Terms and Conditions
THE BIG TICKET ITEMS
These points are included in the full terms below. We've highlighted the big ticket items here
-- By subscribing to the meal kit company HelloFresh you are agreeing to all conditions set out below. --
-- By subscribing to the meal kit company HelloFresh you are agreeing to all conditions set out below. --
SUBSCRIPTIONS
HelloFresh is a subscription service. We deliver until you tell us not to.
You can make changes to your subscription such as pause, cancel, reactivate your subscription, adjust your box size or update your address (“Subscription Adjustments”) at any time. There is no minimum term.
The cut-off time for subscription adjustments (pauses, cancellations, order restarts, address and box type changes) varies by state and contact medium and are as follows:
- All cut-off times are communicated in your state’s local time. Updates to your account must be submitted by the below times, the week prior to your next delivery.
- These cut-off times are effective from Friday 19th August 2022 until further notice.
You can make changes to your subscription such as pause, cancel, reactivate your subscription, adjust your box size or update your address (“Subscription Adjustments”) at any time. There is no minimum term.
The cut-off time for subscription adjustments (pauses, cancellations, order restarts, address and box type changes) varies by state and contact medium and are as follows:
- All cut-off times are communicated in your state’s local time. Updates to your account must be submitted by the below times, the week prior to your next delivery.
- These cut-off times are effective from Friday 19th August 2022 until further notice.
**If you are a new customer ordering your first delivery, your preferred delivery window may be available to you beyond the respective cut-off time outlined below. Extended cut-off times are not guaranteed and are offered at the sole discretion of HelloFresh. Following delivery of your first box, your weekly cut-off time will revert to that contained below based on your selected delivery day. You can change your delivery day prior to your weekly cut-off time.**
State: NSW, ACT & VIC^
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
^VIC excl. Mildura Region
State: QLD
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
State: NSW, ACT & VIC^
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
^VIC excl. Mildura Region
State: QLD
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
State: SA & Mildura (VIC)
Saturday, Sunday or Monday Delivery (SA) - 11:29pm Tuesday
Thursday Delivery (SA) - 11:29pm Thursday (one week before delivery)
Friday Delivery (SA) - 11:29pm Friday (one week before delivery)
Saturday or Sunday Delivery (Mildura) - 11:59pm Tuesday
Saturday, Sunday or Monday Delivery (SA) - 11:29pm Tuesday
Thursday Delivery (SA) - 11:29pm Thursday (one week before delivery)
Friday Delivery (SA) - 11:29pm Friday (one week before delivery)
Saturday or Sunday Delivery (Mildura) - 11:59pm Tuesday
State: NT
Monday or Tuesday Delivery - 10:29pm Tuesday
Monday or Tuesday Delivery - 10:29pm Tuesday
State: WA
Saturday, Sunday, Monday or Tuesday Delivery - 8:59pm Tuesday
Saturday, Sunday, Monday or Tuesday Delivery - 8:59pm Tuesday
DELIVERY
- You must live in our delivery area to order.
- Please take care when specifying your delivery address as refunds will not be given if you enter an address incorrectly.
- Delivery windows vary by location. If you will not be home please make an alternative arrangement and leave specific delivery instructions on the checkout page for our drivers to follow.
- Ownership of the products will transfer to you once we have delivered in accordance with your delivery instructions.
- We cannot commit to a smaller delivery window. We will try to accommodate, but cannot guarantee special requests.
- If a re-delivery is required at an alternative time through no fault of HelloFresh or our logistics partners an additional fee may be charged. Any re-delivery shall be at our absolute discretion
- A surcharge in addition to the standard delivery fee may apply for high-demand delivery windows.
- Please take care when specifying your delivery address as refunds will not be given if you enter an address incorrectly.
- Delivery windows vary by location. If you will not be home please make an alternative arrangement and leave specific delivery instructions on the checkout page for our drivers to follow.
- Ownership of the products will transfer to you once we have delivered in accordance with your delivery instructions.
- We cannot commit to a smaller delivery window. We will try to accommodate, but cannot guarantee special requests.
- If a re-delivery is required at an alternative time through no fault of HelloFresh or our logistics partners an additional fee may be charged. Any re-delivery shall be at our absolute discretion
- A surcharge in addition to the standard delivery fee may apply for high-demand delivery windows.
CUSTOMISATION
- Some products may be able to be customised in terms of meal selection. We’re not able to customise individual meals based on preference, dietary requirements, or whim!
The Nitty Gritty
This page (together with the documents referred to on it) tells the customer (you/your) the terms and conditions (Terms and Conditions) on which HelloFresh (we/our/us) will supply to you the products (Products) listed on our website www.hellofresh.com.au (Site) or HelloFresh mobile app (Site), via one of our subscription services (Services). Please read these Terms and Conditions carefully before ordering any Products from the Site or subscribing to one of our Services. You should understand that by ordering any of our Products or subscribing to one of our Services, you agree to be bound by these Terms and Conditions and any policies stated on the Site. We reserve the right to amend these Terms and Conditions and any policies at any time and your use of the Site following any amendments will represent your agreement to be bound by these Terms and Conditions and policies as amended. We therefore recommend that each time you access the Site you read these Terms and Conditions and policies. Please understand that if you do not wish to accept these Terms and Conditions, you will not be able to order any Products from the Site.
1. INFORMATION ABOUT US
1.1 We operate the Site located at www.hellofresh.com.au. We are Grocery Delivery eServices Australia Pty Ltd (ABN 19 155 437 620) trading as HelloFresh.
2. SERVICE AVAILABILITY
2.1 The Site is only intended for use by people residing in nominated areas of Australia (Service Areas). We do not accept orders from individuals residing outside those Service Areas. Customers must provide a valid email address and credit card details for all orders accepted on the Site. We do not accept orders by other means.
3. YOUR STATUS
3.1 By placing an order through our site, you warrant that:
- you are legally capable of entering into binding contracts; and
- you are at least 18 years old; and
- you are resident in one of the Service Areas
- you are legally capable of entering into binding contracts; and
- you are at least 18 years old; and
- you are resident in one of the Service Areas
4. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
4.1 After completing the subscription or order process on the Site, you will receive an email from us acknowledging that we have received your order (Order). Please note that this does not mean that an Order has been accepted.
4.2 An Order will relate only to the Product or Service you have ordered or subscribed to. Each Order that we accept results in a separate binding agreement between you and us for the supply of those Products or Service. For each Order accepted by us, we will supply the Products or Service in that Order to you in accordance with these Terms and Conditions.
