All bookings must be confirmed in writing/email by the Client.
A 50% deposit is required to secure Pinemoor Limited for the date of your Event.
All bookings must be confirmed in writing/email by the client.
A 50% deposit is required to secure the booking by Pinemoor Limited for the date of your event.
Payments for deposit will be made only via bank transfer and / or PayPal.
However, upon delivery and completion of products and / or services, other payment methods like credit and debit card, Apple pay, and Google Pay can be accepted for the balance thereafter.
Once the Client's deposit/s have been received, a receipt will be issued by Pinemoor Limited together with a formal confirmation letter/email which will include your draft menu, event summary, and estimated costs based on the number of guests and locations made by the Client.
Provisionally booked dates will be held for 14 days and can only be confirmed once the deposit and the booking form have been received.
In the event that another Client wishes to book an event for the same date as the event, prior to the first Client having paid any deposit, Pinemoor Limited will notify the first Client and request payment of the deposit from the Client within 48 hours of notification in order to secure the provisional date allocated to the Event.
For Events booked at short notice, the Client will be invoiced for all Charges on the provision of confirmation of acknowledgement of order and shall pay the Charges within 7 days of the date of the invoice.
The Client must notify Pinemoor Limited of final attendee numbers for the Event no later than 14 days in advance of the Event, as well as confirming all other provisional details such as any special dietary requirements.
Payment in full is required for all catering services to be provided by Pinemoor Limited no later than 7 days prior to the event.
The information provided at this point will be used to produce your event cost invoice, arrange staff, and coordinate with yourselves. Once Pinemoor Limited invoice is received by the Client, payment must be received no later than 2 weeks from the date of the invoice, and no later than 1 week prior to the Event. After final numbers have been provided, Pinemoor Limited are happy to accept any increases in requirements; however, no reduction will be possible.
The Charges do not include the cost of breakage or loss of or damage to the Pinemoor Limited equipment, tableware, cutlery or linen etc., for which Pinemoor Limited reserve the right to charge the Client after the Event, provided that notification of such breakage or damage is provided to the Client within 14 days after the Event.
In the unfortunate event of a booking having to be cancelled, confirmation in writing/email will be needed by Pinemoor Limited, and your deposit will be retained.
The Client acknowledges and recognizes that Pinemoor Limited needs to purchase food and other consumables, as well as hire equipment and staff needed to cater the Event, in advance of the Event. At the time of a cancellation, or a reduction in the numbers of persons attending the Event, Pinemoor Limited may have already purchased the food and other consumables. Pinemoor Limited may not be able to use this for any other Event which they are undertaking or food will deteriorate and become unfit for human consumption if not used by a given ‘use by’ date. In the event of a cancellation or reduction in the number of guests attending the Event, Pinemoor Limited may still be required to pay for hire of equipment and staff whether or not the Event takes place, or whether it takes place with fewer guests attending.
Under normal circumstances, 2 weeks’ notice of cancellation is sufficient. Events cancelled with less than 2 weeks will be charged in the following way:
7-10 days 50% of estimated final invoice
4-6 days 75% of estimated final invoice
1-3 days 100% of estimated final invoice
Pinemoor Limited will not be liable for consequential damage of any nature, for any reason, as a result of any act or circumstance beyond reasonable control, including but not limited to, strikes, acts of God, fire, flood, accident or act of war. In the event of such an occurrence, Pinemoor Limited shall be entitled to cancel the Event with immediate notice to the Client and shall reimburse the Client all Charges paid as at the date of cancellation less such reasonable preparation and administration costs of Pinemoor Limited and any non-refundable deposits paid by Pinemoor Limited to third-party suppliers of services for the Event.
Pinemoor Limited will endeavor to provide suitable adaptations to the Client's menu for any guests with special dietary requirements or allergies. We cannot, however, take responsibility for any guests unless advised in advance (no less than 48 hours prior to the event).
The Client agrees to pay for any loss or damage to any equipment, crockery, cutlery or glassware supplied by Pinemoor Limited for the Event, including any issues caused by the Client's guests. Pinemoor Limited reserve the right to charge the Client after the Event, provided that notification of such breakage or damage is provided to the Client within 14 days after the Event.
