These terms apply to all orders placed on The Pantry Catering and meals subsequently supplied unless we agree otherwise in writing.  Please read them carefully before placing your orders.

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1. “You” means the person placing food orders.
2. “Meal recipient” means the child or adult who will receive the meal in school and who is having orders placed on his or her behalf.
3. “Our website” means thepantrycatering.co.uk
4. “We”, “us”, “our” means The Pantry Catering, supplies meals and services at your school.
5. “Your school” means the school at which the person who will be receiving the ordered meals and services currently attends.

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• The Pantry Catering account was provided to you as the person who is responsible for any debts accrued for any meals (out with free school meal entitlement) and paid-for services at the school. Although you may permit your child or children to place their own orders, this should be supervised, as any orders placed will be assumed to have been chosen by the owner of the account.
• By setting up a pantry account you are consenting to the school providing us with any necessary information required to provide a school meal, this will include but not be limited to the following: Parents Name, email address for contact, Child’s full name, year group and class name.

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For items you have pre-ordered

• Pre-ordering is a statement of your meal preference and does not constitute a contract to supply or a guarantee.
• We will endeavour to supply the meals you have chosen however there may be instances where we are unable to do so, in which case an alternative meal will be provided.

Accompaniments and desserts.

• Items shown on the menu which are not available for pre-order (such as desserts and accompaniments) may, in certain circumstances, change on the day.

What we will provide

• In return for the stated meal price we will provide a main course with accompaniments, and a dessert item.  If your child is entitled to free school meals, we will reclaim the cost of these directly, and you do not need to provide payment.

What constitutes a ‘suitable alternative’

• Our staff will provide a suitably nutritious alternative from the food that is available to them.  The alternative will account for the meal recipient’s dietary needs (if they have been made known to us).  Cooks are encouraged to make the alternative as appealing as possible for the meal recipient with the time and supplies available

Meal supplied after the cut off time

If you missed the cut off time to place an order, the following option may apply:

• A Jacket potato will be offered, this will be allergen free so depending on said days topping this could be plain.
• You be required to provide a packed lunch

Fish bones

• Although we purchase all our fish fillets boneless, our supplier cannot guarantee the 100% removal of all bones. So, we do advise caution when consuming fish meals as they may contain bones

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• We hope you enjoy our meals.  If you are unhappy with our service, please let us know. School meals are not compulsory; if you do not wish to pay for meals in the manner required or do not wish to claim your free school meal entitlement (where applicable) you may choose to provide packed lunches.

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• We will only provide refunds for paid meals, and when all the following conditions are met:
• A pre-ordered meal choice was not available,
• A significant part of the meal was omitted, and
• No suitable alternative was provided.
• If you cancel your meal order before the daily cut off

When supplying refunds, they will be calculated on the basis that the main course accounts for 60% of the meal price and the dessert 40%. If a dessert is not part of the offer, the main course will account for 100% of the price

If you have credit on your account and would like it returned to you this can be arranged.  Requests for refunds should be sent to office@thepantrycatering.co.uk.co.uk and refunds will be processed within 5 working days.

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• Card payments
  • Meals should be paid for in advance as we do not provide credit.
  • Where card payments are offered, amounts paid for blocks of meals are correct at the time of sale. Amounts paid in advance will add funds to your account; the number of meals stated at time of purchase are for indicative purposes only. Please note your school also maybe liable for a booking fee when you top up your account, this is at a fixed rate and will be charged at time of the transaction.
• Free meal entitlement
  • No payment is required for meals taken within the free meal’s entitlement.  Other goods and services purchased can be paid for by cash or cheque as applicable.
• No Debt Policy

We operate a no debt policy so if your child/children are provided with a meal and there are insufficient funds on the account these must be settled with 5 working days. Failure to do this could result in your child/children’s accounts being suspending thus cancelling any further bookings and no further meals will be provided until the existing debt is cleared.

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• We will endeavour to provide suitable alternatives for pupils with genuine dietary requirements and allergies, documentation is required for proof of allergen.
• If you cannot find the necessary nutritional information on our website to allow you to order for your child, please contact our office for further details prior to ordering.
• Once we have received all relevant documents, it can take up to 3 weeks for a menu to produced.

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• Occasionally we must change the menu.
• The menu will be updated on our website to reflect the change.
• Where a change is made, we will notify parents who have pre-ordered a meal on that day and ask them to place a new order, failure to select a new meal will mean the child will receive the alternative we have placed online.
• We avoid making changes to a menu at short notice unless it is necessary.  Due to time constraints, if changes are made after 8.45am on the day we will not email you and ask you to place a new pre-order.

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•  We collect feedback on services and goods provided to the Schools
•  This feedback is used expressly for the purpose of identifying the strengths and weaknesses of products and services (e.g. recipes/menus), so that we, the School Meals Provider can use the results to further improve the relevant services and goods.

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We take privacy very seriously, and our Privacy Policy is detailed in a separate document. The Privacy Policy document is available by clicking here. If you have any difficulty finding it, please just contact us using the details below.

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• We offer various ways to get in touch:
• Email: office@thepantrycatering.co.uk
• Phone: 0208 813 7040