Terms of Use

Terms and Conditions for On-Demand Catering Services

These Terms and Conditions govern the provision of on-demand catering services (hereinafter referred to as “Services”) for the Thirteenth session of the World Urban Forum (hereinafter referred to as “WUF13”). By placing an order through the official catering portal (hereinafter referred to as “Portal”), the client (hereinafter referred to as “Client”) acknowledges and agrees to be bound by these Terms and Conditions. These Terms and Conditions shall apply exclusively to Services placed through the Portal to be provided accordingly by the caterer (hereinafter referred to as “Caterer”).

 

The Client and the Caterer are hereinafter collectively referred to as the “Parties” and individually as a “Party”.

 

1. Order Placement 

1.1. All orders for Services shall be placed exclusively through the Portal.

1.2. Orders shall be submitted no later than seventy-two (72) hours prior to the requested service date and time.

1.3. A minimum order requirement of twenty (20) persons shall apply to each order, unless otherwise approved by the caterer in writing.

1.4. Any order submitted within seventy-two (72) hours of the requested service time shall be deemed a late order and shall be subject to availability, operational feasibility, and the caterer’s written acceptance.

1.5. The Caterer reserves the right, at its sole discretion, to reject any late order where products, staffing, logistical support, preparation time, or other operational resources are insufficient to fulfil the order.

1.6. Submission of an order by the client shall not constitute acceptance by the Caterer. An order shall only be deemed accepted upon successful processing of payment and issuance of an order confirmation by the Caterer.

 

2. Payment Terms

2.1. Full payment shall be made at the time of placing the order through the Portal using an approved credit or debit card payment method.

2.2. Cash payments, cheques, and any other offline payment methods shall not be accepted unless expressly agreed otherwise by the Caterer in writing.

2.3. No order shall be processed, confirmed, or fulfilled unless and until full payment has been successfully received by the Caterer.

2.4. Upon successful receipt of payment, the Client shall receive an electronic confirmation summarising the order details and confirming payment.

2.5. If payment is declined or remains incomplete for any reason, the order shall not be processed. The Client shall be responsible for ensuring that all payment details provided are valid, complete, and accurate.

 

3. Order Confirmation

3.1. Upon successful placement of an order and receipt of full payment, the Caterer shall issue an order confirmation to the Client by email.

3.2. The order confirmation shall set out the principal details of the order, including the selected menu items, quantities, date, time, and service location, as applicable.

3.3. The Client shall review the order confirmation immediately upon receipt and shall notify the Caterer in writing without delay of any error, discrepancy, omission, or inconsistency.

3.4. In the absence of such written notice, the order confirmation shall be deemed accepted by the Client as accurate and final.

3.5. Once the order confirmation has been issued, any amendment shall be subject to Clause 4 of these Terms and Conditions and may be refused where preparation or operational planning has already commenced.

 

4. Cancellations and Modifications

4.1. Any request to modify an order, including any change to menu items, quantities, service time, or service location, shall be submitted in writing through the Portal or by email to the designated catering contact no later than forty-eight (48) hours prior to the scheduled service time.

4.2. Any modification request received less than forty-eight (48) hours prior to the scheduled service time may be refused and, if considered by the caterer, shall remain subject to availability, preparation status, staffing commitments, and operational feasibility.

4.3. Any request to cancel an order shall be submitted in writing through the Portal or by email no later than 10 May 2026 in order to qualify for a full refund.

4.4. Any cancellation received after 10 May 2026 shall not be eligible for a refund.

4.5. The Caterer shall have no obligation to accept any verbal cancellation or modification request, and no such request shall be binding unless confirmed in writing by the Caterer.

 

5. Menu Options and Product Availability

5.1. The on-demand catering menus are designed to accommodate a range of dietary and operational requirements, including vegetarian, vegan, halal, and gluten-free options, where specified.

5.2. Where any menu item or ingredient becomes unavailable due to supply chain limitations, procurement constraints, force majeure, or other operational circumstances, the Caterer reserves the right to substitute such item with a product of equivalent standard and value.

5.3. Where reasonably practicable, the Caterer shall notify the Client in advance of any such substitution.

5.4. The Client shall be solely responsible for selecting suitable menu items and ordering quantities appropriate to the number of attendees and the intended service format.

 

6. Dietary Requirements and Allergen Disclaimer

6.1. The Caterer shall use reasonable efforts to label food items with relevant allergen information at the point of service in accordance with its applicable food safety procedures and standards. Such information is provided for general guidance only and shall not constitute a warranty or guarantee of completeness or accuracy.

6.2. The Client shall notify the caterer in writing of any dietary requirement, food intolerance, allergy, or other food-related restriction no later than seventy-two (72) hours prior to the scheduled service time. The Caterer shall have no obligation to accommodate any requirements notified after such time.

