What methods, procedures, and standards are included in the Crave Cookies System?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- "System Standards" means, as of any given time, the then-current mandatory procedures, requirements, and/or standards of the System as determined by Crave Cookies Franchising, which may include without limitation, any procedures, requirements and/or standards for appearance, business metrics, cleanliness, customer service, design (such as construction, decoration, layout, furniture, fixtures and signs), equipment, inventory, marketing and public relations, operating days, operating hours, presentation of Marks, product and service offerings (including menu and beverages), quality of products and services, recipes, reporting, safety,
technology (such as computers, computer peripheral equipment, smartphones, point-of-sale systems, back-office systems, information management systems, security systems, video monitors, other software, backup and archiving systems, communications systems (including email, audio, and video systems), payment acceptance systems, and internet access, as well as upgrades, supplements, and modifications thereto), uniforms, and vehicles.
- 7.1 Compliance with Manual and System Standards. Franchisee shall at all times and at its own expense comply with all mandatory obligations contained in the Manual and with all other System Standards. If Franchisee is found to be in non-compliance with Crave Cookies Franchising's System, Manuals, or standards, Franchisee will be charged a fine as set forth in Our Operations Manual. The fine is due upon billing.
- 7.2 Compliance with Law. Franchisee and the Business shall comply with all laws and regulations. Franchisee and the Business shall obtain and keep in force all governmental permits and licenses necessary for the Business.
- 7.3 Products, Services, and Methods of Sale. Franchisee shall offer all products and services, and only those products and services, from time to time prescribed by Crave Cookies Franchising in the Manual or otherwise in writing. Franchisee shall make sales only to retail customers, and only at the Location. Unless otherwise approved or required by Crave Cookies Franchising, Franchisee shall not make sales by any other means, including without limitation by wholesale, by delivery, by mail order or over the internet, or at temporary or satellite locations. Franchisee shall provide all products and perform all services in a high-quality manner that meets or exceeds the customer's reasonable expectations and all applicable System Standards.
- 7.4 Menu. Franchisee shall offer all menu items, beverages, and other products and services, and only those menu items, beverages, and other products and services, from time to time prescribed by Crave Cookies Franchising, LLC in the Manual or otherwise in writing.
- 7.5 Preparation. Franchisee shall follow all recipes prescribed by Crave Cookies Franchising, LLC, including, without limitation, use of all ingredients specified or authorized by Crave Cookies Franchising, LLC, and only such ingredients. Franchisee shall prepare and serve
all food products in a high-quality manner that meets or exceeds the customer's reasonable expectations and all applicable System Standards. Franchisee shall not substitute any recipe prescribed by Crave Cookies Franchising, LLC, unless Franchisee receives express written permission from Crave Cookies Franchising, LLC to make a substitution.
- 7.13 Software. Without limiting the generality of Section 7.1 or Section 8.1, Franchisee shall acquire and use all software and related systems required by Crave Cookies Franchising.
Franchisee shall enter into any subscription and support agreements that Crave Cookies Franchising may require.
Franchisee shall upgrade, update, or replace any software from time to time as Crave Cookies Franchising may require.
Franchisee shall protect the confidentiality and security of all software systems, and Franchisee shall abide by any System Standards related thereto.
Franchisee shall give Crave Cookies Franchising unlimited access to Franchisee's point of sale system and other software systems used in the Business, by any means designated by Crave Cookies Franchising.
- 7.15 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crave Cookies Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Crave Cookies Franchising shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Crave Cookies Franchising for such programs.
Crave Cookies Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies' 2025 Franchise Disclosure Document, the System Standards encompass a wide array of mandatory procedures, requirements, and standards determined by Crave Cookies Franchising. These standards cover various aspects of the business, including appearance, business metrics, cleanliness, customer service, design (such as construction, decoration, layout, furniture, fixtures, and signs), equipment, inventory, marketing and public relations, operating days, operating hours, presentation of Marks, product and service offerings (including menu and beverages), quality of products and services, recipes, reporting, safety, technology, uniforms, and vehicles. Franchisees are obligated to adhere to these standards at all times and at their own expense.
Crave Cookies also outlines specific operational procedures. Franchisees must comply with all laws and regulations, secure necessary governmental permits and licenses, and offer only products and services prescribed by Crave Cookies Franchising. Sales are restricted to retail customers at the designated location, unless otherwise approved. High-quality preparation and service are mandated, adhering to specified recipes and ingredients. Franchisees are also expected to participate in customer evaluation and compliance programs, potentially including customer feedback systems, surveys, and mystery shopping, and meet minimum score requirements set by Crave Cookies Franchising, including those from public internet review sites.
Furthermore, Crave Cookies mandates the use of specific software and related systems, requiring franchisees to enter into necessary subscription and support agreements, and to upgrade software as directed. Franchisees must also use specified customer data management, sales data management, administrative, bookkeeping, accounting, and inventory control procedures and systems. They are expected to resolve customer complaints promptly, and Crave Cookies Franchising reserves the right to take action and seek reimbursement for expenses related to resolving customer complaints. These comprehensive standards and procedures aim to ensure consistency and quality across all Crave Cookies franchise locations.