Refund Policy

This Refund Policy applies to all catering orders placed with Launceston Catering Company via our website, online ordering platform, email or phone.

This policy operates alongside your rights under the Australian Consumer Law (ACL).

1. Order Confirmation

Orders are confirmed once payment has been processed or an approved account booking has been accepted by us in writing.

Because catering involves purchasing ingredients, staffing and preparation in advance, cancellation terms apply as set out below.

2. Cancellations Before Cut-Off

Orders cancelled before the published order cut-off time for the delivery date are eligible for:

a full refund, or
a credit note (customer choice)

Refunds will be processed to the original payment method.

3. After Cut-Off Time

Once the order cut-off time has passed, food production and purchasing commitments have already been made.

Therefore:

cancellations after cut-off are non-refundable
reductions in quantity are not permitted
date changes are treated as cancellations

We may offer a credit at our discretion in exceptional circumstances.

4. Same-Day Cancellations or Failed Deliveries

If we are unable to deliver because:

no one is available to receive the order
delivery details are incorrect
access to the premises is unavailable

the order will be considered fulfilled and no refund will be provided.

5. Quality Issues

If you believe there is a problem with your order, you must notify us within 2 hours of delivery and provide photos where possible.

Where a product is:

significantly not as described, or
not of acceptable quality

we will, in accordance with Australian Consumer Law, provide an appropriate remedy which may include:

replacement items
store credit
partial refund
full refund (where appropriate)

We may request return or inspection of the goods where reasonable.

6. Change of Mind

We do not provide refunds for:

change of mind
incorrect items ordered by the customer
orders cancelled after the cut-off time

7. Dietary Requirements & Allergies

We take care when preparing food, however all food is produced in a kitchen that handles allergens.

Refunds will not be provided for allergic reactions where:

dietary requirements were not declared at ordering, or
the customer has a severe allergy and chooses to consume the product after being advised of cross-contamination risk.

This clause does not exclude your rights under Australian Consumer Law.

8. Refund Processing Time

Approved refunds are processed within 3–7 business days.

Your bank or payment provider may take additional time to finalise the transaction.

9. Our Cancellation

If we must cancel an order due to unforeseen operational issues, ingredient supply failure, safety concerns or circumstances beyond our control, you will receive a full refund.