Policy
Last updated September 4, 2026. This is how we handle money, food, and mistakes. If something we cooked is wrong, we fix it here — we do not hide behind fine print.
A 50% deposit confirms your date and lets us order perishable product and book staff. The balance is due 72 hours before service for events, or on delivery for drop-off platters — e-transfer, debit, or major credit card. HST is extra on all amounts.
Deposits are applied in full to your invoice. They are refundable only under the cancellation rules below.
More than 14 days before the event: full deposit refund, minus any custom-printed menus, cakes, or specialty product already purchased for you.
8–14 days before: 50% of the deposit is kept. The rest is refunded, or you may apply the full deposit as a credit if you rebook within 90 days.
7 days or less, or a no-show: the deposit is kept. Food is already on order. We will still apply it as a credit if you rebook within 90 days and we can use the product.
We cancel or we are more than 60 minutes late to a timed service: you choose a new date or a full refund of everything paid, including the deposit.
Rescheduling once, with 14 days’ notice (7 days for drop-off platters), is free. After that we may charge a $75 booking fee.
The final headcount is due 72 hours before service. That number is what we cook and what we bill, even if fewer people attend.
You may increase the count after the deadline if the kitchen can source it. Decreases after 72 hours are not refunded. A 5% overage is cooked on plated events so late arrivals still eat — it is already in the per-person price.
Boxed lunches and buffets are prepared to the confirmed count. Once packed, they cannot be returned for a change of menu, a meeting that ran long, or leftovers you did not want.
If we miss a labelled allergen that you put in writing on the order, we replace that guest’s meal the same day at no charge or refund that guest’s portion. If the food arrives cold when it was quoted hot, or more than 30 minutes past the agreed window for a reason we own, we refund 25% of the food total or replace the affected trays.
A wedding menu is a custom good. After the tasting sign-off with Chef Glenn Cherny (or written menu approval if you skipped a tasting), there is no refund for preferring a different Italian or French dish, a plate you saw on someone else’s table, or a cake from another baker that did not match.
If a course we plated is inedible — wrong protein, undeclared allergen, or a service failure we caused — we pull it, replace it, or refund that course. We do not refund an entire wedding because one dish was not a favourite.
Tasting fees are credited to the final invoice when you book. If you do not book, the tasting fee is kept. Tastings under 40 guests are not credited.
Drop-off food is perishable. After it leaves Suite 501, 235 St. Clair Avenue West there is no refund for deciding you ordered too much, a flavour you already approved, or a board that looks different in your lighting than it did in ours.
If a sealed tray is leaking, a board is missing an item on the written packing list, or we delivered to the wrong address, tell us within 2 hours of the drop. We replace or refund the affected item the same day when the kitchen is open.
Same-week rush orders cancelled inside 48 hours keep the deposit.
Catering is a service, not a stored product. If something is wrong — temperature, missing trays, an allergen miss — tell us during the event or within 2 hours of drop-off. We will send a replacement from the kitchen or a refund for that item.
We do not refund after food has sat unrefrigerated, been mixed with other vendors’ dishes, or been eaten past the 2-hour window. We will still look at a photo and say honestly if it was our fault.
Email inquiries@spicenslicecatering.com or call (365) 341-5527 with your invoice number, a short description, and photos of the food or packing list. We respond within two business days.
Approved refunds go back to the original payment method within 10 business days. We do not issue cash refunds over $200.
This policy is governed by the laws of Ontario. Nothing here limits rights you have under the Consumer Protection Act, 2002 that cannot be waived.