Terms & Policies

At Experience Excellence Events, we believe exceptional experiences begin with thoughtful planning and clear communication. Our policies help us prepare for your event, maintain the quality and presentation we are known for, and ensure a smooth experience from booking through delivery.

By confirming a booking, clients agree to these terms and any additional terms outlined in their approved proposal or invoice.

1. Booking and Payment

Your event date is reserved once your proposal is approved and the required 50% deposit is received. Your date is not guaranteed until both steps are complete.

The remaining 50% balance is due 7 calendar days before the event, unless an alternative payment schedule has been agreed upon in writing.

For larger events, corporate experiences, and custom installations, payment schedules and any additional requirements will be outlined in the individual proposal or invoice.

Requests outside the approved scope, including additional menu items, guest-count increases, extended service, or changes to the original design, may incur additional charges. Additional charges will be communicated for approval before the additional work is undertaken.

2. Cancellations and Rescheduling

Each booking involves advance planning, ingredient sourcing, staffing, and preparation. Our cancellation policy reflects the commitments made specifically for your event.

Cancellations

All cancellations must be submitted in writing.
The initial 50% deposit is non-refundable, subject to applicable law.
Any additional payment already made will be evaluated based on the timing of cancellation, work completed, ingredients and supplies purchased, staffing commitments, and other nonrecoverable costs.
Any applicable refund or outstanding balance will be determined according to the booking agreement and applicable law.

Rescheduling

Rescheduling requests must be submitted in writing and are subject to availability. Additional costs may apply when rescheduling requires new ingredient purchases, staffing arrangements, rentals, or other event-specific expenses.

If a new date cannot be accommodated, the request will be handled under the cancellation terms of the booking agreement.

Custom orders, personalized designs, and orders requiring advance sourcing may have additional cancellation or change restrictions when disclosed and agreed upon before booking.

This cancellation policy does not limit any remedies available for incorrect, incomplete, damaged, or spoiled orders under our Refunds, Replacements & Order Issues policy.

3. Ordering Lead Times

We recommend booking as early as possible to allow sufficient time for ingredient sourcing, design development, staffing, and event coordination.

Small platters and boxes: At least 48 hours notice, subject to availability.
Custom platters and private events: Advance notice is recommended, particularly for specialized designs or dietary requirements.
Events for 100 or more guests: Please book at least 2 weeks in advance.
Holiday season and peak dates: Please book 4–6 weeks in advance. Availability may be limited during major holidays and other high-demand periods.

Rush orders may be accepted at our discretion and may incur additional fees. All orders are subject to availability and are not confirmed until the proposal, pricing, and payment requirements have been completed.

4. Service Area, Delivery, and Setup

Experience Excellence Events serves the San Francisco Bay Area. Delivery availability and fees depend on the event location, order size, travel distance, and service requirements.

Delivery charges and any applicable travel or staffing fees will be specified in your proposal or invoice.

Delivery and placement

Standard delivery includes delivery and placement of platters or items in the designated, accessible event area, as agreed upon in your booking.

Full grazing table styling, multi-level installations, decorative arrangements, on-site attendants, teardown, and other specialized services are included only when expressly stated in your proposal.

Clients are responsible for providing accurate venue details, access instructions, parking information, setup windows, and applicable venue requirements. Additional fees may apply if access restrictions, delays, or changes to venue arrangements require additional labor or travel.

Multi-level displays and reusable pieces

Some grazing tables and displays incorporate risers, stands, boards, serving pieces, and decorative elements owned by Experience Excellence Events.

When reusable items require collection after the event, pickup arrangements, timing, and any applicable retrieval fees will be agreed upon in advance. Clients are responsible for the loss of or damage to these items beyond ordinary wear and tear, subject to applicable law and the agreed terms.

5. Menu, Ingredients, and Dietary Requests

Our menus are thoughtfully curated using quality ingredients selected for flavor, presentation, and the overall guest experience.

Menu items may vary due to seasonal availability, sourcing conditions, and product availability. When necessary, reasonable substitutions may be made with comparable items. Material substitutions will be communicated when reasonably possible.

Please communicate dietary requirements and food allergies before confirming your order. We accommodate requests where reasonably possible, including vegetarian, gluten-free, pork-free, and kosher-style preferences, subject to ingredient availability and preparation limitations.

Food allergies and cross-contact

Our food preparation and handling may involve common allergens, including dairy, nuts, wheat, and other allergenic ingredients. Although we take reasonable precautions, we cannot guarantee that food is completely free from allergens or cross-contact unless this has been expressly confirmed in writing.

Please contact us before booking to discuss specific allergies or dietary concerns so we can determine whether the requested accommodations are feasible.

Kosher-style requests

Kosher-style does not mean kosher-certified. Clients requiring kosher-certified food, specific certifications, or religious supervision must notify us before booking so requirements can be discussed in advance.

