Terms & Conditions

Bookings & Quotes

Book at least 4 weeks ahead to avoid disappointment.

We may accept orders up to 5 business days before delivery if available.

Allow 48 hours for a reply. For urgent queries, please call us.

Use the Contact Us page and include:

Name, Phone & Email

Date & Time for Pickup/Delivery

Location

Order List (see Menu)

Any extra details

Important:

Booking is confirmed only after 50% deposit or full payment within 24 hours of invoice.

Late payment may result in cancellation, especially during busy periods.

Bookings are first come, first served. If we’re fully booked, we may cancel and refund your payment.

Menu & Prices

Menu items and prices are subject to change without prior notice.

All prices exclude GST; GST will be added to your invoice.

For the most up-to-date menu and pricing, please contact our team directly.

Public Holidays

Book at least 1 month in advance for public holiday events.

A 10% surcharge applies to all orders during public holidays.

Payment

Full payment is preferred; alternatively, a 50% deposit within 24 hours of invoice is required.

Remaining balance must be settled on or before delivery.

Accepted payment methods:

Bank Transfer (include invoice number in reference)
Online Payment (1.7% surcharge applies)
Cash on Pickup or Delivery

Failure to pay on time may result in cancellation.

Dietary & Allergens

We strive to accommodate dietary requirements; however:

Cross-contamination may occur during preparation.
We cannot guarantee allergen-free meals.
If you have severe allergies, please inform us so we can provide guidance.

Equipment Rental

A security bond is required for 24-hour hire and will be refunded upon safe return of equipment in clean, undamaged condition.
Delivery and pickup services are available; fees apply.
Missing, dirty, or damaged items will incur additional charges.

Tray Sizes

We offer three tray sizes:

Medium – Party trays only
Size: 29 × 19.5 × 5 cm
Holds about 2.5 liters
Large
Size: 29.6 × 23.6 × 5 cm
Holds about 3.1 liters
Extra Large
Size: 45.9 × 33.9 × 6.8 cm
Holds about 6.7 liters

Good to know:

Trays come in foil but can fit in stainless steel trays for chafing dishes.
Each chafing dish can hold 1 Extra Large tray or 2 Large trays.
Two Large trays can be combined into one Extra Large tray.

On-Site Catering

Standard service includes buffet setup only.
Staff remain onsite only upon request (additional charges apply; minimum 200 guests required).
Setup requires water, power, and venue approval for chafing fuel.
Allow 30+ minutes for setup.
Optional pack-down and cleanup service available (extra fee).

Pickup & Delivery

Pickup: By appointment at 13 Barrie Rd, Tullamarine (Wed–Sun, 10am–4pm).

Delivery: Minimum spend by zone:

Zone 1 (1–5 km): $100

Zone 2 (5–15 km): $200

Zone 3 (15–25 km): $300

Zone 4 (25–40 km): $400

Zone 5 (40–50 km): $600

Zone 6 (50+ km): $1000

Delivery fees + tolls apply.

Provide clear delivery instructions to avoid delays.

Food Safety Guidelines

All food is prepared fresh on the day of your event.
For best quality, consume within 2 hours.
Keep food away from direct sunlight and outdoor areas.
Do not leave food unrefrigerated outside less than 2 hours.
For deliveries over 25 km or with travel times exceeding 30 minutes. Serve the food as soon as possible upon arrival to maintain quality and safety.
If immediate consumption is not possible, refrigerate promptly or reheat before serving.
Keep food hot at 60°C or above by using food warmers and consume the food not more than 4 hours..

For detailed safety standards:

https://www.foodstandards.gov.au/sites/default/files/2023-10/2hour4hour_Final.pdf

Order Changes & Cancellations

Cancellations must be made at least 4 weeks prior to the event for a refund.
Changes should be requested 5 business days before the booking date.
Orders cannot be reduced after payment; additions may be accepted if stock and time permit.
If an item becomes unavailable, we will offer a suitable substitute or issue a refund.

Reporting Issues

Inspect your order upon delivery.
If there’s a problem, contact us immediately.
Complaints can only be accepted on the day of your event. We are unable to address concerns after the event or the following day.

📞 After Hours: 0450 161 300

📧 Email: info@kusineros.com.au