Good Grazd Terms and Conditions

1. Introduction

These Terms and Conditions (Terms) apply to goods and services supplied by Good Grazd (ABN 30 598 522 098) (Good Grazd, we, us or our), including food and catering orders, grazing tables, gift cards, hire items, retail products, and made-to-order or personalised products.

By placing an order, accepting a quote or paying an invoice, the customer (you or your) agrees to these Terms.

If a written quote, order confirmation or product listing contains terms specific to an order, those terms form part of the agreement. If there is an inconsistency, the more specific written term applies to that order. A verbal change is not binding unless confirmed by us in writing.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law (ACL).

2. Bookings, orders and payment

Unless we agree otherwise in writing, full payment is required to confirm an order or booking. An enquiry, draft quote or unpaid invoice does not reserve a date, product or production slot.

Payments placed through our website are processed using the payment methods made available through Shopify. Approved corporate accounts may be invoiced through Xero on the payment terms stated on the invoice, including 30-day terms where approved in writing.

If payment is overdue, we may suspend production or performance and, after giving reasonable notice, cancel the affected order. Any cancellation fee or amount retained will be limited to the extent permitted by law and will reflect reasonable loss or costs arising from the cancellation.

You must check the order confirmation and promptly tell us about any error.

3. Quotes

Unless a quote states otherwise, it is valid for seven days from its issue date. A quote does not reserve stock, a booking date or a production slot until it is accepted and the required payment has been received.

We may withdraw or revise an unaccepted quote if availability, costs or the requested scope changes.

4. Customer cancellations — food, catering and events

Cancellations must be made in writing.

For standard food and catering orders, at least 48 hours' notice is required. For grazing tables, at least seven days' notice is required.

If sufficient notice is given, we will ordinarily issue a Good Grazd credit rather than a cash refund for a change-of-mind cancellation. Any conditions or expiry applying to the credit will be disclosed when it is issued and will comply with applicable law.

If an order is cancelled after the applicable cancellation deadline, we may retain or charge an amount that reasonably reflects work already performed and costs or losses that we cannot reasonably recover, including ingredients, labour, supplier commitments and a production slot that cannot reasonably be rebooked. We will not impose a cancellation charge that is unlawful or disproportionate to our reasonable loss.

If only part of an order is cancelled, any credit or refund will be calculated after deducting reasonable and unrecoverable costs attributable to that part.

This section does not limit your rights where goods or services fail to comply with a consumer guarantee or where you otherwise have a right to cancel under law.

Made-to-order and personalised non-food products are dealt with in section 17.

5. Changes and postponements

Requests to change an order, booking date, delivery details, product specification or guest numbers must be made in writing. Changes are subject to availability and may affect the price and completion or delivery date.

We will tell you about any material additional charge before accepting a requested change. A change is confirmed only when we accept it in writing and any required additional payment has been made.

A postponement requested within the applicable cancellation period may be treated as a cancellation if we have already incurred costs or cannot reasonably accommodate the new date. Any amount retained or charged will be limited to reasonable loss and costs to the extent permitted by law.

6. Cancellation or inability to supply by Good Grazd

If we cannot supply a confirmed order or service, we will contact you as soon as reasonably practicable and offer an appropriate remedy, which may include a comparable replacement, rescheduling, credit or refund.

Events outside our reasonable control may include severe weather, natural disaster, fire, flood, epidemic, government restriction, transport disruption, venue closure, power outage, serious illness, supplier failure or shortage that could not reasonably have been avoided.

Where an event outside our reasonable control prevents performance, we may deduct reasonable costs already incurred only where permitted by law. We will not retain amounts that we are legally required to refund. Your rights under the ACL continue to apply.

7. Prices and additional charges

Prices may change before an order is confirmed. After confirmation, we will not increase the price unless:

• you request a change;
• information you supplied was incomplete or incorrect;
• an unforeseen venue, access, delivery or third-party charge arises that could not reasonably have been identified beforehand; or
• we agree to the change with you in writing.

We will explain any material additional charge and, where practicable, give you the option not to proceed with the affected change or component.

All prices are in Australian dollars and include GST where applicable, unless clearly stated otherwise.

