Terms & Conditions
Raquel's Staffing & Bar
Professional Event Staffing & Bar Services · London
Raquel's Staffing & Bar, 3 West Drive, Tooting, London SW16 1RP, 0800 121 8921
These Terms & Conditions govern all staffing, bar and drinks service bookings made with Raquel's Staffing & Bar ('Raquel's', 'we', 'us'), operated in association with PenniBlack LDN Ltd, Company No. 12397094. By confirming a booking you agree to be bound by these terms.
Quotations & Confirmation
QUOTATION VALIDITY
All quotations issued by Raquel's Staffing & Bar are valid for thirty (30) days from the date of issue. After this period, Raquel's Staffing & Bar reserves the right to revise pricing to reflect any changes in supplier costs, staffing rates, equipment hire prices or general market conditions. Raquel's Staffing & Bar will notify the client of any revised pricing before proceeding.
TENTATIVE BOOKING
Bookings are held tentatively for ten (10) working days pending receipt of a deposit. Raquel's reserves the right to release an unconfirmed booking after this period without notice.
CONFIRMATION
A booking is confirmed upon receipt of a 50% deposit of the total quoted price and a completed Booking Form confirming event details, service type, and any agreed drinks package. Bookings within ten (10) working days of the event require 100% payment at confirmation.
EVENT DETAILS
The client is responsible for providing accurate event details at the time of booking, including venue address, full access instructions, event start and finish times, and the nature of service required. Any material changes must be notified in writing as soon as possible and may affect the quoted price. Where details change within 48 hours of the event start, Raquel's reserves the right to charge an administration fee of £5.00 per staff member requiring re-briefing or re-confirmation.
Charges
HOW CHARGES ARE CALCULATED
Charges are calculated according to the number of hours worked by each staff member, to the nearest quarter hour. The hourly charge rate includes the staff member's pay, Raquel's commission, holiday pay entitlement (equivalent to 12.07% of hours worked, in accordance with the statutory 5.6 weeks' annual leave entitlement), employer's National Insurance contributions, and any agreed travel or other expenses. VAT is payable on all charges.
NO REFUNDS
There are no refunds payable in respect of charges once staff have attended and worked an assignment, save where clause 16.1 (Unsatisfactory Staff) applies.
OVERTIME AFTER MIDNIGHT
All staff — including general staff, bar staff, supervisors and event managers — will be charged at time and a half (1.5 times the applicable hourly rate) for all hours worked after midnight. This applies regardless of whether overtime was anticipated at the time of booking.
INVOICE QUERIES
Any query regarding an invoice must be raised in writing within seven (7) working days of the date of the invoice. Queries raised after this period may not be accepted.
Staffing Services
STAFF ALLOCATION
Raquel's will allocate staff based on the confirmed service type, guest count, and event requirements. Staff ratios are as follows:
Dinner service: 1 waiter per 10 guests, with Waiting Supervisor
Reception / canapé service: 1 host or waiter per 25 guests
Buffet service: 1 waiter per 15 guests
Bar service: 1 bartender per 40 guests, with Bar Supervisor for all events
Drinks / host service: 1 host per 20 guests
Event Manager: always 1 per event for full-service bookings
Raquel's reserves the right to make minor adjustments to staff numbers to ensure the standard of service, at no additional charge.
SUBSTITUTION OF PERSONNEL
Raquel's reserves the right to substitute named practitioners, managers or staff members with suitably qualified alternatives of equivalent experience where circumstances require, including illness, injury or personal emergency. Raquel's will notify the client as soon as possible and will take all reasonable steps to ensure continuity of service and standard.
MINIMUM HOURS
All staff are contracted for a minimum of four (4) hours per assignment. Staff arrive two (2) hours before the agreed event start time for setup and preparation, and remain for one (1) hour after the agreed finish time for clearing and closedown. These hours are included within the minimum four (4) hour charge.
