Terms & Conditions of Service

Last modified: 10/10/2020

General Notes

Thank you for your interest in Food Monster!

We're a customer first focused business and we want to help solve your problem.
We work with the stores to provide customers with a great online ordering process. Please don't hesitate to contact us with your concern and we'll see what we can do to help.

If their is a problem with the order processing system we would love your feedback and what we can do to improve your ordering process for you.

If your concern is with the food, we recommend you contact the store as your 1st point of call.
Food Monster is not involved directly with any food preperation and have no control over the food itself, only the online ordering process.

We really hope to see you develop a great relationship between you, the local stores and ourselves here at Food Monster.

Delivery policy

Delivery services are provided by the store directly and are provided at their discretion.

Stores are occasionally particularly busy and can't complete an order in a timely manor (such as weekends and special holiday nights), please contact the store to find out what can be done to resolve those issues.

Food Monster makes no guarantee that stores will be able to complete a delivery in a timely manor or at all for your individual order or location.

If a store can not complete your order a refund may be an appropriate solution and may be processed by the store in accordance with the refund policy below within 3 business days.

Some stores may sell alcohol products and if you've ordered alcohol, our policy is that it must be orderred with food and ID will be required on pickup.
Alcohol is provided by the store in line with their own liquor licensing conditions and they have sole discretion on whether to sell alcohol on a per sale basis.

Refund policy

End user customers may be eligible for a refund if the food was of an unacceptable quality; or was delivered in an unacceptable time frame although this is at the store's discretion.

If you are a customer and have a complaint or concern and wish to pursue a refund, please contact the store to discuss your options as without exception, all refunds must go via the stores management.

Refund's are processed exclusively at a store level in according with the store's own refund policies; and must be completed within 3 business days.

Food Monster has no ability to process a refund for an end user customer directly; the stores individually have full discretion on when a cancellation or refund is appropriate for a customer.

The process is that a refund request is generated by the store using the provided software; and then manually verified and processed by Food Monster.

When a refund is issued and a payment has been completed online through Food Monster, payment will be returned to the end user customer within 3 business days, sometimes quicker.

Stores are not permitted to cancel an order that has been completed successfully for a customer, this is a violation of our terms of service.

Food Monster reserves the right to validate cancellation request details with end user customers directly; and also reserves the right to make final decision on approval of all cancellations.

In most cases stores should be able to help find a reasonable resolution to the problem with a customer directly.

Privacy policy

Personal information about you (such as your name, email address, phone number and address) is collected as it is required to use this website.

We will never sell or disclose any of your personal information to any unauthorised 3rd party without your permission.

By using this website you are granting us permission to provide your details to our authorised stores and their associated delivery partners as required to complete your orders (for if they use 3rd party delivery services).

Braintree is our payment provider for credit card processing and we also support PayPal for transaction processing. Our website is 100% PCI compliant.

Credit card details can be stored for your convenience, although your details for this feature are stored exclusively on Braintree highly secure servers.
Food Monster does not store customer credit card details in our server, only in the format of the last 4 digits of the card number, for your selecting the card in the cart process. The card data itself is stored with Braintree.

User passwords are hashed using a one way hash algorithm, which is the industry standard for your online safety.
We recommend using a unique, secure, minimum 8 character password that has not previously been involved in a data breach.

To see if your email address has been involved in a data breach previously you can visit https://haveibeenpwned.com/

If Food Monster is sold or acquired by a 3rd party, the database containing your personal information will transfer ownership with the sale/acquisition.

Cookies!

We love them, well at least the actual food ones anyway.

As for cookies on our website, we don't actually use tracking cookies at all with exception to Google Analytics which helps us to improve your user experience and track our SEO performance.

Additional policies

Store menu pricing is subject to change by the store or Food Monster without notice.

Order changes can be processed at a store level (at the store's discretion) through their own settlement facilities, but not via the Food Monster system.
The original online order cannot be changed, only 'completed' or the store lodges a cancellation request.

As an example: perhaps you've forgotten to add a bottle of soft drink to your order. You can contact the store directly and simply pay cash/eftpos $x when you pick up / on delivery.
This won't be added to your Food Monster order online, although it's fine to do that transaction directly as long as the store is happy to accomodate that.