Refund Policy

At Red Rooster, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that sometimes things do not go as planned, and we want to make sure any issues are resolved fairly and promptly. This Refund Policy outlines your rights and our obligations when it comes to refunds, exchanges, cancellations, and dispute resolution in accordance with the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Please read this policy carefully before placing an order through our website at reds-rooster.com or via any other channel. By placing an order with Red Rooster, you agree to the terms outlined in this policy.

1. Our Commitment Under Australian Consumer Law

As a food business operating in Australia, Red Rooster is bound by the Australian Consumer Law (ACL), which provides consumers with statutory guarantees. These guarantees cannot be excluded, restricted, or modified by any agreement. Under the ACL, you are entitled to a remedy if:

• A product or service does not meet acceptable quality standards;
• A product or service does not match its description or advertisement;
• A product or service is not fit for its intended purpose; or
• A product causes harm or loss due to a failure on our part.

Nothing in this policy is intended to limit or exclude any rights you have under the ACL or any other applicable Australian legislation.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong meal, wrong size, missing items).
• Food Quality Issues: The food received was not of acceptable quality — for example, it was undercooked, spoiled, contaminated, or otherwise unsafe to consume.
• Allergen Concerns: Your order contained an allergen or ingredient that you specifically requested be excluded, posing a potential health risk.
• Damaged or Tampered Packaging: The food was delivered with visibly damaged, open, or tampered packaging that compromised the integrity of the product.
• Order Not Received: Your order was never delivered or collected despite confirmation of payment and order placement.
• Significant Delay: Your order experienced an unreasonable and significant delay that rendered the food unfit for consumption (e.g., severely late delivery causing food to be cold or spoiled).
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

We reserve the right to assess each refund request on a case-by-case basis and may request supporting evidence (such as photographs) to process your claim efficiently.

3. Timeframes for Refund Requests

To ensure we can properly investigate your concern, we ask that refund requests be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for processing, except where required by the ACL or other applicable law.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund, unless otherwise required under Australian Consumer Law:

• Change of Mind: You changed your mind after placing or receiving your order (e.g., you no longer wanted the food, you ordered the wrong item by mistake, or you found a cheaper alternative elsewhere).
• Consumed Orders: The food has been largely or fully consumed before a complaint is raised without a legitimate quality or safety concern.
• Incorrect Address Provided: The order was not received because you provided an incorrect or incomplete delivery address.
• Promotional or Complimentary Items: Items provided free of charge or as part of a promotion are not eligible for a refund.
• Minor Variations: Small, inconsequential variations in food presentation, portion size, or appearance that do not affect quality, taste, or safety.
• Third-Party Delivery Errors: Where a third-party delivery platform (e.g., Uber Eats, DoorDash, Menulog) is responsible for the delivery issue, the refund policy of that platform will also apply, and we may direct you to that platform for resolution.

5. How to Request a Refund — Step-by-Step

Submitting a refund request is simple. Please follow the steps below to ensure your claim is processed as quickly as possible:

1. Step 1 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at reds-rooster.com to find the appropriate contact form or support channel.
2. Step 2 — Provide Your Order Details: Include your order number, the date and time of your order, and the location or platform through which you placed the order (e.g., in-store, online via our website, or via a third-party delivery app).
3. Step 3 — Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — for example, identify which item was incorrect, describe the quality issue, or explain why the food was not delivered.
4. Step 4 — Attach Supporting Evidence (if applicable): Where possible, attach photographs of the food, packaging, or receipt to support your claim. This helps us assess your request more efficiently.
5. Step 5 — Wait for Our Response: Our team will acknowledge your request within 2 business days and aim to provide a resolution within 5 to 7 business days, depending on the complexity of the issue.
6. Step 6 — Resolution: We will communicate our decision via email. If a refund is approved, we will confirm the amount and the method by which it will be returned to you.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider may require additional time to reflect the credit in your account. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following circumstances:

• Only some items in your order were incorrect, missing, or of unacceptable quality;
• The order was received but was partially consumed before the issue was identified;
• A delivery delay affected only part of your order (e.g., some items arrived cold while others were acceptable);
• A discount, promotional code, or voucher was applied to your order, and the refund reflects only the amount you actually paid for the affected items.

