Terms of Use

These terms apply when you use the Bitely website or app, or order meals through them. In these terms, "Bitely", "we" and "us" mean Bitely Pty Ltd (ABN 22 685 183 331) and Bitely Care Pty Ltd (ABN 85 699 765 752). "You" means the person using Bitely, or the person they are ordering for. By creating an account or placing an order, you agree to these terms.

1. How Bitely works

• Bitely is an online platform for ordering meals from independent local kitchens.
• Each kitchen sets its own menu, delivery days and order cut-off times.
• Your order confirmation and invoice show the business that supplies your order.

2. Our kitchens

Every kitchen on Bitely is an independent food business. Before a kitchen joins, we check its council food registration, Food Safety Supervisor certificate and insurance. Kitchens that serve home care (Support at Home) participants must also have their menu reviewed by a dietitian. We keep checking these while the kitchen is on Bitely. Each kitchen is responsible for preparing, packing and labelling its meals safely.

3. Your account

• Keep your details accurate and up to date, including your delivery address and phone number.
• Keep your login secure. You are responsible for orders placed from your account.
• If you order for someone else, you must have their permission or authority to do so.

4. Orders and payment

• Prices, delivery fees and any minimum order are shown before you pay. Prices may or may not include GST, depending on the kitchen. Your invoice shows any GST.
• You pay at checkout by card or another payment method we offer.
• If a kitchen cannot fulfil your order, we will tell you and refund anything not delivered.
• Items in your order are not swapped without your consent.

5. Funded orders (Support at Home and NDIS)

If part of your order is paid through a funding program, you pay your share at checkout and we invoice the rest to your provider or plan manager.

To limit unexpected out-of-pocket costs, we take the steps needed to confirm your budget with your provider or plan manager. We contact the person your provider nominates as the best contact for this.

When you place a funded order:

• Your funding details must be true and current. If they are not, for example you order without valid funding, you must pay the full price of that order.
• Your order must be within the budget your provider or plan allows. If it is not, and the funded share is not paid as a result, you must pay the difference.
• If your provider or plan manager does not pay the funded share for any other reason, you are responsible for the unpaid amount. We will work through it with you and them first, take reasonable steps to recover it, and make allowances where appropriate.
• We may pause new orders on an account with unpaid amounts, after giving you notice.

6. Changes and cancellations

• You can change or cancel an order up to the kitchen's cut-off time.
• After the cut-off, your meals may already be in preparation and may not be refunded.
• Recurring orders continue until you change or cancel them.

7. Delivery

• Make sure someone can receive your meals, or tell us a safe place to leave them.
• If no one is home, your meals are left at your door or the place in your delivery instructions.
• Once delivered as instructed, your meals are in your care.
• Eat daily service meals on the day they are delivered.
• Store fresh and frozen meals straight away and eat them within the time shown on the item or by the kitchen.
• If your order does not arrive, contact us and we will put it right as soon as we can. Orders that cannot be delivered because of incorrect details may not be refunded.

8. Allergies and dietary needs

• Record any allergies and dietary needs on your account and keep them up to date.
• Allergens are listed on each menu item and flagged before you order. It is up to the person ordering to check them.
• Kitchens handle a range of ingredients, so we cannot guarantee any meal is free from a particular allergen.
• If you have a serious allergy, please contact us before ordering.
• Nutrition information is a guide. Dietitian reviews cover kitchen menus in general and are not personal medical advice.

9. Problems with an order

Tell us within 48 hours of delivery, with a photo if you can. Where something is wrong, we will replace the meal, refund it or give you a credit, as appropriate. Our meals come with guarantees that cannot be excluded under the Australian Consumer Law.

10. Feedback

We will ask for your feedback regularly, to help find meals that suit you and to improve our service. You can also rate your kitchen in the app at any time. Your feedback is shared with the kitchen.

11. Liability

Nothing in these terms limits your rights under the Australian Consumer Law. Where the law allows us to limit our liability, it is limited to supplying the meals again or refunding what you paid for them, and we are not liable for indirect losses. If loss is caused by you, including by giving us inaccurate allergy or funding details, you are responsible for it.

12. Suspending accounts

We may suspend or close an account that is misused, has unpaid amounts, or is used to treat our team, kitchens or drivers disrespectfully. We will give notice where we can.

13. Privacy

Our Privacy Policy explains how we handle your personal information.

14. Changes to these terms

We may update these terms. We will post the new version here and tell you about any major change. If you keep using Bitely after a change, you accept the updated terms.

15. General

These terms are governed by the law of Victoria. Our full Terms of Use set out these terms in more detail and apply if there is any difference.

Contact us: Email info@bitely.com.au or call 0485 085 055, Monday to Friday, 11am to 8pm.

Read the full Terms of Use.