Pucka Store App Terms & Conditions

AAFCANS GENERAL TERMS & CONDITIONS FOR:

• AAFCANS APP & LOYALTY
• PLATFORM
• ONLINE ORDERING PUCKAPUNYAL
• ONLINE CATERING ORDERS

ACCEPTANCE

Your access to and use of AAFCANS app is subject exclusively to these Terms and Conditions. You will not use the AAFCANS app platform for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the app and online ordering platform, you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the platform. AAFCANS’ frequently asked questions (FAQ) forms part of these terms and conditions.  The FAQ provides customers with self-help support, details and solutions to terms referenced in our terms and conditions.

Access to the AAFCANS app, loyalty platform and online orders is available to select ADF bases. Some features may also be limited or not offered at your location.  AAFCANS reserves the right to change, alter or create additional terms, conditions, fees and charges where needed and without notice to manage the provisions offered within the app and within the online ordering facility.

FEES & CHARGES

Transaction fee: A fee of 2% will be applied to all transactions made using the app or online orders portal.  This represents the recovery of the third-party payment gateway charges incurred by AAFCANS and includes Pick-Up, Delivery and Dine-In orders.

Puckapunyal Family Store Delivery

Delivery Fee: A fee of $5.00 is applied for family store orders delivered on Puckapunyal base. Free delivery promotions may be in operation periodically.

PAYMENT OPTIONS

To place an order for Pick-Up, Delivery or Dine-in you must pay via the app or online portal. The payment gateway offers credit card (Mastercard, Visa card or debit card) or coupon options. No other payment methods are available in the app for online orders.

The ‘wallet’ feature provides additional payment options for in-store purchases; see the wallet information for further details.

FOR DELIVERY

To place an order for delivery you must choose the ‘delivery’ option at the start of the ordering process. AAFCANS can deliver to set delivery points on the base or nominated addresses on base. These options are displayed during the checkout process. More information about deliveries can be found in our ‘FAQ’.
Current store delivery days are: Monday to Friday with select timeslots.

DELIVERY TIME SLOTS:

Currently, our Family Store offers three timeslots for delivery.

Deliveries attract 1 hour notice period so we can select, pack and have your order ready for delivery. This means to place an order for 1000 order must be placed by 0900. If you miss this notice period requirement, you will be bumped to the next time period.

The delivery time may vary 10-15 mins from the selected time. If you have chosen for example, a 1000 delivery, the driver may take an additional 10-15mins to get to your stop. If you provide us with your mobile number in the order profile, then you should receive an SMS notification to let you know we have left the store and are on the way. 

Terms and conditions apply for deliveries, such as min age requirements for alcohol deliveries.

FOR PICK-UP / CLICK & COLLECT

Choose the ‘Pick-Up’ option at the start of the ordering process. Alternatively, you can change to pick-up by changing the order method which appears in the toolbar top-right of the website page. A transaction fee applies to all orders: see ‘Fees and Charges’. AAFCANS ‘Click-and-Collect’ orders are only available during store operational hours, as indicated in our marketing materials. 45 min notice period applies so we can pick, pack and make ready your order.

ALCOHOL DELIVERIES

ID is required for proof of age for deliveries containing alcohol (customers must be over 18 to accept alcohol delivery). Delivery can only be made to the customer
ordering the goods. Some LIA locations are not permitted to have alcohol delivered.

TOBACCO PRODUCTS

Due to compliance, tobacco products are not permitted for click & collect or delivery orders.

MINIMUM SPEND APPLIES TO DELIVERY

To place an order for delivery you must spend a minimum of $20 (which excludes alcohol products).  If you do not reach the minimum spend you will not be able to checkout and place an order. This applies to all delivery orders including those being processed with coupons as part payment. The minimum spend does not apply to click-and-collect orders or dine-in orders.

Puckapunyal Family Store
To place an order for delivery you must spend a minimum of $20 (excludes alcohol). AAFCANS offers door-to-door delivery for select areas on base, search the online store to view approved locations on base or download the delivery info from our website.

