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Standard of Service

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Eden Express - Service Level Commitment & Terms of Service

                                                 

This Service Level Commitment and Terms of Service covers Eden’s Express delivery service of ready to eat food to its London clients from 1st January 2016.  It is our declared commitment to you, our client, of the standard of food and service you can expect from us and, in a few cases, what we expect from you.

Scope
Menus covered by this commitment and terms are all those available for online ordering on Eden’s Express website and will include any set menus created for clients which incorporate the same food.

Eden “Express”
Eden “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.

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 audited annually by third party consultants.  Our kitchen management and Executive Head Chef have CIEH Level 3 Food Safety Qualifications and all kitchen staff have or will be working towards Level 2 Food Safety Qualifications .  We hold a 5 star rating for our local authority assessed food safety.

Seasonal Menu Changes
“variety’s the very spice of life, that gives it all its flavour”.  The poet William Cowper was right and we flavour your experience with us by changing our main menus every four months.  This seasonal change is of course used to incorporate seasonal UK ingredients.  Naturally you will also see some ingredients like berries, asparagus, root vegetables, drop off our menu when out of season. You will receive the new menus by email prior to the change with information on the new ingredients being used.  If you have a bespoke set menu, this will be changed by us to the nearest new equivalent items.  Please contact us if you’d like these changed at any time.

Food Ingredient Suppliers
Our food suppliers are a very important part of our ability to bring you the best quality and most environmentally friendly food.  Because we make virtually everything ourselves we buy raw ingredients – meat, fish, vegetables, fruit and dry goods.  We buy our fruit and vegetables ourselves from New Covent Garden Market.  All our meat and fish (except crustaceans) is UK farmed and sourced.    Our suppliers will be as close to us as possible – they are on average not more than 11 delivery miles from us. 

Presentation Styles
The food is exactly the same but for our Working Lunch and Breakfast Menus we offer two standards of presentation – “Standard” and “Executive.”


Standard Presentation
The food will come to you on black, recyclable plastic platters. 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 white melamine platters, which are very similar to china but lighter and more durable. There are also chocolates on the platters for guests.  The platters will be collected on the afternoon of delivery or the following day.  There is a 10% premium for the Executive Service.

Serviettes & Plates
Your order will be delivered with a paper serviette for each guest.  Plates are not supplied unless specifically ordered and will be chargeable.

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


Allergens & Dietary Requirements
Our food is generally always presented on platters with  vegetarian food on separate platters and labeled accordingly.
Our menus state the dietary status (vegan, vegetarian, gluten free, dairy free) of all items.
If an item contains nuts we will state this fact but cannot guarantee that those items not stated such do not contain any traces of nuts. Much of our food involves bread and rolls which bakers are seldom prepared to guarantee as free of nuts.
Allergen information for all our food is available on our website and will be listed on the back of the delivery note for your order.  Your delivery note is pinned to the bag containing serviettes for your guests.
If any of your guests have particular dietary requirement please state this at the time of ordering and we will suggest suitable food, arrange for the food to be on separate platters and labeled.

Equipment Loan and Hire
You may have hired or we may have loaned you some equipment (e.g. platters, jugs, bowls) as part of your catering requirement.  This equipment remains the property of Eden Caterers Ltd 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 at cost. 

Equipment Collection
Please gather together the equipment loaned or hired by you ready for collection. It does not need to be cleaned.  If it is not ready or available for collection an additional collection may be chargeable.

Weekend Orders
Weekend deliveries are generally always possible but not guaranteed. 
Weekend orders should be placed by 16:30 on Thursday.  We will confirm our ability to deliver the order immediately. 
All weekend orders will incur a delivery charge and a collection charge if required. 
A Saturday order must have a minimum food order value of £250
A Sunday order must have a minimum food order value of £500 and will also incur a £60 wages supplement.

Ordering
Orders are best placed on our e-commerce website www.edencaterers.london.  If for any reason you cannot do so, orders can be taken by email and fax.  If you are ordering for same day delivery or are needing help with an order do please call us.  Same day deliveries cannot be placed on the website.

Menu Order Deadlines  
Working Lunch 16:30 prior working day
Desserts  16:30 prior working day
Drinks   16:30 prior working day
Breakfast  14:30 prior working day
Bowl Food  12:00 prior working day
Fork & Salads  12:00 prior working day
Afternoon Tea 12:00 prior working day
Canapés  12:00 3 working days prior

Order Acknowledgement and Confirmation
An order placed on our website will be acknowledged automatically by the website.  This acknowledgment is not our confirmation that we can deliver your order.   We aim to confirm receipt and our ability to deliver your order by email within one hour (during working hours) of our receiving all orders.  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 fulfill this order as detailed and it is not what you had wanted. Please contact us if you do not receive a confirmation.

