TERMS & CONDITIONS

1. Quotations:
1.1 Quotations are valid for 7 days.
1.2 Provision of a quotation is not considered Confirmation of order.
1.3 Your Booking Fee must be paid within 7 days of Quotation to secure your required date; once this is received your order is considered confirmed.
1.4 In the event of your desired date becoming filled by another order/customer prior to your Booking Fee being paid, we are not obliged to honour our quotation.

2. Guarantee:
2.1 We promise to do everything in our power to provide a cake that exceeds your expectations. We will work with you on every level to make sure you are completely satisfied and happy with your cake. Please note that colours and design of actual cake may vary from on-screen images owing to the nature of digital and edible components.

3. Payment:
3.1 To secure your date, a Booking Fee of 50% of the final balance is payable within 7 days of our quotation being issued.
3.2 Your order is considered locked in once your non-refundable Booking Fee has cleared our systems.
3.3 Any changes to your original order may be subject to additional charges – see section 7.
3.4 Your final balance must be paid 2 weeks prior to your event – failure to do so may result in your entire order being immediately cancelled.
3.5 If your order is placed within 2 weeks of the date of your event, the full balance owed must be paid immediately to secure your booking.

4. Design & Specification:
4.1 Whilst we will do our utmost to make your cake to the design requested, please be advised we are unable to exactly duplicate other cakes. Therefore, artistic license will be used where necessary throughout the process, and you can rest assured your cake will be perfectly unique to your occasion.
4.2 Please ensure you have double-checked everything on your Contract/order agreement – day, date, time, location, flavour, colour, size, prices etc. We are not responsible for any problems caused by discrepancies realised at a later date.
4.3 Please be attentive to the fact that that whilst we can accommodate dietary requirements, our kitchen uses a wide range of allergen products, including but not limited to: nuts, eggs, dairy and gluten. It is your responsibility to ensure your guests are aware of this.
4.4 Please note we reserve the right to use any photographs for display or promotion purposes without any compensation to you.

5. Delivery/Collection:
5.1 We highly recommend delivery and set up for multi-tiered cakes. Please note delivery fees apply. Please provide delivery time/address for quote. Setup cost is dependent on cake design.
5.2 Should you opt to collect the cake from our kitchen, please bear the following in mind:
5.2.1 Accepting the cake indicates that the cake has been collected in excellent condition.
5.2.2 You assume all liability and responsibility of the cake once it leaves our Studio. We are not responsible for any damage after collection.
5.2.3 Your cake is fresh, delicate and perishable.
5.2.4 During transportation, the cake must be set on a flat level surface (i.e. in the boot or passenger footwell) with no paraphernalia close by that might slide/fall and damage the cake.
5.2.5 Also ensure that it is not able to slide around – we recommend the use of non-slip matting.
5.2.6 You should keep the cake box out of direct sunlight – it WILL melt if in the sun. Use air-conditioning if the inside of the car is warm.
5.2.7 Drive slowly, carefully, and take corners very gently. Avoid bumps and rough roads.
5.2.8 Any call-outs to attempt to repair damage are charged at $50/hr plus travel time, if available. A minimum charge of one hour will apply, and is payable in cash prior to any repair work commencing.
5.3 If you choose delivery of your cake, please bear the following in mind:
5.3.1 Easy access to the venue must be provided, ie. close parking and elevator access to high level buildings.
5.3.2 The cake table must be prepared and in position in a cool safe place ready for delivery. The cake table should be level, stable, and decorated ready for the cake to be placed.
5.3.3 Where delivery has been pre-arranged, anyone at the delivery address who receives the cake is assumed to have been authorised by you. Receipt of the cake is deemed acceptance of the cake in excellent condition, and we are not responsible for any damage after delivery.
5.4 Once the cake is at your venue, please ensure the cake is stored correctly:
5.4.1 For outdoor occasions, the cake should remain in a cool, safe place until as close to serving as possible. Please bear in mind – weather, wildlife and other situations can be damaging to your cake, and we are not responsible for problems caused by venue conditions.
5.4.2 Indoors, the cake should be kept in a cool, dry, safe place, out of sunlight.
5.4.3 Fondant does not go in the refrigerator – be it a covered cake, decorations or models on the cake, or anything else, the fondant will go soft and wet if it is refrigerated, which will ruin the cake.
5.5 Cutting your cake: Non-edible embellishments and supports which have been inserted into your cake (Fresh flowers, wired sugar flowers, food safe wooden skewers/toothpicks/cake pop sticks/dowels) MUST be removed before cutting your cake. 

6. Changes:
6.1 Any changes to your Contract/agreed order must be notified in writing a minimum of 2 weeks prior to your event. We endeavour to accommodate where possible, and we reserve the right to adjust our prices accordingly to reflect the changes.
6.2 In the event that we cannot reach an agreement based on revisions, normal cancellation procedures apply.

7. Postponement/Cancellation:
7.1 Please note your Booking Fee is non-refundable.
7.2 Cancellations should be notified in writing as soon as possible. We reserve the right to use our discretion with regards of any refund due. Please note absolutely no refunds will be issued if your booking is cancelled within 14 days of the due date.

7.3 Please advise in writing should you need to Postpone your booking. Postponement notice must be at least 14 days prior to your event date. Please note absolutely no refund or transfer of amounts already paid to a future date will be issued if your booking is postponed within 14 days of the event date.

7.4 We do not guarantee that your change of date is available. Where possible, we will accommodate your change of date, however, there may be additional fees payable due to costs already outlaid. Where we are unable to accommodate, we reserve the right to use our discretion with regards of any refund due.

7.5 Sweet Hart Cakes is often booked out and the postponement of your event date means we could have accepted another booking for that date.

8. Problems:
8.1 We are not liable for any delays/problems owing to and not limited to accidents, incidents, disasters, pandemics, inclement weather, illness, injury or death.
8.2 In the case of a problem with your cake, please contact us immediately so we can fix the issue. Our aim is for happy customers enjoying delicious cake, and if that does not happen we would like the opportunity to rectify. If you are unhappy with your cake for any reason, please call us the day of your event and explain the situation so we may resolve it. In the rare case that you are unhappy with your cake and would like a refund, please note the cake must be returned in full on the day of your event, or we are unable to refund any portion of your payment.