Refund and Credit Policy

Refund & Credit Policy

 

Metropole Espresso Bar Pty Ltd Trading as Zest Catering & Events Pty Ltd (“we”, “our”, “us”) is committed to ensuring customer satisfaction with our catering services. If you are dissatisfied with our goods or services, we will make reasonable efforts to address your concerns. Please read this Refund & Credit Policy for guidance on our process.

1. Refunds & Replacements

We understand that occasionally issues may arise with our products or services. If the goods or services received are defective, not fit for purpose, or do not meet the agreed-upon specifications, we may offer a refund or replacement under the following conditions:

• Defective Products: If the food provided is not of acceptable quality, we will offer either a replacement or full refund.
• Incorrect or Missing Items: If items are missing or incorrect as per the order, we will either replace them or provide a refund.
• Damage in Transit: If the goods are damaged during delivery, a replacement or refund may be provided, depending on the extent of the damage.

Please note that we cannot offer refunds or replacements for change of mind or incorrect choice of food items once the order has been processed.

2. Late Delivery or Service Issues

If the catering delivery is delayed beyond the agreed time without prior communication, it may affect the event or the customer’s experience. In such cases, we will work to resolve the situation by offering a partial refund, replacement, or alternative service. We will evaluate each case individually and provide an appropriate solution.

3. Store Credit

In some instances where the impact of the issue is deemed minor and does not substantially affect the quality of the order or the service, we may offer Store Credit instead of a full refund or replacement. This will be at our discretion.

• Store Credit Terms: 
  • Store Credit is not redeemable for cash.
  • Store Credit must be used within 3 years of issuance.
  • Store Credit cannot be swapped or substituted for a different product or service; it must be used for a like-to-like product or offering.
  • Once used, Store Credit cannot be re-established.
  • Store Credit cannot be split in value; the entire credit value must be used in one transaction.
  • Store Credit is non-transferable between customers or companies.

4. Cancellations & Event Changes

If you need to cancel or make changes to your catering order, please notify us as soon as possible. Our cancellation policy is as follows:

• Cancellations more than 7 days before the event: A full refund will be provided, minus any non-refundable deposit.
• Cancellations within 7 days of the event: A 50% refund may be issued, subject to the scope of services affected.
• Changes to Orders: If you wish to modify your order, please contact us as soon as possible. We will accommodate changes where feasible, but changes made within 48 hours of the event may incur additional charges.

5. Force Majeure

In the event that we are unable to provide services due to circumstances beyond our control, such as natural disasters, pandemics, or government restrictions, we will make every effort to reschedule the event or offer an alternative solution. If rescheduling is not possible, a partial refund or store credit may be issued.

6. Client Responsibility for Accuracy

It is the client’s responsibility to ensure that all event details, including guest numbers, dietary restrictions, and special requests, are accurate at the time of booking. Any discrepancies due to inaccurate or incomplete information provided by the client may not be eligible for a refund, replacement, or store credit.

7. Feedback & Resolution Process

We value customer feedback and encourage you to contact us directly if you are dissatisfied with any aspect of our service. We will do our best to resolve any concerns in a timely and professional manner. In the event that a resolution cannot be reached, we will follow the guidelines outlined in this Refund & Credit Policy.

8. Eligibility for Refund, Replacement, or Credit

To be eligible for a refund, replacement, or store credit, the issue must be raised within 24 hours of receiving the goods or services. We request that you provide details of the issue, including:

• Clear description of how the goods or services failed to meet your expectations.
• Photographs or documentation that support your claim.
• The order number and your business details.

If your concern is regarding a catering event, please contact us as soon as possible to discuss your options.

9. How to Contact Us for a Refund, Replacement, or Credit

If you believe you are eligible for a refund, replacement, or store credit, please contact us within 24 hours of receiving the goods or services by following these steps:

• Email: Please send an email to orders@zestcatering.com.au with the subject line "Refunds or Credit Request – [Your Business Name]".
• Details: Provide the following information in your email: 
  • Order number and the date of the order.
  • Detailed description of the issue and how it impacts the order or service.
  • Photographic evidence of the problem (if applicable).

Our customer service team will respond promptly to resolve the matter.

10. Additional Notes

• Quality Assurance: We guarantee that our goods are of acceptable quality. This means they will be safe, durable, free from defects, and suitable for their intended purpose. The appearance may vary slightly due to the hand-made nature of the products.
• Service Adjustments: If any issues arise during the catering event or with the service, please bring them to our attention immediately. We will make reasonable efforts to resolve them during the event if possible.