Policies

Cancellations & refunds

Last updated: October 1, 2026

In-store and online orders

• If an item is incorrect, missing or not to your satisfaction, tell us within 24 hours and we'll remake it or refund it to the original payment method.
• Online pickup orders can be cancelled for a full refund until preparation starts (the status changes to "Preparing").
• Orders placed through third-party delivery apps must be refunded through that app.

Catering

• Cancel 72 hours or more before delivery: full refund, including the 25% deposit.
• Cancel 24–72 hours before delivery: 50% refund of the order total.
• Cancel less than 24 hours before delivery: no refund.
• Guest-count changes are accepted up to 48 hours before delivery.

Private events (The Greenhouse)

• Cancel 30+ days before the event: 50% deposit fully refunded.
• Cancel 14–29 days before: half of the deposit refunded.
• Cancel less than 14 days before: deposit is non-refundable, but may be applied to a new date within 6 months.

Baking classes

• Cancel 7+ days before class: full refund.
• Cancel 2–6 days before: store credit for a future class.
• Cancel less than 48 hours before, or no-show: no refund. You may send a friend in your place.
• If we cancel a class, you receive a full refund or free transfer to another date.

Subscriptions & gift cards

• Moss Mail subscriptions can be cancelled anytime before the 25th of the month. Shipped bags are not refundable, but damaged bags are replaced free.
• Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

Allergen policy

Last updated: September 15, 2026

Our kitchen and bakery handle the following major allergens: wheat/gluten, milk, eggs, soy, tree nuts (almonds, pecans), peanuts, sesame and fish (anchovy in the Caesar dressing). We do not cook with shellfish.

• Items marked "GF" are made with gluten-free ingredients but are prepared in a shared kitchen and may contain traces of gluten. They are not recommended for people with celiac disease.
• All products may contain traces of nuts.
• Please tell staff about any allergy when ordering. Full ingredient lists are available on request at the counter or by email.
• For catering, list allergies when ordering and we'll label each item.

Privacy policy

Last updated: August 1, 2026

What we collect

• Contact details you give us (name, email, phone) when ordering, joining Moss Points, booking events or subscribing.
• Order history and loyalty points balance.
• Messages you send to our website chat assistant, kept for up to 30 days to improve answers, then deleted.
• Basic website analytics (pages viewed, device type). We do not use advertising trackers.

How we use it

To fulfil orders, run the loyalty program, send receipts and — only if you opt in — our monthly newsletter. We never sell your personal information. Payment details are processed by our payment provider and are never stored on our servers.

Your choices

You can request a copy of your data, ask us to correct it, or delete your account at any time by emailing privacy@maplemoss.example. We respond within 30 days. Unsubscribe from emails using the link at the bottom of any newsletter.

Accessibility statement

Last updated: July 10, 2026

• Both locations have step-free entrances, accessible restrooms and movable seating.
• Riverside has two accessible parking spaces next to the entrance. The Greenhouse event room is on the ground floor.
• Large-print and braille menus are available on request at Riverside.
• Service animals are welcome everywhere in our cafés.
• We aim for this website to meet WCAG 2.2 AA. If something is hard to use, email hello@maplemoss.example or call (555) 014-2200.

House rules

• Laptops: welcome any time; on weekends 9:00 am – 2:00 pm, please limit table time to 2 hours.
• Pets: leashed dogs on the Riverside patio only; service animals welcome indoors.
• Outside food: not permitted, except baby food and outside cakes at private events.
• Lost & found: items are kept for 30 days at the location where they were found.
• Smoking & vaping: not permitted inside or on the patio.
• Photography: personal photos are fine; commercial shoots require permission from management.

Online ordering terms

• Prices online match in-store prices. Sales tax is added at checkout.
• Pickup orders not collected within 2 hours of the ready time may be discarded and are not refundable.
• Delivery estimates are approximate. If delivery is more than 30 minutes late, the delivery fee is refunded.
• We may refuse or cancel an order in case of pricing errors or stock shortages, with a full refund.
• Tips are optional and go 100% to staff.