4.2 An Order will relate only to the Product or Service you have ordered or subscribed to. Each Order that we accept results in a separate binding agreement between you and us for the supply of those Products or Service. For each Order accepted by us, we will supply the Products or Service in that Order to you in accordance with these Terms and Conditions.
5. ACCEPTANCE OR REJECTION OF AN ORDER
5.1 We reserve the right to accept or reject an Order for any reason, including if the requested Product is not available or if there is an error in the price or the Product description posted on the Site or in an Order.
5.2 If we reject an Order, we will endeavour to notify you of that rejection at the time you place an Order or within 7 days after you submit an Order.
5.3 You are not permitted to purchase any items for resale to a third party or for trade purposes. If we have a concern with the quantity of item/s you have ordered, we will endeavour to contact you when you place an Order or within 7 days after you submit an Order.
5.4 If we refuse an Order on or prior to delivery but after our relevant weekly order cut-off, a full refund, less any discounts, will be made within 10 Business Days.
5.2 If we reject an Order, we will endeavour to notify you of that rejection at the time you place an Order or within 7 days after you submit an Order.
5.3 You are not permitted to purchase any items for resale to a third party or for trade purposes. If we have a concern with the quantity of item/s you have ordered, we will endeavour to contact you when you place an Order or within 7 days after you submit an Order.
5.4 If we refuse an Order on or prior to delivery but after our relevant weekly order cut-off, a full refund, less any discounts, will be made within 10 Business Days.
6. SUBSCRIPTION SERVICES
6.1 When you place an Order for a subscription Product you enter into an agreement to receive the Product on an ongoing basis. You will be charged for your initial order between completing the first order, and the first relevant Order Cut-Off time. Cut-Off times are explained in detail under clause 7, Subscription Management. The completion of an initial order prior to the relevant weekly Order Cut-Off Time constitutes authorisation for this payment at any time up to the Cut-Off Time. Subsequent recurring orders will be charged following the relevant weekly Order Cut-Off, without further authorisation from you, unless you have cancelled or otherwise modified your subscription or delivery preferences as outlined in these Terms and Conditions. Your order may not be fulfilled if you place your initial order using a free box code and cancel before the first relevant weekly Cut-Off.
6.2 By subscribing to the Services, you are agreeing to receive our Product on a recurring basis for an indefinite period until cancelled by you or us as set out in these Terms and Conditions. The subscription amount and billing interval are set out on the checkout page, confirmation correspondence, and the customer login area of the Site.
6.3 You can cancel, pause, and otherwise amend your subscription at any time without the need to receive further Products from us provided that your adjustment request is received by one of the methods outlined on the How To Manage Your Account section of the Site and by the cut-offs outlined below. You will not be charged a cancellation fee. You can re-subscribe at any time following your cancellation, but we reserve the right not to permit re-subscription without any liability to you or any third party.
6.4 We reserve the right to terminate your subscription at our reasonable discretion at any time and without giving any reasons for our decision.
6.5 We reserve the right at any time to modify or discontinue the Service or the Products (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service or of a Product. We reserve the right to limit the quantities of any Products or Service that we offer. All descriptions of Products are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any Product at any time. Any offer or discount for any Product or Service made on this Site shall automatically be voided where prohibited by laws or any appropriate authorities.
6.2 By subscribing to the Services, you are agreeing to receive our Product on a recurring basis for an indefinite period until cancelled by you or us as set out in these Terms and Conditions. The subscription amount and billing interval are set out on the checkout page, confirmation correspondence, and the customer login area of the Site.
6.3 You can cancel, pause, and otherwise amend your subscription at any time without the need to receive further Products from us provided that your adjustment request is received by one of the methods outlined on the How To Manage Your Account section of the Site and by the cut-offs outlined below. You will not be charged a cancellation fee. You can re-subscribe at any time following your cancellation, but we reserve the right not to permit re-subscription without any liability to you or any third party.
6.4 We reserve the right to terminate your subscription at our reasonable discretion at any time and without giving any reasons for our decision.
6.5 We reserve the right at any time to modify or discontinue the Service or the Products (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service or of a Product. We reserve the right to limit the quantities of any Products or Service that we offer. All descriptions of Products are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any Product at any time. Any offer or discount for any Product or Service made on this Site shall automatically be voided where prohibited by laws or any appropriate authorities.
7. SUBSCRIPTION MANAGEMENT
7.1 There is no minimum term.
7.2 Subscription adjustment requests must be received by one to the methods outlined on the How To Manage Your Account section of the Site. These may include phone, email, chat, and online and app based online account management.
7.3 The cut-off for subscription adjustments varies by state and contact medium and are as follows:
- All cut-off times are communicated in your state’s local time. Updates to your account must be submitted by the below times, the week prior to your next delivery.
- These cut-off times are effective from Friday 19th August 2022 until further notice.
- If you cancel your subscription after the cut-off date in the week following receipt of your HelloFresh box, you will be charged for and receive a HelloFresh box before your subscription ceases.
7.2 Subscription adjustment requests must be received by one to the methods outlined on the How To Manage Your Account section of the Site. These may include phone, email, chat, and online and app based online account management.
7.3 The cut-off for subscription adjustments varies by state and contact medium and are as follows:
- All cut-off times are communicated in your state’s local time. Updates to your account must be submitted by the below times, the week prior to your next delivery.
- These cut-off times are effective from Friday 19th August 2022 until further notice.
- If you cancel your subscription after the cut-off date in the week following receipt of your HelloFresh box, you will be charged for and receive a HelloFresh box before your subscription ceases.
**If you are a new customer ordering your first delivery, your preferred delivery window may be available to you beyond the respective cut-off time outlined below. Extended cut-off times are not guaranteed and are offered at the sole discretion of HelloFresh. Following delivery of your first box, your weekly cut-off time will revert to that contained below based on your selected delivery day. You can change your delivery day prior to your weekly cut-off time.**
State: NSW, ACT & VIC^
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
^VIC excl. Mildura Region
State: QLD
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
State: NSW, ACT & VIC^
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
^VIC excl. Mildura Region
State: QLD
Saturday, Sunday or Monday Delivery - 11:59pm Tuesday
Tuesday or Wednesday Delivery - 11:59pm Thursday
Thursday Delivery - 11:59pm Thursday (one week before delivery)
Friday Delivery - 11:59pm Friday (one week before delivery)
State: SA & Mildura (VIC)
Saturday, Sunday or Monday Delivery (SA) - 11:29pm Tuesday
Thursday Delivery (SA) - 11:29pm Thursday (one week before delivery)
Friday Delivery (SA) - 11:29pm Friday (one week before delivery)
Saturday or Sunday Delivery (Mildura) - 11:59pm Tuesday
Saturday, Sunday or Monday Delivery (SA) - 11:29pm Tuesday
Thursday Delivery (SA) - 11:29pm Thursday (one week before delivery)
Friday Delivery (SA) - 11:29pm Friday (one week before delivery)
Saturday or Sunday Delivery (Mildura) - 11:59pm Tuesday
State: NT
Monday or Tuesday Delivery - 10:29pm Tuesday
Monday or Tuesday Delivery - 10:29pm Tuesday
State: WA
Saturday, Sunday, Monday or Tuesday Delivery - 8:59pm Tuesday
Saturday, Sunday, Monday or Tuesday Delivery - 8:59pm Tuesday
7.4 You will be liable for all orders in the upcoming 7 day period that you had committed to at order cut-off.
7.5 You may cancel an Order at any time after first placing an Order visiting hellofresh.com.au/contact provided it is prior to the relevant weekly Order Cut-Off. If you cancel an Order after the Order cut-off for the upcoming delivery week, we have no obligation to cancel an Order and/or refund you any money.
