Terms & Order Policy
At CakeUp, every cake is handcrafted and made to order with time, care, and attention to detail. To ensure fairness and maintain quality for all customers, the following terms apply to all orders.
1. Orders & Changes
- Orders are confirmed once full payment is received or an invoice is issued.
- All orders are binding, as production time and resources are reserved in advance.
- Changes to Orders: Must be requested at least 5 days before pickup/delivery. We will try to accommodate changes after this, but it is not guaranteed and additional charges may apply depending on the production stage.
2. Design Expectations
- All cakes are handmade — slight variations in color, design, and finish may occur.
- Reference images are inspirational, not exact copies.
- Printed designs (photos, logos) may vary slightly due to edible printing materials.
- CakeUp reserves the right to make minor adjustments to ensure stability and quality.
3. Payment Policy
Full payment is required to secure your order slot. Orders will not be released without full payment.
Non-Payment: Failure to pay does not cancel the order. CakeUp reserves the right to charge the full order amount or forward unpaid invoices to debt collection.
4. Cancellation & Refunds
Because all cakes are made-to-order and production begins in advance, our cancellation terms are strictly enforced:
Standard Cancellation
Within 24hrs of ordering OR 5+ days before pickup
Eligible for a 50% refund OR 100% store credit (recommended).
*Payment gateway fees deducted from refunds.
Late Cancellation
Less than 5 days before pickup
No refund provided. Store credit may be offered entirely at CakeUp’s discretion based on design.
Same-Day Cancellation
Day of pickup
No refund. No guaranteed store credit. Order is considered fully in production or completed.
Custom & Large Orders
Themed designs, edible photos, special materials
If canceled after materials are purchased or production begins, up to 75% is non-refundable. Special materials are strictly non-refundable.
5. Pickup & Transportation
- Orders must be collected at the agreed date and time.
- Missed Pickups: Collection will only be possible the next day after 1:00 PM. Cake quality cannot be guaranteed. If no communication is received within 24 hours, the order is discarded with no refund.
- Transportation: Keep the cake on a flat surface (floorboard or trunk), avoid heat/sunlight, and avoid sudden movements.
- Transfer of Liability: Once the cake is collected or delivered, responsibility transfers completely to the customer. CakeUp is not responsible for damage after pickup.
6. Complaints & Returns
- No Returns: As all products are made-to-order perishables, there are no returns and no right of withdrawal after production begins.
- Issues with design must be reported at the time of pickup.
- Issues with taste/quality must be reported within 24–48 hours. A sample of the cake may be required for evaluation.
- Without physical proof or a sample, CakeUp reserves the right to decline the complaint.
7. Images & Policy Updates
- CakeUp may photograph and use products for marketing purposes. By ordering, you agree to this.
- Customers must ensure they own the rights to any provided logos or reference images.
- CakeUp reserves the right to update these terms at any time. The latest version will always be available on this page.
Have questions about an existing order?
Contact Support