1. Who these terms apply to
These terms apply to services supplied by KaizenCo Events (“KaizenCo”, “we”, “us”), a Zimbabwean events business based in Harare, Zimbabwe. Our services include The Bar, The Cloud Cart, Tapas and Cart Hire.
Your booking agreement consists of the written quotation, any expressly agreed changes and these terms supplied before you confirm. Specific written booking details take priority where they differ, subject to mandatory law. The person booking must be at least 18 and have authority to act for the client named in the quotation.
A website enquiry is a request for information, not a confirmed booking. Nothing in these terms removes a consumer right or remedy that Zimbabwean law does not allow us to exclude.
2. Quotes and prices
Website packages describe the stated services and inclusions. Your written quote confirms the event date, venue, guest numbers, menu or package, quantities, service duration, staffing, delivery and collection arrangements.
The quote will state the currency, total payable, applicable taxes, delivery charges and any optional extras before you agree to book. Ask us to clarify anything that is unclear. Changes to a confirmed price require your agreement; we will correct an obvious website or quotation error before accepting a booking.
Quotes remain available for the period stated in them and are subject to availability until the booking is confirmed. Photographs show examples; the agreed quote and menu determine what we supply.
3. Booking and payment
A booking is secured when you accept the written quote, pay any agreed booking deposit and receive our written confirmation. Deposit amounts, balance deadlines and accepted payment methods are set out in the quote. Keep your confirmation and payment records.
A booking deposit is credited towards your booking price. A refundable hire security deposit, where applicable, is separate. No deposit is automatically forfeited simply because a booking is cancelled; the cancellation terms below and applicable law determine any amount we may retain.
If a payment is overdue, we will contact you and explain any proposed suspension or cancellation before taking action, with a reasonable opportunity to resolve it where the event timing permits.
4. Changes and service times
Tell us promptly about changes to the date, venue, guest count, menu or package. Changes depend on availability and may affect the price. We will confirm revised arrangements and charges in writing before proceeding.
Service runs for the times agreed in your booking. Setup and collection arrangements are confirmed separately. Extra time, additional guests or quantities require agreement and available staff or stock. If delays affect service, we will discuss practical options and any proposed charge with you; we will not charge you to make up a delay caused by us.
5. Cancellation and refunds
Send a cancellation or postponement request to hello@kaizenco.events or our published WhatsApp number and keep a record. A postponement is subject to availability; if a new date cannot be agreed, the cancellation rules apply.
You may cancel an advance booking. Any cancellation charge must be lawful, reasonable, disclosed before booking and consistent with the Consumer Protection Act, including any prescribed fee. We will explain the calculation, taking account of notice, the service, work already undertaken and our ability to rebook. We will refund the balance after any permitted deduction.
No cancellation fee applies where the statutory protection for death or hospitalisation of the beneficiary of the booking or an immediate family member applies.
Where section 53 of the Consumer Protection Act applies to an electronic transaction, you may cancel without reason or penalty within seven days of concluding the service agreement, with a full refund within fourteen days of cancellation. Any other mandatory cancellation, cooling-off or refund right also applies.
If we cancel or cannot provide the agreed services, we will offer an alternative for your approval or refund payments for services not supplied, without limiting any further remedy the law gives you. Refunds will be made promptly and within any applicable legal deadline.
6. Venue access and safety
Please obtain the venue’s permission for the agreed activities and tell us about access restrictions, stairs, parking, loading times and venue rules before booking. The quote should identify any water, electricity, shelter, space or other facilities needed.
Provide safe access for delivery, setup, service and collection. We remain responsible for permissions and legal obligations that apply to our own business. If weather, unsafe conditions or threatening conduct prevents safe service, we may pause the affected activity while discussing a solution. Any change, cancellation or refund will be handled fairly under these terms and applicable law.
7. Food, drinks and shisha
Please tell us about allergies and dietary requirements before confirming the menu. We will explain what we can accommodate. Ingredients and preparation environments may involve allergens, so do not assume a dish is allergen-free without our written confirmation. This does not reduce our duty to take reasonable care in preparing and serving food.
Any material menu or ingredient substitution requires your agreement. Client-supplied food or drinks must be suitable and safe; we may decline to serve items that appear unsafe or unlawful.
Alcohol and shisha service must comply with applicable law, venue rules and any required permissions. We do not provide either to anyone under 18 and may request proof of age. We may refuse alcohol service where a guest appears intoxicated or service would be unsafe. Guests must follow staff instructions around hot equipment, glassware and shisha apparatus.
8. Cart hire and damage
Your quote confirms whether hire is dry hire or includes staff, the hire period, delivery and collection, any customisation and the security deposit. Equipment remains our property and should be used only for the agreed purpose. Please report existing damage at handover and any loss or damage during hire.
You are responsible for proven loss or damage caused by misuse, negligence or breach of the agreed hire instructions by you or people under your control. You are not responsible for fair wear and tear, pre-existing damage or damage caused by us.
Any deduction from the security deposit must reflect a reasonable, evidenced cost. We will provide an itemised explanation and return the undisputed balance without undue delay after inspection. A deduction may be challenged through the complaints process below.
9. Events outside our control
If severe weather, a public restriction or another event genuinely beyond either party’s reasonable control prevents performance, the affected party should notify the other promptly. We will discuss mitigation, an agreed alternative or postponement. If the booking cannot proceed, payments and any lawful costs will be reconciled fairly; this clause does not automatically make payments non-refundable.
10. Service standards and liability
We will provide the agreed services with reasonable care and skill. Tell our team about a concern as soon as practical so we can try to resolve it during the event. A delay in reporting does not itself remove your statutory rights.
Each party remains responsible for loss or damage for which it is legally liable. Nothing here excludes liability for fraud, gross negligence, personal injury or any other liability that cannot lawfully be excluded. Any remedy, correction, price reduction, refund or compensation required by Zimbabwean law remains available.
11. Website, privacy and photographs
Use the website lawfully and do not interfere with its security or misrepresent another person when making an enquiry. Website text, branding and photography belong to us or their respective owners; obtaining a quote does not grant a right to reuse them commercially.
Our Privacy Policy explains how we handle personal information. Permission to use identifiable event photographs for our marketing is arranged separately from the booking.
12. Zimbabwean law and complaints
Zimbabwean law governs these terms and our bookings, including the Consumer Protection Act. Zimbabwean courts with jurisdiction may hear disputes, subject to any mandatory right to use another competent forum.
Contact hello@kaizenco.events or +263 788 474 578 with your booking reference, concern and requested resolution. We will consider the complaint and seek a fair resolution. You may also approach the Consumer Protection Commission or pursue another lawful remedy. These terms do not require you to use private arbitration or give up access to a regulator or court.
13. Changes to these terms
We may revise these terms for future bookings and update the date above. An existing booking keeps the terms accepted when it was confirmed, unless a change is agreed or required by law. If a provision is unenforceable, the remaining provisions continue only so far as lawful and fair.