

	JA² Catering – Refund Policy
	JA² Catering is committed to providing high-quality catering services and ensuring that all products and services meet reasonable customer expectations. If any issues arise with an order or service, we will assess the situation fairly and transparently in accordance with this Refund Policy, our Cancellation Policy, and the Australian Consumer Law (ACL).

	What Is a Refund
	A refund refers to a remedy provided when JA² Catering determines that the products or services supplied do not meet reasonable or confirmed standards.

	Refund resolutions may include:
	• Full or partial refund (returned via the original payment method) • Store credit or refund • Discount as a form of resolution • Replacement or alternative arrangement where appropriate
	A refund does not constitute an admission of liability or a legal determination. It is a service-based resolution applied on a case-by-case basis.

	When a Refund May Apply
	Refunds may be considered under the following circumstances:
	• Refunds arising from cancellations (please refer to our Cancellation Policy) • Quantity or order discrepancies, including:
	1. Insufficient quantity delivered 2. Delivered items not matching the confirmed order
	• Food quality issues, including:
	1. Food that is clearly spoiled, unsafe, or not fit for consumption 2. Significant damage caused during delivery that affects usability

	Cases Where Refunds Are Not Applicable
	Refunds or replacements generally do not apply in the following situations:
	• Change of mind, personal taste, or subjective preference • Incorrect product, package, or quantity selected by the customer • Minor variations due to handcrafted preparation (e.g. appearance or plating differences that do not affect quality) • Minor issues that do not impact food safety, edibility, or overall service quality

	How to Request a Refund
	If you believe your order qualifies for a refund, please submit your request as follows:
	•Contact us within 24 hours of receiving the product or service •Email: [email protected]
	Our customer service team will respond within 24 hours of receiving your request. If you do not receive a response within 24 hours, please contact our customer service hotline directly.

	Complaints Handling
	We value customer feedback and take all complaints seriously. If you have any concerns regarding our products, services, or refund handling, please contact us via:
	• Customer Service Hotline: +61 (3) 9969 7887 • Email: [email protected]
	We aim to respond within 24 hours and provide an appropriate resolution.