Terms of Service

Ordering Guidelines

1. Retainer Policy:

   • A non-refundable 50% retainer fee is required to secure your order and reserve your event date.

   • Retainers are non-refundable but may be applied as a credit toward a rescheduled order, subject to availability and approval.

2. Payment Deadlines:

   • A 24-hour grace period is provided after the invoice is sent. Failure to the pay 50% retainer fee or full payment within this time frame will result in the cancellation of your quote and order.

   • All orders must be finalized, with the remaining balance paid, no later than 3 days prior to your event. Orders not paid in full by this deadline will be canceled, and the retainer will not be refunded.

3. Rush Orders:

   • Orders placed with less than one week’s notice will incur a $35 late fee and require full payment at the time of booking.

4. Custom Design Limitations:

   • Inspirational photos are welcome; however, designs will not be identical replicas. We will craft a cake inspired by your vision and personalized with Kween Sugah’s unique style.

5. Refunds and Credits:

   • Refunds are not available. If an error occurs on our part, a credit may be issued for future orders. Credits are non-transferable.

 

Pickup & Delivery Guidelines

1. Pickup Responsibility:

   • If you or an authorized person picks up the cake, Kween Sugah is not responsible for damages that may occur during transport. Please drive carefully, avoid sudden stops, and refrain from tilting the cake.

2. Timeliness:

   • Arrive promptly at the designated pickup location and time. A late pickup fee of $15 per half-hour will apply if the agreed time is missed and must be paid prior to hand off.

3. Temperature Considerations:

   • Cakes are refrigerated before pickup or delivery. Allow at least 30 minutes for the cake to reach room temperature before serving.

4. Transportation:

   • Cakes should be transported on a flat surface, such as the vehicle floor or a leveled seat. Use a towel to stabilize uneven surfaces if necessary.

5. Delivery Services:

   • Delivery includes transportation, setup, and a brief care guide. 

   • Delivery/Setup fee is determined based on the location and starts at $35. 

   • Cakes delivered more than 3 hours before the event should be refrigerated to maintain structural integrity and ensure food safety.

 

Venue Requirements

1. Temperature Control:

   • To maintain stability and appearance, the room temperature should remain at 65°F or below.

2. Outdoor Events:

   • Kween Sugah is not responsible for damages caused by weather or natural elements when cakes are displayed outdoors.

3. Setup Preparation:

   • Ensure a properly prepared table and designated setup area are ready upon our arrival for delivery.

 

Important Notes

• Photography & Promotion:

  • Kween Sugah reserves the right to photograph or video orders for promotional purposes without compensation.

• Buttercream Color Changes:

  • Buttercream colors may deepen over time. While we strive for accurate color matching, slight variations are possible.

• Allergen Information:

  • Our products may contain or may encounter common allergens such as dairy, wheat, soy, and nuts.

• Creative Freedom:

  • If creative freedom is allowed, our designs will incorporate key elements and inspirations provided. Final designs are at the discretion of the creator and cannot be altered after completion.

 

Agreement

By submitting payment for your invoice, you confirm your agreement to these terms and conditions. Kween Sugah is not liable for any damages to cakes or orders once they are out of our possession.

Thank you for choosing Kween Sugah to sweeten your celebrations! We look forward to creating a memorable dessert for your event.