Terms & Conditions

1. Orders & Dietary Requirements

Please provide us with all relevant information when placing your order, including the number of guests, delivery details, and any dietary requirements.

Please confirm any dietary requirements at least 3 days before the order date.

If any guests have food allergies or intolerances, please inform us in advance. While we take reasonable precautions when preparing food, we cannot guarantee that our food is completely free from allergens or traces of allergens.

Once an order has been confirmed, changes to the order may not always be possible and will depend on availability.

2. Prices

All prices are based on the information provided at the time of ordering.

Our prices may change due to increases in food, energy, transportation, and other operating costs. Prices are normally reviewed annually on 1st  January. If the price of an agreed order needs to change due to exceptional circumstances or a significant change in costs, we will inform you before proceeding.

3. Delivery

A delivery fee may apply depending on the order and delivery distance.

4. Deposit & Payment

A 30% deposit may be required to confirm your order.

Your order is considered confirmed once we have received the required deposit and agreed to provide the requested service.

The remaining balance is due on the delivery date, unless another payment arrangement has been agreed in writing.

We may offer food warmers for rent at €5 per day, plus a €20 deposit per warmer.

Food warmers must be cleaned and returned within 2–3 days in the same condition in which they were provided. Once the warmer has been inspected and returned in acceptable condition, the deposit will be refunded to the bank account provided by the customer.

5. Cancellation

If you need to cancel your order, please contact us as soon as possible.

If you cancel your order more than 3 full days before the order date, the deposit may be transferred as credit towards a future order, subject to our agreement and availability.

If you cancel within 3 days of the order date, the deposit will normally be forfeited and no refund or credit will be provided.

Any cancellation outside these terms will be considered on a case-by-case basis.

Nothing in these cancellation terms affects any mandatory rights you may have under applicable Dutch consumer law.

6. Cancellation by Charcoal Foods

Although we make every reasonable effort to fulfil confirmed orders, circumstances may occasionally arise that prevent us from doing so. If we are unable to fulfil an order due to circumstances beyond our reasonable control, such as serious supply problems, accidents, strikes, transportation problems, or the unavailability of essential ingredients, we will contact you as soon as possible.

Where we are unable to provide the agreed service, we will refund any amount paid for the affected order, unless another solution has been agreed with you.

7. Food Containers

Where applicable, an additional charge may apply for disposable food containers.

We also offer reusable food containers as an alternative where available.

Reusable containers must be cleaned and returned to us within 3–4 days after delivery, unless another arrangement has been agreed.

Please follow the care instructions provided with the containers.

Customers are responsible for returning reusable containers in good condition. Additional charges may apply for containers that are lost, damaged, or not returned.

8. Portion Sizes & Packaging

Standard Containers: Rice dishes are provided in 1-litre containers per portion, and curry dishes in 700 ml containers.

Dry Dishes: Certain dry dishes are provided in 750 ml containers. Containers may not be completely filled, as portions can vary depending on the dish. 

Portion Estimates: We prepare quotations based on our professional experience. However, appetite and portion needs can vary depending on the other food and refreshments being served.

If you feel the suggested quantities are too high or too low, please let us know. We are happy to adjust the quantities to suit your needs.

9. Quotations

Quotations are valid for 48 hours from the time they are sent, after the validity period has expired, prices and availability may be subject to change. A quotation does not constitute a confirmed booking. Your order is confirmed only after we have agreed to provide the service and, where applicable, received the required deposit.

10. Questions & Complaints

We want every customer to be satisfied with our service. If you have a question, concern, or complaint regarding your order, please contact us directly as soon as possible at info@charcoalfoods.nl. We will do our best to investigate the issue and find a fair and appropriate solution. We kindly ask customers to give us the opportunity to resolve a problem directly before escalating the matter.

11. Applicable Law

These terms and conditions are governed by the laws of the Netherlands. Any mandatory rights and protections available to consumers under applicable Dutch or European law remain unaffected by these terms and conditions.

12. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, pricing, business practices, or applicable regulations. The version applicable to an order will normally be the version that was provided or made available to the customer when the order was placed.