Order & Account Terms

Who you're dealing with

“Eat Ozzo” is the trading name for two related companies, one per counter. Your contract for any given order is with the company that runs the counter you ordered from. Both companies apply these terms identically.

Support for either counter: privacy@eatozzo.com.

Your account

You can use eatozzo.com without an account. Just walk up to either counter, or order as a guest. An account makes things faster and lets you see your order history.

To create one, sign in with Google or with your phone number (we'll text you a one-time code).

You're responsible for keeping access to whichever you used. If you lose the phone number or Google account, we may not be able to recover the Eat Ozzo account behind it.

To delete your account, email privacy@eatozzo.com. We'll wipe what we hold and forward the request to Square for the order records they hold.

Orders and pricing

Orders placed online are for pickup at our counters. We don't deliver from this site. (If you want delivery, find us on Uber Eats or DoorDash.)

Prices include GST. We try to keep online prices in sync with the counter, but if something's mispriced or sold out by the time your order lands with us, we'll call you and either refund the difference or sort an alternative.

We can refuse or cancel an order if something's clearly wrong: an impossible pickup time, suspected fraud, or a menu item that's gone out of stock mid-rush.

Payment

Payments go through Square's Web Payments SDK. Your card details (number, expiry, CVC) go straight from your browser to Square's servers. They don't pass through ours, and we don't store them.

We capture payment when you confirm the order, not when you pick it up. If we cancel an order before you collect it, we'll refund through the same card.

Pickup window

Your order is ready at the time we confirm in the order confirmation. We hold it at the counter for as long as we reasonably can, generally around 30 minutes past the pickup time.

If you're running late, give us a call (the number's in your confirmation) and we'll do our best. After a long no-show we may give the food away rather than throw it out; we'll try to reach you first.

Refunds and cancellations

You can cancel for a full refund any time before we start preparing your order, generally a few minutes after you place it.

After we've started preparing, refunds are at our discretion, but talk to us. We're reasonable.

If we got it wrong (missing item, wrong sandwich, food quality issue) let us know within 24 hours and we'll refund or replace it, your call.

Nothing in these terms limits your rights under the Australian Consumer Law. If a product isn't fit for purpose, you have the same consumer guarantees you'd have at any Sydney café.

Tips

Tips you add at checkout are optional, go to the team at the counter that made your order, and aren't refundable once the order is collected.

SMS and notifications

By giving us your phone number (at checkout or during one-time-code sign-in) you agree that we can send you:

• An order-ready text when your food's at the counter
• A one-time code when you sign in
• An order-related update if something changes (delay, sold-out item, etc.)

We don't send marketing SMS. Standard message rates from your carrier may apply.

Things you can't do

A short list of things that'll get an account suspended or an order refused:

• Abusive language or threats toward our staff
• Placing fake orders or orders with someone else's payment method
• Scraping or automated harvesting of the site
• Using the service in a way that breaks Australian law

Liability

To the extent allowed by Australian law:

• We're not liable for indirect or consequential loss (lost productivity, missed meetings, etc.)
• Our total liability for any order is capped at what you paid for that order
• Your contract is with the company that runs the counter you ordered from (see “Who you're dealing with” above)

As above, the Australian Consumer Law overrides this. Where the ACL gives you a right we can't lawfully exclude, you have that right.

Changes to these terms

We'll update the date at the top whenever this page changes. For material changes, you'll see a notice next time you log in or place an order.

Governing law

These terms are governed by the laws of New South Wales, Australia. If we end up in a dispute, it'll be heard by the courts of New South Wales.

Contact

privacy@eatozzo.com

Harmony Rug Haven Pty Ltd (ACN 673 862 498), trading as Eat Ozzo Pyrmont
ozzo foods pty ltd (ACN 687 970 181), trading as Eat Ozzo Marrickville

Last updated: 23 May 2026