Refund policy:
fair is fair
When deposits come back, when they do not, and how we handle cancellations. Built to be reasonable on both sides because we plan to cater for you again.
Last updated: 10 November 2026
Deposits
Your 30% deposit locks the date and covers early costs: menu development, venue checks and produce holds. Cancel more than 14 days before the event and it refunds in full, no questions and no admin fee.
Inside 14 days the deposit covers what we have already committed. Inside 72 hours, food is prepped and staff are rostered, so the full confirmed amount applies.
Rescheduling
Life happens and dates move. One reschedule inside 12 months carries your deposit across at no charge, provided we have capacity on the new date.
A second reschedule inside the 14-day window works the same as a cancellation, since costs start committing.
When we get it wrong
If we miss the mark on our side, we fix it first and compensate where fixing is not possible. That has meant partial refunds for late service and a full re-cater for a fridge failure in 2022. We own our errors.
Claims need to land within 7 days of the event with some detail so we can investigate properly.
Subscription plans
Office lunch subscriptions and daily catering bill in arrears, so there is nothing to refund. Pause or cancel with 48 hours notice and the current week simply completes.
Prepaid tasting boxes refund in full if we cannot deliver within the agreed window.
Refund windows at a glance
- 14+ days out: full deposit refund
- 7 to 14 days: deposit covers committed costs, remainder refunded
- Inside 72 hours: confirmed amount applies, food is already prepped
- Our fault: fix first, partial or full refund where fixing is impossible
- Subscriptions: nothing to refund, billed in arrears
The full cancellation framework sits in the terms of service.
Refund questions
Questions about this policy?
Write to the team directly: primecateringhub@gmail.com or call +61 3 9528 4512 in business hours.
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