Terms and Conditions

{ General }

This website is operated by Mai at M Bakery. The definition of “Mai”or “Mai’s”, “her” and “she” refer to M Bakery. “Goods” is defined as baked goods other than weddings cakes. This includes cupcakes, cookies and popcakes.

Please read these terms carefully before agreeing to your bespoke contract. By signing your contract, you agree to be legally bound by the Terms & Conditions set out in this document. M Bakery reserves the right to update, change or replace any part of the Terms & Conditions at any time which will be announced at the time of publishing for audit trail purposes.

{ Design and consultation }

All wedding cakes and baked goods are made to order.  The designs are the result of information given to Mai and discussed during the design consultations either written or verbally.  The interpretation of the customer’s bespoke requirements and amendments to the design are approved by the customer during the order process. Written or verbal descriptions and visuals will be used to explain what the customer will receive.

M Bakery will do its best to match any colour requests for icing and sugar work but an exact pantone match is not guaranteed as colours can alter in different materials.  A perfect match is always aimed for but this is not always possible.

Wedding cake consultations are appointment only and will take about an hour to discuss your needs. Due to the time it takes to prepare and carry out the consultation, there is a £25 non-refundable charge however this is deducted from the cost of your cake if it is over £250.

Consultations will take place in The Humidor room at Hotel du Vin, The Sugar House, Narrow Lewins Mead, Bristol BS1 2NU. There is limited parking at the front of the hotel however if none are available, there is an NCP car park opposite on Rupert Street.

In order to provide you with the best possible experience, Mai will meet you in Bristol’s Hotel du Vin’s Humidor room and will greet you with either a glass of Prosecco, tea or coffee (as arranged) as well as a sample of her cakes and fillings. Please note that the samples provided are an example of the quality of the bakes. If you wish to have a specific cake flavour and filling as part of your consultation, Mai will be happy to accommodate this however a nominal fee will be applied to cover the cost of time and additional ingredients.

As this is a special event, Mai kindly requests that only the happy couple attend the consultation. This will allow a thorough assessment of the bride and groom’s idea of their perfect wedding cake. If you wish to have a box of cake samples to take home for parents and friends, please let Mai know in advance so it can be arranged. Extra samples are available at a nominal charge.

If you need to cancel the appointment, please let me know as soon as possible so I can look to rearrange the consultation. Please note that if cancellation is under 24 hours prior to the booking, a new appointment can be arranged however this may be subjected to another consultation fee which will not be taken off the final order.

All other orders for baked goods are designed and arranged via email for audit trail purposes. After Mai has received your order request, she will create an illustration and submit this to you for your approval. Due to the time taken to do this, a maximum of three illustrations are offered. If none of the designs suit your needs, it is recommended for the customer to supply their own illustration. If this is required, Mai will do her utmost to match the colours and images supplied however this cannot be guaranteed due to colour variation of computer monitors and settings and individual styling.

{ Allergies and special dietary requirements }

All allergy and dietary requirements should be discussed by the bridal couple during consultation.  Unless otherwise stated all M Bakery cakes contain butter, gluten (wheat) and eggs and are baked in a kitchen that may contain traces of nuts and alcohol.  Nut-free, gluten free and alcohol free cakes are currently not available however I will endeavour to ensure the cakes are created in an allergy free area to prevent any contamination however this cannot be fully guaranteed.

{ Fresh flowers or non-edible materials }

I am happy to supply fresh flowers for your cake or I can liaise directly with your chosen florist to make the necessary arrangements.  It is important to note that not all flowers are suitable for use on cakes and it is your responsibility to discuss with your florist those flowers that are safe to come into contact with food.

Your cake may contain some non-edible items such as ribbons, flower holders or wires in sugar flowers.  You are responsible for contacting your caterers and ensuring that they remove any such items before serving.

{ Design or quantity alterations }

Any alterations you wish to make to your ordered cake design must be confirmed at least one month for wedding cakes and one week for all other products prior to delivery date and in writing.  If the changes affect the cost then the balance will be adjusted accordingly.

{ Price quotations }

All quotes are made based on the time and ingredients used to create your cake(s) and are valid for 30 days from the quotation date.

{ Payment terms }

When the design of your wedding cake has been agreed by both parties, a 50% non-refundable deposit is required to secure the booking which will be issued upon agreement. The remaining balance is due six weeks prior to the big day and a gentle reminder will be issued to ensure that everything is in order for your cake. Failure to settle the balance six weeks prior to the delivery date may result in your order being cancelled.

Additional payments can be made to the run up of the delivery date if desired. If you wish to do this, please notify Mai so she can confirm that payments have been received and if the balance has been paid in full.

For all other baked goods, full payment is required once the design has been agreed by both parties and a contract and invoice will be issued. If the full balance is not settled within seven days on receipt of the contract, the order will be cancelled. M Bakery will not take responsibility for any inconvenience this may cause.

Payment is made by bank transfer only and details will be given on contract.

{ Cancellation policy }

Deposits for wedding cakes and full payment for other baked goods are non-refundable and non-transferable due to any loss of business from declining other bookings for that date.

For wedding cakes, if you cancel your order for any reason three to four weeks before the requested date, all other monies paid will be refunded. If your order is cancelled less than three weeks from the requested date, a refund will not be issued.

Cancellation must be made in writing via email to M Bakery and will only be deemed to take effect from the date your email is received.

In the very unlikely event that Mai has to cancel your order for any reason, she will notify you as soon as possible to discuss and arrange a suitable alternative. If this is not preferable, a full refund will be provided.

{ Delivery and set up }

M Bakery offers a delivery and set up service for all cakes and baked goods.  Cost is charged according to distance and time and a separate quotation is available on request.

Any damage to the cake(s) or baked goods once they have been delivered and set up at the required location is not the responsibility of M Bakery once a delivery slip has been signed for by the designated party. This can either be the person who has placed and paid the order or a designated named person given to Mai at the time of booking.

Should you need to transport your cakes or baked goods to a different location once they have been delivered, please consider the following:

When driving with your cake(s) or baked goods, these should be laid on a flat surface and be clean and free of any clutter or any objects that may damage your order. Due to the cakes and goods being fragile, it is highly recommended that non-slip mats are purchased before collection and for drivers to drive slowly and carefully, especially around corners.

{ Caring for your cake }

Keep your cake and goods in a cool dark place if consuming within an hour of delivery otherwise, store in the fridge until required. The cake and goods are best served at room temperature, therefore remove the cake from the fridge an hour before serving. Please note that these instructions will vary depending on the weather and so it is the customer’s responsibility to use their judgement when storing and serving the cake and goods.

Once cakes have been cut into, it is highly recommended that it is fully covered with cling film to prevent the sponge from drying.

{ Damages }

M Bakery accepts no liability for cakes that are damaged after they have been delivered to the agreed location.  M Bakery will provide a photograph as proof to say that the cake arrived in perfect condition or a customer’s signature. By signing the delivery slip, you are accepting the cake and confirm that any damages after this point are not the responsibility of M Bakery.  All M Bakery cakes and most baked goods are fragile and require care and attention when handling, storing and displaying to prevent damage occurring.

{ Complaints }

M Bakery sincerely hopes that you will always be satisfied with your order. In the event that you are unhappy, please notify Mai in writing to explain your dissatisfaction with photographic evidence of any damages or discrepancies. Any refund or compensation will be given at Mai’s discretion.