OVERTIME
Overtime beyond the agreed finish time is charged at 1.5 times the applicable hourly rate per staff member, billed in 30-minute increments. Where the client requests staff to remain beyond the agreed finish time, this constitutes authorisation of the additional charges. Raquel's will endeavour to confirm overtime in writing (including by email or text message) during the event wherever possible.
STAFF UNDER CLIENT SUPERVISION
From the time staff report to take up their duties at the venue and for the duration of the assignment, they are deemed to be under the supervision, direction and control of the client. The client agrees to be responsible for all acts, errors or omissions of staff during the assignment, whether wilful, negligent or otherwise, as though the staff were on the client's own payroll. The client will comply with all applicable legislation in respect of staff working at the assignment, including the Working Time Regulations 1998, the Health and Safety at Work Act 1974, and all relevant discrimination legislation.
WORKING TIME REGULATIONS
The client must notify Raquel's before the commencement of any assignment if a staff member may be required to work more than 48 hours in that week. The client will not do anything to cause Raquel's to be in breach of its obligations under the Working Time Regulations.
HEALTH & SAFETY
The client is responsible for providing a safe working environment for all Raquel's staff. The client must advise Raquel's of any special health and safety matters, venue-specific risks, or requirements imposed by law or any professional body that staff must be aware of before commencing the assignment. The client must hold adequate employer's liability and public liability insurance covering Raquel's staff for the duration of every assignment.
STAFF CONDUCT AND APPEARANCE
All Raquel's staff are professionally trained, DBS checked where applicable, and required to present in the agreed uniform or dress code. Specific uniform requirements must be communicated to Raquel's at least five (5) working days before the event.
UNIFORMS
Where the client requires specialist uniforms or branded clothing beyond Raquel's standard dress code, the client is responsible for providing, delivering and collecting those items. In the event of loss or damage to client-supplied uniform items, the client will bear the cost of replacement or repair. Raquel's accepts no responsibility for the loss, damage or late delivery of client-supplied uniform items.
REFRESHMENTS FOR STAFF
It is the client's responsibility to ensure that all Raquel's staff are provided with a substantial meal or adequate food every six (6) hours of work, and access to sufficient water throughout the assignment. If food and water are not provided by the client, adequate time and provisions must be made for staff to purchase their own food and drink. Failure to provide refreshments does not affect the client's obligation to pay for hours worked.
Timesheets
SIGNING OFF HOURS
At the end of each assignment, or at the end of each working week for ongoing assignments, the client (or the client's representative at the event) shall sign Raquel's timesheet verifying the number of hours worked by each staff member. Signature of the timesheet by the client is confirmation of the hours worked.
DISPUTED HOURS
If the client is unable to sign a timesheet because they dispute the hours claimed, the client must notify Raquel's as soon as reasonably practicable and cooperate fully to establish the actual hours worked. Failure to sign a timesheet does not remove the client's obligation to pay for hours actually worked, and the client shall not decline to sign a timesheet solely on the grounds of dissatisfaction with a staff member's performance.
Transport
STAFF TAXIS CUT OFF POINT
For assignments ending at or after 11:30pm Monday to Saturday, or at or after 11:15pm on Sundays, the client is responsible for arranging and paying for appropriate transport for staff to their home address (for example, by taxi). Where Raquel's arranges taxis on the client's behalf, an administration fee of 5% of the total taxi cost will be added to the invoice.
ZONE & DISTANCE RULES
Where the venue is more than 10 to 15 minutes' walk from the nearest operational station or transport link (using safe public walkways), the client is responsible for any additional transport costs incurred by staff to reach or leave the venue, including bus fares, taxi fares or other reasonable travel costs. These will appear as additional costs on the final invoice.
OVERTIME EXTENDS TAXI OBLIGATION
Where staff are originally booked to finish before the cut-off time (11:30pm / 11:15pm) but the client requests staff to remain later, the taxi obligation transfers to the client from the point at which staff would otherwise have been entitled to make their own way home. The client is responsible for ensuring all staff who work past the cut-off time are transported safely.
