Terms of service
TERMS & CONDITIONS
This website ("hgourmet.com.my") is operated by H Gourmet Sdn. Bhd., a company incorporated in Malaysia. Reference to the term “hgourmet.com.my” shall include access to this website via desktop, laptop, mobile devices and/or any other device capable of connecting to the Internet. The terms "we", "us", "our" and "H Gourmet" refer to H Gourmet Sdn Bhd (hereinafter " H Gourmet ").
The term "you" refers to the customer visiting the website and/or ordering through us on this website, or through our Customer Support agents.
SECTION 1: MINI BUFFET & CATERING
MINI BUFFET & CATERING
All items, menus and confirmations are subjected to availability on first-come-first-served basis
All items, menus and prices are subjected to changes or withdrawal without prior notice at the sole discretion of the company
Food best consumed within 3 hours (with warmers) / 1 hour (without warmers)
For mini buffet, food will be served in microwavable containers
Full set of disposable wares & serviettes provided
All prices quoted are exclusive of GST (or handling charges for order below RM3000)
A 10% service charge is applicable on all orders with buffet setup
Menus & prices quoted in brochure are subjected to change
Catering Portion:
For every order, H Gourmet will provide up to 10-20% extra from the actual pax order. Example:
Food: 6 type canapés food = 6 x 50 pax + 20% extra = 360 pieces
Disposable Cutlery: 50 pax + 20% extra = 60 pax provided
Kindly order your food as per the suggested portion size to ensure your guests are filled and satisfied.
BENTO
Minimum order quantity for each bento category applies accordingly (refer to each menu for required quantity).
Bento packages are not entitled to further discounts or promotions.
Individually packed disposable cutleries & serviettes will be provided.
All Bentos are packed in disposable plastic bento boxes (with the exception of Executive Bento)
Upgrading to sustainable bagasse ware is subject to availability and surcharge.
Food is best consumed within 1 hour upon delivery.
Order must be placed 2 working days (48 hours) before 12 noon in advance excluding Saturday, Sunday & Public Holiday prior to the delivery/self-collection date.
DELIVERY CHARGES
We deliver to most areas in Johor Bahru. Kindly contact us to confirm your delivery address and any additional fees that may apply. Delivery will be managed by our in-house team or third-party delivery service, subject to availability. Actual delivery time may vary 30 minutes before or after the stipulated delivery time. No manpower will be provided for food arrangement. If you require any special arrangements, please inform us in advance, and additional charges may apply.
BUFFET SETUP CHARGES
The concept of a service charge is not new as it is commonly levied in hotels, restaurants and cafes. Like all establishments in the Food & Beverage industry, Catering is service based. The implementation of a 10% service charge will cover administrative and processing costs of waste management, labour and equipment setup.
Unfamiliar to many, considerable resources are spent on:
Procuring and maintaining buffet equipment (ie. table skirting is washed after every usage, food warmers are cleaned after each event etc)
Manpower and disposal charge to collect and process food waste,
Labour cost for delivery and setup of each order
While we have been absorbing this cost for years, rapidly rising overheads and cost of labour has proven to be demanding for us to continue to do so.
SALES ORDER CONFIRMATION
Order will be processed once we receive a 50% deposit of the total bill.
Any amendments must be made at least 2 working days prior to the event date. For amendments made less than 2 working days, a handling fee may applies
For buffet orders,
Food best consumed within 3 hours (with warmers) / 1 hour (without warmers)
Any damages to the equipment will be charged accordingly
Buffet set-up at any landed property will be done at ground level
All requests for collection the following day after event will be chargeable at RM100 – RM200 per trip
For bento orders,
Food is best consumed within 1 hour from delivery
Table for food and warmer is NOT provided
PAYMENT METHODS
All payments have to be made in full at least 2 working days before an event.
A 3% administrative charge will be levied for payments by credit & debit cards. The prevailing GST is chargeable on top of the administrative charge.
All self-collection orders and delivery to non-residential addresses must be paid in full in advance.
CANCELLATION OF ORDER
Kindly contact our sales representative at least 3 working days before the event date for any cancellation. The following charges will apply:
50% of the total bill will be charged for cancellation made 1 working day (after 12 noon) prior to event date
100% of the total bill will be charged for cancellation made on the day of the event
An administration fee of RM100 is applicable should there be a need to process the refund upon customer’s withdrawal of the event booking once prepayment has been made
All refunds will require 45-60 days to be processed
SECTION 2: MEAL PLAN
ACCEPTANCE AND CONFIRMATION OF ORDER
Customers may place an order on the website. The process for placing an order is as follows:
• Choose your products and add them to cart
• Validate the contents of the cart
• Provide information regarding the client personal details
• Indicate pick up dates and time
• Indicate remarks as well as preferred payment method
• Accept the General Terms & conditions
• Confirm the order
• Validate payment
Customers can see the different stages of the order details and the total price and may correct any errors before confirming his/her order, thereby expressing his/her acceptance. Payment for the price of the products makes the order final and no amendment of the order may be entertained by or taken into consideration by H Gourmet thereafter. Conclusion of the order is only effective after confirmation of the order by the vendor. H Gourmet Sdn Bhd confirms the order by sending an email to the email address provided by customers. H Gourmet reserves the right to cancel or refuse to accept any order from a customer with whom there is a dispute concerning payment of a previous order or who presents any form of risk. Any information given by the customer remains his/her sole responsibility and any anomalies generated by him/her may not be borne by H Gourmet nor shall be liable for any loss or damage occasioned thereby if it becomes impossible to carry out the order and achieve a successful outcome.
