Frequently Asked Questions

Installation involves placement on a stable surface. Ovens can be stacked up 2 at a time. Nova Chef can provide detailed guidance and instructions on installation. It typically takes just a few minutes to install the equipment and be ready to launch.

Individual portions are reheated using Nova Chef smart microwaves, which ensure perfect quality every time through barcode-operated smart features, minimizing human error. While other regular microwave ovens can be used, we cannot guarantee the same level of perfection. Catering packs are reheated using combi-ovens such as Rational or Unox.

The ovens require minimal training. Bar code scanning technology allows for complete avoidance of human errors. Just take the meals out of the freezer, peel the label and scan the barcode - your food will be ready in minutes. Similarly with combi-ovens exact easy to follow instructions are written on each food pack. Customers are also welcome to use training videos on how to best plate our products. See customer portal or website for that.

Typical specs: electrical supply 230V single-phase, power draw ~1-3kW, footprint approx. 420×400×600 mm. Exact specs are provided during the proposal.

Yes, individual portions are reheated using Nova Chef smart ovens, which can either be purchased or leased. Catering packs are reheated using combi-ovens, such as Rational or Unox

In case of any issues with the ovens please contact our customer service and Nova Chef will either replace the oven or send an engineer to attend to it onsite. Our emergency response SLA is >80% attendance within 24 hours and resolution within 48 hours.

Ovens are extremely robust commercial equipment. The only maintenance required is regular cleaning, including occasional cleaning of the metal filter which takes a few minutes to do. Video instructions on this are provided to customers.

For on-site demos, we bring a loaner smart oven and set it up. For full rollout, we provide full support including guidance and advice on installation at no extra charge.

Allergen-control protocols in production include dedicated lines or validated cleaning between runs. Each meal is labelled with full ingredient lists and allergen statements. We supply allergen matrices for clients.

Shipments use validated insulated containers with data-loggers tracking temperature in transit. Our logistics partners follow strict protocols; we review temperature reports for each delivery batch.

Our production facilities are HACCP-certified, have full UK food manufacturing approval license and also SALSA accreditation, ensuring industry highest standards for food safety and hygiene. Ovens meet CE and UK safety directives.

Standard shelf life is 3 months at -18°C for mains; some items may last up to 6 months. Store in a freezer maintaining -18°C or colder. “Use by” dates are printed on each pack. We do not use any preservatives in any of our products - only simple highest grade ingredients used in home cooking.

We do not use artificial preservatives; preservation relies on flash-freezing. Our packaging is compostable bio-cellulose trays and we use zero plastic - ensuring best health for the human body and the planet.

Flash-freezing eliminates ice crystal formation, maintains the same moisture content, preserving cell structure and complete nutrient retention. Our reheating profiles (precise time/temperature) restore texture and flavor to perfect, freshly cooked state.

Because shelf life is months, leftover stock can roll over to the next period; if a menu is discontinued, we plan promotions or reassign inventory to other outlets.

We offer 1 year contract with 2 month cancellation clauses that allows for flexibility for adjustments to business models. If your model evolves (e.g., add new service lines), we discuss amendments—adding new sites, menu categories, or adjusting volumes/pricing.

We maintain production buffers and flexible logistics capacity; clients can submit volume forecasts in advance. For last-minute spikes, subject to availability, we may arrange expedited runs.

We collect detailed feedback and adjust recipe parameters (e.g., seasoning, portion size) or suggest alternative dishes. Our iterative pilot process aims to refine offerings until satisfactory.

Our services include 2 month cancellation clause. Customers who purchased the equipment from us or use their own equipment can pause or cancel service at any time.

We aim for 99% uptime on ovens; our SLA defines response times for technical issues with minimum 80% site attendance within 24 hours and resolution within 48 hours. Delivery reliability target is 98–99% on-time rate; contingency plans exist for disruptions.

Yes. Standard SLA: with minimum 80% site attendance within 24 hours and resolution within 48 hours

Through periodic reports: food waste reduction percentages, energy savings (by avoiding large kitchen cooking), and packaging recycling stats.

Our meals packaging is made of compostable bio-cellulose – the most advance packaging technology in the world, ensuring heathy human body and minimal impact on the environment.

While we do not formally measure and report our carbon footprint due to our size, we are aware of our environmental impact and are taking constant measures to improve. As we grow we aim to formalise and quantify our efforts.