OUTSIDE LONDON
For assignments outside Greater London, travel time and transport costs will be confirmed within the quotation. Drivers receive two-way travel time from their point of departure; passengers receive one-way travel time from the agreed meeting point. Raquel's reserves the right to arrange third-party transport (including vehicle hire, minibus or coach) for out-of-London assignments. Any such transport costs, plus a 5% administration fee, will be included on the invoice.
Bar Services
BAR SET UP & EQUIPMENT
Where a bar setup, table, glassware or associated equipment is included in the quote, Raquel's will deliver, set up and collect all equipment. The client is responsible for any loss or damage to equipment from the time of delivery until collection by Raquel's.
EQUIPMENT COLLECTION
Equipment must be made available for collection at the agreed time and in a reasonable condition. Equipment not available for collection at the agreed time may incur additional collection, storage or labour charges. Raquel's will not be responsible for any loss or damage to equipment occurring after the agreed collection time where collection has been prevented or delayed by the client or venue.
DRINKS PACKAGES
Where Raquel's is supplying a drinks package, quantities are based on the confirmed guest count and agreed consumption estimates. Raquel's will not be responsible for drinks running short where quantities were agreed in advance and actual consumption materially exceeds estimates. Surplus sealed and unopened bottles of wine and sparkling wine may be returned subject to a restocking fee. Beer, cider, spirits, cocktail ingredients and soft drink packages are non-returnable and non-refundable once delivered.
RESPONSIBLE SERVICE OF ALCOHOL
Raquel's operates a Challenge 25 policy. Staff will refuse to serve alcohol to any person who cannot produce valid proof of age on request, or who appears to be intoxicated. Raquel's reserves the right to cease alcohol service entirely where, in the reasonable judgement of the senior staff member present, continued service poses a risk to the safety or wellbeing of guests or staff.
LICENSING
The client is responsible for ensuring that all required licensing documentation — including premises licences, temporary events notices (TENs), or other authorisations required for the sale or supply of alcohol — is in place prior to the event. Raquel's staff will not serve alcohol at any event where the required licensing is not confirmed to be in place.
Payment & Cancellations
PAYMENT
Full payment of the outstanding balance is required via bank transfer at least seven (7) working days prior to the event. Bank transfer and credit card payments only. For bookings made within seven (7) working days of the event, full payment is required immediately upon confirmation.
LATE PAYMENT
Raquel's Staffing & Bar reserves the right to charge interest on overdue invoices at 8% above the Bank of England base rate per annum, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Interest accrues from the due date until the date of payment in full. Raquel's Staffing & Bar also reserves the right to suspend or withdraw services where payment remains outstanding beyond the agreed terms.
CANCELLATION POLICY
All cancellations must be made in writing by email. A telephone call or answerphone message is not sufficient to constitute a valid cancellation. The following cancellation fees apply:
Where a cancellation covers a multi-day assignment or a series of events booked under a single agreement, the full quoted amount for all days will be charged in accordance with the above scale, based on the notice given prior to the first date of the assignment.
SECURITY BOND
Raquel's reserves the right to retain up to 10% of the total function price as a bond against additional charges, cleaning costs, equipment losses or damages. The bond will be refunded in full within fourteen (14) days of the event where no additional charges arise.
Surcharges
PUBLIC HOLIDAY SURCHARGE
A surcharge of 25% on all staff rates applies to events held on a declared public holiday in England and Wales.
VENUE ACCESS DELAYS
Delays caused by venue restrictions, loading limitations, restricted access, delayed venue opening, lift failure, security procedures or third-party suppliers are outside the control of Raquel's. Where such delays result in additional staff time, extended hire periods or other additional costs, these will be charged to the client at the applicable rate.
OUT-OF-HOURS DELIVERY
Delivery or collection of equipment outside standard working hours (07:00–19:00, Monday to Friday) may incur an additional surcharge, agreed in writing prior to the event.