8. Product, produce and material availability

Food is individually prepared and presentation may reasonably vary. Seasonal produce, flowers, packaging, decorative elements and other inputs may be substituted where reasonably necessary with an item of comparable quality and value.

For non-food products, components, finishes or materials may be substituted only where the substitute is materially comparable and does not alter an agreed essential feature or disclosed purpose.

If a proposed substitution would materially change an item's nature, appearance, value, dietary suitability or agreed purpose, we will try to contact you before proceeding. If a materially comparable substitute is not available, we will offer an appropriate alternative, credit or refund for the affected item.

9. Allergies and dietary requirements

You must give us complete and accurate written notice of allergies and dietary requirements before the order deadline and check that they appear correctly on the order confirmation.

Our products may contain or come into contact with allergens, including gluten, wheat, milk, egg, peanuts, tree nuts, sesame, soy, fish, shellfish and lupin. Although we take reasonable care, food is prepared and handled in environments where allergens may be present, so we cannot guarantee an allergen-free product or environment.

Please contact us before ordering for a person with a severe allergy. You are responsible for communicating relevant dietary and allergen information to guests and recipients.

Nothing in this section excludes any responsibility that cannot lawfully be excluded, including our obligation to provide accurate information and take reasonable care.

10. Food safety and storage

Food must be transported, stored, displayed and consumed safely. Unless particular instructions state otherwise, potentially hazardous food should be kept at 5°C or below.

The cumulative time food spends between 5°C and 60°C must be managed in accordance with the two-hour/four-hour rule:

• for less than two hours, it may be used immediately or returned to refrigeration;
• for between two and four hours, it must be used immediately and not returned to refrigeration; and
• after four hours, it must be discarded.

Time outside temperature control is cumulative and includes preparation, transport, delivery and display time.

After delivery, collection or completion of setup, you are responsible for maintaining safe storage and serving conditions, protecting food from contamination and following any written instructions. We are not responsible for deterioration caused by handling or storage outside our control, except to the extent required by law.

11. Delivery and access — food, catering and events

You must provide accurate delivery details, a working contact number and any relevant information about access, parking, stairs, loading areas, security or venue rules. You must obtain any venue permission required for delivery or setup.

Delivery and setup times are estimates unless we expressly agree in writing that a time is guaranteed. We will take reasonable care to meet the agreed timeframe and will notify you of a material delay where practicable.

If no one is available, we may attempt to contact you. We may leave an order in a location you have authorised only if it is reasonably safe and suitable. We will not leave perishable food where doing so would create an unreasonable food-safety or security risk.

Additional waiting time or redelivery may incur a reasonable charge disclosed to you. Redelivery is subject to availability and may not be possible for perishable products.

Subject to the ACL, responsibility for the order passes to you on delivery, collection or completion of setup, as applicable. This does not make you responsible for a defect, damage or failure caused by us before that time.

12. Collection

Orders must be collected from the confirmed location at the confirmed time. You are responsible for bringing a suitable vehicle and, where necessary, clean insulated containers or refrigeration.

After collection, you are responsible for safe transport, temperature control, handling and storage. We are not responsible for deterioration or damage caused after collection by transport, delay, mishandling or unsuitable storage outside our control, except to the extent required by law.

13. Incorrect, missing, damaged or faulty items

Please inspect an order as soon as reasonably practicable and contact us promptly if an item is incorrect, missing, damaged, unsafe or faulty. Include your order details, a description of the problem and photographs where reasonably possible.

Prompt notice helps us investigate perishable or transit-related issues. A delay in notifying us may affect what evidence is available, but it does not remove any right or remedy you have under the ACL.

Where goods or services do not comply with an applicable consumer guarantee, the remedy will depend on the circumstances and may include correction, replacement, resupply, refund or another remedy required by law. We will not require you to deal only with a manufacturer or third-party supplier where Good Grazd is responsible to you as the seller.

14. Hire equipment and serving items

Unless sold to you, hired platters, stands, boards, utensils, vessels and equipment remain our property.

You must use reasonable care, follow any handling instructions and return hired items by the agreed time in substantially the same condition, allowing for fair wear and tear.

