Terms & Conditions

Please be aware that ALL payments are non-refundable or transferable. Please note we ask that students do not take any video or photographic step by step evidence of class projects and post online. All subjects covered in class must be used wholly for the benefit/use of the students and must not be passed on to a third party or used for classes held by the student in the future wether free or chargeable.

PLEASE NOTE: ​ALL GIFT VOUCHERS MUST BE REDEEMED WITHIN 6 MONTHS OF PURCHASE UNLESS PRIOR PERMISSION IS SOUGHT FROM ‘THE STUDIO’ MANAGEMENT TEAM

We regret that no transfer of classes will be permissible within EIGHT weeks of your course date. If for any reason we need to cancel the class we will give you as much notice as possible and we will offer you a full refund or a place on another class to the same value. Any classes not attended will not be refunded or payment transferred . Please except our apologies but all classes run on a number basis and we cannot be responsible for or liable for students not attending class for any reason  CakeArt The Studio accept no liability for loss of earning, travel or accommodation costs if classes are cancelled, due to any factor and will give as much notice as possible if class has to be cancelled.

To complete the PME Diploma Courses you will need to complete work at home. It is therefore essential that you have all your own equipment. We will offer discounts on essential items. Your investment will depend on how much Sugarcraft equipment you already own but if you have very little equipment you could spend around £150 to £250 depending on the course.

If for any reason you feel that you need to dispute any contract(s) of sale please contact:

Children’s Classes

Please note that due our insurance guidelines we can only accept students over the age of 13 unless accompanied by a legal guardian over the age of 18 (unless specified in the course structure this will incur further costs).

Allergen Policy
CakeArt Creations The Studio, is not an allergy-free kitchen. We cannot guarantee that our products are free from ingredients that may effect those with food allergies. At The Studio, we recognise there seriousness of food allergies and we recommend that you contact us before you place an order to inform us of any food allergies that you or your party may have. We reserve the right to decline any orders with serious allergy needs. We will not assume any liability for any reactions to our products. The following ingredients are used in our kitchen:

  • Milk and other dairy products
  • Eggs
  • Nuts: Peanuts, pecans, walnuts, almonds, cashews, coconut and other various nuts
  • Wheat and Gluten

Please note: Some food colourings may have a hyperactive effect on children.

Online Dispute resolution (ODR) service: http://ec.europa.eu/odr

Complaints Policy of The Studio
The Studio views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person The Studio that has made the complaint.

Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

To make sure everyone at The Studio knows what to do if a complaint is received.

To make sure all complaints are investigated fairly and in a timely way.

To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

To gather information which helps us to improve what we do.

Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Studio.

Where Complaints Come From
Complaints may come from customers. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use The Studio’s Discipline and Grievance policies.

Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility
Overall responsibility for this policy and its implementation lies with The Studio’s owners and management.

Review
This policy is reviewed regularly and updated as required. Adopted on:15th June 2016  Last reviewed: 1st April 2020.

Complaints Procedure ofThe Studio Publicised Contact Details for Complaints:
Written complaints may be sent to CakeArt Creations The Studio at 85b Long Street, Atherstone, Warwickshire CV9 1BU or by e-mail at [email protected]

Verbal complaints may be made by phone to 01827 720488 or in person to any management at The Studio at 85b Long Street, Atherstone, Warwickshire CV9 1BU.

Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint.
  • Take the complainant’s name, address and telephone number.
  • Note down the relationship of the complainant to The Studio] (for example: client, member).
  • Tell the complainant that we have a complaints procedure.
  • Tell the complainant what will happen next and how long it will take.
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

For further guidelines about handling verbal complaints, see Appendix 1 Resolving Complaints.

Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to any member of management within one week.

On receiving the complaint, management records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the owner/managing directors.

The request for Board level review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The person who receives Stage Two complaints]may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

Food Allergy Disclaimer
CAKEART CREATIONS the STUDIO is NOT an allergy-free kitchen. We cannot guarantee that our products are free from ingredients that may affect those with food allergies. At CakeArt Creations the Studio, we recognise the seriousness of food allergies and we recommend that you contact us before you place an order to inform us of any food allergies that you or your party may have, we reserve the right to decline any orders for clients with serious food allergies. CakeArt Creations the Studio will not assume any liability for adverse reactions to our products.

The following ingredients are used in our kitchen:

  • Milk and other dairy products
  • Eggs
  • Nuts: peanuts, pecans, walnuts, almonds, cashews, coconut
  • Wheat and gluten

Please note that some food colourings may have an effect on behaviour in children.

