Terms and Conditions
Effective Date: 24th March 2025
Last Updated: 27th July 2025
1. Introduction
Welcome to The Loop Kitchen (“we,” “our,” or “us”). By using our services, you agree to abide by the following Terms and Conditions. Please read them carefully before using our services.
2. Services Provided
We offer meal preparation and delivery services, as well as sustainability consultations. We also provide reusable containers; which customers are responsible for returning within the set timeframe.
3. Ordering & Payment
- Orders must be placed online via our website.
- Payments are processed through Stripe using debit or credit cards.
- If payments fail, the order will not be processed until payment is successful.
- Refunds or credits are only available within the order cycle (Sunday 2 pm – Wednesday 5 pm). To request a refund, please email us at hello@theloopkitchen.com.au
4. Refund & Cancellation Policy
- Refunds will be offered on a case-by-case basis if there is an issue with your meal (e.g., contamination or foreign objects),
- Customers may cancel orders within the order cycle (Sunday 2 pm – Wednesday 5 pm) for a full refund. After that time, only store credit will be provided.
- Refunds, credits, and deposit returns are all processed via Stripe.
5. Delivery Policy
- We currently deliver to postcodes 2527, 2528, 2529, 2502, 2506. We plan extend to 2526, 2505, 2533 and 2530 over time. Case-by-case exceptions may apply for larger orders outside the standard delivery area.
- Delivery is on Mondays from 2 pm – 5 pm.
- Customers will be notified via text message once their order has been delivered.
- It is the customer’s responsibility to collect their Esky within a reasonable time frame. We are responsible for food quality until 7 PM; beyond that, food safety is at the customer’s risk.
- Free delivery applies for orders over $75.
6. Reusable Container Policy
- Customers are required to return containers, jars, and Eskys within 3 weeks of delivery.
- A $30 deposit is required for all reusable containers – this includes jars, meal boxes and Esky.
- Drop-off points (e.g., our home, partner gyms/cafés) will be available for returns. Customers must provide their names when returning containers.
- Broken containers: We will retain 50% of the deposit, unless special circumstances apply.
- Unreturned containers: Full deposit is forfeited, and future orders may be refused.
- Unwashed containers: Customers must wash containers before returning them. If returned uncleaned, 25% of the deposit will be deducted.
7. Allergy Disclaimer
- Our meals may contain common allergens such as nuts, peanuts, soy, gluten, dairy, and sulphites as they are ingredients present in our cooking facilities.
- We cannot guarantee that meals are free from cross-contamination.
- Customers are responsible for reviewing ingredients before purchasing or contacting us directly about any allergy concerns.
8. Customer Responsibilities
- Customers must retrieve their deliveries before 7pm .
- Containers, jars, and Eskys must be cleaned before return.
- Customers must communicate any issues related to container returns immediately.
9. Limitation of Liability
- Late Deliveries: We will notify customers of any unexpected delays. However, estimated delivery times are not guaranteed.
- Food Allergies: We disclose all ingredients and are not responsible for allergic reactions. It is the customer’s responsibility to review ingredients and make informed choices before ordering. Consumers assume full responsibility by consuming our meals.
- Force Majeure: We are not liable for disruptions due to natural disasters, supplier failures, strikes, or other unforeseen events. We will communicate with customers and offer reasonable solutions (e.g., refunds, credits, or rescheduling).
10. Dispute Resolution
- Customers must first attempt to resolve any disputes by contacting us directly.
- If unresolved, disputes may be referred to NSW Fair Trading for mediation.
- Any legal disputes will be handled under NSW law in a local court.
11. Changes to Terms
We may update these Terms and Conditions from time to time. Any changes will be posted on our website with an updated effective date.
12. Contact Us
If you have any questions, please contact us at:
The Loop Kitchen
hello@theloopkitchen.com
28 Bass Street, Barrack Heights, 2528
If you have additional questions, visit our FAQ page or send us an email.