Terms and Conditions

Eleven Inch Pizza Melbourne Pty Ltd · ABN 38 602 365 346

Effective date: 8 October 2026

1. About these terms

These terms apply when you order from Eleven Inch Pizza Melbourne Pty Ltd (ABN 38 602 365 346), trading as 11 Inch Pizza (“we”, “us”), 7A/353 Little Collins Street, Melbourne VIC 3000. They cover orders through our website www.11inchpizza.com.au, our ordering site order.11inchpizza.com.au, our AI chat assistant, by phone, by email and in store. Orders placed through delivery platforms such as Menulog are also covered by that platform’s terms.

Your rights under Australian Consumer Law. Our food and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights. Where these terms say something is not refundable, that applies only as far as the law allows.

How we handle your personal information is explained in our separate Privacy Policy.

2. Placing an order

When an order is accepted. Your order is accepted when you receive our confirmation (on screen, by email or by text). Until then we may decline it, for example if an item is unavailable or we are fully booked at that time.
Pre-orders through our AI chat must be for a time at least 5 hours ahead, within our opening hours. For sooner orders, use our ordering site or call us.
Catering and large orders (10 or more pizzas) should be placed at least 24 hours ahead.
Your details. Please give us a correct name, mobile number and full delivery address, including unit, floor and any building access instructions. We are not responsible for a failed delivery caused by wrong or incomplete details.
Age. If you are under 18, please order with the permission of a parent or guardian.
Menu and photos. Menu photos are a guide only. Ingredients, items and prices can change, and we may substitute an ingredient of similar quality if one runs out; we will contact you first if the change is significant.

3. Our AI ordering assistant

Our website chat (“Pizza AI”) is an artificial intelligence (AI) assistant, not a person. It can build a pre-order with you, answer common questions and pass other questions to our team.

The order summary is what counts. Before you confirm, the chat shows a summary with your items, total price, pickup or delivery details and time. Please check it carefully. Your order is the one in that confirmed summary, not anything said earlier in the chat.
AI can make mistakes. If the chat gets something wrong (for example an item, price or time), tell us as soon as you notice and we will fix it. If an obvious error slipped into a confirmed price, we will contact you before preparing the order and you can change or cancel it at no cost.
What the chat cannot do. It cannot give quotes, approve refunds, handle complaints or confirm that food is safe for an allergy. For these, it passes your question to our team, or you can call us on (03) 9602 5777.
Prices in the chat apply only to the order built in that chat.

4. Prices and payment

All prices are in Australian dollars and include GST.
Delivery orders have a delivery fee and a minimum order amount, which depend on your area and are shown before you confirm.
Card payments on our ordering site are processed securely by ValPay. We don’t charge a card surcharge.
For orders made through our AI chat or by phone, you pay on pickup or delivery unless we arrange otherwise. We will never ask for your card details by chat, text or email.
Promotional offers apply only as described in the offer and cannot be combined unless stated.

5. Changing or cancelling an order

Change-of-mind cancellations. You may request to cancel a standard order at least 2 hours before its scheduled pickup or delivery time. You may request to cancel a catering or large order (10 or more pizzas) at least 24 hours before its scheduled pickup or delivery time. If we receive your request by the applicable deadline and have not started preparing the food, we will cancel the order and provide store credit for any amount you have already paid. We do not provide a cash refund for a change-of-mind cancellation.

If we receive your request after the applicable deadline but have not started preparing the food, we may agree to cancel the order and provide store credit. Once we have started preparing the food, we will not cancel a change-of-mind order or provide store credit or a refund for it.

To request a cancellation or change, call us on (03) 9602 5777 or email [email protected] and give us your name and order time. We will confirm when we receive your request. A cancellation request made by the applicable deadline is effective when we receive it, provided we have not started preparing the food.

These rules apply only to change-of-mind cancellations. They do not limit your rights under the Australian Consumer Law. If we cancel an order, or you are entitled to a remedy because an order does not meet a consumer guarantee, we will provide the remedy required by law. If we cancel an order, we will refund any amount paid, including the delivery fee.

