Refunds, Cancellations & Order Issues

1. Our approach

Meet at Door connects you with local butchers for fresh meat delivery and pickup in Auburn, NSW.

If something genuinely went wrong, we’ll make it right. At the same time, many products are fresh, perishable and cut or prepared specifically for your order, so a change of mind is not treated like returning a non-perishable retail item.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

This page explains how cancellations, missing items, quality issues and refunds usually work. It is not legal advice.

2. Cancelling an order

Cancellation depends on where your order is up to — not on a hidden fee for the butcher simply accepting it.

• Before the butcher accepts, or after they accept but before preparation has started: you can cancel in the app. We normally release the payment hold or refund the full amount, including applicable delivery and small-order fees.
• Once preparation has started (cutting, mincing, marinating, weighing or packing for you): change-of-mind cancellation is no longer automatically refundable. You can still request cancellation. We or the store will review exceptional circumstances.
• After the driver has picked up the order, or while it is out for delivery: we do not offer a normal change-of-mind cancellation. Genuine product, fulfilment, delivery or consumer-guarantee issues can still be reviewed.

3. When a store or Meet at Door cancels

If a butcher or Meet at Door cannot fulfil an order for reasons that are not your fault — for example unavailable stock, the store unexpectedly closed, a fulfilment or system failure, no viable delivery, or a food-safety concern — we refund or release the affected amount.

If the whole order is cancelled because we or the store cannot provide it, you should not pay for it. We refund or release the full customer charge, including applicable delivery and small-order fees.

4. Missing or unavailable items

Butchers must not silently swap an item for something else.

If an item is out of stock, we remove it from the order (or, if a substitute is offered, only after you agree). You are not charged for a removed item, or you receive the applicable refund. The rest of the order continues where that is still reasonable.

We do not cancel the whole basket just because one item is unavailable, unless the remaining order is impractical, you ask us to cancel where that still applies, or fulfilment is otherwise impossible.

5. Substitutions

We never make a materially different substitution without your approval.

If a butcher proposes a replacement, you should see the original product, the proposed product, quantity or weight, and any price difference. You can accept or decline.

If you decline, or you do not respond in the operational window, we do not assume consent. The unavailable item is removed and its charge is adjusted or refunded.

6. Variable-weight products

Fresh butcher products can naturally vary slightly in packed weight. Some items are sold by the kilogram.

You ultimately pay for the actual packed weight at the displayed unit price, using the same packed-weight and payment authorisation system shown at checkout. For example, if you ordered about 1 kg and the butcher packed 940 g, the final amount reflects 940 g.

If packed weight is slightly above what you requested, we use the existing authorised payment buffer. Amounts above that authorised maximum need your approval before we capture extra.

7. Wrong or missing items

If an item shown on the completed order was genuinely not delivered, we refund that item’s amount or provide another appropriate remedy. We do not automatically refund the entire order. Delivery fees usually stay in place when the rest of the order was delivered successfully. We can take a different approach where a missing item defeats the purpose of the order, or where Australian Consumer Law requires it.

If you receive a materially different item from what you ordered, report it as a wrong item. Possible remedies include a refund of the affected item, a replacement or redelivery where practical, or another appropriate remedy.

We do not automatically require you to physically return fresh or raw food. Photos of the received item, packaging and butcher label help us investigate quickly. We will not use evidence requirements to unlawfully deny consumer rights.

8. Freshness, quality and food safety

Please report fresh-food quality or safety concerns as soon as reasonably possible after delivery. Photos of the product, packaging and label can help us investigate quickly.

Do not consume the product if you believe it may be unsafe.

Examples include spoiled product, an unusual or off smell suggesting spoilage, an unsafe temperature concern, leaking or seriously damaged packaging, contamination, or product that appears unfit to eat.

We may ask you to report these issues promptly so we can investigate while evidence is still available. That is a practical request, not a hard cut-off, and it does not end your consumer-guarantee rights after a set number of hours.

Serious food-safety complaints are escalated to our team.

9. Delivery issues

We may aim for delivery within about an hour where that is displayed, but actual timing can depend on butcher preparation, demand, traffic, driver availability, delivery capacity and other operational factors. An estimated time is not a guaranteed SLA.

