Policy

Section One - Ordering and Enquiring

  1. All order enquiries should be made as early as possible to secure your desired date.
  2. All orders are submitted through our website form, whatsapp or social media
  3. Please provide as much detail as possible when enquiring, including; Date required, Type of bake, Servings/Size, Design ideas, Allergies.
  4. Bookings are NOT confirmed without a deposit being paid and acknowledged.

Section Two - Deposits and Payments

  1. A non-refundable booking is required to secure your booking.
  2. Orders are only confirmed once this has been paid, if not paid within 48 hours your space may have been filled with another booking.
  3. Final balances must be paid 48 hours before collection by bank transfer, or cash upon collection if agreed prior.
  4. Failure to pay the final balance may result in delays and potential cancellation of your order.
  5. Last minute orders (5 days or less) full payment is required at booking stage.

Section Three - Cancellations, Refunds and Amendments

  1. Deposits are non-refundable under any circumstances, your order may be able to be moved if the date is available and convenient.
  2. If you wish to cancel your order 5 days or less before the due/collection date, you will be liable to pay the full remaining balance of your order.
  3. Cancellations made with more than 5 days’ notice may not require full payment, at the discretion of the business.
  4. Any changes to orders (design, size, flavour) must be requested as early as possible and are subject to availability.
  5. Last-minute changes may not be accommodated.
  6. In the unlikely event that Hols Bakes needs to cancel your order due to unforeseen circumstances, a full refund will be issued, including any deposit and payments already made.

Section Four - Collections / Deliveries

  1. All collections are from CO6, full address and times will be sent out 48 hours in advance and must be adhered to.
  2. A 15 minute grace period is allowed anything after this will have to be re arranged
  3. Re arrangement of collection is subject to Hol’s Bakes availability.
  4. Failure to collect your cake, Hols Bakes reserves the right to sell or dispose of the order after a reasonable period of time.
  5. No refunds will be given for orders that are not collected.
  6. Any payments made, including deposits and final balances, will be retained to cover costs and loss of business.
  7. Once the order has been collected, responsibility transfers to the customer.

Section Five - Collections / Deliveries

  1. Cakes and baked goods are delicate and should be handled with care
  2. Customers are responsible for the safe transportation once the order has been collected and should follow the care instructions on the box
  3. Cakes should be transported flat in the footwell, not on seats/laps. Aircon should be cold
  4. Store baked goods as advised, cool areas and fridges. In the summer months cake under no circumstances should a cake be stored anywhere but the fridge
  5. No refunds will be given for orders that are not collected.
  6. Deliveries is available upon request, and fees will be calculated on distance and time. It is the customers responsibility to make sure someone is in to receive the order

Section Six - Design and Final appearances

  1. Every effort is made to match the requested design, however all products are handmade and slight variations may occur.
  2. By placing an order, you accept creative interpretation where exact replication is not possible.

Section Seven - Allergies and Dietary requirements

  1. Please inform us of any allergies or dietary requirements at the time of enquiry.
  2. While care is taken to accommodate requests, all products are made in a kitchen that handles common allergens including: Nuts, Dairy, Gluten, Egg, Soya.
  3. Therefore we cannot guarantee that any product is completely free from traces of allergens.
  4. It is the customers responsibility to make sure Hol’s Bakes is aware of all allergies.
  5. Hol’s Bakes will not accept liability for allergic reactions caused by undisclosed allergies.
  6. Hol’s Bakes holds full liability insurance, food hygiene, food safety certification, and 5 star kitchen hygiene rating. All evidence can be produced upon request.
  7. By placing an order with us you are agreeing to all terms highlighted in our policy.