Thank you for booking with Vines — we’re excited to be part of your event. To keep everything smooth and stress-free, here’s exactly how we work and when you’ll hear from us.

Who we are (and how we communicate)

Small family business: We’re a family-run team with small children, and during the busy season our inbox can get hectic. We aim to reply within 24 hours (Tue–Fri). If you haven’t heard back by then, please give us a nudge — we’d rather be reminded than risk you worrying.

Email-only, on purpose: To avoid details getting lost in calls, texts, or social DMs, we keep all communication via email. This gives you a clear paper trail and helps us manage lots of bookings accurately.

One thread = less chaos: If you can, please stick to the same email thread and include [Booking Reference] + [Event Date] in the subject line. It makes life easier for everyone.

Your booking timeline (at a glance)

1. Now — Deposit & Initial Booking Form

Once your deposit is paid and your initial form is submitted, your date is secured in our diary. You’ll then receive a short automated welcome confirming you’re all set.

2. T-3 weeks — Final Booking Form + Remaining Balance

Three weeks before your event, you’ll receive:

Your Final Booking Form (confirm guest numbers, dietary info, final timings, and menu choices)

Your invoice for the remaining balance, due at the same time.

We’ll also share a quick round-up of additional products/services you might want to add.

Why we wait until 3 weeks: numbers change, plus-ones appear, timings shift — totally normal. To keep admin clean, please hold updates until this stage rather than sending piecemeal changes (“add 1 here, remove 2 there”). Everything gets confirmed on the final form.

3. T-7 days — Countdown Email & Poster

One week before, you’ll receive a 7-day countdown email with a poster and final reminders.

4. Event Day — We arrive early

Our team arrives 1–2 hours before your agreed start time to set up, bring the oven up to temperature, and be ready to serve on schedule.

5. After your event — Review Email

You’ll receive a brief review request. Feedback helps us improve and keeps standards high. You may also receive occasional updates about new menus, services, or offers.

Important notes & expectations

Between booking and T-3 weeks: You won’t hear from us beyond the automated emails. Don’t worry — once your deposit is paid and your initial form is in, you’re in the diary. If we need anything, we’ll email you.

Please don’t send rolling updates: Save number changes, dietary notes, and timing tweaks for the Final Booking Form at T-3 weeks. That’s what it’s for.

Check your spam/junk: Automated emails sometimes land there. Please whitelist our email address and keep an eye out around the T-3 weeks and T-7 days marks.

Allergies & intolerances: Please review our T&Cs for full details. (Headline: we can accommodate some dietary preferences and intolerances, but we cannot guarantee service for severe allergies due to cross-contamination risk in mobile catering environments.)

Site & access basics: Full requirements are in our T&Cs, but as a guide, our horseboxes typically need safe access and a level pitch, with approx. 3m height × 3m length × 2m width clearance. If your venue has tight access or restrictions, please flag this on your Final Booking Form.

Power/water: Requirements vary by setup and menu. Please see your booking confirmation and T&Cs; any specific needs will be listed there.

What you need to do (simple checklist)

✅ Now: Pay deposit + complete Initial Booking Form → your date is secured.

✅ At T-3 weeks: Complete Final Booking Form (final numbers, timings, dietary info, menu choices) and pay the remaining balance (invoice sent in the same email).

✅ At T-7 days: Review the countdown email & poster, share details with your guests if helpful.

✅ On the day: We’ll arrive 1–2 hours early and handle the setup and service.

Terms & Conditions

Our T&Cs explain exactly how we serve and what’s expected on the day (access, timings, service window, queue management, dietary policy, cancellations, etc.). Please read them carefully — they’re part of your booking.

If anything urgent pops up, email us with “URGENT — [Booking Reference] [Event Date]” in the subject so we can spot it quickly. Otherwise, we’ll keep everything tidy and on track via the timeline above.

Thanks again for choosing and supporting a small family business. We can’t wait to be of service for you and make your event brilliant.

Warmly,

The Vines

How long does it take each pizza to cook?

At full capacity we can do 4/8 plates per minute but we always work to the timeframe you have given us.

How big are the horseboxes?

Height - 3m

Length - 3m

Width - 2m

Please check there are no height restrictions at your venue as well as any roads leading to, also checking there is adequate width and turning circle.

How much is your deposit?

To secure your booking date requires a 50% deposit upfront, the remaining 50% needs to be paid 3 weeks prior to the event date. You can pay this via bank transfer or payment link.

When is the remaining balance due?

The remaining balance as well as the final booking form is due three weeks prior to your event date. The final booking form will be sent out with your booking confirmation via email.

Do you require electricity or water?

Yes we require a normal 3 pin plug. We have extension leads. We do not require water.

When will you arrive / How long does it take you to set up?

We like to arrive 1-2 hours prior to the event time.

How big are your pizzas?

Our Neapolitan pizzas are 10" which is always what we base our original quotation on. If you are working within a budget we can reduce the pizza size to 8" or even 6" to accommodate this. 

Are there any additional costs?

No. We factor fuel, etc into the price per head, so that is all you pay!

Can you design us a menu?

Yes, we often customise and add additional topping choices for our customers, if you can't see what you are looking for let us know.

What do you serve your pizzas in?

Depending on your menu choice, either recycled kraft pizza boxes or paper plates.

What is your cancellation policy?

Your deposit is fully refundable if you cancel 12 months or more prior to your event date. We understand that things happen which are sometimes out of our control, therefore, If you do have to cancel within 12 months or less of your event date we will allow you to change the date for another date of your choosing within 12 months of your cancellation. 

How far will you travel for an event?

We cover the entirety of the UK and have proudly tossed our Neapolitan pizzas far and wide in all corners of the united kingdom. Saying this we may at times have to put a minimum order in place dependent on the distance required. 

When do I have to confirm numbers?

We get lots and lots of wedding bookings which we love. This can, however, leave the bride and groom unsure on the initial number to book for. We always advise booking with a conservative amount as once you have booked you can't round down but you can always round up. The remaining 50% of your payment is required 3 weeks prior to your event date which allows you to have received all your RSVPs and have a fixed number set.

Do you cover allergies?

We cannot guarantee any allergies, however, we do serve for intolerances. Please speak to our team.

Do you clear waste?

If you require us to remove the waste, please let us know and we can add this on to your invoice