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Terms & Conditions

DISCLAIMER

BOOKINGS AND QUOTES

To avoid disappointment, we request that new orders placed with a minimum of 4 weeks’ notice. However, depending on availability, we may be able to accept new orders up to 5 business days prior to the scheduled delivery date.
 

Due to our small team, please allow 48hours before we reply to your query.
Please call for any urgent queries.
 

To place an order or request a quote, please use the contact us page and fill out the requested information.
We will contact you requesting more information or supply a quote from Xero. 

The quotes we provide are valid for a limited time, allowing  time for alterations. Once the quote is accepted, an invoice is issued. Note an order is considered officially booked only upon receipt of a minimum of 50% deposit or full payment of an invoice.
 

Delayed/Late deposits or payments may result in bookings being rejected due to other orders that have been placed, particularly during high demand periods (such as weekends and public holidays).

Bookings are based on first come first serve, due late cancellations and high demand. 
Please note that in the event of full booked capacity, we reserve the right to reject accepted quotes. In the unlikely event that we need to cancel an invoiced order, we will notify you and refund any deposit/payments made.
 

When contacting us, please include the below:
Name
Contact Number and Email
Date and Time of Pickup/Delivery/Catering
Location for Delivery or Catering
Order List (See Menu)
Any additional information 
 

We recommend scheduling the delivery or pick-up of your order approximately 1 hour before your event.

Consumption of food with in 2-3 hours of delivery or pickup. 

Please see below 2/4hour rule guide:

https://www.foodstandards.gov.au/foodsafety/standards/Documents/2hour4hour_Final.pdf

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Order Process

  • Customer to contact Kusinero's Sales team.

  • The Sales team will issue a Quote.

  • Once accepted an Invoice will be issued and Minium of 50% Deposit or Full payment is required with in 24 hours.

  • Resources for the order will be acquired the week the order is due once deposit or full payment is confirmed.

  • Any remaining balance to be paid on or before the delivery date.

  • Prep team will process the resources ready to cook 1-2 days before delivery date.

  • Food to be cooked on the delivery date.

  • Customer to accept food and enjoy!

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Should you need more information, please contact  the team via email at info@kusineros.com.au

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**Please note that we are not a restaurant and do not accept walk in orders.**​

MENU AND PRICES

We strive to provide you with an exceptional culinary experience featuring our delightful Filipino cuisine. However, there may be instances beyond our control that require us to make adjustments to the availability and/or cost of items on our menu. We want to ensure transparency and provide you with the most accurate information. Therefore, we would like to bring the following to your attention:

 

  1. Menu Adjustments: We reserve the right to adjust our menu offerings at any time, without prior notice. These adjustments may include changes to the availability of certain dishes or modifications to their prices. We understand the importance of your choices and will make every effort to inform you of any changes as soon as possible.

  2.  Pricing: Please note that all prices listed are exclusive of GST (Goods and Services Tax). Our pricing is subject to the prevailing tax regulations, and the applicable GST will be added to your final invoice. We are committed to providing fair and competitive pricing while maintaining the highest quality of our cuisine.

 

To ensure that you have the most up-to-date information about our menu offerings and accurate pricing details, we recommend reaching out to our team directly. We are always available to address any inquiries you may have and provide you with the current menu options tailored to your preferences.

PUBLIC HOLIDAYS

We understand the importance of planning ahead, especially for events held during public holidays. To ensure a seamless experience and accommodate your needs effectively, we kindly request the following:

 

  1. Advance Booking: We recommend placing your order for a public holiday event at least one month in advance. This allows us ample time to make the necessary arrangements and guarantees a successful catering experience.

  2.  Surcharge: Please be aware that due to the increased demand and operational considerations during public holidays, a surcharge of 10% will be applied to the total cost of your order. This surcharge helps us maintain the quality of our services and meet the high demand associated with these occasions.

 

By making your reservation well in advance and acknowledging the surcharge, you can ensure a smooth and enjoyable event. Our team is dedicated to delivering exceptional culinary delights and impeccable service, even during busy holiday periods.

TERMS OF PAYMENT/DEPOSIT

To confirm your order and ensure a smooth transaction, we offer the following payment options:

 

  1. Payment in Full: We highly recommend and appreciate full payment in advance. This allows us to efficiently prepare and deliver your order.

  2. Deposit Option: If preferred, a minimum deposit of 50% is required with in 24hours of the invoice being issued. This deposit confirms and secures your order and allows us to begin preparations. The remaining balance should be settled on or before the scheduled delivery date.

 

Please note the following guidelines regarding payments:

  • Failure to make payment or provide a deposit within 24hours may result in automatic cancellation of the order.

  • Late payments may result in your order being rejected due to other orders being confirmed for the same date.

  • We accept deposits or full payments via DIRECT BANK TRANSFER, ensuring a secure and hassle-free transaction.
    Please insure the INV or invoice number is added to the bank transfer description or reference. 

  • The remaining balance can be settled through bank transfer, card or cash on delivery.

  • Once your payment is received, we will promptly confirm your order and initiate the preparations.

