Policies & Terms

Overview

This website and online store are operated by Meal Fresh Kitchen Pty Ltd ("Meal Fresh", "we", "us"), 393 Victoria Street, Abbotsford VIC 3067. By using our website or placing an order, you agree to these Terms of Service and to our Policies and Privacy Policy, which form part of these terms.

Nothing in these terms excludes, restricts or changes any rights you have under the Australian Consumer Law that can't lawfully be excluded, including consumer guarantees that our meals are of acceptable quality, fit for purpose and match their description.

1. Using our website

• You must be 18 or over to place an order. If you order for someone else, such as a parent or client, you confirm you have their permission to give us their details.
• You agree not to use our website for anything unlawful, to interfere with its security or operation, or to copy, scrape or resell our content or service without our written permission.
• We may refuse service or close an account where we reasonably believe these terms have been breached.

2. Orders, cut-off and cancellations

• Orders close Thursday night at 11:59pm (Melbourne time) for the following week's delivery.
• You can change or cancel your order free of charge before the cut-off. After the cut-off we've bought ingredients and planned your meals, so we can't cancel or refund it (see our ordering policy).
• An order is accepted when we confirm it. We may limit quantities or decline an order, for example if a dish is unavailable or the address is outside our delivery area. If we decline an order you've paid for, we'll refund you in full.
• Please keep your contact, delivery and payment details up to date so we can deliver your meals.

3. Prices and payment

• Prices are in Australian dollars and include GST where it applies.
• We may change prices, menus or dishes from time to time. The price you pay is the one shown when you place your order.
• Private customers pay by card at checkout. Funded orders are billed to your provider or coordinator under the arrangements agreed with them.

4. Delivery and pick-up

We deliver to the Brimbank, Wyndham and Maribyrnong council areas, or you can collect from Abbotsford. Delivery fees, delivery days and what happens if you're not home are set out in our delivery policy. Once meals are delivered to your nominated address or safe spot, please refrigerate them within 2 hours.

5. Our meals and information

• We work hard to keep menus, ingredients, allergen and nutrition information accurate. Recipes and suppliers can change, so please always check the label on your meal, which is the most up-to-date source.
• Meal photos are serving suggestions, and meals may look slightly different.
• Our kitchen handles common allergens and we can't guarantee any meal is allergen-free. If you have a severe allergy or medical dietary needs, please check with your doctor or dietitian before ordering. Our meals are not a substitute for medical or dietary advice.
• If we find an error, such as a wrong price or description, we may correct it. If it affects an order you've placed, we'll contact you before going ahead and you can cancel for a full refund.

6. Problems with your order

If something is wrong with your meals, contact us within 24 hours of delivery and we'll offer a replacement, credit or refund, as set out in our refund policy.

7. Third-party services and links

Our store runs on Zoho Commerce and payments are processed by our payment provider. Our website may link to other websites, such as My Aged Care. We're not responsible for third-party websites or their content.

8. Feedback and reviews

We love hearing from you. If you send us feedback, comments or reviews, we may use them to improve our service. We'll only publish your name or words with your permission. Please don't submit anything unlawful, offensive or that infringes someone else's rights.

9. Personal information

How we collect, use and protect your personal information is explained in our Privacy Policy.

10. Our content

All content on this website, including text, photos, logos and the Meal Fresh Kitchen name, belongs to Meal Fresh Kitchen Pty Ltd or is used with permission, and may not be copied or reused without our written consent.

11. Our liability

Our meals come with guarantees that can't be excluded under the Australian Consumer Law. To the extent the law allows, and except for those guarantees, we aren't liable for indirect or consequential loss arising from use of our website. Where the law allows us to limit our liability, it is limited to resupplying the meals or refunding the price you paid for them.

Nothing in these terms excludes, restricts or changes any rights you have under the Australian Consumer Law that can't lawfully be excluded, including consumer guarantees that our meals are of acceptable quality, fit for purpose and match their description.

12. General

• If any part of these terms is found to be unenforceable, the rest still applies.
• If we don't enforce a right straight away, we haven't given it up.
• These terms, together with our Policies and Privacy Policy, are the whole agreement between you and us about using our website and ordering meals.
• These terms are governed by the laws of Victoria, Australia.