We may require a security bond. We may deduct the reasonable cost of cleaning beyond ordinary use, repair or replacement for loss or damage caused while the item is in your care, excluding fair wear and tear. We will provide an explanation of any deduction. If reasonable costs exceed the bond, we may invoice the balance.

15. Gift cards and credits

Purchased Good Grazd gift cards are valid for four years from the date of issue unless a longer period is stated.

Gift cards:

• may be used for eligible Good Grazd goods or services, subject to availability;
• cannot be redeemed for cash except where required by law;
• cannot be used to purchase another gift card unless we expressly allow it;
• are not refundable for change of mind; and
• should be treated like cash, as we may not be able to replace a lost or stolen code.

Promotional vouchers, donated vouchers and account credits may have different lawful conditions or expiry periods. Those conditions will be disclosed when they are issued. Nothing in this section limits rights or requirements that apply under Australian gift-card laws or the ACL.

16. Non-food and made-to-order products

This section applies to vases, homewares, decorative objects, serving pieces and other non-food goods, including products made, finished or personalised for an individual order.

A product will be identified on its listing or quote if it is made to order, personalised or produced in limited batches. The listing or quote should also state the principal material, approximate dimensions, intended use, relevant care information and any known material limitations.

Some products may be made by an independent maker or supplier. Where you purchase from Good Grazd, we remain responsible for our obligations to you as the seller, including applicable consumer guarantees.

17. Production times, customisation and cancellation

Any stated production or dispatch period is an estimate unless we expressly guarantee a date in writing. The production period begins only after we have received:

• the required payment;
• all information, measurements, wording, colour or finish selections needed from you; and
• your approval of a proof or specification, where approval is required.

We will take reasonable care to complete the product within the stated estimate. A delay by you in supplying information or approval may extend the estimate. If we become aware of a material production delay, we will provide a revised estimate and discuss the available options. Depending on the circumstances and your rights under law, those options may include continuing with the revised estimate, choosing an alternative, cancelling the affected item or receiving a refund.

You must carefully check names, dates, wording, dimensions, colour selections and other custom details before approving them. Once approved, a requested change may be refused if it is no longer feasible and may result in a reasonable additional charge or revised completion date. We remain responsible if the supplied product does not reasonably match the details we accepted.

For a change-of-mind cancellation of a made-to-order or personalised product, we may retain or charge an amount that reasonably reflects work performed and materials or commitments that cannot reasonably be recovered. Production is treated as having commenced when we have begun making or finishing the product, ordered non-returnable materials for it, or prepared an approved personalisation. We will explain the basis of any amount retained.

We do not exclude returns, refunds or other remedies for a made-to-order product that is faulty, unsafe, materially different from its description or approved specification, or otherwise fails to satisfy a consumer guarantee.

18. Handmade characteristics and product descriptions

Handmade and small-batch products may have reasonable variations in colour, tone, pattern, glaze, texture, surface marking, shape and dimensions. Natural materials may also contain inherent variations. Product photographs and samples are a reasonable guide, but screens, lighting and the handmade process may affect how colour and texture appear.

A variation is not treated as a defect merely because it is a normal characteristic of the disclosed material or making process and the product remains materially consistent with its description, sample and agreed purpose.

This section does not excuse a product that is cracked, unstable, unsafe, unusable, materially different from its description or approved specification, or unfit for a purpose you made known and we accepted.

Approximate dimensions and any reasonable handmade tolerance should be stated on the product listing or quote where dimensions are important.

19. Use, care and safety of non-food products

You must follow the care, handling and safety instructions supplied with a product or shown on its listing.

The product listing or instructions will state whether a vase or vessel is watertight, water resistant or decorative only, and whether an item is suitable for direct contact with food, dishwashers, microwaves, heat, candles or outdoor use. Do not assume a decorative vessel is watertight or food safe unless we expressly say it is.

Reasonable wear, staining, fading, damage from impact or thermal shock, and damage caused by use contrary to disclosed instructions are not manufacturing defects. This does not limit your rights in relation to inadequate warnings, unsafe products or a failure to comply with a consumer guarantee.

