Terms & Conditions

1. Orders and availability

All orders are subject to availability and our ability to meet your requested date, delivery location and dietary requirements. A quote or enquiry alone does not reserve a date. Your booking is confirmed when we have accepted the order and you have met the payment requirements shown at checkout or in your quote. If we cannot accept a paid order, we will contact you and refund the payment.

2. How much notice we need

Please allow at least 48 hours before delivery for standard platter boxes and filled letters, numbers or shapes. Please allow at least seven calendar days for grazing tables, catering for 20 or more people, or orders totalling $500 or more. Larger events and busy seasonal dates may require longer notice, which we will confirm before accepting the booking. Short-notice orders are available only by prior agreement.

3. Prices and payment

All prices are in New Zealand dollars. Products purchased and paid for through our online shop include GST. Catering booked by enquiry and paid by invoice is priced exclusive of GST, with + GST shown beside the prices. GST is added separately in your quote and invoice. Delivery, staffing, setup, equipment hire and dietary substitutions are additional where specified and will be confirmed before you commit to the order. Online orders are payable at checkout. For quoted catering, any deposit, balance and due dates will be stated in the accepted quote. Payments already made count towards any valid cancellation charge; a deposit is not automatically forfeited.

4. Changes and final numbers

Email requested changes at least 48 hours before a standard box delivery, or at least 72 hours before larger catered events. Changes are subject to availability and may affect the price. We will confirm any additional charges before proceeding. Reductions after the agreed final-numbers deadline may be treated as a partial cancellation, with charges limited to reasonable losses or costs we cannot recover.

5. Cancelling or postponing

Please email info@theplatterpeople.co.nz with your order or booking details as soon as you need to cancel or change the date. We will acknowledge your request and explain any cancellation charge and refund.

For a change-of-mind cancellation, we may retain or charge an amount reflecting our reasonable loss from the cancellation, including ingredients ordered specifically for your booking, preparation already completed and unavoidable third-party commitments. We will account for costs avoided and amounts recovered, and will not charge more than the order value. Any payment above the cancellation charge will be refunded.

Cancellations within 48 hours of delivery may result in a charge up to the full order value where food has been prepared or committed costs and reasonable losses justify that amount. This is not an automatic full-price penalty. We will explain the basis of any charge on request.

A date change is subject to availability. We will tell you whether payments can be transferred and whether any costs have already been incurred for the original date. If we must cancel and cannot provide an alternative you accept, we will refund payments for the goods or services we cannot supply. Your statutory rights continue to apply.

6. Delivery and event access

We offer delivery only. Delivery fees, service area and any agreed delivery window will be confirmed with your order or quote. Please provide an accurate address, contact number and access instructions, and arrange for someone to receive and refrigerate the food. If delivery cannot be completed because of incorrect details or unavailable access, we will contact you to discuss a safe alternative; any reasonable redelivery charge will be agreed before redelivery. Onsite setup and staffing are included only where stated in your quote.

7. Dietary requirements and allergies

Please discuss vegetarian, vegan, dairy-free, gluten-free and allergy requirements with us before ordering. Suitability and any additional charges must be confirmed for your order. We do not promise an allergen-free environment. We will discuss preparation limitations with you so you can make an informed decision.

8. Seasonal ingredients and presentation

Food is freshly prepared and ingredients and presentation can vary by season and availability. We may offer a suitable item of comparable quality and value if an ingredient is unavailable. We will contact you if a material change affects the agreed menu or dietary requirements. Photographs illustrate serving styles; AI-generated images are identified as serving suggestions.

9. Receiving and caring for your food

Please follow the storage and serving instructions supplied with your order. Arrange suitable refrigeration and a safe serving area. Tell us promptly if an order arrives damaged or appears unsuitable, and provide photos if you can. Keep the food and packaging where safe while we discuss the issue with you.

10. Problems, refunds and your rights

If something is wrong with your order, contact us at info@theplatterpeople.co.nz so we can put it right. Nothing in these terms limits rights or remedies available under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law. Change-of-mind cancellation terms do not replace your rights when goods or services fail to meet legal guarantees.

11. Questions about your order

Email info@theplatterpeople.co.nz with your order number, event date and the details you need help with.

12. Your privacy

We collect the contact, order, delivery and dietary details you give us so we can respond to enquiries, prepare and deliver your order, process payment and keep required business records. Please provide only the dietary information needed for your order. Without the necessary contact, delivery or payment details, we may be unable to fulfil it.

Our store runs on Shopify. Information needed to provide your order is shared with Shopify and relevant payment, delivery or event service providers. These providers may process information outside New Zealand. We retain information as needed to fulfil orders, resolve queries and meet legal record-keeping obligations.

If you choose to join our email list, we use your email address to send news and offers. You can unsubscribe at any time. To request access to or correction of your personal information, or to raise a privacy concern, email info@theplatterpeople.co.nz.