Effective Date: November 1, 2025
Last Updated: November 27, 2025
1. Introduction
This Delivery Policy explains how Ceylon Food & Beverage Suppliers Limited (trading as The Taprobane) delivers food orders to customers in Auckland, New Zealand, in compliance with the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Business Details:
Legal Entity: Ceylon Food & Beverage Suppliers Limited
Company Number: 9383679
NZBN: 9429053239570
Trading Name: The Taprobane
GST Number: 147-156-952
Contact Information:
Email: contact@thetaprobane.co.nz
Phone: +64 0508 799 899
WhatsApp: +64 204 799 899
Postal Address: Unit 7, 8 MacMurray Road, Remuera, Auckland 1050, New Zealand
Kitchen Location: Mount Wellington, Harris Road, Auckland, New Zealand
2. Your Rights Under New Zealand Law
2.1 Consumer Guarantees Act 1993 (CGA)
Under the Consumer Guarantees Act 1993, delivery services must be:
Performed with Reasonable Care and Skill:
- Food must be handled properly during delivery
- Packaging must maintain food safety and temperature
- Delivery must be conducted professionally
Fit for Purpose:
- Food arrives in a condition suitable for consumption
- Delivery method is appropriate for the type of food ordered
Completed Within a Reasonable Time:
- Delivery must occur within the timeframe agreed, OR
- If no specific time is agreed, within a “reasonable time”
- What is “reasonable” depends on the type of food, distance, traffic conditions, and other circumstances
Important: Your rights under the CGA cannot be excluded or limited. If we fail to meet these guarantees, you are entitled to remedies, including refunds, replacements, or compensation.
2.2 Retailer Responsibility
Critical: Under the CGA, we (the retailer) are ultimately responsible for ensuring deliveries arrive at the agreed time and in acceptable condition.
Even if we use third-party delivery personnel or services:
- We remain responsible for delivery failures
- You should contact us first (not the courier) if there are delivery problems
- We are obligated to provide remedies if delivery guarantees are not met
2.3 Fair Trading Act 1986
Under the Fair Trading Act, we must:
- Provide accurate information about delivery times and fees
- Not make false or misleading claims about delivery services
- Honor delivery commitments we make
- Clearly communicate any limitations or conditions on delivery
3. Delivery Service Overview
3.1 Current Delivery Model
The Taprobane currently operates as a delivery-only service. We do not offer:
- Dine-in service (coming soon – we will update this policy when available)
- Pickup service (except by special arrangement – see Section 3.3)
3.2 Delivery Coverage Area
We deliver across Auckland, New Zealand only.
Coverage:
- All suburbs within the
- Auckland region
- Residential addresses
- Commercial addresses (offices, workplaces)
- Accommodation addresses (hotels, motels, Airbnb)
Delivery Assessment: When you place an order, we assess whether delivery to your address is feasible based on:
- Distance from our kitchen (Mount Wellington, Harris Road)
- Accessibility of the location
- Safety considerations
- Traffic conditions
We reserve the right to decline delivery to locations that are:
- Unsafe for our delivery personnel
- Inaccessible (e.g., restricted areas, private roads without access permission)
- Outside our reasonable delivery range
3.3 Pickup Arrangements
Pickup is not currently available as a standard service.
Special Pickup Requests: If you wish to arrange pickup:
- Select “delivery pickup” option when ordering on our website
- Our staff will contact you within 15 minutes to arrange details
- If you do not receive a call within 15 minutes, contact us immediately at +64 0508 799 899
Pickup Terms:
- Pickup location: Mount Wellington, Harris Road, Auckland
- Pickup times must be arranged in advance
- Food must be collected promptly at the agreed time
- We reserve the right to decline pickup requests
4. Delivery Fees and Distance Calculation
4.1 Fee Structure
Delivery fees are calculated based on the straight-line distance from our kitchen at Mount Wellington, Harris Road, Auckland to your delivery address.
