1. Booking and Confirmation
A catering booking is considered confirmed once:
- The customer has accepted the booking quotation; and
- The required deposit has been paid.
Until the deposit has been received, the date and catering services are not guaranteed.
By paying the deposit, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.
2. Deposit and Payment Schedule
- A deposit is required to secure the booking.
- The deposit is non-refundable, except where the cancellation is due to the caterer’s inability to fulfil the booking.
- The remaining balance must be paid no later than the date specified by the caterer at the time booking, usually 7 days prior to the event.
- The booking will not be considered fully paid until the complete balance has been received.
- Any additional charges agreed after the original booking, including changes to guest numbers, menu selections, or equipment must be paid by the deadline specified by the caterer.
- If the balance is not received by the payment deadline, the caterer may treat the booking as cancelled and retain the deposit.
- If the catering event is within 7 days of the initial enquiry, full non-refundable payment will be required at time of booking.
- 72 hours’ notice is required for any catering booking.
3. Cancellation by the Customer
Customers may cancel their booking by providing notice to the caterer directly.
The following refund policy applies:
- More than 7 days before the event
The customer may cancel the booking and receive a refund of any balance paid, excluding the non-refundable deposit.
- Less than 7 days before the event
The balance is non-refundable because food, staffing, equipment and other event-related costs may already have been committed.
The exact cancellation deadline will be stated on the booking confirmation.
The customer does have the option to move the booking to another date, free of charge, if availability allows.
4. Refunds
Where a refund is due, it will normally be processed within 14 business days of confirmation of the cancellation. Refunds will be made to the original payment method wherever reasonably possible.
The non-refundable deposit will not be returned unless required by applicable law or otherwise agreed in writing.
Where the caterer has incurred non-recoverable costs specifically for the customer’s event, these costs may be deducted from any refundable amount where permitted by law and the booking terms.
5. Changes to a Booking
Requests to change the event date, guest numbers, menu, venue, or other booking details must be made as early as possible.
Changes are subject to availability and may result in additional charges.
A reduction in guest numbers does not automatically entitle the customer to a refund where food, staffing, equipment or other services have already been ordered or committed.
Any changes to the booking must be confirmed to the caterers directly via emailing catering@ellenor.org.
6. Caterer Cancellation
If the caterer must cancel a booking because it is unable to provide the agreed services, the customer will receive a refund of payments made for services that cannot be provided, including the deposit, unless an alternative arrangement has been agreed.
The caterer will make reasonable efforts to notify the customer as soon as possible and, where practical, assist in finding an alternative catering arrangement.
7. Event Delays and Circumstances Beyond Our Control
The caterer will not be responsible for delays or failure to perform caused by circumstances outside its reasonable control, such as severe weather, natural disasters, fire, power failure, transport disruption, government restrictions, venue closure, public emergencies or other unforeseen events.
Where such circumstances affect the booking, the caterer will work with the customer to find a reasonable alternative, such as rescheduling the event where possible.
Any refund or credit will be determined in accordance with the circumstances and the costs already incurred.
8. Allergies and Dietary Requirements
Customers must provide accurate information about allergies, intolerances and dietary requirements at the time requested by the caterer. Although reasonable precautions will be taken, the caterer cannot guarantee an allergen-free environment unless specifically agreed via email.
The caterer should be informed of any serious allergy or dietary requirement as early as possible.
9. Venue and Access
The customer is responsible for ensuring that the caterer has appropriate access to the venue at the agreed arrival and service times. Any additional costs caused by restricted access, parking charges, waiting time, venue delays or changes to agreed arrangements may be charged to the customer where applicable.
10. Equipment, Property and Damage
Where catering equipment, crockery, furniture or other items are supplied, the customer is responsible for taking reasonable care of them during the event. The customer may be charged for loss or damage caused by the customer or their guests, excluding reasonable wear and tear.
11. Pricing
Prices are based on the details provided at the time of quotation. Additional services, guest numbers, menu changes, venue requirements, delivery charges, staffing requirements or other agreed extras may result in additional charges.
Any applicable taxes, delivery charges or service charges will be identified on the quotation or invoice.
12. Outstanding Payments
If any amount remains unpaid after the applicable deadline, the caterer reserves the right to suspend or cancel services, subject to applicable law and the terms of the booking agreement. Any reasonable costs associated with recovering overdue payments may be charged.
13. Agreement and Acceptance
Payment of the deposit constitutes acceptance of these Terms & Conditions unless alternative written terms have been agreed between the customer and the caterer.
These Terms & Conditions should be read together with the customer’s quotation and booking confirmation. If there is a conflict between documents, the specific written terms agreed for the booking will take precedence.
14. Contact and Cancellation Requests
All cancellation requests and booking changes must be submitted via email or telephone to:
Email: catering@ellenor.org
Telephone: 01474 320007 or 07818 689898
The date on which the cancellation is received will be used to determine the applicable cancellation and refund terms.
Customer Acknowledgement
By confirming the booking and paying the required deposit, the customer acknowledges that they have read, understood and accepted these Catering Booking Terms & Conditions, including the payment deadlines, non-refundable deposit and cancellation/refund provisions.