  • CBA Smart Mini Tap & Pay is available on site or with a delivery driver, please let us know in advance if you wish to make this type of payment.
    Please note Credit or Debit cards with Tap & Pay will incur a 1.1% Surcharge.

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Security notice:

Please only accept communication from info@kusineros.com.au

Quotes and Invoices to be issues by Xero.com (normally @post.xero.com).

ORDER ADJUSTMENTS AND CANCELLATIONS

We understand that sometimes adjustments or cancellations may be necessary. We are committed to accommodating your requests to the best of our abilities while ensuring food safety and maintaining the highest quality standards.

 

To guarantee the freshness of our ingredients, we typically procure them 24-72 hours prior to the scheduled delivery date. In the event that certain items become unavailable, our team may suggest suitable substitutions or provide refunds accordingly, ensuring that you still receive a delightful culinary experience.
 
Please note that any cancellation requests made within 4 weeks of the delivery date are non-refundable. To be eligible for a refund of any paid deposits, we kindly ask that you submit your cancellation request at least 4 weeks before the scheduled delivery date.

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Should a customer request their delivery date to be adjusted (ie. Covid Isolation), the order can be moved forward by 1-2weeks only. Orders moved to the following day maybe rejected if there are no available bookings. 

While we strive to accommodate order adjustments, we cannot guarantee that all changes can be fulfilled due to logistical and supply considerations. We encourage you to communicate any adjustments or modifications at the time of placing your order. However, if any alterations need to be made, we kindly request that you notify us at least 5 business days before the scheduled delivery date.
 
Please note orders cannot be reduced once a deposit or payment is made, however orders can be increased should stock and time allow.

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For any adjustments, please confirm this during the quoting process, once we have created an invoice we no longer accept changes but may allow additions should resouces be available.

DIETARY REQUIREMENTS AND ALLERGENS INFORMATION

We understand the importance of catering to diverse dietary requirements and providing accurate allergen information to ensure the safety and satisfaction of our valued customers.

 

During the initial order placement, please provide us with any specific dietary requirements or restrictions. We will make every effort to accommodate your needs and ensure that you and your guests can enjoy our delicious Filipino cuisine with peace of mind.

 

Please note that while we strive to meet your dietary requests, cross-contamination may occur in our kitchen during the preparation, storage, or processing of ingredients. Therefore, we cannot guarantee that our menu items are completely free from traces of allergens. If you have severe allergies, please exercise caution and let us know so that we can provide additional information and guidance.

 

For detailed allergen information or any concerns regarding specific ingredients, please reach out to our team. We are committed to transparency and will gladly provide you with the necessary information to make informed decisions about your food choices.

 

Your satisfaction and well-being are our top priorities, and we take pride in delivering exceptional service while ensuring the safety and enjoyment of our culinary offerings.

EQUIPMENT RENTAL TERMS AND CONDITIONS

We offer equipment rental services to complement your catering needs. Our quoted amounts are specifically for the rental of high-quality equipment that will enhance the presentation and functionality of your event.

 

In addition to the catering quote, a security bond is required for a 24-hour hire period. This bond acts as a guarantee and will be fully refunded upon the safe return of the equipment in its original condition. We kindly ask that you take proper care of the rented equipment to avoid any damages or additional charges. Ensuring that the equipment is returned clean and dry is essential in maintaining its pristine condition.

 

For your convenience, we provide delivery and/or pickup services of the equipment which will be quoted separately based on your location and specific requirements. As part of our commitment to exceptional service, we include complimentary hire delivery with our catering delivery service. Additionally, we offer a hassle-free drop-off option at our location, 13 BARRIE RD TULLAMARINE, providing you with flexibility and convenience.

 

From the moment of delivery until collection or return, the hirer assumes full responsibility for the equipment. Any damage or loss caused to individuals or property due to the use or handling of the hired equipment will be the sole liability of the hirer. In the event of equipment damage, the hirer will be responsible for covering the cost of replacement.

ON-SITE EVENT CATERING

We specialise in providing exceptional food and catering setup exclusively for the buffet table. Our dedicated team ensures that the buffet is set up with precision and attention to detail, creating an inviting and visually appealing display for your guests to enjoy.

 

Typically, our standard service does not include staff staying at the event. However, we understand that certain events may require additional assistance. If you require staff to stay onsite during the event to assist with serving or other related tasks, we are more than happy to accommodate your needs. Please contact us directly, and we will provide you with a personalised quote based on your specific requirements.

 

Our goal is to make your event a success and to exceed your expectations in every way. Whether you need assistance with setup, food replenishment, or any other aspect of the catering service, our professional and experienced team is ready to support you.

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Generally we will require 30 or more minutes to complete a catering setup depending location and chafing dish quantity, please account for this when considering making a booking.

In addition, please take note of these additional requirements:

  • Water and power is also required for the setup.

  • Each chafing dish will require at least 2liters of Very hot to boiling water.

  • Boiling water is used to increase the life of the fuel.

  • 2x Gel fuel is supplied with each chafing dish.

  • Event organisers to get approval from rented locations for the use of chafing fuel. 


Note: Chafing fuels are normally installed into chafing fuel holders with built in lids that swivel to block the opening.

Alternatively, covering the gel flame opening with a non–flammable metal object, such as the provided metal gel fuel cover or metal spatula larger than the gel opening to extinguish the flame.

Note: Using Boiling water with the chafing dish will help with keeping the food warmer for longer.
Using cold water will increase the time taken to heat up the food.

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Optional Pack down and Cleanup service is also available. We can arrange to pickup and clean the chafing dishes and our utensils only. A pickup fee is also applied to this service in addition to a surcharge for the cleanup bookings after 9PM, please contact us for a quote. 

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Please see below minimum amount of chafing dishes to be order based on distance.

  • Zone 1 to 4 - 0 to 40 kms, minimum 4 chafing dish.

  • Zone 5 - 40 to 50 kms, minimum 6 chafing dish.

  • Zone 6 - 50+  kms, minimum 8 chafing dish.

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Wheeled trolley access is required, please notify us of any delivery instructions to prevent any delay (ie. Load zones, steps, obstructions, e1levator, gates, etc...). A parking spot must be provided for our van for setup and cleanup, please ensure there is a reserved spot.

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The use of Chafing dish fuel is the responsibility of the event organisers. Please ensure that the property or venue allows the use of these "open flame" chafing dish as we will not be liable for any incidents related to the chafing dish that may occur.
Same venues do not allow the use of open flame heat warmers and alternative methods are required.
We generally supply Oz Gel Chafer fuel with our chafing dish rentals.

PICKUP OR DELIVERY OPTIONS

At Kusinero’s Catering we are committed to providing you with a seamless and enjoyable experience, whether you choose to pick up your order or have it delivered.
 

Pickup
We offer pickup by appointment our location: 13 BARRIE RD TULLAMARINE VIC 3043. 
Please note, we are located behind the Café, Entry on the Gates to the Left in front of Nova stone.
Pickup orders have No minimum spend. Available most days by appointment only, from 10am to 4pm.
Customers can arrange their own delivery service such as Uber, Taxi, etc… Please notify us in advance so we can prepare the food to be picked up by the driver. You will need to advise the company of the food pickup, as we had drivers reject the order due to volume to be delivered.
 

Delivery
We offer Delivery to most of Melbourne Metro area.
However, due to high demand and limited drivers, please see below delivery zones, minimum spend:
Zone 1 - 1 to 5 kms, $100 minimum spend + delivery fee.
Zone 2 - 5 to 15 kms, $200 minimum spend + delivery fee.
Zone 3 - 15 to 25 kms, $300 minimum spend + delivery fee.
Zone 4 - 25 to 40 kms, $400 minimum spend + delivery fee.
Zone 5 - 40 to 50 kms, $600 minimum spend + delivery fee.
Zone 6 - 50+ kms, $1000 minimum spend, delivery fee calculated on distance.
Distance is calculated on driving distance from our store at 13 Barrie road, Tullamarine.
 

Toll fee’s 
NOTE: From 01/06/2024, delivery fees and tolls will be separated and fee/prices will be moved into the Menu.
Citylink/Linkt and East link
Tolls 1 – CBD Area fee 
Tolls 2 – Inner East/Southeast fee
Tolls 3 – Outer East/South East fee
 

Delivery requirements
To avoid delay, please advise of delivery instructions, such as Lload zones, steps/stairs, obstructions, driveways, obstructions, elevator, gates, ramps, etc... for the delivery driver.
A single step can cause a few minutes delays as trolleys are used to move the food crates. 
If paid parking is required for the delivery, this will be added to the delivery fee.

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Scheduling
As per Booking and Quotes, we recommend scheduling the delivery or pick-up of your order approximately 1 hour before your event for optimal freshness and quality, 
Delivery times are estimated and will generally try to delivery within 15-30 minutes of the nominated time. As above, advise of any delivery instructions to avoid delay. 
 

We value your understanding and cooperation in adhering to these policies as they allow us to maintain the quality and consistency of our services. Our goal is to provide you with a smooth and stress free experience that exceeds your expectations.
 

Pickup location: Please note, we are located behind the Cafe Siena on 13 Barrie Rd Tullamarine, Entry on the Gates to the Left in front of Nova stone.
 

TRAY SIZE

At Kusinero’s Catering we generally provide 3 tray size:

Medium
Size: 290x195x50mm
Capacity: 2500ml
 

Large (or 1/2 Gastronorm Tray)
Size: 296x236x50mm

Capacity: 3150ml
 

Extra Large (or 1/1 Gastronorm Tray)

Size: 459x339x68mm

Capacity: 6700ml

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These are generally supplied in a foil party tray but can be place into a Stainless steel Gastronorm tray when used with our rental chafing dishes.

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Our rental chafing dishes can hold 1x Extra Large or 2x Large stainless steel Gastronorm trays.​
When ordering 2x Large tray, they can be placed into 1x Extra Large tray.

Additional Information

We take great pride in preparing all our food fresh daily. However, for optimal freshness, we recommend consuming the food within 1-2 hours of receiving it. After this time, we cannot guarantee the food's freshness.

If you have any issues with the food you received, please contact us immediately so we can address the matter.

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Please see above for Cancellations.

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