Fee Breakdown:
Within 5 km: FREE delivery 🎉
5.01 km to 10 km: $5 delivery fee
10.01 km to 15 km: $10 delivery fee
15.01 km to 20 km: $15 delivery fee
20.01 km and beyond: $5 per additional 5 km (or part thereof)
Examples:
- 3 km from our kitchen: FREE
- 7 km from our kitchen: $5
- 12 km from our kitchen: $10
- 18 km from our kitchen: $15
- 23 km from our kitchen: $20
4.2 Transparent Pricing (Fair Trading Act Compliance)
In accordance with the Fair Trading Act 1986:
- Delivery fees are clearly displayed before you complete your order
- No hidden charges are added at checkout (no “drip pricing”)
- The delivery fee shown at checkout is the final delivery fee you will pay
- If there is an error in the delivery fee calculation, we will correct it and notify you before delivery
4.3 Distance Measurement
Distance is measured using standard mapping software (e.g., Google Maps) from:
- From: Mount Wellington, Harris Road, Auckland (our kitchen)
- To: The delivery address you provide
Note: The delivery fee is based on straight-line distance, not the actual route traveled. This ensures fair and consistent pricing for all customers.
4.4 No Minimum Order
There is no minimum order amount for most items. You can order as little or as much as you like.
Exceptions:
- Some specialty items (family packs, party packs, special celebration dishes) may have minimum order requirements
- Any minimum requirements will be clearly displayed on the product page
4.4 No Minimum Order
There is no minimum order amount for most items. You can order as little or as much as you like.
Exceptions:
- Some specialty items (family packs, party packs, special celebration dishes) may have minimum order requirements
- Any minimum requirements will be clearly displayed on the product page
5. Delivery Times and Timeframes
5.1 Estimated Delivery Times
Delivery times vary depending on:
- Dishes ordered: Complex dishes take longer to prepare
- Quantity: Larger orders require more preparation time
- Your location: Distance and traffic conditions affect delivery time
- Time of order: Orders during peak hours (dinner time, weekends) may take longer
- Special circumstances: High-demand periods (public holidays, special celebrations)
5.2 “Reasonable Time” Under the CGA
Under the Consumer Guarantees Act, delivery must occur within a “reasonable time” if no specific time is agreed.
What is “Reasonable” for Food Delivery: For fresh, hot food delivery, “reasonable time” typically means:
- Standard orders: 45-90 minutes from order placement
- Large orders or party packs: Up to 2 hours
- Pre-orders: Delivery at the agreed time
- Special celebration orders: Delivery within the agreed timeframe
Factors Affecting “Reasonable Time”:
- Type of cuisine (Sri Lankan food requires specific preparation methods)
- Whether food needs to be freshly prepared or can be pre-prepared
- Distance to delivery location
- Traffic and weather conditions
- Order volume during peak periods
5.3 Agreed Delivery Times
If we provide you with a specific estimated delivery time when you order:
- We will make reasonable efforts to meet that time
- If we cannot meet the agreed time, we will notify you as soon as possible
- If the delay is significant, you may be entitled to remedies under the CGA (see Section 9)
5.4 Pre-Orders (Recommended)
We strongly recommend pre-ordering to ensure timely delivery, especially for:
- Weekend specials
- Special celebration menus (Sri Lankan New Year, Christmas, Deepavali, etc.)
