Please review our policies regarding cancellations, rescheduling, complaints, and allergens.
We understand that plans can change. Our cancellation policy is designed to be fair to both parties.
Cancellations made more than 7 days before the scheduled event date will receive a full refund, minus any non-refundable deposits or fees already incurred.
Cancellations made between 3-7 days before the scheduled event date will receive a 50% refund of the total amount paid, as we may have already committed resources and ingredients for your event.
Cancellations made less than 3 days before the scheduled event date are not eligible for a refund, as all preparations will have been completed.
To cancel your event, please contact us as soon as possible via email or phone. Refunds will be processed within 5-10 business days.
We are happy to work with you to reschedule your event when possible.
Rescheduling requests made more than 7 days before the original event date can be accommodated at no additional charge, subject to availability.
Rescheduling requests made between 3-7 days before the original event date may incur a rescheduling fee of 15% of the total order value, depending on the changes required and our availability.
Rescheduling requests made less than 3 days before the original event date will be treated as a cancellation and rebooking, and are subject to our cancellation policy.
Please contact us as soon as you know you need to reschedule. We will do our best to accommodate your new date and time.
Your satisfaction is important to us. We take all complaints seriously and are committed to resolving issues promptly and fairly.
If you have a complaint about our service, please contact us within 48 hours of your event. You can reach us via:
We will acknowledge your complaint within 24 hours and aim to provide a resolution within 5 business days.
Depending on the nature of the complaint, we may offer:
We also welcome positive feedback and suggestions for improvement.
We take food allergies and dietary restrictions seriously. Please inform us of any allergies or dietary requirements when placing your order.
Our menu items may contain or come into contact with the following allergens:
While we make every effort to accommodate dietary restrictions, we cannot guarantee that our kitchen is completely free of allergens due to shared preparation areas and equipment.
Please notify us of any allergies or dietary restrictions at least 7 days before your event so we can discuss options and make appropriate accommodations when possible.
It is the customer's responsibility to inform us of all allergies and dietary restrictions. We cannot be held responsible for allergic reactions if we were not notified in advance.
To ensure we can provide the best service and properly prepare for your event, we have the following booking requirements:
We require a minimum of 7 days advance notice for standard bookings. This allows us adequate time to coordinate staffing, source ingredients, and prepare for your event.
We may be able to accommodate bookings with 3-7 days notice, depending on our availability and other obligations. Rush bookings are subject to a 25% rush booking fee in addition to the standard pricing. Availability is not guaranteed for rush bookings.
Bookings requested with less than 3 days notice are generally not available. Please contact us directly to discuss emergency or last-minute options, which may incur additional fees.
Las solicitudes de factura deben realizarse dentro del mismo mes calendario en que se haya efectuado el pago o prestado el servicio. No será posible emitir facturas correspondientes a meses anteriores una vez concluido el periodo fiscal. Es responsabilidad del cliente proporcionar correctamente sus datos fiscales y solicitar la factura dentro del plazo indicado.
For rush bookings or questions about availability, please contact us as soon as possible. We will do our best to accommodate your needs when possible.
Please review your order details carefully. Changes to orders must be requested at least 7 days before the event date.
A deposit may be required to confirm your booking. Final payment is typically due 3 days before the event date.
The customer is responsible for ensuring the venue is accessible and has appropriate space and facilities for our service setup.
Our standard service includes a 4-hour onsite slot (1 hour for setup, 2 hours for service, and 1 hour for breakdown). Additional onsite time beyond the scheduled 4-hour slot is charged at MX$595 per hour.
We are not liable for delays or cancellations due to circumstances beyond our control, including but not limited to natural disasters, government restrictions, or supplier issues.