IndiMax- Service Level Commitment & Terms of Service

                                                 

This Service Level Commitment and Terms of Service covers Eden’s Express delivery service of ready to eat food to its London clients from 1st February 2018.  It is our declared commitment to you, our client, of the standard of food and service you can expect from us and, in a few cases, what we expect from you.

Scope
Menus covered by this commitment and terms are all those available for online ordering on Indimax website and will include any set menus created for clients which incorporate the same food.

Food Quality
There are no compromise on the quality of the food. the the food will be freshly prepare and deliver. the menu will always be interesting, creative, flavourful and superior quality. 

Food Safety

Food safety is a global concern that covers a variety of different areas of everyday life.

Our Food safety procedures are audited every month.  Our Executive Chef have Merit in CIEH Level 3 Supervising Food Safety in Catering and Certified Food Allergen Qualifications.  

Our Suppliers

Our suppliers take extra care to supply all the ingredient according to the food safety regulation. All their van are designed accordingly. We work close to local suppliers to get fresh food supply.  All our meat and fish (except crustaceans) is UK farmed and sourced.  


Allergens & Dietary Requirements
Our food is generally always presented on platters with  vegetarian food on separate platters and labeled accordingly.
Our menus state the dietary status (vegan, vegetarian, gluten free, dairy free) of all items.


If an item contains nuts we will state this fact but cannot guarantee that those items not stated such do not contain any traces of nuts. Much of our food involves bread and rolls which bakers are seldom prepared to guarantee as free of nuts.


Allergen information for all our food will be listed on the back of the delivery note for your order.  


If any of your guests have particular dietary requirement please state this at the time of ordering and we will suggest suitable food, arrange for the food to be on separate platters and labelled.

Equipment Hire
You may have hired some equipment (e.g. platters, jugs, bowls) as part of your catering requirement.  This equipment remains the property of Indimax Ltd and must be kept for our collection, generally on the same afternoon of delivery or the following day.  Any breakages or loss of equipment will be invoiced at cost. 

Equipment Collection
Please gather together the equipment loaned or hired by you ready for collection. It does not need to be cleaned.  If it is not ready or available for collection an additional collection may be chargeable.

Ordering
Orders can be taken by Email and Call.  If you are ordering for same day delivery or are needing help with an order do please call us.  Same day deliveries cannot be placed on the website.

Menu Order Deadlines  
Working Lunch 16:30 prior working day
Desserts  16:30 prior working day
Drinks   16:30 prior working day
Breakfast  14:30 prior working day
Bowl Food  12:00 prior working day
Fork & Salads  12:00 prior working day
Afternoon Tea 12:00 prior working day
Canapés  12:00 3 working days prior

Order Acknowledgement and Confirmation
An order placed on our website will be acknowledged automatically by the website.  This acknowledgment is not our confirmation that we can deliver your order.   We aim to confirm receipt and our ability to deliver your order by email within one hour (during working hours) of our receiving all orders.  This order confirmation is our commitment to deliver the food listed at the time and address stated.  Please ensure that these details are correct as we cannot accept any form of liability if we fulfil this order as detailed and it is not what you had wanted. Please contact us if you do not receive a confirmation.

Cancellations

Cancellation of an order must be made in writing.
If you wish to cancel or reduce an order the following charges will apply:
Breakfast Menu:  Orders cancelled or reduced after the order deadline time (14:30 prior working day) will be charged in full.
All other menus: Orders cancelled or reduced after the particular menu’s order deadline time (see above table) will be charged at 50% unless:
An order cancelled or reduced after 9.00am on the day of delivery will be charged in full.

The Delivery
Your delivery will be made in one of our refrigerated vans, driven by a uniformed driver. The vans are checked daily for correct temperature.

Invoicing
Your invoice will be emailed, the working day after delivery of your order, to the orderer or another nominated recipient e.g. your accounts dept.  In any event please ensure the invoice is made available to your accounts payable department to allow timely payment.
 

Terms of Payment
All first orders placed with us must be paid for by debit or credit cards. 
If a credit account has not been opened an order must be paid for at the time of ordering.
Payment for orders on a credit account must be paid within 30 days of the invoice date

Payment
Payment can be made by cheque, card or bank transfer.  Our bank details are:
Account Name:  
Account Number:  
Sort Code:   
 

Credit Accounts
A credit account can be applied for by completing a Supply Form.  We cannot confirm an order on credit supply until your Supply Form has been received and the credit account authorised by a director of the company.
 

 

Environment
We aim to minimize our impact on the environment in everything we do.  We send zero waste to landfill and encourage you to do the same. We will collect all our platters for recycling and ask that you keep them for our drivers to collect.
 

Sustainability
Sustainability is a big subject for us and an influence on every decision we make.  We have specific documentation informing what we do in this regard and is available on our website or speak to us directly.  Be however assured that in all areas of sustainability, social, economic or environmental, we endeavour to make the right decision and follow the right path at every opportunity.
 

Md Nafish Ansari
Operations Director