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 the best possible service, we kindly ask that you review our catering terms and conditions below.
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 sometimes things come up last minute, and we will always do our best to assist with short-notice orders placed with less than 24 hours notice. Please call us as soon as possible to discuss available options. While we will make every effort to accommodate, all items and delivery times are subject to availability, and a 15% late fee may apply.
Order Amendments
To help us prepare your catering to the highest standard, we kindly request that any amendments to your order are made at least 48 hours in advance.
We understand that smaller adjustments may sometimes be needed closer to the day. Where possible, please submit these by 10 AM the day prior to your scheduled delivery or pick-up via email or phone.
If changes are required on the day, please contact us directly. We will do our best to accommodate, though same-day amendments cannot always be guaranteed.
Adjustments After Delivery
If any items are missing from your order, please notify us within 24 hours of delivery so we can adjust your invoice. Unfortunately, we cannot process adjustments if notified more than 48 hours after delivery.
Order Details
All details provided to Marco Polo Kitchen, including menu selections, delivery address, delivery time, dates, and contact information, will be considered correct unless advised otherwise via email. Orders placed through our online ordering system are considered final. Any incorrect information not rectified within 24 hours of the scheduled delivery time may result in the full invoice amount being charged.
Delivery Details
Free delivery applies for all orders over $100 within the Brisbane CBD. Orders outside this range will incur delivery fees as stated on the order
Deliveries outside our standard hours, before 7 AM or after 4 PM, will incur an out-of-hours surcharge of $50. Standard delivery times are Monday to Friday, 7 AM to 4 PM.
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 90 minutes before your requested time, while hot food deliveries may arrive up to 30 minutes early. Our delivery window extends 15 minutes beyond the scheduled time to allow for unforeseen delays such as traffic or loading dock access.
Food Allergies
Marco Polo Kitchen can offer a wide variety of specialty diet 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 may still be present in our catering.
In the event that you or your client has a life-threatening allergy, we recommend providing your own meal. Marco Polo Kitchen cannot be held liable for any loss or illness resulting from nuts or other allergens that may be present in our catering.
Order Confirmation
If you do not receive a confirmation email, or if the details provided are incorrect, please notify us immediately. Any discrepancies not raised prior to delivery or cut-off times may result in the full invoiced amount being charged.
Cancellations and Refunds
Cancellation charges may apply when costs are incurred for food, labour, or equipment hire.
We understand that unexpected changes happen, and we will always do our best to minimise costs, including reallocating orders wherever possible.
Terms of Trade
Pre-payment is required unless otherwise agreed in advance. We reserve the right to place companies or individuals on credit hold for outstanding invoices.
Payments
Payment can be made by credit card, cheque, or EFT. We offer corporate accounts. Please contact our team to complete an account application form.
Invoices are typically 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 inclusive of GST. Marco Polo Kitchen operates under a registered ABN and complies with all GST requirements.
ABN: 91 650 142 171
