PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS WEBSITE.

All users of this site agree that access to and use of this site are subject to the following terms, conditions, and applicable law. If you do not agree, please do not use this site.

Acceptance of Terms

These provisions set out the terms on which you may use the Cake Shop Franchise Ltd website (the "Site") either as a guest or registered user ("Customer Terms"). By using the Site, you agree to be bound by these terms. These Customer Terms are reviewed and modified periodically; it is your responsibility to check and agree to them each time you use our services.

About Us

The Services are operated by Cake Shop Franchise Ltd ("we"). We are registered in England with our registered office at:

Cake Shop Franchise Ltd
Unit 15, Fountain Lane, Oldbury, B69 3BH
Company registration number 10313104

Accessing Our Services

Access to our Services may be restricted to registered users. Any personal data provided is managed according to our Privacy Policy. By providing personal data, you confirm agreement to the Privacy Policy. We cannot be held responsible if any Service is temporarily inaccessible.

Instructions for Customers Ordering Picture Cakes

• Choose a picture appropriate for the cake and suggested writing.
• Images on sugar paper deteriorate over time; cakes should be collected promptly and used the same day.
• Use the largest possible image to reduce pixelation, especially for larger cakes.
• Check image clarity; we cannot enhance pictures.
• Picture and handwritten message placement is at the cake decorator's discretion.
• You are responsible for obtaining permission for all images you provide and protecting us against copyright claims.
• Send edited images as JPEG files only; PDF or Word formats cannot be processed.
• Email pictures to the branch with the order number in the subject line, or use the online upload link.
• The cake decorator may crop images unless you specify otherwise.
• We cannot guarantee exact colour matches, even with the latest equipment.

Important Customer Information

Design & Appearance: Every cake is individually handmade. While we will make every effort to recreate the design, colours and decoration shown in any photographs provided by the customer or displayed on our website, slight variations are to be expected. As our cakes are prepared by different skilled cake decorators, each cake is unique and may vary slightly in colour, decoration, piping and overall finish.

Weather Conditions: Weather conditions, including high temperatures and humidity, are beyond our control and may affect the appearance of your cake. Buttercream and icing may soften, colours may vary slightly, and decorations may move or become damaged during transport or storage. We recommend collecting your cake as close as possible to your event, transporting it carefully in an air-conditioned vehicle where possible, and storing it in accordance with our care instructions.

Collection & Responsibility: Please inspect your cake carefully at the time of collection. By signing below, you confirm that you are satisfied with the cake's design and condition at the point of collection. Once the cake has been collected and leaves our premises, responsibility for its transport, storage and handling passes entirely to the customer. Eggless Cake Shop cannot accept responsibility for any damage, deterioration or changes to the cake caused after collection, including those resulting from weather conditions, transportation, storage or handling

The individual collecting the cake, whether it be the customer or a designated representative, assumes full responsibility for signing and accepting the cake upon collection. We kindly request that the person collecting the cake verify the spelling and confirm that the cake adheres to the agreed-upon design and specifications. By accepting the cake, you acknowledge that the message is spelled correctly and that the cake aligns with the agreed-upon description and specifications.

Contract Formation

An order constitutes an agreement to purchase goods/services as specified. Contracts with Franchisees are only formed when an email acknowledgment of your order is issued. This ensures UK consumer contract clarity.

Copyright

All content on this site is protected under UK and international copyright law. You may copy or print portions solely for personal use or to place an order. Other uses, including reproduction, distribution, or display, are prohibited without permission.

Payment Methods

Payments may be made by debit or credit card or other available methods. Some banks may charge additional fees. Item prices are displayed in the applicable currency; delivery charges vary by destination.

Refusal of Transactions

We may refuse any transaction or service at our discretion. We are not liable for any consequences of such refusal.

Delivery Arrangements

General Delivery

Delivery is available at all stores; arrangements must be made with the relevant branch.

Third-party Delivery Terms

• Cakes are delivered within a 4-hour slot. Cakes cannot be left unattended.
• Failed deliveries will incur additional charges.
• Cancellation requires at least 48 hours’ notice; same-day cancellations are not possible. A partial refund minus a £2 fee applies. Refunds take 3–5 working days.

Wedding Cakes

• Delivered boxed, with separate delivery charges.
• Risk passes to the buyer upon delivery.
• Approximate delivery dates; delays do not incur liability.
• Surprises must be collected personally to avoid spoilage.

Refunds, Cancellations, and Uncollected Cakes

To comply with UK consumer rights:

• Refunds are issued if the branch is at fault.
• Orders must be collected on time; uncollected cakes are destroyed after 24 hours.
• Fresh cream cake cancellations require three business days' notice. Less notice: no refund.
• Click & Collect and short notice orders are non-refundable.
• Wedding/event/icing cake cancellations:
  • Over 4 weeks’ notice: retain 20% deposit.
  • Under 4 weeks: charge 50% of the balance.
  • Uncollected cakes: charge 100%.

