Booking terms & conditions

Last updated: 18 September 2026

1. Who you are contracting with

Your contract is with KREAMY DELIGHTS LTD, a private limited company registered in England and Wales, company number 15557720, registered office 63b Brighton Road, South Croydon, Surrey, CR2 6EE. You can reach us on 020 8088 5431 or at [email protected].

2. How a booking is made

1. You send us your event details, by form, phone, WhatsApp or email.
2. We send you a written quote setting out the total price, what it includes, the deposit, and the cancellation terms. A quote is not a booking and holds no date.
3. Your date is held only once you have accepted the quote in writing and we have received the deposit. Until both have happened the date remains available to others.
4. We then send you a written confirmation with these terms attached. That confirmation is the contract.

3. Prices and what they include

Every booking is quoted individually, because the price depends on where you are, how long you need us, and how many guests we are serving. We do not publish a price list.

The price we quote is the total price. It includes travel within the quoted area, staffing, and the agreed serving period. Anything not included is itemised on the quote before you commit: extra hours, travel beyond the quoted area, congestion or parking charges, or a specific menu upgrade. We will never add a charge you have not seen.

4. Deposit and payment

• A deposit is payable to secure your date. The amount is stated on your quote.
• The balance is due before the event, on the date given in your confirmation.
• The deposit is non-refundable except as set out in section 5 and section 7, because from the moment we hold your date we turn away other bookings for it.

5. If you cancel

You can cancel at any time by telling us in writing. The following charges apply:

These figures reflect what a cancellation actually costs us, a date we can no longer sell, stock already bought, and staff already committed. If our actual loss turns out to be lower than the figure above, we will charge only our actual loss.

Moving your date. If you ask to move to another date and we are free, we will move your booking once at no charge, provided you ask more than 30 days beforehand.

6. If we cancel

If we cancel for any reason other than one in section 7, you get a full refund of everything you have paid, including the deposit, within 14 days. If we cannot attend because of a vehicle or equipment failure, we will try to send another van from our fleet first.

7. Weather and events outside anyone’s control

We trade in all weather and will not cancel because it is cold or raining. If severe weather, flooding, a road closure, an official emergency or another event genuinely outside our control makes it unsafe or impossible to attend, neither side is in breach. We will offer you an alternative date, or refund everything you have paid less any costs we have already unavoidably incurred.

If you cancel because of weather when we are able to attend, the section 5 charges apply.

8. What we need from you on the day

Our vans are large vehicles. To serve your guests we need you to arrange, at no cost to us:

• a firm, reasonably level surface we can park and serve from;
• vehicle access to that spot, and somewhere legal to park for the booking;
• any permission the venue, landowner or local authority requires;
• payment of any congestion, parking or site charge, unless your quote says otherwise.

Our vans are fully electric while serving, running on their own batteries, so we do not need a generator. If mains power is required for a particular booking we will say so on your quote.

If we arrive and cannot serve because access, permission or the surface is not as described, we will do everything reasonable to find a workaround. If we genuinely cannot serve, the booking is treated as cancelled by you on the day.

9. Serving times

We arrive in time to set up before your agreed start. If your event overruns and you want us to stay, we will if we can, charged at the hourly rate on your quote and agreed with you at the time.

If we are delayed by something within our control, we will extend the serving period by the time lost, or refund that proportion of the price.

10. Allergies and dietary requirements

Our products contain allergens, and our vans are a shared environment in which we cannot guarantee the absence of any allergen. Tell us about allergies when you book so we can prepare, and make sure guests with allergies speak to our staff before ordering. Full detail is on our allergen information page.

11. Our responsibility to you

We will provide the service with reasonable care and skill, as the Consumer Rights Act 2015 requires. We hold public liability insurance of £5 million and a 5-star food hygiene rating, and we will supply our risk assessments and certificates on request.

We do not limit or exclude our liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights, or for anything else the law does not allow us to limit.

Beyond that, we are responsible for loss you suffer that is a foreseeable result of our breaking this contract. We are not responsible for loss that was not foreseeable when the contract was made.

12. Photography

We sometimes photograph our vans at events for our own website and social media. We will not photograph identifiable guests without asking, and if you would rather we took no photographs at all, tell us and we will not.

13. Complaints

If something goes wrong, tell us as soon as you can, on the day if possible, so we have a chance to put it right. Email [email protected] or call 020 8088 5431. We will acknowledge within 5 working days and give you a full response within 28 days.

If we cannot resolve it between us, you may be able to use an alternative dispute resolution scheme, and we will tell you which one when we give you our final response. You can also take the matter to court. These terms are governed by the law of England and Wales, and nothing here affects your statutory rights.

14. Business, festival, school and local authority bookings

Where you are booking as a business, charity, school, festival organiser or public body, you are not a consumer, and the following replaces the corresponding sections above:

• The consumer protections in sections 5, 11 and 13 that derive from consumer law do not apply. Section 5’s cancellation scale still applies as a contractual term.
• Payment terms, liability caps and any indemnity are as set out in your quote or in a separate agreement, which takes precedence over this page where they conflict.
• We still do not exclude liability for death or personal injury caused by our negligence, or for fraud.
• We will supply our public liability certificate, risk assessments, COSHH assessment, hygiene rating and local authority trading documents as part of your supplier onboarding.

See also our privacy policy and allergen information.