Commission Agreement

Design & Creativity

1.1 Creative License and Design Changes

Sucré reserves the right to exercise creative license in the execution of cake orders. The Client acknowledges that the cake design process — including sketches, descriptions, and photos — serves as a collaborative foundation for the final product. Sucré is committed to preserving the Client's vision while ensuring the structural integrity, stability, and aesthetic appeal of the cake.

The Client understands that certain adjustments may be necessary during production. These may include, but are not limited to, modifications to colour, proportions, design elements, and decoration techniques to accommodate the practical requirements of construction, stability, and delivery.

By entering into this Agreement, the Client grants Sucré the authority to make such adjustments at its discretion, provided that the final product remains materially consistent with the confirmed design brief as set out in the final quote and Commission Confirmation. The goal of every commission is to deliver a professionally executed, bespoke cake that reflects Sucré's artistry and the agreed design brief — not to replicate any external reference or fulfil any subjective expectation not expressly confirmed in the written order summary.

1.2 Inspiration Images and Artistic Interpretation

Clients may provide photos, sketches, or reference materials ("Inspiration Images") to illustrate desired styles, themes, or design elements. Sucré welcomes such references as a starting point for discussion; however, Inspiration Images are understood to be guidance only and not exact templates.

The Client acknowledges that Sucré will not copy or reproduce any cake or design exactly. Instead, Sucré will interpret Inspiration Images through its own artistry, techniques, and materials, while ensuring structural integrity, balance, and visual harmony. Variations in colour, proportion, materials, and decorative elements are expected and shall not constitute a failure to deliver as agreed.

Design elements shown in larger cakes may not be feasible when scaled down to smaller serving sizes. Sucré will adapt such elements at its discretion to maintain balance, stability, and appropriate proportions. The Client acknowledges that any such limitations were communicated during the design consultation process and that by proceeding with payment, the Client accepts the agreed design scope as appropriate for their order. By entering into this Agreement, the Client accepts that the final design will reflect Sucré's unique artistic style and professional judgement, rather than a direct reproduction of any Inspiration Image.

1.3 Budget-Adjusted Design

Sucré designs cakes in alignment with the Client's confirmed budget and serving requirements. The Client acknowledges that inspiration images may depict designs created with substantially greater budgets or scale, and that Sucré will adapt or simplify such designs to fit the agreed pricing. Variations between inspiration images and the final product resulting from budget or scale limitations shall not constitute a failure to deliver as agreed.

Product Details

2.1 Cake Size and Servings

The size of the tiers will be adjusted to provide the correct number of servings, based on the industry-standard slice of eight (8) cubic inches: four (4) inches high, one (1) inch wide, and two (2) inches deep. Sucré shall not be held responsible for shortages resulting from inaccurate guest counts or failure to cut standard slice sizes.

2.1.1 Design Adjustments for Servings

Inspiration images often depict cakes created for larger events, which may include additional tiers, greater height, or more elaborate decorative elements. When adapting a design to the Client's event size and serving requirements, Sucré may scale or modify proportions, simplify design elements, or omit tiers to ensure the cake is structurally appropriate and proportionate to the required number of servings. The Client acknowledges that such adjustments are inherent to scaling inspiration images and shall not constitute a deviation from the agreed order.

2.2 Decorations

The Client bears full responsibility for the removal of all non-edible decorations prior to cake consumption. Sucré explicitly disclaims any liability for injuries or allergic reactions arising from the consumption or contact with cake décor, including non-edible components or allergens. Non-edible decorations may include, but are not limited to, sugar flowers, pressed lettering, icing sheets, and support structures such as straws, metal rods, washers, nuts, screws, wooden dowels, and plastic dowels.

While sugar flowers and similar decorations are crafted from edible materials, they are reinforced with wires for structural integrity and are unsuitable for consumption. Clients and their guests are advised against eating any form of cake décor. Pressing faces into the cake is strongly discouraged. Sucré assumes no responsibility for injuries sustained by the Client, their guests, or any third parties. It is the Client's obligation to communicate these precautions to all event attendees, including venue staff, caterers, and any person involved in cutting or serving the cake.

Sucré's delivery documentation, verbal instructions at handover, and this Agreement collectively constitute the Client's formal notice of all decoration and structural safety precautions. The Client's acceptance of the cake at delivery or pickup confirms receipt of this notice.

Third-Party Cake Cutting: Sucré bears no responsibility for any damage to the cake's appearance, structure, or safety, or for any injury or serving issue, resulting from the cake being cut or handled by any person other than Sucré staff — including venue caterers, event staff, wedding planners, or guests. The Client assumes full responsibility for ensuring that anyone cutting or serving the cake is aware of and follows Sucré's decoration removal and structural precaution instructions.

2.2.1 Natural Florals and Seasonal Variations

Sucré occasionally incorporates fresh or dried florals, greenery, or other natural elements into cake designs. The Client acknowledges that natural products vary in colour, size, and availability depending on season and supplier. Substitutions may be made at Sucré's sole discretion. Sucré is not required to source an exact match for any natural element and makes no representation as to the comparability of any substitution. Variations in natural products shall not constitute grounds for refund, complaint, or reduction in payment.

2.3 Allergen Disclaimer and Facility Notice

By proceeding with this Agreement and payment, the Client:

• Acknowledges that they have been informed of these risks and assumes full responsibility for informing their guests of the potential presence of allergens.
• Agrees to release and indemnify Sucré from any claims, liabilities, damages, or health issues, including allergic reactions, arising from the consumption of Sucré products.

The Client further agrees that Sucré shall not be held liable for any issues resulting from the handling, storage, or consumption of the products once they have been delivered or picked up. By making payment, the Client confirms full understanding and acceptance of these terms, thereby waiving any future claims against Sucré related to allergens or cross-contamination. Sucré is not required to provide a specific allergen inventory, per-ingredient breakdown, or supplier documentation beyond this general facility notice. The Client's obligation to investigate specific allergen risks on behalf of their guests rests entirely and solely with the Client.

2.4 Allergen Waiver

The Client acknowledges that Sucré operates in a facility that handles common allergens. The Client assumes full responsibility for informing guests of the potential for cross-contamination and waives all claims against Sucré for any allergic reactions or health issues related to allergens.

2.5 Storage, Serving, and Handling Instructions

Cakes containing Chantilly Cream or Italian Meringue Buttercream (IMBC) are highly perishable and require specific storage, transportation, and serving conditions to maintain quality and food safety. Sucré disclaims responsibility for cakes that are stored, transported, or served outside these guidelines.

2.6 Deep Chilling Prior to Pickup/Delivery

To ensure food safety, all cakes are deep chilled (pre-cooled to 1°C–2°C / 33°F–35°F) prior to pickup or delivery. This maintains safe temperatures during transit and minimises the risk of spoilage or bacterial growth. The Client is responsible for ensuring cakes remain in a cool environment during transportation.

2.7 Transportation Precautions

The Client must ensure proper conditions for transporting the cake:

• Use an air-conditioned vehicle to maintain a cool environment
• Avoid prolonged exposure to direct sunlight or heat sources during transit
• Transport the cake on a flat, stable surface to prevent shifting or damage
• Do not leave the cake in a vehicle where the temperature exceeds 24°C / 75°F for more than 30 minutes

Sucré assumes no liability for cakes damaged due to improper transportation.

2.8 Outdoor Event Precautions

Cakes served at outdoor events may be affected by heat, wind, insects, and uneven surfaces. The Client must ensure cakes are kept in a shaded, cool area until serving. For outdoor temperatures exceeding 24°C / 75°F, cakes should be stored in a cooler or insulated container until serving time.

