Service Standards

Service standards and commitments

Terms	Service standard	Nursery commitment	Nursery Kitchen commitment
Communication	Nurseries are well informed about new dishes, changes to the menu, and updates. Nursery Kitchen can easily communicate food safety information including recalls.	The nursery must monitor Nursery Kitchen communications as they may relate to safety. Nurseries must provide and update contact information for those to be contacted regarding: · Food safety updates (inc recalls) ·New dishes and changes Nursery feedback is vital to improving our service. Nurseries are expected to complete surveys.	We will communicate with the nurseries nominated individuals regarding: · Newsletters · New and changing dishes · Substitutions · Food safety & recalls
Refunds	All dishes, goods, and services will be delivered as ordered and in line with our product specifications, unless a reasonable alternative is accepted.	All non-conformances must be raised via the Ticket Portal. The user must submit all required evidence for each ticket.	We will refund any dish, product or goods that falls below the service standard.
Shelf life	We guarantee shelf life of any dish or product for the menu date of the food ordered.	You may amend the days you choose to serve a dish or product, but we cannot guarantee the shelf life if you chose to do so. Dishes must never be consumed outside of the stated use by date.	If a dish or product is delivered without the shelf life required for the menu date, we will offer a replacement product or issue a refund.
Delivery	We complete night or day deliveries as agreed at the outset. Driver will load the nursery’s fridge(s) with their orders, laying the trays in a criss-cross way to avoid direct pressure to the lids, and will place a ‘day-tag’ to the food trays allocated to the days in our menu, but this will be subject to space available upon delivery.	If deliveries are completed during the day, our drivers must be treated as ‘visitors’ in line with your safeguarding policy. It is the nursery’s responsibility to clear and tidy their fridge as much as possible, leaving enough space to load the fridge by day.	In the event we are unable to access your nursery or safely store your food in the fridge, we will return the delivery to nursery kitchen for safe storage. You can arrange an additional delivery for £80. Subject to availability If you do not wish to receive the food, we will arrange a donation to The Felix Project, but orders remain chargeable.
Packaging	All food packaging will be fully sealed upon delivery.	If you discover an open lid upon delivery, you must raise a service ticket by 12 noon the day following delivery. You must dispose of any open containers as it may have been subject to contamination See refunds terms	Our drivers will identify any open lids on delivery, return the item, and leave a note with the delivery.
Manual orders	We support nurseries with additional manual orders where possible.	Manual orders must be submitted through the Ticket portal. Manual orders are chargeable and added to the following invoice.	We will endeavour to support you with additional manual orders where possible. Any manual orders will be added to your next scheduled delivery.
Missing item	We endeavour to deliver all items ordered, however, preparing your order by hand is open to human error, which can unfortunately result in occasional mistakes.	Please ensure that you have searched your fridge for the item as it may have been moved to a different shelf. The nursery is responsible for checking the goods on delivery. In the case of any excess, shortage, damaged or open packs, or incorrectly supplied goods, the nursery must notify us via the Ticket Portal by 12pm the day after delivery. In the absence of any such notification, goods shall be deemed to have been accepted. See refunds policy	If you wish to order a replacement, a manual order will be raised and it will be delivered with your next scheduled delivery.
Substitutions	If we are unable to fulfil an order, we will endeavour to substitute with the closest available alternative.	You must ensure that any substituted item meets any allergy/dietary requirements. You will need to let us know that you are unhappy with the substitution via the Ticket portal by 12pm the day after the delivery.	We will communicate any substitution to the nursery. If the substitution is unsatisfactory, we will refund you.
Food quality	We endeavour meet consistently highest levels of quality. All prepared dishes are assessed with our taste panel daily.	If you feel a dish does meet your expectations, you must notify us via the Ticket Portal. See refunds policy.	We assess your feedback against our specification for the dish and taste panel score. If the dish is below our high standards we will offer a full refund.
