Introduction
These terms and conditions apply to all transactions you enter into with P’Petual Holdings Pty Ltd. By accessing our P’Petual websites and ordering products from us, you agree to be bound by and comply with these terms.
Your Responsibilities
Without limiting the below Terms and Conditions, you are responsible for:
- Ensuring all information – including payment information – on your account is correct and up to date.
- Notifying us of any changes to your information.
- Ensuring funds are available for each debit to your account.
- Notifying us of any changes or issues with your order within the appropriate time frames.
Contacting P’Petual /Ausfresh (Ausfresh is our Branding name). You are able to contact P’Petual/Ausfresh by the following methods:
- Our websites – ppetual.com.au
- Our Facebook page—www.facebook.com/ Ausfresh
- Our Instagram— www.instagram.com/ausfresh_ppetual
- Enquiry Form – ppetual.com.au/ contact-us
For missing products, quality issues, delivery breaks, or any other enquiry that directly relates to your account, please contact us by phone or email.
For cancellations, please contact us by phone.
When contacting us by phone, you will be required to identify yourself by providing three identification details.
These measures are taken to ensure that we comply with the Privacy Act, and to ensure your personal information remains secure. Failure to provide identity information may result in us being unable to assist you with your enquiry.
If you contact us via a non-secure method to discuss your account, at our sole discretion we may require you to contact us by phone so that an identity check can be performed.
We May Contact You
By agreeing to become a customer or otherwise using the Service you acknowledge and agree that we may contact you (including by email, SMS, telephone or such other means) in relation to:
- the service, your account, any products, or your order;
- where you have consented to us doing so, any marketing or promotion which we conduct, special products being offered, our newsletters or publications;
- where you have consented to us doing so, goods, services or promotions which are being offered by our suppliers or business partners (either alone or in conjunction with us).
To unsubscribe from any of our marketing or promotional contact with you, please use the unsubscribe button in a marketing email, or phone or email our customer service centre.
Becoming a Customer
In order to become a customer with us, you must:
- for residential customers, be aged 18 or older; or
- for business customers, be a company, partnership or ABN holder; and
- provide a delivery address that we can deliver to which is located within one of our delivery areas.
You will be advised prior to creating your account if your delivery address falls outside one of our delivery areas. You must not attempt to become a customer or obtain an account if you do not meet these criteria.
Business Customers
Registered businesses that provide a valid ABN at the time of sign up may also place and receive orders.
Our Business Customer Service Team can assist with any enquiries for businesses that wish to order products.
Please call 08 83808609.
Creating Your Account
When creating an account with us, you will need to provide all relevant details, including contact, delivery, and credit card information as required.
You will be issued with a customer code, username and password to access your online account.
You are solely responsible for maintaining the confidentiality of your customer code, username and password, and for who accesses and uses your account.
You may update or edit your account at any time through our website or by contacting our customer service centre. You may not have more than one active account, and your account is non-transferable.
You may be refused an account or orders at our sole discretion. We may in our sole discretion terminate your account or services at any time.
Placing Your Order
Orders can be placed through our website or via our customer service centre. Unless otherwise expressly stated in these terms. Products will be received on a once-off basis, on the delivery date selected by you at the time you place an order.
You will be asked to confirm your order and account details each time you place an order.
Changing Your Order
You are able to change or credit:
- an order without charge or penalty at any time before 12pm in the day you order That means (your state’s local time) the day prior to the delivery date;
- an order of products marked as discount without charge or penalty and obtain a full refund at any time up until 12pm before your selected delivery date. Otherwise, you will be entitled to a credit to your account or refund, as determined by us in our sole discretion, of up to 50% of the changed or cancelled product value.
No changes or cancellations will be accepted after this time.
Delivery Days
When you place or change your order, you will be advised of the days and times that we deliver to your location. We are unable to deliver outside of these set times.
Delivery Fees
We offer free delivery on most orders. There may be a minimum order value or quantity to receive this free delivery.
Delivery fees vary based on your order, delivery area and delivery type. When you place or change an order, you will be advised of any delivery fees at the point of order confirmation.
Receiving Your Products
You will receive the products to the delivery address you provide on the date and at the approximate time selected by you during the checkout process.
You must ensure you are at home/connection point to receive your order. Attended delivery orders cannot be left at your premises if you are not at home/at connection point.
