Terms of service

1. The agreement

The "agreement" between us consists of:

• The written quote we send you (or our online booking confirmation), including date, time, location, package, guest count and pricing;
• These Terms of Service; and
• Any additional written instructions agreed by both parties (e.g. extra hours added closer to the event).

If anything in the written quote conflicts with these terms, the quote prevails for that booking.

2. Quotes & bookings

• Quotes are valid for 14 days from the date issued, unless we tell you otherwise.
• Your event date is held only once a deposit is received and we issue a written confirmation.
• Pricing assumes the event details supplied at quote time. Material changes (extra guests, longer hours, additional location) may attract a revised quote.
• Public/school holiday weekends, Christmas and New Year periods may attract a surcharge — this will always be shown on the quote.

3. Payment & deposits

• A non-refundable deposit (typically 25% of the quoted total) is required to secure your date.
• The balance is due no later than 7 days before the event, unless your quote specifies different terms.
• Accepted payment methods: bank transfer (EFT), card payment via our secure payment provider, or other methods listed on your invoice.
• We reserve the right to cancel a booking if the balance is not paid by the due date — in which case the deposit is forfeited.
• Late payment may incur a reasonable administrative fee.

4. Cancellations & rescheduling

Plans change. Here is how cancellations work:

• More than 30 days before the event: deposit is retained; remaining payments (if any) are refunded in full.
• 14–30 days before the event: deposit retained, plus 25% of the remaining balance.
• Less than 14 days before the event: 100% of the booking total is payable.
• Reschedule to a new date within 12 months: we'll move your deposit to the new date wherever possible. One reschedule per booking; subsequent reschedules may incur a fee.

5. Weather & force majeure

Our van trades in light rain — we'll always make the call together. Where extreme weather (severe storm warnings, flooding, bushfire risk), road closures, public health orders, or other events outside our reasonable control prevent us from attending:

• We will reschedule your event for a mutually agreed date with no penalty.
• If a reschedule isn't possible, we will refund all amounts paid, less any documented costs we've already incurred.

6. Site access & setup

• You are responsible for telling us at quote time about parking, vehicle access width, ramps, lifts, stairs, surface (grass/sand/gravel) and proximity to power.
• We need a flat, accessible area approximately 3.5m × 6.5m for the van plus service queue space.
• We require standard 240V power within 15m, or a generator we provide on request.
• If any required permits, council approvals or venue permissions are needed (e.g. parks, public spaces), it is the customer's responsibility to organise these unless agreed in writing.
• Where we arrive and the venue does not match the access details supplied and service is delayed or impossible, the booking total remains payable.

7. Service period & menu

• Booked hours are service hours. Set-up and pack-down are in addition and do not reduce service time.
• If a service queue extends past the booked end time and you'd like us to keep serving, an extension fee may apply (charged in 30-minute blocks).
• Menu items, toppings and packaging may be substituted with a comparable alternative if a supply issue prevents us from offering the original.
• Quantities listed on quotes (e.g. "up to 200 servings") are based on a standard portion size. Larger portions or unusually long queues may result in earlier sell-out.

8. Allergens & dietary information

Our soft-serve and toppings are prepared in a shared mobile kitchen environment. While we offer dairy-free, vegan and gluten-free options on request, we cannot guarantee zero cross-contact with milk, soy, nuts, gluten, egg or other allergens. Guests with severe allergies should always check with our staff on the day before ordering. You agree to share dietary requirements with us at the time of booking so we can plan accordingly.

9. Liability

• Aarav Ices carries public liability insurance and food safety accreditation — certificates are available on request.
• We are not liable for damages, injuries or losses caused by the negligence of guests, third parties, or matters outside our control.
• Our total liability for any claim arising out of a booking is limited to the amount you have paid for that booking.
• Nothing in these terms excludes any rights you have under the Australian Consumer Law that cannot lawfully be excluded.

10. Photos & promotion

We may take photos of our van, set-up and food at your event for marketing purposes. We do not photograph guests intentionally, and we will never publish a recognisable image of a guest (especially children) without your prior written consent. Let us know in advance if you'd prefer no photos at all and we'll honour that.

11. Governing law

This agreement is governed by the laws of the State of Queensland, Australia. Any dispute will be dealt with by the courts of Queensland. We'll always try to resolve issues through a friendly conversation first — please contact us before escalating.

12. Contact us

Questions about these terms or your booking?

• Email:enquiries@aaravices.com.au
• Phone:0433 145 531
• Post: Aarav Ices, Spring Mountain QLD 4300