2.9 Venue and Third-Party Storage Waiver

If the product is delivered to a venue or third-party location, the Client agrees that Sucré is not responsible for the storage, handling, or serving of the cake once delivered. Any damage or deterioration due to venue conditions or third-party actions is the sole responsibility of the Client.

2.10 General Storage Disclaimer

By entering into this Agreement, the Client acknowledges that proper storage, transportation, and serving of cakes are their responsibility once the cake leaves Sucré's possession. Sucré shall not be held responsible for complaints related to texture, taste, appearance, or safety resulting from deviations from these guidelines.

2.11 Consumption Timelines

Cakes are perishable and intended for consumption on the day of delivery or pickup. Sucré disclaims liability for any health or safety issues arising from cakes consumed beyond 24 hours of delivery or pickup without proper refrigeration and handling as outlined in Section 2.5.

2.12 Foodborne Illness Waiver

Sucré operates under strict hygiene and food safety standards. Once a cake has left Sucré's care, the Client assumes all responsibility for ensuring proper storage, transportation, and handling to prevent spoilage or contamination. Sucré is not liable for foodborne illnesses or adverse health reactions caused by improper handling, storage, or external contamination after delivery or pickup.

Financial Terms

3.1 Standard Commission Deposit — Strictly Non-Refundable

Except for the separate 0–2 day Priority Date-Hold process in Section 3.1.1, a non-refundable standard deposit of 50% of the total order value is required to confirm an order and reserve the production date. The remaining balance is due no later than 30 days prior to the delivery or pickup date. Orders placed within 30 days of the delivery or pickup date normally require payment of the full contract amount at the time of booking.

By making payment, the Client acknowledges that they have received full and immediate value in exchange for the deposit, that the deposit amount is a fair and reasonable pre-estimate of Sucré's actual losses upon cancellation, and expressly waives any right to a refund of this amount under any circumstances.

3.1.1 Immediate Priority Date-Hold — 0–2 Day Custom Cake Requests

The Priority Date-Hold is a separate pre-design reservation payment used because the final cake scope and contract amount cannot reasonably be settled before an immediate production slot must be protected. It is not the standard 50% commission deposit described in Section 3.1 and, by itself, does not constitute approval of a final design brief, final price, or any requested decorative element.

By paying the Priority Date-Hold, the Client agrees that:

• Temporary date reservation: cleared payment reserves temporary custom-cake production capacity for the event date stated in the payment request, subject to the Client meeting the final quote and payment deadlines communicated by Sucré.
• Pre-design payment: the design conversation begins only after the hold has been paid. Sucré may then determine the feasible size, flavour, structure, finish, palette, message, and decorative direction based on the remaining time and available materials.
• Credit to final invoice: the full $250 hold is credited toward the final contract amount, first against the Accelerated Production Premium. It is not charged in addition to the final commission total.
• No design guarantee: payment does not guarantee any inspiration image, exact reproduction, custom acrylic, printed element, figurine, floral, specialty material, colour match, sourcing request, or technique. The commission remains subject to a simple, proven, studio-led direction that Sucré can execute to its professional standard within the available time.
• Client withdrawal or non-response: the hold is non-refundable if the Client withdraws, declines a feasible studio-led direction, does not respond within the deadlines provided, does not accept and pay the final quote by its stated deadline, changes the event date, or otherwise elects not to proceed.
• Sucré unable to proceed: if, after receiving the hold, Sucré withdraws preliminary availability or determines that it cannot offer any feasible custom cake for the stated date, the Priority Date-Hold will be returned to the original payment method. This is the only contractual refund condition specific to the Priority Date-Hold.
• Non-transferability: the hold applies only to the event date stated in the payment request and is not transferable to another date, product, or person unless Sucré agrees otherwise in writing.

3.2 Full Balance — Non-Refundable Upon Due Date

The remaining balance, once paid, is non-refundable. For orders placed within 30 days of the event, the full contract amount is normally due and non-refundable at the time of booking, as production planning, sourcing, and scheduling commence immediately upon confirmation.

For a 0–2 day custom-cake request proceeding through Section 3.1.1, the $250 Priority Date-Hold is paid first. Once the design direction and final price are issued, the entire remaining contract balance — including the Accelerated Production Premium, applicable HST, and any separately approved third-party expedite costs — is due immediately upon acceptance of the final quote and before production proceeds. The $250 hold is credited against that amount.

Cancellations received after the balance due date — or at any point within 30 days of the delivery or pickup date — will result in the full contract amount being owed to and retained by Sucré. No partial refund, credit, or reduction shall be available in these circumstances, except for the narrow Sucré-unable-to-proceed condition governing a Priority Date-Hold under Section 3.1.1.

3.3 Payment Processing Fee — Non-Recoverable Cost

3.4 Payment Methods

Acceptable payment methods:

• Credit or debit card via Stripe — primary and preferred method, processed securely through the payment link provided in your quote
• Email money transfer (EMT) — sent to [email protected] — accepted as an alternative upon request

The Client's payment constitutes binding acceptance of the terms applicable to that payment and commission stage. A standard deposit or full-balance payment confirms the commission as described in the corresponding quote and confirmation; a Priority Date-Hold binds the Client only to the pre-design reservation terms in Sections 3.1.1 and 8.8 until the final quote is accepted. No separate signature is required where the applicable payment request clearly identifies the terms being accepted.

3.5 Chargeback and Payment Dispute Policy

The Client agrees and acknowledges that:

• All Sucré products are custom-made to order, bespoke, and perishable. Production costs — including consultation, design, sourcing, date holding, and scheduling — are committed in full at the time of booking. There is no basis for a chargeback on the grounds that a service was "not received" or "not as described" where Sucré has performed to the specifications confirmed in the written order summary.
• Before initiating any chargeback, dispute, or reversal with their card issuer or financial institution, the Client agrees to first exhaust Sucré's internal resolution process by submitting a written complaint to [email protected] and allowing the full 5 business day response window to elapse. Where the Client believes their card issuer's chargeback window is imminently expiring, they must notify Sucré immediately and Sucré will prioritise a response within 24 hours. The Client's contractual obligation to attempt resolution in good faith before filing a chargeback remains in effect regardless of the outcome of any independent bank process.
• If the Client initiates a chargeback without completing this process, Sucré reserves the right to: (a) contest the chargeback in full using all available documentation, including this Agreement, payment records, order confirmations, design records, and all communication logs; (b) recover all chargeback-related fees and administrative costs incurred by Sucré as a result; and (c) pursue any outstanding balance through collections or small claims proceedings in the Province of Ontario.
• Sucré maintains comprehensive records of all orders, consultations, communications, production steps, and delivery activities for the express purpose of contesting unwarranted chargebacks. The Client's payment and acceptance of these terms will be submitted as primary evidence in any dispute proceeding.
• A chargeback that is successfully reversed in favour of the Client does not extinguish the Client's contractual obligation to pay the full contract amount. Sucré may pursue any outstanding balance by all lawful means available.

3.6 Refund to Original Payment Method

Where Sucré determines that an exceptional return is appropriate, or where the Priority Date-Hold must be returned under the Sucré-unable-to-proceed condition in Section 3.1.1, the amount will be issued exclusively to the original payment method used for the transaction. Sucré does not issue refunds by cash, cheque, EMT, or any payment method other than the one originally used, except where technically necessary for an EMT return. This policy exists for financial audit integrity, fraud prevention, and compliance purposes. Returns to an original card may take 5–10 business days to appear depending on the Client's financial institution.

3.7 Cancellation Policy

Once a final commission has been confirmed, cancellations within 30 days of the event will result in the full contract amount being owed to Sucré. For cancellations prior to the 30-day window, only the non-refundable standard deposit shall be retained. Before a 0–2 day custom-cake commission is fully confirmed, the separate Priority Date-Hold rules in Section 3.1.1 apply. See Section 10.7 for full cancellation and modification terms.