Pinemoor Limited will not be held responsible for the theft, loss, or damage to any personal effects of the Client or Client’s guests.
Pinemoor Limited accept no liability under any claim whatsoever arising (be it by negligence or otherwise) for any loss over the figure of the existing Pinemoor Limited Public Liability Limit of Indemnity. Note that this figure, which may change from time to time, is available upon request together with a copy of our Certificate.
Pinemoor Limited shall incur no liability to the Client if performance of the contract is prevented, or hindered by, any case whatsoever beyond Pinemoor Limited’s control and in particular, but without prejudice, to the generality of the foregoing, by act of fire, flood, subsidence, sabotage, accident, strike, or lockout and shall not be liable for any loss or damage resulting therefrom suffered by the Client.
Pinemoor Limited requires access to the Location for setting up equipment and services, ideally the day before the Event, if not, then in good time on the day of the Event.
Pinemoor Limited and staff will require constant access to and exit from the Location while they are providing the Catering Services. The Client must ensure that Pinemoor Limited can enter and leave the Location without excessive restriction.
While at the Location and providing the Service, Pinemoor Limited will need access to a sink with hot and cold water supply and access to clean certified drinking water. As well as access to appropriate cooking and preparation facilities. Where the Event is being held in a temporary structure such as a marquee, provision of a catering tent next to or within a reasonable proximity of the temporary structure needs to be provided along with an uninterrupted power supply sufficient to cover all of the needs of Pinemoor Limited at the Event. To have use of a parking space and/or parking permit throughout the time Pinemoor Limited and representatives are providing the Catering Services as well as access to toilet facilities.
Under the Government Food Hygiene regulations, all cold food should be consumed within FOUR hours of delivery. Hot food should be consumed within 2 hours; thereafter, it is the Client's responsibility when food that is left unsupervised by the consent of the Client is NOT covered under our Public Liability Insurance.
Where the Client chooses to supply items of food and/or drink themselves for the Event, Pinemoor Limited will comply with the condition to the extent that it prepares and/or serves any such items, but reserves the right to dispose of, or not to serve any such item if, in its sole discretion, such item is unfit for human consumption and/or displays signs of contamination or deterioration and/or cannot be demonstrated to have been stored in accordance with statutory and/or regulatory requirements prior to delivery to Pinemoor Limited at the Event. Pinemoor Limited accept no liability for any food supplied to the Client by another caterer (or food products supplied by the Client themselves) in addition to those arranged by Pinemoor Limited.
All excess food at the Location at the end of the Event shall be removed and disposed of by Pinemoor Limited in accordance with prevailing statutory food hygiene requirements, save where such food or drink has been supplied by the Client, in which event the Client shall be responsible for removing excess food or drink and empty bottles unless otherwise agreed by us.
Pinemoor Limited shall provide the Catering Services with reasonable care and skill and in accordance with food catering industry standards for hygiene and general cleanliness. The preparation and cooking of food and the handling and service of food, beverages, utensils, and tableware; are in compliance with statutory and regulatory requirements affecting the preparation, cooking, handling, and service of food.
Pinemoor Limited are fully aware of the environmental issues that we all need to take responsibility for and wherever possible we want to play a role in helping the environment. Wherever possible, Pinemoor Limited use local suppliers to reduce our carbon footprint. Pinemoor Limited also try to arrange deliveries together to minimize our carbon emissions. Wherever possible, Pinemoor Limited will use eco disposables for the Event.
Pinemoor Limited will process any personal data collected from the Client for the purposes of administering the booking for the Event. Pinemoor Limited may also process such data to provide the Client from time-to-time with information on other services that it provides and other events organized by Pinemoor Limited if They feel that it will be of interest to the Client. Pinemoor Limited will not give your details out to any third parties.
Pinemoor Limited reserve the right to change our Terms and Conditions when necessary due to the continual evolving nature of our business. It is your responsibility to ensure that you are up to date with our Terms and Conditions.
Due to the delicate nature of the sugar craft on our cakes, we personally deliver and set up your tiered cake at your venue. The cost of delivery and set up will be included in your cake quote.
Delivery charges are calculated on a mileage and time basis.
Some cakes may be suitable for collection, free of charge, which can be discussed at the point of ordering.
