Terms & Conditions
Last updated 9 October 2026 · Privacy Policy
These terms govern your use of haute-cakes.co.za and any order, booking, or enquiry you make through it. By creating an account, placing an order, or booking a table, you agree to them. If anything here doesn't make sense or you'd like it explained, email us before ordering — [email protected].
Haute Boutique Patisserie
Shop 11 & 12, Leaping Frog Shopping Centre
Cnr Winnie Mandela Drive & Mulbarton Rd, Lone Hill, 2191
1. Guest orders & accounts
You can browse the menu and place an order without an account — as a guest, you give us your name, email address and mobile number at checkout, and these must be your own and accurate, since that's how we send your confirmation and QR code and reach you about your order. Your confirmation contains a private link to your order; anyone holding it can view that order, so keep it to yourself.
An account (HAUTE Rewards) is optional for ordering, but required to earn or use loyalty and to request a table booking, and is verified by email first. When your email is verified, earlier guest orders placed with that same email address are added to your account automatically. Keep your login details to yourself — you're responsible for anything done through your account, and should let us know immediately if you think someone else has access to it. One account is for one person; the details you give us (name, email, phone) should be your own and kept accurate.
2. Products, pricing & photography
Every dessert is handmade, so the exact appearance of what you collect may vary slightly from its photo — that's a feature of it being real patisserie, not a defect. Prices are shown in South African Rand (ZAR) and include any applicable VAT; we may change prices or descriptions at any time, but never retroactively on an order you've already placed. Product photography and site content belong to Haute Boutique Patisserie and may not be copied, reproduced, or reused without our permission — you may notice this enforced gently in the browser (right-click/drag-save on our photos is disabled) as an honest deterrent, not a claim that it's technically unbeatable.
3. Ordering — Collection & Delivery
Every order is placed through haute-cakes.co.za and either collected in person from Leaping Frog Shopping Centre, or delivered by courier — see “Collection and Delivery Through Uber Direct” below for how that works. Placing an order works like this:
- Add whatever you'd like from the menu to your cart — no account needed.
- Choose collection in-store or delivery, and a real date and time slot from our actual current opening hours — the site won't let you pick a date or slot that's already closed, already past, or doesn't exist. For delivery, your address is checked and the delivery fee shown before you continue.
- Enter your name, email address and mobile number — or sign in, if you have an account, to use your saved details and loyalty.
- Review your whole order and its total, then pay online (see “Payment” below) to confirm it.
Some items are only made on certain days — a weekend-only item, for example, will tell you which days it's actually available (“Available Sat / Sun”) rather than let you pick a collection date it can't be ready for. If your cart mixes a day-restricted item with anything else, the collection date you choose has to genuinely work for everything in it. Stock is real and limited — an item can sell out, in which case you can ask to be notified the moment it's back (see “Notify Me” on the product page).
Pre-Order. Certain items — made fresh to order rather than drawn from what's on display — can be Pre-Ordered instead of collected the same day. Each Pre-Order-eligible item shows its own minimum lead time on the product page; the earliest collection date offered always respects it. Anything normally sold by the slice is only ever Pre-Ordered as the full cake it's cut from, priced accordingly (per-slice price × the number of slices it serves) — we don't offer a single slice as a Pre-Order. If your cart mixes a same-day item with a Pre-Order, you'll choose two separate collection dates and times at checkout, one for each, since they're two separate collections handled independently — see “Collecting or receiving your order” below.
Delivery. Alongside Click & Collect, you can choose to have your order delivered instead of collecting it yourself — chosen per collection at checkout, so a cart mixing a same-day item with a Pre-Order can have either, both, or neither leg delivered independently. See “Collection and Delivery Through Uber Direct” below for exactly how this works, the risks involved, and what you're agreeing to by choosing it.
