General Terms and Conditions

Order Placement

Please forward your order including the delivery time, airport, registration of the aircraft, name of the handling / FBO responsible, telephone number and email address from the person ordering, invoice address and the complete order of services required to our Carlos Team. The order is considered confirmed with the confirmation from Carlos in the form sent by Carlos.

One request: read our order confirmation carefully, this is the way we have understood your order and will implement it. Due to language and cultural barriers, misinterpretations and, of course, human errors can always occur. The order confirmation is the last opportunity for both sides to check the order again for possible errors before delivery. Your cooperation helps to offer your passenger a perfect event. Thanks very much!

 

Fees

The following fees apply to all orders:

I) Delivery | Pickup charges

Delivery charges apply for each service (delivery to & pickup from an aircraft/airport/FBO). This also applies to any additions made to an order upon delivery.

II) Waiting Charge

If the crew does not show up at the aircraft on time we do reserve the right to add a waiting charge on top of the bill per 30 minutes started. 

III) Night Surcharge 

For services provided between 10 PM LT and 6 AM LT night surcharges apply.

IV) Rush order surcharge

In case that the confirmation has been sent the same day where the delivery takes place we are not not able to guarantee that all products and services are available as stated. Same applies to orders where a confirmation has been sent with a lead time of less than 12 hours. If possible we will inform you prior if items or services are not available as required. A rush order surcharge will apply. Orders as stated above can not be canceled free of charge. Our kitchen teams have to start immediately with the production. For orders with more than 10 people or with an order volume of more than €5.000, the express surcharge applies from 48hrs before delivery.

V) Sunday and public holiday surcharge

For deliveries that take place on a Sunday or public holiday, a Sunday and public holiday surcharge applies.

 

Payment Methods
Direct billing is possible for all services provided by Carlos Aviation Catering Network GmbH. We accept all major credit cards such as Visa, Mastercard, Diners Club and American Express. In such a case please provide all credit card details (CC-number / exp.date / name of cardholder / security code) and a billing address when you place your order.
Other invoicing related matters have to be clarified in advance and verified by our accounting department,
Invoices for all services may also be settled via your handling partners, possible surcharges might apply.

 

Price Quotations
Please note that airport fee as well as possible handling surcharges will be added to the amount quoted. If you are exempted from VAT, please provide us with proof of such an exemption. This applies only if the invoice will be settled directly with Carlos Aviation Catering Network GmbH.

 

Cancellation Policy

I) Cancellation charges:

• cancellations or reductions received 24 hours or more prior delivery will be free of charge (shopping items excluded) 
• cancellations or reductions received with lead time of 24 to 12 hours prior delivery a cancellation charge of 50% of the order volume applies. 
• cancellations or reductions received with 12 hours or less prior delivery there will be a 100% cancellation fee. 

In general we always do our best to keep those cancellation charges as low as possible. 

II) Special orders

Special orders involve items which have been sourced or supplied by a third party due to exclusivity or limited availability. Cancellation free of charge depends on the volume of the catering order. For cancellations with a lead time given of less than 48 hours cancellation charges do apply.

III) Bigger orders

Orders for more than 10 pax or with an order value of more than 5,000€ have a cancellation / reduction fee of 100% if canceled less than 48 hours before delivery.

 

Extra Service

I) Laundry service

We offer a full laundry and dry cleaning service provided by external suppliers. Carlos Aviation Catering Network Gmbh can not be held responsible for services provided by those external suppliers. 

II) Stewarding service

Board equipment such as china, glass and silverware can be cleaned, too.

III) Shopping Services

Carlos Aviation Catering Network GmbH is able to purchase items which have been specifically requested by the client. The availability and prices of those items can not be guaranteed. Surcharges apply for thos shopping and price evaluation services provided. 

IV) Pickup from restaurants

Carlos Aviation Catering Network GmbH is able to provide services from external restaurants depending on the lead time given. Carlos Aviation Catering Network GmbH can not be held responsible for quality, amount and packaging provided by this external supplier. 

V) Airport Deliveries 

Airports which are not approached by us on a regular basis might be provided by external couriers. Extra surcharges do apply for those services. In case transportation will be arranged by an external courier all items delivered will be, in regards of the Aviation Security Act, delivered as “NOT SAVE”.

 

Complains and improvement suggestions
Please double check all items delivered to you straight upon delivery. Please advise within 72 hours ones services have been provided in case a complaint applies and provide us with pictures and details in regards to the complaint raised.

 

Food Safety Regulations
All food is prepared and stored in accordance with FDA, HACCP and German federal hygiene and sanitation rules and regulations. Ones food has been delivered and / or handed over to the crew and / or the handling / FBO, those parties are responsible to assure that p.e. cooling will be provided without failures with this cooling process.

 

Contacts and Operating Hours

I) Contact details

You can reach us by telephone or email. For urgent inquiries between 10 pm and 06 am local time, please contact us by telephone.

T: +49 3 020 84 75 700

order@aviation-catering.com

http://www.aviation-catering.de/

II) Office hours

You can reach our catering team by phone 24h/7 a year.

 

Regular Distributor

All necessary approvals by the Federal Aviation Office and the airport operator are existing. We guarantee a secure supply chain! 

LBA - regulated supplier for onboard supplies