TERMS & CONDITIONS

 

By placing an order with Cherry Moo, you are agreeing to the following terms and conditions:

 

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Order & Payment

Your order isn’t confirmed until your payment has gone through successfully. If a payment attempt is declined, we’re unfortunately unable to hold the order.

Collection Details

Please double-check that your collection details are correct when placing your order. It’s really important to choose the right collection day/time. We can’t take responsibility for any items that perish due to incorrect details being provided.

If you spot a mistake after ordering, don’t worry—just send us an email or message as soon as you can, and we’ll be happy to fix it for you.


Placing an Order

Online Ordering & Payment

When placing an order online, you’ll be required to pay the restaurant/takeaway for the food (and any additional products or services) you choose, along with any delivery charges if they apply.

Our payment provider accepts the following methods:

  • Credit / Charge Cards: Visa, Mastercard, American Express

  • Debit Cards: Visa, Delta, Maestro, Switch

Before confirming your order or booking, please take a moment to check that everything is correct. It’s your responsibility to review your selected items or services carefully.

If you have any questions about your order—whether it’s about ingredients, cooking methods, pricing, availability, or if you believe something may have been calculated incorrectly—please contact Cherry Moo directly. Once your order or booking has been processed, you’ll receive a Confirmation Email at the address you used during registration.

If your payment is declined, we’ll let you know, and your order will not be processed.

If Cherry Moo is unable to accept your order for any reason, you’ll be notified by email. Occasionally, circumstances may prevent us from being able to prepare or deliver an order in time, and in such cases, we may need to reject it.

COLLECTIONS

All collections are pre-booked, and we kindly ask that you arrive at your allotted time. If you’re more than 10 minutes late, your order will be taken back into storage. We completely understand that life happens—so if you’re running late for any reason, please let us know via email or social media. We’ll always do our best to re-place your order in the collection box if it’s convenient to do so. However, if another customer is booked for the next time slot, they will take priority should you arrive at the same time. Cherry Moo reserves the right to cancel your order if we haven’t heard from you and you’re unable to collect.

Please note that Cherry Moo operates from a domestic location, so adjusting your collection time to “after closing” may not always be possible.

Order Rejection

Cherry Moo hold a complete right to reject your order request at any time after receiving your order because of many reasons like if they are too busy, food unavailability, weather conditions or any internal issues etc. In such a case, if your payment is already processed, your amount will be refunded back to you.


Order Cancellation Policy

  1. Cancellations Within six Hours of Collection
    If you cancel your order within six hours of your scheduled collection time, you will receive a partial refund. A £2.50 administration fee will be deducted from your refund to cover the loss of the collection slot, which could have been allocated to another customer.

  2. Repeated Cancellations or Failure to Collect
    If you repeatedly cancel orders or fail to collect your full order at your scheduled collection time, you may be charged a £2.50 administration fee. This charge reflects the disruption caused to scheduling and availability for other customers.

Please note: We do not offer credit for future purchases. Customers requesting a refund will receive it in the original form of payment only.

Order Cancellation by the Customer

If you wish to cancel your order, you must notify us via email within 24 hours of placing your order in order to receive a full refund.
Your email must include:

  • Your full name

  • Your full address

  • Your order number

  • The item(s) you ordered

We cannot accept cancellations that do not include all of the above information.
We also cannot accept cancellations sent through social media messages under any circumstances.

Perishable Products

All of our artisan ice cream products are perishable. As such, they cannot be refunded, exchanged, or credited unless:

  • The product is of unsatisfactory quality, or

  • You have received the wrong item

In these cases, we will work with you to resolve the issue promptly.

 Checking Your Order

Please ensure that you inspect your order immediately upon collection or delivery. If you are unhappy with the condition in which your order has arrived, you must notify us within 24 hours of receiving your order to be considered for a refund, or exchange.

Issues With the Product Itself

If you are unhappy with the product itself (rather than the condition it arrived in), you have 14 days from the date of collection to contact us.
Please contact us via email only, as social media messages are not always monitored and cannot be accepted.

Providing Evidence

When reporting any issue with your order, please provide as much evidence as possible, including photographs where applicable, so that we can conduct a thorough investigation.
If Cherry Moo Ltd requests additional information, this must be provided within 48 hours of our latest correspondence.

Risk and Responsibility

The products will be at your risk from the moment they are collected.

Collecting Ice Cream Orders

If you are collecting ice cream, we strongly recommend bringing an insulated carrier and ice packs to keep your products properly frozen during transit.

Online Policy

This online privacy policy applies only to information collected through our online ordering websites and not to information collected offline.


Your consent

By using our sites, you consent to our terms and conditions and privacy policy.

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Allergies

We provide clear allergen information for each product on its specific product webpage and on every product label. However, Cherry Moo Ltd cannot be held responsible for any allergic reactions or adverse effects caused by our products. Some products may be prepared without certain allergens, but as they are made in a kitchen where these ingredients are present, we cannot guarantee the absence of trace allergens. Cross-contamination, while minimised, is always a possibility. It is your responsibility to ensure that any consumers of the product are fully informed of all allergen risks before consumption.


Intellectual Property

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You may not modify, copy, duplicate, distribute, sell, market and translate any information, including trademarks, photographs, imagery, text, logos and content appearing on this website, which is the sole property of Cherry Moo Ltd. Any use of this is strictly prohibited unless specific consent has been requested by you and subsequently agreed by the Director of Cherry Moo Ltd in writing.

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Cherry Moo Ltd reserves the right to use images of their design and goods created as a result of your purchase for marketing, promotional, competition and editorial purposes.

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Cherry Moo Ltd owns all rights, title and interest in and to the design created for your order and that it cannot be used outside of these express terms and conditions. 

