Catering Order Terms and Conditions
Thank you for considering Macchiato as the select caterer for your event. We will go above and beyond to make sure everything is perfect and goes according to plan.
To make sure Macchiato and its customers are on the same page, we have drafted a synthetic list of T&C's, or Q&A's if you will. Should you have any doubts about the points outlined hereafter, do not hesitate to contact us so that we may answer your questions.
Please be informed that Macchiato reserves the right to amend partially or in full any of the following terms and conditions at any time, and declines any responsibility in the event our Clients are not informed of such changes.
1.1 All catering orders are processed by our head office between 9 AM and 5 PM, from Monday to Friday. Orders submitted outside of these hours may be replied to with a delay due to business hours.
1.2 All orders submitted by email (email@example.com) will receive a response within 24 hours from their reception.
1.3 A confirmation email or phone call will notify you when an order has been accepted and processed.
1.4 Our customers can submit orders for Delivery, Pickup or Extended Service.
1.4.1 A Delivery order is an order that is prepared and delivered to an address located within a 200-meter radius from Macchiato (Shop 2 / 338 Pitt St, Sydney) without a delivery fee unless otherwise specified. A wider delivery radius may be considered (depending on logistics), however, a delivery fee may be charged. If a vehicle is required to deliver an order, our staff will verify that there is available parking space (street, enclosed or underground) or a loading area. If an area to stop our vehicle is not present, Macchiato might not be able to deliver on time, or at all, or may have to change an order to a pickup.
1.4.2 A Pickup order is prepared and ready to be collected at the selected pick-up time. Macchiato declines any responsibility for, or otherwise will not refund, compensate or remake any orders that are rejected when foods or beverages are no longer cold, hot, fresh or the same high quality of when they were initially prepared a customer's delay in picking the order up, or otherwise due to an event that is outside of Macchiato's control.
1.4.3 An Extended Service order is an order that requires preparation, transportation, set-up, service and clean-up.
1.5 An order may be changed up to 1 day before its delivery/collection time and all changes must be requested no later than 5 PM. Modification requests submitted past this cut-off time may be rejected due to an order having already been started.
2.0 PAYMENTS AND DEPOSIT
2.1 Orders with a value not exceeding $500 must be paid in full by no later than 3 PM of the day before the order delivery date/time unless otherwise specified.
2.2 Orders with a value exceeding $500 may require a deposit at the time of submission and must be paid in full by no later than 3 PM two (2) days before the order delivery date/time unless otherwise specified.
2.3 Certain orders may require the use of special equipment, such as insulated boxes, serving and presentation equipment, and may require such equipment to be left in the customer's custody until ready to be picked up by Macchiato's staff. Those orders requiring equipment to be left behind may incur a security deposit which will be released when all equipment is returned undamaged. Loss or damage of any equipment might be charged for the repair or replacement of such equipment.
2.5 A 10% late payment fee may be charged when a payment is more than 7 days overdue.
2.5.1 A further 10% late payment fee per day may be charged when a payment is more than 20 days overdue.
3.0 CANCELLATIONS AND REFUNDS
3.1 An order may be cancelled only in writing (firstname.lastname@example.org).
3.2 A deposit is fully refundable when a client cancellation is received fourteen (14) or more days prior to the delivery date/time.
A deposit is only partially refundable when a client cancellation occurs between seven (7) and fourteen (14) days from the delivery time/date and is calculated on the offset of any expenses already sustained for the preparation of the order.
A deposit is non-refundable when a client cancellation occurs between 7 and 2 days from the delivery date.
3.3 If a client cancellation occurs after the invoice due-date, the invoice is payable in full and is considered non-refundable. We strongly encourage our customers to verify all information and inform us as soon as possible when a cancellation is needed. If no resources have been allocated when a cancellation occurs, Macchiato is happy to consider reimbursing a payment or voiding an invoice.
3.4 In case of calamity, natural disaster, riots, Force Majeur or other events outside of Macchiato’s control, a refund may not be issued.
4.0 DIETARY REQUIREMENTS AND ALLERGIES
4.1 We accommodate and cater for most dietary requirements; however, we care about our customers' well being and want to stress the fact that despite our greatest care in handling foods and beverages, the environment in which our foods are manipulated, cooked and packaged for consumption may contain traces of allergens and eventuate in cross-contamination (particular attention to nut and gluten allergies).
4.2 People with severe food allergies and intolerance are strongly recommended to seek our staff's advice and eliminate all risks of exposure to allergens.
4.3 Macchiato's kitchen and bar staff handles:
* Wheat, Oats, Barley and other grains containing gluten.
* Milk and dairy products.
* Seafood and shellfish.
* Garlic and onion.
4.4 Culture or religion-related requirements follow the same allergen guidelines. Our meat suppliers are halal and kosher certified; however, our kitchen manipulates, cooks and prepares pork, alcohol, beef, etc. Please inform us if you are in need of special care and attention for orders that need to be processed for halal/kosher customers.
5.0 A FEW OTHER THINGS TO KNOW
5.1. At Macchiato we care about the quality and freshness of our produces. With daily deliveries of vegetables and meats, should we not be able to prepare any food or drink items you have requested due to the unavailability of these resources on our suppliers' end, Macchiato reserves the right to slightly change your order to give you the best possible product. Of course, we will inform you of such changes and seek your agreement.
5.2 At Macchiato, we care about the environment and the planet we live on, and for this, we are committed to using as little plastic as possible, and to providing as much of our disposable supplies as possible in the form of recyclable, biodegradable or eco-sustainable materials. These materials have a higher cost than plastic does, and for this, the charge of disposables may seem higher than usual. We have noticed that only a few of our customers require disposables, which is the reason why we have kept those out of our pricing and left them as add-on's.
5.3 Despite our best efforts in transporting your order from Macchiato to your place of delivery in the quickest possible time to reduce temperature variations in our drinks and food, we ask our customers to bear in mind that any distance between the pan and the table will affect the food freshness in some measure. We, of course, will do our best to minimise this and deliver your order to be of the highest possible quality.
Macchiato Woodfire Pizza and Coffee Roaster
02 9286 3700 || 0452 606 462