Customer Terms & Conditions

Effective Date: 16 July 2025 – Website: www.getfood.com.au

Operator: GetFood

Welcome to GetFood.com.au (“we”, “us”, or “our”). These Terms and Conditions govern your use of our website, mobile applications, and related services (collectively, the “Platform”). By accessing or using our Platform, you agree to comply with and be bound by these Terms. Please read them carefully before using our services. If you do not agree with any part of these Terms, you must not use our Platform.

1. Acceptance of Terms

By using www.getfood.com.au (“Website”), our mobile applications, or related services (collectively, the “Platform”), you agree to these Terms and Conditions (“Terms”). If you do not accept these Terms, you must not use the Platform.

2. Platform Overview

GetFood.com.au is an online ordering platform that connects you with independent restaurants and food outlets (“Merchants”) for the purpose of ordering food and beverages for delivery or pickup. GetFood facilitates the ordering transaction between you and the Merchant. GetFood does not prepare, handle, or deliver food. Delivery, where offered, is arranged and carried out entirely by the Merchant using their own staff or contractors; GetFood has no role in delivery logistics, dispatch, or fulfilment.

3. Customer Accounts

Creating an account is optional. You may place orders as a guest, or create an account to save your details, view order history, and reorder more easily. If you create an account, you agree to provide accurate and up-to-date information. You are responsible for maintaining the confidentiality of your account credentials and for any activity on your account.

4. Placing Orders

When you place an order via the Platform:

  • You are making an offer to purchase the selected items from the Merchant.
  • The Merchant has the right to accept or reject your order.
  • Orders are subject to availability, pricing, and the Merchant’s operational capacity.
  • You may choose delivery or pickup at checkout, where the Merchant offers both.

Cancellations: Once placed, an order generally cannot be cancelled through the Platform for the first 15 minutes. If you need to cancel sooner than that, contact the Merchant directly, cancellation within this window is at the Merchant’s discretion. If the Merchant has not accepted or rejected your order after 15 minutes, you will be emailed with the option to cancel it yourself and release your payment hold. If neither you nor the Merchant has acted after 60 minutes, GetFood will automatically cancel the order and release the hold. In both cases you will not be charged.

5. Prices and Payment

Prices displayed include GST (if applicable) and are set by the Merchant. A delivery fee may apply where the Merchant offers delivery; this fee is set by the Merchant and shown clearly at checkout before you confirm your order. GetFood does not charge customers any service fee, platform fee, or commission — the amount shown at checkout (food subtotal plus any Merchant delivery fee) is the total amount charged.

All payments are processed securely via Stripe. By completing checkout, you authorise the charge of the total amount to your selected payment method, which is paid directly to the Merchant’s own connected account. GetFood does not collect or hold your payment for the order at any point.

6. Delivery and Pickup

Where a Merchant offers delivery, delivery is carried out by that Merchant’s own staff or contractors, not by GetFood. Estimated delivery or pickup times are provided for your convenience but are not guaranteed. Delays may occur due to factors outside anyone’s control (e.g. traffic, kitchen demand, weather).

Risk of loss or damage to food transfers to you upon delivery or collection.

7. Refunds and Issues

If there is a problem with your order, missing or incorrect items, a delivery issue, or food that was unsafe, damaged, or not as described, contact the Merchant directly. As payments go straight to the Merchant’s own account, the Merchant is responsible for resolving order issues and providing any refund, not GetFood.

Merchant contact details are shown on your order confirmation and on your order tracking page.

If a Merchant does not respond or does not resolve a genuine issue within a reasonable time, you have options outside the Platform, including requesting a chargeback through your bank or card provider, or contacting your state or territory’s consumer affairs body. GetFood is not a party to these processes.

GetFood does not manage individual refunds and does not act as an intermediary in disputes between you and a Merchant. You may still notify us at support@getfood.com.au if a Merchant appears unresponsive or is not resolving genuine complaints, this helps us monitor Merchant conduct on the Platform, a Merchant who repeatedly fails to resolve genuine complaints may have their account suspended, but notifying us does not mean GetFood will follow up with the Merchant on your behalf or issue a refund.

Nothing in this section limits your rights under Australian Consumer Law, which continue to apply regardless of this policy.

8. Your Responsibilities

By using the Platform, you agree to:

  • Use the Platform only for lawful purposes
  • Not misuse or interfere with our systems or security
  • Not abuse, harass, or defraud GetFood staff or Merchants

We reserve the right to suspend or terminate your access for any misuse or breach of these Terms.

GetFood may, at its discretion, restrict or decline a customer’s ability to place orders on the Platform where GetFood identifies a pattern reasonably suggesting fraudulent or abusive activity. Such decisions are made by GetFood and are not a reflection on, or the responsibility of, any individual Merchant. GetFood is not liable for any loss or inconvenience arising from such a restriction, including where it is later found to be made in error.

9. Privacy

Your personal information is handled in accordance with our Privacy Policy. By using the Platform, you consent to the collection and use of your data for the purposes of order facilitation, customer service, and marketing communications (if opted in).

10. Merchants

Each Merchant is solely responsible for the preparation, quality, and safety of their food, their own delivery arrangements (where offered), and compliance with applicable health, safety, and food handling regulations. GetFood does not prepare food, does not manage delivery, and is not liable for any claims arising from food preparation, food safety, or delivery performed by a Merchant’s own staff or contractors.

11. Menu Information and Allergen/Dietary Tags 

Menu descriptions, ingredients, and allergen or dietary tags (such as vegetarian, vegan, gluten-free, or allergen warnings) are provided by the Merchant and are not independently verified by GetFood. If you have a food allergy, intolerance, or other dietary requirement, particularly one that could result in serious harm, you should confirm directly with the Merchant before ordering rather than relying solely on tags or descriptions shown on the Platform. GetFood is not liable for any illness, allergic reaction, or harm arising from inaccurate menu, ingredient, or allergen information provided by a Merchant.

12. Intellectual Property

All content, trademarks, and technology on the Platform are owned or licensed by GetFood. You may not reproduce, distribute, or exploit any part of the Platform without our written consent.

13. Disclaimers and Liability

To the extent permitted by law:

  • GetFood disclaims all warranties regarding the accuracy, reliability, or availability of the Platform.
  • GetFood is not liable for any direct, indirect, or consequential loss arising from your use of the Platform, including loss arising from a software error, bug, or other technical fault, except where such loss arises from GetFood’s own negligence in operating the Platform itself.
  • Our liability under any consumer guarantee that cannot lawfully be excluded is limited, to the extent the law allows, to resupply of the services or refund of the amount paid.

Nothing in this clause limits any guarantee, right, or remedy you have under the Competition and Consumer Act 2010 (Cth) that cannot lawfully be excluded, restricted, or modified.

14. Changes to Terms

We may amend these Terms at any time. Updated Terms will be posted on our Website and effective immediately. Continued use of the Platform after updates constitutes your acceptance of the revised Terms.

15. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia. Any disputes will be resolved in the courts of Victoria.

16. Contact Details

GetFood.com.au Email: support@getfood.com.au

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