Terms and Conditions

Important information about ordering from The Sweet Escape

Last updated: 2024

Welcome

Welcome to The Sweet Escape! By placing an order with us, you agree to the following terms and conditions. Please read them carefully before ordering. If you have any questions, please don't hesitate to contact us.

1. Ordering Process

1.1 Order Confirmation

All orders must be confirmed via email, social media message, or phone. An order is not confirmed until you receive confirmation from The Sweet Escape and a deposit has been paid.

1.2 Lead Time

We require a minimum of 1-2 weeks notice for all cake and cupcake orders. Large or complex orders (such as grand tiered showstopper cakes) require 4-6 weeks notice. Rush orders may be accommodated at our discretion and may incur additional charges.

1.3 Design Consultation

We work closely with you to understand your vision. While we strive to match your design specifications as closely as possible, please note that each cake is handmade and there may be slight variations. Photos provided are for inspiration purposes and the final product may vary slightly.

2. Payment Terms

2.1 Deposit

A non-refundable deposit of 50% is required to confirm your order. This deposit secures your date and allows us to purchase ingredients and begin planning your design.

2.2 Final Payment

The remaining balance must be paid in full at least 48 hours before the delivery or collection date. Orders will not be released until full payment has been received.

2.3 Payment Methods

We accept bank transfers (EFT), cash, and other payment methods as agreed upon during the order confirmation process.

3. Delivery and Collection

3.1 Delivery

Delivery is available within Johannesburg and surrounding areas. Delivery fees vary based on distance and will be quoted at the time of order. We will arrange a specific delivery time window with you. Please ensure someone is available to receive the cake during this time.

3.2 Collection

You may collect your order from our location in Norwood/Highlands North. Collection times will be arranged at the time of order confirmation. Please bring a suitable container or box for transportation if collecting cupcakes.

3.3 Transportation Responsibility

Once the cake has been delivered or collected, responsibility for the product transfers to the customer. We are not liable for damage that occurs during customer transportation or after delivery has been completed.

4. Cancellations and Changes

4.1 Cancellations

Orders cancelled more than 7 days before the delivery/collection date will forfeit the deposit. Orders cancelled less than 7 days before the date will forfeit the full order amount. We understand that emergencies happen; please contact us as soon as possible if you need to cancel.

4.2 Design Changes

Minor design changes can be accommodated up to 5 days before your event date. Major design changes may not be possible once work has begun and may incur additional charges. Please finalize your design decisions as early as possible.

4.3 Date Changes

If you need to change your event date, please contact us as soon as possible. We will do our best to accommodate new dates subject to availability. Date changes within 7 days of the original date may not be possible.

5. Ingredients and Allergies

5.1 Quality Ingredients

We use high-quality ingredients in all our products. However, please note that our kitchen is not a nut-free or allergen-free facility.

5.2 Allergy Information

If you or your guests have allergies or dietary restrictions, please inform us at the time of ordering. While we will do our best to accommodate requests, we cannot guarantee that products are completely free from allergens due to the nature of our home-based kitchen environment. Customers with severe allergies should exercise caution.

5.3 Freshness

Our cakes and cupcakes are made fresh to order. For best taste and quality, we recommend consuming within 2-3 days when stored properly in a cool, dry place. Detailed storage instructions will be provided with your order.

6. Liability and Disclaimers

6.1 Decorative Elements

Some decorative elements such as wires, non-edible decorations, or fresh flowers may not be edible. These items should be removed before consumption. We will clearly indicate which elements are non-edible at the time of delivery/collection.

6.2 Weather and External Factors

Extreme weather conditions (heat, humidity, etc.) can affect cake appearance and stability. We recommend setting up cakes in air-conditioned venues when possible. We are not liable for damage caused by extreme weather or unsuitable venue conditions.

6.3 Photography

We reserve the right to photograph our work for use in our portfolio, website, and social media marketing. If you prefer your cake not be photographed or shared, please let us know at the time of ordering.

7. Issues and Complaints

7.1 Quality Concerns

We take great pride in the quality of our work. If you have any concerns about your order, please contact us immediately upon receipt. We cannot address complaints made more than 24 hours after delivery/collection.

7.2 Resolution

In the unlikely event of a genuine problem with your order, we will work with you to find a fair resolution. This may include a partial refund, credit towards a future order, or other appropriate remedy at our discretion.

8. General Terms

8.1 Force Majeure

The Sweet Escape is not liable for failure to fulfill orders due to circumstances beyond our control, including but not limited to: natural disasters, power failures, illness, or other unforeseen emergencies. In such cases, we will provide a full refund of any payments made.

8.2 Amendments

The Sweet Escape reserves the right to amend these terms and conditions at any time. The terms in effect at the time of your order confirmation will apply to your order.

8.3 Governing Law

These terms and conditions are governed by the laws of South Africa.

Questions About Our Terms?

If you have any questions about these terms and conditions, please don't hesitate to reach out. We're here to help make your ordering experience smooth and stress-free!