Terms and conditions

Standard operating hours 

Our standard operating hours are Monday to Friday, between 8.30 am and 4.30 pm, (excluding bank holidays and weekends. Bookings should be made at least 3 working days in advance of your meeting or event. Catering bookings for evenings and weekends require 10 working days notice and may incur additional service charges. Amendments and cancellations can be made up to 3 working days before your meeting or event is due to take place. If you wish to place an order outside of these times, please contact the team to discuss your requirements.

Prices

All prices quoted are exclusive of VAT. If your event/service is internal (i.e. charged to a University charge code), then VAT will not be added. If your event is external, or requires an external invoice, then VAT will be added at the current rate.
After entering the University account code and pressing confirm, an email is sent to the person making the booking. It is the responsibility of the internal customer to ensure compliance with the above University Regulations.

External orders and payments

 For all external orders an invoice will be raised post event.  At time of booking you should provide a PO number if required by your organisation. 
Cancellation charges are included in the Charges section of this document.

Charges

(including minimum numbers and cancellations)

All equipment provided is property of Refresh Delivered Catering and anything missing, stolen or damaged will be charged at the replacement rate. This includes flasks, cups, crockery and serving equipment. Requests for additional hot water flasks will incur a charge to cover delivery, cleaning and staffing costs. The cost will depend on the size of the booking and number of flasks required. There is a minimum order charge of £25 per delivery. A booking which comes to the value of less than £25 will incur a small delivery charge. For example, a booking which comes to the value of £15 will incur a £10 delivery charge, bringing up the total charge for the booking to £25.  We encourage you to think of the environment and limit the number of deliveries we make on a daily basis. If we need to make additional small deliveries, then a small charge will be passed on to account for this. We plan our journeys in advance to save on fuel and be kind to the environment, so please consider this when placing a late order. The minimum order for refreshments and finger buffets is £25. If you wish to cancel your booking you must notify us verbally as soon as possible and also confirm in writing by email. 

Booking and cancelation

We have a 3 working day lead time on Monday to Friday bookings (currently weekend bookings cannot be made online – you should contact a member of the team at deliveredservice@lboro.ac.uk for weekend bookings.  We usually require a minimum of 5 working days)  The website will not allow you to book or cancel outside of this time.  You can contact Delivered service if you need to cancel a booking outside this time range, however, there is a minimum of 3 working days notice for the cancellation of food and drinks.  Any cancellations outside this time will incur 100% charge. For certain events, different cancellation notice periods and rates may apply i.e. formal dinners.  Please contact a member of our team for charges should you need to cancel.

Final numbers

We require an update on your final numbers at least 5 working days before the event. After this time, we can change your numbers by small numbers. Please be aware that there may be additional charges if numbers are reduced and these will be discussed on an individual basis.

Late notice bookings

If a booking is made the day before the event or on the day of the event, then this may incur an additional charge. This is so we can ensure we offer you the best quality products and service. If you require a food order at short notice, please call the team to discuss your requirements. We do have some specific items available for these late bookings. All we ask is that you are flexible on your requirements so we can ensure we can accommodate as close to your needs as possible. For large orders over 50 people this will be discussed on an individual basis.

Service standards

All our orders are usually delivered only.  If you require a member of staff to set up or serve catering this will incur an extra charge.

Rooms

It is the responsibility of the person making the booking to check the room being used is one in which catering is allowed. Catering would not normally be permitted inside lecture theatres and computer rooms. Please contact room bookings for further information. Please ensure that there is suitable access for our team. If a lift or staircase is required, then please order appropriately. Where lift access is required and out of access, we may need to provide disposables instead of crockery.

Delivery

The time shown on your booking is the time you require the catering to be delivered. We would advise ordering catering 15 minutes before they are required. We strive to meet the order times stated but at times there are circumstances which may cause us to run late, please ensure that the organiser has our details in case you need to get in touch. 

Collection times

Most collections will be made the following day.  We endeavour to collect empties from hot food deliveries on the same day. Where deliveries are made at the end of the working day, items will be collected the following day. We will collect all items from the point where delivery was made. If items have been moved elsewhere it is the responsibility of the organiser to ensure they are returned to the delivery point in time for the collection by our driver.

If the meeting or event is on-going when we call to collect or set up, our team will be as discreet as possible. If you prefer our team to leave items outside the room, please mention this at the time of booking.

Numbers

We require a notification of numbers at the time of booking, please confirm this 5 days before your meeting or event. We will endeavour to accommodate any increases in numbers after this but cannot guarantee product availability. If numbers fall below the final numbers given, there may be a cancellation charge.

Special diets

All catering items are shown with allergen information and for standard bookings we will cater for meat, fish and vegetarian options. If you would like to specify any dietary requirements, then please mention this at the time of booking.

Nut allergies

All our food items are prepared in an environment where other foods such as nuts, may be present. If you have a specific request, please contact the team.