THE CHEF’S KITCHEN (TCK)

TERMS & CONDITIONS

SERVICE BEYOND THE STANDARD

This standard of service document covers TCK delivery of ready to eat food from 1st Dec 2015. It is our declared commitment to you, our client, of the standard of food and service you can expect from us and, in some instances, what we expect from you.

Scope

Menus covered by this document are all those available for online ordering on TCK website and will include any set menus created for clients which incorporate the same food.

‘’TCK Express’’ buffet delivery service

TCK Express denotes that this is a drop off catering service(with no on-site preparation, cooking or waiting service), of menus which can be delivered the working day after, or even the same day of ordering (conditions apply to same day ordering).

Food quality

We will always bring you interesting, simply prepared, flavourful ‘’homemade’’ food, made on the day of delivery.

Food safety

Our food safety procedures are inspected annually by an inspector from our local authority and we have been awarded a 5 star rating.

The kitchen management team have Award Level 3 in HACCP for Food Manufacturing and all kitchen staff have, or will be working towards, Level 2 Food Safety qualifications.

Seasonal menu changes

‘’Variety is the very spice of life, that gives it all its flavour’’. The poet William Cowper was so right and we flavour your experience with us by changing our main menus throughout out the seasons.

Food suppliers

Our food suppliers are a very important part of our ability to bring you the best quality seasonal food. We use many local suppliers to deliver the quality we require. Most of our fish and meat is UK farmed and sourced.

Presentation styles

The food is exactly the same but within the express service we offer two standards of presentation – ‘Standard’ and ‘Executive’.

Standard Presentation

The food will come to you on black, recyclable plastic platters with clear pop on lids. Disposable plates and napkins are included. We avoid waste in all we do and hope you will join us in doing so too. Please keep these platters for recycling: we will generally collect them at your next delivery

Executive Presentation

The food is displayed on stylish clear and black slate look platters which are more durable. Crockery plates and napkins are included.

Substitutions

Substitutions may occasionally have to be made on the delivery day without notice, particularly for late or same day orders.

Allergies & dietary requirements

We cater for most dietary requirements. If any of your guests have a particular dietary requirement please state this at time of ordering and we will arrange for the food to be on separate platters and labelled.

Meat and vegetarian sandwiches are separated and served on separate buffet platters. If you require all your meat, fish and vegetarian buffet items separated please inform us in the special request box on the order sheet.

The allergens within all items will be declared (as required by EU Food Information for Consumers Regulations 1169/2011) and are displayed on our website.

Equipment loan or hire

If we have hired or loaned you some equipment (e.g. platters, crockery plates, cups, saucers, milk jugs, sugar bowls, cutlery, glassware etc.) as part of your catering requirement. This equipment remains the property of TCK and must be kept for our collection, generally on the same afternoon of delivery or the following day. Any breakages or loss of equipment will be invoiced to you at cost.

Equipment collection

Please gather together the equipment loaned or hired by you ready for collection. It does not need to be cleaned, although all uneaten food needs to be disposed of, before the equipment is collected. If the equipment is not ready is not ready, or available for collection at the agreed time, an additional collection may be chargeable.

Weekend orders

Weekend deliveries are usually possible but cannot be guaranteed. Weekend orders should be placed by 16.30 on Thursday. We will confirm our ability to deliver the order the same day that you place your order. Weekend deliveries will incur a delivery charge.

Ordering

Orders are best placed on our e-commerce website www.chefs-kitchen.co.uk.

If for any reason you cannot order on-line,, orders can be placed by email to:

orders@chefs-kitchen.co.uk

Same day deliveries must be telephoned initially, where the order will be confirmed by us. However, a follow-up email must be sent, reiterating the details order and the normal invoicing details given.

