TERMS, PRIVACY &
DELIVERY INFORMATION.
Clear expectations make for smoother deliveries. These are the practical details behind booking, delivery and how we handle your information.
BOOKINGS & AVAILABILITY
Orders and preferred delivery windows are subject to availability until confirmed. Same-day, emergency and last-minute orders may be possible, but advance booking is strongly recommended so we can allocate stock, production capacity and delivery resources.
TWO-HOUR DELIVERY WINDOWS
Confirmed deliveries are planned around a two-hour delivery window. We make every reasonable effort to deliver within the agreed window, allowing for traffic, distances between deliveries, access and time required on earlier sites.
Routes can occasionally progress more quickly than expected. Where traffic is favourable or an earlier delivery requires less time on site, we may be ready to arrive slightly ahead of the booked window. Where practical, we will communicate with the customer or site contact before an early arrival.
DELAYS OUTSIDE OUR CONTROL
While routes are planned carefully, circumstances outside our reasonable control can affect delivery, including severe traffic disruption, road closures, accidents, vehicle issues, extreme weather, venue access restrictions or other unforeseen events. We will communicate as soon as reasonably possible if a material issue affects the plan.
QUANTITIES & ICE STORAGE
Any quantity guidance we provide is based on the information supplied to us and is an estimate rather than a guarantee of consumption. Weather, event length, guest behaviour, drinks service and storage all affect ice usage and melt rate. Customers are responsible for providing suitable storage or a practical shaded location once the ice has been delivered.
DELIVERY PRICE
Delivery is included in the bag price quoted unless we specifically state otherwise. Ice is zero-rated for VAT.
ACCESS & SITE INFORMATION
Please provide accurate delivery and access information, including service entrances, security arrangements, restrictions and a useful site contact. What3Words can be particularly helpful for rural, temporary or multi-entrance sites.
PRIVACY & YOUR INFORMATION
Lunar Ice is responsible for the personal information you give us. If you contact us by phone, email, WhatsApp, text or the website form, we may collect your name, contact details, delivery address or postcode, event or order details and the contents of your message.
We use that information to answer enquiries, prepare quotes, plan and complete deliveries, manage customer relationships, keep appropriate business records and meet our legal obligations. Our lawful bases are taking steps at your request before a contract, performing a contract, complying with legal obligations and our legitimate interests in running and protecting the business.
We do not sell your personal information. We may share only what is necessary with service providers that support our website, email and business systems, professional advisers, or people involved in arranging or completing your delivery. We keep information only for as long as it is needed for the enquiry or order, our legitimate business needs and any legal or accounting requirements.
You may ask us for access to your personal information, or ask for it to be corrected, erased or restricted where the law allows. You may also object to certain uses. Contact info@lunarice.co.uk. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk.
This website does not currently use analytics or advertising cookies. Our hosting provider may process essential technical logs needed to operate and secure the site. The site loads its display typeface from Google Fonts, and links to services such as WhatsApp, Facebook, Instagram and Google Reviews; those services handle information under their own privacy terms when you use them.
Privacy information last updated: 15 September 2026.
COPYRIGHT
Unless otherwise stated, the original text, photographs, graphics and branding on this website are © Lunar Ice. They may not be copied, reproduced, republished or used commercially without prior written permission. Third-party names, logos and trademarks remain the property of their respective owners.
These website terms are intended to explain our normal operating arrangements. Any specific written terms agreed for an individual order take precedence where applicable.