- Family packs and party packs
- Large catering orders
- Orders during public holidays or peak periods
Benefits of Pre-Ordering:
- Guaranteed delivery at your preferred time
- Food prepared fresh for optimal quality
- Priority scheduling during busy periods
- Reduced waiting time
5.5 Operating Hours
We accept orders and deliver during the following hours:
| Day | Hours |
|---|---|
| Monday | Closed |
| Tuesday | Closed |
| Wednesday | 6:00 AM – 8:00 PM |
| Thursday | 6:00 AM – 8:00 PM |
| Friday | 6:00 AM – 12:00 AM (Midnight) |
| Saturday | 6:00 AM – 12:00 AM (Midnight) |
| Sunday | 6:00 AM – 3:00 PM |
Last Order Times:
- Orders must be placed at least 60 minutes before closing to allow for preparation and delivery
- Pre-orders can be scheduled for any time during operating hours
6. Delivery Address and Contact Information
6.1 Accurate Address Required
Your Responsibility: You must provide a complete and accurate delivery address including:
- Street number and name
- Apartment/unit number (if applicable)
- Suburb
- City (Auckland)
- Postcode
- Any special instructions (e.g., gate code, building entrance, parking instructions)
Consequences of Incorrect Address: If you provide an incorrect address:
- Delivery may be delayed or impossible
- You may be charged additional delivery fees for re-delivery
- In some cases, the order may be cancelled with no refund (see Section 6.4)
6.2 Special Delivery Instructions
Please provide any special instructions that will help our delivery personnel find your location and deliver efficiently:
- Gate or intercom codes
- Building entrance instructions
- “Leave at door” or “Ring bell” preferences
- Preferred delivery location (e.g., side door, reception desk)
- Contact-free delivery instructions
6.3 Contact Information
You must provide accurate contact information:
- Phone number: Must be reachable during delivery
- Alternative contact: Recommended for commercial addresses
Why This Matters: Our delivery personnel may need to contact you if:
- They cannot locate your address
- There are access issues (e.g., locked gate)
- You are not present to receive the delivery
- There are questions about your order
If we cannot reach you:
- Our delivery personnel will make reasonable attempts to contact you
- If we cannot reach you after reasonable attempts, we may cancel the delivery
- In such cases, no refund will be provided (see Section 6.4)
6.4 Reception of Delivery
Someone must be present to receive the delivery:
- At residential addresses: You or another adult must be present
- At commercial addresses: Reception or designated person must accept delivery
- For contact-free delivery: Follow the special instructions you provided
If No One is Available: If no one is available to receive the delivery after reasonable attempts to contact you:
- We may leave the food in a safe location (only if you specifically requested this)
- OR we may take the food back to our kitchen
- No refund will be provided if the issue was caused by your unavailability
Exception: If the delivery failure was caused by our error (e.g., arriving outside the agreed timeframe without notice), you will be entitled to a remedy under the CGA.
7. Food Safety During Delivery
7.1 Our Food Safety Commitments
We ensure food safety during delivery by:
Proper Packaging:
- Hot food is packaged in insulated containers to maintain temperature
- Cold items (if any) are kept separate and properly chilled
- Packaging prevents spills and contamination
- Tamper-evident sealing where appropriate
Temperature Control:
- Hot food is delivered at a safe serving temperature (above 60°C where required)
- Delivery is completed promptly to minimize time in transit
- We use insulated delivery bags
Hygiene Standards:
- All delivery personnel follow food safety hygiene practices
- Food is never left exposed or unprotected
- Contact-free delivery options available
7.2 Your Food Safety Responsibilities
Upon receiving your delivery:
- Inspect the food immediately upon arrival
- Consume hot food promptly (within 2 hours of delivery)
- Refrigerate leftovers immediately (within 2 hours)
- Do not consume food that has been left at room temperature for extended periods
- Reheat leftovers thoroughly (to at least 75°C) before consuming
We are not responsible for food safety issues if:
- You do not consume or store food properly after delivery
- Food is left unrefrigerated beyond safe timeframes
- You reheat food improperly
8. Delivery Issues and Problems
8.1 Common Delivery Issues
If you experience any of the following issues, contact us immediately:
Delayed Delivery:
- Delivery significantly later than the estimated or agreed time
- No communication about delays
Wrong Address:
- Food delivered to the wrong location
- Delivery personnel could not find your address due to unclear information
Food Condition:
- Food arrives cold when it should be hot
- Food spills during delivery
- Packaging is damaged
- Food is unsafe for consumption
Missing Items:
- Part of your order is missing
- Wrong items delivered
Delivery Personnel Conduct:
- Unprofessional behavior
- Food handling concerns
- Safety issues
8.2 Immediate Action Required
Contact us as soon as you identify an issue:
- Phone: +64 0508 799 899 (fastest response)
- WhatsApp: +64 204 799 899
- Email: contact@thetaprobane.co.nz (for non-urgent issues)
Provide the following information:
- Order number and date
- Description of the problem
- Photographic evidence (if applicable and safe)
- Your preferred resolution
8.3 Our Response
We will:
- Acknowledge your complaint immediately
- Investigate the issue promptly
- Determine the appropriate remedy under the CGA
- Respond with a solution within 2-5 business days
8.4 Remedies Under the CGA
If we fail to meet the CGA guarantees for delivery services, you are entitled to remedies. The remedy must be provided at no charge and within a reasonable time.
