If any damage is rendered to the cake after it has left my possession, then you can advise me and request a repair, which will be costed accordingly, including transport costs if appropriate.

Portion Guide:

Number of servings per cake as detailed on our website are a guideline only. Yield will vary dependent upon how the cake is cut, which is the responsibility of the client/caterer.

BEST BEFORE DATE/STORAGE CONDITIONS:

Fondant Covered Cakes:

Fondant (or sugar paste) covered cakes should be stored in the cardboard box the cake is collected/delivered in and kept in a cool (but not cold), dark place away from direct natural or artificial lights. Uncut fondant-iced cakes can stay fresh for up to 10 days after receipt if it is stored correctly. (The sugar paste icing helps create a natural barrier from the air that causes cakes to go stale.)

Fondant covered cakes and modelled figures should not be refrigerated (nor stored in a plastic container), as it will cause condensation to form on the surface of the icing and give the cakes a ‘wet’ look, in which colours may run (though the taste will be unaffected).

Buttercream Covered Cakes:

Buttercream covered cakes need not be refrigerated except in conditions of extreme heat. As noted above, refrigeration will affect the visual appearance of any fondant decorations, which will take on a wet look and may cause colours to run.  Buttercream cakes should be stored in the cardboard box the cake is collected/delivered in and kept in a cool, dark place away from natural or artificial lights.

Once cut, fondant and buttercream covered cakes should be kept in an airtight container to retain their freshness.  Our cakes are made of natural ingredients; because of this they will not have the extended shelf life of most supermarket cakes, which contain additives and preservatives to ensure their prolonged life.  Freezing the cake, however, preserves the taste of the sponge and icing as much as feasibly possible (if wrapped in foil and cling film) and will be perfectly safe to eat, but please bear in mind that as with refrigeration it will affect the visual appearance of the icing, as condensation will form upon defrosting. Food hygiene regulations recommend that food should only be frozen for a maximum of 3 months.

Sweetella Bakes cannot be held responsible for the quality of cakes cut and consumed after 48 hours ​following the delivery/collection date – as after this time the quality will deteriorate due to fresh ingredients.

COMPLAINTS

Complaints are rare and taken very seriously. If you wish to make a complaint or raise a concern after receiving the cake(s), you should do so in writing within 48 hours of collection/delivery. Photographic evidence of any faults or discrepancies will need to be included.

If there are any complaints about the design or the appearance of the cake(s), they must be expressed at the point of collection or delivery, and Sweetella Bakes must be given the opportunity to eradicate these as they are usually correctable.

If the complaint relates to the quality of the cake, at least 75% of the cake must be returned to Sweetella Bakes within 48 hours to ensure a fair assessment of the nature of the complaint and determine what course of action we will take. No refund will be given if the cake is not returned or has been eaten.

You should not post any negative information about Sweetella Bakes or the Baker on online forum, social media or websites without providing advance written notice of the intended content thereof and providing Sweetella Bakes with a prior opportunity to resolve any issue amicably.

Refunds will be given entirely at the discretion Sweetella Bakes.

OTHER

Sweetella Bakes are not responsible for cars parked on the premises.

Sweetella Bakes are not responsible for any Client accidents, trips, falls etc. whilst on the premises.

By ticking the box on the order form, and paying the non-refundable deposit, you are the person responsible for accepting and agreeing to the terms and conditions set out in this contract.

*Cake(s): Refers to all cakes, cupcakes, sheet cakes & any other product supplied by Sweetella Bakes to the Client

*Client/You/Your: Refers to the person(s) making an order/purchase from Sweetella Bakes.

*We/us/our:  Refers to Sweetella Bakes