What Is a Cancellation

A cancellation refers to the agreed termination of an order due to different circumstances. In general, cancellations fall into two categories.

Types of Cancellations

Cancellations are classified as:

• Customer-initiated cancellations
• JA² Catering-initiated cancellations

Different conditions and outcomes apply depending on the type of cancellation.

Customer-Initiated Cancellations – Scenarios & Outcomes

• Free cancellation
• Confirmed cancellation with partial charges payable by the customer

Initiated Cancellations – Scenarios & Outcomes

• If JA² Catering is unable to provide the service at the agreed time, a full refund will be issued.
• If the order is cancelled due to force majeure (e.g. extreme weather, government restrictions), a full refund will be issued.

Conditions Where Cancellations Are Not Accepted

Cancellations may not be accepted under the following circumstances:

• All ingredients and materials have already been fully prepared
• Delivery cannot be completed due to incorrect customer information
• No recipient is available to receive the order at the time of delivery

Key Considerations and Assessment Criteria

1.	Ingredient and material preparation status
	"We will assess the preparation progress of ingredients and materials related to the order. If part or all of the ingredients have been purchased, prepared, or are non-refundable items, the associated costs will be borne by the customer. A reasonable administrative fee may also apply."
2.	Timeframe before delivery or event date
	The time between the cancellation request and the scheduled delivery or event date will affect whether the cancellation is accepted and how refunds or credits are arranged. Applicable charges, refund amounts, and credit arrangements will be handled in accordance with the Basic Cancellation Standards below.

Basic Cancellation Standards

1. Customer-Initiated Cancellations

Cancellation Timing	Cancellation Type	Customer Charges	Refund	Notes
7 days or more before event	Early cancellation	No charge	Full refund	Applies where ingredients are not prepared or only minimally prepared
4–6 days before event	Standard cancellation	25%–50% of total order (deposit non-refundable)	50%–75% refund (case-by-case)	Percentage depends on preparation status
1–3 days before event	Late cancellation	50%–100% of total order (deposit non-refundable)	0%–50% refund (case-by-case)	Most orders are in preparation or production stage
Same-day cancellation / no collection / no recipient	Not accepted	100% of total order	No refund	Service deemed to have been provided

2. JA² Catering-Initiated Cancellations

Reason for Cancellation	Cost Responsibility	Refund	Notes
Unable to provide service at agreed time	JA² Catering	Full refund	No additional compensation
Force majeure (e.g. extreme weather, government restrictions)	JA² Catering	Full refund	Definition subject to local law

Notes & Disclaimer

Customers may contact our sales team or customer service team regarding any cancellation request.
After reviewing the circumstances, we will notify customers in writing. If a customer wishes to appeal, they may submit a complaint via email or contact our sales or customer service team directly.

This policy is subject to applicable local laws. Where no specific legal requirements apply, JA² Catering’s policies shall prevail. JA² Catering reserves the right of final interpretation.

How to Cancel

To cancel an order, customers must submit a cancellation request proactively by phone, email, or in writing to JA² Catering.

Cancellation requests received outside business hours will be deemed received on the next business day. JA² Catering will contact the customer within 12 hours of receiving the request to confirm arrangements.

A cancellation is only considered valid once JA² Catering has provided written confirmation.

Any charges arising from a cancellation will be calculated based on the number of days between the cancellation request and the scheduled delivery or event date.

This Cancellation Policy must be read together with our Refund Policy to ensure that deposits, credits, and refunds are handled consistently, fairly, and transparently.

Australian Consumer Law (ACL)

Nothing in this policy limits or excludes a consumer’s rights under the Australian Consumer Law (ACL).