CHANGES TO ORDERS

You cannot make changes to your order once it has been processed and payment made. The order is sent directly to our team at the Puckapunyal Family Store for preparation. See our ‘FAQ’ for more information about orders, changes, cancellations, or substitutions.

ORDERS NOT EXECUTED OR COLLECTED ON TIME

(a) Goods not collected or delivered within the agreed time may spoil or be considered not-fit-for consumption under ‘food safety’ standards. If this occurs goods will be discarded, and no replacement or refund offered.

(b) Good not delivered on time due to no-one waiting for the collection will be returned to store for subsequent collection. Delivery charges applied to your order will not be refunded. Note:  Point (a) ‘food safety’, also applies.

(c) Goods delivered to an agreed drop-off point or ‘Google address locations on base’ are not permitted to be left ‘unattended’. You must meet the driver at the door or the delivery point within 2-3 minutes of the ‘designated time agreed’. The driver will call you if the delivery time has been operationally altered. Failing to greet the driver on time means the delivery run must continue and your goods will be returned to the store. The driver will not enter past the building threshold so please ensure you greet the driver to accept your delivery. Goods delivered may require ID for proof of age.

Note: Point (a) ‘food safety’, also applies.

More information about deliveries can be found in our ‘FAQ’ 

The sale of products such as alcohol must comply with local and federal law. You must be over 18 years to purchase and use/consume these products. You may be asked to show ‘ID’ upon pick-up or delivery of goods in these categories. Goods in these categories cannot be picked up or delivered to a third party. The ‘ID’ provided must match the customer placing the order.

1. Tobacco products are not permitted to be purchased via our online ordering or delivery platform.
2. Alcohol products cannot be delivered to some LIA areas on base.

STORE COUPONS

Store coupons can be offered for promotions and can be applied to a purchase of goods by you during the checkout process. They cannot be manually applied to your account after payment has been made. Please refer to the coupon promotional details for terms and expiry information.

WALLET

The wallet feature offered inside the app platform is an area where you can load/deposit money into your virtual wallet. This can be used to purchase goods at any ‘participating AAFCANS’. The remaining balance is shown within the app. You can only purchase goods to the value of the balance. When funds have been used you will need to top up your ‘wallet’ to continue using this service. See FAQ for more details.

STORE GIFT CERTIFICATES

You must treat gift certificates and promotional gift vouchers like cash. If a gift certificate/voucher is lost or stolen; it cannot be replaced. Due to the type of technology required for processing, these vouchers can only be used at participating AAFCANS canteen outlets. Gift certificates and promotional gift vouchers are not transferable for cash nor exchanged for an alternative option.

(a) GIFT CERTIFICATES

These vouchers are purchased in-store or via the app and are used to purchase goods within AAFCANS canteen.

Exclusion note: Unfortunately, the online ordering portal is a separate gateway and therefore ‘gift certificates and promotional vouchers’ cannot be used as credit or as payment for online orders placed within the app portal or via the online ordering website.
A service fee will apply to the gift certificate purchase as it is using the payment gateway.

(b) PROMOTIONAL GIFT VOUCHERS

These vouchers are issued by AAFCANS. The voucher can be used to purchase food, beverage and retail products from AAFCANS canteen but excludes tobacco products, alcohol, fuel, dry cleaning and military retail gear.  

PROMOTIONS or OFFERS

Special promotions may be offered to app or online ordering customers. Promotions that require you to activate, ‘redeem’ or ‘opt-in’ will appear in the ‘promo’s icon’ on the app home screen. Promotions made available online will be by way of entering a special code upon checkout or by choosing the promotional item and adding to cart. Some offers may be directly gifted to you and will appear in your ‘my vouchers’ and will not require you to opt-In to activate them.

STAMP CARDS

Loyalty stamp cards are provided in the app only. ‘Barcode keytag customers’ also have access the loyalty stamp cards and do not need to ‘Opt-in’. The stamp card is triggered by the presentation of the keytag at the point of purchase and by purchasing the target products relating to the offer.

When you purchase goods that are listed within this stamp card promotion you will receive a stamp credit. This will show as a star on the stamp card. When you have reached the stamp card milestone you will receive a reward which will automatically appear in your ‘my vouchers’ icon and a new card will automatically be created.

