Deposits/Refund Policy
Refund/Exchange
General Refunds/Exchanges
To receive a full refund,you must request a cancellation within one hour of placing an order.If you wish to exchange or alter your order you must contact the store within one hour. If it is outside of provided time frame your request may be denied.
If you need to reschedule the time window or date of delivery please contact us immediately.
In the event of a Damaged/Lost package
Damage: Please take several photos of the package and open a claim with the shipping parcel company (USPS/FedEx/UPS/DHL)
Lost: Please contact the shipper and notify us immediately. We will work together to ensure that the package is delivered.
We understand that mistake and accidents can happen.
Deposit Policy
An executed copy of the Agreement must be returned with a 50% deposit in order to secure a reservation for the event catered by Pure Hands Clean Heart, LLC. This deposit is only refundable if the Event is canceled within the terms of the Agreement. Final payment of the remaining balance is due five (5)days prior to the event.
Except for the following exceptions:
1.Caterer waives the five (5) day deadline at the time of Agreement (Signature required)
2.The agreement has been signed less than five(5)days before the event in which full payment is due when booking.
3. Total amount catered is under $200
The caterer may cancel the Agreement at any time if customer does not adhere to the payment schedule. If canceled by Caterer for untimely payment,customer forfeits all deposits paid.
The caterer will accept cash,money order,checks and credit cards (visa and MasterCard) as forms of payment.customer checks must be received ten (10)business days prior to the event for clearance, payable to Pure Hands Clean Heart LLC. There will be a charge of $75 for any bounced/returned check. A 3% transaction fee will apply to all credit card transactions.
Mileage Fee
If Event involves the use of caterer's delivery, a mileage fee of $2/mile for all caterings will be assessed. Total mileage will be determined by calculating the round trip miles from caterer's commissary location in oakland, California to Event location.If Event requires a setup performed by caterer, a setup/delivery fee of $35 for all caterings within fifteen(15) miles limit,a mileage fee of $1.50/miles,in addition to the $35 set-up/delivery fee, will be assessed.
Cancellations
Delivery/Catering
To secure the event date ("Reservation Fee'). The Reservation fee is non-refundable.If the Event is canceled with ten days prior to the Event date, caterer will retain the full deposit. If the Event is canceled seven (7)days or less prior to the Event date,
the full amount of the event will be retained and/or owed to caterer.
Shipping
In the event of a cancellation,purchaser must contact Merchantman within one hour of purchase for a full refund. After one hour, the customer cannot cancel the order. In the event of a change of address or, incorrect address entered the purchaser may be liable for the cost of shipping. If the item has been shipped to the incorrect address, the merchant is not liable for the product's shelf life expiration due to extended and/or unforeseen shipping delays.
Please be aware: Shipping dates can vary. Weather and other unforeseeable circumstances may delay delivery. Please be mindful of the shelf life of the product. Pure Hands Clean Heart ships items fresh and typically overnight.
Each package requires an indirect or direct signature.
Delivery/Pick Up
Purchase unless they are purchased through post mates. If the item has not been canceled within one hour and you wish to cancel,
you will not receive a refund.
Please Notes: The kitchen often makes treats that contain nuts. If you a nut allergy,please notify us immediately.