DEPOSIT, CANCELLATION & REFUND POLICY

The preceding terms and conditions represent the rules for using Nadine The Cake Queen's services.

The following terminology applies: "the company", "we", "our", and "us" refers to Nadine the Cake Queen. "Client, "you", and "your" refers to you, the person accessing our services compliant with our terms and conditions. 

Each quote is valid for 14 days from the date of issue.

Once your cake's basic size and design constructs are finalised, a 50% non-refundable deposit will be required.

The consultation fee is a separate cost to the cake. It includes the consult, quotes, extra correspondence & system costs.

We will confirm your booking only once we receive your full deposit. The remaining balance is due in full a minimum of seven (7) days before the date your cake is required or four (4) weeks before the wedding in the case of wedding cakes. Payments can be made online, via direct deposit or with cash.

Failure to pay before the due date may result in us cancelling your order. Please contact us directly to discuss any problems or potential late payment issues.

In the event of cancellation with more than seven (7) days' notice:

You must submit all cancellation requests in writing.

If you need to postpone your event, please contact us immediately. We will try to accommodate your new date where possible. If the new date of your event is available, we will transfer all paid money to the new date without penalty. If the new date is unavailable, please see the below cancellation policy.

If you need to cancel your order, the refund policy is as follows:

We do not issue cash refunds. A credit voucher for all monies paid over and above the non-refundable 50% deposit will be issued. Credit vouchers are valid for 12 months from your original event date. You can use them towards new or existing orders. They are not valid for use toward booking deposits. 

If we are unable to fulfil your order due to unforeseen circumstances (e.g. accident or illness), we will refund your deposit in full. We will assist you in finding an alternative decorator to complete your order.

In the event of cancellation with less than seven (7) days' notice:

The total amount of your cake is payable. We will not issue any refunds or credits.

COVID19 CONSIDERATIONS

We recognise that many last-minute changes are occurring outside of our control due to snap lockdown decisions made by the government. We will offer one date change with no penalty to a new date if a lockdown is imposed more than five (5) days before the cancellation request. 

Complete payment is required per the normal terms and conditions if a cancellation request is made less than five (5) days before the event date. In that case, the cake baking will have been completed, items required for your order will have been purchased, and the decorating process will have commenced.  

If an order for an already rescheduled date is cancelled, the entire order shall remain payable as per the original terms and conditions.

DESIGN & FLAVOUR CHANGES

Minor design changes will be accepted up to four (4) weeks before your event if a deposit has been received.

Flavour changes will be accepted at our discretion up to three (3) weeks before your event. Subject to availability.

Should the design change, we will endeavour to accommodate your changes; however, where applicable, we reserve the right to amend the quote accordingly to reflect the changes required. An additional administration fee may be charged at our discretion.

Any changes to the original order are subject to viability and quote review.

You must submit date changes in writing. The new date is subject to availability.

You must submit any errors, corrections or updates to your order in writing. We will reissue your amended order for your records.

Whilst all care will be taken by us to complete your order as specified – factors including, but not limited to, weather and supply availability may result in design changes. Design changes are at our discretion. All cake designs are subject to artistic license; should we need to make such changes, we will not initiate any further correspondence.

If an agreement is not reached on changes to the revised quote, the normal cancellation procedure is applicable.

ALLERGIES

We will not be responsible for any allergy-related issues. 

Unless otherwise specified, all products may contain or come into contact with dairy, wheat, nuts, soy and other allergens. It is the client's responsibility to inform their guests of any risks.

SETUP & DELIVERY

Setup and delivery services are available for some cakes. Delivery is subject to our discretion, availability and venue location. Delivery charges may apply.

Easy access to the venue is required, e.g. close parking and lift access to higher levels.

Your cake/s can be collected from Monday to Saturday. Please contact us to arrange a time.

Whilst we ensure all due care is taken when boxing your cake, cakes transported by you are done at your own risk. Please bring an appropriate ESKY box with ice bricks when coming to collect your cake.

You or your elected representative assumes all responsibility and liability for handling the cake once it leaves our possession.

STORAGE

Cakes covered in fondant or with sugar paste flowers or figurines should not be refrigerated, as it may cause the icing to sweat. These items should be in a cool, dry place, away from direct sunlight and heat.

Buttercream cakes should be stored in a cool, dry place away from direct sunlight and heat or in a refrigerator. 

NON GUARANTEE

We are not responsible for damage to cakes or products once they are delivered and in the care of a client or the venue. When a client elects to self-transport, NTCQ is not responsible for any damage caused during transportation.

PHOTO USAGE

We reserve the right to use any photos we take of your creation for media-related activities such as publishing on our website, social media or advertising.

YOUR CONSENT

By booking your consultation and paying the non-refundable deposit, you agree to the terms and conditions set out above.