Ordering via Uber Eats. A selection of our menu is also available through our Uber Eats storefront. That's a separate marketplace listing, not an order placed directly with us — pricing there is generally higher than on haute-cakes.co.za, since Uber Eats' own marketplace fees are built into the prices shown on that platform, and menu availability can differ from what's shown here. An order placed through Uber Eats is governed entirely by Uber Eats' own terms and privacy policy, not these Terms & Conditions or our Privacy Policy, and any query about an Uber Eats order should go to Uber Eats directly, not us.
4. Collection and Delivery Through Uber Direct
Customers may choose either to collect their order from HAUTE Boutique Patisserie or to have it delivered.
Personal collection is strongly recommended. Our products are handmade, delicate and often temperature-sensitive. Collecting an order personally gives the customer greater control over how it is transported, handled and stored.
Where a customer selects delivery during checkout, the HAUTE Boutique Patisserie website will automatically arrange the delivery through Uber Direct. Uber Direct is a third-party delivery service that allocates a courier through the Uber platform to collect the order from our store and deliver it to the address provided by the customer.
By selecting delivery instead of the recommended collection option, the customer acknowledges and accepts the inherent risks associated with transporting delicate patisserie products. These risks include movement, shifting, tilting, smudging, breakage, melting, temperature changes and other deterioration that may occur during transportation.
Every order is prepared and packaged with reasonable care before leaving our premises. Once an order has been handed to the Uber Direct courier, its transportation and physical handling fall outside HAUTE Boutique Patisserie's direct care and control.
Except where otherwise required by law, no refunds, replacements or store credits will be provided once an order has left our premises, whether collected by the customer or by an Uber Direct courier. In particular, HAUTE Boutique Patisserie does not provide refunds for damage, deterioration, delays or handling-related issues occurring during transportation.
This policy does not exclude responsibility for an incorrect order, a defect that existed before the order left our premises, inadequate preparation or packaging by HAUTE Boutique Patisserie, or any other liability that cannot lawfully be excluded.
Delivery times are estimates and may be affected by courier availability, traffic, weather, road closures, access restrictions or other circumstances beyond our reasonable control.
Customers must provide complete and accurate delivery information and ensure that someone is available to receive the order. Additional charges may apply if another delivery attempt is required. No refund will be provided where delivery cannot be completed because the address or contact information supplied was incorrect, the recipient was unavailable or could not be contacted, or access to the delivery location could not be obtained, except where required by law.
To arrange and complete the delivery, HAUTE Boutique Patisserie may share the recipient's name, telephone number, delivery address and delivery instructions with Uber Direct and the allocated courier.
Any delivery-related concern must be reported immediately upon receipt, together with clear photographs of the products and packaging. HAUTE Boutique Patisserie may refer the matter to Uber Direct for investigation, but this does not guarantee compensation, a refund or another remedy.
Nothing in these Terms and Conditions excludes or limits any consumer right that cannot legally be excluded under applicable South African legislation.
Practically, this is enforced at checkout: delivery can only be selected for an order once you have actively ticked a real acknowledgement of the above, for each order being delivered — this is recorded against your order (with when it was ticked) and cannot be changed once the order is paid.
5. Payment
Online payment is processed securely by Yoco. An order is only ever confirmed once Yoco confirms your payment actually succeeded — placing an order and being redirected to pay doesn't reserve stock or your collection slot on its own. We accept ZAR only.
6. Unpaid orders, cancellations & expiry
If you start an order but don't complete payment, it sits as “Awaiting Payment” — in your Order History if you have an account, or behind the private link to your order if you checked out as a guest — where you can either finish paying (we'll re-check that the stock and collection date are still valid first) or cancel it yourself. An order left unpaid is automatically expired once its own collection window has fully passed — for example, an order for a 09:30–11:30 slot that's still unpaid by 11:30 is expired automatically, not left sitting indefinitely. An expired or cancelled order is never billed and never affects your loyalty balance.
7. Collecting or receiving your order
Once paid, your order confirmation includes a QR code — bring it (on your phone or printed) when you collect, so a member of staff can confirm your specific order at the counter. Please collect within the time slot you selected. An order not collected by the end of its collection date may be treated as forfeited with no refund, given the perishable, made-to-order nature of what we sell — if something has genuinely come up, contact us before your slot passes and we'll always try to work something out with you rather than apply this rigidly.
