1. About this Policy

ZingaMenu is an online ordering, bookings and gift card platform operated by Aspire Payment Pty Ltd trading as Zinga Pay (ABN 56 662 218 331) (“Zinga Pay”, “we”, “our”, “us”). The platform enables participating Australian hospitality merchants (“Merchants”) to publish menus and accept online orders, table bookings and gift card purchases from customers (“you”, “Customer”).

Zinga Pay is a technology and payment facilitation service. Zinga Pay does not prepare, serve, deliver or supply food, beverages or any other items. The Merchant is the seller of all goods and services ordered through the platform and is solely responsible for the supply, quality and delivery of those goods and services. This policy explains how cancellations and refunds work across the platform.

This policy applies in addition to each Merchant’s own published terms (where applicable) and the Zinga Pay Privacy Policy, Delivery Policy and Liquor Sales Policy.

2. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. Where the ACL applies, you are entitled to a remedy (replacement, refund or repair) for a major failure and to compensation for any other reasonably foreseeable loss or damage.

3. Order Cancellation

Food and beverage orders. Once an Order has been submitted and payment authorised, the Merchant is notified immediately. Once a Merchant has accepted the Order or commenced preparation, the Order cannot be cancelled and you remain liable for the full Order amount.

Where preparation has not commenced, you may request cancellation by contacting the Merchant directly using the contact details displayed on the venue page. Cancellation in this window is at the Merchant’s discretion and is not guaranteed, subject to your rights under the ACL.

Scheduled pickup and pre-orders. Where you place an Order for a future pickup or delivery time, you may request cancellation up to the point the Merchant commences preparation. After preparation has started, the Order is non-cancellable.

Platform-initiated cancellations. Zinga Pay or the Merchant may cancel an Order where, for example, an item is unavailable, the Merchant is unable to fulfil the Order, payment cannot be processed, the delivery address falls outside the Merchant’s serviceable zone, or where required by law. Where an Order is cancelled in these circumstances, you will be refunded in full to the original payment method.

4. Refunds

Eligibility. Refund decisions for completed Orders are made by the issuing Merchant, subject to the ACL. Where you believe a refund is warranted — for example, the Order was not received, items were missing, items were incorrect, items were spoiled, or items were unsafe — please contact the Merchant directly using the contact details displayed on the venue page.

How refunds are processed. Approved refunds are processed back to the original payment method. Refunds typically appear in your account within 5 to 10 business days, depending on your card issuer or bank. We are not responsible for delays caused by your card issuer or bank.

Refund confirmation. Where a refund is approved you will receive a confirmation by email or SMS notifying you that the refund is being processed.

Partial refunds. A partial refund may be issued where only part of an Order is affected.

5. Bookings and Deposits

Where a Merchant requires a booking deposit, the deposit is collected at the time of booking via Zinga Pay’s payment provider. The Merchant’s specific cancellation policy (including any non-refundable deposit, no-show fee, or pre-authorisation hold amount) is displayed at the time of booking and must be agreed to before the booking is confirmed.

Where you do not arrive, cancel late, or fail to honour the booking, the Merchant may apply the published cancellation fee or retain the deposit, except where prohibited by the ACL. Disputes regarding deposits or cancellation fees should be directed to the Merchant in the first instance.

6. Gift Cards and Vouchers

Gift cards and vouchers purchased through ZingaMenu are:

• Redeemable only at the issuing Merchant and only for the products and services offered by that Merchant

• Valid for a minimum of three (3) years from the date of issue, in line with applicable Australian state and territory gift card legislation

• Not redeemable for cash unless required by law

• Non-refundable except where required by the ACL or applicable state legislation

• Treated as cash if lost, stolen, damaged or destroyed (Zinga Pay is not responsible for replacement)

• Non-transferable to any other Merchant on the platform

Where the issuing Merchant ceases to trade, the holder’s rights are governed by the ACL and applicable insolvency law. Zinga Pay is not liable for unredeemed gift card balances at a Merchant that has ceased trading.

7. Failed or Disputed Transactions

If a payment was authorised but no Order was received, the Order failed at the Merchant’s end, or you believe a transaction was unauthorised:

• 1. First, contact the Merchant directly using the contact details on the venue page

• 2. If unresolved, contact Zinga Pay support at [email protected] with the Order reference and a description of the issue

• 3. You retain the right to raise a chargeback with your card issuer in accordance with their rules

Zinga Pay will work in good faith with the Merchant and the relevant payment provider to investigate disputed transactions promptly.

8. Venue Closure or Service Disruption

Where a Merchant is unable to fulfil an Order due to unexpected closure, equipment failure, or a force majeure event (such as fire, flood, natural disaster, power outage, or government direction), the Order will be cancelled and refunded in full to the original payment method.

9. Contact

Platform-related issues: [email protected]

Order, refund, booking, or gift card issues: contact the issuing Merchant directly using the details on their venue page

For ACL-related enquiries you may also contact the ACCC at www.accc.gov.au or your state or territory

consumer affairs office.

Zinga Pay · [email protected] · getzinga.com.au · Document generated 19 May 2026