Terms & Conditions

Terms and Conditions 

All our Products made by us are subject to the following Terms and Conditions.

INGREDIENTS

All cakes, fillings and icings may contain, or come into contact with, soy, wheat, dairy, nuts or other allergens.

It is the responsibility of the Customer to inform me prior to the confirmation of their booking of any allergy issues. It is the responsibility of the Customer to inform their guests of all allergy information and accordingly the Supplier will not be held liable for any allergic reaction resulting from consumption of the cake. All products are made to be eaten on the day of the celebration.

QUOTATIONS

All Quotations are valid for 7 days from the date of issue.

ORDERS

We prefer at least fourteen (14) days notice for all orders, as we are continually booked in advance. We will however endeavor, where availability permits accept short notice cakes.

Any Products ordered from a picture or photo of a product produced by any other cake maker, can only be reproduced by us as our interpretation of that product and will NOT be an exact reproduction of the product in the picture or photo.

ADD ONs or ADJUSTMENTS

Your order is important to us, so please take the time to check the details of your order carefully. You are responsible for contacting us about any changes required to your original order. Any changes made to your original design after the order has been secured with a booking fee are subject to a design change fee and a difference in the quoted price. Grandma’s HouZe will try and accommodate any changes where possible. However, we cannot guarantee to do so and reserve the right to increase the price quoted for any extra work required. You will not be refunded for supplies that may no longer be needed but have already been purchased. Please note that our bakery cannot make any changes within seven days of the delivery/collection/shipping date for celebrations or four weeks of weddings.

COLOR MATCHING

We ask that you provide a swatch of the shade you would like for color matching. Grandma’s HouZe will do its best to match any color requests for icings. We aim for a perfect match, but this is not always possible. We will do our best to color match (within three shades darker or lighter) samples given to us, but please keep in mind that we are working with a food product and edible colors.

Light vastly affects colors, and we cannot guarantee exact color matches or color stability. Cakes should be displayed out of direct sunlight to keep colors from fading. Please be advised that dark colors sometimes taste slightly bitter or stain.

DEPOSITS

A non-refundable deposit of 50% is required to hold your date within the time of booking. 

Where we have delivered what is quoted and invoiced, but the Customer does not accept the finished Product, the deposit WILL NOT be refunded. The Customer can choose to pay the remainder and take the Product(s) or leave them at no extra cost.

UNFORESEEN CIRCUMSTANCES

Where we cancel the booking due to illness or any other unforeseen circumstance that affects the ability to deliver the ordered Product, the deposit will be refunded within seven (7) days of notification to the Customer.

PRESENTATION & DISPLAY

While Grandm’s HouZe tries to ensure that our products are well presented and look the absolute best, the stability or levelness of the table upon which the items are displayed or the quality of the environment around the items is outside our control. Please ensure the “presentation table” is stable, level, and sturdy enough to hold the display. If the items are to be set up by the venue staff, Grandma’s HouZe will leave instructions on how the products are to be displayed and obtain a signature to verify that we have done so. Once the order is delivered/collected, set up, and signed for, Grandma’s HouZe is not responsible for any interference or damage.

FINAL BALANCE PAYMENTS AND PICKUPS

The balance is due on or before pickup date, and before the Product leaves the premises.

If paying by cash, correct change is appreciated, as we may not have the exact change on the premises.

If paying by internet transfer, the money needs to hit the account BEFORE the product leaves the premises.

It is the responsibility of the Customer to check the state of the product before leaving the premises. Once the item has left the premises, the Customer is responsible to ensure that products gets to its destination safely and is stored as per our instructions to achieve best results for taste and quality.

DELIVERY

We offer delivery for certain destinations. Delivery is charged at our discretion

Delivery will be carried out in a safe and appropriate manner. Once delivered to the customer and change of hands has been completed with the product in appropriate condition, it is then up to the customer to store and care for the cake as per our instructions. If anything is to happen to the cake after this exchange, we are not liable for any damages. A delivery date and time will be agreed by both parties, and if the customer is not at location at this time and date, and we are not able to contact the customer, the product will be transported back with our premises and it will be the customer’s responsibility to collect the product.

PUBLICATION

We reserve the right to use any image of a Product made by us for publication at a later date.

Other Conditions are:

DAMAGE

If a third party will be collecting the cake on the customer’s behalf, a release form is to be signed by that person, stating the cake is received in good condition at the time of pickup/delivery.

Where damage does occur to the irrefutable fault of Grandma’s HouZe, a full refund may be given and forfeiture of the product. However if you wish to keep the damaged product you may be given a percentage of the total amount paid upon discretion of Grandma’s HouZe. This will be determined on an individual basis. Proof must be provided immediately, either in person or by way of pictorial evidence. The customer is made aware that specific designs (e.g., topsy-turvy) are more structurally sensitive than others; improper handling can lead to damage. Assuming all precautions have been taken by us to provide you with sound structural support, Grandma’s HouZe accepts no liability for any damage that may occur once products are in the customer's possession.

PICKUP

The Customer is liable for any damage, accident, or mishap that may occur once the cake is released from the care and custody of the Grandma’s HouZe. Grandma’s HouZe is not liable for any damage that may occur thereafter.

NO CALL/ NO SHOW ORDERS

Any order that is not picked up at the agreed-upon time without an attempt to reschedule is forfeited, and absolutely no refund, future credit, or date change will be permitted under any circumstances.
Order(s) may be donated to charity or resold at the discretion of Grandma’s HouZe.
Because of the nature of our business and our quality and freshness assurance, we will dispose of any items that have not been picked up or delivered within 48 hours after the specified collection time has passed.

REFUNDS/CANCELLATION/POSTPONEMENT POLICY

POSTPONEMENT

If, for any reason, you need to revise your occasion date, our bakery will try our best to accommodate these changes at no additional cost, provided sufficient notice and the new occasion date is available. Our bakery will do our best to accommodate your order, but we CANNOT GUARANTEE the availability. The booking fee will not be refunded if our bakery is fully booked for your new occasion date. Please bear this in mind when ordering; any monies paid are NON-REFUNDABLE and NON-TRANSFERABLE. 

CANCELLATIONS/REFUNDS

If cancellation of the order is required, and you have paid your full balance, the refund policy is as follows:

If the cancellation is up to one (1) month in advance of your event date, you will receive a refund, less your initial deposit and the cost of any supplies already purchased for your cake.

If the cancellation is less than seven (7) days prior to your event, there will be absolutely no refunds given.

Refunds will be paid within 30 days of cancellation.

Please note: Any non-refunded balance may be credited toward future purchases.

LIABILITY

Grandma’s HouZe is not responsible for bodily injury or consequential damage which may result from services.

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By placing an order with Grandma’s HouZe, you agree to these Terms and Conditions in their entirety.