Extended shelf life (up to 3 months) means less spoilage. Portion-controlled packs ensure exactly the needed quantity is reheated, minimizing leftovers.

Yes; all our packaging is eco-friendly and zero plastic.

There is no upfront cost with Nova Chef. Smart oven lease fees can be structured monthly or amortized within per-meal pricing. Exact terms are outlined in proposals.

Standard payment terms are net 30 days from invoice.

Standard contracts run 12 months, with 2 month no-commitment trials.

Pricing is typically per-portion, decreasing with higher volumes. No fixed subscription fee; optional equipment lease fee may apply. Volume tiers unlock discounts.

Yes. We offer pilot/demo programs for 2 months which allows you to try Nova Chef solutions risk free without any commitment.

We review prices twice a year. We notify clients in advance of any adjustments.

Depending on your location there may be delivery fees. Everything else, including immediate phone/email based support is free of charge.

We compare total cost of food service: cost of raw ingredients and cost of labor, food waste versus Nova Chef per-meal cost. Our ROI calculator uses your current spend data to project savings.

Since meals require minimal staff interaction (load & start oven vs. full kitchen prep), labor requirements drop significantly. Our analysis typically shows labor savings of 80%-90% compared to fully staffed kitchen.

Yes—on our website we provide an interactive ROI tool where you input current meal volumes together with ingredient and labour costs; it outputs estimated savings. Example case studies illustrate real client results.

From case studies: one hotel reduced food waste by 80% in restaurant services; a hospital in London cut their kitchen payroll by 80%. Another hotel has tripled their bar turnover after introducing Nova Chef food service. A large factory has increased customer satisfaction of night shift staff to 95% with Nova Chef’s on demand meal service. See website section on case studies.

Yes. Virtual demos include a guided video walkthrough of the ovens’ functionality, meal preparation process, and case study presentations. Webinars cover topics like blast-freezing technology and ROI analysis.

We bring a smart oven and select sample menu items. Your staff and decision-makers can taste dishes, observe reheating process, and evaluate service workflows. We also collect feedback and preliminary metrics.

Please provide flat prep surface with 2 or 3 single phase UK mains power outlets, some plates and cutlery for our dishes.

We organize periodic tasting events in major cities or can host private tastings at your site or partner venues. Invitations are sent via newsletter or upon request.

Use our “Book a Free Demo” form on the website or reach out to us by email info@novachef.co or phone  0208 058 7184. Provide preferred dates and location; our team confirms availability and logistical details.

Yes, our co-founder and executive Chef, Sergey Men overseas all of our client menus. Regular review meetings are scheduled bi-monthly or quarterly to gather feedback, menu performance, and suggest optimizations (e.g., menu adjustments, scheduling tweaks) and new product development discussions.

Through our customer support: submit a request either via email phone call or our online customer portal.

We have sustainability policy that optimises our business towards ESG goals. Policy can be shared on request. The most important impact of Nova Chef’s sustainability efforts are complete elimination of plastic from our product packaging and elimination of waste both during production and for clients. Furthermore, we aim to transform our electricity consumption towards fully sustainable sources over time.

Client data is stored securely, encrypted in transit and at rest. We have a privacy policy outlining data usage, retention, and deletion processes in compliance with GDPR and other applicable laws.

Ovens receive firmware updates by our delivery drivers during drop-offs.

We aim to respond to critical issues even during non-business hours.

Our account manager will be in close contact with your operations team making sure any issues are quickly resolved and all feedback is gathered and processed and acted upon to ensure maximum results for your business. Urgent concerns are escalated to product and operations teams and managing director.

Standard support: business hours Mon–Fri via phone and email; We also offer an online ticketing portal.

Deliveries are typically twice a week, depending on volume. Minimum order value is around £250 per shipment, but varies by region. Smaller trial orders may be arranged for pilot phases.

We cover the mainland UK (England, Wales, Scotland).

Our products are shipped in specialised temperature-controlled freezer vehicles, giving complete assurance on food safety and standards. 

For regular orders, we deliver within 3–5 days and can frequently accommodate specific requirements. During onboarding the oven(s) and 1^st food order are delivered within 7–14 days; although it is possible to fast track onboarding to a few days when necessary. 