Virus, Hacking, and Other Offences

Misuse of the Site, including introducing viruses or attempting unauthorised access, is a criminal offence under the Computer Misuse Act 1990. We will report offences to law enforcement and cooperate fully.

Warranty Disclaimer and Liability

The Site and materials are provided "as is" without warranties. Cake Shop is not liable for any loss, including consequential damages. Limitations apply as permitted by UK law.

Typographical Errors

In the event of incorrect pricing, we may cancel or refuse orders and refund any payments.

Force Majeure

We are not liable for delays or failures due to circumstances beyond our control (e.g., strikes, natural disasters, governmental actions, epidemics).

Indemnification

You agree to indemnify and hold harmless Cake Shop and associated parties against losses arising from violations of these terms or misuse of the Site.

Rights of Third Parties

No provision is enforceable by third parties. Linked sites are independent; use at your own risk.

Law and Jurisdiction

These terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.

Further Applicable Terms

High Street Shop Purchases

• Customers are responsible for checking order details, including designs, spelling, size, and collection date/time.
• Cakes must be collected promptly; the store is not responsible for late collections.
• Customers must transport cakes carefully and refrigerate fresh cream cakes immediately.
• Cream and icing colours may stain; customers should warn guests.
• Menu pictures are guidance only; cakes may not exactly match images.
• Icing cakes may contain support structures.
• We may photograph cakes for marketing; copyright remains with Cake Shop.

Customer Complaints

Inspection Before Leaving the Store

The person collecting the cake MUST inspect it carefully before leaving the store.

The inspection must include checking:

• all names, spellings, wording, messages and dates;
• the cake’s design, colour and decoration;
• the size and shape of the cake;
• the overall appearance and presentation; and
• any visible damage, errors or missing items.

Any visible error, damage or concern MUST be raised with a member of staff immediately, while the cake is still on the store premises.

Failure to raise a visible issue before leaving the branch may affect our ability to investigate and resolve the complaint.

Responsibility After Collection

Once the cake has been inspected, accepted and removed from the store premises, responsibility for its safe transportation, storage and handling passes to the customer or the person collecting it on the customer’s behalf.

The customer is responsible for ensuring that the cake:

• is transported on a flat, level and secure surface;
• is protected from movement, impact and sudden braking;
• is kept away from direct sunlight and excessive heat;
• is stored at the correct temperature

Eggless Cake Shop is not responsible for damage, movement, melting, deterioration, breakage or any other issue caused after the cake has left the store through unsuitable transportation, incorrect storage, exposure to heat, improper handling or failure to follow the instructions provided.

Reporting a Non-Visible Issue

Any issue that could not reasonably have been identified during the inspection at collection MUST be reported to the supplying branch no later than 24 hours after collection.

Because cakes are perishable, complaints received more than 24 hours after collection may be difficult or impossible to investigate properly.

The customer may be asked to provide:

• their name and order number;
• proof of purchase;
• the date and time of collection;
• full details of the complaint; and
• clear photographs or videos showing the issue.

Photographs and videos may assist our investigation, but they may not remove the need for the branch to inspect the remaining cake.

Retaining and Returning the Cake

The customer MUST retain the remaining cake, together with its box, packaging and relevant decorations, while the complaint is being investigated.

The cake and associated items must not be discarded, altered or handled unnecessarily and must be stored in accordance with the storage instructions provided.

The customer must contact the supplying branch before returning the cake.

The remaining cake MUST be returned to the original branch for inspection within 24 hours of the complaint being reported.

Where returning the cake is not reasonably practical, the customer must contact the branch immediately and give the branch a reasonable opportunity to collect and inspect it or agree another suitable inspection arrangement.

Refunds and Other Remedies

A full refund will not normally be granted if the remaining cake has not been returned for inspection and the branch has not been given a reasonable opportunity to collect and inspect it.

A full refund will also not normally be granted where:

• the cake has been discarded;
• the remaining cake has not been retained;
• the cake has not been made reasonably available for inspection;
• the customer has not contacted the branch within the required 24-hour period; or

Without the opportunity to inspect the cake, the branch may be unable to determine whether the issue resulted from its preparation or from transportation, storage, exposure to heat or handling after the cake left the premises.

Each complaint will be considered individually, taking account of the circumstances and any reliable evidence available.

Allergen Notice

Wheat, Dairy, Lactose, Nuts, and sulphites are present on our premises. Cross-contamination cannot be fully prevented.

Termination

These terms apply upon accessing the site and may be terminated by Cake Shop at any time. Key provisions survive termination.

Social Media Rules

• Post intelligently and constructively.
• No abusive or distressing content.
• Personal information must not be shared.
• Resolve complaints with the store before posting publicly.

Intellectual Property

Cake Shop owns or licenses all IP on the Site. No rights are granted without written consent.