3.8 Pricing Transparency

The Client acknowledges that all pricing reflects both ingredients and design labour. By proceeding with payment, the Client accepts the quoted pricing and itemisation as fair and reasonable. Post-event disputes regarding value, labour charges, or cost allocation shall not constitute grounds for refund, reduction, or complaint.

3.9 Tax (HST)

All prices quoted by Sucré are stated exclusive of applicable taxes unless explicitly noted otherwise. Harmonised Sales Tax (HST) at the prevailing Ontario rate will be applied to all taxable supplies and will appear as a separate line item on the Client's invoice. The total amount due — including HST — will be clearly stated in the quote prior to payment. By proceeding with payment, the Client confirms acceptance of the total invoiced amount inclusive of HST.

Ordering & Authorization

4.1 Order Authorization

Only the Client or their designated wedding planner are authorised to place an order or request changes to this Agreement. Requests from any third parties — including but not limited to venue staff, family members, or friends — will not be acknowledged or actioned. Where a wedding planner is designated as an authorised representative, their instructions are subject to the same communication requirements as the Client: all change requests, cancellations, and order modifications must be submitted in writing via email to [email protected] to be binding. Verbal or WhatsApp instructions from a designated representative carry no binding force, regardless of the representative's authority.

4.2 Communication Channels

For all matters pertaining to this Agreement — including order placement, design revisions, event date changes, cancellations, and delivery instructions — the Client agrees to use the following official communication channels:

4.3 Review and Approval Process

For standard commissions, the cake scope — including the specifications Sucré is prepared to confirm for size, style, decoration, and custom requests — will be presented to the Client for review before the final commission payment is accepted. The Client agrees to provide timely feedback so Sucré can proceed on schedule.

0–2 day custom-cake exception: where Section 3.1.1 applies, the Client pays the $250 Priority Date-Hold before the design conversation. This pre-design payment protects immediate production capacity only; it does not approve a final design. Sucré then presents the feasible studio-led direction and final quote, and the Client must pay the remaining balance immediately to confirm production.

Once the design is approved and the applicable payment has been received, any request for changes is subject to Sucré's discretion and may incur additional charges. The ability to accommodate changes becomes increasingly limited as production advances and may be entirely unavailable for accelerated commissions.

4.4 Final Order Authority and Communication Validity

Sucré produces orders strictly based on the information contained in the formal email confirmation and approved order summary at the time of payment. This includes the event date, design specifications, delivery address, colour palette, florals, and decoration preferences.

The Client acknowledges and agrees that:

• Only information included in the final email confirmation or approved order sheet will be used to prepare, produce, and deliver the cake.
• Production, baking, delivery, and design teams do not reference WhatsApp messages, calls, or informal conversations during order execution unless such communications have resulted in a formally revised quote or written confirmation via email.
• If the Client fails to request and receive a revised email confirmation reflecting requested changes, the original confirmed order will be produced and delivered as-is.
• Sucré cannot be held responsible for discrepancies arising from informal communications that were not formally confirmed. It is the Client's responsibility to ensure all critical information appears in the official order confirmation email.
• Silence does not constitute acceptance: If the Client submits a change request and does not receive a revised written confirmation from Sucré, the change has not been accepted. Sucré's failure to respond to an informal or WhatsApp request does not imply agreement. The original confirmed order will be produced and delivered as-is until a revised email confirmation is issued by Sucré.

Privacy & Data Protection

Sucré is committed to protecting the privacy and security of client personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy law. Full details of our privacy practices are available in our Privacy Policy.

In the context of this Agreement, the following applies:

• Collection and Use: Sucré collects personal information — including name, contact details, event details, design preferences, and payment information — solely for the purpose of executing this Agreement and providing the agreed services.
• Consent: By entering into this Agreement, the Client consents to Sucré's collection, use, and disclosure of personal information as necessary to fulfil the commission. The Client may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice.
• Disclosure: Sucré will not disclose personal information to third parties except as necessary to fulfil the order (e.g., delivery partners, payment processor) or as required by law.
• Protection: Sucré takes appropriate measures to ensure the security of personal information against loss, theft, unauthorised access, disclosure, or misuse.
• Access and Correction: The Client has the right to access their personal information held by Sucré and to request corrections. Requests should be directed to [email protected].

Delivery & Setup

6.1 Delivery Terms

Where delivery is included in the Client's order, the cost of a single delivery attempt is embedded in the total commission price and is not shown as a separate line item. This is standard practice and reflects the all-inclusive nature of Sucré's pricing. The embedded delivery cost covers one delivery attempt only — to the confirmed drop-off address, during the agreed delivery window. It does not cover redelivery, returns, or any additional courier charges arising from a failed or missed delivery.

Deliveries are made to the curbside or lobby of the confirmed address only. Drivers will not climb stairs, navigate to individual units, or make deliveries beyond ground floor or lobby level. The Client is responsible for providing complete and accurate delivery instructions — including unit numbers, entry codes, concierge contact details, and any access restrictions — at the time of booking via the order confirmation email. Missing or incomplete delivery information may result in a failed delivery for which the Client is solely responsible.

Where the Client is unavailable at the time of delivery and the cake is left with a building concierge or front desk — where permitted by the building — this constitutes a successful and completed delivery under this Agreement. Sucré's responsibility for the product ends at the point of handover to the concierge. The Client accepts that Sucré does not require the Client's specific permission to leave the cake with a concierge and that doing so fulfils Sucré's delivery obligation in full. Once delivered, the Client assumes full responsibility for the cake's condition.

6.2 Outdoor Delivery Disclaimer

Sucré disclaims responsibility for cake condition following outdoor setup. The Client acknowledges risks associated with outdoor conditions — including weather, wind, uneven surfaces, sunlight, insects, and other environmental factors — that may affect icings, fillings, decorations, and structural integrity post-delivery.

6.3 Delivery — Third-Party Courier and Sucré's Role

6.3.1 Departure Documentation — Condition at Handover

As standard practice, Sucré photographs the cake at the point of departure from its studio, immediately prior to handover to the courier. This timestamped departure photograph constitutes the definitive record of the cake's condition at the moment Sucré's custody and responsibility ended. In any dispute regarding the cake's condition upon arrival, the departure photograph is the primary evidentiary reference point. Damage or deterioration that is not visible in the departure photograph occurred after Sucré's involvement ended and is the responsibility of the courier or the Client, as applicable.

6.3.2 Point of Acceptance — Transfer of All Responsibility

For the purposes of this Agreement, "Point of Acceptance" is defined as the moment at which the Client's — or their venue's, representative's, or agent's — custody and control of the cake is established. Upon reaching the Point of Acceptance, all responsibility for the cake's condition, safety, and quality transfers entirely and irrevocably to the Client. Neither Sucré nor the courier bears any further responsibility for the cake from this point forward.

The Point of Acceptance occurs at the earliest of the following:

• The cake being moved from its delivered position by any person other than Sucré staff
• The cake box being opened or packaging being removed by any person
• The cake being placed in a display, photography, or presentation setting — including being positioned under event lighting or in an outdoor environment
• The cake being exposed to venue conditions, ambient heat, direct lighting, or environmental factors beyond Sucré's control
• The cake being cut or served
• 4 hours from the confirmed delivery or pickup timestamp — whichever occurs first

Where delivery is made to a venue, hotel, event space, or any location other than the Client's personal address, the venue's or venue staff's physical acceptance of the cake — including receiving the cake from the courier, moving it, or placing it in position — constitutes the Client's Point of Acceptance, regardless of whether the Client was personally present. The Client is responsible for ensuring venue staff are briefed on handling and storage requirements prior to delivery.