13. Changes to these terms

We may update these terms from time to time. The current version is always on this page, and changes apply to orders placed after they're published.

14. Contact us

Questions about these terms? Call or email us on 0451 164 227 or hello@mealfreshkitchen.au, or write to Meal Fresh Kitchen Pty Ltd, 393 Victoria Street, Abbotsford VIC 3067.

Last updated: October 2026

1. Delivery costs

• Delivery is $13.95 per order.
• Delivery is free on orders over $150.
• Pick-up from 393 Victoria Street, Abbotsford is always free. Choose pick-up at checkout.

2. Where we deliver

We deliver to the Brimbank, Wyndham and Maribyrnong council areas. Not sure if we reach you? Add your suburb to your order notes or call us on 0451 164 227 or hello@mealfreshkitchen.au and we'll confirm before delivery.

3. Your delivery address

• Please give a complete street address, including unit or apartment number, building name and any gate or access details.
• We can't deliver to PO boxes or parcel lockers, because meals must be kept cold.
• Incorrect or incomplete addresses can delay or prevent delivery. We can't replace or refund meals that couldn't be delivered because of an incorrect address.

4. Delivery days and times

Orders placed by Thursday night (11:59pm) are delivered the following week. Deliveries are planned by area, and we'll confirm your delivery day when we confirm your order. We can't guarantee an exact time.

5. Drop-off instructions

• Add clear instructions in your order notes, for example "leave on the front porch, in the shade".
• If no one is home, our driver will leave your meals in the safest spot available, out of the sun where possible.
• For safety, our drivers can't take keys, use access fobs or enter your home unless you've arranged this with us.
• Meals are packed chilled. Please put them in the fridge or freezer within 2 hours of delivery.

6. Apartments and gated complexes

If you live in an apartment or gated complex, tell us how our driver can get in, or arrange for someone to collect your meals. Meals left in shared areas are at your own risk.

7. Deliveries for organisations and funded clients

For organisations, include your organisation name and contact person in the order notes. We can deliver to each client's home or in bulk to your site, as agreed when we set up your account. Funded clients' deliveries are arranged with your provider or coordinator.

8. Public holidays

Public holidays may change our cooking and delivery schedule. If your delivery is affected, we'll let you know ahead of time and arrange the next available day.

9. Changing your order or delivery details

You can change your order, delivery address or instructions any time before the Thursday night cut-off. Contact us on 0451 164 227 or hello@mealfreshkitchen.au.

10. Something wrong with your delivery?

If meals are missing, damaged or arrive warm, contact us within 24 hours of delivery. See our Refund Policy.

Last updated: October 2026

1. The short version

• Change or cancel free of charge before the Thursday night (11:59pm) cut-off.
• Something wrong with your meals? Tell us within 24 hours and we'll make it right.
• Because our meals are perishable, we can't accept returns.

Nothing in this policy limits your rights under the Australian Consumer Law. You're entitled to a remedy if our meals are faulty, unsafe or not as described.

2. Cancellations

You can cancel all or part of your order free of charge any time before the Thursday night (11:59pm) cut-off, and we'll refund you in full. After the cut-off we've bought fresh ingredients and planned your meals, so we can't cancel or refund the order.

3. If something is wrong with your meals

Please contact us within 24 hours of delivery if a meal is:

• damaged, spoiled or not safe to eat
• missing from your order
• not the meal you ordered, or labelled incorrectly
• delivered warm or outside safe temperature

Send us your name, order details and a photo if you can. Please don't eat a meal you think may be unsafe. We'll offer a replacement, a credit on your next order, or a refund to your original payment method.

4. When we can't offer a refund

• Cancellations made after the cut-off.
• Meals not delivered because of an incorrect address or access instructions.
• Meals left out of the fridge for more than 2 hours after delivery, or kept past their use-by date.
• Allergens that are shown on the meal label or menu.
• Changing your mind about a meal once it has been delivered.

These don't affect your rights if a meal is faulty or not as described.

5. How refunds are paid

Approved refunds are returned to your original payment method, usually within 5–10 business days, depending on your bank. Credits are applied to your next order.

6. Funded orders

For orders paid through CHSP, Support at Home or a Home Care Package, credits and adjustments are made through your provider or coordinator.

7. How to contact us

Call or email us on 0451 164 227 or hello@mealfreshkitchen.au. We aim to respond within one business day.

