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Providoor Melbourne
Delivering across wider Melbourne, Mornington Peninsula, Bellarine Peninsula,
Gippsland, Ballarat, Bendigo, Geelong, and Greater Geelong.
Providoor Brisbane
Delivering across Brisbane Metro, Gold Coast, Noosa, Sunshine Coast, Toowoomba, and in NSW to Byron Bay and Tweed Heads.
Providoor Refund Policy
1. Providoor will manage refunds to Customers in relation to the Products:
a) sold by Restaurant and Retail Partners to Customers; and
b) delivered to Customers by the Distributor.
where the Customer approaches Providoor directly with a claim for a refund.
2. Providoor will manage refunds in accordance with the terms of this Refunds Policy and in accordance with
the Australian Consumer Law.
3. When a Customer makes a claim for a refund Providoor will review the Customer’s claim and:
a) determine on the basis of the information provided in the Customer’s claim and using its records
and information, whether the claim is genuine (and not fraudulent);
b) determine on the basis of the information provided in the Customer’s claim, Providoor’s records
and information, together with any information provided by the Distributor or the Restaurant or
Retail Partner, whether the claim arises as a result of a failure by either of the Distributor or the
Restaurant or Retail Partner to comply with the applicable party’s obligations, including its
contractual or statutory obligations;
This determination will identify the ‘Refunding Party’ for the purposes of this Policy.
c) make a determination on whether the Customer claim is a ‘minor problem’ or a ‘major problem’ for
the purposes of the Australian Consumer Law.
d) advise the Refunding Party on the results of its determination.
(the Claim Determination)
4. If Providoor makes a Claim Determination that the Customer’s claim is a ‘minor problem’ Providoor will
discuss with the Refunding Party an appropriate solution to seek to resolve the claim with the Customer to
the Customer’s satisfaction (for example, by fixing a fault or deficiency in a Product), and will liaise with the
Customer to determine whether any non-monetary or in kind compensation may be provided by the
Refunding Party to resolve the Customer’s claim.
5. If Providoor makes a Claim Determination that a Customer’s claim is a ‘minor fault’ that requires financial
compensation to be paid to the Customer or a ‘major fault’ that requires a refund to be paid to the Customer,
Providoor will:
i. advise the Refunding Party on the quantum of the refund to be paid; then
ii. pay the Customer the refund directly; then
iii. deduct the refund from the next payment made by Providoor to the Refunding Party
under the terms of its Agreement with Providoor.
6. Providoor will use its best endeavours to make Claim Determinations objectively and based on the
information before it.
7. Subject to its review of each Customer Claim on a case by case basis, Providoor will use the following table
as a guide when making Claim Determinations
Type of Customer Complaint
Products missing or incomplete from order inside Box Pack
Likely Refunding Party - Restaurant Partner
Box Pack Damaged during Delivery (including leading to spoilage of contents inside Box Pack)
Likely Refunding Party - Distributor
Box Pack not handled according to Delivery Policy from point of collection from Restaurant Partner to delivery to Customer
Likely Refunding Party - Distributor
Box Pack not packed properly, or in a manner inconsistent with Providoor Policies
prior to pick up by the Distributor (including leading to spoilage of contents inside Box Pack)
Likely Refunding Party - Restaurant Partner
8. The Restaurant Partners and the Distributor will cooperate with Providoor’s reasonable requests to provide
it with information to assist in making a Claim Determination.
9. The Restaurant Partners and the Distributor each agree Providoor’s Claim Determination is final for the
purposes of this Policy.
10. If a Restaurant Partner or Distributor believe that Providoor has deducted a refund in error, Providoor will
take reasonable steps to investigate and will report on the outcome.