Cancellations

Cancellation of an order must be made in writing.
If you wish to cancel or reduce an order the following charges will apply:
Breakfast Menu:  Orders cancelled or reduced after the order deadline time (14:30 prior working day) will be charged in full.
All other menus: Orders cancelled or reduced after the particular menu’s order deadline time (see above table) will be charged at 50% unless:
An order cancelled or reduced after 9.00am 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 earlier.  The streets of London are however not always predictable and blockages do occur. To help avoid these becoming an issue 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, he will leave it at reception.  He will not be able to help with laying out your order for service.  He will also not be able leave the blue baskets or trolley in which the order is delivered unless this has been previously arranged.

We ask you to enable him to deliver as quickly as possible as he is at risk of getting a parking ticket if he is longer than 10 minutes making a delivery. 
He will not expect a signature from you on delivery but he will leave you with a delivery note detailing your delivery.
In exceptional circumstances we may have to deliver your order using a courier service.

Omissions or Changes
We are human and despite the best systems and efforts to avoid it, a mistake may very occasionally happen.  If there is something missing or incorrect on your order do contact us immediately as we will want to rectify it immediately.  If the mistake is of our making we will make no charge. If we have delivered according to the order confirmed we may charge for a taxi if required.

Pricing
Some menu prices may be changed at any seasonal menu change.  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 set menu the price of this will change annually in February unless an alternative agreement is in place.


VAT
Vat is chargeable on most things but not all.  Food items (sandwiches, finger buffet etc) ordered individually do not incur VAT.  All set menus, set platters, confectionary, crisps, hot food and most drinks do incur VAT.

Minimum Order & Service Charge
We do not require a minimum order value.  Set menus do have a minimum of persons (number varies according to the menu).  Any order which is less than £20 (net of VAT) will incur a £5 service charge

Discounts
We consider our food and service to be very good value and do not therefore give discounts unless you are a charity or an institution of education which will receive a 5% discount.

Delivery Charges
Orders placed before the menu’s deadline time (12:00 or 16:30 on the working day prior to the delivery day) for deliveries to central London postcodes below during office hours (7:45-17:00) are free of charge.  Modest charges will be made for deliveries outside these times or postcodes.
Postcodes qualifying for Free Delivery     EC  E1  N1  NW1  WC  W1  W2  SW1  SE1  SE11
 

Invoicing
Your invoice will be emailed, the working day after delivery of your order, to the orderer or another nominated recipient e.g. your accounts dept.  In any event 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.
Payment 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:  Eden Caterers Ltd
Account Number:  30325082
Sort Code:   20:82:94
 

Credit Accounts
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.
 

Loyalty Scheme
We run a gift loyalty scheme which is our way of thanking you, the orderer, in relation to the number of orders placed with us during the course of one year.  Gifts range from a bottle of wine to weekends away for two.  Details are on our website and you are notified of your progress with every order confirmation.
Complaints
If you have any reason to be dissatisfied with any aspect of our food or service we want very much to hear about it.  Please email [email protected] or telephone 0207 803 1212
 

Environment
We aim to minimize our impact on the environment in everything we do.  We send zero waste to landfill and encourage you to do the same. We will collect all our platters for recycling and ask that you keep them for our drivers to collect.
 

Sustainability
Sustainability is a big subject for us and an influence on every decision we make.  We have specific documentation informing what we do in this regard and is available on our website or speak to us directly.  Be however assured that in all areas of sustainability, social, economic or environmental, we endeavour to make the right decision and follow the right path at every opportunity.
 

Husbandry & Provenance
All our meat and fish (except crustaceans) is UK sourced.  For all animal or fish sourced ingredients we aim to achieve the best possible husbandry for each category. 
Fish:  MSC – Yellow, rated fish or better
Beef & Lamb –  Free Range
Pork –  RSPCA certified Freedom Food
Poultry –  Free Range.
Eggs: Free Range

Full documentation for the sources and accreditation of our meat and fish is available.
Our fruit and vegetables are UK sourced when available. 
 

Honesty & Ethics
We will always be scrupulously honest with you, our staff and suppliers.
Thank you for your orders and please be assured we are always committed to making orders to your complete satisfaction with food that will delight you and your guests.

Hugh C Walker
Managing Director

March 2016                                                                    
 

                           

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