Responsibility for your cake passes to you once it has been collected from our premises, or delivery has been accepted. Pinemoor Limited accepts no liability for cakes that are damaged after they have been delivered to the agreed location.
If the cake is collected, the full responsibility for the safety of the cake is with the client and Pinemoor Limited will not be responsible for any damage to the cake after it’s been collected.
Upon collection, cakes should be transported on a flat surface (preferably in an empty boot or passenger footwell - dependant on size of cake/car). It is not recommended that cakes are put on a seat or a passenger knee as the angle will cause damage to cake. Do not place any objects on top of the cake box.
On hot days it is recommended to travel with the air conditioning on or the windows open to keep the environment relatively cool so that the cake does not get too warm.
Please note that novelty cakes can be very heavy, particularly fondant covered cakes. Please bear this in mind when collecting/carrying/transporting the cake yourself.
Cakes are presented for collection or delivery in a cardboard cake box.
Fondant covered cakes should be stored in the cardboard box the cake is collected/delivered in, and kept in a cool (but not cold), dark place away from direct natural or artificial lights. Fondant-iced cakes can stay fresh for up to 5 days after receipt if it is stored correctly. (The sugar paste icing helps create a natural barrier from the air that causes cakes to go stale.) Once cut, left over cake should be wrapped in clingfilm and placed back into said box.
Fondant covered cakes and modelled figures should not be refrigerated (nor stored in a plastic container), as this will cause condensation to form on the surface of the icing and give the cakes a ‘wet’ look, become tacky and may cause colours to run (though the taste will be unaffected).
Our cakes are made of natural ingredients. Because of this they will not have the extended shelf life of most supermarket cakes, which contain additives and preservatives to ensure their prolonged life. Freezing the cake however, preserves the taste of the sponge and icing as much as feasibly possible, and will be perfectly safe to eat. Please bear in mind that, as with refrigeration, it will affect the visual appearance of the icing, as condensation will form upon defrosting. Food hygiene regulations recommend that baked goods should only be frozen for a maximum of 3 months.
Buttercream covered cakes should be refrigerated if they’re not going to be eaten straight away. Cakes with sugarpaste or sugar flowers/models should not be put in a refrigerator. They will take on a wet look, become tacky and may cause colours to run.
When you're ready to serve you cake, remove it from the fridge and allow it to return to room temperature. This may take up to 4 hours, but will depend on the temperature of your room and size of your cake.
As soon as the buttercream has a soft, whipped double cream like texture, you know it's ready to eat. If you do not allow the cake to return to room temperature the sponge and buttercream will be hard and the flavours may be dulled.
Don't leave your cake in direct heat or sunlight, the buttercream will melt! Care should be taken to put cakes in marquees as close to guest arrival time as possible as marquees become very warm on sunny days.
Tiered cakes will be supported by dowels, which should be removed prior to serving.
Decoration such as sugar flowers and models/figurines are made with edible ingredients, however they may contain wires or other supports which are inedible. Pinemoor Limited advises against these items being consumed. We ask you to take responsibility for ensuring these are removed prior to serving, as we cannot take any responsibility for the non-edible items once the order has been delivered or collected.
If you wish your cake to be decorated with fresh flowers, it is best for your florist to supply these, as this allows for continuity.
We can liaise directly with your florist regarding the floral decorations required for your cake during the weeks before your wedding, so please do ensure you have ordered these beforehand. We can meet your florist at your venue or these can be placed ready on the cake table. Please note we cannot accept responsibility for flowers left in this way.
Please note that some flowers are not suitable for use as a cake decoration. Ask your florist for details and advice on the toxicity as we cannot be liable for any contamination to your cake that may arise from their use/misuse.
Cake stands, separators and knives can be hired from £10+ per item for a period of up to 3 days.
It is the customer’s responsibility to ensure that a suitable, sturdy table is provided for the cake.
A security deposit equal to the value of the item is also payable. This will be refunded in full once the item is returned to us within the box provided, undamaged and in its original condition within 3 days of hire. Details of these fees will be sent to the customer when placing their order.
If the item is not returned as agreed, or we have to collect it, then this deposit will not be returned.
If the item is returned damaged, this deposit will not be returned.
