The Nelly Experience Booking Policy & Service Agreement

(On-Site Cooking Requirements)

If Chef Nelly will be preparing food on-site, the kitchen must be fully cleaned and ready for use prior to her arrival.

This includes:

*   No dishes in the sink

*   Clear and sanitized countertops

*   A fully clean and operational stove and oven

*   Proper trash cans available with trash bags already inside

•Proper Accommodations:

To ensure a seamless and elevated experience, clients are responsible for providing Chef Nelly/Staff with proper accommodations during the event. This includes access to a fully functional kitchen space, running water, and a restroom, as well as a safe and suitable environment for food preparation and service. Adequate accommodations allow Chef Nelly to deliver the highest standard of service and presentation.

(Food Safety & Liability Disclaimer)

Chef Nelly will ensure that all food items are prepared, handled, and held at appropriate food safety standards while on-site and until the time of service. This includes proper temperature control, safe preparation practices, and timely plating for guest consumption.

Once food has been served and leaves the direct care and control of Chef Nelly and/or staff, including any leftovers retained by the client or guests, all food safety responsibility transfers to the client and their guests. The Nelly Experience is not responsible for food quality, safety, or storage conditions after service has concluded or after food has been removed from the service environment.

Client acknowledges and agrees that proper storage, reheating, and handling of any remaining food is solely their responsibility following the completion of services.

(Satisfaction Policy)

Once the event service has been completed and all agreed-upon menu items have been prepared and served, no refunds, credits, or future accommodations will be issued based on personal taste preferences or dissatisfaction with food selections that were previously approved by the client.

All menus, flavor profiles, and service details are discussed and confirmed prior to the event date to ensure alignment with the client’s expectations.

(Rental Property & Damages Clause)

All rental items, décor elements, tableware, glassware, linens, styling equipment, and any additional items provided by Chef Nelly and/or The Nelly Experience remain the property of Chef Nelly or affiliated rental vendors at all times.

While in the care, possession, or use of the client and/or guests during the event, the client assumes full responsibility for all rental items and agrees to exercise reasonable care in their handling and use. The client acknowledges and agrees that they will be financially responsible for any loss, breakage, damage, staining, misuse, or destruction of any rental or provided items that occur during the event timeframe.

Any damaged or missing items will be assessed and billed to the client at full replacement or repair cost as determined by Chef Nelly and/or the rental provider. Payment for damages is due upon request and may be charged separately from the original service agreement.

(Kitchen Access Policy)

Clients/hosts are welcome to move through the kitchen area while Chef Nelly is preparing food. However, once guests begin to arrive, they are kindly asked to stay clear of the cooking station so the chef can work efficiently and safely. Once set-up is complete, guest can feel free to view displayed food and enjoy!

(Event Duration)

Each event includes a 2-3 hour service window from start time of event. If you need an additional 30mins to finish dining or simply enjoy tablescape setup or luxury food display (making it a 3.5 hour event), there is a $100 fee. This must be added at the time of booking-additional service time cannot be added on the day of the event.

(Food Display/Tablescape Setup)

Clients must provide their own designated space for the food display/set up. The Nelly Experience does NOT provide tables.

Examples of acceptable setup spaces include:

-Kitchen islands or Spacious countertops 

-Dining Table 

-Folding or Portable tables 

(Guest Count Policy)

No additional guests are allowed beyond what is listed and agreed upon day of consultation.

(Refund / Rescheduling / Cancellation Policy)

The Nelly Experience does NOT offer refunds for cancellations once a deposit has been paid. All deposits and retainers are final and non-refundable, as they are used to secure your event date, planning time, rentals, customized items, staffing, and overall personalized experience.

Rescheduling requests may be accommodated if submitted no later than 7 days prior to the original event date. Approved reschedules will require a $100 cancellation/rescheduling fee, which must be paid the same day in order to transfer the original deposit toward the new event date. The newly selected date must take place within 15 days of the original agreed-upon event date and is subject to availability. Requests to reschedule within 6 days of the scheduled event will result in full cancellation of services and forfeiture of all deposits paid.

Client understands and agrees that if full payment was submitted upfront and the event is later canceled completely with at least a 7-day notice, only up to 50% of the total amount paid may be eligible for refund. Refund eligibility will depend on cancellation timing, non-refundable expenses already incurred, rental bookings, customized materials, staffing commitments, ingredient sourcing, and any event preparation or planning already completed by Chef Nelly and/or staff.

A full 50% refund is NOT guaranteed, as the final eligible refund amount will be calculated based on the multiple factors outlined above and the level of work, preparation, and financial commitments already invested into the event. If the event is canceled on the day of the scheduled event for any reason initiated by the client, all amounts previously paid will be fully forfeited. All agreed-upon services shall immediately be considered canceled and void without refund. Rescheduling using the same paid quote or previously submitted payments will not be permitted. Any future services requested after a day-of cancellation will require a completely new booking, new quote, and new payment arrangement. By submitting payment, client acknowledges and agrees to all cancellation, refund, and rescheduling terms outlined above.

(Force Majeure / Emergency Clause)

Chef Nelly reserves the right to cancel, postpone, modify, or discontinue services in the event circumstances arise that are beyond reasonable control and prevent safe or proper execution of services. These circumstances may include, but are not limited to:

• Severe weather conditions

• Power outages

• Illness or medical emergencies

• Unsafe venue conditions or venue-related issues

• Natural disasters

• Government restrictions or emergencies

• Transportation or travel interruptions

• Any unforeseen circumstance that directly impacts Chef Nelly’s ability to safely perform agreed-upon services

Client understands and agrees that if services are unable to be completed due to any of the circumstances listed above, The Nelly Experience shall not be held liable for incomplete or canceled services. Any payments made may be forfeited to cover non-refundable expenses already incurred including staffing, rentals, customized items, travel, sourcing, and event preparation completed prior to cancellation.

Agreement on the behalf of The Nelly Experience:

Chef Nelly and The Nelly Experience agree to execute all outlined services upon receipt of full payment, with the remaining final balance due no later than 5 days prior to the scheduled event date. Once the initial 50% deposit has been submitted, all event details, menu selections, guest count, tablescape expectations, customizations, and agreed-upon arrangements shall be considered confirmed and secured. Any requested changes after confirmation are not guaranteed and may result in additional fees depending on the nature of the modification. To ensure the flawless execution and overall quality of your luxury experience, clients are expected to fully uphold and comply with all policies, timelines, payment requirements, communication expectations, and agreement terms outlined within every clients individual service agreement. Failure to comply with any policies or agreed-upon terms may result in cancellation or discontinuation of services by The Nelly Experience, with all payments made being forfeited.

Please be sure to fully read and understand all policies outlined before moving forward with Private chef & Luxury catering through The Nelly Experience. All policies, along with personally agreed-upon event details, will also be clearly stated within each individual service agreement for every client.