Terms & Conditions

Any orders placed with Cuisine on Cue

will constitute your acceptance of the following terms and conditions.

ORDERS

Orders can be placed via email, fax or on our website.

As we need to order produce from our suppliers and confirm our delivery runs we kindly ask that all orders are in by 2pm the day prior to delivery.

Orders for Mondays should be placed by 2pm Friday.

We will always confirm receipt of your order with a Sales Order Confirmation via email.

This will confirm information such as the delivery date, delivery address,

catering requirements and total cost. It is essential that you carefully check all details of your order and contact us immediately should any part of the order be incorrect.

Your order is not confirmed until you have received a Sales Order Confirmation.

If you haven't received confirmation within 2 hours of placing your order

please contact us on 08456 44 66 46 or email our sales department.

Our offices are open Monday to Friday from 9am - 5pm.

MINIMUM ORDERS 

Minimum Orders apply to the following menus:

Finger Buffets - 6 people

Working Lunch - 6 people

Executive Lunch Boxes - 6 Boxes

Hot Fork Buffet - 10 people

Microwave Meals - 8 people

Minimum order Value is £30, this can comprise of any of our menus.

Food delivered is for consumption on the day of delivery.

Vegetarian and Non-Vegetarian products are plated together where stated,

if you require vegetarian options to be separate please inform us of this when placing your order. Whilst we take every care to preserve the integrity of our vegetarian products, we must advise that these products are not handled and cooked in a dedicated vegetarian kitchen.

Our products may contain nuts or nut traces.

Substitutions may have to be made without notice, particularly for late orders.

Due to continual changes in market rates, any quotes provided will only be valid

for 3 months after the date of issue unless previously arranged.

All prices quoted are exclusive of VAT

CANCELLATIONS AND AMENDMENTS

Cancellations & reductions in numbers must be received by 1pm

the day before the order has been requested.

Cancellations for an order placed on Monday must be received by 1pm Friday.

You are welcome to telephone us with your cancellation but

we will also need this in writing.

If you are ordering a special bespoke menu or catering for more than 50 people cancellations & reductions in numbers will only be accepted if made in writing

3 working days before your requested date of delivery.

After this time payment for the full amount of the original order may be requested.

EQUIPMENT

Orders which include the provision of any type of equipment that will consequently require a collection on the following day will incur a £15 collection charge.

Clients are responsible for all crockery, cutlery, glassware and equipment supplied by Cuisine on Cue from the time of delivery until collection.

All lost and damaged equipment will be invoiced at the current replacement cost.

We kindly request that all equipment is ready for collection on the day following hire,

as any additional collections required to fully retrieve our equipment

will be charged at £15 each time.

DELIVERY TIME 

We ask for a 1 hour delivery window: this we use as a guide.

Due to London traffic, road closures, accidents, and other things beyond our control, we cannot guarantee an exact delivery time, thus the request for a 1 hour delivery window. We will always endeavor to ensure that your order is delivered to

you in a professional manner and within time for your meeting.

We advise requesting a delivery hour that is approximately half an hour before

your required time to allow the set-up of food, removal of food coverings

and any delays that may occur on the road.

Should we encounter unexpected delays we will call you

prior to your delivery time to inform you of this.

Orders received after 2pm the previous day may have to be put at the end of our delivery runs and we may not be able to guarantee requested delivery window,

again we will advise you of this prior to your delivery time.

DELIVERY CHARGES 

Monday to Friday 8am - 5pm delivery is FREE

Between 7am to 8am = £10.00

Between 5pm to 6pm = £10.00

Out of hours delivery charge before 7am and after 6pm is £25.00

Tea & Coffee Set-up/Collection Charge £20.00

Saturday deliveries will be charged at £30 (Minimum Order Value is £100)

Sunday deliveries will be charged at £50 (Minimum Order Value is £100)

Collections will be charged at £15

HELP US TO HELP YOU

Small delays can cause a snowball effect when it comes to deliveries.

Help us to help you, by making sure that you have provided the correct address,

delivery instructions, unloading areas, contact numbers and alerted security staff

to our arrival. This all helps us get around the daily delivery run quicker

and will ensure a stress free & efficient delivery.

DELIVERY AREA

As most business and office catering orders are not consistently ordered on a daily basis, and most orders placed just the previous day, our routes and delivery runs vary drastically from day to day. We group our orders by location to create smooth delivery runs and in some instances we will have to make a delivery to you when we're in your area and on occassions this may vary slightly to your preferred time.

Every effort will be made to adhere to your requested delivery window

but if we have to come back to an area, this can cause serious delays to your order

and other deliveries on board.

LATE ORDERS 

We will always try and incorporate same day or late orders where possible.

Please call and ask regarding stock availability and delivery options.

Please see our Late Order Menu for next day delivery requests being made after 5pm.

If possible we will deliver your order on time, but ask that you allow some flexibility

with the delivery times as your order may have to go at the end of our runs.

Customers placing orders by 2pm the working day prior will get delivery priority.

EARLY DELIVERIES 

We understand that most clients would ideally like to receive orders between

11am and 1pm. We aim to provide this to all our clients. However, due to congestion on Londons roads and other variables, sometimes this is not possible.

Depending on the daily run we may have to schedule your delivery earlier

in order to make sure that we are not late. Please bear with us; we feel that you would prefer us to make sure the delivery is in time for your important meeting or function rather than late, thus causing embarrassing delays to your planned daily routine.

We aim to provide a very reliable service to a high professional standard.

Our orders are delivered in refrigerated vans and the temperature

is frequently monitored by our drivers to ensure your food is kept at the

optimum temperature when delivered.

Your food then has a 4 hour ambience time from it arriving to you.

HOSPITALITY STAFF

Hospitality Staff can be provided at a cost of £12.00 per hour per member of staff

for a minimum of 4 hours.

If staff are required to work later than 11pm their hourly rate will increase to

£17.50 per hour and the cost of staff transport home will be the responsiblity

of the client which may be added to your invoice.

Event Managers are charged at £15.00 per hour.

RECYCLING

We use black plastic platters to present our food and these can be recycled.

If you would like to help us to help the environment we will gratefully collect your platters on delivery of your next order.

Please inform our driver that you have platters ready for collection.

Disposable plates, napkins and where applicable, drinking cups will be provided with each order unless requested otherwise. Please tell us how many people will be attending your event/meeting to ensure sufficient quantities are provided.

 

ACCOUNTS

All invoices are due for payment within 14 days unless alternate account facilities have been arranged. Accounts not paid within this time will be liable to a surcharge of 2.5% above HSBC base rate per week until payment is received.

Any credit/debit card payments will incur a 3% surcharge to cover processing costs.

COMPLAINTS & FEEDBACK

We always welcome feedback from our clients both good & bad, regarding any aspect

of our service. If you would like to send us your comments please complete our

Client Feedback Form online.

If the need to complain arises regarding a delivery you have just received please contact our Customer Service team immediately on 08456 44 66 46 so we can ensure measures are taken as quickly as possible to remedy any problems that you may have encountered.

All complaints must be received in writing within 24 hours of receipt of goods.

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