If you chose delivery instead, there's no QR code and no counter visit for that order — an Uber Direct courier collects it from us within your chosen time window and brings it to the address you provided, and hands it to whoever is present to receive it once given the delivery code from your confirmation email or order page.
If your cart spanned a same-day collection and a Pre-Order, one payment covers both, but you'll receive two separate order confirmations, each handled independently — its own QR code and invoice if collected in-store, or its own courier and delivery code if delivered.
Reviews. Once your order has been collected or delivered, you're welcome to rate and review each product from your order page. Please keep reviews honest, about the product, and free of personal details or offensive language. Every review is checked by our team before it's published on the product's page with your first name only; we may decline to publish, or later remove, a review that is spam, abusive, off-topic or contains personal information, but we don't remove reviews simply because they're critical. By submitting a review you allow us to show it on haute-cakes.co.za and in the product information shared with search engines.
8. Refunds & quality issues
Because our desserts are perishable and made to order, we don't offer refunds or exchanges for a simple change of mind once an order is paid. If something is genuinely wrong with what you collected — it doesn't match what you ordered, or there's a real quality issue — contact us as soon as possible with details (a photo helps) and we'll make it right. This doesn't affect any right you have under the Consumer Protection Act, 2008 in respect of genuinely defective goods.
A delivered order is different — see “Collection and Delivery Through Uber Direct” above for the full position on refunds once an order has left our premises with an Uber Direct courier.
9. Loyalty programme
Loyalty (HAUTE Rewards) is for account holders: every paid order linked to your account earns 5% of its total back as a loyalty balance, visible in your Order History. If you ordered as a guest, you can join straight after paying, or later with the same email address, and once your email is verified those orders — and the loyalty they earned — are added to your account. Loyalty can only be redeemed while signed in to your account, and loyalty earned on an order can only be redeemed against a later order — you can't redeem loyalty an order itself just earned. Loyalty has no cash value, can't be transferred or paid out, and we may change or end the programme at any time; any balance already earned will still honour what it was worth when earned.
10. Book A Table
You can request a table as a guest (with your name, email address and mobile number) or with your account. A booking request is only confirmed once our team accepts it, and we'll let you know by email either way. We manage seating as shared floor capacity rather than assigned individual tables, so we can rearrange tables and chairs to fit larger groups where possible. A deposit may be required depending on party size/seating area, and will be clearly shown before you confirm. Please let us know as early as you can if you need to cancel or change a booking.
11. “Notify Me” alerts
Asking to be notified when a sold-out product is back in stock emails you once, the moment it happens — it's not a recurring subscription, and doesn't reserve stock for you once it does restock.
12. Live chat & AI assistant
Our chat widget may reply using an automated AI assistant. It's there to help quickly with common questions, not to replace a real member of staff — for anything involving allergies, medical concerns, or a situation the assistant can't resolve, ask to speak with a person, or email us directly.
13. Careers / speculative applications
Submitting a CV through our Careers page is a speculative application, not a guarantee of a response or a role — we keep it on file to consider you when something suitable comes up.
14. Allergens & food safety
Our kitchen handles common allergens, including nuts, dairy, eggs, gluten, and soy, and cross-contact is possible even where a specific dessert doesn't list an allergen as an ingredient. If you have a food allergy or intolerance, please contact us before ordering rather than relying solely on the product description.
15. Liability
We take reasonable care in everything we make and everything we tell you on this site, but we don't exclude any liability that can't lawfully be excluded under South African law, including your rights under the Consumer Protection Act, 2008. Beyond that, our liability for any claim relating to an order is limited to the amount you actually paid for it.
16. Governing law
These terms are governed by the laws of the Republic of South Africa, and any dispute will be subject to the jurisdiction of the South African courts.
17. Changes to these terms
We may update these terms as the site and how we operate change. The “Last updated” date above always reflects the current version, and continuing to use the site after a change means you accept it.
Contact us
Questions about these terms can be sent to [email protected].