Delivery Policy
Any delivery charges will be explained at the time of ordering. Collection of orders is free. During the current Covid-19 pandemic, upon official governmental advice, we only accept contactless payment via the telephone or online, and collection must be pre-booked to ensure no-one else is in the store. We can deliver and will operate a safe contactless delivery process. Your food items will be delivered in a clean, plastic box to your doorstep. We ask upon knocking and our delivery team have moved away to 2m that you open the box and remove your goods. Upon completion of your delivery our delivery team will wait for you to close your door before safely removing the box and transporting it back to the vehicle to disinfect prior to using it for further deliveries. All our delivery personal will be wearing a mask and fresh disposable gloves, which will only be used on a single purpose basis.

Deposit & Payment Policy
When placing an order for wedding cakes we require a £150 or 50% deposit. This is dependant on which fee is the lowest. This is a non-refundable and non-transferable fee, to secure the date you require and to cover the necessary costs to create your order. Final payment for wedding cakes is due no later than two months prior to the wedding date. If the final payment is not received a reminder may be sent, if no further payment is made we will consider the order cancelled and the deposit lost.

For celebration cakes a minimum deposit of 50% is required (unless otherwise agreed). All deposits are non-refundable or transferable. For celebrations cakes final payment will be due on collection. Deposits and full payment can be made via bank transfer, card or cash.

All food goods such as home bakes are to be paid in full prior to any delivery.

Cake Order Cancellation Policy
Cancellation by the customer: If the order is cancelled, your deposit is non-refundable and non-transferable, payment is required for any and all expenses already incurred on behalf of the finished product. Once a home baked product has been ordered and paid for cancellation is not logistically possible.

Cancellation by CakeArt Creations the Studio: We shall not be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control. including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever. In the event of exceptional circumstances, such as serious illness, CakeArt Creations The Studio will give as much notice as possible if we are unable to fulfil your order. We will endeavour to find someone else who can produce your order and will refund you any monies already paid.

Proof of Delivery/Collection
All cakes require a signature on deliver/collection, this indicates you are happy with the product received. If you are not happy please ensure you make this known when accepting your cake. This gives us the opportunity to correct any problems. We are not responsible for mistakes made by the customer i.e. incorrect / misspelled names or incorrect choice of cake. We have an order form for the customer to fill in which requires a signature on ordering. In addition, we always take photographs of the cakes prior and at point of delivery / collection.

​Complaints are extremely rare in the world of cakes and we have never had a complaint as yet. Some complaints may require further investigation and an immediate refund may not always be possible. Cakes, or part of cakes and cupcakes, must be returned to us as soon as possible, and your complaint registered within 24 hours of delivery/collection, to ensure we are able to fairly assess the nature of the complaint. The cake must have been stored at the correct temperature and in the box we supplied, out of the sun and away from damp conditions or heat. If you are requesting a refund you must contact us within 24 hours and return at least 75% of the uneaten product within a reasonable time frame. Any damage to the cake sustained by the customer after leaving our premises will not be our responsibility. We do not refund for customers that have simply changed their mind or if the cake has been damaged out of our care.

Please note: icing may crack as it dries out which is out of our control and why we recommend you consume your cake as soon as it is cut. We do not accept complaints for not liking the taste of our products mainly because individual’s tastes are different. We can offer a tasting service for a small fee which allows you the opportunity to taste our products should you wish to do so prior to ordering.

​Acceptance of Cake Upon Collection/Delivery
The customer will be asked to sign a sheet that will state the following:

I confirm that this cake has been collected / delivered (delete as applicable) in good and undamaged condition. No responsibility can be taken by CakeArt Creations The Studio for any subsequent damage once the cake has been handed over to the customer or venue. CakeArt Creations the Studio will not be liable should the customer believe there are any problems with the cake once it has been accepted, this includes design, colour etc. In regards to home bakes, photographic evidence will be taken by our delivery team as proof of delivery.

Changes to Your Order
CakeArt Creations The Studio aims to meet your requirements and understands that sometimes situations occur which can result in you wanting to change your order. Please contact us as early as possible to ensure any changes can be actioned, generally 4 weeks’ notice is required for any changes to cake orders and any changes may be subject to changes in cost, depending on the design details. Please note: a reduction in costs is only allowed up to a maximum of 10%. Home  baked items such as brownies etc cannot be changed after completion of order as these are made to order.