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So far as any goodwill is generated by your use of the design, it shall accrue to the benefit of Cherry Moo Ltd.

 

General

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We have the right to review, revise and amend these Terms and Conditions from time to time, for example, to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.

Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the product you purchased.

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We will not be liable for errors or omissions on the site nor for loss or damage suffered by you as a result of any unavailability of the site or by any use by you or reliance placed on the site or its contents including any damage caused to your computer or otherwise howsoever, or any direct, indirect or consequential loss or loss of data.

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We will not be liable to you for the failure of any equipment, data processing system or transmission link and will not be liable to you as a result of any down-time which may occur upon the site.

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The site is provided “as is” and you acknowledge that despite our reasonable endeavours, the site may contain bugs, errors and other problems (including, but not by way of limitation) infection by viruses (despite anti-virus protections which may be incorporated) or anything else which may cause contamination or destruction of any sort that may cause system failures.

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We shall not be responsible to you for damages or otherwise in respect of any error made to any listing of or reference to products.

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You may not ‘deep link’’ by which we mean that you may not include a link to our site, or display the contents of our site, surrounded or framed or otherwise surrounded by content not originating from us without our prior consent. 

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These Terms and any dispute arising from them shall be governed by the laws of England and Wales.


WEDDINGS

TERMS AND CONDITIONS

 

Please read all terms and conditions carefully before paying for any service. By paying a booking fee or deposit, you are accepting all following terms and conditions.

 

Application

  1. These terms and conditions apply to the purchase of service and goods by you. (the consumer, client, or you)

  2. Cherry Moo Ice Cream of 30Fauld Drive, Quedgeley, Gloucestershire, GL2 2HL Email:icecream@cherrymoo.co.uk (the supplier, us or we)

  3. These are the terms on which you purchase our service. By ordering any of our services and paying any booking fee or deposit, you agree to be bound by these terms and conditions.

 

Services

  1. The description of our services and goods which you agree to purchase are that of the agreement in your bespoke quotation.

  2. It is your responsibility to ensure that all information, specification, and instructions are accurate at the time of ordering our service by way of a deposit.

  3. We withhold the right to make changes to our services, setup, and production to comply with applicable law and safety changes. You will be informed of any such changes if they affect any service which you have paid for.

 

Basis of Sale

  1. Sale of services are subject to availability, and only on receipt of a deposit payment will your date be secured and guaranteed.

  2. The package price stated on any quotation will be valid for a period of 14 days, at which point, price or costing changes may be applicable.

  3. Confirmation of payment being received will be sent by email.

  4. Any changes, requested by the customer, to the details of the agreed package regarding times, logistics and products will be considered, and we will endeavor to allow for such changes where possible.

 

Payment and Fees

  1. All stated prices are exempt of VAT. Cherry Moo is not a VAT registered business. If this changes, you, the consumer, will not be subject to any price increase if a service has been booked by means of a booking fee or deposit payment.

  2. Prices outlined on a quotation are valid for 14 days of the date of that quotation. Once a booking fee or deposit has been received, that quotation price is fixed and will not increase unless you instruct us to increase your package requirements.

  3. We will require a 20% non-refundable booking fee at the time of making the booking to secure our services if the event is more than 18 months away.

  4. Non-refundable Deposits 50% are required if making a booking with less than 18 months’ notice, unless agreed otherwise.

  5. Upon request, it may be possible to increase your package requirements. We cannot reduce the package in terms of value from the time a deposit is paid.

  6. Final balances will be invoiced 1 month prior to the event date. Settlement of this remaining balance is required no later than 2 weeks before the event date.

  7. If booking within 1 month of your event, full payment will be required at the time of booking.

    8. Early payments may be accepted on request; however, we encourage you to check your event insurance policies as all payments made within 18 months of your event are non-refundable.

 

Delivery

  1. Delivery of our service will be arranged with you prior to the event. Arrival time will be no later than 1 hour before service.

  2. Arrival and set up can be requested for the preceding day subject to availability but may incur additional charges.

  3. Arrival time may be requested for earlier in the day of the event to avoid disruption to an ongoing event. This will be negotiated prior to the event and may incur additional charges.

 

Withdrawal, Postponement and Cancelation

  1. A booking fee is non-refundable as this will cover all administrative work, planning and testing, carried out on your event at the time of booking.

  2. Further deposits and payments will be refundable if the event is cancelled with more than 18 months’ notice.

  3. Any payments received within 18 months of the date of the event are non-refundable. Please check your event insurance for cancellation cover.

  4. Where possible, if the client wishes to postpone an event, or reschedule, Cherry Moo will endeavour to transfer the deposit payment to the new date where possible, further administrative fees may apply.

  5. In the event of a national or global pandemic, where the client is forced to reschedule their event, we will, where possible, transfer our agreed services to a rescheduled date with no additional administrative fees.

  1. If we are unable to deliver our services on the day of the event, due to an act of god, adverse weather conditions, or natural disaster, you will be entitled to a 50% refund.

  2. In the unlikely circumstance of Cherry Moo cancelling their services, due to a unforeseen mechanical failure, unrecoverable or unrepairable breakdown on route, failing to appear for any given reason, medical emergency, or staff sickness, 100% of the clients payment will be refunded.

 

Commitment, Responsibility and Liability

  1. We endeavour to provide all our services to the very highest of standards expected at Cherry Moo.

  2. Our production and services comply to all applicable laws including food safety, storage, transportation, and handling standards.

  3. All staff during production and on site at the event are fully trained and hold up to date food safety certificates

  4. It is the responsibility of the client to inform us of any known dietary requirements.

  5. Our liability extends to the service we have agreed to in writing.

  6. We are not liable for any illness, injury or death caused by the negligence of another customer, supplier, third party or venue.

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