7.6 The refund policy does not apply to Products which by their nature are not suitable for return or spoil quickly. This is especially true for perishable foods, such as those provided by us.
7.5 You may cancel an Order at any time after first placing an Order visiting hellofresh.com.au/contact provided it is prior to the relevant weekly Order Cut-Off. If you cancel an Order after the Order cut-off for the upcoming delivery week, we have no obligation to cancel an Order and/or refund you any money.
7.6 The refund policy does not apply to Products which by their nature are not suitable for return or spoil quickly. This is especially true for perishable foods, such as those provided by us.
8. CHANGE OF DETAILS
8.1 Changes to address details and/or delivery instructions must be communicated via the methods and by the cut-offs outlined in these Terms and Conditions.
8.2 We are not liable for any charges you incur as a result of out of date payment information. If we incur an expense due to incorrect payment information provided by you, we reserve the right to seek reimbursement from you for such expense.
8.2 We are not liable for any charges you incur as a result of out of date payment information. If we incur an expense due to incorrect payment information provided by you, we reserve the right to seek reimbursement from you for such expense.
9. PRICE
9.1 From time to time we may need to revise the price of the Products. For any price variations in relation to the Services, we will provide notice by email no less than 14 days before the changes take effect. After such time, we will apply the revised pricing to your existing payment details. You do not need to do anything to accept the change of price. You are under no obligation to accept the price revision and may suspend or deactivate the Services before Products are delivered under the new pricing plan. Your continuation to subscribe to our Service subsequent to such notice is deemed to be an acceptance of the price change. Price changes in relation to the Services do not include Extras and Add Ons (as defined in clause 23 below). Prices of Extras and Add Ons are subject to change from time to time, and any such revision to the pricing will be reflected on the relevant page of the Site where you make your meal plan selections.
9.2 The current prices of the Products and our delivery charges will be as quoted on the Site, as updated from time to time.
9.3 Product prices and delivery charges are inclusive of taxes including GST where applicable.
9.4 Surcharges – The Services include optional selections of Extras and Add ons as well as any existing or new special range Products which HelloFresh may introduce from time to time, including Products listed on HelloFresh Market (Special Range Products), which are Products that may be subject to surcharges or different prices, as set out at the Site when selecting your meal plan. If you opt for any of the Extra, Add Ons or Special Range Products in an order, these surcharges are paid in addition to the price of the Service. All relevant surcharges applicable to your selected products will be specified before placing your order. HelloFresh discounts, promotional offers and vouchers do not apply to Extras, Add ons or Special Range Products, unless specified otherwise.
9.2 The current prices of the Products and our delivery charges will be as quoted on the Site, as updated from time to time.
9.3 Product prices and delivery charges are inclusive of taxes including GST where applicable.
9.4 Surcharges – The Services include optional selections of Extras and Add ons as well as any existing or new special range Products which HelloFresh may introduce from time to time, including Products listed on HelloFresh Market (Special Range Products), which are Products that may be subject to surcharges or different prices, as set out at the Site when selecting your meal plan. If you opt for any of the Extra, Add Ons or Special Range Products in an order, these surcharges are paid in addition to the price of the Service. All relevant surcharges applicable to your selected products will be specified before placing your order. HelloFresh discounts, promotional offers and vouchers do not apply to Extras, Add ons or Special Range Products, unless specified otherwise.
10. PAYMENT
10.1 Payment for all Products and Services must be by credit or debit card or any other payment method listed on the online checkout page of the Site.
10.2 Orders will be charged to your nominated payment method(s). By nominating or adding an alternative payment method, you expressly consent to HelloFresh charging your alternative payment method in accordance with the terms and conditions set out herein if your primary payment method is no longer available, is declined or cannot be charged, without prior notice to you.
(a) It is your responsibility to ensure your accepted payment method(s) details are valid and up to date. We accept Visa, MasterCard, American Express Cards and PayPal.
(b) It is your responsibility to ensure that sufficient funds are available at the time of payment processing.
10.3 Storage of Collected Information
(a) HelloFresh does not collect or store payment information. All payment information is collected and stored by the applicable third-party in order to be processed as required. We never permanently store complete debit/credit card details.
(b) All online debit/credit card transactions performed on this Site are through secured payment gateways. We currently use the NAB, Adyen and PayPal payment gateways for our online payment transactions.
(c) Complete debit/credit card details cannot be viewed by HelloFresh or any outside party.
(d) Payments will appear on your bank statement as “HelloFresh” or “HelloFresh Australia Limited” in your PayPal account.
10.4 Failed payments
(a) Payment failures may be due to insufficient funds, incorrect or outdated payment information, and transaction disputes.
(b) If we are unable to debit your payment method(s) your Product may still be dispatched and the sale will be deemed to have occurred.
(c) In such instances HelloFresh will re-attempt the payment process. We reserve the right to re-attempt payment on all nominated payment method(s) to recover any outstanding amounts.
(d) In the event that payment re-attempts are unsuccessful we reserve the right to recover the debt through alternative means, either directly or through a third-party.
(e) We reserve the right to suspend or terminate future deliveries when payments are outstanding.
10.5 Extra fees
(a) If you fail to settle outstanding amounts within ten days of the order cut-off date a late payment fee may apply.
10.6 Debt collection
(a) You acknowledge that we may pursue and attempt to collect any outstanding amounts as a result of any declined and outstanding payments on your account. You agree and allow us to contact you to discuss those failed payments.
(b) If we are unable to receive or gain any satisfactory guarantee for payment, your name, contact information, and order details may be referred to an external debt collection agency. You will be liable for any fees or charges incurred as a result of this referral together with any outstanding payment due and owing to us.
