TERMS OF SERVICE
Standard of Service
Our small print!
Service Level Commitment & Terms of Service
This Service Level Commitment and Terms of Service covers Eden’s delivery service of ready to eat food to its London clients from 1st January 2023. 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.
Menus covered by this commitment and terms are all those available for online ordering on Eden’s website and will include any set menus created for clients which incorporate the same food.
Eden Delivered denotes that this is a drop off catering service, with no on-site preparation, cooking or waiting service (for T&Cs relating to our Events Division please see the appropriate document).
We will always bring you interesting, simply prepared, flavourful, “homemade” food, made on the day of delivery.
Our food safety procedures are audited annually by third party consultants. Our kitchen management has CIEH Level 3 Food Safety Qualifications, and all kitchen staff have or will be working towards Level 2 Food Safety Qualifications. We hold an Elite 5-star rating for our local authority assessed food safety.
Seasonal Menu Changes
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 particularly 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 daily from New Covent Garden Market. All our meat and fish are UK farmed and sourced. Our suppliers will be as close to us as possible – they are on average not more than 15 delivery miles from us.
Husbandry & Provenance
All our meat and fish are 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
Lamb – UK/ROI Free Range
Pork – UK Free Range
Eggs: Freedom food RSPCA certified free range
Poultry: UK Red Tractor as a minimum
In 2022 products containing Beef were removed from our menus, this decision has been implemented as part of our new Net Zero Project - an endeavor to improve our sustainability and ethical values.
Full documentation for the sources and accreditation of our meat and fish is available.
Our fruit and vegetables are UK sourced when available.
For most menus our food is delivered on fully compostable Palm Leaf platters made only from fallen palm leaves, heat and pressure. We avoid waste in all we do and hope you will join us in doing so too. Please dispose of these platters in your food waste.
Hot Bowl Meals come with china bowls & forks for service. These are reusable and will be collected by us after use
Canapes are presented on Aqua platters. A semi opaque green tinted plastic platter that is reusable. We will collect these after your use.
Serviettes & Plates
Plates or serviettes are not supplied unless specifically ordered and will be chargeable.
Substitutions may rarely have to be made on the delivery day without notice, particularly for late or same day orders.
Allergens, Ingredients & Dietary Requirements
Our food is presented on platters with vegetarian & vegan food on separate platters and labelled accordingly.
Our menus state the dietary status (vegan, vegetarian, free from gluten ingredients, 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 and ingredient information for all our food is available when ordering on our website and will be listed on the back of the delivery note for your order which is emailed to you the evening before delivery. For individuals with diet specific needs who require a meal on a separate, individual platter, our Individual & Dietary Menu offers various meals designed to satisfy the main dietary requirements.
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 as delivery or the following day. Any breakages or loss of equipment will be invoiced at cost.
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 deliveries are generally possible but not guaranteed.
Weekend orders should be placed by 12:00 on Thursday by email. 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.
Weekend Order Menu Limitations
Saturday orders can only be for Sandwich Lunch Menu, Hot & Cold Box Meals, Canapes
Sunday orders can only be for Sandwich Lunch, Cold Box Meals
Orders are placed on our website www.edencaterers.london. If for any reason you cannot do so, orders can be taken by email. If you need help with an order do please call us.
Menu Order Deadlines
Menu Order Deadlines 12:00 prior working day
Breakfast 12:00 prior working day
Sandwich Lunch 12:00 prior working day
Dietary & Individual Menu Boxed by Eden 12:00 prior working day
Bowl Food 12:00 prior working day
Forks & Salads Afternoon Tea 12:00 prior working day
Canapés 12:00 3 working days prior
Drinks 12:00 prior working day
Drinks (Alcoholic) 12:00 3 working days prior
Staff & Equipment Hire 12:00 7 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 confirmation.
Cancellation of an order must be made in writing.
When an order is cancelled or reduced the following charges will apply:
Order cancelled or reduced after 12:00 on the working day prior to delivery – 100% charge.
All other menus:
Order cancelled or reduced after a particular menu’s order deadline time (see above table) - 50% charge unless:
Order cancelled or reduced after 9.00am on the day of delivery – 100% charge.
Non-alcoholic: Cancellation after 12:00 prior working day of delivery – 100%
Alcoholic: Cancellation within 72 hours of delivery – 100%
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 earliest delivery time for breakfast is 8:00am.
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.
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 your confirmed order, we may charge for a taxi if required.
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.
Vat is chargeable on all items at the current rate.
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.
We consider our food and service to be very good value and do not therefore give discounts unless you are a charity in which case you will receive a 5% discount.
Orders placed before the menu’s deadline time (12:00 on the working day prior to the delivery day) for deliveries to central London postcodes below during office hours (08:00-17:00) are free of charge. Modest charges will be made for deliveries outside these times or postcodes.
Postcodes qualifying for Free Delivery: E1, E2, EC1 EC2, EC3, EC4, N1, NW1, SE1, SE11, SE17, SE5, SW1, SW3, SW7, SW8, W1, W2, WC1, WC2, W1, W2, SW1, SE1, SE11, SW7
Orders which include significant amounts of equipment may be delivered direct from our equipment supplier and, if so, this will incur a delivery charge.
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 can be made by cheque, card or bank transfer. Our bank details are:
Account Name: Eden Caterers Ltd
Account Number: 30325082
Sort Code: 20 – 83 – 02
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.
Tree Planting Scheme
We plant a tree in the UK for every fourth qualifying order you place with us (terms and conditions apply). You will receive an email each quarter notifying you of trees planted.
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.
We aim to minimise 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 melamine platters for re-use and ask that you keep them for our drivers to collect. The palm leaf platters can be put into food waste and composted.
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 this 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.
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.
Have a question about our service? Call us on 020 7803 1212