The Graze Keepers do not accept the return of any products as they are freshly-prepared and perishable. Should the product received be incorrect, we require to be contacted no more than 2 hours from time of delivery to make appropriate arrangements for replacement or refund. We will require images of the above.
Cancellations
Due to any reason including Covid, our cancellation policy applies to the bookings. If cancellation for the booked event is advised 7 days prior to the event, you are eligible for a 100% credit note of the deposit amount paid for another date (subject to availability). This is credit note is valid for six months from the date of issue. Any events cancelled within 5 days prior to the booked date, will result in deposit being allocated against the stock as produce would have already been bought & ordered and paid from our end. Any balance can be provided as credit note for another date.
Order Changes
We do not offer changes or decrease of food items, once order is placed. You are only offered to let us know change/increase in quantities 14 days prior to the booked event.
Date Reservation
Due to the volume of requests, we are unable to hold dates. In order to reserve the desirable date, a deposit of $200 is required. This is non-refundable should the event does not proceed further due to change of mind or any other reason.
The Graze Keepers products are hand-made and freshly prepared on the day. They are very fragile and therefore need to be 'hand-delivered' on the day of the event and cannot be arranged for pick up.
Delivery Fee, Dates and Times
Preferred delivery times are sought from the clients and delivery window is assigned accordingly. It is clients responsibility to be available to receive the delivery or make necessary related arrangements. All breakfast products are automatically delivered within the breakfast timings between 6am and 11am, or as discussed with the clients.
We aim to deliver within the timings provided however during busier times or if affected by traffic or weather, deliveries may take a bit longer.
Delivery Fee is estimated and quoted on the quote/tax invoice. It is calculated on the amount of distance to be travelled plus amount of food to be handled.
What happens if no one is there to receive my order?
We do not recommend the food products to be left outside a doorstep for example, block of flats or office building. The Graze Keepers is not responsible once our product has left HQ and a delivery has been attempted as they cannot be returned to HQ. We are happy to redeliver on an alternate available date, fully chargeable as a brand new order.
Incorrect Delivery Address
You order is delivered to the exact address provided at purchase. We do not take responsibility for this and will not be able to redeliver or redirect your order to an alternate address on the day of delivery. We are happy to redeliver on the next available day, fully chargeable as a new order.
My Order is a Gift?
·The same Terms and Conditions apply.
Produce
We utilise fresh and seasonal produce readily available, so from time to time there will be changes to the exact produce in our products. We will always substitute for equal products and therefore there may be differences to the images on our website or social media platforms.
Food Handling
When you receive your products, it is the clients responsibility to ensure products or any leftovers are either discarded or refrigerated, if kept outside for more than 2-3 hours. The Graze Keepers will not be held responsible for any adverse reactions to food consumed outside of these timeframes.
Allergies
Due to the amount of foods handled in our kitchens we cannot cater to allergies that cause adverse reactions due to the high risk of cross contamination. We do however often cater for specific dietary preferences such as Vegan, Vegetarian, Gluten Free. Any further dietary requirements should be discussed before placing the order. Although a high level care will be used to cater for this special requirement but The Graze Keepers cannot be held liable for any adverse reactions.
Plates, Cutlery and Napkins
We do not provide or include Biodegradable Plates, Cutlery and Napkins complimentary for any purchases with us. If you would like to include this, please request us to include this, additional cost applies.
We work on many products weekly and often take images and videos. For any order with us, including brand or corporate we often post this on our social platforms (Instagram, Facebook etc.) The Graze Keepers must be notified prior to commencing of any project if any work is not to be included on social platforms.
The best way to contact us is directly via email – thegrazekeepers@gmail.com. We aim to respond to all enquiries within 24 hours. Incase of emergencies, please give us a call. This response time may increase during busy periods e.g Weekends, Christmas, Easter etc.
All payments must be settled before the delivery of the product or an event catering. 50% payment is required at the time of booking to secure the slot/date/time. Balance 50% is due 7 days prior the event.
As a security of our stock used for food styling & set up, 10% refundable bond is required, over the top of total charges of the invoice billed.
After we have examined our stock which is returned in an acceptable conditions, bond shall be refunded after 2 business days. It is also required by the client to report any damages and arrange cleaning of the stock used, for example platters, cake stands etc.
Any damages & loss occurred will be forfeited from the bond provided.
Client to ensure leftover food is cleared at the time of bump out, extra charges apply if our staff is required to clean out
Client to arrange any takeaway boxes if they seek to keep the leftovers, no food supplies shall be provided by us.
Questions? thegrazekeepers@gmail.com
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The Graze Keepers acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today
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