Available Remedies:
For Minor Failures:
- We will choose the remedy:
- Send missing items immediately
- Provide a replacement order
- Provide a partial or full refund
- Offer credit for future orders
For Major Failures:
- You choose the remedy:
- Full refund (including delivery fee)
- Replacement order at no additional cost
What is a Major Failure:
- Delivery is so late that food is unsafe or unfit for consumption
- Food arrives in unacceptable condition (e.g., completely cold, spoiled, contaminated)
- Delivery failure prevents you from using the food for its intended purpose (e.g., missed party, event)
- Failure that would have stopped you from ordering if you had known about it
Compensation for Consequential Loss: If we fail to deliver and you suffer reasonably foreseeable losses:
- Cost of alternative meals (if you informed us of a special occasion)
- Reasonable expenses directly caused by our failure
- Drop in value compared to what you paid
Example: If we fail to deliver your catering order for a party you told us about, we may be liable for the cost of emergency alternative food you had to purchase.
9. Factors Beyond Our Control (Force Majeure)
9.1 Force Majeure Events
Under the Contract and Commercial Law Act, we may not be liable if delivery cannot be completed because of events beyond our control, also called “force majeure.”
Force Majeure Events Include:
- Natural disasters: Earthquakes, floods, storms, fires
- Severe weather: Conditions that make delivery unsafe (heavy rain, snow, flooding)
- Pandemics or public health emergencies: Government restrictions, lockdowns
- Civil unrest: Protests, riots, public disorder in delivery areas
- Government actions: Road closures, restrictions, emergency orders
- Infrastructure failures: Major power outages, road damage
- Traffic emergencies: Major accidents blocking roads
- Acts of terrorism or war
9.2 Our Obligations During Force Majeure
If a force majeure event affects delivery:
- We will notify you as soon as reasonably possible
- We will make reasonable efforts to complete delivery when safe to do so
- We may delay delivery until conditions improve
- We may cancel the order if delivery is impossible
If We Cancel Due to Force Majeure:
- You will receive a full refund (including delivery fee)
- Refund processed within 5-10 business days
9.3 Weather-Related Delays
Typical Weather Delays: For normal weather delays (e.g., heavy traffic due to rain):
- We remain responsible for completing delivery within a reasonable time
- We will communicate delays promptly
- If the delay is excessive, you may be entitled to remedies under the CGA
Severe Weather: For severe weather that makes delivery unsafe:
- We may delay or cancel delivery for safety reasons
- This is considered force majeure
- Full refund provided if cancelled
10. Delivery to Specific Locations
10.1 Residential Addresses
Standard Delivery:
- Delivery to your front door or main entrance
- Doorbell/knock to notify you of arrival
- Contact-free delivery available (leave food at door as instructed)
Multi-Unit Buildings (Apartments, Condos):
- Provide unit/apartment number clearly
- Include building entrance instructions
- Provide intercom/gate codes if applicable
- Specify delivery location (e.g., “Leave at apartment door” or “Deliver to reception”)
Gated Communities:
- Provide gate codes or access instructions
- Ensure our delivery personnel can enter safely
- Be available by phone to provide access if needed
10.2 Commercial Addresses (Offices, Workplaces)
Delivery to Reception/Front Desk:
- Specify the business name
- Provide reception contact number
- Indicate if delivery should be left with reception or brought to your desk/office
Large Office Buildings:
- Provide floor and office number
- Include building entrance and parking instructions
- Specify any security or access requirements
10.3 Accommodation (Hotels, Motels, Airbnb)
Hotels/Motels:
- Provide hotel name, room number
- Indicate if delivery should be left with reception or brought to room
- Provide your name as registered guest
Airbnb/Holiday Rentals:
- Provide complete address
- Include access instructions (keypad codes, lockbox location, etc.)