Payment will be deemed as acceptance of these terms.
All cake designs are the result of the information given to Pinemoor Limited by the customer. The interpretation of customers’ bespoke requirements and amendments to the design are approved by the customer during the order process; written/verbal descriptions and a diagram may be used to explain what the customer will receive. Pinemoor Limited reserves the right to make minor changes to best suit a design if they feel it necessary, and these changes may not always be communicated to the customer.
Pinemoor Limited will do its best to match any colour requests for icing but we cannot guarantee an exact Pantone match as colours present differently in different materials. We aim for a close-to-perfect match but this is not always possible.
Please check your order thoroughly before payment. For bespoke cakes we can only create the finished article from what we interpret from the wording of your order.
We welcome pictures of other cakes for reference and inspiration, but Pinemoor Limited cannot recreate these designs exactly as they’re not our own work.
Unless otherwise specified all Pinemoor Limited cakes contain dairy, gluten (wheat) and eggs and are made in an environment that handles nuts, soya and alcohol.
Our kitchen is not an allergy-free kitchen, and so we cannot guarantee that allergy-friendly cakes will not contain trace amounts of these ingredients due to the nature of production.
If a severe allergy is known, it is the customer’s responsibility to inform that guest not to eat the cake due to the possibility of trace allergens.
Pinemoor Limited accepts no liability for customers suffering allergic reactions from eating our cakes.
It is the customer’s responsibility to make Pinemoor Limited aware of any special dietary requirements that need to be accommodated in the making of their cake.
Orders will be accepted via e-mail, website enquiry form, Facebook/Instagram page or by phone.
A 50% deposit is required to confirm your order and save your date.
We accept payment by bank transfer or paypal.
Pinemoor Limited are a VAT registered company.
The outstanding balance is due no later than one week before the event.
Your date will only be held once your deposit is received.
Copyright and ownership of all cake designs by Pinemoor Limited remains with Pinemoor Limited. We reserve the right to use photos of our cakes for advertising purposes including, but not limited to, on our website, Facebook/Instagram page, social media and in other advertising materials.
We do not pass on your personal details to 3rd parties. We will keep your details on file until you have paid us in full and any hired items are returned. Once your order has been collected/delivered, any credit/debit card details are destroyed.
Under normal circumstances, 2 weeks’ notice of cancellation is sufficient. Events cancelled with less than 2 weeks will be charged in the following way:
7-10 days 50% of final invoice
4-6 days 75% of final invoice
1-3 days 100% of final invoice
Any work already undertaken towards your order, including ordering in supplies specifically to meet your order will incur further charges.
In the event of a wedding postponement, the payment due remains the same as a cancellation. If you postpone within 90 days of the wedding half the remaining cost will be due on the original payment date. If you postpone less than one month prior to the wedding, the outstanding balance remains payable on the original due date. Subject to availability we will carry any monies paid forward to the new wedding date. Please be aware that we will only do this on one occasion. Any further postponements will be classed as a cancellation. Postponements may also be subject to an increase in costs, in line with the annual cost of inflation, dependant on the duration of the postponement.
Pinemoor Limited has the right to refund in whichever way they deem suitable, including vouchers and aims to refund within a month of cancellation.
Pinemoor Limited has the right to not refund at all dependent on circumstances. All refunds will be carefully considered by Pinemoor Limited.
Complaints are very rare, however, Pinemoor Limited takes them very seriously. Our great reputation is built upon the word of mouth of our customers.
Corrections and repairs to cakes, including inscription mistakes, can be corrected on the same day in most cases.
You are required to give us the opportunity to rectify, and must let us know of, the problem on the day of delivery. Please notify us in writing, along with relevant photos.
Some complaints may require further investigation, and an immediate refund may not always be possible.
At least 75% of the cake must be returned within 2 days to ensure we are able to fairly assess the nature of the complaint and determine what course of action we will take. No refund will be given if the cake is not returned or has been eaten.
The maximum refund we offer is the value of the cake. Further compensation is not available. All deposits fees are non-refundable.
Our liability to you is limited to the price of the cake and we cannot be held responsible for any indirect losses which may happen as a consequence of any breach by us of these terms however arising. However, this does not include, or limit in any way, our liability for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
