Terms of Use
Social Engine Australia / PAWS FULFILMENT PTY LIMITED
ABN: 74 143 040 331
ORDERING
How to Order
Orders can be placed directly online through socialenginecatering.org.au au or via email: [email protected]
Minimum Notice
A minimum of 2 days notice is required for orders.
For large catering orders and events, a minimum of 1-2 weeks notice is required.
Urgent Orders
If you require an urgent order (less than 24 hours notice), please get in touch with us directly via email. We will provide you with a limited selection of items from our short notice menu – subject to availability.
Order Cut-Off Times
Please note the following cut-off times:
Order for Monday: Cut off is 10am Friday
Order for Tuesday - Friday: Cut off is 10am
Please note, some items have their own cut off times – please refer to the product description for more details.
MINIMUM ORDERS
Our Minimum on all orders is:
Weekdays: $200 +GST
The minimum does not include delivery fees.
Orders under these minimums may not be accepted, subject to availability.
ORDER CONFIRMATION
Once an order has been placed (online or via email), you will receive an initial notification or acknowledgement.
A team member from Social Engine Catering will review and accept your order, notifying you via email.
Your order is only confirmed once you receive notification from our team.
The final invoice will be issued to you after the order is confirmed, unless you are an approved account holder.
ORDER REVIEW
How to Review your Order
Once your order has been confirmed, you will receive an email detailing your order. Alternatively, you can log into your account on socialenginecatering.org.au to see order history or email us at [email protected].
DELIVERY
Standard Delivery Times
We deliver between 9am and 2pm Monday to Friday.
Extended Hours
Deliveries can potentially be arranged outside our standard hours but are strictly subject to availability and may incur additional charges. To discuss these requirements when ordering, please get in touch via email.
Weekday Delivery Zones + Fees
5km - 20km from CBD: $50 flat rate
Orders beyond 30km are subject to custom delivery charges and will be quoted based on location and requirements.
For a list of post codes that we currently deliver to – click here.
If your post code is not listed, please get in touch with us as we likely would deliver to your area.
Food Delivery
Food is delivered in BioPak boxes, ready to serve.
Collection of Serving Ware
Collection of used urns, buckets etc., is usually scheduled for the same day or the next business day. This collection may incur an additional delivery/collection cost, which will be advised if applicable. Please ensure all serving ware is accounted for and ready for collection at the agreed time. Missing or damaged items will be invoiced at replacement cost plus an administration fee.
DIETARY REQUIREMENTS
Allergen Advice
Please be aware that our food may contain or come into contact with common allergens, such as dairy, eggs, wheat, soybeans, tree nuts, peanuts, fish, shellfish. While we take precautions, we cannot guarantee a completely allergen-free environment. Please consider this when requesting special dietary requirements.
Catering for Requirements
Social Engine Catering can accommodate most dietary requirements with sufficient notice.
Notification
All dietary requirements must be provided in writing (via email or in online order notes) prior to your catering event day. Your dietary is not confirmed until Social Engine Catering has acknowledged it can be safely accommodated.
Labelling
All dietary-specific items will be plated/boxed separately and clearly labelled.
MENU + STAFFING
Menu Selections
Our menu is subject to change based on seasonality and availability of produce. If a substitution is necessary, a Social Engine Catering staff member will contact you to provide options and get approval prior to making a change.
Minimum Quantities
A minimum number of guests or quantity of items may apply to certain menus or items. If your anticipated numbers reduce below any stated minimum, Social Engine Catering reserves the right to charge for the minimum requirement.
Number Confirmation
Confirmation of final guest numbers must be received in writing. All numbers confirmed 48 hours prior to the catering event delivery/start time will be regarded as the minimum number for catering and charging purposes. Increases after this time may be accepted subject to availability, but no decreases will be accepted for charging purposes.
Food Safety
All food should be stored safely. If not kept refrigerated below 5°C or heated above 65°C, it should be consumed within 2 hours of delivery. After 2 hours, any remaining food can be refrigerated promptly for later consumption that day. Any food left out for 4 hours or more (cumulative time) cannot be safely refrigerated or reheated and must be disposed of. Social Engine Catering is not liable for the health and safety of customers for food consumed outside these guidelines or after removal from a staffed event.
PAYMENT, DEPOSITS + CANCELLATIONS
Payment Timing
Payment for all orders must be made prior to delivery, unless you are an approved corporate account holder with agreed credit terms. Orders placed on our website require upfront payment via credit card.
Payment Methods
We accept Visa, Mastercard, and EFT (Electronic Funds Transfer).
Deposits
Larger events or orders may require a deposit (50% pre-payment) upon confirmation. Social Engine Catering reserves the right to request deposits as needed.
Cancellation Policy
A minimum cancellation notice of 48 hours prior to your event delivery time is required.
If an order is cancelled less than 36 hours before the scheduled delivery time, cancellation charges will apply (this may be a percentage of the invoice or the full amount, particularly where food production or labour scheduling costs have already been incurred).
Cancellations must be made via email to [email protected].
For Monday orders, cancellation must be received no later than 12 pm on the preceding Friday to avoid charges.
REFUND POLICY
Refund and Credit Policy
If goods or services received are defective, significantly not as described, or deemed unfit for purpose, a full refund or replacement may be provided at Social Engine Catering's discretion. This includes issues like damage caused in-transit. Products cannot be returned or refunded due to change of mind or incorrect choice.
Minor Issues
Where an issue is deemed minor and does not substantially impact the order or service, a Credit may be offered as an alternative to a refund or replacement.
Our Guarantee
We guarantee that our goods:
Are of acceptable quality (safe, durable, free from significant defects, acceptable appearance).
Match the description provided, although presentation may vary slightly.
Store Credit Conditions
Where Store Credits are issued, they are:
Not redeemable or transferable for cash.
Must be used within 1 year of issue.
The entire credit value must generally be used in one transaction unless otherwise agreed.
Not transferable between different customers or companies.
Reporting Issues
To request a Replacement, Refund, or Credit, please email [email protected] within 24 hours of your order delivery time. Use the Subject Title: "Refund/Credit Request - Your Business Name/Order Number". Please provide details of the issue and attach photos if possible.
Cancellation Refunds
If a cancellation is made less than 48 hours prior to the event delivery time, a refund or store credit will generally not be granted due to costs incurred.
GST
All prices listed or quoted are exclusive of GST. GST will be added to the final invoice.
For our full T&C's - please contact us by email.