10.7 Suspected fraud accounts
(a) We reserve the right to investigate all accounts where we suspect incorrect or fraudulent activity occurred.
(b) We reserve the right to terminate your order or accounts following the investigation.
10.2 Orders will be charged to your nominated payment method(s). By nominating or adding an alternative payment method, you expressly consent to HelloFresh charging your alternative payment method in accordance with the terms and conditions set out herein if your primary payment method is no longer available, is declined or cannot be charged, without prior notice to you.
(a) It is your responsibility to ensure your accepted payment method(s) details are valid and up to date. We accept Visa, MasterCard, American Express Cards and PayPal.
(b) It is your responsibility to ensure that sufficient funds are available at the time of payment processing.
10.3 Storage of Collected Information
(a) HelloFresh does not collect or store payment information. All payment information is collected and stored by the applicable third-party in order to be processed as required. We never permanently store complete debit/credit card details.
(b) All online debit/credit card transactions performed on this Site are through secured payment gateways. We currently use the NAB, Adyen and PayPal payment gateways for our online payment transactions.
(c) Complete debit/credit card details cannot be viewed by HelloFresh or any outside party.
(d) Payments will appear on your bank statement as “HelloFresh” or “HelloFresh Australia Limited” in your PayPal account.
10.4 Failed payments
(a) Payment failures may be due to insufficient funds, incorrect or outdated payment information, and transaction disputes.
(b) If we are unable to debit your payment method(s) your Product may still be dispatched and the sale will be deemed to have occurred.
(c) In such instances HelloFresh will re-attempt the payment process. We reserve the right to re-attempt payment on all nominated payment method(s) to recover any outstanding amounts.
(d) In the event that payment re-attempts are unsuccessful we reserve the right to recover the debt through alternative means, either directly or through a third-party.
(e) We reserve the right to suspend or terminate future deliveries when payments are outstanding.
10.5 Extra fees
(a) If you fail to settle outstanding amounts within ten days of the order cut-off date a late payment fee may apply.
10.6 Debt collection
(a) You acknowledge that we may pursue and attempt to collect any outstanding amounts as a result of any declined and outstanding payments on your account. You agree and allow us to contact you to discuss those failed payments.
(b) If we are unable to receive or gain any satisfactory guarantee for payment, your name, contact information, and order details may be referred to an external debt collection agency. You will be liable for any fees or charges incurred as a result of this referral together with any outstanding payment due and owing to us.
10.7 Suspected fraud accounts
(a) We reserve the right to investigate all accounts where we suspect incorrect or fraudulent activity occurred.
(b) We reserve the right to terminate your order or accounts following the investigation.
11. OUR REFUNDS POLICY
11.1 If you have cancelled an Order in accordance with clause 7.5, we will process any refund due to you within 14 days of the day you gave notice of cancellation. In this case, we will refund the price of the Product in full, and any applicable delivery charges. However, you will be responsible for the cost of returning the Product to us and the products must be returned in their original condition. Failure to adhere to these Terms and Conditions will prevent any refunds or credits being issued to you.
11.2 Our Products come with guarantees that cannot be excluded under the Australia Consumer Guarantees Act 1993 (the CGA). If you consider that any Products sent to you are damaged, or defective or fail to comply with any guarantees in the CGA, you can notify us and we will examine the received digital or physical evidence of the defective Product and will notify you of the outcome via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund.
11.3 If you seek a refund for any other reason, you can request a refund, visit hellofresh.com.au/contact and we will consider each request at our reasonable discretion. We will notify you of the outcome of your refund request via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund. No refund will be provided in relation to Products which have been opened, used or damaged after delivery, or if any attempt has been made to alter the products.
11.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
11.5 Please take care when specifying your delivery address as refunds will not be provided for non-delivery of an order to you if you enter an address incorrectly.
11.6 In the event of any non-conforming Products being delivered to you or in cases of non-delivery of an Order, you may inform us by clicking on “Get delivery support” on the Site, select the issues that is relevant to you and follow the instruction provided to report the issue(s). In some instances, you may receive a refund in the form of credit to your account to be used for your future Order(s) following a delivery report issue lodged on the Site. These credits are not valid in conjunction with any offer or discount.
11.2 Our Products come with guarantees that cannot be excluded under the Australia Consumer Guarantees Act 1993 (the CGA). If you consider that any Products sent to you are damaged, or defective or fail to comply with any guarantees in the CGA, you can notify us and we will examine the received digital or physical evidence of the defective Product and will notify you of the outcome via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund.
11.3 If you seek a refund for any other reason, you can request a refund, visit hellofresh.com.au/contact and we will consider each request at our reasonable discretion. We will notify you of the outcome of your refund request via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund. No refund will be provided in relation to Products which have been opened, used or damaged after delivery, or if any attempt has been made to alter the products.
11.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
11.5 Please take care when specifying your delivery address as refunds will not be provided for non-delivery of an order to you if you enter an address incorrectly.
11.6 In the event of any non-conforming Products being delivered to you or in cases of non-delivery of an Order, you may inform us by clicking on “Get delivery support” on the Site, select the issues that is relevant to you and follow the instruction provided to report the issue(s). In some instances, you may receive a refund in the form of credit to your account to be used for your future Order(s) following a delivery report issue lodged on the Site. These credits are not valid in conjunction with any offer or discount.
12. DELIVERY
12.1 We only deliver to addresses within the Service Areas. A surcharge in addition to the standard delivery fee may apply for high-demand delivery windows. High-demand delivery windows are subject to change from time to time, in accordance with changes in demand. Delivery fees and applicable surcharges will be communicated at the point that you place your initial Order.
12.2 If we implement a delivery fee for an existing Service we will advise you 14 days before the fee becomes effective so that you will have the opportunity to cancel any future orders if you wish to before the fee is effective.
12.3 During the ordering process, you must select a date and delivery window for us to deliver your order. You agree to provide us with complete and accurate information that we ask you to provide to enable us to fulfil an Order.
12.4 We will aim to deliver during the window that you select. However, if an event occurs that is beyond our control, then we may not be able to do so and will not be liable to you or any other person for any such delay. In this instance, we will endeavour to provide you with notice of the delay as soon as reasonably possible.
12.5 We will deliver the Products to the front door of your nominated delivery address (Delivery Address). You must make all appropriate arrangements to assist and allow us to deliver the Products, including ensuring safe access and obtaining any prior security or other approvals which may apply to the Delivery Address.
12.6 We may require the person accepting the delivery of the Products to provide us with proof of that person's identity (including photographic identification) and, where relevant, age.