6.3. While the Caterer shall use reasonable care in the preparation and handling of food, the Client acknowledges that food may be prepared, stored, transported, or handled in environments where allergens are present.

6.4. Accordingly, the Caterer does not warrant or guarantee that any food item shall be entirely free from trace allergens or cross-contact.

6.5. To the fullest extent permitted by applicable law, The Caterer shall not be liable for any allergic reaction, dietary-related incident, or other adverse consequence arising from:

(a) the Client’s failure to disclose complete and accurate dietary information in a timely manner;

(b) the presence of trace allergens or cross-contact despite reasonable precautions; or

(c) any handling, storage, or service of food by the Client or third parties after handover.

 

7. Service Arrangements

7.1. The Caterer shall provide the catering services in accordance with the confirmed order and the applicable operational arrangements for WUF13.

7.2. The Client shall be responsible for providing accurate and complete order information, including the relevant venue location, room number, booth number, service time, contact details, and any other information necessary for proper fulfilment of the order.

7.3. Where included in the confirmed order, the Caterer shall provide standard service equipment, service counters, and trained service personnel appropriate to the relevant menu and service format.

7.4. The Caterer reserves the right to determine the most appropriate production, preparation, transport, set up, and service method for the fulfilment of the order, provided always that the confirmed service standard is maintained.

7.5. Any stated service time shall be interpreted in accordance with the confirmed order and the operational requirements applicable to WUF13.

 

8. Handover and Client Responsibility

8.1. Where the service is provided on a staffed basis by the Caterer, responsibility for the food and service shall remain with the Caterer until the relevant service has been completed, subject to these Terms and Conditions.

8.2. Where the Client has specifically requested self-service, drop-off only service, or any other arrangement under which the caterer is not responsible for the food after delivery or setup, responsibility for the food shall transfer to the Client upon formal delivery and handover.

8.3. From the time of handover, the Client shall assume full responsibility for the handling, storage, safeguarding, temperature control, and service of the food.

8.4. Following handover, the Caterer shall not be liable for any deterioration in food quality, contamination, spoilage, temperature deviation, or food safety incident arising from any act, omission, delay, improper handling, unsuitable storage, or service failure by the Client or the Client’s representatives.

8.5. Food provided as part of the Services is intended solely for consumption at the designated WUF13 venue during the scheduled service period. The removal of food from the event premises is not permitted. In the event that any individual removes food from the premises contrary to this condition, the Caterer shall bear no responsibility and shall not be liable for any deterioration in food quality, food safety incident, allergic reaction, illness, or any other adverse consequence arising from or connected to such removal or subsequent consumption.

8.6. Food shall not be left unattended or remain available for consumption beyond two (2) hours from the commencement of service, or such shorter period as may be required by applicable food safety standards. The Client shall be responsible for ensuring that food is removed from service and appropriately disposed of in accordance with this requirement. The Caterer shall not be liable for any food safety incident arising from the Client’s failure to comply with this obligation.

8.7. Any surplus or unconsumed food remaining following completion of the service shall be disposed of by the Caterer in accordance with applicable food safety requirements and the sustainability objectives of WUF13. The redistribution or donation of surplus food by the Client or its representatives shall not be permitted without the prior written consent of the Caterer.

 

9. Sustainability Requirements

9.1. In line with the sustainability objectives applicable to WUF13, the Caterer shall use biodegradable, compostable, recyclable, or reusable service materials and packaging wherever reasonably practicable and in accordance with the approved event standards.

9.2. Single-use plastics shall not be used unless required for hygiene, safety, regulatory compliance, or other justified operational reasons.

9.3. The Client shall use reasonable efforts to support waste minimisation by ordering quantities that reflect expected attendance as accurately as practicable.

 

10. Alcohol Service

10.1. Alcohol is available to order through the Portal subject to the applicable WUF13 Alcohol Policy and the operational controls set out in Clause 10.2. Orders for alcohol shall only be placed for service within the approved serving window of 16:00 to 18:00. Any order requesting alcohol service outside of this window shall not be accepted. The placement of an order for alcohol through the Portal does not constitute authorisation to serve alcohol outside the conditions set out in these Terms and Conditions.

10.2. Where alcohol service has been formally authorized, such service shall be subject to the WUF13 Alcohol Policy and associated operational controls, including the following mandatory requirements: 

(a) alcohol shall only be served within the approved service window of 16:00 to 18:00; 

(b) no more than two (2) alcoholic beverages shall be served to any one individual within the approved service period; 

(c) service shall be refused to any individual under the age of eighteen (18) or any individual who appears visibly impaired or disruptive; 

(d) service shall immediately cease upon any breach of these requirements or upon instruction from the relevant WUF13 operational authority.

10.3. The Client, its attendees, employees, agents, and representatives shall not bring, distribute, or serve any alcoholic beverages on the WUF13 venue premises independently or outside the scope of a formal alcohol service authorization. Any such unauthorized possession or distribution of alcohol shall constitute a breach of these Terms and Conditions and may result in the immediate suspension or cancellation of the relevant order without refund.

