Terms of Service - Route Catering

Last Updated: 11/08/2025

1. Company Information

These Terms of Service ("Terms") govern your use of catering services provided by:

CAFE ROUTE LTD (trading as "Route Catering")
Company Registration Number: 10637801
Registered Address: 73 High Street, Gillingham, ME7 1BJ, United Kingdom
VAT Number: 287 5076 61
Phone: 020 7833 0011
Email: orders@routecatering.co.uk

2. Service Description

Route Catering provides professional catering services including:

• Corporate catering and office meal delivery
• Event catering for weddings, festivals, and special occasions
• Pop-up food experiences and interactive dining stations
• Contract catering and white-label food service partnerships
• Route Bakery artisan cakes and treats
• Hot and cold beverage services

3. Order Terms and Acceptance

3.1 Order Placement

• Orders must be placed through our website, phone, or email
• All orders are subject to availability and acceptance by Route Catering
• Minimum order value of £150 applies (excluding delivery charges)
• We reserve the right to refuse any order at our discretion

3.2 Order Confirmation

• Orders become binding upon our written confirmation
• We will confirm delivery date, time, and location details
• Any changes to confirmed orders must be requested immediately

3.3 Advance Notice Requirements

• Standard catering: 10am cutoff for next-day delivery (Monday-Friday)
• Weekend delivery: Friday 10am cutoff for Saturday/Sunday delivery
• Pop-up experiences: Minimum 3 working days' advance notice
• Large events and bespoke services: Advance notice as agreed

4. Pricing and Payment

4.1 Pricing

• All prices are displayed including VAT where applicable
• Delivery charge of £25 + VAT applies within our standard delivery area
• Additional charges may apply for locations outside our standard delivery zone
• Prices are subject to change without notice

4.2 Payment Terms

• Corporate accounts: NET payment terms available upon approval
• Individual orders: Payment required at time of ordering
• Wedding deposits: As agreed during consultation
• We accept major credit cards and bank transfers

5. Delivery Terms

5.1 Delivery Area

• We deliver across Greater London and surrounding areas as defined by our delivery map
• Delivery outside our standard area subject to additional charges and availability

5.2 Delivery Schedule

• Delivery windows: 8am-7pm daily (including weekends)
• 30-minute estimated delivery slots
• We use our own drivers and temperature-controlled vehicles

5.3 Delivery Requirements

• Someone must be available to receive delivery at specified location
• We will attempt contact and wait 15 minutes if recipient unavailable
• After 15 minutes, items will be returned to our facility
• Failed delivery due to unavailability may incur additional charges
• If order is above 30mins late customer entiltled to a 25% refund

6. Cancellation and Refund Policy

6.1 Cancellation by Customer

• Standard orders: Cancellation accepted up to 6 hours before scheduled delivery
• Pop-up services: Cancellation must be made 48 hours in advance
• Wedding/large events: Cancellation terms as agreed in contract
• Late cancellations may incur charges for prepared items

6.2 Cancellation by Route Catering

• We reserve the right to cancel orders due to circumstances beyond our control
• Full refund provided for orders cancelled by Route Catering
• We will attempt to provide alternative solutions where possible

6.3 Refunds

• Refunds processed within 5-10 business days to original payment method
• No refunds for consumed or partially consumed orders
• Quality complaints must be reported within 2 hours of delivery

7. Food Safety and Allergens

7.1 Food Safety Standards

• We maintain comprehensive food safety and hygiene protocols
• Temperature-controlled delivery ensures food quality and safety

7.2 Allergen Information

• Allergen information provided for all menu items
• Customers must inform us of specific dietary requirements and allergies
• We cannot guarantee complete absence of allergens due to kitchen environment
• Customers with severe allergies order at their own risk

7.3 Dietary Requirements

• Vegetarian, vegan, gluten-free, and halal options clearly marked
• Special dietary requirements accommodated with advance notice
• Cross-contamination cannot be completely eliminated

8. Equipment and Collection

8.1 Thermal Flask Service

• Hot beverage services (coffee, tea, hot chocolate) require equipment collection
• Collection arranged at time of delivery
• Customer responsible for equipment until collection
• Loss or damage charges apply for unreturned equipment

8.2 Serving Equipment

• Disposable serving platters and utensils included where specified
• Additional serving equipment available upon request
• Setup services included for applicable pop-up experiences

9. Limitation of Liability

9.1 Service Limitations

• Our liability is limited to the value of the specific order
• We are not liable for consequential losses, lost profits, or event costs
• Force majeure events beyond our control exempt us from liability
• Maximum liability shall not exceed the total order value

9.2 Quality Assurance

• We guarantee food quality at time of delivery
• Quality issues must be reported within 2 hours of delivery
• Remedies limited to replacement, credit, or refund at our discretion

10. Intellectual Property

10.1 Trademarks

• "Route Catering" and associated logos are our trademarks
• Menu descriptions, recipes, and presentation styles are proprietary
• Unauthorized use of our intellectual property is prohibited

10.2 Photography

• We may photograph events for marketing purposes
• Customers will be notified if photography is intended
• Photos may be used in our marketing materials and website

11. Data Protection and Privacy

11.1 Personal Information

• We collect and process personal data in accordance with UK GDPR
• Information used solely for order processing and service delivery
• We do not share personal data with third parties without consent
• Customers have rights to access, correct, or delete personal data

11.2 Business Information

• Corporate client information treated confidentially
• We may reference client relationships for marketing purposes unless objected

12. Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather conditions
• Government actions, regulations, or restrictions
• Labor disputes, strikes, or supply chain disruptions
• Transportation failures or vehicle breakdowns

13. Dispute Resolution

13.1 Complaints Procedure

• Complaints should be directed to orders@routecatering.co.uk
• We aim to respond to complaints within 24 hours
• Serious complaints will be investigated thoroughly

13.2 Governing Law

• These Terms are governed by English law
• Disputes subject to jurisdiction of English courts
• Alternative dispute resolution available upon mutual agreement

14. General Terms

14.1 Entire Agreement

• These Terms constitute the entire agreement between parties
• Separate contracts may apply for large events or ongoing services
• Any modifications must be agreed in writing

14.2 Severability

• If any provision is deemed invalid, remaining terms remain in effect
• Invalid provisions replaced with valid provisions achieving similar purpose

14.3 Updates

• We reserve the right to update these Terms
• Changes will be posted on our website with effective date
• Continued use of services constitutes acceptance of updated Terms

15. Contact Information

For questions about these Terms of Service, please contact:

CAFE ROUTE LTD - Route Catering
Phone: 020 7833 0011
Email: orders@routecatering.co.uk
Address: 73 High Street, Gillingham, ME7 1BJ, United Kingdom

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By placing an order with Route Catering, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.