Terms and Conditions

1. Payment

1.1 Deposit

To secure your event date, we take a deposit of 30% of the total booking price at the time of booking. Your date is confirmed once the deposit payment has succeeded.

1.2 Remaining balance

The remaining balance is due after your event. When we mark your booking as completed, we charge the remaining balance to the payment card you used for your deposit, which is securely stored by our payment provider (Stripe) for this purpose. We do not store your full card details ourselves.

1.3 Extra charges

Any additional charges — for example, additional guests confirmed after booking, or other agreed extras — will always be disclosed to you and explicitly agreed with you before we charge them to your stored card. We keep a record of your agreement to any extra charge.

1.4 Travel

Some locations include a travel contribution to cover the cost of travelling to and from your event. Where this applies, it is shown to you before you pay your deposit. Prices are in pounds sterling and include any applicable taxes.

2. Cancellation by You

We understand that plans can change. Because our work involves preparation and arrangements made specifically for your event, the following cancellation policy applies.

2.1 Cancelling 14 days or more before your event

You will receive a full refund of your deposit. As your remaining balance is not charged until after the event, there is nothing further to refund.

2.2 Cancelling within 14 days of your event

Your deposit is non-refundable, because by this point we have begun making arrangements specifically for your event, such as securing staff, purchasing ingredients, and arranging travel (see Section 6, Non-Refundable Costs). Your remaining balance will not be charged.

2.3 Exceptional circumstances

If you need to cancel within 14 days due to exceptional circumstances (for example, serious illness, family bereavement, or a natural disaster), please contact us within 48 hours of cancelling and explain the circumstances. We will review each request individually and may offer a partial refund of your deposit after deducting any costs we have already incurred. We will not ask you to provide medical certificates, death certificates, or other sensitive documentation.

2.4 How refunds are made

Any refund due is issued to your original payment method within 14 days of our refund decision.

2.5 Customer no-show

A customer no-show means that we attend the agreed venue at the agreed time, ready to perform, but are unable to proceed because the lead guest is absent or access to the venue is unavailable, after we have made reasonable attempts to contact you.

In this situation, the full booking price will normally remain payable, because our preparation, staffing, ingredients, and travel have been arranged in advance based on your confirmed booking. Your deposit is credited towards this amount, and we may charge the remaining balance to your stored card. We will deduct any material costs we actually avoid or recover, and we will never charge you more than the agreed booking price.

3. Cancellation by Us

If we ever have to cancel your confirmed booking — for example, due to circumstances beyond our reasonable control — you will receive a full refund of everything you have paid. Where we are able to, we will offer you an alternative date first.

4. Additional Guests Policy

It’s important that the number of guests at your event is confirmed well in advance to ensure proper planning and food preparation.

4.1 Guest confirmation

Clients must confirm the exact number of guests at least 14 days prior to the event. A confirmation message will be sent to the client 14 days before the event to confirm the guest count and any other relevant details (e.g., dietary requirements, allergies, special requests). The client must respond by the confirmation deadline.

Where you provide allergy or dietary information about another guest, you confirm that you have their permission to share it with us and that they have seen Strati’s Privacy Notice. We only collect a first name or other simple identifier for another guest where necessary to plan their requirements safely, not their full legal name. If the information relates to a child, you also confirm that their parent or guardian has expressly agreed to it being shared and has seen Strati’s Privacy Notice.

4.2 Extra guests

If additional guests arrive who were not confirmed in the original booking, an extra charge will apply to cover the additional cost of ingredients, staff, and food preparation. Charges for extra guests depend on the menu and the number of additional people, and will be communicated and agreed at the time of the event.

We cannot guarantee that extra food will be available for unconfirmed guests, as the menu and ingredients are prepared based on the confirmed guest count. If extra food is required, it may not be possible to provide a complete or equivalent menu.

4.3 Individual guest non-attendance

If some of your confirmed guests do not attend, the agreed booking price remains unchanged, as preparation is based on the confirmed guest count. This is different from a customer no-show (Section 2.5), which is where we are unable to deliver the event at all.

5. Rescheduling and Booking Transfers

5.1 Transfer requests

A booking can be transferred to a different date subject to availability. Transfer requests must be made at least 14 days before the original event date. If a transfer request is made less than 14 days prior to the event, a transfer may not be possible. If we can accommodate it, we will explain any reasonable additional costs and obtain your agreement before adding them to your balance.

5.2 Transfer process

To request a booking transfer, please email [email protected] with your booking details and preferred new date. Transfer requests will be considered based on the availability of dates and staff. If no suitable dates are available, the booking may be cancelled under the Cancellation by You policy.

6. Non-Refundable Costs

This section applies only when we consider a partial deposit refund following a cancellation within 14 days under Section 2.3. It does not reduce the full deposit refund promised for cancellations made 14 days or more before the event under Section 2.1.

6.1 Non-refundable costs

The following costs may be deducted from an exceptional-circumstances refund once incurred:

Ingredient purchases: ingredients are purchased in advance to ensure freshness and quality, and cannot be refunded once purchased.

Staffing costs: staffing is arranged in advance, and once booked these costs are non-refundable.

Travel and accommodation: any travel or accommodation expenses for the event, especially for remote locations, are non-refundable.

Preparation and event setup: costs for special ingredients or event-specific preparations (e.g., equipment hire) are non-refundable.

6.2 Disclosure of non-refundable costs

If you request a refund under exceptional circumstances, we will provide an itemised breakdown of the non-refundable costs already incurred.

7. Our Service and Your Statutory Rights

We will provide our services with reasonable care and skill, and the food we provide will be of satisfactory quality, as required by the Consumer Rights Act 2015. Nothing in these Terms and Conditions removes or reduces the statutory rights you have as a consumer.

8. Allergies and Dietary Requirements

Your event may involve guests with allergies, intolerances, or specific dietary requirements. To help us keep everyone safe:

You must tell us about all allergies, intolerances, and dietary requirements accurately and in full, and confirm them by the 14-day confirmation deadline.

We prepare food based on the information you give us and take reasonable care to accommodate the requirements you have told us about. However, we work in domestic and event kitchens and cannot guarantee a completely allergen-free environment or the total absence of cross-contamination.

We rely on the accuracy and completeness of the information you provide, and we are not responsible for reactions caused by allergies or requirements that were not disclosed to us.

Nothing in this section limits our liability for death or personal injury caused by our negligence (see Section 9).

9. Our Liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms and Conditions or failing to use reasonable care and skill. We are not responsible for loss or damage that is not reasonably foreseeable, for the condition or suitability of your chosen venue, or for the acts of your guests.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under the law of England and Wales.

10. Complaints

If something is not right, please tell us as soon as possible by emailing [email protected] so that we can put it right. We aim to acknowledge complaints within 5 working days and to resolve them promptly. If we are unable to resolve your complaint, we will let you know at that time whether we use an alternative dispute resolution provider. This does not affect your statutory rights.

11. Governing Law

These Terms and Conditions are governed by the law of England and Wales, and any disputes may be dealt with by the courts of England and Wales. If you live elsewhere in the United Kingdom, you keep the benefit of any mandatory consumer protections that apply where you live.

12. Agreement to Terms

By confirming your booking with Strati, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, including the Payment, Cancellation, Additional Guests, Rescheduling, Non-Refundable Costs, Allergies and Dietary Requirements, Liability, and Complaints sections. If you have any questions or need further clarification, please contact us at [email protected].