Terms & Conditions | Dessert House

Plain-language promise: this page is written so it can actually be read. Nothing here is meant to catch you out — if a rule feels confusing, message us and we’ll explain it in a sentence.

1. Who we are

Dessert House is a small, independent cloud bakery kitchen run by Preeti Marandi. We bake from our own kitchen rather than a shopfront, and we take orders and answer questions over WhatsApp, Instagram and email. In these terms, “we”, “us” and “our” mean Dessert House and its baker; “you” means the person placing the order.

Because we sell food that is prepared by hand, these terms cover how orders are confirmed, what notice periods apply, and how we handle allergens, pickups and cancellations.

2. Placing an order

You can order by messaging us on WhatsApp, sending an Instagram DM, emailing us, or using the order builder on the Contact page. The order builder simply helps you write the message — it opens your own WhatsApp or email app so you can review and send it yourself.

An order is only confirmed once we reply with the price, the date and the pickup or delivery slot, and you accept that reply.
Nothing on this website takes payment, and sending a message through the site does not by itself create a confirmed order.
Please give us accurate details: item, quantity, date and time needed, pickup or delivery, flavours, colours and any dietary needs.
We may decline an order if we are fully booked, if the requested design is outside what we can bake well, or if the request raises a food-safety concern. If we decline, any amount already paid is returned.

3. Custom cakes & design requests

Custom work is priced and scheduled individually, so a few things are worth agreeing on in writing before we start:

Inspiration images. Send photos of the look you love. We will tell you honestly how close we can get with the flavours, sizes and time available.
Handmade means hand-made. Because every cake is decorated by hand, small variations in shade, texture, spacing and fresh fruit are normal and are not treated as defects.
Writing and spelling. Please double-check any name, date or message you want piped on to the cake. We copy exactly what you send.
Decorations. Some decorations (toppers, sticks, ribbons, plastic figures) are not edible. We will tell you which parts must be removed before serving.
Designs we won’t copy. We won’t reproduce another bakery’s exact design, or any copyrighted character or logo, without the permission of whoever owns it.

4. Pricing, advance & payment

Every order is priced individually, based on size, flavours, design detail, quantities and delivery distance.
You will always receive the full total on chat before anything is baked. That price includes any agreed delivery charge, and there are no hidden extras.
Custom cakes, cheesecakes, ice-cream and large party orders are confirmed with an advance, because ingredients are bought specifically for them. The balance is due on or before handover.
Payment details are shared on chat. Please keep the confirmation message — it is your receipt.
If prices for ingredients change significantly between your quote and your bake date, we will talk to you before proceeding — never after.

5. Changes, cancellations & refunds

Changes to flavours, sizes or dates are usually possible if the order has not been started. Just message us as early as you can.
You cancel: tell us as soon as possible. If we have not started and have not bought special ingredients, any advance is returned. If a custom order is already in progress, the ingredients and work already done may be deducted from the refund.
We cancel: if we cannot bake your order — for example because of illness, equipment failure or an unavoidable emergency — we will tell you immediately and return any amount paid in full.
Wrong details: if a cake is collected or delivered as agreed but the information you gave was incorrect (wrong date, name spelling, size, flavour or address), the order is not refundable.
Quality concerns: if something isn’t right, tell us within 24 hours of handover and include a photo. We will make it right — a replacement, a credit or a refund, whichever fits.
Fresh food that has been left in the heat, dropped during transport, or eaten after the window in section 8 cannot be refunded.

6. Pickup & delivery

Pickup is from our cloud kitchen. The exact address and your time slot are shared once the order is confirmed. Please arrive within your slot — fresh cream and cheesecakes suffer in a warm car.
Delivery may be arranged around the area for a small charge, confirmed with your quote. Ask on chat whether your neighbourhood is covered.
Risk in the goods passes to you at handover. From that moment, please follow the storage notes on the box.
Please make sure someone is present and reachable at the agreed delivery time. If nobody is available, we may have to return the order to the kitchen, and a second delivery attempt may be chargeable.
Delays caused by traffic, weather or anything outside our control will be communicated as soon as we know.

7. Allergens & dietary requirements

All baking happens in one kitchen that handles wheat, dairy, eggs, nuts, soy and chocolate. Because ingredients share equipment and surfaces, we cannot guarantee that any item is completely free of traces of an allergen.
Eggless, less-sweet and nut-free versions are available for most items — ask before ordering so the recipe can be adjusted from the start.
Please tell us about every allergy or dietary need when you order. We will be honest about what we can and cannot safely do; sometimes the safest answer is no.
We cannot accept responsibility for reactions caused by an allergen that was not disclosed to us at the time of ordering.
Descriptions of cake contents are always available on request.

8. Storage & shelf life

Every order leaves with a bake date and simple storing or reheating notes. Please follow them.
Cakes with fresh cream, cheesecakes, Korean buns and ice-cream should be refrigerated (or frozen, for ice-cream) and eaten within the window we give you — usually a few days.
Cookies and brownies keep best in an airtight box, away from direct sun and heat.
Once an order has left the kitchen, we cannot be responsible for how it is stored, carried or reheated.

9. Photographs & descriptions

We photograph our bakes as honestly as we can, but screens vary and hand-decorated items are never identical twice. Colours may look slightly different in person, seasonal fruit varies through the year, and portion sizes are approximate. Nothing on the site is a guarantee of an exact appearance, and menu availability changes with the season and the day.

10. Our content

All text, recipes, photographs and page designs on this website belong to Dessert House unless stated otherwise. Please don’t copy or reuse them for commercial purposes, including recreating our designs for another bakery business. Inspiration images you send us are used only to bake your order, and we will not publish a photo of your cake without asking you first.

11. Our responsibility to you

We take real care with every order. If something goes wrong, our responsibility is limited to the value of the order in question — a refund, a credit or a replacement. We are not responsible for indirect losses, such as a party being rescheduled, or for issues arising from information we were not given.

Nothing in these terms limits any right that consumer law gives you and that cannot be limited by agreement.

12. Changes to these terms

We may update these terms as the kitchen changes — a new service, a new delivery area, a new way of ordering. The version published on this page is the one that applies to your order, so it’s worth a skim before you place it. The date at the top of the page shows when it was last revised.

13. Contact us

Questions about an order, a quote or anything on this page? Reach us however you prefer — WhatsApp is usually quickest:

See also our Privacy Policy, which explains how your information is looked after.

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