6.3.3 Courier Liability Cap and Client Insurance

By requesting delivery, the Client further agrees to the following:

• Missed or late delivery windows: Delivery times and windows are estimates only and are not guaranteed by Sucré or the courier. Where a courier fails to deliver within the stated window, delivers late, or fails to deliver at all, the Client's recourse lies exclusively with the courier — not with Sucré. Sucré's maximum liability for any courier-related failure is limited to the value of the cake order and excludes all consequential, incidental, or replacement costs, including the cost of sourcing an alternative cake from another supplier.
• Third-party delivery claims: The Client must direct all complaints, claims, or compensation requests relating to delivery timing, condition on arrival, or missed delivery directly to the courier. Sucré will provide the courier's contact details upon request to assist the Client in pursuing any claim.
• Force Majeure: Sucré shall not be liable for delays caused by events beyond its reasonable control. See Section 9.3.
• Missed Deliveries: If delivery cannot be completed due to the Client's unavailability, a re-delivery fee applies. See Sections 6.1 and 10.4 for full redelivery terms.

Sucré will provide notifications when the product leaves the facility and upon confirmed delivery. No refunds, discounts, or credits will be issued for delays or failures attributable to the courier or to circumstances outside Sucré's control.

6.3.4 Delivery Window Options — Definitions and Limitations

Sucré offers two delivery window options, which determine the size of the arrival window provided to the Client. Neither window constitutes a guaranteed arrival time — they reflect the window within which the courier will attempt delivery. Actual arrival may occur at any point within the stated window, and factors including traffic, access conditions, and courier scheduling may affect timing.

• Standard Delivery — 4-hour window: The courier will attempt delivery within a 4-hour window confirmed at the time of booking. This is Sucré's default delivery tier and corresponds to Starling's Priority Delivery service, which is required for all cake deliveries given their fragile classification under Starling's terms. The cost of Standard Delivery is embedded in Sucré's commission pricing where applicable.
• Priority Delivery — 1-hour window: The courier will attempt delivery within a 1-hour window, subject to availability and additional fees. This corresponds to Starling's Priority Delivery with a 1-hour timing window and represents an upcharge above the embedded Standard Delivery cost. Priority Delivery is available on request and must be confirmed and paid for at the time of quoting. It is recommended for time-sensitive events where a narrower arrival window is operationally important.

6.3.5 Delivery Completion and Presumptive Acceptance

Sucré's courier does not obtain a signature at the point of delivery. Delivery is instead confirmed through Starling's delivery management system, which records the time and status of each completed drop-off. Sucré also issues a delivery notification to the Client when the product leaves the studio and upon confirmed delivery by the courier.

Delivery is deemed complete and the cake accepted by the Client at the earliest of the following:

• The courier marking the delivery as complete within Starling's system, which generates a timestamped delivery record
• Sucré issuing a delivery confirmation notification to the Client by email, WhatsApp, or SMS
• Physical handover of the cake to the Client, their representative, a venue contact, or a building concierge
• The Point of Acceptance being reached as defined in Section 6.3.2

The Starling system delivery record and Sucré's notification records constitute sufficient proof of delivery and acceptance for the purposes of this Agreement and for any dispute, chargeback, or claim proceeding. The Client agrees that the absence of a physical signature does not affect the validity or enforceability of deemed delivery under this clause.

For Client pickups, Sucré photographs the cake prior to release from the studio — this departure photograph constitutes the definitive record of condition at the point of Sucré's responsibility ending. Sucré provides cakes securely boxed for transportation. The Client is responsible for ensuring the cake is transported in a stable, air-conditioned environment. The Point of Acceptance (Section 6.3.2) for self-pickup orders occurs at the moment the Client or their representative takes physical possession of the cake at Sucré's studio. From that moment, all responsibility for the cake's condition transfers entirely to the Client. Sucré assumes no liability for damage occurring after pickup.

6.5 Independent Contractors

Third-party courier and delivery providers sourced by Sucré are independent contractors operating their own businesses. They are not agents, employees, or representatives of Sucré. Sucré sources couriers as a convenience to the Client and makes no warranty as to their performance, reliability, or conduct. Sucré is not responsible for their actions, omissions, delays, damage, or mishandling of products once the cake has been transferred to their custody.

Pickup & Handling

7.1 Late Pickup

Sucré schedules baking and preparation to align with the Client's specified pickup time. Products are blast chilled for preservation and removed from chilling shortly before the agreed time to optimise quality.

7.2 Significant Changes to Pickup Time

The Client shall notify Sucré well in advance of any significant alterations to the pickup time. Sucré's ability to accommodate changes is contingent upon existing schedules and operational capacity. Where Sucré cannot accommodate a revised pickup time, the following may apply at Sucré's discretion:

• The order may be deemed forfeited by the Client without refund.
• The Client may be required to arrange immediate pickup at their own expense through a third-party delivery service.

Supplementary Provisions

8.1 Photographic Rights

Sucré retains the right to photograph completed commissions and use such photography for portfolio, marketing, and promotional purposes — including on social media platforms such as Instagram, Facebook, Pinterest, and TikTok — without compensation to the Client, unless the Client has explicitly requested otherwise in writing at the time of booking. Sucré will not tag or identify the Client, their guests, or their event by name or account in any public post without the Client's express consent. This right applies to photographs taken by Sucré only. Sucré makes no claim to photographs taken by the Client, their guests, or third-party photographers, though the Client grants Sucré permission to reshare or repost images of the cake that the Client or their photographer publishes publicly, where the cake is the primary subject.

8.2 Client-Provided and Third-Party Materials

Sucré may accommodate requests to incorporate client-provided materials — such as toppers, candles, or decorations — into the cake design. While Sucré will handle these items with care (including washing, sterilising, removing sharp edges, or foil wrapping parts inserted into the cake), the following terms apply:

• Liability Disclaimer: Sucré cannot accept liability for any issues arising from the use of client-provided or third-party materials, including damage, contamination, or injury. The Client assumes all responsibility for the safety, quality, and suitability of such materials.
• Quality and Aesthetic Considerations: Third-party materials may not integrate seamlessly with Sucré's handmade decorations. Sucré reserves the right to refuse incorporation of any materials deemed unsuitable or potentially compromising to the final product.
• Pre-Approval Required: All client-provided materials must be submitted to Sucré for pre-approval prior to payment and at least 14 days prior to the event.
• Receipt Confirmation: Sucré will confirm receipt of any physical items delivered or shipped by the Client in writing via email. Items are not considered received by Sucré until such written confirmation is issued. The Client bears responsibility for ensuring delivery of their items and for following up if written confirmation is not received within 2 business days of the expected delivery date. Sucré accepts no liability for items claimed to have been delivered but not confirmed as received.

8.3 Rental Items

Late return of rental items incurs a $25 daily late fee, and a minimum $100 replacement fee (up to full replacement cost) for damaged or unreturned items. All rental items must be returned within seven days of delivery.

8.3.1 Returnable Structural Items Embedded in the Cake

Certain orders require the use of reusable structural components that are embedded within or attached to the cake during production. These items remain the sole property of Sucré at all times and must be returned following the event. Such items include, but are not limited to, custom acrylic discs, food-safe stainless steel rods, nuts, and screws engineered specifically for internal cake support.

