Terms of Service
These terms and conditions ("Terms and Conditions") govern the use of realfoodmeals.com.au ("Site"). This Site is owned and operated by Real Food Meals Pty Ltd. This Site is an ecommerce website.
By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.
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Intellectual Property
All content published and made available on our Site is the property of Real Food Meals. This includes, but is not limited to, images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.
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Accounts
When you create an account on our Site, you agree to the following:
1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and
2. All personal information you provide to us through your account is up to date,accurate, and truthful and that you will update your personal information if it changes.
We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.
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Orders
Orders can be placed through our website, Realfoodmeals.com.au
To ensure delivery on the following Tuesday based on your postcode, orders must be placed by 8 pm on Friday.
Orders placed after the deadline won't be processed.
There is a minimum order of $70.
Customers are responsible for providing accurate and complete delivery information, including the recipient's name, address, and contact number.
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Customers may cancel or modify an order up to 24 hours before the scheduled delivery time. Any cancellations or modifications after this deadline may incur a fee. Our company reserves the right to refuse service to customers who violate our order policy or terms and conditions. We also retain the authority to decline an order for various reasons, such as if the order details are incomplete, the product is unavailable, or there is an error in the price. By placing an order with our company, you agree to abide by our orders policy and terms and conditions.
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Payments & Price policy
Payment for orders placed through our website must be made in full at the time of placing the order.
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We accept payment by credit card, debit card, or other approved payment methods. Cash payments are not accepted for online orders.
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All prices are displayed in the local currency. We reserve the right to charge an administration fee equivalent to any transaction fee imposed by the payment processor for each transaction.
In the event that payment is not successfully processed, the order will not be fulfilled.
We reserve the right to refuse or cancel an order if fraudulent activity is suspected.
Refunds will be provided in accordance with our Refund Policy.
By placing an order, you agree to abide by our Payment Policy.
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This Payment Policy is subject to change without prior notice.
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Rewards Program
Real Food Meals Pty Ltd. operates this Reward Program. By participating in the program, you agree to the terms and Conditions.
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Eligibility
Must have a valid email address and create an account;
Limited to one account per person;
The Program is available only in Sydney, New South Wales.
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Earning Points
Members earn 1 point for every $1 spent;
Sign-up Bonus: 50 points awarded upon creating an account;
Referral Program: Existing members earn 100 points when a referred friend makes their first purchase. Referral points are awarded only after the friend's first order is completed.
Points are awarded only on eligible purchases.
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Reward Levels
Members can achieve different reward levels based on points accumulated:
Bronze Level: 250 points = $5 off the lowest priced item in the cart
Silver Level: 500 points = $10 off the lowest priced item in the cart
Gold Level: 750 points = $15 off the lowest priced item in the cart
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Redeeming Points Rules
Points may be redeemed once a minimum level threshold is reached (250 points);
Points have no cash value;
Points can not be transferred or sold;
Only one reward level can be redeemed per purchase.
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Expiration
Points expire three (3) months after being earned;
Expired points cannot be reinstated;
Members will be notified before points expire;
It is the member's responsibility to track and use points before expiration.
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Program Changes
We reserve the rights to:
Modify or terminate the Program;
Change point values and reward levels;
Adjust redemption requirements.
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Privacy
Members' information will be handled according to our Privacy Policy.
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Limitations of Liability
The Program offered "as is";
No warranty of any kind;
Not responsible for technical errors affecting points;
Not liable for lost, stolen, or unauthorised use of points;
Not responsible for failed referral tracking.
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Delivery policy
We strive to deliver your orders in a timely manner, and you will receive an approximate time on the delivery day. Actual delivery times may vary depending on factors such as order volume, traffic conditions, and weather.
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Our delivery service covers a specific geographic area, which will be clearly outlined on our website. Delivery outside of this area may not be available or may incur additional charges.
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Delivery fees will be clearly stated at the time of placing your order. These charges may vary based on the delivery location and order size.
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Our delivery team will use the most efficient and reliable method to ensure your order arrives fresh and in good condition. All orders will be packaged securely to prevent spillage or damage during transit.
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If you need to make any changes to your delivery address or timing after placing your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but changes may not always be possible.
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You will receive a phone message giving you an estimated delivery time on the day before the delivery and a confirmation message once the order has been successfully delivered.
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Upon delivery, please ensure that you are available to receive your order. If you are unable to receive the delivery in person, you may designate a representative to accept the order on your behalf. It is your responsibility to check the order for accuracy and report any discrepancies immediately. Please remember to provide specific delivery instructions such as building access, safety and preferred locations for order placement.
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If you have any questions or concerns regarding your delivery, please contact our customer service team for assistance. We are committed to providing a smooth and satisfactory delivery experience for all our customers.
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Refund Policy
Refunds may be considered in cases where there is a mistake made by our kitchen or delivery team, such as delivering the wrong order, missing items, or food quality issues. Refunds will not be provided for reasons such as change of mind, ordering the wrong items, dissatisfaction with taste preferences, loss or theft.
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To request a refund, please contact our customer service team within the same day of receiving your order. You may be asked to provide photos or other evidence to support your refund claim. Refund requests made after this timeframe may not be eligible for consideration.
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Once your refund request is received, we need 7 days to process it. If approved, we will process the refund to the original payment method used for the order. Refunds may take 10 days to reflect in your account.
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The refund amount will be based on the value of the affected items in your order. Delivery fees and other charges may not be eligible for a refund unless they were the result of an error on our part.
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If you disagree with the outcome of your refund request, you may escalate the matter to our customer service manager for further review. We will strive to resolve any disputes in a fair and timely manner.
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This refund policy is subject to change at any time without prior notice. Any updates or amendments to the policy will be communicated to customers through our website or other official channels.
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If you have any questions or concerns regarding our refund policy or wish to request a refund, please contact our customer service team for assistance. We are committed to providing a satisfactory resolution to any refund issues that may arise.
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Links to Other Websites
Our Site contains links to third-party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third-party website or service linked to our Site. It is your responsibility to read the terms and conditions and privacy policies of these third-party websites before using these sites.
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Limitation of Liability
Real Food Meals and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses, including legal fees, from your use of the Site.
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Indemnity
Except where prohibited by law, by using this Site, you indemnify and hold harmless Real Food Meals and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses, including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.
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Applicable Law
These Terms and Conditions are governed by the laws of the State of New South Wales.
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Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal, and the rest of these Terms and Conditions will still be considered valid.
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Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.
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Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:
contact@realfoodmeals.com.au
1300 063 257
You can also contact us through the feedback form available on our Site.
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Effective Date: 11 days of March, 2024