The amount of a partial refund will be calculated based on the value of the affected items or the extent of the service failure, taking into account any discounts or promotions that applied to your order.

8. Exchange Policy

Where possible and appropriate, we prefer to resolve issues by offering a replacement or exchange rather than a monetary refund. Exchanges are available in the following circumstances:

• You received the wrong item and would prefer the correct item to be prepared and provided;
• A food quality issue is identified at the time of collection or delivery and a replacement can be prepared promptly;
• An in-store purchase involved a product that did not meet quality expectations and a fresh replacement is immediately available.

To request an exchange, please contact the relevant store location or reach out to our customer support team. Exchanges are subject to availability and may not always be possible depending on your location, time of day, or order channel. If an exchange is not feasible, a refund will be offered instead.

9. Cancellation Policy

Given the perishable and time-sensitive nature of food products, our ability to accept cancellations is limited. Please review the following cancellation terms carefully:

9.1 Online Orders

If you placed an order through our website (reds-rooster.com), you may request a cancellation within 5 minutes of placing the order, provided that the order has not yet been confirmed and preparation has not commenced. To cancel, contact us immediately at [email protected].

9.2 In-Store Orders

Cancellations for in-store orders are generally not accepted once the order has been confirmed and preparation has begun, due to the nature of fresh food preparation. If you wish to cancel before preparation starts, please speak directly with the store team member at the point of service.

9.3 Third-Party Platform Orders

If you placed your order through a third-party delivery platform (e.g., Uber Eats, DoorDash, Menulog), cancellation terms are governed by that platform's policy. We encourage you to review the relevant platform's cancellation policy before placing your order.

9.4 Approved Cancellations

If a cancellation is approved, a full refund will be issued to your original payment method within the applicable timeframe outlined in Section 6 of this policy.

10. Dispute Resolution Process

We are committed to resolving all refund and service complaints in a fair, transparent, and timely manner. If you are dissatisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Internal Escalation: Contact our customer support team again at [email protected] and request that your matter be reviewed by a senior member of our team. Please reference your original complaint reference number or email correspondence.
2. Formal Written Complaint: Submit a formal written complaint via email outlining your concerns, the steps already taken, and your desired resolution. We will respond to formal complaints within 10 business days.
3. External Dispute Resolution — ACCC: If you remain unsatisfied after engaging with our internal process, you may contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or call 1300 302 502. The ACCC provides information and guidance on consumer rights under Australian law.
4. State and Territory Consumer Agencies: You may also contact the relevant consumer protection agency in your state or territory, such as:
   • NSW: Fair Trading NSW — www.fairtrading.nsw.gov.au
   • VIC: Consumer Affairs Victoria — www.consumer.vic.gov.au
   • QLD: Office of Fair Trading Queensland — www.qld.gov.au/law/fair-trading
   • WA: Consumer Protection WA — www.commerce.wa.gov.au
   • SA: Consumer and Business Services SA — www.cbs.sa.gov.au

11. Food Safety and Health Concerns

If you believe that food received from Red Rooster caused illness, an allergic reaction, or another health concern, please take the following steps immediately:

• Seek medical attention if required;
• Preserve any remaining food in its original packaging if possible (do not discard);
• Contact us immediately at [email protected] with details of your order and your health concern;
• You may also report food safety concerns to your local state or territory food authority, such as Food Standards Australia New Zealand (FSANZ) at www.foodstandards.gov.au.

We take all food safety matters extremely seriously and will investigate any such reports promptly and thoroughly.

12. Changes to This Policy

Red Rooster reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website at reds-rooster.com with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

Our customer support team is available during standard business hours. We aim to respond to all enquiries within 2 business days.