Ordering terms
These terms apply when you order food through this site. Please read them before you pay — they cover when your order becomes binding, how much notice we need, what happens if you cancel, and how refunds work.
Your order is a contract between you and Big Boss Pizza & Pasta (ABN 29 660 713 299), which cooks and supplies the food. The ordering site is operated for the shop by OrderMint, which handles the website, payments and messages but does not prepare or supply the food itself.
Your order is an offer until we confirm it
Placing an order is an offer to buy, not a completed contract. When you submit it the order is marked Received — that means it has reached the kitchen, not that it has been accepted. A contract is formed only when we accept the order by moving it to Confirmed, which we tell you by text (and by email if you gave us one). You can watch the status change on your order tracking page.
We may decline an order before confirming it — for example if the kitchen is fully booked for that day, an item has sold out, the delivery address turns out to be outside our area, or we cannot reach you about it. If you have already paid by card and we decline, you get the full amount back and we are not obliged to supply the order.
How much notice we need
- Catering orders: we cannot do same-day catering; please choose a future date. Catering is cooked to order in bulk, so the earlier you book the more likely your preferred time is available.
- Everyday (à la carte) orders: at least 45 minutes’ notice for a scheduled time. If you order for “as soon as possible”, we quote around 25 minutes for pickup and 45 minutes for delivery.
Times shown at checkout are the time we aim to have your order ready or delivered, not a guaranteed minute. Traffic, weather and unusually busy periods can move it. If we are running materially late we will contact you.
Minimum order values
- Catering orders: minimum $150.00 of food.
- Everyday orders: minimum $21.00 of food for delivery, no minimum for pickup.
Minimums apply to the food subtotal and exclude delivery and any card payment fee. The checkout will not let you place an order below the minimum.
Prices, GST and tax invoices
All prices shown are in Australian dollars and include GST. The total at checkout is the total you pay. We may change menu prices at any time, but never after we have confirmed your order — the price you were quoted at checkout is the price for that order.
If you give us an email address we send you a tax invoice showing the supplier’s name and ABN, the date, the items, the GST included and the total. Add your company name at checkout and it appears on the invoice, which is usually what a workplace needs to be reimbursed. You can ask us to re-send an invoice at any time.
Paying
Depending on the shop, you may be able to pay by card online, pay in store at pickup or on delivery, or pay by bank transfer / PayID. The options that are actually available appear at checkout.
Card payments are processed by Stripe. Your card details are entered in a secure form hosted by Stripe and never reach our servers. Payment is taken when you place the order, before we confirm it — if we then decline the order, the payment is refunded in full.
Card payment fee. Where a card payment fee applies it is shown at checkout as a dollar amount, included in the total, before you pay. It is a straight pass-through of what it costs us to accept the card and is not a source of profit. Consistent with the Reserve Bank of Australia’s surcharging standard, we do not surcharge more than our cost of acceptance, and the fee is only ever charged on card payments — paying in store or by bank transfer never carries it. If a fee is not shown at checkout, none applies.
Pickup and delivery
We deliver only to the suburbs listed at checkout. The delivery fee depends on the suburb and is shown before you pay. If your suburb is not listed we cannot deliver to it — choose pickup instead.
Please make sure someone can receive the order at the address and time you booked, and give us access details (loading dock, level, buzzer) in the order notes. Catering is bulk hot food: if nobody is there to accept it we will try to call you, but we cannot leave a large order unattended, and we may have to bring it back. In that case the order is treated as a late cancellation and no refund is due for food already prepared.
Once the food is handed over it is your responsibility to keep it safe — serve hot food promptly, and refrigerate anything not eaten within two hours.
Changing or cancelling your order
Tell us as early as you can — call Big Boss Pizza & Pasta on (03) 5390 1686. Changes to headcount, timing or items may be possible, but only until the kitchen starts preparing your order and only if we can still meet the new time.