PAYMENT
Any transactions or purchases online can be made via FPX, debit & credit card (MasterCard and Visa). All payments have to be made before your purchase can be delivered. When paying by card, if you have insufficient funds in your account or the card declines - the purchase will not go through.
For direct transfers, your meals will only be delivered once the transfer has been completed.
If you cannot pay using the methods above, please contact us on +601116185006 and we can try organising a solution for you.
EXCHANGE POLICY: REFUNDS/CANCELLATIONS
We strongly believe in customer satisfaction, and we want you to be fully satisfied with your purchase. We provide you a wide variety of meals to choose from so please order your meal plan carefully. After placing your order, please review your order and contact us immediately (within one hour) if a mistake has been made. We may be able to correct any errors in the order process prior to delivery. we strictly impose a non-cancellation and non-refundable on items sold & delivered. H Gourmet Sdn. Bhd. shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for an exchange, cancellation and refund, please notify us within 24 hours upon receiving the Products. We will revert the procedures in respect of request. Any request after 24 hours will not be entertained.
Exchange, cancellation, and refund is subject to our discretion.
Exchange, cancellation or refund of products can ONLY be arranged under the following reasons:
If any Product has been delivered in a damaged or defective condition; or
If the wrong Product which is different from the Order is delivered.
Payment issues:
If it is a duplicate or double payment
If a Product which was ordered and invoiced is not included in the delivery, H Gourmet shall replace the products or refund the Customer the value of that Product.
If any Product which was not included in the Customer's Order is delivered to the Customer, H Gourmet shall collect the Product from the Customer.
All refunds will be made via bank transfer direct to the Customer’s bank account within 14 business days.
If the meal you receive is different to what you purchased online, is damaged, or is otherwise not as expected, please contact us immediately on 011-1618 5006 or email us at hello@hgourmet.com.my
UNAVAILABILITY OF PRODUCTS
H Gourmet reserves the right to change the product range at any time and from time to time. Certain offers may have a restricted period of validity that will be indicated for each product or product range. H Gourmet undertakes to honour orders received on the website only within the limits of available stocks. In rare cases, a product that is shown as available on the website may become unavailable after definite registration of the order. If one or several products ordered become(s) unavailable within the time indicated, H Gourmet to inform the client of this fact as quickly as possible by email.
The order shall be automatically cancelled, and the client is reimbursed within 14 days at the latest following full settlement of the amount paid, except where the client expressly wishes to replace his/her order to a substitute product advised by H Gourmet. Customers agree and acknowledge that no penalty shall be applied for such cancellations and that subject to the above, receipt of reimbursement of the amount paid by them shall be conclusive, and customers waive all rights to claim any penalty or other costs from the vendor.
INTELLECTUAL PROPERTY
The copyright, patents, trade marks, registered designs and all intellectual property rights in the website, services and web contents shall vest in and remain with H Gourmet Sdn Bhd. The trademarks, logos and service marks (“Marks”) displayed on this website are the property of H Gourmet or other third parties and all rights to the Marks are expressly reserved by H Gourmet Sdn Bhd. You are not permitted to use any of the Marks without the prior written permission of H Gourmet Sdn Bhd or such third party.
H Gourmet Sdn Bhd reserves all their rights to enforce their intellectual property rights to the fullest extent of the law. The name “H Gourmet” or any other Marks may not be used in any way, including in any advertising or publicity without prior written permission of H Gourmet Sdn Bhd.
PROHIBITION OF SALES OUTSIDE THE NETWORK
The products are intended to be sold exclusively through our distribution networks. It is therefore strictly prohibited to buy products for resale purposes outside of our networks through websites. Over and above an infringement of our brands and the integrity of H Gourmet products, such acts may involve the legal and criminal liability of their perpetrators, where appropriate.
CHANGE IN TERMS AND CONDITIONS
The Company may change the whole or any part of these Terms and Conditions and/or the Materials on the website at any time and from time to time in its discretion for any reason or for no reason without need for any prior notice to you. Any changes will be notified to you via a suitable announcement on the Website.
Any announcement on a change of the Terms and Conditions will operate as notice to you as a user of the Website. If you do not wish to accept the new Terms and Conditions, you should discontinue use of the Website immediately. Your continued use of the Website will indicate your agreement to be bound by the new Terms and Conditions as they come into effect.
APPLICABLE LAWS AND JURISDICTION
The Terms of Use are governed by and shall be construed in accordance with the laws of Malaysia. By accessing this website, you hereby consent to the exclusive jurisdiction and venue of courts in Malaysia, in all disputes arising out of or relating to the use of this website. Use of this website is unauthorized in any jurisdiction that does not give effect to all provisions of the Terms of Use, including, without limitation, this paragraph.
DELIVERY
Our delivery time stated is by approximation only and may vary. We will, at our capability, deliver the orders to the designated address. Correct and accurate addresses must be given when placing orders. H Gourmet will not be responsible or bear any cost if the address given is incorrect or inaccurate. Upon delivery, if you are not available to receive the food or no show, H Gourmet will not be responsible for second attempt delivery due to your unavailability. Extra delivery charges will be required for second attempt delivery.