Terms & Conditions
Terms and conditions
We aim to keep our prices low and service levels high. You
can help us to do this by booking the catering for your event with as much
notice as possible. This ensures we have sufficient time to order products and
ensure staffing levels are utilised.
Standard operating hours
Our standard operating hours are Monday to Friday, between
8.30 am and 4.30 pm, (excluding bank holidays and weekends. Bookings should be
made at least 3 working days in advance of your meeting or event. Catering
bookings for evenings and weekends require 10 working days notice and may incur
additional service charges. Amendments and cancellations can be made up to 3
working days before your meeting or event is due to take place. If you wish to
place an order outside of these times, please contact the team to discuss your
requirements.
Prices
All prices quoted are exclusive of VAT. If your
event/service is internal (i.e. charged to a University charge code), then VAT
will not be added. If your event is external, or requires an external invoice,
then VAT will be added at the current rate.
After entering the University account code and pressing
confirm, an email is sent to the person making the booking. It is the
responsibility of the internal customer to ensure compliance with the above
University Regulations.
External orders and payments
For all external
orders an invoice will be raised post event.
At time of booking you should provide a PO number if required by your
organisation.
Cancellation charges are included in the Charges section of
this document.
Charges
(including minimum numbers and cancellations)
All equipment provided is property of Refresh Delivered
Catering and anything missing, stolen or damaged will be charged at the
replacement rate. This includes flasks, cups, crockery and serving equipment.
Requests for additional hot water flasks will incur a charge to cover delivery,
cleaning and staffing costs. The cost will depend on the size of the booking
and number of flasks required. There is a minimum order charge of £25 per
delivery. A booking which comes to the value of less than £25 will incur a small
delivery charge. For example, a booking which comes to the value of £15 will
incur a £10 delivery charge, bringing up the total charge for the booking to
£25. We encourage you to think of the
environment and limit the number of deliveries we make on a daily basis. If we
need to make additional small deliveries, then a small charge will be passed on
to account for this. We plan our journeys in advance to save on fuel and be
kind to the environment, so please consider this when placing a late order. The
minimum order for refreshments and finger buffets is £25. If you wish to cancel
your booking you must notify us verbally as soon as possible and also confirm
in writing by email.
Booking and cancelation
We have a 3 working day lead time on Monday to Friday
bookings (currently weekend bookings cannot be made online – you should contact
a member of the team at deliveredservice@lboro.ac.uk for weekend bookings. We usually require a minimum of 5 working
days) The website will not allow you to
book or cancel outside of this time. You
can contact Delivered service if you need to cancel a booking outside this time
range, however, there is a minimum of 3 working days notice for the
cancellation of food and drinks. Any
cancellations outside this time will incur 100% charge. For certain events,
different cancellation notice periods and rates may apply i.e. formal
dinners. Please contact a member of our
team for charges should you need to cancel.
Final numbers
We require an update on your final numbers at least 5
working days before the event. After this time, we can change your numbers by
small numbers. Please be aware that there may be additional charges if numbers
are reduced and these will be discussed on an individual basis.
Late notice bookings
If a booking is made the day before the event or on the day
of the event, then this may incur an additional charge. This is so we can
ensure we offer you the best quality products and service. If you require a
food order at short notice, please call the team to discuss your requirements.
We do have some specific items available for these late bookings. All we ask is
that you are flexible on your requirements so we can ensure we can accommodate
as close to your needs as possible. For large orders over 50 people this will
be discussed on an individual basis.
Service standards
All our orders are usually delivered only. If you require a member of staff to set up or
serve catering this will incur an extra charge.
Rooms
It is the responsibility of the person making the booking to
check the room being used is one in which catering is allowed. Catering would
not normally be permitted inside lecture theatres and computer rooms. Please
contact room bookings for further information. Please ensure that there is
suitable access for our team. If a lift or staircase is required, then please
order appropriately. Where lift access is required and out of access, we may
need to provide disposables instead of crockery.
Delivery
The time shown on your booking is the time you require the
catering to be delivered. We would advise ordering catering 15 minutes before
they are required. We strive to meet the order times stated but at times there
are circumstances which may cause us to run late, please ensure that the
organiser has our details in case you need to get in touch.
Collection times
Most collections will be made the following day. We endeavour to collect empties from hot food
deliveries on the same day. Where deliveries are made at the end of the working
day, items will be collected the following day. We will collect all items from
the point where delivery was made. If items have been moved elsewhere it is the
responsibility of the organiser to ensure they are returned to the delivery
point in time for the collection by our driver.
If the meeting or event is on-going when we call to collect
or set up, our team will be as discreet as possible. If you prefer our team to
leave items outside the room, please mention this at the time of booking.
Numbers
We require a notification of numbers at the time of booking,
please confirm this 5 days before your meeting or event. We will endeavour to
accommodate any increases in numbers after this but cannot guarantee product
availability. If numbers fall below the final numbers given, there may be a
cancellation charge.
Special diets
All catering items are shown with allergen information and
for standard bookings we will cater for meat, fish and vegetarian options. If
you would like to specify any dietary requirements, then please mention this at
the time of booking.
Nut allergies
All our food items are prepared in an environment where
other foods such as nuts, may be present. If you have a specific request,
please contact the team.