DJ Nonna's Refund Policy

1. General Overview Because DJ Nonna’s Pizzeria provides custom event catering, live entertainment, and perishable goods, we do not accept "returns" in the traditional sense. This policy outlines the conditions under which refunds, partial refunds, or credits may be issued. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

 

2. Booking Deposits

• To secure your event date, a non-refundable deposit is required at the time of booking.

• This deposit covers administration, the blocking of your date (turning away other potential clients), and initial event preparation. Under normal circumstances, this deposit is strictly non-refundable.

 

3. Cancellations by the Client If you need to cancel your booking, the following refund structure applies to any funds paid:

• More than 30 days prior to the event: The non-refundable deposit is forfeited. Any additional payments made toward the final balance will be refunded in full.

• Between 14 and 30 days prior to the event: A 50% cancellation fee of the total booking cost applies. Any remaining balance paid above this 50% threshold will be refunded.

• Less than 14 days prior to the event: No refunds will be issued. At this stage, wholesale ingredients have been ordered, staff have been rostered, and logistics are finalized.

 

4. Rescheduling If you need to postpone your event, we require a minimum of 21 days' notice. We will make every effort to transfer your booking and deposit to a new, mutually agreeable date within 6 months of the original booking. If a new date cannot be agreed upon, the standard cancellation policy applies.

 

5. Cancellations by DJ Nonna’s Pizzeria In the highly unlikely event that we are unable to fulfill our catering and entertainment obligations due to circumstances completely beyond our control (such as major mechanical failure of the commercial van, sudden severe illness, or extreme weather events like catastrophic fire danger ratings), we will notify you immediately. In these instances, you will receive a 100% full refund of all monies paid, including the deposit.

 

6. Service and Quality Guarantees (Issues on the Day) We pride ourselves on delivering high-quality wood-fired pizzas and premium entertainment. If you experience an issue with our service or food quality during your event:

• Immediate Notification: You must bring the issue to the attention of our lead staff member on-site immediately so we have the opportunity to rectify the problem during the event.

• Post-Event Complaints: If an issue could not be resolved on-site, complaints must be submitted in writing within 48 hours of the event concluding.

• Assessment: We will assess feedback on a case-by-case basis. If we determine that we failed to meet our service obligations or that the food provided was fundamentally flawed, we may offer a partial refund or credit at our discretion, in accordance with your rights under the ACL. We cannot offer refunds for food that has been entirely consumed or for issues raised long after the event has concluded.

 

7. Refund Processing Approved refunds will be processed within 5-7 business days using the original method of payment.

 

8. Contact Information To discuss a cancellation, reschedule, or service issue, please contact us at:

 

Email: stevie@djnonnas.com.au

 

Phone: 0423 304 122