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.
  • Once confirmed, orders cannot be modified or cancelled unless the Merchant agrees or an issue arises (e.g. item unavailable, delivery failure).
  • You may choose delivery or pickup at checkout, where the Merchant offers both.

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

We encourage you to contact the Merchant directly, or reach us at support@getfood.com.au, if:

  • Your order was not delivered
  • Items were missing or incorrect
  • The food was unsafe, damaged, or not as described

As payments go directly to the Merchant, refunds are processed by the Merchant through their own payment account. GetFood can assist in facilitating communication between you and the Merchant regarding a reported issue, in accordance with Australian Consumer Law.

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.

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.
  • We are not liable for indirect or consequential loss arising from your use of the Platform.
  • Our liability under non-excludable consumer guarantees is limited to resupply of the services or refund of the amount paid.

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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