Fluffy Puffin™ Terms & Conditions



Please read all terms and conditions carefully being paying for any service.



  1. These terms and conditions apply to the purchase of service and goods by you. (the consumer or you)

  2. Fluffy Puffin of 25 Curzon Street, Calne, Wiltshire, SN11 0DE. Email: hello@fluffypuffin.com (the supplier, us or we)

  3. These are the terms on which we sell our service to you, by ordering any of our services, you agree to be bound by these terms and conditions.



  1. The description of our services and goods are that of the agreement in your bespoke quotation and are as set out on our website, brochures, publications or other form of advertisement.

  2. It is your responsibility to ensure that all information, specification and instructions are accurate when ordering our service.

  3. We withhold the right to make changes to our services, setup and production to comply with applicable law and safety changes. You will be informed of any such changes.


Basis of Sale

  1. Sale of services are subject to availability and we will only ever ask for a booking fee or deposit once a date has been reserved subject to availability.

  2. The package price stated on any quotation will be valid for a period of 14 days.

  3. Once we receive your booking fee, the date of your event will be unavailable to book by any other party.

  4. Confirmation of payment being received will be sent by email as soon as the payment amount shows in our account.

  5. Any changes required by the consumer to the details of the agreed package regarding times, logistics, products and creations will be considered. The package price will remain as agreed.


Payment and Fees

  1. All spoken fees are inclusive of VAT

  2. The fees and prices that are stated on our website or during any enquiry are subject to change. Fees outlined on any quotation are valid for 14 days. Once a booking fee is paid that quotation price is fixed no matter how in advance of the event.

  3. Booking fees are 50% of the total package price.

  4. Final balances will be invoiced 1 month prior to the event and are to be paid no later than 2 weeks before the event. Early payment may be accepted on request.


  1. Delivery of our service will be arranged with you prior to the event. Arrival time will be no later than 1 hour before service.

  2. Arrival and set up can be requested for the preceding day subject to availability but may incur additional charges.

  3. Arrival time may be earlier in the day to avoid disruption to an event which may have already started. This will be negotiated prior to the event.

  4. If for any reason, regardless of reasons beyond our control, we are unable to fulfil the agreed service, we will give you as much prior notice as possible. You will be entitled to 100% refund of any fees paid, and wherever possible we will assist you to find an appropriate alternative to our services. 

  5. If we fail to deliver the agreed service on time, regardless of reasons beyond our control, you will be entitled to a refund proportionate to the delay of services up to 100%.

  6. If we fail to deliver the agreed service on the day, regardless of reasons beyond our control, you will be entitled to 100% refund of all fees paid.


Withdrawal and Cancelation

  1. A booking fee is non-refundable.

  2. Additional payments to the booking fee within 12 months of the date of the event are non-refundable.

  3. Additional payments to the booking fee may be refunded in full if more than 12 months’ notice if given.

  4. For the above reasons we advise that any remaining fees and balances are not settled earlier than 1 month prior to the event date. Please check your event insurance for their policy on cancelation cover.


Commitment, Responsibility and Liability

  1. We endeavour to provide all our services to the very highest of standards set by ourselves at Fluffy Puffin. We will never oversell our service or promise anything that we cannot deliver.

  2. Our production and services comply to all applicable laws including food safety, storage, transportation and handling standards.

  3. Please advise us of any known food allergies to any of your attendees prior to the event.

  4. Our liability extends to the service we have agreed to in writing. We are also liable for any illness, injury or death because of negligence or our legal obligations.

  5. We are not liable for any illness, injury or death caused by the negligence of another supplier, third party or venue.

©2020 Fluffy Puffin