6. Delivery and pickup

Delivery areas. We deliver to selected Melbourne areas, each with its own minimum order and delivery fee. Our ordering site checks whether your address is covered.
Times. We plan every order to arrive within your chosen 15-minute window, and we text you when your order leaves the shop with an estimated arrival time. Times are estimates: traffic, weather and building access can cause delays, and we will contact you if we expect to be late.
Meeting the rider. Our riders deliver to the street entrance or building lobby. Please meet them downstairs. For large orders, we may ask you to show the rider up to your floor. Riders will only enter a building or home if you and the rider both agree.
If you are not there. The rider will wait up to 10 minutes and call or text you. If we cannot reach you, the order will be returned to the shop. If we prepared the order as confirmed and the rider attempted delivery to the address you provided, the order remains payable and we will not provide store credit or a refund for a missed delivery. You can collect the order from the shop the same day, during opening hours, if it can be safely stored. This does not limit your rights under the Australian Consumer Law.
Pickup. For pickup orders we text you when your order goes in the oven, with an estimated ready time. Please collect it from 7A/353 Little Collins Street on time so it is fresh. Uncollected orders are charged in full.

7. Refunds and problems with your order

If your order is wrong, missing items, damaged or not of acceptable quality, or otherwise does not meet a consumer guarantee, we will provide the remedy required by law. The remedy depends on the problem and its seriousness. For a major failure, you may have the right to choose a refund or replacement for the food, or to cancel the service and seek a refund or other remedy. For a problem that is not major and can be fixed, we may choose a remedy where the law allows. Nothing in these terms limits your rights under the Australian Consumer Law.

How to ask:

Contact us within 24 hours of pickup or delivery: call (03) 9602 5777 or email [email protected].
Give your name, the order date and time, and what went wrong.
For quality problems or missing items, send a photo if you can.

We aim to respond within 2 business days. Approved refunds go back to your original payment method (or by cash or bank transfer if you paid in cash), and card refunds can take 3 to 10 business days to appear. We will never ask for your card details to process a refund. If you report a problem after 24 hours, we will still consider it, and your rights under the Australian Consumer Law always apply.

Usually not refundable (unless the Australian Consumer Law says otherwise):

change of mind (see section 5: an accepted change-of-mind cancellation gets store credit, not a cash refund);
a wrong or incomplete address or phone number, or not being there for delivery (see section 6);
personal taste preferences, where the food was made as described;
allergy or dietary needs not mentioned when ordering.

If you’re not happy with how we handled your problem, you can contact Consumer Affairs Victoria (www.consumer.vic.gov.au).

8. Allergies and dietary needs

Our kitchen handles common allergens, including gluten (wheat), milk, egg, peanuts and tree nuts, sesame, soy, fish and shellfish, as well as meat. We use shared ovens, benches and utensils. Cross-contamination will occur, so we cannot guarantee that any menu item is free from allergens or traces of other ingredients. This includes vegan, vegetarian, low-gluten and lactose-free options.

Ask us about allergens. If you have a specific allergy, our staff will check the ingredient labels and tell you which allergens are in the items you want: call us on (03) 9602 5777 or ask in store. Our AI chat cannot give allergen advice. Please tell us about any allergy or dietary need when you order, and if you have a severe allergy, call us before ordering.

9. Disclaimer and our responsibility

Website information. We try to keep our websites, menus, prices and opening hours accurate and up to date, but they may sometimes contain errors or be temporarily unavailable. We may update them at any time.
Our responsibility. We are responsible for providing food and services that meet the Australian Consumer Law guarantees. If we don’t, you are entitled to the remedies that law provides.
Limits. As far as the law allows, we are not responsible for loss that was not reasonably foreseeable, or that was caused by something outside our reasonable control (such as severe weather, power or internet outages, or building access problems), or by you giving us wrong details.
Links. Links to other websites (for example delivery platforms or social media) are provided for convenience. We are not responsible for their content.
Governing law. These terms are governed by the laws of Victoria, Australia.

10. Other terms and contact

Using our websites and chat. Please use them only to order food or contact us, and not to send abusive messages, misuse the chat, place fake orders or try to disrupt them. We may limit or refuse service if this happens.
Marketing. We only send marketing emails or texts if you agree, and you can unsubscribe at any time. Texts about your order are service messages, not marketing.
Our content. Our logo, photos, menus and website content belong to 11 Inch Pizza. Please don’t copy them for commercial use without our permission.
Changes. We may update these terms. The version on our website when you place your order applies to that order.

Contact us
Eleven Inch Pizza Melbourne Pty Ltd (11 Inch Pizza)
7A/353 Little Collins Street, Melbourne VIC 3000
Phone: (03) 9602 5777 · Email: [email protected]