Last Updated: December 2024

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This Service Agreement outlines the terms and conditions under which Zoe Fenn Catering provides catering and meal preparation services. By booking or using our services, you agree to the terms outlined below.

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1. About Zoe Fenn Catering

Zoe Fenn Catering provides professional catering services for a wide range of occasions including but not limited to:

• Weddings

• Christenings

• Private celebrations and parties

• Corporate and formal events

• Special occasions

• Hot and cold buffet catering

• Authentic Caribbean cuisine

• Fresh meal preparation services including ZW SoulFuel meal prep

Our aim is to provide high-quality food prepared with care, passion and attention to flavour, helping create memorable experiences for our customers and their guests.

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2. Booking and Confirmation

A booking is confirmed once:

1. The client receives written confirmation from Zoe Fenn Catering, and

2. The required booking deposit has been paid.

Zoe Fenn Catering reserves the right to decline bookings where:

• The requested date is unavailable

• The venue is unsuitable for safe food preparation or service

• Adequate preparation time cannot be guaranteed

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3. Deposits and Payment Terms

3.1 Mandatory Non-Refundable Booking Deposit

To secure catering services with Zoe Fenn Catering, a mandatory non-refundable booking deposit of 20–25% of the estimated total service cost is required at the time of booking.

This applies to all catering services including:

• Weddings

• Private celebrations and parties

• Christenings

• Corporate and formal events

• Special occasions

• Hot and cold buffet catering

• Caribbean catering services

• Any other catering services offered by Zoe Fenn Catering

The deposit confirms the reservation of the event date and allows planning and preparation to begin.

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3.2 Deposit Policy

Once a booking deposit has been paid:

• The event date is reserved exclusively for the client

• Zoe Fenn Catering may decline other bookings for that date

• Administrative planning and preparation begins

For these reasons, the 20–25% deposit is non-refundable if the client cancels the booking.

This policy complies with the Consumer Rights Act 2015, which allows businesses to retain deposits where they represent genuine costs incurred and loss of opportunity.

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3.3 Final Payment

The remaining balance must be paid no later than 14 days before the event date, unless otherwise agreed in writing.

Failure to make payment by the agreed deadline may result in:

• Cancellation of services

• Release of the reserved event date

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3.4 Additional Charges

Additional charges may apply where there are changes to:

• Guest numbers

• Menu selections

• Event duration

• Staffing requirements

• Additional services requested

All additional costs will be communicated to the client where possible.

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3.5 Discretionary Goodwill Refunds

While booking deposits are non-refundable, Zoe Fenn Catering reserves the right, at its sole discretion, to review exceptional circumstances on a case-by-case basis.

In rare situations, Zoe Fenn Catering may choose to offer:

• a partial refund, or

• a credit toward a future booking.

Any such decision remains entirely at the discretion of Zoe Fenn Catering and does not create an obligation to provide refunds or credits.

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4. Event Date Reservation and Rescheduling

The event date reserved at the time of booking is secured exclusively for the client.

If the client requests to move the event date:

• Zoe Fenn Catering will attempt to accommodate the request where possible

• Date changes are subject to availability

If the requested date is unavailable, the original booking will be treated as a cancellation and the deposit will remain non-refundable.

Where sufficient notice is provided and availability allows, Zoe Fenn Catering may permit one rescheduling of the event date, at its discretion.

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5. Guest Numbers and Final Confirmation

Clients must confirm final guest numbers no later than 7 days before the event.

This number will determine:

• Food preparation quantities

• Staffing requirements

• Final event pricing

Reductions in guest numbers after this deadline may not reduce the final invoice, as purchasing and preparation will already have taken place.

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6. Menu Selection and Food Preparation

Menus may be customised depending on:

• Event requirements

• Cultural preferences

• Dietary needs

Zoe Fenn Catering reserves the right to make reasonable substitutions where ingredients become unavailable.

All food is prepared using fresh ingredients and professional food safety standards.

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7. Allergies and Dietary Requirements

Clients must inform Zoe Fenn Catering of any allergies or dietary requirements when booking.

While precautions are taken to minimise cross-contamination, our kitchens may handle ingredients including:

• Nuts

• Gluten

• Dairy

• Shellfish

We cannot guarantee a completely allergen-free environment.

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8. Food Safety and Hygiene

Zoe Fenn Catering operates in accordance with:

• Food Safety Act 1990

• Food Hygiene (England) Regulations 2013

• Health and Safety at Work Act 1974

Food is prepared, transported and served in accordance with strict hygiene and temperature safety standards.

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9. Venue Responsibilities

The client or venue must ensure:

• Safe and adequate access for catering staff

• Suitable preparation and serving areas

• Compliance with venue regulations

Additional costs may apply if venue conditions create unexpected operational challenges.

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10. Service Times and Staffing

Service times will be agreed in advance.

Additional service time beyond the agreed schedule may incur additional staffing charges.

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11. Catering Equipment

Any equipment provided by Zoe Fenn Catering remains the property of the business.

Clients may be responsible for replacement costs where equipment is:

• Lost

• Damaged

• Not returned

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12. Food Responsibility After Service

Once food has been:

• Delivered

• Served

• Collected by the client

Zoe Fenn Catering cannot accept responsibility for food that is:

• Stored incorrectly

• Reheated improperly

• Consumed outside safe time limits.

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13. Meal Prep Services (ZW SoulFuel)

ZW SoulFuel meal prep services operate separately from event catering.

Meals are:

• Cooked fresh in small batches

• Prepared using balanced ingredients

• Collected on designated days

Payment must be made in full before preparation begins.

Orders cannot be refunded once preparation has started.

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14. Liability

Zoe Fenn Catering will not be liable for delays or service disruption caused by circumstances outside reasonable control including:

• Severe weather

• Traffic disruption

• Supplier issues

• Venue restrictions

Nothing in this agreement limits liability for death or personal injury caused by negligence.

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15. Equality and Non-Discrimination

Zoe Fenn Catering operates in accordance with the Equality Act 2010 and provides services without discrimination.

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16. Privacy and Data Protection

Customer information is handled in accordance with:

• UK GDPR

• Data Protection Act 2018

Personal data is used only for delivering services and will not be shared without consent unless legally required.

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17. Force Majeure

Zoe Fenn Catering shall not be liable for failure to perform services due to events outside reasonable control including:

• Severe weather

• Government restrictions

• Venue closures

• Public health emergencies

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18. Governing Law

This agreement is governed by the laws of England and Wales.

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19. Contact Information

Zoe Fenn Catering

Website: zoefenncatering.co.uk
Email: zoefenncatering@gmail.gov.uk
Telephone: 07920 *** ***