Where an order includes returnable structural items, the following applies:

• Advance notice: Sucré will communicate the presence and return requirement of any structural items prior to delivery or pickup. This notice will be provided in writing as part of the order confirmation or delivery documentation. The Client's acceptance of delivery or pickup constitutes acknowledgment of the return obligation.
• Structural deposit: A refundable structural deposit will be itemised as a separate line item on the Client's quote and invoice. This deposit is held by Sucré against the return of structural items in undamaged condition. The deposit amount will be clearly stated at the time of quoting and forms part of the total amount due.
• Return window: All structural items must be returned to Sucré's studio within 7 days of the event date. The Client is responsible for arranging return; Sucré does not collect items. Items must be returned in person to Sucré's studio at the address provided at the time of booking.
• Condition on return: Items must be returned undamaged. Sucré does not require items to be cleaned prior to return and will handle cleaning upon receipt. Damage is assessed solely at Sucré's discretion and includes but is not limited to: bending, cracking, breakage, warping, or any alteration to the item's structural integrity or food-safe finish.
• Deposit refund: Where items are returned within the 7-day window and assessed by Sucré as undamaged, the structural deposit will be refunded in full to the original payment method on file within 5–10 business days of return. No cash, cheque, or alternate payment method refunds will be issued.
• Forfeiture of deposit: The structural deposit is forfeited in full if: (a) items are not returned within 7 days of the event date; (b) items are returned damaged; or (c) items are returned in a condition that renders them unsuitable for reuse as determined by Sucré.
• Liability beyond deposit: Where the structural deposit does not cover the full replacement or remediation cost of damaged or unreturned items, the Client remains liable for the outstanding balance. Sucré reserves the right to pursue recovery of this amount by any lawful means, consistent with Section 8.3.
• Late return fee: Items returned after the 7-day window but before 14 days from the event date incur a $25 daily late fee from day 8 onwards, deducted from the deposit. Items not returned within 14 days of the event date will be deemed unreturned, the deposit will be forfeited in full, and the Client will be invoiced for full replacement cost.

8.4 Ownership of Materials — Sourced, Custom-Ordered, and Leftover

All materials sourced, ordered, or prepared by Sucré in connection with a Client's order — including but not limited to fresh and dried florals, ribbons, edible decorations, structural components, and custom third-party items such as laser-cut cake toppers — are purchased by Sucré as part of executing its commission and remain the sole property of Sucré at all times. This applies whether the order is completed, cancelled, deferred, or modified.

In the event of a cancellation, the Client has no right to request, claim, or receive any materials sourced or ordered by Sucré, regardless of whether those materials were itemised in the quote or charged as a line item. Specifically:

• Florals, ribbons, and decorative materials sourced by Sucré for the order are Sucré's property and will not be released to the Client. Their cost is absorbed into the cancellation and may be deducted from any store credit calculation (see Section 10.6).
• Custom third-party orders — including laser-cut toppers, engraved items, bespoke printed materials, or any item commissioned by Sucré from an external supplier specifically for the Client's cake — are non-refundable once placed with the supplier and remain the property of Sucré. These items will not be transferred, shipped, or released to the Client under any circumstances, including cancellation. The Client acknowledges that placing a cake order authorises Sucré to place such third-party orders on its own behalf as part of delivering the commission.
• Unused ingredients and prepared components remaining after an event or following a cancellation are the property of Sucré and will be retained, repurposed, or discarded at Sucré's discretion.

8.4.1 Client-Supplied Physical Items

Where a Client ships or delivers physical items to Sucré for incorporation into the cake — such as a topper, figurine, or personal keepsake — those items remain the Client's property. Sucré will handle them with reasonable care. However:

• In the event of cancellation, the Client must arrange collection of their items from Sucré's studio within 14 days of the cancellation date. Sucré will not ship items to the Client.
• Items not collected within 14 days will be deemed abandoned and may be discarded or donated at Sucré's discretion, with no liability to the Client.
• Sucré accepts no liability for loss or damage to client-supplied items while in its care beyond reasonable handling.

8.4.2 Minimum Order Quantities, Specialty Procurement, and Full-Cost Pricing

Where a Client's order requires Sucré to procure materials or ingredients that are only available in quantities exceeding what the order requires — or that are specialty, imported, perishable, or custom-mixed items not held as standard stock — the Client's specification is the direct cause of that procurement. The full invoice cost of such procurement is charged to the Client's order and is non-refundable in all circumstances except where required by applicable law, including cancellation. The Client has no entitlement to receive, collect, or be credited for any unused portion, remainder, or surplus quantity.

This applies to, including but not limited to:

• Minimum order quantity (MOQ) items — materials available only in bulk or fixed pack sizes, such as specialty satin ribbon sold by the roll, floral wire in specific gauges, wafer paper in particular finishes or brands, specialty packaging, or coloured consumables only available in quantities beyond what a single order requires. Where Sucré uses only a portion of the procured quantity, the full purchase price remains charged to the order. The unused remainder becomes the property of Sucré with no credit owed to the Client.
• Perishable specialty ingredients — items with a limited shelf life procured specifically at the Client's request, including but not limited to fresh fruit, mascarpone, specialty cheeses, fruit wines, liqueurs, imported preserves, or particular cream varieties. These items may spoil or become unusable within days of procurement. Any loss resulting from cancellation after procurement is entirely the Client's responsibility. No credit or refund will be issued on the basis that the ingredient was unused or wasted.
• Custom-mixed or colour-matched items — including cocoa butter spray in a specific matched or custom colour, hand-blended fondant or edible paint formulations, or any consumable mixed or prepared to the Client's specification. These items have no reuse value for other orders and are treated as single-use procurements. Their full cost is non-refundable from the moment of preparation.
• Imported, hard-to-source, or long-lead ingredients — specialty items requiring advance ordering, importation, or procurement from non-standard suppliers. These are often ordered weeks in advance of the event date. Cancellation after procurement — regardless of how far in advance of the event — does not entitle the Client to a refund or credit for these costs, as the procurement commitment was made in good faith based on the confirmed order.

Orders requiring special handling due to temperature sensitivity must adhere to the storage and transportation guidelines in Section 2.5. The Client is solely responsible for any deterioration in quality if these guidelines are not followed. For extreme weather conditions, Sucré strongly recommends insulated containers or coolers and is not liable for quality issues arising from non-compliance.

8.6 Client Obligations for Events

The Client must ensure cakes are displayed on level, sturdy surfaces capable of supporting their weight, in a cool, shaded location away from heat sources, direct sunlight, and high-traffic areas. Sucré disclaims liability for damage caused by unstable or inappropriate display surfaces, or for injuries resulting from unsafe practices involving cakes or decorations at events.

8.7 Resolution Prior to Public Review

The Client agrees to communicate any concerns regarding the cake or services directly to Sucré in writing at [email protected], within the timelines outlined in Section 10.2, and prior to posting any public statement, review, or social media content regarding their experience.

This process ensures Sucré has a reasonable opportunity to investigate and, where appropriate, resolve the matter. Failure to follow this process before publishing negative public commentary may be considered a material breach of this Agreement. Sucré reserves the right to respond publicly to reviews or statements it believes to be factually inaccurate, incomplete, or misleading, and to provide documentary evidence in its response.

8.8 Accelerated Custom-Cake Commissions

This Section applies to custom cakes only. Cupcakes, dessert tables, tasting boxes, and other products retain their own availability and pricing rules unless Sucré expressly confirms otherwise in writing.

A custom cake requested within 14 calendar days of the delivery or pickup date requires Sucré to compress design development, decision-making, scheduling, procurement, production planning, and execution into a substantially shorter period. Where Sucré accepts such a commission, an Accelerated Production Premium applies according to the schedule below.

No Accelerated Production Premium applies solely because a custom-cake request is made 15 or more days before the event, although specialty sourcing and highly custom components always remain subject to availability.

How the Premium Is Calculated

The premium is calculated on the in-house custom-cake subtotal. For each end of a planning range, the premium is the greater of the applicable percentage or the minimum premium for that window:

The premium applies to the cake's in-house size, structure, sponge, filling, dietary adjustment, design labour, finishing, fondant, message production, in-house toppers, and cake-specific décor. It does not apply to delivery, HST, refundable structural or rental deposits, or third-party vendor charges invoiced at direct cost.