If food arrives safely and in acceptable condition but later than estimated, we do not automatically refund the merchandise. We may refund the delivery fee or make another goodwill adjustment depending on the circumstances.

If delay materially affects food safety, or is a serious service failure, we escalate it for an appropriate remedy.

If driver or platform handling causes package rupture, contamination, unsafe handling, a serious temperature problem or product damage, you should receive an appropriate remedy for affected items. If the entire order is unsafe or unusable because of a Meet at Door delivery failure, a full-order refund including relevant fees may be appropriate.

10. Customer unavailable / incorrect address

Fresh meat should not sit unattended. Someone should be available at the delivery address. We do not leave fresh meat unattended unless our platform rules allow it, you have authorised it where required, and it can be done safely.

The driver will arrive, attempt normal delivery, try to call or message you, and wait a reasonable time (about 10 minutes unless a different operational wait is configured). If we cannot contact you and cannot complete delivery safely, the delivery may be marked failed because the customer was unavailable. Because the food is perishable and costs may already have been incurred, a change-of-mind style full refund is not automatic. We review exceptional cases.

If you supplied an incorrect or incomplete address, the driver will try to contact you. If a correction or redelivery is practical, it may attract any additional delivery charge we disclose. If delivery cannot reasonably be completed because of the address you provided, prepared perishable merchandise is not automatically refundable. We may make a reasonable exception.

11. Change of mind

Meet at Door does not normally provide refunds simply because you changed your mind, ordered too much, no longer want the product, found it cheaper elsewhere, or dislike a product that matches its description and is of acceptable quality.

That does not affect your rights where a product is faulty, unsafe, incorrect, or otherwise does not meet consumer guarantees.

If you chose a preparation or cut (for example thin slices) and the butcher did not follow that confirmed instruction, the issue is eligible for review. If the butcher followed the instruction you selected and you later prefer something different, that is generally a preference or change of mind, not an automatic refund.

12. How refunds are paid

Default monetary refunds go back to your original payment method through Stripe.

We do not force store credit instead of a monetary refund where you are legally entitled to a refund.

Once a refund is processed by Meet at Door, the time it takes to appear in your account depends on your bank or payment provider.

For a partial item problem, we normally refund or adjust the affected merchandise only. If the delivery service itself was successfully supplied, the delivery fee is not automatically refundable. If the entire order fails because of Meet at Door, store or delivery fault, we refund applicable order fees. Admin can refund all applicable charges where a major service failure makes the whole transaction unusable.

13. Promotions and discounts

Refunds never convert promotional value into cash profit. If a discount applied, the refund is based on the amount actually attributable to the affected item or order after that discount.

We do not refund more than you actually paid for the relevant part of the order.

If a genuine problem causes a refund on a first-order promotion, we will not automatically punish you by permanently taking that promotion away. Our team can restore eligibility where that is fair.

14. How to report a problem

On eligible orders, use Report an issue. You can tell us about a missing item, wrong item, quality issue, food-safety concern, damaged packaging, weight or price issue, delivery issue, preparation or cut issue, or something else.

Include the order, the affected item if you can, a short description, and photos where they help. You can also tell us the outcome you would prefer.

We will show you the status of your request, such as submitted, under review, waiting for more information, approved, resolved or declined.

You can also email support@meetatdoor.com.au with your order number.

15. Australian Consumer Law

Australian Consumer Law consumer guarantees apply to goods and services sold to consumers, including that goods are of acceptable quality, match their description, and are fit for any disclosed purpose, and that services are provided with due care and skill.

A store policy cannot take away those rights. We do not claim that you have no refund rights merely because food is perishable.

You are not automatically entitled to a refund only because you changed your mind. You may be entitled to a repair, replacement, refund or other remedy if a product or service fails to meet a consumer guarantee, including where there is a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

16. Contact us

For help with an order, open a support request from your account or email support@meetatdoor.com.au.

We have not published a legal entity name, ABN or street address on this page because those details are not confirmed in our public business settings. We will add them when they are verified.