Cancellation Policy

For confirmed event bookings, the following cancellation fees apply:

Cancellation fees are calculated on the full quoted value of your booking, inclusive of any confirmed add-ons or extras.

All cancellations must be made in writing via email to hello@rootsfinecatering.co.uk. The cancellation is effective from the date we receive your written notification.

We understand that guest counts and requirements may change. Amendments to existing bookings are subject to the following conditions:

• Guest count reductions of up to 10% are accepted at no additional charge up to 14 days before the event
• Guest count reductions greater than 10% within 14 days of the event may be treated as a partial cancellation and charged accordingly
• Menu changes can be made up to 7 days before the event, subject to ingredient availability
• Date changes are subject to availability and may incur an administration fee of £50

All amendments must be confirmed in writing.

For individual meal orders placed through our website:

• Same-day orders: Cannot be cancelled once the order has been accepted and preparation has begun
• Scheduled orders (more than 24 hours in advance): May be cancelled up to 24 hours before the scheduled delivery or collection time for a full refund
• Within 24 hours of scheduled delivery: Cancellations are not accepted, and no refund will be issued

To cancel an online order, please contact us immediately at hello@rootsfinecatering.co.uk or call us on 01623 677605.

Refunds are processed as follows:

• Where a refund is due, it will be returned to the original payment method within 5–10 business days
• Deposits are non-refundable unless we cancel the booking due to circumstances on our part
• Where Roots Fine Catering cancels a confirmed booking due to reasons within our control, you will receive a full refund of all amounts paid

In exceptional circumstances, Roots Fine Catering may need to cancel a booking. These circumstances include:

• Extreme weather or other force majeure events
• Serious staff illness or emergency affecting our ability to fulfil the service
• Circumstances outside our reasonable control

If we cancel due to a force majeure event, we will endeavour to reschedule the booking where possible. If rescheduling is not possible, all amounts paid will be refunded in full within 10 business days.

If a customer fails to be present at the agreed delivery time or collection point, and we are unable to reach the customer within a reasonable period:

• The order will be considered fulfilled and no refund will be issued
• For event catering, full payment remains due

If you are not satisfied with our service and wish to seek a refund outside of the above policy (e.g. due to a quality issue), please contact us within 24 hours of the event or delivery. We will investigate all complaints fairly and aim to resolve disputes promptly.

Contact us at: hello@rootsfinecatering.co.uk or call 01623 677605.

To cancel a booking or discuss your options, please contact us as soon as possible.

Email: hello@rootsfinecatering.co.uk
Phone: 01623 677605 / 07840 534401