ROCK SUGAR LLC — Terms & Conditions

Effective Date: March 5, 2026

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These Terms & Conditions (“Terms”) govern all orders placed with ROCK SUGAR LLC (“RS”). By submitting payment toward any invoice, the client (“Client”) acknowledges, accepts, and agrees to be bound by these Terms in full.

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1. DOWN PAYMENTS & BOOKING

1.1 Deposit Requirement

A minimum down payment of 50% of the total order amount is required to secure your event date. Orders confirmed 14 days or less before the event require 100% payment at booking. Inquiries, whether written or verbal, do not reserve dates.

1.2 Non‑Refundable Deposit

The down payment reserves your event date and is strictly non‑refundable.

1.3 Full Payment Policy

If the Client chooses to pay the full invoice amount instead of the standard 50% deposit:

• The first 50% of the payment will be treated as the non‑refundable deposit.

• Paying in full does not alter the refund structure.

• Any approved refund will be calculated as if only the standard deposit had been paid.

• Full payment does not entitle the Client to a larger refund.

1.4 Discount & Credit Conditions

Any discounts, tasting credits, promotional offers, or incentives applied at booking are contingent upon the order being fulfilled. If the Client cancels the order, such credits become void and will be removed from any refund calculation.

1.5 Acknowledgment of Terms

Any payment toward an invoice constitutes full acceptance of these Terms.

1.6 Quote Validity

Quotes are valid for 30 days. After 30 days, RS may modify or cancel unpaid invoices and adjust pricing to current rates.

 

2. FINAL PAYMENT

The remaining balance (if applicable) is due no later than 14 days before the event date. Failure to pay the balance by the deadline will result in cancellation of the order and forfeiture of the deposit.

 

3. TASTING POLICY

3.1 Tasting Fees

Tasting boxes and tasting appointments are non‑refundable once prepared or delivered.

3.2 Tasting Credits

Tasting credits apply only if the Client books and fulfills the order. If the Client cancels, the tasting credit is void.

3.3 Completed Service

A tasting is considered a completed service once delivered or made available for pickup.

 

4. DESIGN & CONSULTATION TIME

All design work, sketches, consultations, communication time, and custom planning are included in the non‑refundable deposit. These services hold value regardless of order cancellation and are not eligible for refund.

 

5. CANCELLATIONS, RESCHEDULES & NON‑PAYMENT

5.1 Client Cancellation (14+ Days Notice)

If the Client cancels 14 or more days before the event:

• The deposit is non‑refundable.

• No additional monies will be owed.

5.2 Client Cancellation (Less Than 14 Days)

Cancellations made 7–13 days before the event may receive a credit of up to 25% of the order amount (excluding tips), at RS’s discretion.

5.3 Client Cancellation (Less Than 48 Hours)

If cancellation occurs after the order is completed or within 48 hours of delivery, no refund or credit will be issued.

5.4 Non‑Payment

Failure to pay the balance by the due date results in cancellation and forfeiture of the deposit.

5.5 RS Reschedule / Delay Policy

If RS experiences an unforeseen delay (e.g., emergency, traffic, weather):

• RS will notify the Client as soon as reasonably possible.

• RS will offer reasonable rescheduling or delivery alternatives.

• If the Client refuses all reasonable alternatives, the refusal will be treated as a Client cancellation, and no refund will be issued.

 

6. DELIVERY & PICKUP

6.1 Post‑Delivery Responsibility

Once delivered or picked up, RS is not responsible for damage caused by:

• improper storage

• mishandling

• environmental conditions

• transportation by the Client

6.2 Missed Delivery

If the Client or representative is not present at the agreed time/location:

• A $50 re‑delivery fee will apply.

• No refunds or credits will be issued for missed appointments.

6.3 Late Pickup

If the Client does not arrive within 10 minutes of the scheduled time, RS may leave. All monies will be forfeited, and re‑delivery is not guaranteed.

 

7. REQUESTS FOR CHANGES

7.1 Change Requests

Changes requested within 72 hours of delivery incur a 35% fee, payable immediately.

7.2 Creative Adjustments

RS may adjust the design as needed to accommodate late changes.

 

8. ALLERGIES

RS products may contain or come into contact with common allergens. RS is not responsible for allergic reactions.

 

9. REFUNDS

9.1 Issue Reporting

Any issues must be reported immediately upon delivery.

9.2 Sample Requirement

A sample must be provided within 24 hours for a refund to be considered.

9.3 Appearance Complaints

Photos are required; a partial refund may be issued at RS’s discretion.

9.4 Fault Determination

If RS is found at fault, a partial refund may be issued.

9.5 No‑Fault Situations

If RS is not at fault, a store credit may be issued at RS’s discretion.

9.6 Refund Processing Fee

All refunds are subject to a 3% processing fee charged by the payment processor.

9.7 Deduction for Purchased Materials

Any ingredients, materials, or custom items already purchased for the Client’s order are non‑refundable and will be deducted from any approved refund.

9.8 No Grounds for Complaint

If RS determines there are no grounds for complaint, no refund or credit will be issued.

 

10. COLOR MATCHING

Color variations may occur due to lighting, digital screens, or materials. RS is not responsible for discrepancies if no swatch is provided.

 

11. AI‑GENERATED REFERENCE IMAGES & DESIGN LIMITATIONS

11.1 Conceptual Use Only

RS may use AI‑generated images, digital mockups, or visual references during the design process. These images are intended to illustrate general style, color direction, or design inspiration.

11.2 No Exact Replication

AI‑generated images often depict effects, textures, structures, or materials that are not achievable with edible mediums. The Client understands that the final cake will not look identical to any AI‑generated reference image.

11.3 Edible Medium Limitations

Variations may occur due to:

• ingredient behavior

• food‑safe construction requirements

• color absorption

• environmental conditions

• structural integrity

• the natural limitations of edible materials

11.4 Creative Interpretation

RS retains full creative discretion to adapt any AI‑generated concept into a realistic, food‑safe, structurally sound design while maintaining the overall aesthetic direction.

11.5 No Refunds for Variations

Differences between AI‑generated reference images and the final product do not constitute grounds for refund, credit, or complaint.

 

12. INTERNAL STRUCTURAL SUPPORTS

12.1 Use of Food‑Safe Supports

RS may use internal supports such as boba straws, wooden or plastic dowels, skewers, bubble tea straws, or other food‑safe structural materials as needed to ensure stability, height, or design integrity.

12.2 Required for Safety & Stability

These supports are standard in the cake industry and are required for certain designs, including but not limited to:

• tall or multi‑tiered cakes

• sculpted cakes

• cakes with extended elements

• cakes with heavy decorative components

• cakes requiring internal reinforcement

The Client acknowledges that such supports are necessary and non‑optional when RS determines they are required.

12.3 Removal Before Serving

All internal supports must be removed before serving. RS will inform the Client or designated representative of the presence and general placement of supports at the time of delivery or pickup.

12.4 Not Grounds for Complaint

The use of internal supports does not constitute a defect, flaw, or service issue. No refunds, credits, or adjustments will be issued for the presence of structural materials inside the cake.

 

13. FORCE MAJEURE

RS is not liable for delays or non‑performance caused by events beyond reasonable control, including but not limited to: natural disasters, pandemics, accidents, power outages, or other unforeseeable circumstances.