Food safety – foreign object	All food is produced to the highest safety standards.	You must notify us by raising a food safety ticket in the service portal. The ticket must include the item name, use by, lot number and a photo of the object. Please place the foreign object into an envelope and hand to the driver on your next delivery. Alternatively, please place the envelope in an area for the driver to collect (night deliveries)	We will thoroughly investigate and report back on all findings. We will refund all items that fall below our high safety standards.
Food safety – fish bones	We request fish free from bones bones. However, it is extremely difficult to entirely eradicate them. It should be very rare to find a fish bone in a dish and it should never be large than 10mm.	If a dish contains a fish bone if 10mm or greater, please notify us via the Ticket Portal attaching a photo of the bone against a ruler. Please retain the bone as we may request to collect it to aid our investigation. Once the fish dish is cooked, we recommend nurseries ‘flake’ the cooked fish with a fork, pressing down with the fork into the fish to help you identify whether any bones have escaped the checking process prior to cooking. Please ensure you do this in an area with good lighting each time a fish dish is served. If feeding younger children, this can also be checked when spoon-feeding portions of dishes.	We will refund a product containing a bone larger than 10mm.
Labels	Labels will be legible and printed on every item.	Please do not use the product that does not have a label or where the label is illegible. Nurseries must notify us via the Ticket Portal	We will refund any item that is unlabelled or where the label is illegible.
Cooking instructions	We provide cooking instructions for all dishes	Cooking instructions are provided as a guide, your appliance may have a personality of its own (or different power rating). Please adjust accordingly. All dishes must reach a core temperature of 83C.
Portion sizes	We pack all dishes as per the weight specification on the order website and the weight on the pack label	You must order the appropriate volume of food to create your required portion size. You will need to provide a photo of the weight of an unopened pack to confirm an underweight pack. We recommend a large tray should serve 8-10 children, medium 3-4.	We will refund any pack that’s lower than it’s stated weigh with a tolerance of 5%.
Product recall	We will recall any product deemed to be unsafe, following our recall procedure. We will report recalls to the appropriate authorities	You must support our recall process by identifying any recalled product upon request. You must nominate an active email for recall notifications. This must be monitored by an appropriate person.	We will refund in full any product recalled.
Onboarding	We will audit your kitchen and nursery for delivery and advise you on appropriate equipment and training requirements	It is the nursery’s responsibility to ensure their equipment and food safety management system is appropriate to meet our terms of service. Your equipment and FSMS must be in place before your first delivery.
Events & training	We provide support, training, and a variety of digital resources that you need to host parent events and team training around food.	You will need to coordinate and lead parent events and team training following this guidance.
Communication & newsletters	We produce a monthly email newsletter which highlights changes to the menu and other key information	You must ensure that you are receiving and reading the newsletter. Please check junk folders if you do not receive the newsletter, and make us aware.
Cold chain	Our drivers will leave an air temperature ticket of the vehicle on delivery. Pack temp reading is included in the delivery confirmation email.	The pack temp reading must be included in the temperature log paperwork.	A detailed cold chain risk assessment is available upon request.
EHO Inspection	We provide resources and support for your environmental health inspection within your onboarding pack.	You must follow a food safety management system, and as a minimum, Safer Food Better Business or as directed by your local Environmental Health Department.
Force Majeure events	We will take all reasonable endeavours to ensure continuity of service during any force majeure event.		The service standards detailed in this agreement will be suspended during the course of a force majeure event. A force majeure event includes any act, event, non-happening, permission, or accident beyond our reasonable control.
Withdrawal of service/ Cancellation	We reserve the right to withdraw service in the case of a nursery’s suspended registration with Ofsted, breaches of environmental health regulation, or failing to meet minimum nutritional standards.	All orders placed in the order system are chargeable unless cancelled before the order deadline.	We reserve the right to withdraw service where unpaid invoices exceed 30 days past the due date.