Payment Terms & Conditions:
1. Cocoa Oven requires a deposit of 50% of the total invoice amount at the time of booking (on bookings made more than 2 weeks in advance and for total invoice value of $200 or more) for all Custom Bookings. The deposit covers administrative duties associated with the enquiry and booking, as well as the purchase and preparation of your order. The deposit also secures a position in our diary and closes this spot off to other bookings. Deposit amount will be non-refundable under any circumstances (except government-imposed restrictions as described in Clause 3 below).
2. We must receive the balance of 50% of the total invoice amount 1 week prior to a mutually agreed upon delivery date. If not, the contract is null and void, and deposit will not be refunded. We do not accept changes to the original order after the balance payment is processed. Changes outside of 1 week may be accepted depending on the extent of the change – changes may incur an additional charge and Cocoa Oven will add any additional costs to the balance of the invoice once agreed upon with you.
3. We understand that life can get in the way, and we may allow cancellations up to 2 weeks prior to the delivery date. In this case, we will issue a credit note of 1-year validity for the balance amount.
The credit note will not include any expenses incurred towards securing items specific to the particular event – personalized/custom outsourced items such as personalized stickers and/or other custom toppers, custom packaging material.
4. Events impacted by government-imposed restrictions due to COVID-19 or any other pandemic whereby you need to move your secured event date will be subject to availability on the new date. Refund will not be provided; however, we will issue a credit note of 1-year validity of your deposit/full payment minus expenses incurred towards any personalized/custom outsourced items such as personalized stickers and/or other custom toppers, custom packaging material. Please note that this clause is valid ONLY under circumstances of government-imposed restrictions as mentioned above.
5. In the unlikely event that, Cocoa Oven is unable to fulfill the order for reasons including, but not limited to, illness, accident or injury, Cocoa Oven reserves the right to cancel the order and will refund all monies paid by you relative to the order with no further compensation to be payable to you, with the exception of personalised stickers if they have already been ordered with supplier. Cocoa Oven will endeavor to help find a suitable replacement company for your order.
2. We must receive the balance of 50% of the total invoice amount 1 week prior to a mutually agreed upon delivery date. If not, the contract is null and void, and deposit will not be refunded. We do not accept changes to the original order after the balance payment is processed. Changes outside of 1 week may be accepted depending on the extent of the change – changes may incur an additional charge and Cocoa Oven will add any additional costs to the balance of the invoice once agreed upon with you.
3. We understand that life can get in the way, and we may allow cancellations up to 2 weeks prior to the delivery date. In this case, we will issue a credit note of 1-year validity for the balance amount.
The credit note will not include any expenses incurred towards securing items specific to the particular event – personalized/custom outsourced items such as personalized stickers and/or other custom toppers, custom packaging material.
4. Events impacted by government-imposed restrictions due to COVID-19 or any other pandemic whereby you need to move your secured event date will be subject to availability on the new date. Refund will not be provided; however, we will issue a credit note of 1-year validity of your deposit/full payment minus expenses incurred towards any personalized/custom outsourced items such as personalized stickers and/or other custom toppers, custom packaging material. Please note that this clause is valid ONLY under circumstances of government-imposed restrictions as mentioned above.
5. In the unlikely event that, Cocoa Oven is unable to fulfill the order for reasons including, but not limited to, illness, accident or injury, Cocoa Oven reserves the right to cancel the order and will refund all monies paid by you relative to the order with no further compensation to be payable to you, with the exception of personalised stickers if they have already been ordered with supplier. Cocoa Oven will endeavor to help find a suitable replacement company for your order.
Allergies and Dietary Restrictions:
1. We can accommodate certain dietary restrictions, such as gluten-free or dairy-free, but please be aware that our facility handles common allergens, and we cannot guarantee the absence of cross-contamination.
It is the customer's responsibility to inform us of any allergies or dietary restrictions at the time of ordering.
It is the customer's responsibility to inform us of any allergies or dietary restrictions at the time of ordering.
Changes to order:
1. We understand sometimes these things happen. What we do ask is you try to keep all changes prior to the 14 days (about 2 weeks) leading up to delivery or collection. Customers will be notified of any price changes in regard to changes, before they are confirmed.
Delivery and Pick-Up:
1. We offer delivery within Metro Melbourne, and delivery charges will apply based on location.
2. Customers are responsible for providing accurate delivery information and ensuring someone is available to receive the cake at the specified location and time.
3. If you choose to pick up your cake, please arrive at the agreed-upon time. Late arrivals may affect the quality of the cake.
4. We recommend most cakes go flat on the floor or boot space of the car. Car air conditioning has to be left on at all times during transit – buttercream and heat are not good friends! This may sound scary. but take our word for it! The cake will move with the car and will be boxed neatly to help support cake during its travel. A cake care card will be attached to your box for some tips. Any special requirements for travel will be given to customers at the time of collection. Please note that once the cakes and treats have left Cocoa Oven, we cannot take any responsibility for damage in relation to how it has been travelled.
5. If you or your representative elects to pick up and set up the cake, you assume all liability and responsibility for the condition of the cake once it leaves our possession.
6. If we do the setup, we are not responsible for any damage to the cake after setup is complete. Customer is responsible for providing an appropriate and secure table and environment for the cake(s). Cakes are heavy and require a sturdy table, and optimal room temperature of 23 degrees Celsius or below.
2. Customers are responsible for providing accurate delivery information and ensuring someone is available to receive the cake at the specified location and time.
3. If you choose to pick up your cake, please arrive at the agreed-upon time. Late arrivals may affect the quality of the cake.
4. We recommend most cakes go flat on the floor or boot space of the car. Car air conditioning has to be left on at all times during transit – buttercream and heat are not good friends! This may sound scary. but take our word for it! The cake will move with the car and will be boxed neatly to help support cake during its travel. A cake care card will be attached to your box for some tips. Any special requirements for travel will be given to customers at the time of collection. Please note that once the cakes and treats have left Cocoa Oven, we cannot take any responsibility for damage in relation to how it has been travelled.
5. If you or your representative elects to pick up and set up the cake, you assume all liability and responsibility for the condition of the cake once it leaves our possession.
6. If we do the setup, we are not responsible for any damage to the cake after setup is complete. Customer is responsible for providing an appropriate and secure table and environment for the cake(s). Cakes are heavy and require a sturdy table, and optimal room temperature of 23 degrees Celsius or below.
Customer Satisfaction:
1, We strive to meet your expectations with every order. If you have any concerns or issues with your cake, please contact us within 3 hours of delivery/pick-up, and we will work to resolve the matter to your satisfaction.
2. We do not offer refunds on cakes that have already been consumed. If you are dissatisfied with a cake, we need to be supplied with substantial evidence of any major errors by us OR the cake needs to be returned to us within 24hrs of pickup / delivery. Cocoa Oven will then review the case and offer relevant compensation.
2. We do not offer refunds on cakes that have already been consumed. If you are dissatisfied with a cake, we need to be supplied with substantial evidence of any major errors by us OR the cake needs to be returned to us within 24hrs of pickup / delivery. Cocoa Oven will then review the case and offer relevant compensation.
Media:
1. Cocoa Oven reserves the right to use photographs/ videos of orders we prepare on our website, social media platforms and any other forms of marketing/promotional material. If you would like to specifically request that we do not do so, the customer must notify us at the time of ordering.