1. Business Information

Sweet Notes is a small, home-based bakery based in Norwich, run by Imogen Stringer.

Contact details:

• Email: sweetnotesbakes@gmail.com
• Instagram: sweetnotes_bakes
• LinkedIn: Sweet Notes Bakes
• Facebook: Sweet Notes

2. Allergies & Dietary Requirements

Products are handmade in a domestic kitchen environment. While every effort is made to prevent cross-contamination and maintain high standards of hygiene and food safety, I cannot guarantee an allergen-free environment. Products may contain or come into contact with common allergens, such as soy, eggs, wheat, dairy, nuts and other allergens.

Customers are responsible for informing me of any allergies, intolerances or dietary requirements before securing an order. It is the customer’s responsibility to inform their guests of all allergy information.

All products are suitable for vegetarians, and vegan options are available, as listed in the menu. Currently, gluten-free options are not available and cannot be accommodated due to limited space.

3. Ordering

Orders can be placed via:

• Website order form
• Email

An order is only secured once:

1. We have agreed on all details of the order.
2. A collection/delivery date and time has been confirmed.
3. A deposit or full payment has been received.

It is the customer’s responsibility to read and check the quote. Any amendments to the order must be made in writing.

I reserve the right to refuse any order at our discretion.

4. Pricing

Prices are listed in GBP (£) and are subject to change.

Quotes are valid for 14 days unless otherwise stated.

Additional charges apply for:

• Complex designs
• Specialty Ingredients
• Additional decorations, toppers, materials
• Wedding/event setup
• Delivery

5. Payments

Payment methods accepted:

• Bank transfer (details will be provided).
• Card payment (if applicable)
• Cash payment (correct change is required, as I may not have the exact change)

A non-refundable deposit of 25% will be required to secure bookings. Orders are not secured in the diary until a deposit has been paid.

Final payment must be received no later than:

• 2 days before collection/delivery for cupcakes, traybakes and cookies
• 7 days before collection/delivery for celebration cakes
• 14 days before weddings/events

Cheques are not accepted. If full payment is not made and received by collection/delivery, the order will not be released. Failure to make payment may result in a cancellation.

6. Cancellations and Refunds

Customer Cancellations

Cancellation notice must be given in writing.

Refunds are as follows:

• More than 14 days before collection: Full refund minus deposit
• 7–14 days before collection: 50% refund
• Less than 7 days before collection: No refund

Deposits are non-refundable as time, ingredients and supplies are reserved in advance.

Should you need to postpone, the deposit may be transferred to a new date, subject to availability. Notice must be made in writing at least 7 days before collection. Postponements requested less than 7 days before collection will require an additional deposit.

Our Right to Cancel

I reserve the right to cancel orders due to:

• Illness
• Emergency circumstances
• Ingredient shortages
• Events beyond our control

In such cases, I will endeavour to reschedule or issue a full refund.

7. Collections and Deliveries

Collection

• Customers are responsible for checking products upon collection.
• Instructions are provided on how to care for products, but once collected, responsibility passes to the customer and I’m not liable for damage occurring after collection.
• Customers must contact me ASAP if they are delayed. Orders not collected within 1 hour of the agreed time will require a new collection slot – subject to availability. Orders not collected after this time may be destroyed or sold on, and a refund may not be applicable.
• Celebration cakes can be very heavy. Please bear this in mind when collecting/carrying/transporting the cake yourself.
• Tiered cakes are most at risk during transport, so great care should be taken to ensure the cake is as safe and secure as possible during transit.
• The collection address should not be shared with anyone else without permission, as it is my home address.
• Should any damage occur once a product has left my possession, you can advise me and request a repair, which will be costed accordingly, including transport costs if appropriate.

Delivery

• I cannot guarantee delivery on your preferred date or time, but I’ll do my best to accommodate.
• Delivery charges are calculated on a mileage and time basis. Alternatively, collections are free of charge.
• Delivery times are estimates and may be affected by traffic, weather, or unforeseen circumstances. Customers are responsible for providing the correct event time and address. A delivery time of 2 hours before the event is recommended to accommodate delays or assembly/repairs.
• Delivery is recommended for tiered cakes, as they can be assembled on-site to limit the risk of damage during transit.
• The customer must ensure someone is available to receive the order. I am not liable for damage occurring after successful delivery.

8. Storage and Consumption

• Products should be stored according to the instructions provided.
• Products are best consumed within [1–3] days unless otherwise advised.
• The customer is responsible for any product quality issues caused by improper storage or handling after collection/delivery.
• Non-edible decorations, cake supports and dowels may be used but must be removed before consumption. These items will be highlighted and must be relayed to the person serving/cutting the cake to avoid consumption or injury.

Portion Guide

The number of servings, as detailed in the price list, is a guideline. The outcome may vary depending on how the cake is cut, which is the customer/caterer’s responsibility. I can advise on collection/delivery. Wedge-style slices are recommended to get the most out of cakes, rather than traditional triangles.

9. Design and Decoration

I aim to honour requested designs as closely as possible, however:

• Colours may vary slightly
• Handmade decorations may differ
• I do not offer exact replications of other bakers’ work
• It may not be possible to replicate AI-generated designs
• It may not be possible to use licensed IPs

Alterations to the design must be requested in writing. I will accommodate alterations where possible, but if tasks have already begun, I may not be able to.

Non-edible decorations must be removed before consumption.

10. Large and Tiered Cakes

Large and tiered cakes may contain:

• Dowels
• Cake supports
• Non-edible structure components

Customers will be informed if a cake includes these items, but they must be removed before serving.

Instructions can be provided upon request.

11. Wedding and Event Orders

For wedding or large event orders:

• Final guest counts and design details must be confirmed at least 4 weeks before the event.
• Any changes requested after confirmation may require additional charges.
• Setup and venue delivery arrangements must be agreed in advance at least 4 weeks before the event.
• Order requests must be made directly via email, and a phone call, a face-to-face meeting or a video consultation can be arranged.

12. Photography

I may photograph our products for:

• Social media
• Website portfolios
• Marketing purposes

By placing an order, you agree that I may use images of the finished products unless you request otherwise in writing.

13. Liability

I shall not be liable for:

• Allergic reactions where allergens were disclosed
• Damage occurring after collection/delivery
• Delays caused by circumstances beyond my control

Total liability shall not exceed the value of the order.

14. Complaints

If you have any concerns, please contact me within 24 hours of collection/delivery.

Evidence such as photographs/videos may be required. AI-generated images will not be tolerated, and I reserve the right to investigate further if these are believed to have been used.

Refunds or replacements are offered at my discretion.

Products or remaining portions may need to be returned for inspection if an issue has been raised.

15. Privacy

Customer information is used solely for:

• Processing orders
• Communication regarding bookings
• Collection/delivery arrangements

I do not sell or share personal information with third parties except where legally required.

16. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

17. Acceptance of Terms

By placing an order with Sweet Notes, you confirm that you have read, understood, and agreed to these Terms and Conditions.