Refunds & cancellations

This policy describes cancellations, pauses and refunds for bpMealPlan, operated by NORTHSIDE GROCER PTY LTD (ABN 35 676 551 214).

1. Pausing or changing a plan

You may request a pause, a skipped delivery week or a plan change before the cut-off for the next delivery. Changes after the cut-off may only take effect in the following cycle.

2. Cancelling a plan

You may cancel future deliveries at any time by e-mail or phone. Cancellation applies from the next delivery that has not yet passed the cut-off / start of production. Meals already prepared or dispatched for a confirmed delivery are generally non-refundable, as they are perishable goods made to order.

3. Withdrawal from contract / consumer protection

If you are a consumer and enter into a contract online or by phone, you have rights under the Australian Consumer Law. For perishable and custom-prepared food, refunds may be limited once preparation or delivery has begun, except where goods are faulty, not as described, or otherwise do not meet consumer guarantees.

If you cancel an order before preparation begins, we will refund amounts paid for the undelivered order.

4. Defective or incorrect orders

If items are missing, damaged, unfit for consumption or substantially different from what was confirmed, contact us within 24 hours of delivery and include photos where possible. We will offer a replacement, credit or refund in accordance with the Civil Code and consumer protection rules.

5. How refunds are issued

Approved refunds are returned to the original payment method within 5–10 business days of approval (timing also depends on your bank).

6. How to request a cancellation or refund

Contact us with your name, phone number and order / delivery date:

• E-mail: contact@northsidegrocer.com.au
• Phone: +61 3 9191 3435

7. Related documents

See also the Terms and Conditions and Delivery information.