Last updated: October 2026

1. What information we collect

When you order from us, contact us or use our website, we may collect:

• Contact and delivery details: your name, phone number, email address and delivery address.
• Order details: the meals you order, delivery instructions, and your order and payment history (we don't store full card numbers).
• Dietary and health-related information you choose to tell us, such as allergies, intolerances or a need for low-salt meals, so we can prepare suitable meals.
• Funding details for funded clients, such as your provider or coordinator's name, received from you or your provider so we can deliver and bill your meals.
• Website information: your device, browser, IP address and the pages you visit, collected automatically through cookies.

If you order on behalf of someone else, please make sure they're happy for you to share their details with us.

2. How we use your information

• To prepare, deliver and bill your orders, and to contact you about them.
• To make sure your meals suit any dietary needs or allergies you've told us about.
• To work with your aged care provider or coordinator if your meals are funded.
• To improve our menu, website and service.
• To meet our legal, food safety, tax and funding reporting obligations.
• To send you menu updates and offers, but only if you agree. Every marketing email has an unsubscribe link.

3. Consent

When you place an order or give us your details, you agree to us using them for that purpose. We'll only use dietary or health-related information with your consent, and only to prepare and deliver your meals. If we want to use your details for anything else, such as marketing, we'll ask you first.

You can withdraw your consent at any time by contacting us on 0451 164 227 or hello@mealfreshkitchen.au.

4. When we share your information

We never sell your personal information. We only share it when we need to:

• with our delivery drivers, so they can deliver your meals;
• with your aged care provider, coordinator or AVWA, if your meals are funded through them;
• with the service providers listed below, who help us run our business;
• if the law requires it, or to protect someone's health or safety.

5. Our online store and payments

Our website and online store run on Zoho Commerce, which stores your order and account information securely on our behalf. Card payments are processed by our payment provider and are encrypted. Meal Fresh Kitchen never sees or stores your full card number.

Some of our providers may store information outside Australia. We choose providers that take reasonable steps to protect your information.

6. Third-party services and links

Providers such as our online store, payment, email and accounting services only use your information to provide their service to us, under their own privacy policies. Our website may link to other websites, such as My Aged Care. We're not responsible for their privacy practices, so please read their policies.

7. Keeping your information safe

We take reasonable steps to protect your information from misuse, loss and unauthorised access. Access is limited to staff who need it to do their job. We keep information only as long as we need it for our service and our legal obligations, then delete or de-identify it.

8. Cookies

Our website uses cookies, which are small files stored by your browser. They keep items in your cart, remember your preferences, keep you logged in, and help us understand how the site is used. You can block or delete cookies in your browser settings, but some parts of the site, such as the cart and checkout, may not work properly without them.

9. Age

You must be 18 or over to place an order. If someone under 18 needs meals, a parent, guardian or carer should place the order for them.

10. Accessing and correcting your information

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it where we don't need to keep it by law. Contact us on 0451 164 227 or hello@mealfreshkitchen.au and we'll respond within 30 days.

11. Questions and complaints

If you have a question or concern about your privacy, please contact us first on 0451 164 227 or hello@mealfreshkitchen.au, or write to us at Meal Fresh Kitchen Pty Ltd, 393 Victoria Street, Abbotsford VIC 3067. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

12. Changes to this policy

We may update this policy from time to time, for example if our services or the law change. The latest version will always be on this page. If our business is sold or merged, your information may be transferred to the new owner, who must continue to protect it under this policy.

Last updated: October 2026

Food safety & allergens

• Our kitchen at 393 Victoria Street, Abbotsford follows strict food safety and hygiene practices, and meals are kept cold from our kitchen to your door.
• Each meal label shows ingredients, allergens and a use-by date.
• Store meals in the fridge (up to 3 days) or freezer (up to 3 months). Heat until steaming hot all the way through. Don't refreeze once thawed.
• Allergens: our kitchen handles milk, gluten, eggs, soy, sesame, fish, shellfish and sulphites. We take care to prevent cross-contamination but can't guarantee any meal is allergen-free. Our gluten-free meals are suitable for intolerance but not for coeliac disease. If you have a severe allergy, please check with your dietitian or doctor before ordering.
• We can't offer refunds for allergens that are shown on the label or menu.