Dulce De Rosette

DULCE DE ROSETTE — OFFICIAL BOOKING & SERVICE POLICY 1. ORDER REQUESTS & REQUIRED INFORMATION All order requests must include complete and accurate information, including but not limited to: flavor selections, design notes, servings required, and preferred pickup or delivery timeframe. Order requests that remain incomplete after 24 hours from the initial inquiry or final follow-up communication will be automatically voided. No date, time slot, or production capacity is held for incomplete requests, unsubmitted details, or unpaid invoices. 2. INVOICES, PAYMENTS & ORDER CONFIRMATION An order is not confirmed until an invoice has been issued and payment has been made in accordance with the deadlines below: 2.1 Standard Orders A non-refundable 50% retainer is due within 24 hours of invoice issuance. Failure to remit payment within this timeframe will result in automatic cancellation of the request. 2.2 Orders Requested Within 7 Days Custom orders placed fewer than seven (7) days before the requested pickup or delivery date are strictly subject to availability. For such orders, full non-refundable payment is required by 8:00 PM on the same day the invoice is issued. Nonpayment by the stated deadline will result in cancellation. 2.3 Remaining Balances A courtesy reminder for any outstanding balance will be sent approximately 24 hours prior to the scheduled pickup or delivery. 2.4 Rebooking After Cancellation Orders canceled due to incomplete information or unpaid invoices may be rebooked only with full payment upfront, regardless of how far in advance the new request is submitted. Rebooking is subject to availability and current pricing. 3. ORDER MODIFICATIONS Modifications to confirmed orders must be submitted as early as possible. Requests to alter flavors, design elements, sizes, or other specifications within 72 hours of the scheduled pickup/delivery are subject to: Availability at the discretion of Dulce De Rosette, and a $20 convenience fee, plus any additional ingredient or labor costs associated with the modification. Inspiration images may be used for general guidance only. Dulce De Rosette does not duplicate or replicate another artist’s exact work. By placing an order, the client acknowledges and consents to the baker’s creative discretion, except for name and age personalizations. 4. PICKUP POLICY Clients selecting pickup will be provided with the available pickup windows for their chosen date. At the time of pickup, appropriate handling and transportation guidelines will be provided, and cake-care instructions will be attached to applicable items. Once an order has been released to the client or their representative, full responsibility for the condition and safe transport of the items transfers to the client. No refunds or replacements will be issued for damage occurring after pickup or delivery. A 15-minute grace period is permitted for scheduled pickup windows unless prior arrangements have been made. After this period, pickup will be rescheduled based on the baker’s availability. Orders not claimed by 6:00 PM on the scheduled pickup date — without at least 24 hours’ prior notice requesting a new time — will be considered forfeited without refund. Forfeited items may be made available for public sale. 5. DELIVERY POLICY Clients requesting delivery must provide the complete delivery address and preferred delivery timeframe in the order form’s “Order Notes” section. Delivery includes transportation only and does not include setup services. For apartment complexes, deliveries will be made to the front entrance, designated delivery area, or leasing/home office of the complex. For security, access, and liability reasons, Dulce De Rosette does not deliver directly to individual apartment units. Clients are responsible for retrieving their order from the designated area promptly upon notification of arrival. A delivery fee of $1.15 per mile, round trip, applies, in addition to any applicable toll fees. 6. CANCELLATION POLICY 6.1 Client-Initiated Cancellations If the client provides at least three (3) days’ notice prior to the scheduled pickup or delivery date, the retainer may be transferred to a future order. Cancellations made with fewer than three days’ notice will result in the forfeiture of the retainer and any additional payments, which are non-refundable and non-transferable. 6.2 Baker-Initiated Cancellations In the rare event that Dulce De Rosette must cancel an order, the client will receive a full refund of all payments made. 7. AGREEMENT TO TERMS By submitting an order request, paying an invoice, or otherwise engaging Dulce De Rosette for services, the client acknowledges that they have read, understood, and agree to comply with all policies outlined herein. Dulce De Rosette reserves the right to amend or update these policies at any time in order to maintain quality standards, compliance, and efficient business operations.