Any intake-page planning range is a preliminary, pre-contract guide only. The final quote will state the accepted cake scope, final Accelerated Production Premium, applicable HST, and any separately approved third-party costs. The final written quote and Commission Confirmation — not the intake estimate — govern the commission.

Priority Does Not Guarantee Feasibility

The Accelerated Production Premium compensates Sucré for protected calendar capacity, compressed design and production planning, immediate decision-making, increased execution risk, and disruption to the existing studio schedule. It does not purchase an unlimited design process and does not make an otherwise infeasible design feasible.

As the available timeline shortens, Sucré's creative and operational control increases. Depending on timing and capacity, Sucré may restrict or determine the final size, tier structure, flavour selection, colour palette, finish, message method, decorative composition, and materials. Sucré may reinterpret inspiration images, substitute available elements, omit details that cannot be executed safely or beautifully, and decline any technique or component that would compromise finish, structure, food safety, delivery, or service.

Custom Acrylics, Printed Elements, and Specialty Sourcing

Custom acrylics, laser-cut pieces, edible images, printed references, figurines, specialty florals, moulds, imported materials, and uncommon colours are not guaranteed for accelerated commissions. Where a third-party element is feasible, expedited supplier production, shipping, artwork cleanup, local courier, or procurement charges are additional to the Accelerated Production Premium and will be disclosed separately where reasonably possible before the cost is incurred.

For requests within 4–7 days, printed elements will only be considered where usable, production-ready artwork is supplied and immediate production capacity exists. For requests within 0–3 days, Sucré may refuse all print-dependent, fabrication-dependent, or shipping-dependent elements.

Client Response and Revision Deadlines

Accelerated commissions require immediate and consolidated Client decisions. Sucré may impose firm response, approval, and payment deadlines in the quote or Commission Confirmation. Failure to respond or pay within a stated deadline may result in release of the production date, withdrawal of the quote, retention of any non-refundable payment, and cancellation of the proposed commission without further obligation by Sucré.

• 8–14 day commissions include no more than one consolidated revision unless Sucré agrees otherwise in writing.
• 4–7 day commissions are studio-directed and may be confirmed without a formal revision round.
• 0–3 day commissions include no revisions after acceptance.

0–2 Day Priority Date-Hold

For a custom cake requested within 0–2 days, Sucré first reviews whether any production capacity exists. If preliminary capacity is available, Sucré may require the $250 Priority Date-Hold described in Section 3.1.1 before beginning the design conversation. The hold is credited toward the final commission amount and is not added on top of the Accelerated Production Premium. Submission of a brief does not reserve the date.

Legal & Liability

9.1 Damage Liability

Sucré is not responsible for any damages caused by third parties. The Client is responsible for ensuring a proper and secure environment for the cake at all times after delivery or pickup.

9.2 Indemnification

The Client agrees to indemnify and hold harmless Sucré against all liabilities, damages, or costs arising from injuries or damages at the event related to the cake, its decorations, or handling by the Client or their guests.

9.3 Force Majeure

Sucré shall not be held liable for any failure or delay in the performance of its obligations due to circumstances beyond its reasonable control, including but not limited to acts of God, severe weather, natural disasters, public health emergencies, government-imposed restrictions, venue cancellations, power outages, or transportation disruptions. In such events, Sucré will make every reasonable effort to notify the Client promptly and propose alternative arrangements, which may include rescheduling. Delays or modifications resulting from force majeure events do not constitute grounds for refund, cancellation, or discount.

9.4 Jurisdiction and Governing Law

This Agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Province of Ontario and the laws of Canada applicable therein. The parties irrevocably agree that the courts of the Province of Ontario shall have exclusive jurisdiction to settle any such dispute or claim.

9.5 Limitation of Liability

The maximum liability of Sucré under this Agreement for any claim, loss, damage, or expense of any kind shall be limited to the total amount paid by the Client for the product under this Agreement. In no event shall Sucré's liability fall below the balance paid by the Client above the deposit — ensuring a meaningful remedy remains available in the event of a genuine failure wholly attributable to Sucré. Sucré shall not be liable for any indirect, special, incidental, consequential, or punitive damages — including loss of profits, revenue, data, or the cost of sourcing a replacement cake or product from any other supplier — even if Sucré has been advised of the possibility of such damages.

The Client expressly acknowledges that this limitation of liability is reasonable and appropriate given: the custom, perishable, and bespoke nature of Sucré's products; the pricing of the order relative to the scope of the commission; the fact that consequential losses from a cake-related issue at a private event are inherently unforeseeable and unlimited in potential scope; and the Client's ability to obtain independent insurance for their event. The Client agrees that this limitation would not be considered unconscionable by a court of competent jurisdiction in Ontario, having regard to all the circumstances of this Agreement.

9.6 No Warranty

Sucré disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or durability. The Client acknowledges that cakes are inherently perishable and accepts all risks associated with their consumption and handling.

9.7 Severability

If any provision of this Agreement is determined to be illegal, invalid, or unenforceable, the enforceability of the remaining provisions shall not be affected. Such provision shall be replaced by a mutually acceptable provision that is legal, valid, and enforceable, and that comes closest to the original intention of the parties.

9.8 Alcohol or Liqueur-Infused Products

For cakes or products containing alcohol or liqueur, the Client must verify that all guests consuming these products are of legal drinking age. Sucré disclaims responsibility for any legal or health issues arising from improper consumption of alcohol-infused products.

9.9 Dispute Resolution

Any dispute, controversy, or claim arising out of or relating to this Agreement shall first be submitted to mediation. Both parties agree to make good-faith efforts to resolve the dispute through mediation, with costs shared equally. If mediation fails, the matter shall be submitted to binding arbitration in the Province of Ontario in accordance with the Arbitration Act, with the arbitrator's decision being final and binding.

If a court of competent jurisdiction determines that any aspect of the arbitration clause in this Section is unenforceable with respect to a consumer dispute under applicable Ontario law, the parties agree that the dispute shall be resolved exclusively in the Ontario Superior Court of Justice or Small Claims Court, as appropriate to the amount in dispute, and the remainder of this Agreement shall remain in full force and effect. The parties irrevocably submit to the exclusive jurisdiction of the Ontario courts for any such proceedings.

9.10 General Reasonableness Standard

All decisions, determinations, and remedies exercised by Sucré under this Agreement — including assessments of complaint validity, store credit eligibility, cancellation circumstances, and material ownership — will be made reasonably, having regard to the nature of the product, the circumstances of the specific order, and the conduct of both parties. This standard applies across all sections of this Agreement and is intended to ensure that the Agreement operates fairly in practice while preserving its protective intent. Nothing in this clause creates an obligation on Sucré beyond what is expressly set out in this Agreement.

Refund Policy

10.1 No-Refund Policy — Custom Perishable Goods

All products sold by Sucré are custom-made to order and perishable. Due to their bespoke nature, the absence of preservatives, and the significant labour, consultation, capacity, and material costs committed at the applicable payment stage, Sucré operates a strict no-refund policy once payment has been received, except where required by applicable law and except for the narrow Sucré-unable-to-proceed return condition for a Priority Date-Hold in Section 3.1.1.

This policy applies regardless of the reason for Client cancellation, including personal circumstances, change of plans, or events outside the Client's control. The Client acknowledges that Sucré's losses upon cancellation are immediate and real: every order requires bespoke consultation and dedicated production capacity that cannot be redeployed on short notice. Alternative bookings are declined from the moment a date is reserved. A standard deposit compensates for work and capacity already committed; a Priority Date-Hold compensates for temporarily protecting immediate production capacity and beginning accelerated planning.

