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Shipping & Returns
– All bookings should be confirmed by email.
– All confirmed quotes should be signed and send back us via email for bookings.
– All orders that require PO’s, must be confirmed with PO attached.
– The delivery time, date, address and contact person should always be stated when placing orders.
– Our minimum order for us to delivery free of charge in most part of Gauteng is 1 full platter or a meal for 8 people from Monday to Friday. All orders for the Saturday the minimum required is 3 platters or meals for 20 people. Sunday we are generally closed, however the special arrangement can be done if the function warrants us to open. (Check with the office for viability)
– We are open from Monday – Friday and we only open on Saturdays if we received bookings during the week. All order must be fully paid before the day of delivery.
– Please note certain areas may be charged delivery if it is out of our free deliver boundaries.
– No same day cancellation is allowed, 24hours notice is strictly required for any cancellation.
– Big functions we require 1 week in advance for cancellation, because certain arrangements are to be made.
– Weekend Orders
- (i) It is recommended that all private orders be booked and paid online or EFT for us to be able to deliver on weekends. No orders will be booked without full payment and payment on delivery will not be allowed. If payment not received, the order will be automatically cancelled.
CANCELLATION
Category 1 – Platters and Daily Hot Meals
– Strictly No same day cancellation is allowed.
– Only 24hours cancellation notice will be allowed.
– Any same day cancellation a full amount of the order will be full charged, and the order will be delivered.
– All cancellations and changes must be supplied in writing by email within 24hrs
Category 2 – Big function / Year End Function
– We reserve a right at our discretion to charge the 50% cancellation fee on the total invoice or to retain the deposit paid by yourself, in event that the function is cancelled within 5 working days before the function.
– We reserve the right to charge a 100% cancellation fee on the total invoice if the function is cancelled in less than 2 working days before the start of the function.
– Any additional cost incurred by us in preparation of the function up until the time of the cancellation will be charged to you, this is to cover any losses caused to us by administration cost, travel, supplies etc and will be discussed fully in the event of cancellation.
– All cancellations and changes must be supplied in writing by email.
Category 3 – Special Dietary and Halaal / Kosher
– No same day cancellation is allowed.
– Only 24hours cancellation notice will be allowed.
– Any same day cancellation a full amount of the order will be charged and the order will be delivered.
– All cancellations and changes must be supplied in writing by email.
5. Dietary Requirements and Allergies:
– Kindly note that the certain dietary requirements will incur an additional charge
– Dietary requirement needs to be stated when placing an order.
– Our kitchen uses Halaal products, but we are not Halaal or Kosher certified.
– We outsource Halaal and Kosher meals from our reputable suppliers.
– Prices will be supplied on request of the quotation.
DELIVERY CHARGES:
– All deliveries are free of charge within 15km radius. Any deliveries above 15km radius may be charged.
– The deliveries on meals are made an hour in advance to your request to give enough time for the food to warm up.
– On delivery you are requested to sign our delivery schedule form, this will help us to improve our level of service.
– All our platters are wrapped up with Underwraps Caterers tape with the sticker on the platter lid.
– The invoice will always be supplied on delivery and the copy must be signed.
– Our drivers are always wearing our uniform (black golf shirt & black caps with our logo and blue jeans)
– The platters are carried inside our black delivery cooler bags and our meals & salads (all cooler bags have our Underwraps logo)
– Our driver will put the food where you request them, and we also help you to light up the burners in situation where the driver is delivering the meals.
– In an event outside of the drivers control such as traffic, inclement weather conditions or any delays in relation to your order will continue with our efforts to deliver the Food to you as soon as possible in the circumstances. Our sales office team will liaise with you until the delivery arrive.