Refund Policy

Pronto Catering – Refund Policy

1. Overview

Pronto Catering (“we”, “us”, “our”) aims to provide high-quality catering and exceptional service. This Refund Policy explains when refunds, credits, or adjustments may apply for catering orders. By placing an order with us, you agree to the terms outlined below.

2. Cancellations & Refund Eligibility

2.1 Cancellations Made More Than 48 Hours Before Delivery

• Eligible for a full refund or full credit toward a future order.
• Refunds are processed to the original payment method.

2.2 Cancellations Made 24–48 Hours Before Delivery

• May incur a 50% cancellation fee.
• The remaining 50% may be refunded or credited.

2.3 Cancellations Made Less Than 24 Hours Before Delivery

• Not eligible for a refund.
• This is because food, labour, and preparation costs have already been incurred.

3. Order Errors or Issues

3.1 Incorrect Items or Missing Items

If we make an error with your order, we will:

• Replace the missing or incorrect items as quickly as possible, or
• Provide a partial refund or credit equal to the value of the affected items.

3.2 Quality Concerns

• Please contact us within 2 hours of delivery.
• We may request photos or details to assess the issue.
• If confirmed, we may offer a replacement, partial refund, or credit.

4. Delivery Issues

4.1 Late Delivery

• If we are significantly delayed due to our own error, a partial refund or delivery fee waiver may be offered.
• Delays caused by traffic, weather, or access restrictions may not qualify.

4.2 Failed Delivery

Refunds are not available if delivery fails due to:

• Incorrect or incomplete address provided
• No access to the building or venue
• No one available to receive the order
• Unsafe or restricted delivery conditions

In these cases, the order will be charged in full.

5. Non-Refundable Items

• Special-order items or custom menus
• Orders prepared according to incorrect information provided by the client
• Food not consumed within safe timeframes (2 hours after delivery)
• Change-of-mind cancellations within 24 hours of delivery

6. Refund Processing

• Approved refunds are processed within 5–10 business days.
• Refunds are issued to the original payment method.
• Credits may be applied to future orders and are valid for 6 months unless otherwise stated.

7. How to Request a Refund

To request a refund, credit, or order review, please contact:

Pronto Catering Perth
Email: accounts@prontos.com.au
Phone: 08 9387 1677
Website: www.prontos.com.au
Address: 36 Grantham St, Wembley WA 6014