Ordering Terms and Conditions
These terms apply to online orders placed with Eatz Catering, Catering Culture or Eatz Express. The company responsible for your order (“we”, “us”) is named on the website and in your order confirmation. Any term expressly agreed in your quotation or order confirmation takes precedence over these terms. These terms are governed by the laws of Singapore.
1. Orders and payment
Order confirmation depends on the brand:
- Catering Culture and Eatz Express: your order is confirmed once online payment is successful and a confirmation email is sent.
- Eatz Catering: the email sent after you submit an order acknowledges receipt only. Your order is accepted when our team confirms it in writing, together with any deposit or payment required.
Prices include GST. Any delivery, setup, equipment, manpower or payment charges, including the 5% credit card surcharge, are shown before you pay. Orders close to the event date, and any later changes, are subject to availability and our written confirmation; we will advise any price difference before proceeding. If we are unable to fulfil a paid order, we will inform you and refund the amount paid for it.
2. Changes, cancellation and postponement
Cancellation or postponement requests must be sent in writing by email or WhatsApp to our Sales contact, quoting your order number and event date. Charges are based on notice received before the confirmed event time:
- 5 working days or more: no charge
- Less than 5 working days but more than 48 hours: 25% of the total bill
- 24 to 48 hours: 50% of the total bill
- Less than 24 hours: 100% of the total bill
Working days exclude weekends and Singapore public holidays. A S$30 administrative fee applies per cancellation unless waived. Postponement to a replacement date we confirm in writing is free; otherwise cancellation charges apply.
Charges are waived for cancellation due to the death of an immediate family member (subject to verification) and may be waived in other cases at our discretion. Refunds are subject to payment provider and bank processing times.
3. Delivery, setup and equipment
Please provide an accurate address, a reachable on-site contact and access details (loading, parking, security, lifts, setup area), and a safe setup space. We will inform you promptly of any significant delay caused by traffic, weather or site access. Extra costs arising from incorrect details or your requested changes will be explained beforehand where practicable. Equipment we supply remains our property; loss or damage may be charged.
4. Allergies and food safety
Our kitchens handle a range of ingredients, including common allergens. While we take care to manage cross-contact, we cannot guarantee that any item is completely free from allergens or their traces. Customers with severe allergies should contact us before ordering. An allergy or dietary request applies only once we confirm it in writing; a menu name alone does not establish suitability. We will discuss any significant substitution with you first. After handover, follow the storage and reheating instructions provided and do not consume food after its stated consume-by time.
5. Concerns and personal data
Contact us promptly with your order number about any missing, incorrect or unsatisfactory item. Where safe, keep photos, labels and affected food for investigation. Nothing in these terms excludes rights that cannot lawfully be excluded.
We handle your personal data as described in our Privacy Policy. If you provide another person’s details, such as an on-site contact, please ensure you are authorised to do so. Accepting these terms does not sign you up for marketing.