- Be available by phone
10.4 Public Places (Parks, Beaches, Events)
Delivery to Public Places: We generally do not deliver to:
- Public parks or beaches
- Moving vehicles
- Open public spaces without fixed addresses
Exceptions: We may deliver to specific outdoor events or venues by special arrangement if:
- A fixed meeting point is established
- You are available by phone to meet our delivery personnel
- The location is safe and accessible
Contact us in advance to discuss special delivery arrangements.
11. Tracking and Communication
11.1 Order Confirmation
When you place an order, you will receive:
- Immediate confirmation via your chosen method (email, WhatsApp, SMS)
- Order number for reference
- Estimated delivery time
- Total amount including delivery fee
11.2 Delivery Updates
We will keep you informed about your delivery:
- Preparation updates: When your order is being prepared
- Dispatch notification: When delivery personnel leave our kitchen
- Arrival notification: When delivery is nearby (if available)
- Delivery confirmation: When order is delivered
Communication Methods:
- SMS/text messages
- WhatsApp messages
- Phone calls (if necessary)
- Email updates
11.3 Real-Time Tracking
We are working on implementing real-time delivery tracking. When available:
- You will be able to see your delivery personnel’s location
- Estimated arrival time will be updated in real-time
- You will receive notifications as delivery approaches
Current Status: Real-time tracking is not yet available. We provide estimated delivery times and updates via phone/WhatsApp/SMS.
12. Special Delivery Situations
12.1 Large Orders and Catering
For large orders, family packs, and party packs:
- Pre-ordering is mandatory (at least 24-48 hours in advance)
- Delivery times may be longer due to preparation requirements
- Special delivery arrangements may be needed
- Additional delivery personnel may be assigned for very large orders
12.2 Special Celebration Orders
For special celebration menus (Sri Lankan New Year, Christmas, Deepavali, etc.):
- Advance booking required (we will specify the deadline for each celebration)
- Delivery slots may be limited during high-demand periods
- Pre-arranged delivery times are strictly scheduled
- Cancellation policies are stricter (see Refund & Cancellation Policy)
12.3 Corporate Catering
For corporate catering deliveries:
- Contact us directly to arrange: contact@thetaprobane.co.nz or +64 0508 799 899
- Provide advance notice (minimum 48 hours)
- Specify exact delivery time and location
- Include contact person and phone number
- Arrange for someone to receive delivery at the specified time
12.4 Recurring Deliveries
If you want to set up recurring deliveries (e.g., weekly lunch orders):
- Contact us to discuss arrangements
- We can establish a regular delivery schedule
- Loyalty program benefits may apply
- Flexible cancellation for individual deliveries (with advance notice)
13. Environmental Considerations
13.1 Sustainable Packaging
We are committed to environmentally responsible delivery:
- Use of recyclable and compostable packaging where possible
- Minimizing single-use plastics
- Reusable insulated delivery bags
- Encouraging customers to recycle packaging
13.2 Efficient Delivery Routes
We optimize delivery routes to:
- Reduce fuel consumption
- Minimize carbon emissions
- Complete deliveries more efficiently
13.3 Customer Participation
You can help us be more environmentally friendly:
- Choose to decline disposable cutlery if you don’t need it
- Reuse or recycle packaging materials
- Provide accurate addresses to avoid wasted trips
14. Delivery Personnel
14.1 Our Delivery Team
Our delivery personnel are:
- Trained in food safety and handling
- Knowledgeable about our delivery policies
- Courteous and professional
- Equipped with insulated bags and proper equipment
14.2 Third-Party Delivery Services
If we engage third-party delivery services:
- We remain responsible for delivery under the CGA
- Third parties must meet our food safety and service standards
- You should still contact us (not the third party) if issues arise
14.3 Safety and Conduct
Our delivery personnel will:
- Follow traffic laws and drive safely
- Treat you and your property with respect
- Handle food safely and hygienically
- Communicate professionally
If you experience:
- Unsafe driving or behavior
- Unprofessional conduct
- Food handling concerns
Please report immediately: +64 0508 799 899 or contact@thetaprobane.co.nz
15. Payment for Delivery
15.1 When the Delivery Fee is Charged
The delivery fee is charged:
- At the time you place your order (for online/card payments)
- Upon delivery (for Cash on Delivery)
15.2 Refund of Delivery Fees
Delivery fees will be refunded if:
- We cancel your order
- We fail to deliver within a reasonable time (major failure under CGA)
- Delivery service does not meet CGA guarantees (major failure)
- You cancel before food preparation begins
Delivery fees will NOT be refunded if:
- Food quality issues (but delivery service was performed correctly)
- You change your mind after delivery
- You provide incorrect address or are not available (unless we failed to make reasonable contact attempts)
- You cancel after food preparation begins
16. Contact Information for Delivery Issues
For all delivery-related inquiries and issues:
The Taprobane
Trading name of Ceylon Food & Beverage Suppliers Limited
Urgent Delivery Issues (call immediately): Phone: +64 0508 799 899
Other Contact Methods: WhatsApp: +64 204 799 899
Email: contact@thetaprobane.co.nz
Postal Address: Unit 7, 8 MacMurray Road, Remuera, Auckland 1050, New Zealand
Business Hours:
- Monday-Tuesday: Closed
- Wednesday-Thursday: 6:00 AM – 8:00 PM
- Friday-Saturday: 6:00 AM – 12:00 AM (Midnight)
- Sunday: 6:00 AM – 3:00 PM
17. Complaints and Dispute Resolution
17.1 Internal Complaints Process
If you have a complaint about delivery:
Step 1: Contact us immediately (see contact details above)
Step 2: We will investigate and respond within 2-5 business days
Step 3: If not satisfied, escalate to management
17.2 External Dispute Resolution
If you are not satisfied with our response:
Disputes Tribunal:
- For claims up to $30,000
- Website: www.justice.govt.nz/courts/disputes-tribunal
- Phone: 0800 268 787
Commerce Commission:
- For breaches of consumer protection laws
- Website: www.comcom.govt.nz
- Phone: 0800 943 600
District Court or High Court:
- For larger or more complex claims
17.3 Your Rights Are Protected
Nothing in this Delivery Policy limits your rights under:
- Consumer Guarantees Act 1993
- Fair Trading Act 1986
- Contract and Commercial Law Act 2017
18. Changes to This Delivery Policy
We may update this Delivery Policy from time to time to reflect:
- Changes in delivery operations
- New delivery areas or services
- Updates to New Zealand consumer protection laws
- Customer feedback
When we make significant changes:
- We will update the “Last Updated” date
- We will notify customers via our website
- We will ensure continued compliance with the CGA and FTA
Legal Compliance Statement
This Delivery Policy has been prepared in accordance with:
- Consumer Guarantees Act 1993 – Ensuring delivery services meet statutory guarantees
- Fair Trading Act 1986 – Providing accurate and honest information about delivery
- Contract and Commercial Law Act 2017 – Governing delivery contracts and force majeure
- Food Act 2014 – Ensuring food safety during delivery
Ceylon Food & Beverage Suppliers Limited (trading as The Taprobane) is committed to providing reliable, safe, and professional delivery services in full compliance with New Zealand consumer law.
We take our delivery responsibilities seriously. If you have any questions or concerns about delivery, please contact us.
Version: 1.0
Effective Date: November 1, 2025
Last Updated: November 27, 2025
Next Review Date: May 1, 2026