12.7 Please take care when placing your Order. We accept no liability or responsibility for incorrectly placed Orders. Nor do we accept liability or responsibility for delivery details which are incorrectly supplied, or which you fail to supply.
12.8 If you will not be at home at the expected delivery time, we recommend you nominate a cool safe place for delivery of the Products. If you do not provide a specific place for delivery, we will leave the Products at your front door. If you advise us of any specific delivery instructions in an Order, we will endeavour to comply with these instructions to the extent reasonably within our control.
12.9 You will be responsible for an Order from the time we deliver the Products in accordance with your instructions. We accept no liability or responsibility for any Product once the Product has been delivered to you.
12.10 You acknowledge that we may need to change your delivery date and window from time to time. We will notify you as soon as reasonably possible if your delivery date and window changes for any reason.
12.2 If we implement a delivery fee for an existing Service we will advise you 14 days before the fee becomes effective so that you will have the opportunity to cancel any future orders if you wish to before the fee is effective.
12.3 During the ordering process, you must select a date and delivery window for us to deliver your order. You agree to provide us with complete and accurate information that we ask you to provide to enable us to fulfil an Order.
12.4 We will aim to deliver during the window that you select. However, if an event occurs that is beyond our control, then we may not be able to do so and will not be liable to you or any other person for any such delay. In this instance, we will endeavour to provide you with notice of the delay as soon as reasonably possible.
12.5 We will deliver the Products to the front door of your nominated delivery address (Delivery Address). You must make all appropriate arrangements to assist and allow us to deliver the Products, including ensuring safe access and obtaining any prior security or other approvals which may apply to the Delivery Address.
12.6 We may require the person accepting the delivery of the Products to provide us with proof of that person's identity (including photographic identification) and, where relevant, age.
12.7 Please take care when placing your Order. We accept no liability or responsibility for incorrectly placed Orders. Nor do we accept liability or responsibility for delivery details which are incorrectly supplied, or which you fail to supply.
12.8 If you will not be at home at the expected delivery time, we recommend you nominate a cool safe place for delivery of the Products. If you do not provide a specific place for delivery, we will leave the Products at your front door. If you advise us of any specific delivery instructions in an Order, we will endeavour to comply with these instructions to the extent reasonably within our control.
12.9 You will be responsible for an Order from the time we deliver the Products in accordance with your instructions. We accept no liability or responsibility for any Product once the Product has been delivered to you.
12.10 You acknowledge that we may need to change your delivery date and window from time to time. We will notify you as soon as reasonably possible if your delivery date and window changes for any reason.
13. VOUCHERS AND GIFT CARDS
13.1 We may offer discount promotions and other types of vouchers (Voucher) which require activation by email application in order for the holder of the Voucher to commence delivery of Products through a Service. If paid for, the Voucher is deemed to have been sold at the time of payment for it. These Terms and Conditions will become applicable as between us and the Holder when the Holder redeems the Voucher by applying for a Service to commence.
13.2 A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed, resold or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval. A Voucher is only valid on the Holder’s first Product purchase. Only one Voucher is allowed to be applied per order. A Voucher is non-refundable, non-exchangeable for cash and may not be used in conjunction with any other offer or credit. Vouchers are always applied to an order before any credits in your account.
13.3 We reserve the right to withdraw or cancel any Voucher (other than a paid up-front gift card) for any reason at any time without any notice to you.
13.4 Vouchers may only be redeemed through the Site and not through any other website or method of communication, unless otherwise specified. To use your Voucher you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these Terms and Conditions and any special conditions attached to the Voucher.
13.5 Any credits or discounts attached to Vouchers apply to the price of the Products in an order only and not to delivery charges (unless otherwise specified) or any meals subject to surcharges (unless otherwise specified).
13.6 Vouchers and Customer credits deriving from any Customer referral program are not valid if used inappropriately, such as being published on deal sites or bargain sites. We reserve the right to cancel any suspicious codes and delete credits from the sharer’s account if we become aware of or suspect any inappropriate use.
13.2 A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed, resold or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval. A Voucher is only valid on the Holder’s first Product purchase. Only one Voucher is allowed to be applied per order. A Voucher is non-refundable, non-exchangeable for cash and may not be used in conjunction with any other offer or credit. Vouchers are always applied to an order before any credits in your account.
13.3 We reserve the right to withdraw or cancel any Voucher (other than a paid up-front gift card) for any reason at any time without any notice to you.
13.4 Vouchers may only be redeemed through the Site and not through any other website or method of communication, unless otherwise specified. To use your Voucher you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these Terms and Conditions and any special conditions attached to the Voucher.
13.5 Any credits or discounts attached to Vouchers apply to the price of the Products in an order only and not to delivery charges (unless otherwise specified) or any meals subject to surcharges (unless otherwise specified).
13.6 Vouchers and Customer credits deriving from any Customer referral program are not valid if used inappropriately, such as being published on deal sites or bargain sites. We reserve the right to cancel any suspicious codes and delete credits from the sharer’s account if we become aware of or suspect any inappropriate use.
14. RISK AND TITLE
14.1 The Products will be at your risk from the time of delivery to the Delivery Address or in accordance with your delivery instructions.
14.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
14.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
15. DISCLAIMER AND LIMITATION OF LIABILITY
15.1 The following paragraphs exclude or limit our liability for your use of the Site. They all apply so far as the law permits
15.2 While we have taken reasonable steps to ensure the accuracy, currency, availability and completeness of the information contained on the Site, that information is provided in good faith and on an “as is“ and “as available“ basis and we do not make any representation or warranty of any kind, whether express or implied, including the reliability of the information, implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title and non-infringement.
15.3 You acknowledge that the Products displayed on the Site are not an exact sample and are indicative only and that the Products you receive may vary from those displayed according to seasonal availability.
15.4 To the extent permitted by law, we do not represent or warrant that the Site will be available at all times, that access will be uninterrupted, that there will be no delays, failures, errors or omissions or loss of transmitted information, that no viruses or other contaminating or destructive properties will be transmitted, or that no damage will occur to your computer system. We may, from time to time and without notice, change or add on to the Site (including these Terms and Conditions) or the information, Products or Services as prescribed. However, we do not undertake to keep the Site updated. We are not in any way liable to you or any other third party if errors occur in the information of the Site or if the information is outdated.
15.5 You must take your own precautions to ensure that the process which you employ for accessing the Site does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your computer system or any other computer system.
15.6 Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk. Nevertheless, once we receive your transmission, we will take reasonable steps to preserve the security of such information.
