EatFirst | Terms & Conditions

Confirmation of your pantry order

EatFirst will send you an order placement confirmation by email with a 7-digit order reference number to confirm that your order has been received by Eatfirst and sent to the supplier for confirmation. Your order is not confirmed until the supplier confirms the order. At this time, if you have paid on credit card, your card will be charged. You will receive a payment confirmation by email with your tax invoice attached.

If both a payment confirmation is not received, your order is not accepted or confirmed.

The order will be delivered and prepared as per the details in this order confirmation email. Please note that your order will be delivered as soon as possible by the supplier. It is the customer's responsibility to review the details of your order and notify EatFirst of any omissions or corrections.

Order modification by supplier

If one or more items from your order are out of stock, the supplier will submit a ‘modification request'. You will receive this request by email, and at this time can decide to accept or reject the request. Should you accept the request, the order will be confirmed with the new QTYs & values. Should you reject the request, the order will be cancelled.

Supplier minimum order values and below minimum fees will be recalculated after the order is modified by the supplier. Should a below minimum fee increase or be added to the order, the customer has the choice to accept the fee or cancel the order. No cancellation fee will be applied for orders cancelled post supplier modification.

Changes to your pantry order

Changes made within 72 hours prior to delivery may not be accepted.

EatFirst will do its best to facilitate changes made with short notice, however, charges may be incurred. When a change is requested on your order, EatFirst will resend you your order confirmation reflecting the change and indicating the order is updated.  More than 3 changes to an order may incur additional fees.

Order cancellation

All cancellations are required in writing (email) or submitted through EatFirst’s online platform.

Changes and cancellation of standing orders

Changes or cancellations to your standing orders must be made before 12pm the business day prior to delivery, and more time may be required for orders outside of capital city CBDs. All cancellations are required in writing (email) or submitted through EatFirst’s online platform.

Food allergies

Please be advised that EatFirst’s suppliers will do their best to ensure your catering does not contain any of the items to which your guest is allergic.Please be advised however that EatFirst’s suppliers cannot guarantee your order may not contain traces of the substances to which your guest is allergic.

EatFirst and its suppliers will not take responsibility for any illness caused through consumption of catering containing traces of these substances or food groups. We recommend the severely allergic guests supply their own food from a reliable source that can guarantee no cross contamination.

Pricing information

Please note all menu prices exclude GST. The 10% Goods & Services Tax is added to those items that incur GST at time of purchase. EatFirst will strive to maintain our prices, however, we reserve the right to alter prices without notice. EatFirst can only guarantee pricing on accepted orders for a maximum of 4 weeks.

EatFirst service fees

Please be advised that each order may incur a fee depending on how the order is placed, and the type of order placed. If the order is placed online no additional fees apply.

The additional fee is applied to the total value of the order. Please note that these amounts will be highlighted on any quotation issued, and all order confirmation documents, and they exclude GST. The fees in the quote or order confirmation exclude any damage waiver fees, lost equipment fees, credit card payment fees, and late payment fees.


For credit card orders, EatFirst will issue an invoice after payment has been made. The invoice will reflect the items and prices outlined within the confirmation email.  Invoices are issued by email based on the agreed payment type and invoicing frequency terms. Please refer to payment items below for more information.

Adjustments to your order post-delivery

In the event an order is missing any items, please notify EatFirst within 24 hours of the delivery and we will adjust your invoice or refund your credit card. We cannot guarantee an invoice will be adjusted if we are notified of an omission more than 72 hours after delivery.

Payment options

Customer payments shall be effected by way of cheque, electronic funds transfer (EFT), or our secure online credit card merchant facility. The customer's business account will be credited from the date a payment is received by EatFirst, other than in the instance when a cheque is used as the method of payment. Where the customer pays by cheque, the customer's business account will be credited by the amount of a cheque payment when the cheque is cleared.

Note: A deposit may be required on certain orders. Invoices are sent to your email address unless otherwise requested.

Credit card payment & fees

EatFirst accepts all major credit cards. Credit card payments will incur a fee. Orders paid with local (same jurisdiction as the order) credit cards will incur a 1.75% + 30c + GST merchant fee. Any orders paid with international cards will incur a 2.9% + 30c + GST merchant fee.

Payment terms

The customer undertakes to pay to EatFirst all amounts in the statement of account within 7 days of the date of issue of the Statement of Account, unless other terms have been agreed to.

Statements are emailed to your chosen billing address during the first week of each month. Payments by credit card are applied the day after delivery, however, we will apply a credit card preauthorization to hold funds up to the value of the order.

Late payments

Payment not received within 30 days from the due date on the invoice will incur a late payment fee. The late payment fee will be 2% of the order value per month.

Limitation of liability and disclaimer

To the extent permitted by law, EatFirst will have no responsibility or liability for: