Booking Terms, Conditions, Cancellations & Amendments Policy
This policy outlines the terms and conditions for cancelling or amending bookings with Somerset
Sizzlers Ltd. It ensures fairness for clients while protecting our business from financial loss and operational disruption associated with reserved event dates and preparation.
Section 1Booking Confirmation
A booking with Somerset Sizzlers Ltd is only confirmed when:
1. The completed Booking Form is received and signed by both the client and Somerset Sizzlers Ltd.
2. The agreed deposit has been paid in full.
3. A unique booking password has been created by the client for use in any cancellation or amendment requests.
4. Somerset Sizzlers Ltd has issued a formal Booking Confirmation via email.
Bookings are made for a specific date and time, and therefore cannot be considered provisional.
Clients must ensure all information provided is accurate, including access conditions, expected guest numbers, service times, and facilities available on-site. Failure to provide accurate details may affect Somerset
Sizzlers Ltd’s ability to deliver the service and may result in cancellation under the client’s responsibility.
No booking will be treated as confirmed on the basis of verbal discussions, social media messages or provisional enquiries alone.
1.1 Insurance
Somerset Sizzlers Ltd maintains appropriate public liability, employer’s liability and product liability insurance.
Evidence can be provided upon request.
1.2 Providing Accurate Contact Details
The client is responsible for ensuring that Somerset Sizzlers Ltd has correct and up-to-date contact information for all booking-related communication.
1.3 Quotes Are Time-Limited
All quotations issued by Somerset Sizzlers Ltd are valid for 30 days unless otherwise stated. Prices may be adjusted after this period due to changes in supplier costs, availability, or operational requirements.
Section 2Cancellation Timeframes & Refund Conditions
2 Cancellation Timeframes and Refunds
2.1 a Cancellations Made Within 24 Hours of Booking (Full Refund Conditions)
A client may receive a full refund of all amounts paid if both of the following conditions are met:
1 The cancellation request is submitted within 24 hours of the booking being made, and
2 The event date is more than 6 months away at the time of cancellation.
Booking Terms, Conditions, Cancellations & Amendments Policy
If a cancellation is made within 24 hours but the event is less than 6 months away, the full refund does not apply, and the terms in Section 2.2 will apply instead.
2.1 b Cancellations Made More Than 24 Hours After Booking but More Than 6 Months Before the Event
If a client cancels more than 24 hours after the booking and the event date is still more than 6 months away,
Somerset Sizzlers Ltd will refund 50% of the deposit paid.
This reflects early cancellation while also covering administrative time, preliminary planning, and loss of the reserved date.
2.1 c Cancellations Made More Than 24 Hours After Booking and Within 6 Months of the Event
If a client cancels their booking more than 24 hours after the booking is made and the event date is less than
6 months away, the deposit will be fully non-refund able.
In addition:
Somerset Sizzlers Ltd may apply further charges where costs have already been incurred, such as food preparation, staffing allocation, travel planning, or supplies purchased.
For cancellations made within 7 days of the event, the full remaining balance may still be payable, as set out in Section 2.4.
This ensures that losses arising from reserved dates, preparation time, and operational commitments are covered.
2.2 Cancellations After the Initial 24-Hour Period
Once the 24-hour grace period has passed, the deposit becomes non-refund able, unless Section 2.1 b
(cancellations more than 6 months before the event) applies.
This is due to:
Event dates being reserved exclusively for the client
Loss of potential business from other enquiries for the same date
The deposit amount will always be discussed and agreed with the client during the booking process.
2.3 Date-Sensitive Service Exemption
All bookings relate to a fixed event date. As such, this contract is exempt from the statutory 14-day cooling-off period under the provisions for leisure services for a specific date. By making a booking, the client agrees that
Somerset Sizzlers Ltd may begin preparations immediately.
2.4 Short-notice Cancellations
Cancellations made within:
7 days or fewer before the event may still incur the full remaining balance due to food purchasing, staff allocation and preparation time.
As a general rule, cancellations within 7 days of the event will result in the final balance remaining payable, due to costs already committed.
Booking Terms, Conditions, Cancellations & Amendments Policy
Somerset Sizzlers Ltd will assess these cases individually but reserves the right to retain outstanding charges where necessary.
2.5 Refund Processing Timeline
Where Somerset Sizzlers Ltd approves a refund under this policy:
Refunds will be processed within 14 days.
Refunds will be issued to the original payment method.
This ensures fairness, transparency and consistency in refund handling.
Section 3How to Cancel a Booking
Clients may cancel their booking using the following methods:
Email: somersetsizzlers@outlook.com
Phone: 07481 505 152
To protect against unauthorised changes:
The client must provide the booking password created at the time of booking.
Somerset Sizzlers Ltd will send written confirmation of the cancellation by email. Until this is issued, the booking remains active.
The effective time and date of cancellation will be the time at which Somerset Sizzlers Ltd receives the written cancellation.
Telephone cancellations must be confirmed in writing by both the client and Somerset Sizzlers Ltd. A cancellation will not be considered valid or effective until:
1 The client submits written confirmation of the cancellation (email is acceptable), and
2. Somerset Sizzlers Ltd issues written confirmation back to the client.
Until both written confirmations have been exchanged, the booking will remain active and all payment obligations will continue to apply.
Section 4Amendment Policy
4 Amendment Policy (Changes to Bookings)
Clients may request changes to their booking. Amendments include, but are not limited to:
Changes to event date or location
Changes to service times
Changes to number of guests
Menu alterations
Booking Terms, Conditions, Cancellations & Amendments Policy
Updates to access or site conditions
All amendments must be requested in writing via email by the named client on the Booking Form.
Substantial amendments (such as date changes or significant changes to guest numbers) requested less than
7 days before the event may be refused or treated as a cancellation. A revised quote may be issued in these circumstances.
Somerset Sizzlers Ltd may:
Approve amendments where operationally possible
Apply additional charges if amendments affect staffing, preparation, or travel
Reject amendments where they cannot be reasonably accommodated
Treat substantial amendments (e.g., date changes) as cancellations, and apply the cancellation terms accordingly
Amendments are not confirmed until Somerset Sizzlers Ltd provides written acceptance.
Section 5Guest Numbers & Service Adjustments
5 Guest Numbers and Service Adjustments
Clients must confirm their final guest numbers by the date agreed during the booking process.
If guest numbers increase:
Charges will be adjusted to reflect additional portions, stock, and staffing.
Somerset Sizzlers Ltd must receive adequate notice to accommodate increases.
Final guest numbers must be confirmed no later than 21 days before the event date.
If guest numbers decrease:
Somerset Sizzlers Ltd reserves the right to maintain the originally agreed price.
Significant reductions may require adjustment of the service offering.
Somerset Sizzlers Ltd is not responsible for catering beyond the confirmed guest count unless agreed in writing.
Section 6Payment Terms & Non-Payment Cancellations
The client will be informed of all payment deadlines during the booking process, and these will also be recorded on the Booking Form.
The following terms apply:
1 Deposit Payment:
- A deposit must be paid to secure the booking.
Booking Terms, Conditions, Cancellations & Amendments Policy
- The deposit becomes non-refund able after 24 hours from the time of booking.
2 Final Balance:
- The final balance must be paid by the due date agreed at booking.
- Somerset Sizzlers Ltd will confirm the amount and payment deadline in writing.
3 Late or Missed Payments:
If payment is not received by the agreed date, Somerset Sizzlers Ltd reserves the right to cancel the booking. Any cancellation resulting from non-payment will be treated as a client-initiated cancellation, and the cancellation policy will apply in full, including the retention of the deposit. Somerset Sizzlers Ltd is not required to provide services until full payment has been made.
This ensures clients clearly understand their financial obligations and allows Somerset Sizzlers Ltd to plan staffing, purchasing, and logistics effectively.
Section 7Exceptions Clause
Somerset Sizzlers Ltd may waive cancellation fees, including the non-refund able deposit, in exceptional and unavoidable circumstances, such as:
Medical emergencies or hospitalisation
Bereavement of an immediate family member
Severe weather making the event unsafe
Other extraordinary circumstances, reviewed individually
Clients must submit an email request outlining the circumstances, with supporting evidence where appropriate. Somerset Sizzlers Ltd will review and respond in writing.
Any decision to waive fees under this clause is at the sole discretion of Somerset Sizzlers Ltd and does not create a precedent for future bookings.
Section 8Business’s Right to Cancel
Somerset Sizzlers Ltd may cancel an event due to unforeseen circumstances, including:
Natural disasters or severe weather
Government restrictions or public health emergencies
Essential equipment failure
Significant supply chain disruption
Booking Terms, Conditions, Cancellations & Amendments Policy
Road closures preventing access
Staff illness that compromises safety or service quality
If Somerset Sizzlers Ltd must cancel, clients will receive:
A full refund, or
The option to reschedule to a suitable alternative date
Somerset Sizzlers Ltd is not responsible for costs incurred by the client from third-party suppliers.
In addition to the above reasons, Somerset Sizzlers Ltd may also cancel a booking due to:
Hazardous weather conditions making operation unsafe (high winds, heavy snowfall, dangerous ground conditions)
Road closures, travel disruption or vehicle restrictions preventing access to the venue
Supplier shortages or safety-related product recalls
Disturbance or misconduct from guests that compromises staff or equipment safety
If cancellation is required:
Somerset Sizzlers Ltd will notify the client as soon as reasonably possible
A full refund or alternative date will be offered
Somerset Sizzlers Ltd accepts no liability for additional losses such as venue fees, decorations, entertainment, or other third-party costs
8.1 Force Majeure (Protection From Circumstances Beyond Control)
Somerset Sizzlers Ltd shall not be held liable for any failure or delay in performing its obligations where such failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to:
Extreme or dangerous weather conditions
Natural disasters (e.g., floods, storms, fire, earthquakes)
Acts of terrorism or civil unrest
Public health emergencies or epidemics
Mandatory government restrictions or emergency measures
Unexpected road closures or major transport disruptions
Industrial action or strikes
Power failures or essential utility interruptions
Vehicle breakdowns not caused by negligence
Supplier shortages or product safety recalls
Booking Terms, Conditions, Cancellations & Amendments Policy
Where a Force Majeure event prevents Somerset Sizzlers Ltd from fulfilling the booking:
The company will inform the client as soon as reasonably possible
A rescheduled date or refund will be offered
Somerset Sizzlers Ltd will not be liable for any additional costs, losses or damages incurred by the client as a result of the cancellation
If Somerset Sizzlers Ltd is required to cease service part-way through an event due to safety concerns or circumstances listed in this section, any refund will be assessed on a case-by-case basis, taking into account costs already incurred and services already delivered.
This clause ensures Somerset Sizzlers Ltd is protected in situations where service delivery is impossible, unsafe or restricted by events outside the company’s control.
Section 9Complaints Procedure
If a client has concerns regarding the application of this policy, they may submit a complaint using Somerset
Sizzlers Ltd’s Compliments & Complaints Form, available on request or via our website.
All complaints will be acknowledged and handled in line with our customer service process.
If a client wishes to raise a concern regarding their booking, cancellation, fees, or event experience, they may do so by completing the Somerset Sizzlers Ltd Compliments & Complaints Form, available on request or via the company website.
The client may submit their form via:
Post
Hand delivery at the event (if appropriate)
Upon receipt:
1. Somerset Sizzlers Ltd will acknowledge the complaint within a reasonable timeframe.
2. The complaint will be reviewed by an authorised representative.
3. A written response will be provided, outlining findings and any action taken.
4. Somerset Sizzlers Ltd aims to provide a written response to complaints within 14 days of receipt.
Complaints relating to data handling or privacy will be managed in accordance with the Somerset Sizzlers Ltd
Privacy Policy.
Section 10GDPR & Privacy Policy Compliance
10 Data Protection & Privacy
Booking Terms, Conditions, Cancellations & Amendments Policy
Somerset Sizzlers Ltd is committed to protecting client data in accordance with the UK General
Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Any personal data provided during the booking, amendment or cancellation process will be:
Handled securely
Accessed only by authorised personnel
Used solely for the purpose of managing the event and providing the agreed services
Personal data provided during cancellation or amendment requests will be handled in accordance with
Somerset Sizzlers Ltd’s Privacy Policy.
Somerset Sizzlers Ltd’s Privacy Policy is available on request or via our website.
Clients may request access to, correction of, or deletion of their personal data as outlined in the Privacy Policy.
10.1 Photography & Marketing Use
Somerset Sizzlers Ltd may take photographs of the food trailer or service setup for marketing purposes. No identifiable images of guests will be used without consent.
10.2 Photography by the Client
Clients must obtain consent from Somerset Sizzlers Ltd before using photographs of our staff or branded equipment for commercial purposes.
Section 11Client Agreement
By signing the Booking Form, the client confirms that:
They have read and understood this Cancellation & Amendment Policy
They agree to all terms and conditions set out within it
All information provided to Somerset Sizzlers Ltd is accurate
For online bookings, clients must sign the agreement to confirm acceptance, by downloading and submitting to
Somerset Sizzlers Ltd via email.
Where the Booking Form is signed on behalf of an organisation, the person signing confirms they have authority to enter into this agreement on the organisation’s behalf.
Section 12Policy Visibility
This policy is made available:
On the Somerset Sizzlers Ltd website
On booking forms
Booking Terms, Conditions, Cancellations & Amendments Policy
With quotes and estimates
With invoices
In booking confirmation emails
Clients are encouraged to read it before finalising any booking.
Section 13Access, Facilities & Client Responsibilities
To ensure Somerset Sizzlers Ltd can operate safely and effectively at the event location, the client must:
1 Provide accurate, up-to-date information regarding:
- Access restrictions
- Ground type and stability
- Required pitch size
Safety requirements or limitations Waste disposal and recycling provisions available on-site
2 Ensure the event location provides:
A firm, level surface able to support the Somerset Sizzlers Ltd food trailer
- Clear access routes for arrival and departure
- Adequate space for set-up and safe operation
Any required permissions or licences for trading on the site
If Somerset Sizzlers Ltd arrives at the venue and finds that access is restricted, the pitch is unsuitable, or conditions are unsafe, Somerset Sizzlers Ltd reserves the right to refuse service.
In these cases, the event will be treated as a client cancellation, and the deposit will not be refunded.
This ensures the safety of staff, equipment and the general public while protecting the business from loss of income.
13.1 Delays Caused by the Client
Somerset Sizzlers Ltd is not responsible for delays caused by the client, venue, guests or third-party suppliers.
Where such delays impact service delivery or food quality, Somerset Sizzlers Ltd accepts no liability.
13.2 Weather-Proofing & Shelter Responsibility
The client is responsible for providing adequate shelter if service is required in exposed outdoor locations and weather conditions may affect food safety or staff welfare.
13.3 Breakages, Losses or Theft
Booking Terms, Conditions, Cancellations & Amendments Policy
The client will be responsible for losses or theft of Somerset Sizzlers Ltd property occurring during the event where adequate site security is not provided.
13.4 Client Responsibility for Venue Permissions and Compliance
It is the client’s responsibility to ensure that the chosen venue permits the use of external caterers, generators, and mobile food units. Somerset Sizzlers Ltd accepts no liability where a venue refuses access or restricts operation on the day of the event.
13.5 Providing Accurate Event Timelines
Somerset Sizzlers Ltd cannot be held responsible for service disruption caused by incorrect or incomplete event schedules provided by the client or venue.
Section 14Consumer Contract Regulations – Cooling-Off Exemption
Somerset Sizzlers Ltd provides catering services for specific event dates, which fall under the exemption for
“services related to leisure activities where the contract provides for a specific date or period of performance” under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This means:
The statutory 14-day cooling-off period does not apply to bookings with Somerset Sizzlers Ltd.
By placing a booking, the client expressly agrees that Somerset Sizzlers Ltd may begin preparations immediately, including securing stock, staff allocation, and reserving the event date.
As a result, the usual right to cancel a distance or off-premises contract within 14 days does not apply to this type of service.
This exemption is standard for event catering and ensures that Somerset Sizzlers Ltd can make the necessary operational arrangements to secure and deliver the service for the agreed event date.
Section 15Minimum Spend Requirement
Somerset Sizzlers Ltd may apply aminimum spend requirement depending on the event type, menu selection, guest numbers, and location. This will be communicated during the booking process.
If final guest numbers or menu selections fall below the agreed minimum spend, the client understands that the minimum charge will still apply.
This ensures operational and staffing costs are covered and supports the financial viability of the event.
Section 16Travel Costs, Parking & Additional Charges
Travel costs may apply depending on the event location. These costs may include, but are not limited to:
Mileage or fuel surcharges