REFUND POLICY
Deposits and Confirmed Orders
Alan's Deli prepares all catering fresh to order, so catering bookings are secured with a deposit and confirmed directly with our team rather than through any online checkout. Once you've confirmed the details of your order with us (the boxes, sizes, date, and collection or delivery), that order is scheduled and ingredients are purchased specifically for you. The remaining balance is payable on or before the agreed collection or delivery date. Because every order is made to order, we're unable to offer refunds for a change of mind once preparation has begun.
Cancellations and Changes
If you need to change or cancel a confirmed catering order, please let us know as early as possible by phone or in person at the counter. Where a cancellation is made with at least 48 hours notice before the scheduled date, any deposit paid may be refunded or held as credit toward a future order at our discretion. For cancellations made with less than 48 hours notice, the deposit may be retained to cover ingredients and preparation already committed. We'll always do our best to accommodate reasonable changes to quantities or timing where our schedule allows.
Quality and Your Consumer Rights
Your satisfaction matters to us. If there's ever a problem with the quality of your order, please contact us promptly, ideally at collection or delivery, or within 24 hours, so we can make it right, whether through a replacement, a partial refund, or another fair resolution. Nothing in this policy limits or excludes the rights and guarantees you have under the Australian Consumer Law, which apply to the food and services we provide. These consumer guarantees operate in addition to this policy and can't be contracted out of.