10.4. The Caterer shall not be liable for any incident, injury, loss, or damage arising from the unauthorized possession, distribution, or consumption of alcohol by the Client, its attendees, or any third party not acting under the direct supervision of the Caterer’s authorized service personnel.

 

11. Post-Service Clearance and Waste Management

11.1. Following completion of the service, the Caterer shall be responsible for the removal of all service equipment, counters, materials, and packaging supplied by or on behalf of the Caterer, and for the clearance of the service area to a clean and orderly condition within a reasonable time in accordance with the applicable operational schedule for WUF13.

11.2. The Client shall be responsible for ensuring that the designated service area is reasonably accessible and free from obstruction at the scheduled service time and at the time of post-service clearance. Where access is delayed or obstructed due to the Client’s failure to comply with this obligation, the Caterer shall not be liable for any resulting delay in clearance or any consequence arising therefrom.

11.3. All waste generated by the Caterer in connection with the Services shall be segregated, collected, and disposed of in accordance with applicable food safety requirements and the WUF13 waste management and sustainability standards. The Client shall not interfere with or take responsibility for the disposal of waste materials arising from the Caterer’s service operations.

11.4. Any damage to the venue, fixtures, or surrounding areas caused by the Caterer’s service operations shall be the responsibility of the Caterer. Any damage caused by the Client, its attendees, or representatives during or after the service period shall be the sole responsibility of the Client.

 

12. Liability

12.1. The Caterer shall perform the Services with reasonable skill, care, and diligence and in accordance with applicable law, food safety requirements, and the agreed service standard.

12.2. To the maximum extent permitted by applicable law, the total aggregate liability of the Caterer arising out of or in connection with any order, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the total amount paid by the Client for the relevant order.

12.3. The Caterer shall not be liable for any indirect, incidental, special, punitive, or consequential loss or damage, including loss of opportunity, reputational harm, loss of business, loss of anticipated benefit, or any similar loss.

12.4. Without prejudice to the generality of the foregoing, the Caterer shall not be liable for any loss, damage, delay, deficiency, or incident arising from:

(a) inaccurate, incomplete, or late information or instructions provided by the Client;

(b) failure by the Client or the Clients employees, agents, representatives to disclose dietary requirements, allergies, or restrictions in a timely and complete manner;

(c) any act or omission of the Client or the Client’s employees, agents, representatives;

(d) improper handling, storage, temperature control, or service of food after handover; or

(e) circumstances beyond the Caterer’s reasonable control including but not limited to force majeure events; or

(f) any incident, injury, or loss arising from the unauthorized possession, distribution, or consumption of alcohol by the Client, its attendees, or any third party not acting under the direct supervision of the Caterer’s authorized service personnel.

12.5. Nothing in these Terms and Conditions shall exclude or limit liability to the extent that such exclusion or limitation is prohibited by applicable law.

 

13. Insurance

13.1. The Caterer shall maintain such insurance coverage as may be required under applicable law and under its contractual obligations relating to the provision of catering services at WUF13.

13.2. Upon reasonable request, the Caterer may confirm the existence of such insurance coverage, subject always to confidentiality, contractual restrictions, and internal approval requirements.

 

14. Force Majeure

14.1. The Caterer shall not be liable for any delay, interruption, reduced performance, or failure to perform its obligations where such delay, interruption, reduced performance, or failure results from an event or circumstance beyond its reasonable control.

14.2. Such events or circumstances may include, without limitation, natural disaster, severe weather, fire, flood, public emergency, epidemic, pandemic, civil unrest, labour disruption, governmental restriction, failure of utilities, transport disruption, supply chain disruption, or any other force majeure event.

14.3. In the event of force majeure, the caterer shall use reasonable endeavours to notify the Client as soon as reasonably practicable and, where feasible, to propose an alternative arrangement or revised service solution.

 

15. Governing Law and Dispute Resolution

15.1. These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Azerbaijan.

15.2. Any dispute, controversy, or claim arising out of or in connection with these Terms and Conditions shall, in the first instance, be addressed through good-faith discussions between the Parties with a view to achieving an amicable resolution.

15.3. If the dispute is not resolved through amicable discussions within a reasonable period, either Party may refer the matter to the courts of competent jurisdiction in the Republic of Azerbaijan.

 

16. General Provisions

16.1. These Terms and Conditions constitute the entire agreement between the Parties in relation to the on-demand catering order and supersede any prior oral or written understanding relating to the same subject matter.

16.2. No failure or delay by the Caterer in exercising any right under these Terms and Conditions shall constitute a waiver of that right.

16.3. If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.

16.4. These Terms and Conditions may be updated or amended by the Caterer from time to time. The version applicable to any order shall be the version in force at the time the relevant order is placed, unless otherwise agreed in writing