Refund policy
E-commerce Order Cancellation and Refund Policy
This policy applies to all ready-to-order products, customized cakes, and gift boxes sold through our online store (WooCommerce). As food items are perishable and often custom-made, all sales are considered final once preparation begins.
Product Status | Condition | Policy |
Defect/Quality Issue (CRITICAL) | Defect reported within 4 hours of pickup/delivery to support@cateringabeusaleh.ca, accompanied by clear photo evidence of the defect (e.g., severe damage, incorrect item/flavour). Physical return is NOT required. | We will fix our error: If the defect is confirmed, the client chooses one: (A) Receive a 100% full credit for the value of the incorrect item to be used on the next order (Our Preferred Solution), OR (B) Receive a 10% refund of the item’s price and keep the product (if usable). |
Simple Change of Mind/Dislike | Complaint based on personal taste or preference (non-defective product). | No Refund or Exchange. |
Order Cancellation (Timely) | For pre-ordered items canceled more than 72 hours before the scheduled pickup/delivery date. | Refund to the original payment method, less a 15% administrative fee (to cover ingredient sourcing and processing). |
Order Cancellation (Late) | Canceled less than 72 hours before the scheduled pickup/delivery date, OR if product preparation has begun. | No Refund. The full amount is forfeited. The customer is obligated to pay for the produced order. We can facilitate donation of the paid and produced item on the client’s behalf. |
This policy is governed by the laws of the Province of Alberta, Canada. By purchasing our services, you agree to these terms.
Workshop Enrollment Cancellation Policy
Due to the limited and exclusive nature of our small group classes (maximum 12 participants), we must adhere to a strict policy to ensure timely preparation of premium ingredients.
Action | Timeline | Policy |
Deposit | At the time of booking | The $20 CAD Deposit (or 15% of the course price) is non-refundable and non-transferable under all circumstances. |
Student Cancellation (General) | 15 or More Days Prior to Class Date | No Monetary Refund. The full amount paid (excluding the deposit) is converted into Store Credit for a future class or product. Credit must be used within 90 days. |
Student Cancellation (Late) | Less Than 15 Days Prior to Class Date | No Refund or Credit. All payments are forfeited. We encourage students to send a friend or colleague in their place (must notify us 24 hours prior). |
Force Majeure Transfer | Any time prior to class, with proof. | No Monetary Refund. If the student provides documented proof of a sudden, severe, unforeseen event (e.g., family death, serious accident) to workshops@cateringabeusaleh.ca within 3 days of cancellation, we will issue a one-time Course Credit valid for 90 days. |
Cancellation by ABEU-SALEH! | Anytime | Students receive a 100% full refund of all fees paid (including the deposit) or the option for full store credit. |
Payment Schedule: The full balance of the class fee is due 7 days (one week) prior to the scheduled class date. If the remaining balance is not received by this deadline, your spot may be forfeited without a refund of the initial deposit.
CANCELLATION POLICY (FULL CATERING SERVICE & EVENTS)
This policy applies to all confirmed corporate, private, and full-service event bookings. Our policy reflects the high cost of ingredient procurement, staffing commitment, and loss of business opportunities associated with reserving a specific date.
Commercial Condition | Requirement / Timeline | Policy | |
Booking & Date Reservation | At the time of contract signing. | A 60% Non-Refundable Deposit of the total estimated contract value is required, along with a signed service agreement. | |
Final Payment | 7 Days Before the Event Date. | The remaining 40% Balance must be paid in full no later than five (5) days prior to the event date. No event will proceed without proof of 100% payment. These terms are non-negotiable. | |
Late Payment Penalty (B2B) | Applicable for corporate clients requiring 30 day payment terms after the event. | If internal company policies mandate delayed payment, the total contract value (excluding tax) will increase by 5% for each month of delay (Applies WITHOUT EXCEPTION). [1] | |
Contract Adjustments | After final payment. | Any adjustments or changes to the menu or guest count must be finalized and approved by both parties no later than 7 days prior to the event. |
CANCELLATION PENALTIES (Loss of Deposit)
If the approved contract and purchase order are not executed or the service is cancelled by the client, the following penalties apply to the Total Contract Value:
15 or More Days Before the Event: The client forfeits 25% of the Total Contract Value (Covers planning and loss of date)
- 10 Days Before the Event: The client forfeits 50% of the Total Contract Value (Covers ingredient procurement and staff reservation penalties).
- 7 Days Before the Event: The client forfeits 100% of the Total Contract Value.
Contact for Cancellations: All cancellation requests must be submitted in writing to events@cateringabeusaleh.ca.
