Cancellations, refunds and problems with your order

Summary: Contact us as soon as possible with your order reference or booking details. The sooner you tell us, the better our chance of changing or cancelling it. Problems with your order are handled under the approach below, and your statutory rights are not affected.

Before you collect a pickup order

If you want to cancel or change a pickup order before the kitchen has started preparing it, contact us straight away. Use the phone or email details below, and include your order reference and the name on the order. We will confirm whether the change is possible and tell you what happens next.

Once the kitchen has started

Once the kitchen has started preparing an order, we may not be able to cancel or change it. We will still tell you as soon as we can what options are available. If you cannot collect an order that has been prepared, contact us. We will explain whether a refund is available in your case.

Problems with your order

If your order is incorrect, missing items are not in the bag, or the food is not as described, let us know at the counter if you are still at the restaurant. If you are at home, contact us as soon as you can, and include your order reference, what was wrong and a photo if helpful. We will look into it and tell you how we will resolve it.

Where an item was not as described, or the order was not of acceptable quality, you may be entitled to a remedy under the Australian Consumer Law. That may include a repair, a replacement, a refund or other remedy depending on the problem. We will work with you to find a fair resolution.

How refunds work

If a refund is due, we will tell you the amount, the reason and how it will be processed. Refunds for card payments are returned to the original payment method where possible. How long a refund takes to appear depends on your card provider and its processing times, which we do not control.

If a voucher or reward was used on an order that is later refunded, we will explain what happens to the voucher or reward on that order.

Bookings: changes, cancellations and no-shows

Please tell us as early as you can if you need to change or cancel a booking. Use the link in your confirmation or call us. If you do not attend and do not contact us, we may not be able to keep the table, and we may ask you about the booking the next time you contact us.

Restaurant-initiated changes

Sometimes we need to change or cancel an order or a booking, for example if an item is unavailable, the kitchen is at capacity or there is a problem with the premises. We will contact you as soon as we can and offer you a choice of alternatives or a refund where appropriate.

Your consumer rights

Nothing on this page excludes, restricts or modifies your rights under the Australian Consumer Law. If you believe we have not met a guarantee, you can contact us first. If you are not satisfied with our response, you can contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency for guidance.

Common situations

• You booked for tonight and now cannot come. Tell us as early as you can so the table can be offered to someone else. The booking section explains what we need from you.
• You placed a pickup order and your plans changed before the kitchen started. Contact us straight away with your order reference. We will tell you whether the order can be changed or cancelled, and what happens next.
• Your order arrived incomplete when you collected it. Tell the team at the counter if you are still at the restaurant. If you are already home, contact us with a description and photo, and we will work out a fair fix with you.
• You paid, but the order was not accepted or could not be prepared. We will tell you as soon as we know and explain the refund options. Payment received does not by itself mean the order was accepted.

Keeping your records

Keep your order confirmation, booking confirmation and any messages we send you until the matter is resolved. They help us find your order or booking quickly. Useful details to keep include:

• The order reference or booking date, time and party size.
• The date you paid, and the amount shown on the payment confirmation.
• Any voucher code or reference you used.
• Photos or notes about a problem with an order, taken when you collect it.
• The name and contact number you gave us.

How to contact us

Call 0426 577 976 or email goldenclove.au@gmail.com. Please include your order reference or booking details, your name and a short description of the problem. Please do not send payment card numbers or passwords. We will reply as soon as we can.