Our approach to refunds
We would rather solve a problem than argue about money. If something goes wrong with your catering — food not delivered, dishes not as described, or service that fell well short of our standards — tell us immediately and we will put it right. This policy sets out how refunds work alongside that commitment.
When a full refund applies
You are entitled to a full refund of all amounts paid, including the deposit, in the following circumstances:
- We cancel your event for reasons within our control
- We fail to deliver the catering service at all
- You cancel more than ninety days before the event date, less any third-party costs already committed
- A serious food safety issue is traced to our preparation, confirmed by an appropriate authority
Partial refunds and credits
Where part of a service was delivered but a significant component was missing, late or substantially different from the agreed menu, we will offer a partial refund calculated against the value of the affected component. In some cases we may offer a service credit instead, at your choice, which can be used against any future booking within eighteen months.
Situations where refunds do not apply
Refunds are not available if the issue arises from information you supplied incorrectly, such as wrong guest numbers, undisclosed allergies or a change of venue without notice. Refunds also do not apply where you simply changed your mind after confirming the booking, or where a guest's personal dislike of a dish is the only issue raised.
How to request a refund
Send a written request to getbonuswinner@gmail.com within fourteen days of the event, describing what happened and, where possible, attaching photos or receipts. We will acknowledge within two business days and give you a decision within ten business days. Approved refunds are paid back using the original payment method wherever possible.
If you disagree with our decision, you are welcome to escalate the matter in writing to the managing director at our Cairns office address.