If you are not home/connection point at the allocated delivery time, our driver will call you. If possible, an alternative delivery time will be agreed with you. If no alternative delivery time is available, your order will be cancelled and returned to our warehouse. You may be charged the following amounts as a cancellation fee. These fees will be deducted from your order payment before any credit is applied to your account:
For the first missed order, the entire order value will be given to you (full amount of voucher).
For the second missed order, the entire order value will be given to you, minus a $25 cancellation fee or re delivery fee.
For the third and each subsequent missed delivery, the order will be forfeited and no credit will be applied to your account
Product images and labels
We aim to include up to date pictures of the products and accurate ingredients, nutritional information and other information on product listings. However, product details may change from time to time and there may be a delay in making updates to our website. We recommend that you read product labels carefully before consuming any product purchased on our website.
Images of fruit and vegetable boxes are guides only. Contents of fruit and vegetable boxes vary by season.
Currency
All price you shopped with P’Petual Holdings Pty Ltd are in Australia Dollars.
Paying for Your Orders
Orders will be charged to your nominated payment method. Credit card payments will occur once your order has been processed.
It is your responsibility to ensure that your credit card details are valid and up to date. Please note we accept payment by Visa and MasterCard only.
If there is any change to your account details, then it is your sole responsibility to immediately notify us.
Credit and Refunds
You can make a claim for a refund or credit if:
- you believe that the products we charged you for were not provided; or
- there is a fault or defect with the products you have purchased.
Email customercare@ppetual.com.au to lodge your claim. We’ll assess your claim and are happy to offer a credit or refund for any missing or fault Fruits.
P’Petual online won’t pick up any products that you don’t accept and that you have not returned with the customer service agent. However we may need to inspect the products before making an assessment, therefore please keep them until we advise they can be discarded.
Credit for the value of any products that are validly sent back with the customer service agent (or P’Petual team member upon collection) or credits applied for any other reason, will be applied to your next Order as long as the Order is worth more than the credit. P’Petual credit is valid for one year from the date of issue. You can check the expiry date or balance of your credits by emailing customercare@ppetual.com.au.
Suspected Fraud Accounts
We reserve the right to investigate all accounts where it suspects incorrect or fraudulent activity has occurred.
We may conduct investigations into the above matters which can include but not limited to requesting copies of identity to verify your account information, ask for an upfront payment for your orders, and have the local franchisee visit the account holder to verify account and delivery details.
We may choose to terminate your order or account if this information cannot be verified, or if payment cannot be made.
Product Issues
The Australian Consumer Law gives consumers rights in respect of goods and services they purchase, called consumer guarantees.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Regardless of anything in these Terms and Conditions, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If for any reason you have received an incorrect item, your whole order has not been delivered, incorrect item/s were delivered or you have received something that you are not 100% satisfied with, we will ensure that you are not charged for the affected product/s. However you must notify us via phone within 24 hours of the delivery being made (or not made), and we may need you to provide proof of the issue. We may not be able to refund any consumed or disposed of items. It may take up to 7 days to process a credit to your account.
Disputing Your Account
If you feel that any transaction, payment or rejection, or other billing issue is in error, or that you have been advised something by us in error, please contact our customer service centre by phone (08 8380 8609) or email
Billing / transaction related dispute: (accounts@ppetual.com.au)
General related disputes: (customercare@ppetual.com.au)
We may require copies of your personal or banking information (such as bank statements) to be forwarded to us to properly investigate your dispute. We may be unable to resolve your dispute if this information is not provided.
Credits to Your Account
If we apply a credit to your account, you will be able to use the credit for purchasing products only. Credits are not redeemable as cash.
If your account balance is in credit, any orders you place will be deducted from this amount. Once your account returns to a nil balance, any future orders or remaining amount will be debited from your credit/debit card account bank account (if applicable).
Cancelling Your Account
You are able to cancel your account with us at any time by calling our customer service centre. No cancellation fees or minimum contracts apply.
You will be required to pay for all received orders, plus any orders for the next day should you not cancel your order before 12pm local time.
Any outstanding amounts will be debited as per your normal billing cycle.
Changes to Terms and Conditions
We reserve the right to amend these terms and conditions at any time without notice. Any amendment will come into effect from the time the amended terms and conditions are posted on the website. If you use this website or place an order after any amendment you agree to be bound by and comply with the amended terms and conditions. Accordingly, you should read these terms and conditions from time to time for changes.