Please raise any complaints:

• Within 48 hours of the event for food, service or delivery issues

• Within 7 days for billing, admin, or equipment concerns

After these timeframes, we may be unable to investigate fully.

4. How We Handle Complaints

Step 1 — Acknowledgement

We will acknowledge your complaint within 48 hours.

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Step 2 — Investigation

We will:

• Review your booking details

• Speak with staff involved

• Check preparation logs

• Review ingredients, timings, or operational notes

• Assess any evidence provided

Step 3 — Response

You will receive a full response within:

• 5–7 working days for standard complaints

• 10 working days for complex cases

Step 4 — Resolution

Depending on the investigation, outcomes may include:

• Explanation and reassurance

• Correction of an error

• Replacement of damaged items

• Gesture of goodwill (if appropriate)

• Process improvements on our side

Refunds or partial refunds are only issued when clear evidence shows service failure.

5. What Is Not Covered

The following are not classified as complaints:

• Issues resulting from undisclosed allergies

• Requests or changes not submitted within booking deadlines

• Problems caused by venue access, delays or environment

• Food quality affected by client handling after delivery

• Complaints made after the accepted timeframe

We will always listen, but these cannot result in refunds.

6. Our Commitment to Fairness

We aim to resolve complaints with professionalism, honesty and care.
Every concern is reviewed impartially, and we use all feedback to strengthen our service experience.

7. Escalation

If you feel the response does not resolve the matter, you may request an escalation to senior management via:

hello@thisiskitts.com

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A final decision will be provided within 7 working days.