Menu order deadlines

Breakfast 12.30 on the working day before delivery is required

Working lunch and drinks 16.30 on the working day before delivery is required

Cold fork and salad buffets 12.00 on the working day before delivery is required

Order acknowledgement and confirmation

Your web order will be acknowledged automatically by the website. This acknowledgement is not confirmation that we can deliver your order. We aim to confirm receipt of,and our ability to deliver, your order by email within one hour (during working hours) of us receiving your order. This order confirmation is our commitment to deliver the food listed at the time and address stated. Please ensure that these details are correct as we cannot accept any form of liability if we fulfil this order as per your instructions and it is not what you wanted, or is not delivered to the correct address. . Please contact us if you do not receive confirmation.

Cancellations

If you wish to cancel or reduce an order the following charges will apply:

Orders cancelled or reduced before the order deadlines (see above) will not be charged.

Orders cancelled or reduced after the particular deadline time (see above) will be charged at 50%

Orders reduced or cancelled after 09.00 on the day of delivery will be charged in full.

Delivery time  

Our absolute daily objective is to ensure you get your order on time, or early. However, traffic is not always predictable and holdups do sometimes occur. To avoidany issues, we strongly request you ask for your order delivery time to be at least half an hour before the time you wish it to be served.

We aim to deliver your order as close to your requested delivery time as possible but always within the one hour period before your stipulated delivery time.

The delivery

Your delivery will be made in one of our refrigerated vans, driven by a uniformed driver. The vans are checked daily for correct temperature. Our driver will deliver the food to where you need it in your building. If there is no-one there to show him where it will be served, he will leave it at reception. He will not be able to help with laying our order for service. He will also not be able to leave the black carry box that your food is delivered in, unless this has been previously arranged.

We ask you to allow him to deliver as quickly as possible to avoid delaying further deliveries. He will not expect a signature from you on delivery.

Omissions or changes

We are human and, despite the best systems to avoid it, mistakes may very occasionally happen. If there is something missing, or incorrect, on your order do contact us immediately so that we can try to to rectify it immediately, if possible.

Pricing

Our menus are changed annually, and prices are also increased annually on June 1st. We always aim to be competitive in our pricing and are confident you will consider our food and service to be extremely good value. If you have a bespoke or set menu the price of this will change annually in June unless an alternative agreement is in place.

VAT

VAT is chargeable on most items. All set buffet menus/platters, confectionary, crisps, hot food and most drinks incur VAT.

Minimum order & service charge

We do not require a minimum order value. However any local order which is less than £40 (net of VAT) will incur a £5 service charge. If the delivery is more than 10 miles, but less than 40 miles, from our premises then a £10 service charge is chargeable. Delivery charges for longer distances will be negotiated on an individual basis

Some of our regular customers will have a delivery contract in place and a charge will not be made for the above minimum charges.

Delivery charges

Orders placed before the menus deadline time (12.00 or 16.30 on the working day prior to the delivery) for deliveries locally (within 10 miles) during office hours (07.45-17.00) are free of charge. Modest charges will be made for deliveries outside these times.

Invoicing

All invoices will be emailed to the orderer or another nominated recipient e.g. your accounts dept. Please ensure the invoice is made available to your accounts payable department to allow timely payment.

Terms of payment

All first orders placed with us must be paid for by debit or credit cards. If a credit account has not been opened an order must be paid for at the time of ordering. Payments for orders on a credit account must be paid within 30 days of the invoice date payment. Payment can be made by cheque, card or bank transfer.

Our bank details are:

Account name: The Chef’s Kitchen (UK) Ltd

Account No: 00085905

Sort Code: 30-97-17

A credit account can be applied for by completing a supply form. We cannot confirm an order on credit supply until your supply form has been received and the credit account authorised by a director of the company.

Complaints

If you have any reason to be dissatisfied with any aspect of our food or service we very much want to hear about it. Please email info@chefs-kitchen.co.uk or telephone 01788 546151.

Environment

We aim to minimise our impact on the environment in everything we do. We recycle and compost whatever waste we can. We collect all our platters for recycling and ask that you keep them for our drivers to collect.