10.2 Product Quality and Satisfaction

Upon pickup or delivery, the Client or a designated representative is responsible for promptly inspecting the cake's exterior design, structure, and overall presentation. The complaint window begins at the delivery or pickup timestamp. As set out in Section 6.3.2, all responsibility for the cake transfers to the Client at the Point of Acceptance — which may occur before the complaint window expires. The Client should inspect the cake as soon as reasonably possible following receipt.

Photographic Evidence and Third-Party Photos: Sucré photographs every cake immediately prior to departure from the studio. This departure photograph is the primary and authoritative reference for the cake's condition at the point Sucré's responsibility ended. Photographs submitted by the Client as part of a complaint will be assessed against the departure photograph. Third-party photographs taken by guests, venue staff, or event photographers after the Point of Acceptance may be considered by Sucré but are not determinative, as they may not accurately represent the cake's condition at the time of delivery — given the effects of environmental exposure, event lighting, handling, movement, or the passage of time after Sucré's involvement ended.

10.3 Refund Triggers — Missing or Incorrect Items

A refund or remedy consideration will only be initiated in cases of genuinely missing items or fundamentally incorrect products. To qualify, the item or specification in question must have been explicitly confirmed as a named line item or design note in the final quote document issued by Sucré prior to payment. The final quote — and the Commission Confirmation email issued after payment — are the sole authoritative records of what was ordered. Verbal discussions, WhatsApp messages, mood boards, or inspiration images not captured in the final quote do not constitute confirmed specifications for the purpose of this clause.

For the avoidance of doubt:

• "Missing item" means an element expressly listed as a named line item or confirmed design note in the final quote that is entirely absent from the delivered cake — for example, a confirmed flavour layer that was omitted, or a named decoration that does not appear at all.
• "Incorrect product" means a fundamentally different product was delivered — for example, the wrong flavour combination confirmed in the quote, or the wrong tier count as specified in writing.
• Design interpretation, adaptation, or variation — including differences in colour shade, decorative style, proportions, floral substitutions, or artistic execution — are expressly governed by Sections 1.1 through 1.3 and do not constitute a missing item or incorrect product for the purpose of this clause.

All claims under this clause must be submitted in writing to [email protected] within the timeframes set out in Section 10.2, accompanied by photographic evidence and a reference to the specific line item or design note in the final quote that was not fulfilled.

10.4 Failed Delivery and Redelivery Policy

The delivery cost embedded in Sucré's commission pricing covers a single delivery attempt to the confirmed address. Where a delivery attempt fails — for any reason attributable to the Client, the venue, or the recipient — the following terms apply and the Client is solely responsible for all associated costs.

Reasons a delivery may be deemed failed and fully chargeable include:

• The Client or recipient is not present at the confirmed delivery address within the courier's allocated drop-off window (5 minutes per Starling's terms)
• The concierge or building refuses to accept the delivery on the Client's behalf
• The delivery address is incorrect, incomplete, or inaccessible due to information not provided by the Client at the time of booking
• Entry instructions, unit numbers, access codes, or loading dock requirements were not provided in the order confirmation
• The recipient refuses the delivery

All redelivery fees are payable by the Client directly to Sucré prior to any redelivery being arranged. Sucré will not arrange redelivery until payment of the applicable fee is confirmed. Sucré accepts no liability for any loss, quality deterioration, or inconvenience arising from a failed delivery or delayed redelivery.

10.5 Sucré's Performance Standard and Right to Make Things Right

Sucré's obligation under this Agreement is to deliver a custom cake prepared using professional techniques, quality ingredients, and the skill of an experienced artisan baker, in material accordance with the written specifications confirmed in the final quote and Commission Confirmation. Sucré takes enormous pride in every commission — each cake represents a significant personal investment of time, creativity, and craft — and stands behind its work.

Where the Client believes Sucré has genuinely failed to fulfil a confirmed specification (as defined in Section 10.3), the Client agrees to contact Sucré immediately and allow Sucré the first opportunity to assess and remedy the situation before any other action is taken. Sucré's preferred and primary response to a genuine error is to make it right — including, where circumstances permit and time allows, attending in person to carry out emergency repairs, collecting and returning a corrected product, or re-executing a specific element at no additional charge. This is not a legal obligation but a reflection of Sucré's commitment to a luxury experience.

Where Sucré determines that a genuine error occurred that is wholly attributable to Sucré and that cannot be remedied prior to the event, the following escalating responses may be offered at Sucré's sole discretion, in order of preference:

• On-site or emergency remedy — where feasible given timing and geography
• Partial re-execution — replacement of a specific confirmed element after the event
• Store credit — applied to a future order, calculated in accordance with Section 10.6
• Partial refund — limited to the value of the specific undelivered confirmed item only, issued to the original payment method, and not exceeding the limitations set out in Section 10.9

The Client agrees that this escalating approach — which prioritises resolution and experience over financial remedy — reflects the nature of a luxury artisan product and is fair and reasonable in the circumstances. Demanding a full refund as a first response, without allowing Sucré an opportunity to assess or remedy, is not consistent with this Agreement and will not be accommodated.

10.6 Store Credit — Sole Exception, at Sucré's Discretion

Outside of the remedy process described in Section 10.5, store credit is the only financial exception Sucré may offer in response to a cancellation, and is granted solely at Sucré's discretion. Store credit is not an entitlement and may not be demanded, assumed, or negotiated. The decision to offer store credit is made on a case-by-case basis having regard to the circumstances of the cancellation, the stage of production at the time of cancellation, and the costs already incurred by Sucré.

Where store credit is offered for a cancellation outside the 30-day window, the following applies:

• The deposit (50% of the total order value) is retained by Sucré in full — it is non-refundable under all circumstances, except where required by applicable law, and is never included in any store credit calculation, as it compensates for work already performed at the time of booking
• The 3% payment processing fee is deducted from any remaining balance before store credit is calculated, as it is non-recoverable (see Section 3.3)
• Store credit is calculated on the balance paid above the deposit only, less the processing fee deduction — and only where Sucré determines, at its sole discretion, that such credit is warranted
• Materials and custom third-party orders — the cost of any florals, ribbons, ingredients, laser-cut toppers, or other items sourced or ordered by Sucré specifically for the order will be deducted from the eligible balance at cost prior to any credit being issued. These items remain Sucré's property and will not be returned to the Client in lieu of or in addition to store credit. See Section 8.4 for full terms governing material ownership on cancellation.
• Accelerated commission amounts are excluded — any Accelerated Production Premium and any non-refundable Priority Date-Hold retained under Sections 3.1.1 and 8.8 are excluded from the eligible store-credit balance.

Store credit is valid for 12 months from the date of issuance, is non-transferable, carries no cash value, and may not be applied toward delivery fees, Accelerated Production Premiums, Priority Date-Holds, or third-party expedite charges. It may be applied toward a future order of equal or greater value.

10.6.1 Deferral — Same Design to a New Date

As an alternative to cancellation, the Client may request to defer their order to a future date, subject to Sucré's availability. Where the deferred order retains the same design, specifications, and total value, Sucré may, at its sole discretion, apply the full amount paid — less the non-recoverable 3% processing fee (Section 3.3) — toward the rescheduled order. No additional deductions apply to a true deferral where the order remains unchanged. Deferral requests must be made in writing to [email protected] at least 14 days prior to the original delivery or pickup date and are not guaranteed.

10.7 Cancellation and Order Modifications

Orders cancelled within 30 days of the delivery or pickup date are non-refundable in full — the entire contract amount is owed to and retained by Sucré, and no store credit will be offered.