Some stamp cards are promotional and are available within a set timeframe. If you do not reach the milestone within the timeframe the stamp card will be void and no reward will be issued.

Some stamp cards are promotional and are available within a set timeframe. If you do not reach the milestone within the timeframe the stamp card will be void and no reward will be issued.

MINIMUM CATERING SPEND

• A minimum of $50 spend is required for delivery.
• Delivery Fee $15.
• No minimum spend for Pick-Up in-store.
• If you spend $100 or more the ‘delivery fee’ is waived.

CATERING ORDER TIME-FRAMES

Catering orders require a notice period of 48 hours. For timeframes less than 48 hours please contact your local AAFCANS to discuss. Order bookings can be placed up to 2 months in advance. All orders are subject to confirmation by AAFCANS. A team member will call you to confirm your event and details. Some products require a minimum of 7 days’ notice for ordering.

CATERING ORDERS / INVOICES

When you place an online catering order, a confirmation of this is sent via e-mail to you and your local AAFCANS canteen. The online generated value is provided as guidance only. Your local AAFCANS team will call and confirm details for your event which could impact the final value of the order. An in-store invoice will be generated requiring payment upon pick-up or payment on the day of your event via credit card. For customers that have a pre-existing catering account, the invoice sent to you is authorisation to bill your AAFCANS catering account.

CHANGES OR CANCELLATIONS TO ONLINE CATERING ORDERS

Our standard catering terms and conditions apply to online catering orders. All catering orders placed online, in-store, by e-mail or by phone may incur a surcharge if cancelled. This surcharge (if applied) is to help recover losses incurred by AAFCANS for products ordered or prepared for your event that cannot be ‘reasonably utilised’ within our operations. Please speak with your local AAFCANS Store Manager for cancellation information.

• PICK UP – Refers to orders picked up by you in-store at the canteen.
• DELIVERY – Refers to orders where goods are delivered to a nominated address on base (within the confines of AAFCANS delivery options offered for that base), or an AAFCANS kiosk or other facility where you have agreed to pick up the goods.
• DINE-IN – Refers to orders placed by you in-store via the app, paid for with the app platform and delivered to you in-store or to your table number.
• FAQ – Frequently asked questions.
  REASONABLY UTILISED – Refers to goods that can be used within the operations without loss to the operations.
• ADF BASES – Australian Defence Force Bases where AAFCANS has a directly operated canteen store.
• APP USERS – Customers using AAFCANS app.
• DELIVERY – The delivery option offered by AAFCANS at your base.
• ID – Identification that shows the person’s name and date of birth.
• GOOGLE ADDRESS LOCATIONS ON BASE – Refers to any addresses on base that are accurately referenced on Google Maps (and within the confines of AAFCANS terms of delivery).
• FOOD SAFETY – Standards AAFCANS applies to meet the minimum requirements for the safe storage and sale of cooked, chilled or prepared food and beverages.
• UNATTENDED – Goods left at the door or left at a drop off point (not left with the purchaser).
• DESIGNATED TIME AGREED – The time slot you agreed to upon at check out or the new time given by the store or driver.
• APP PLATFORM – AAFCANS app.
• PRIVACY POLICY – AAFCANS Privacy Policy Statement.
• REFUND – Refers to the return of monies via the same payment method used to order.
• MEMBERSHIP BARCODE KEYTAG – Refers to the keytag provided by AAFCANS to access the loyalty program and is designed for customers that cannot or do not wish to use the app platform.
• USER PROFILE – Refers to your profile within the app platform. Your profile for the barcode keytag to access the loyalty program is managed by AAFCANS.
• NOMINATED DROP-OFF POINTS – Refers to locations AAFCANS has approved for goods to be dropped off. This could be an AAFCANS outlet or a landmark on the base which AAFCANS and Base management have agreed as a meeting point for deliveries.
• PARTICIPATING AAFCANS – Refers to an AAFCANS outlet that has the technology or products to fulfil the service.
• WALLET – Refers to the feature within the app platform where customers can load funds and purchase goods with their loaded credit.