- Catering: you can cancel free of charge if you give us at least NUMBER OF HOURS notice before your booked pickup or delivery time. Cancel inside that window and we may keep PERCENTAGE OR AMOUNT KEPT FOR A LATE CANCELLATION to cover ingredients bought and work already done. Once the order is in the oven it cannot be cancelled.
- Everyday orders: you can cancel free of charge until the kitchen starts preparing the order. After that, food already cooked is not refundable.
- Deposits: DEPOSIT RULE — E.G. NONE, OR 50% ON ORDERS OVER $X. Where a deposit is taken it is credited against the final total. A deposit is refundable if you cancel with the notice above, and is otherwise applied to the late cancellation charge rather than kept as well as it.
We may cancel an order ourselves if we cannot supply it — equipment failure, illness, a supply problem, or something else outside our control. If we do, you get a full refund of everything you paid for that order, including any delivery and card payment fee. We will tell you as soon as we know.
Refunds
If a refund is due, we make it to the original payment method — a card payment goes back to the same card, and we cannot send it anywhere else. Refunds can be full or partial; if one dish was wrong on a large order, we refund that part.
We process refunds as soon as the outcome is agreed, usually within one business day. Depending on your bank it then normally takes a further 5–10 business days to appear on your statement. Payments made in store or by bank transfer are refunded by the shop directly.
Please contact us before disputing a charge with your bank. Almost every problem — a missing item, a late delivery, an order that was not what you expected — we can fix or refund faster than a chargeback can, and we would much rather hear about it. Email support@ordermint.com.au or call the shop on (03) 5390 1686 with your order number, and please do it within 48 hours of your order so we can look into what happened while the kitchen still remembers it. We aim to respond within 2 business days.
Allergens and dietary requirements
Our kitchen is not an allergen-free environment and we cannot guarantee that any dish is free of a given allergen. We handle gluten, wheat, dairy, eggs, soy, sesame, nuts, peanuts, fish and shellfish in the same kitchen, on shared surfaces and equipment. Traces can transfer between dishes despite our best efforts, and we buy ingredients from suppliers whose own processes we do not control.
If you or a guest has a severe allergy, coeliac disease or anaphylaxis, please call Big Boss Pizza & Pasta on (03) 5390 1686 before ordering. Do not rely on the order notes box alone. Notes are read by the kitchen, but a serious allergy needs a conversation about what we can and cannot safely do — and sometimes the honest answer is that we cannot safely cater for it.
Labels such as vegetarian, vegan, halal or gluten-friendly describe the recipe and the ingredients we choose. They are not a guarantee of separate preparation, separate equipment or certification unless we have told you in writing for your specific order.
Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies those guarantees, and if anything here is inconsistent with them, the law wins.
Among other things, food we supply must be of acceptable quality, fit for the purpose we said it was, and match its description and any sample you were shown. For a major failure you are entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage. For a failure that is not major, you are entitled to have the problem fixed within a reasonable time, and if it is not fixed, to a refund.
More information on your rights is at accc.gov.au/consumers.
Things outside our control
We are not responsible for failing to supply an order because of something genuinely beyond our control — extended power or water outage, fire, flood, storm, a public health direction, or a supplier failure we could not have avoided. We will refund you in full if that happens. This does not limit your rights under the Australian Consumer Law.
Using this site
Please give accurate contact and delivery details — we use your mobile to send order updates, and a wrong number means you will not get them. Do not place orders you do not intend to pay for or collect, and do not attempt to interfere with the site or with other customers’ orders. We may refuse service to anyone who does.
Your personal information
How we handle your name, contact details, address and order notes is set out in our privacy policy.
Changes to these terms
We may update these terms. The version published here when you place an order is the version that applies to that order, so the date at the top is what matters.
Governing law
These terms are governed by the laws of STATE OR TERRITORY, Australia, and by the Australian Consumer Law. This does not take away any right you have to bring a claim where you live.
Contact
Big Boss Pizza & Pasta — Shop 3/61 Grant St, Maddingley VIC 3340 — (03) 5390 1686. For anything about the ordering site or a payment, email support@ordermint.com.au.