Cancellation & Refunds Policy

1. Introduction

1.1.  We, Advanced Fresh Concepts Pty Ltd, trading as AFC or Sushi Izu, thank you for placing an order via the Sushi Izu App (“our App”) or via our website at (“our Website”).

1.2.  All of our food is prepared under strict systems and processes that ensure you only receive the freshest and tastiest food every day.

1.3.  The purpose of this policy is to clarify the circumstances under which we will:

(a) allow you to cancel or change orders; and/or
(b) provide refunds to you;

for orders placed by you via our App or our Website.

2. Our Process

2.1  When you place an order on our App or our Website, payment is processed and your order is sent to the store nominated by you.

2.2  When you place your order you will be asked to select the time and date for collection, which may be as early as the same day or the following day, depending on the products you select. You may place an order up to two months in advance.

2.3  If you place your order via our App, when your order is accepted by the store, you will receive a push notification advising you that your order has been accepted and confirming the date and time for collection. It is important that your phone is set to accept push notifications, otherwise you may not receive the notification advising of time and date for collection.  We are not responsible for any failure by you to receive such notification.

2.4  If you place your order via our Website, you will receive an email containing your invoice and a QR Code for collection.

2.5  Prior to your collection time (being the date/time confirmed for collection in the order processing notification), we will commence processing your order, including by ensuring we have sufficient ingredients (including perishable goods) and staff available to enable us to prepare your order.

3. Collection

3.1  You must collect your order at the store and at the time and on the date confirmed by us when your order was accepted.

4. Cancellation and Refunds

4.1  Due to the perishable nature of our products:

(a) your order cannot be cancelled or changed after it has been accepted by us, unless you give us a minimum of 24 hours’ notice before the due date and time for collection; and

(b) if you cancel or change your order less than 24 hours’ before the due date and time for collection, we will not provide a refund for the order and you acknowledge that you will forfeit all amounts paid.

4.2  If you fail to collect your order, we may (but are not obliged to) attempt to contact you. Irrespective of whether or not we are able to contact you, to comply with food safety requirements, your order will be disposed of by the close of business on the due date for collection, and you will not be entitled to a refund.

4.3  If, for any reason, your order is not accepted by the applicable store, your payment will be refunded in full.

5. Limitation of Liability

5.1  We will not be liable for any direct or indirect loss, damage, cost or expense suffered or incurred by you if you fail to collect your order or if you attempt to cancel or change your order less than 24 hours before the due date and time for collection.

6. Consumer Guarantees

6.1  This policy is not intended to limit or restrict your rights to a refund or replacement goods in the event that our goods do not satisfy the consumer guarantees set out in the Australian Consumer Law.

6.2  Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to replacement goods or a refund for a major failure and to compensation for any reasonably foreseeable loss or damage.  You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality, and the failure does not amount to a major failure.


This policy was last updated on 15th September 2021.