Terms and Conditions

TERMS + CONDITIONS

IMPORTANT INFORMATION FOR CATERING ORDERS
*Hot food can be delivered up to 15 minutes prior to the scheduled delivery time and cold food up to 90 minutes prior.
*Contact [email protected] for any price discrepancies prior to the delivery.  Adjustments will not be accepted after delivery date.

RETURN & REFUND POLICY
At Charlie & Franks, we are committed to providing our clients with quality products, supported by accommodating and professional service. We understand that, on occasion, mishaps can occur. If an error has been made on our behalf, please take a photo of the order and contact us immediately upon receipt. Our team will act promptly to rectify the issue.

DELIVERY POLICY

• Delivery is available to most areas within Sydney. If a delivery postcode is not accepted during the online checkout process, customers must contact Charlie & Franks directly to obtain a delivery quote.
• Delivery hours are as follows: Monday to Friday: 6:00am – 4:30pm, Saturday: 6:00am – 2:00pm, Sunday: 6:00am – 1:00pm - Additional fees may apply for after-hours deliveries or events.
• Delivery fees commence from $10 and vary based on location, timing, and order requirements.
• Customers are responsible for providing accurate and complete delivery information at the time of ordering, including access instructions, loading dock details, parking or loading zone availability, and any known site restrictions. Charlie & Franks accepts no responsibility for delays or additional costs resulting from incomplete or incorrect delivery information.
• Online orders must be placed by 3:00pm on the business day prior to the scheduled delivery date. Orders placed after this cut-off time are subject to availability and must be confirmed directly with Charlie & Franks.
• Certain menu items require a minimum of 48 hours’ notice prior to delivery. Availability of menu items and delivery dates is not guaranteed and is subject to capacity limitations. Charlie & Franks reserves the right to decline or reschedule orders where operational limits are exceeded.

 

CHANGE/CANCELLATION

• Please notify us as soon as possible of any changes to delivery dates or times.
• All order changes or cancellations must be made at least 24 hours prior to the scheduled delivery date.
• Orders cancelled within 24 hours of the delivery date (during business hours only) will incur a 100% cancellation fee.
• Cancellations are only accepted during business hours. For weekend, public holiday, or Monday deliveries, cancellation requests must be received by close of business on the preceding Friday.

FOOD ALLERGIES - IMPORTANT INFORMATION

Charlie & Franks Sydney offers a range of specialty dietary menu options, including Halal, dairy-free, vegan, vegetarian, gluten-free, and nut-free items. While all reasonable care is taken to accommodate dietary requirements, Charlie & Franks Sydney operates in a kitchen that handles common allergens and cannot guarantee the complete absence of allergens or allergen traces in any product.

Customers acknowledge that the consumption of our food is at their own risk. If a customer or end consumer has a life-threatening anaphylactic allergy, Charlie & Franks Sydney strongly recommends that a separate meal be arranged.

To the fullest extent permitted by law, Charlie & Franks Sydney accepts no liability for any loss, damage, illness, or injury arising from allergens or traces of allergens present in its food.

 

IMPORTANT NOTES 

• Delivery available 7 days from 6am (Monday to Sunday).
• Evening & Public Holiday catering is available (minimum spend applies). Please contact our team.
• Orders can be placed via our website www.charlieandfranks.com.au.
• We require a minimum of 48 hours notice to ensure full menu availability. 
• Delivery Minimum Weekday $100, Weekends $200 and there is no minimum for pick up orders
• Please note delivery minimum applies per delivery time slot
• We cater for last minute orders when we have availability, please email our team [email protected] or call on 0290 606 457 to confirm menu availability and inconvenience charge.
• We accept all major credit cards (1.85 % credit card surcharge)
• Full prepayment is required to confirm all orders unless a Charlie & Franks Corporate Credit Account has been approved and activated.
• Discounts associated with Corporate Credit Accounts cannot be used in conjunction with any other promotions, offers, or discounts.
• While we take care to accommodate dietary requirements and allergies where possible, Charlie & Franks cannot guarantee an allergen-free environment. Please refer to our menu for clearly identified dietary options: (V) Vegetarian · (VG) Vegan · (GF) Gluten Free · (DF) Dairy Free · (RSF) Refined Sugar Free
• Our catering is served on disposable packaging unless otherwise specified.
• Ceramic platters and catering equipment are able to be supplied (Fees apply)
• Any catering equipment not returned will be charged at the price to replace the same exact item.

 

EVENTS

• We cater for weekday, evening, and weekend events (minimum spend applies).
• For all event enquiries, please contact [email protected] or call 02 9060 6457
• A 50% deposit is required to secure the booking. The final balance is due 14 days prior to the event date, subject to event size.

 

EVENTS CANCELLATION POLICY

• Cancellations made 14 days or more prior to the event incur no cancellation fee.
• Cancellations made 5 days or more prior incur a 10% cancellation fee.
• Cancellations made 3 days prior incur a 50% cancellation fee.
• Cancellations made 2 business days or less prior incur a 100% cancellation fee.

 

EVENTS AT A CHARLIE AND FRANKS VENUE

• Minimum of 20 guests are required to be on a set menu (BBQ & canapé packages 50pax) Private events - available for exclusive use (minimum spend required)
• Maximum event cannot exceed 4 hours and must conclude by 10pm
• Set up is available for all night events from 4pm
• Exclusive use for a maximum 4 hour period - am/pm events, Monday-Thursday, minimum spend $2,500 pre-paid
• Exclusive use for a maximum 4 hour period - am/pm events, Friday-Sunday, minimum spend $3,500 pre-paid
• $500 deposit is required to secure your booking within 48 hours of confirming the date
• Final numbers to be confirmed and paid 7 days prior to the event
• All additional charges e.g. alcohol must be finalised on the day of the event with credit card
• Credit card details to be provided as part of booking confirmation
• Our liquor license is strictly for a maximum of 50 guests
• Charlie & Franks alcoholic beverages are charged on consumption for all events
• BYO food & drinks are not permitted

 

EVENTS OFFSITE AT A LOCATION OF YOUR CHOICE

• Staffing for off-site events is charged at an hourly rate, with a minimum engagement of four (4) hours per staff member. Staff charges apply to all hours worked, including travel time, set-up, pack-down, and the service period.
• Additional charges for staff travel, parking, and accommodation may apply depending on the event location and will be charged to the customer accordingly.
• Where catering platters or equipment are required to remain on-site following staff departure, Charlie & Franks Sydney may arrange collection after the event. A recollection fee may apply. Any missing, lost, or damaged platters or equipment will be charged to the customer at replacement cost.
• Charlie & Franks Sydney is required to comply with all applicable building, council, venue, or park regulations at the event location. Customers are responsible for ensuring the chosen venue permits catering services and for advising Charlie & Franks Sydney of any restrictions, permits, or access requirements prior to the event.
• Charlie & Franks Sydney provides staff and equipment hire exclusively in conjunction with its catering services. The company reserves the right to refuse staff or equipment hire for any event that does not exclusively use Charlie & Franks Sydney catering services.