6. Food Safety and Leftovers

Our food is prepared and presented with attention to quality and food safety. Many of our offerings contain perishable ingredients that require appropriate temperature control and handling.

Once food has been delivered and accepted, responsibility for its storage, display conditions, and subsequent handling rests with the receiving party, except where otherwise required by law or agreed upon in writing.

Food should be served, stored, and handled according to applicable food-safety guidance. We cannot guarantee the quality or safety of food that has been improperly stored, left at unsuitable temperatures, or handled outside our control.

Clients are responsible for arranging appropriate refrigeration and handling for leftovers. We recommend promptly refrigerating suitable leftovers and following applicable food-safety recommendations.

7. Refunds, Replacements & Order Issues

At Experience Excellence Events, we are committed to food safety, freshness, and delivering the items agreed upon in your order. If something is incorrect or arrives in an unsatisfactory condition, please contact us so we can review the issue.

Eligible order issues

We will review requests for a replacement, partial refund, or other appropriate resolution when:

The wrong item was delivered.
Items arrived damaged or spoiled upon delivery.
An order was incomplete or items were missing.

The resolution will depend on the nature and extent of the issue and may include a replacement, partial refund, or another appropriate remedy.

How to report an issue

Please contact us within 24 hours of delivery or pickup, when possible, to report a concern.

Include the following information:

Your order number or event details.
A description of the issue.
Photos of the affected items, packaging, or delivery condition, if applicable and available.

We will review your request and aim to respond within 2 business days.

For food-safety concerns, please stop serving or consuming the affected items and retain relevant information about the order and its handling, if possible.

Refund method and timing

If a refund is approved, it will be issued to the original payment method when possible. Please allow 5–7 business days after the refund has been processed for it to appear, depending on your payment provider.

Alternatively, a replacement may be arranged at no additional cost when appropriate and feasible.

Limitations

Because our food is made to order and often includes perishable ingredients, we cannot offer refunds solely because of a change of mind, a change in event plans, or personal taste or presentation preferences when the order was fulfilled as agreed.

We ask that concerns be reported promptly, ideally within 24 hours of delivery or pickup. Requests received later may be more difficult to verify and will be reviewed based on the circumstances and available information.

Nothing in this policy limits any rights or remedies available under applicable law.

8. Serveware, Displays, and Rentals

Serveware and display materials vary by package and event. The specific materials included in your order will be identified in your proposal or confirmed before booking.

Depending on the package, disposable serving ware may be provided. Reusable serving pieces or specialized display materials may be available by arrangement.

If your organization has sustainability requirements, including preferences for recyclable or compostable materials, please let us know before confirming your order. We will discuss available options, subject to product availability and suitability for the event.

Reusable boards, risers, stands, and other rental items remain the property of Experience Excellence Events unless otherwise agreed upon in writing. Clients must follow the agreed return or collection arrangements. Lost, unreturned, or damaged rental items may incur reasonable repair or replacement charges, subject to applicable law.

9. Guest Counts and Event Changes

Final guest counts, menus, delivery details, and setup requirements must be confirmed by the deadline specified in your proposal.

Changes to the guest count, menu, venue, schedule, or display design may affect pricing and availability. Additional charges may apply for added ingredients, labor, equipment, travel, or other services.

Requests to reduce guest counts or remove items after the applicable confirmation deadline may not qualify for a refund because ingredients, staffing, and preparation may already have been committed.

All changes are subject to availability and must be approved in writing. If an issue arises with the actual order delivered, our Refunds, Replacements & Order Issues policy applies.

10. Unforeseen Circumstances

If circumstances beyond our reasonable control affect our ability to provide the agreed services, we will communicate with the client as soon as reasonably possible and work in good faith to identify an appropriate solution.

Depending on the circumstances, this may include reasonable substitutions, revised delivery or setup arrangements, rescheduling, or another mutually agreed solution. Any refunds, credits, or other remedies will be handled in accordance with the booking agreement and applicable law.

11. Photography and Marketing

We may photograph our food displays and event setups for portfolio and marketing purposes, subject to client privacy, venue restrictions, and applicable law.

We will seek appropriate permission before using identifiable images of guests for promotional purposes. Corporate clients may notify us in writing of confidentiality requirements or restrictions on event photography before the event.

Clients who do not wish their food displays or event setup to be photographed for marketing purposes should notify us in writing before the event.

12. Questions and Special Requests

Every event is unique. We welcome questions about menu customization, dietary needs, sustainability, delivery, venue access, setup, and specialized styling.

Please communicate any special requirements before confirming your booking so we can determine the best approach and include any applicable costs in your proposal.

We look forward to creating a thoughtful, elevated experience for your gathering.

Experience Excellence Events
Nazgol Ashouri, Founder & CEO
Nazgol@exexcellence.com

These terms should be read together with the approved proposal or invoice for your event. Any event-specific terms must be agreed upon in writing. All terms are subject to applicable law.