15.7 The collection, use and disclosure of your personal information is also subject to our Privacy Policy.
15.8 To the extent permitted by law, we do not accept responsibility for any loss or damage, however caused (including through negligence), which you may directly or indirectly suffer in connection with your use of, attempted use of, or inability to use the Site or any linked website, nor do we accept any responsibility for any such loss arising out of your use of or reliance on information contained on or accessed through the Site.
15.9 To the extent permitted by law:
(a) our total aggregate liability in connection with these Terms and Conditions is limited, at our option, to:
(i) In the case of the supply of Products:
(A) replacement or resupply of the Products; or
(B)the cost of replacing or resupplying the Products;
(ii) In the case of the supply of Services:
(A) supplying the relevant Services again; or
(B) the cost of supplying the relevant Services again, and;
(b) in any event, will not exceed the fees paid by you to us under the relevant Order.
15.10 To the extent permitted by law, under no circumstances will we be liable for any loss of profit, loss of revenue, loss of contract, loss of business opportunity, loss of reputation, loss of data or any indirect or consequential loss arising in connection with these Terms and Conditions or the Services.
15.11 Nothing in these Terms and Conditions is intended to limit your rights as a consumer under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
15.12 It is your responsibility to refer to the Nutritional Panel and ingredients of each meal before placing an Order.
15.2 While we have taken reasonable steps to ensure the accuracy, currency, availability and completeness of the information contained on the Site, that information is provided in good faith and on an “as is“ and “as available“ basis and we do not make any representation or warranty of any kind, whether express or implied, including the reliability of the information, implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title and non-infringement.
15.3 You acknowledge that the Products displayed on the Site are not an exact sample and are indicative only and that the Products you receive may vary from those displayed according to seasonal availability.
15.4 To the extent permitted by law, we do not represent or warrant that the Site will be available at all times, that access will be uninterrupted, that there will be no delays, failures, errors or omissions or loss of transmitted information, that no viruses or other contaminating or destructive properties will be transmitted, or that no damage will occur to your computer system. We may, from time to time and without notice, change or add on to the Site (including these Terms and Conditions) or the information, Products or Services as prescribed. However, we do not undertake to keep the Site updated. We are not in any way liable to you or any other third party if errors occur in the information of the Site or if the information is outdated.
15.5 You must take your own precautions to ensure that the process which you employ for accessing the Site does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your computer system or any other computer system.
15.6 Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk. Nevertheless, once we receive your transmission, we will take reasonable steps to preserve the security of such information.
15.7 The collection, use and disclosure of your personal information is also subject to our Privacy Policy.
15.8 To the extent permitted by law, we do not accept responsibility for any loss or damage, however caused (including through negligence), which you may directly or indirectly suffer in connection with your use of, attempted use of, or inability to use the Site or any linked website, nor do we accept any responsibility for any such loss arising out of your use of or reliance on information contained on or accessed through the Site.
15.9 To the extent permitted by law:
(a) our total aggregate liability in connection with these Terms and Conditions is limited, at our option, to:
(i) In the case of the supply of Products:
(A) replacement or resupply of the Products; or
(B)the cost of replacing or resupplying the Products;
(ii) In the case of the supply of Services:
(A) supplying the relevant Services again; or
(B) the cost of supplying the relevant Services again, and;
(b) in any event, will not exceed the fees paid by you to us under the relevant Order.
15.10 To the extent permitted by law, under no circumstances will we be liable for any loss of profit, loss of revenue, loss of contract, loss of business opportunity, loss of reputation, loss of data or any indirect or consequential loss arising in connection with these Terms and Conditions or the Services.
15.11 Nothing in these Terms and Conditions is intended to limit your rights as a consumer under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
15.12 It is your responsibility to refer to the Nutritional Panel and ingredients of each meal before placing an Order.
16. IMPORTANT NOTICE ABOUT LINKED WEBSITES
16.1 The Site may contain links to other websites (Linked Websites). Those Linked Websites are provided for convenience only and may not remain current or be maintained.
16.2 The Linked Websites should not be construed as an endorsement, approval or recommendation by us of the owners or operators of those Linked Websites, or of any information, graphics, materials, products or services referred to or contained on those Linked Websites, unless and to the extent we stipulate to the contrary.
16.3 To the extent permitted by law, we accept no responsibility or liability for, and give no warranty (express or implied) of any kind in respect of, the Linked Websites and your use of them or any products or services available on or through the Linked Websites.
16.2 The Linked Websites should not be construed as an endorsement, approval or recommendation by us of the owners or operators of those Linked Websites, or of any information, graphics, materials, products or services referred to or contained on those Linked Websites, unless and to the extent we stipulate to the contrary.
16.3 To the extent permitted by law, we accept no responsibility or liability for, and give no warranty (express or implied) of any kind in respect of, the Linked Websites and your use of them or any products or services available on or through the Linked Websites.
17. TRANSFER OF RIGHTS AND OBLIGATIONS
17.1 These Terms and Conditions are binding on you and us and on our respective successors and assignees.
17.2 You may not transfer, assign, charge or otherwise dispose of your rights or liabilities under these Terms and Conditions, or any of your rights or obligations arising under it, without our prior written consent.
17.3 We may transfer, assign, charge, sub-contract or otherwise dispose of any of our rights or obligations arising under these Terms and Conditions, at any time without your prior consent.
17.2 You may not transfer, assign, charge or otherwise dispose of your rights or liabilities under these Terms and Conditions, or any of your rights or obligations arising under it, without our prior written consent.
17.3 We may transfer, assign, charge, sub-contract or otherwise dispose of any of our rights or obligations arising under these Terms and Conditions, at any time without your prior consent.
18. INTELLECTUAL PROPERTY RIGHTS
18.1 We are the owner or the licensee of all intellectual property rights in the Site, whether registered or unregistered, and in the material published on it. These works are protected by copyright and other intellectual property laws and all such rights are reserved.
18.2 You may print off one copy, and may download extracts, of any pages from the Site for your personal reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
18.3 If you post comments on the Products or Services to any website, blog or social media network (Commentary) you must ensure that such Commentary represents your fairly-held opinions. By agreeing to these Terms and Conditions, you irrevocably authorise us to quote from your Commentary on the Site and in any advertising or social media outlets which we may create or contribute to.
18.2 You may print off one copy, and may download extracts, of any pages from the Site for your personal reference. You must not use any part of our copyright materials for commercial purposes without first obtaining a licence to do so from us and our licensors.
18.3 If you post comments on the Products or Services to any website, blog or social media network (Commentary) you must ensure that such Commentary represents your fairly-held opinions. By agreeing to these Terms and Conditions, you irrevocably authorise us to quote from your Commentary on the Site and in any advertising or social media outlets which we may create or contribute to.
19. FORCE MAJEURE EVENTS
19.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by events outside our control (Force Majeure Event).