For orders placed within 30 days of the event, the full contract amount is non-refundable from the moment of payment, as production planning and sourcing commence immediately upon booking. The proximity of the event date at the time of booking does not create any additional cancellation rights.

For a 0–2 day custom-cake request, the separate Priority Date-Hold cancellation rules in Section 3.1.1 apply before the final commission is confirmed. Once the final quote is accepted and the remaining balance is paid, the full accelerated commission amount — including the Accelerated Production Premium — is non-refundable.

Modification requests must be submitted in writing to [email protected] at least 30 days prior to the delivery or pickup date. Sucré reserves the right to refuse modifications based on timing, complexity, feasibility, or production capacity. Approved modifications may be subject to additional charges.

10.8 Force Majeure

In the event of a force majeure as described in Section 9.3, Sucré will work with the Client to find a suitable solution, which may include rescheduling. Refunds will not be issued as a result of force majeure events.

10.9 Liability Limitation for Refunds

Except for a full Priority Date-Hold return required by the Sucré-unable-to-proceed condition in Section 3.1.1, should Sucré determine that any amount is to be returned to the Client under exceptional circumstances, such amount shall not exceed the total amount paid by the Client less the standard commission deposit, any properly retained Priority Date-Hold, the non-recoverable processing fee, and any materials or third-party costs already incurred. This limitation reflects the significant time, consultation, capacity, materials, and labour invested from the applicable payment stage.

10.10 Dispute Review Process

In the event of a disputed error or refund claim, Sucré reserves the right to review the claim, assess supporting documentation, and make a final determination. Sucré's decision will take into account the order's specifications, delivery details, and photographic evidence submitted by the Client.

10.11 Subjective Taste and Design Preferences

Matters of personal taste, sweetness level, texture, colour perception, or subjective aesthetic preference are inherently variable and cannot be guaranteed. Provided the product is made in accordance with the agreed specifications and within Sucré's professional standards, such subjective factors shall not constitute grounds for complaint, refund, replacement, or reduction in payment.

10.12 Creative License and Refund Exemptions

Sucré maintains creative and structural discretion to ensure the quality and stability of the final product. Refunds or adjustments will not be issued for minor adjustments to colour, design, or structural elements made to ensure the integrity of the cake.

10.13 Finality of Terms

By proceeding with payment, the Client confirms acceptance of the refund and cancellation terms applicable to that payment and commission stage, including the standard commission terms or, where applicable, the limited Priority Date-Hold terms in Section 3.1.1.

10.14 No Warranty for Outdoor Conditions

Sucré provides no warranty for cakes displayed or served outdoors. Environmental factors such as heat, wind, insects, and humidity may impact the product's appearance or stability. The Client accepts full responsibility for these risks.

10.15 Outstanding Balance — Right to Withhold

Sucré reserves the right to withhold production, delivery, or release of the cake until all outstanding amounts under this Agreement — including the full balance remaining after any Priority Date-Hold credit, any applicable Accelerated Production Premium, structural deposits, third-party expedite costs, or additional charges — have been received and cleared. Sucré's obligation to produce, deliver, or release the cake is conditional upon full payment. Delay resulting from an outstanding balance is the Client's responsibility and does not constitute grounds for refund, discount, or complaint.

10.16 Quote Validity and Price Increases

Except for accelerated commissions, quotes issued by Sucré are valid for 30 days from the date of issue. Quotes for custom cakes requested within 14 days expire at the shorter acceptance and payment deadline stated in the quote, which may be measured in hours rather than days. If the Client does not proceed within the applicable period, the quote and any preliminary availability may be withdrawn or revised.

For orders confirmed and paid in advance — particularly long-lead wedding or event orders — Sucré reserves the right to pass through material cost increases exceeding 10% of the original quoted ingredient cost, arising from documented supplier price changes between the quote date and the production date. Sucré will provide written notice of any such adjustment. The Client may, within 7 days of such notice, elect to cancel the order, in which case the standard deposit only is retained and no further amount is owed. Proceeding without response constitutes acceptance of the revised pricing.

10.17 Cake Cutting by Third Parties

Sucré bears no responsibility whatsoever for any damage to the cake's appearance, decoration, or structural integrity, or for any injury, serving issue, or guest complaint, arising from the cake being cut, portioned, or handled by any person other than Sucré staff — including venue caterers, event coordinators, wedding planners, or guests. The Client assumes full and sole responsibility for ensuring that all persons involved in cutting or serving the cake are briefed on Sucré's decoration removal instructions, structural support components, and safe serving guidelines. Damage caused by improper cutting does not constitute grounds for refund, replacement, or complaint.

10.18 Client Incapacity, Death, or Personal Cancellation

In the event that the Client or a key event participant becomes seriously ill, incapacitated, or deceased, or the event is cancelled for personal reasons beyond the Client's control, the standard cancellation and deposit terms of this Agreement remain in effect. The deposit is non-refundable except where required by applicable law. Sucré acknowledges the sensitivity of such situations and may, entirely at its discretion and as a goodwill gesture, offer a deferral of the order to a future date in accordance with Section 10.6.1. No refund of any amount will be issued on the basis of personal circumstances, and this Agreement does not provide for compassionate refunds. Clients are encouraged to obtain independent event cancellation insurance to protect against such risks.

10.19 Waiver of Late Claims

Any complaints, disputes, or claims not raised within the timelines specified in this Agreement are deemed waived by the Client and will not be eligible for review, refund, or adjustment.

Assumption of Risk

11.1 Assumption of Risk

The Client acknowledges and assumes all risks associated with the consumption and handling of the cake once it leaves Sucré's care. This includes risks related to:

• Allergic reactions to ingredients or potential cross-contamination
• Quality changes due to improper storage or transportation
• Physical injuries caused by structural supports or decorations

11.2 Revisions to This Agreement

Sucré reserves the right to revise this Agreement at any time. Updated terms take effect immediately for new orders. Clients with existing orders will be notified of any significant changes that may affect their Agreement.

11.3 Binding Nature of Payment

11.4 Entire Agreement

This Agreement, together with the final quote document and the Commission Confirmation email issued following payment, constitutes the entire agreement between Sucré and the Client with respect to the commission and supersedes all prior discussions, representations, warranties, understandings, or communications — whether written or oral — including any statements made during the design consultation process, via WhatsApp, by phone, or in any other informal channel.

The Client acknowledges that they have not relied on any representation, promise, or statement not expressly contained in this Agreement or in the confirmed written order summary. No employee, contractor, or representative of Sucré has authority to make representations that vary or supplement the terms of this Agreement outside of a formally revised written quote or order confirmation issued by Sucré.

11.5 Commission Confirmation as Final Source of Truth

Upon receipt of the payment that fully confirms the commission, Sucré issues a Commission Confirmation email to the Client setting out the finalised order specifications — including event date, design brief, confirmed flavours, pickup or delivery details, and pricing summary. This document, together with the final quote, constitutes the definitive and exclusive record of what has been agreed. A Priority Date-Hold receipt is not a Commission Confirmation and does not confirm final design specifications or final price.

The Client is responsible for reviewing the Commission Confirmation immediately upon receipt and notifying Sucré of any discrepancy within 48 hours by email to [email protected]. After this period, the Commission Confirmation is deemed accepted in full. Any claim that the cake deviated from the agreed order must reference a specific line item or design note in the Commission Confirmation — not any prior informal communication. The Client is advised to retain a copy of both the final quote and Commission Confirmation for the duration of their event planning.

The version of this Agreement in effect at the time the Client's standard deposit, Priority Date-Hold, or full payment is received governs the corresponding payment and commission stage. The Client is encouraged to save or print a copy of this Agreement and every payment confirmation for their records.

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For questions about this Agreement prior to making payment, please reach out before proceeding.