Terms of Use
Marco Polo Kitchen – Catering Terms & Conditions
At Marco Polo Kitchen, we want your catering experience to be seamless, enjoyable, and stress-free. To help us deliver our best, we kindly ask that you take a moment to familiarise yourself with our catering terms and conditions below.
Our team is available Monday to Friday, 7:00am - 4:00pm (excluding ALL public holidays). All enquiries received outside of these hours will be responded to on the next business day. For all catering enquiries, please reach us at [email protected] - we'd love to hear from you.
Orders and Last-Minute Requests
We kindly request that all catering orders be placed at least 48 hours in advance to ensure we can prepare and deliver everything to our usual high standard.
We understand that last-minute needs arise, and we will always do our best to accommodate. For orders placed with less than 24 hours notice, please contact us directly at [email protected] as early as possible. While we do our best, please note that menu availability cannot be guaranteed for short-notice orders.
Delivery Details
Free delivery applies to all orders over $100 within the Brisbane CBD. Orders outside this area will incur a delivery fee as confirmed on your order.
Standard delivery hours are Monday to Friday, 7:00am to 4:00pm. Deliveries outside of these hours will incur an out-of-hours surcharge of $50 and require a minimum order value of $400 (exclusive of surcharge). The surcharge will be waived for orders exceeding $600.
To ensure your catering is ready when needed, please allow a 30 to 45 minute buffer before your serving time. Cold deliveries may arrive up to 60 minutes before your requested time, while hot food deliveries may arrive up to 20 minutes early. Our delivery window extends 15 minutes beyond the scheduled time to allow for unforeseen delays such as traffic or loading dock access.
To avoid any issues on the day, please ensure your delivery contact is reachable and available. If no one is available to receive the order within 15 minutes of arrival, the full invoice amount will be charged. You’re more than welcomed to provide additional day-of contacts by writing in your order notes or email to us in advance.
Order Details & Confirmation
Prior to submitting your order, please ensure all details have been thoroughly reviewed, including menu selections, quantities, dietary requirements, delivery address, delivery time and date, billing details, and day-of contact information. Marco Polo Kitchen accepts no liability for errors resulting from incorrect details provided at the time of ordering.
All details submitted are considered correct and orders placed through our online ordering system are considered final upon submission. If you do not receive a confirmation email, or if any details require amendment, please contact us immediately at [email protected]. Any discrepancies not raised at least 24 hours prior to your scheduled delivery will result in the full invoiced amount being charged.
Food Allergies
Marco Polo Kitchen offers a wide variety of dietary menu items, including dairy-free, vegan, vegetarian, gluten-free, and pork-free options. While we take the utmost care to accommodate dietary requirements, traces of allergens - including gluten, dairy, egg, soy, sesame, shellfish, and nuts - may still be present in our catering.
For general dietary requirements, simply include these in the order notes when placing your order through our website. For specific, sensitive, or life-threatening allergies, we encourage you to reach out to us directly at [email protected] before placing your order - we're more than happy to guide you through our menu and find the best options for your guests.
For guests with life-threatening allergies, we strongly advise not relying solely on our catering and recommend providing a separately sourced meal. Marco Polo Kitchen cannot be held liable for any loss or illness resulting from allergens that may be present in our catering.
Cancellations and Refunds
We understand that unexpected changes happen, and we will always do our best to minimise costs, including reallocating orders wherever possible.
To avoid cancellation charges, we kindly request at least 48 hours notice for standard orders. For orders exceeding $1,000 or those involving a custom menu, a minimum of 3 business days notice is required.
Whilst we always try to be flexible where possible, orders cancelled within 36 hours are non-refundable. Cancellation charges reflect costs already incurred for food, labour, or equipment hire.
Order Amendments
To help us prepare your catering to the highest standard, we kindly ask that all order amendments are submitted via email at least 48 hours in advance.
For amendments requested between 24 and 48 hours prior to delivery, we are able to accommodate minor adjustments such as quantity changes. Amendments to menu items or significant quantity reductions within this window cannot be guaranteed.
For changes required within 24 hours of delivery, please contact us directly and we will do our best to assist, though same-day amendments cannot always be guaranteed.
Adjustments After Delivery
We take great pride in the quality and accuracy of every order. If anything is missing or incorrect upon delivery, please don't hesitate to reach out to us at [email protected] within 24 hours, including your order details and a brief description of the issue. This helps us resolve things as quickly as possible. Requests received outside of this window unfortunately cannot be accommodated.
Terms of Trade
Pre-payment is required unless otherwise agreed in advance. Payment is due within 7 days of order confirmation.
We kindly ask that all invoices are settled by the due date. In the event of outstanding payments, Marco Polo Kitchen reserves the right to place accounts on hold until the balance is resolved.
Payments
Payment can be made by credit card, cheque, or EFT. We offer corporate accounts. Please contact our team at [email protected] to complete an account application form.
Invoices are issued, or credit cards charged, on the day the order is placed. Orders cannot be released unless paid in full, unless alternative arrangements have been agreed with our team.
For orders greater than $1,000, Marco Polo Kitchen may request a 50% deposit. A 1.75% surcharge applies to all credit card payments.
GST and ABN
All prices quoted are exclusive of GST. Marco Polo Kitchen operates under a registered ABN and complies with all GST requirements.
ABN: 91 650 142 171