19.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
(a) strikes, lock-outs or other industrial action;
(b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) impossibility of the use of public or private telecommunications networks;
(f) epidemic, pandemic or other health emergency (whether declared or not); and
(g) the acts, decrees, legislation, regulations or restrictions of any government.
19.3 Our performance under these Terms and Conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these Terms and Conditions may be performed despite the Force Majeure Event.
19.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
(a) strikes, lock-outs or other industrial action;
(b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) impossibility of the use of public or private telecommunications networks;
(f) epidemic, pandemic or other health emergency (whether declared or not); and
(g) the acts, decrees, legislation, regulations or restrictions of any government.
19.3 Our performance under these Terms and Conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these Terms and Conditions may be performed despite the Force Majeure Event.
20. PRIVACY
20.1 Our Privacy Policy is a separate document available on the Site. We use, collect and disclose personal information about you to facilitate our dealings and for purposes as set out in the Privacy Policy.
20.2 We may use your contact information to send you newsletters from us and from our related companies.
20.2 We may use your contact information to send you newsletters from us and from our related companies.
21. GENERAL
21.1 These Terms and Conditions contain the entire understanding between the parties concerning the subject matter of these Terms and Conditions and supersedes all prior communications.
21.2 The relationship between you and us is that of a principal and independent contractor. Nothing in these Terms and Conditions will be taken as giving rise to a relationship of employment, agency or partnership.
21.3 Each party acknowledges that, in entering into these Terms and Conditions, neither party relies on any representation or warranty (whether made innocently, negligently or intentionally) that is not set out in these Terms and Conditions.
21.4 Our failure to enforce any provision under these Terms and Conditions will not waive our right thereafter to enforce any such provisions.
21.5 If any term or provision of these Terms and Conditions is held by a court to be illegal, invalid or unenforceable under the applicable law, that term or provision will be severed from these Terms and Conditions and the remaining terms and conditions will be unaffected.
21.6 These Terms and Conditions are governed by and are to be construed in accordance with the laws in force in New South Wales. Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts of New South Wales.
21.2 The relationship between you and us is that of a principal and independent contractor. Nothing in these Terms and Conditions will be taken as giving rise to a relationship of employment, agency or partnership.
21.3 Each party acknowledges that, in entering into these Terms and Conditions, neither party relies on any representation or warranty (whether made innocently, negligently or intentionally) that is not set out in these Terms and Conditions.
21.4 Our failure to enforce any provision under these Terms and Conditions will not waive our right thereafter to enforce any such provisions.
21.5 If any term or provision of these Terms and Conditions is held by a court to be illegal, invalid or unenforceable under the applicable law, that term or provision will be severed from these Terms and Conditions and the remaining terms and conditions will be unaffected.
21.6 These Terms and Conditions are governed by and are to be construed in accordance with the laws in force in New South Wales. Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts of New South Wales.
22. SPECIALTY BOXES - THE HELLOFRESH CHRISTMAS BOX
22.1 The HelloFresh Christmas Box is a one-off order. When you purchase this product, you will not be signed up to any of our subscription Services.
22.2 The HelloFresh Christmas Box is available for purchase during the relevant dates communicated by HelloFresh.
22.3 For any changes to your delivery (day/window or any delivery instructions) please contact HelloFresh before the relevant communicated cut-off time.
22.4 Full payment for the Christmas Box will be processed at the checkout immediately after your order is submitted. All purchases of this box are final and cannot be cancelled or refunded. No Credits or Vouchers can be used in the purchase of a Christmas Box.
22.5 If you already subscribed to any of our Services, your subscriptions will not be affected by the order of the HelloFresh Christmas Box and continue over the Christmas period, unless you choose to cancel the subscriptions or pause deliveries. For these subscription adjustments the specific sections for subscription management still apply.
22.2 The HelloFresh Christmas Box is available for purchase during the relevant dates communicated by HelloFresh.
22.3 For any changes to your delivery (day/window or any delivery instructions) please contact HelloFresh before the relevant communicated cut-off time.
22.4 Full payment for the Christmas Box will be processed at the checkout immediately after your order is submitted. All purchases of this box are final and cannot be cancelled or refunded. No Credits or Vouchers can be used in the purchase of a Christmas Box.
22.5 If you already subscribed to any of our Services, your subscriptions will not be affected by the order of the HelloFresh Christmas Box and continue over the Christmas period, unless you choose to cancel the subscriptions or pause deliveries. For these subscription adjustments the specific sections for subscription management still apply.
23. EXTRAS AND ADD ONS
23.1 We offer a range of Extras and Add-ons including; Snacks, Sides, Soups, Quick Fix /Ready to Heat meals, Fruit Boxes, Desserts, Breakfast & Brunch and Special Offers. These are available in addition to your weekly recipes. ALL Extras and Add-on products are available with any menu preference (Classic, Family friendly, Quick & Easy, Veggie, Protein rich, Calorie smart, Carb smart, Pescetarian, Naturally GF, No Pork & No Fish, No Fish, No Pork).
23.2 The HelloFresh Extras/Add-Ons are not part of the running weekly subscription service. This means that each week you wish to purchase an add-on, you will have to log into your account and manually add it to your order.
23.3 Some Extras/ Add-ons may be unavailable in certain Service Areas.
23.4 On top of your weekly meal subscription, we offer Extras/Add-Ons as additional products. They are available to all customers with any menu preference. We reserve the right to cancel any stand alone Extras/Add-On orders and will provide a full refund within 10 business days.
23.5 If for any reason you skip, pause or cancel your weekly meal subscription, your Extra/Add-On will consequently be cancelled as they cannot be sent as standalone products.
23.1 We offer a range of Extras and Add-ons including; Snacks, Sides, Soups, Quick Fix /Ready to Heat meals, Fruit Boxes, Desserts, Breakfast & Brunch and Special Offers. These are available in addition to your weekly recipes. ALL Extras and Add-on products are available with any menu preference (Classic, Family friendly, Quick & Easy, Veggie, Protein rich, Calorie smart, Carb smart, Pescetarian, Naturally GF, No Pork & No Fish, No Fish, No Pork).
23.2 The HelloFresh Extras/Add-Ons are not part of the running weekly subscription service. This means that each week you wish to purchase an add-on, you will have to log into your account and manually add it to your order.
23.3 Some Extras/ Add-ons may be unavailable in certain Service Areas.
23.4 On top of your weekly meal subscription, we offer Extras/Add-Ons as additional products. They are available to all customers with any menu preference. We reserve the right to cancel any stand alone Extras/Add-On orders and will provide a full refund within 10 business days.
