Version 3 · Effective 2026-08-05
These General Customer Terms apply to food orders, catering services, event bookings, serving staff, tableware hire and related services, together with the specific policy for the service purchased.
2.1 Consumer and business customers
A “consumer” is an individual acting mainly outside their trade, business, craft or profession. If you purchase mainly for business purposes, the quotation may include additional business-to-business terms. Nothing in these terms removes rights that cannot lawfully be excluded.
2.2 Enquiries, quotations and contract formation
An enquiry, basket, draft quote or availability indication is not a binding booking. A contract is formed only when we send an acceptance or booking confirmation, or when the quotation states another clear acceptance method and that method is completed.
We may refuse an order or booking before acceptance where, for example, capacity is unavailable, the delivery address is outside the confirmed service area, information is incomplete, food safety cannot reasonably be managed, a price is clearly erroneous, or there is suspected fraud. Any payment received for an order we do not accept will be returned.
2.3 Prices and VAT
Prices are shown in pounds sterling. VAT will be added or included only if Alicedda is VAT registered and the website or quotation clearly states the applicable treatment. We will not charge an undisclosed fee or optional extra.
Quotation prices are valid for the period stated on the quotation. A price may change before acceptance if the scope changes. After acceptance, price changes require an agreed variation or another lawful and fair basis.
2.4 Customer responsibilities
- Provide accurate contact, address, event, guest-number, access, allergy and dietary information.
- Check the order, quotation, menu, date, time, location, quantities and payment instructions before acceptance.
- Ensure the venue has the permissions, access, utilities, facilities and safe working conditions agreed for the service.
- Tell us promptly about changes, risks, delays or access restrictions.
- Do not resell food or services without written agreement and appropriate legal compliance.
2.5 Changes and the 72-hour rule
Where the website permits self-service changes, they may normally be made until 72 hours before the agreed delivery, collection or event time. After that point, use the Urgent Change Request process. A late request is not accepted until we confirm it. We may decline a late request where ingredients, staffing, food safety, capacity or logistics cannot reasonably be changed.
A confirmed change may alter price, timing or availability. We will explain any additional charge before the change is accepted.
2.6 Substitutions
We will not make a material substitution without reasonable notice and, where allergy, dietary, Halal, Kosher, price or quality considerations are affected, the required review and customer agreement. A substitution must not silently reduce the customer’s statutory rights.
2.7 Services and statutory standards
We will provide services with reasonable care and skill and in accordance with the agreed description. Food and hired goods must meet applicable statutory requirements. If we do not meet those obligations, the customer may have rights to repeat performance, price reduction, repair, replacement or refund depending on the circumstances.
2.8 Events outside reasonable control
Neither party is responsible for delay caused by an event genuinely beyond reasonable control, but the affected party must notify the other promptly and take reasonable steps to reduce the impact. If performance becomes impossible or materially different, we will discuss a fair alternative, postponement or refund for the part not supplied. This clause does not allow us to keep money for services we do not provide where that would be unfair or unlawful.
2.9 Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights, or anything else that cannot legally be excluded.
For consumers, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for a loss that was not foreseeable, or for business losses suffered by a consumer acting for private purposes.
2.10 Complaints
Please raise concerns promptly so that we can investigate. The Complaints Policy explains how to contact us, what information to provide and how we respond.
2.11 Governing law
These terms are governed by the laws of England and Wales. Consumers retain mandatory protections and court rights available under applicable UK law.