We scale production capacity in advance based on forecasts. Clients can adjust order volumes via the portal; we confirm availability and adjust logistics plans accordingly.

Most of the time we are able to accommodate orders on short notice.

Our logistics partners provide real-time tracking. In case of delays, we notify you immediately and arrange expedited replacement or contingency shipments to avoid service interruption.

Nova Chef is a fully licensed UK Food Manufacturer. We’ve gone beyond and attained SALSA certification which is the highest standard of food and hygiene standard for medium sized companies.

Yes—upon request, we supply HACCP plans and any relevant certificates to support client audits.

Our client portal hosts short video tutorials on oven operation, cleaning procedures, and ordering processes, plus searchable FAQs and troubleshooting guides.

Yes. We provide online training videos. On site training is also possible on request.

We notify clients of major updates and provide refresher sessions (virtual or on-site) as needed. Bite-sized update notes accompany minor changes.

Yes—secure portal provides all relevant documentation, including allergen and nutritional data and matrices.

Yes. We publish case studies highlighting cost savings, waste reduction, and service improvements. Anonymized or branded versions are available based on client permission.

Yes—our “Case Studies” page offers downloadable PDFs featuring key metrics and client testimonials.

Upon request, we can connect you with willing reference contacts.

Minor recipe tweaks or custom menu selections typically require 4-6 weeks lead time (for recipe R&D, trials, and packaging design). Urgent requests may be possible for higher fees.

Yes. We offer private-label options where packaging and menu inserts display your logo and brand messaging, subject to minimum volume commitments.

Yes. Many corporate or hospitality clients choose white-label packaging to align with their brand experience.

We develop brand-specific menus (e.g., conference catering, holiday buffets) with themed recipes and branded communication materials. Lead time and minimum order apply.

1) Initial consultation & on-site demo/tasting with smart oven; 2) Menu and equipment options selection. 3) Contract signing 4) Pilot period; 5) Data review and optimization; 6) Full-scale deployment across units; 7) Ongoing support and periodic reviews.

We can support additional sites scaling quickly and efficiently. In a few weeks we can deliver the equipment and first orders anywhere in mainland UK.

We handle site surveys (technical and operational), advise on oven installation, provide training support for staff on operation and basic maintenance, and provide onboarding documentation and contact points.

From contract signature to pilot launch: up to 2 weeks.

We aim to support your existing operations by being a modular plug and play model. Be it catering multi-portion packs or individual portion menu we can either fill in the gaps or support the entirety of your food service needs. For example, select dishes can be added to your existing chef-made menu or alongside other meals. You can augment your catering, restaurant or room service needs with Nova Chef during select hours or days or periods of time when you are short-staffed.

NOVA CHEF is built as a low-labour solution. 1-2 staff members is all that is required to serve delicious food. Just place our meals inside the Nova Chef smart oven or a Combi-oven and then serve the food once it’s ready.

Pilot periods typically last 4-8 weeks. This allows for collection of performance data (taste feedback, service times, cost and revenue metrics) to validate fit before scaling.

We offer a diverse menu including finger foods, appetizers, soups, mains, sides, and desserts. Seasonal rotations introduce new dishes quarterly.

We offer customization: select from our standard repertoire or develop bespoke dishes in collaboration with our chefs. Minimum volumes and lead times apply for custom recipe development.

90% of our menu is halal. Our menu is diverse offering including vegetarian, vegan, no gluten products that can satisfy all tastes and dietary requirements.

We can tailor menus to specific nutritional programs as part of our customisation service.

A downloadable PDF on our secure client portal provides full ingredient lists, allergen flags, and nutrition facts (calories, macros) per portion for every menu item.

Core menu items rotate every 3–4 months to keep variety, with occasional limited-edition dishes tied to seasons or events. Clients receive advance notice of upcoming changes.

Invoices are issued upon delivery via email and accessible in the client portal. They include detailed line items (meals delivered, equipment lease, delivery fees).

Minor volume adjustments within the allowed window (e.g., 48 hours before delivery) incur no penalty. Cancellations outside agreed notice periods may incur fees specified in the contract.

We accept payment by bank transfer (BACS), credit or debit cards. Payments based on invoices are accepted subject to approved credit applications.

Yes. Clients access a secure portal to place or adjust orders, monitor upcoming deliveries, view historical invoices, and download reports.