23.5 If for any reason you skip, pause or cancel your weekly meal subscription, your Extra/Add-On will consequently be cancelled as they cannot be sent as standalone products.
24. COMPETITIONS (SOCIAL MEDIA)
24.1 By participating in any competition or giveaway advertised by HelloFresh on its Site, Facebook page and/or other social media channels (the “Competition”), you confirm that you accept and agree to these Competition terms stipulated below as well as any other terms and conditions that may be applicable.
24.2 Unless otherwise stated, the Competition is only open to active HelloFresh customers. All Competitions are open to Australian residents only.
24.3 Entrants must follow the instructions on the Competition Facebook post and/or other Social Media channel and/or at the Site to enter this competition.
24.4 The Competition entry closing and opening dates will be specified on the Competition Facebook post and/or other Social Media channel.
24.5 HelloFresh will endeavour to notify each prize winners by social media, email, text or phone. However, if the winner cannot be reached within five working days, we may redraw a new prize winner or reserve our rights not to redraw without liability to any person. HelloFresh reserves the right to contact the selected winners by other means.
24.6 The winner(s) will be drawn as specified by the Facebook Competition post and/or other Social Media channel and/or at the site. The prize winner(s) will receive the prize as advertised and in accordance with the specific terms and conditions of a Competition.
24.7 The winner acknowledges that redemption of some prizes may require the winner to be at least 18 years of age or have parental/ guardian consent. We will let you know on our Facebook Competition post and/or other Social Media channel.
24.8 Entering the competition constitutes a winner’s consent for their information and/or content to be shared on our channels.
24.2 Unless otherwise stated, the Competition is only open to active HelloFresh customers. All Competitions are open to Australian residents only.
24.3 Entrants must follow the instructions on the Competition Facebook post and/or other Social Media channel and/or at the Site to enter this competition.
24.4 The Competition entry closing and opening dates will be specified on the Competition Facebook post and/or other Social Media channel.
24.5 HelloFresh will endeavour to notify each prize winners by social media, email, text or phone. However, if the winner cannot be reached within five working days, we may redraw a new prize winner or reserve our rights not to redraw without liability to any person. HelloFresh reserves the right to contact the selected winners by other means.
24.6 The winner(s) will be drawn as specified by the Facebook Competition post and/or other Social Media channel and/or at the site. The prize winner(s) will receive the prize as advertised and in accordance with the specific terms and conditions of a Competition.
24.7 The winner acknowledges that redemption of some prizes may require the winner to be at least 18 years of age or have parental/ guardian consent. We will let you know on our Facebook Competition post and/or other Social Media channel.
24.8 Entering the competition constitutes a winner’s consent for their information and/or content to be shared on our channels.
25. HELLOFRESH CASH
25.1 We may allow you to top-up cash (“HelloFresh Cash”) on your customer account. With this function, you can use a prepaid cash balance for future purchases of goods and services available on our website or mobile application. The following terms (“Terms”) will therefore apply and supplement the general terms and conditions available above (“General Terms and Conditions”). In case of any conflicts, the General Terms and Conditions shall prevail.
25.2 You may top-up HelloFresh Cash to your customer account through the provided payment methods on our website or mobile application, provided these amounts will not exceed $1,000 in total. With each top-up you will receive an additional cash balance on your customer account by HelloFresh as laid out under the following link: https://www.hellofresh.com.au/account-settings/payment-methods. Any top-up of HelloFresh Cash cannot be transferred or refunded in cash.
25.3 If the HelloFresh Cash balance on your customer account is not sufficient to charge the total amount of an order, HelloFresh will use an additional payment method made available by you to charge the remaining amount of the respective order. HelloFresh reserves the right to charge the HelloFresh Cash balance on your customer account to cover previous unpaid orders before charging an amount of the additional payment method.
25.4 HelloFresh Cash added by you will expire three years after being credited to your account.
25.5 HelloFresh Cash can only be used on your customer account, but not transferred to other accounts or individuals. For the avoidance of doubt, HelloFresh Cash cannot be used in HelloFresh markets or HelloFresh brands other than this website or mobile application where it was redeemed.
25.6 For any operational or regulatory reason, HelloFresh reserves at any time the right to limit the amount of HelloFresh Cash that can be transferred or redeemed to your customer account.
25.7 HelloFresh may suspend or terminate the top-up function or usage of HelloFresh Cash on your customer account by electronic notification at least one (1) month in advance e.g., but not limited to, as a consequence to adjustments of services, legal requirements, court rulings or changes in market conditions. In this case, any refund of remaining HelloFresh Cash on your customer account and its limitations shall then be governed by the Australian Consumer Law and the General Terms and Conditions. HelloFresh may also suspend or terminate the top-up function or usage of HelloFresh Cash on your customer account if we reasonably believe your account has been engaged in fraudulent or abusive behavior in connection with the top-up function or your subscription to our goods and services.
25.2 You may top-up HelloFresh Cash to your customer account through the provided payment methods on our website or mobile application, provided these amounts will not exceed $1,000 in total. With each top-up you will receive an additional cash balance on your customer account by HelloFresh as laid out under the following link: https://www.hellofresh.com.au/account-settings/payment-methods. Any top-up of HelloFresh Cash cannot be transferred or refunded in cash.
25.3 If the HelloFresh Cash balance on your customer account is not sufficient to charge the total amount of an order, HelloFresh will use an additional payment method made available by you to charge the remaining amount of the respective order. HelloFresh reserves the right to charge the HelloFresh Cash balance on your customer account to cover previous unpaid orders before charging an amount of the additional payment method.
25.4 HelloFresh Cash added by you will expire three years after being credited to your account.
25.5 HelloFresh Cash can only be used on your customer account, but not transferred to other accounts or individuals. For the avoidance of doubt, HelloFresh Cash cannot be used in HelloFresh markets or HelloFresh brands other than this website or mobile application where it was redeemed.
25.6 For any operational or regulatory reason, HelloFresh reserves at any time the right to limit the amount of HelloFresh Cash that can be transferred or redeemed to your customer account.
25.7 HelloFresh may suspend or terminate the top-up function or usage of HelloFresh Cash on your customer account by electronic notification at least one (1) month in advance e.g., but not limited to, as a consequence to adjustments of services, legal requirements, court rulings or changes in market conditions. In this case, any refund of remaining HelloFresh Cash on your customer account and its limitations shall then be governed by the Australian Consumer Law and the General Terms and Conditions. HelloFresh may also suspend or terminate the top-up function or usage of HelloFresh Cash on your customer account if we reasonably believe your account has been engaged in fraudulent or abusive behavior in connection with the top-up function or your subscription to our goods and services.