Engagement of Staff by Client
TRANSFER FEE
In the event that the client directly engages, employs or otherwise uses the services of any Raquel's staff member — whether on a permanent, temporary or freelance basis, or through any third party — within fourteen (14) weeks of that staff member last working for the client through Raquel's, the client shall be liable to pay a Transfer Fee. The Transfer Fee is calculated as 18% of the gross remuneration applicable to that staff member during the first twelve (12) months of their engagement by the client, with a minimum fee of 10% of annual remuneration. VAT is payable in addition. No refund of the Transfer Fee will be paid in the event that the engagement subsequently terminates.
INTRODUCTION TO THIRD PARTIES
Where the client introduces a Raquel's staff member to a third party, and that third party engages the staff member within the relevant period, the client shall be liable to pay a Transfer Fee calculated on the same basis as above.
Termination & Unsatisfactory Staff
UNSATISFACTORY STAFF
The client undertakes to supervise Raquel's staff sufficiently to be satisfied with their standards of work. If the client reasonably considers that a staff member's performance is unsatisfactory, the client may request the immediate removal of that staff member by contacting Raquel's. Raquel's may in such circumstances reduce or cancel the charges for the time worked by that staff member, provided that the assignment is terminated: (a) within four (4) hours of commencement for bookings of more than seven (7) hours; or (b) within two (2) hours of commencement for bookings of seven (7) hours or less; and provided that written notification of the unsuitability of the staff member is confirmed to Raquel's within 48 hours of the termination.
RIGHT TO TERMINATE
Either the client, Raquel's, or the staff member may terminate an assignment at any time without prior notice and without liability, subject to the payment obligations set out in these Terms.
STAFF NOON-ATTENDANCE
The client must notify Raquel's immediately, and in any event within 24 hours, if a staff member fails to attend or notifies the client that they are unable to attend the assignment. Raquel's will use reasonable endeavours to arrange a suitable replacement where possible.
Media & Confidentiality
PHOTOGRAPHY & SOCIAL MEDIA
Unless otherwise agreed in writing, Raquel's Staffing & Bar reserves the right to photograph or film the event for portfolio, website, social media, marketing and promotional purposes. No identifiable guests will be named or tagged without consent. Clients requiring confidentiality must notify Raquel's Staffing & Bar in writing at least five (5) working days before the event date, and a confidentiality agreement may apply.
Client Property & Liability
CLIENT PROPERTY & PERSONAL VALUABLES
Raquel's accepts no responsibility for loss, theft or damage to personal belongings, gifts, equipment, instruments, valuables or any other property brought to the event by the client, guests, third-party suppliers or any other individual. Guests are advised to keep personal valuables secure throughout the event. Where a cloakroom facility is provided, items are left entirely at the owner's own risk.
WASTE REMOVAL
Unless specifically included and priced within the confirmed quotation, the removal of venue waste, recycling, event refuse or third-party packaging is excluded from Raquel's's services. The client is responsible for ensuring the venue has adequate waste management provisions. Additional waste removal requested on the day may be subject to additional charges.
CLIENT INDEMNITY
The client shall indemnify and keep indemnified Raquel's against any costs, claims, damages or liabilities incurred by Raquel's arising out of any assignment, including any claims arising from the client's failure to comply with health and safety legislation, Working Time Regulations, or any other statutory obligation in relation to staff working at the assignment.
RAQUEL’S LIABILITY
Raquel's carries full public liability insurance. Whilst every effort is made to provide staff of appropriate skill, integrity and reliability, Raquel's is not liable for any loss, expense, damage or delay arising from any failure to provide a staff member for all or part of a booking, or from the negligence, dishonesty, misconduct or lack of skill of any individual staff member during an assignment. Raquel's does not exclude liability for death or personal injury arising from its own negligence.
FORCE MAJEURE
Neither Raquel's Staffing & Bar nor the client shall be liable for any failure to perform their obligations where such failure is caused by circumstances beyond reasonable control, including but not limited to extreme weather, transport disruption, strikes, acts of God, government restrictions, terrorism, epidemic, pandemic, venue closure, power failure or utility disruption. In such circumstances Raquel's Staffing & Bar will use reasonable endeavours to reschedule the booking. Any non-recoverable costs already incurred will remain chargeable.
These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.