Keep fragile or heavy objects stable and away from edges, children and pets where appropriate. Stop using an item if it develops damage that may make it unsafe.

20. Delivery, collection and transit damage — non-food products

Dispatch and delivery dates are estimates unless expressly guaranteed in writing. We will take reasonable steps to package fragile products safely and to meet the stated timeframe.

Please inspect a delivered product promptly. If it arrives damaged, retain the item and packaging where safe to do so and contact us with the order details and photographs. Prompt notice helps us make a carrier claim but does not remove your rights under the ACL.

Where we arrange delivery, we remain responsible for our obligations as seller if the product is lost or damaged before delivery. If you independently arrange a courier or collect the product, responsibility passes on handover to you or your carrier, subject always to the ACL and excluding defects or inadequate packaging caused by us.

21. Change of mind and consumer remedies — non-food products

Good Grazd is not required to provide a refund or exchange merely because you changed your mind. Any voluntary change-of-mind policy stated on the relevant product page or agreed in writing will apply in addition to these Terms.

Change-of-mind cancellation of a made-to-order or personalised item is governed by section 17.

Our change-of-mind policy does not affect your rights where a product is faulty, unsafe, materially different from its description or sample, does not do what we said it would do, or is not fit for a purpose you disclosed and we accepted. Available remedies depend on whether the failure is major or minor and on the other circumstances under the ACL.

We may ask for reasonable evidence of the problem and proof of purchase. Return or collection arrangements and reasonable associated costs will be handled as required by law.

22. Website information, photographs and availability

We take reasonable care to keep product descriptions, availability, prices and images accurate. Minor errors may occasionally occur. We may correct an obvious error before accepting an order and will contact you if the correction materially affects an order already submitted.

An order placed through the website is an offer to purchase. It is accepted when we send confirmation that we have accepted it, subject to payment and availability. If we cannot accept the order, we will arrange an appropriate refund of amounts paid.

Website content is general information and is not professional medical, nutritional or event-planning advice.

23. Intellectual property

Unless otherwise stated, the Good Grazd name, branding, website design, written content, menus, product photographs and other original material are owned by or licensed to Good Grazd.

You may view and use the website for personal, non-commercial purchasing purposes. You must not reproduce, adapt, publish, sell or commercially use our content without written permission, except as permitted by law.

If you supply wording, images or other material for personalisation, you confirm that you have permission to use it and that our use of it to fulfil your order will not infringe another person's rights.

24. Promotions and discount codes

Promotional offers and discount codes are subject to any conditions displayed with the offer, including dates, eligible products and minimum spend. Unless the offer states otherwise, promotions cannot be combined, transferred, redeemed for cash or applied retrospectively.

We may refuse or cancel the use of a promotion where there has been an obvious error, fraud or misuse. We will not exercise this right in a way that removes a consumer right or creates an unlawful or unfair outcome.

25. Privacy

We handle personal information in accordance with our Privacy Policy and applicable privacy law. Our Privacy Policy is available on our website at /policies/privacy-policy.

26. Complaints and contact

Questions, complaints or notices under these Terms should be sent using the contact details on our Contact page. Please include your name, order number and enough information for us to understand and investigate the issue.

We will try to resolve concerns promptly and fairly. Nothing in this section prevents you from contacting a relevant consumer-protection agency or exercising a legal right.

27. Governing law

These Terms are governed by the laws applying in the Australian Capital Territory and the Commonwealth of Australia.

Nothing in this section prevents a customer from relying on mandatory rights or bringing a claim in a court or tribunal available under applicable law, including rights available in the place where the customer lives.

28. General

If any provision of these Terms is invalid or unenforceable, it will be read down to the minimum extent necessary or severed, and the remaining provisions will continue to apply.

A failure or delay by either party to enforce a right does not waive that right.

These Terms, together with the accepted quote, order confirmation and any written order-specific terms, record the agreement between the parties for the relevant order.

We may update these Terms from time to time. Updated Terms apply to orders placed after the revised version is published, unless a change is required by law or is separately agreed with you. The Terms applying when an existing order was confirmed continue to govern that order.

Last updated: 10 September 2026