Beavers Tail is the service owned by Beavers Tail which is detailed on, and is accessible through http://www.beaverstail.com.au and includes the associated processes and software.
Parents or guardians of a child/children who is/are enrolled at a school we service who is over the age of 18 years and has the authority to complete an online financial transaction.
A staff member at a school we service who is over the age of 18 years and has the authority to complete an online financial transaction.
'Registered Users' are commonly referred to as 'Customers'.
Children of Registered Users are referred to as 'Customers' only in reference to being the 'end user'/receiver of our menu items.
Guidelines for error resolution
Reporting time frame
If a Customer finds a problem with a supplied order (that is not immediately dealt with), that Customer must contact Beavers Tail by 10pm on the same day as the order was scheduled to be delivered to claim a refund or replacement order. Beavers Tail will use its discretion to choose an appropriate response to Customer claims.
Every incident reported to Beavers Tail is recorded and investigated to ensure our Customers enjoy a service of the highest quality.
Incorrect supply, item missing or order failed to arrive
Should any of the above issues be reported by the Customer and the claim is accepted by Beavers Tail, Beavers Tail will arrange for the correct menu item to be delivered immediately, if practical.
If the correct meal/item is supplied to the school within 1 hr of the error being notified then no refund will be due.
If Beavers Tail are unable to provide the exact item/meal ordered then this will be communicated and discussed with the Customer and a mutually agreeable alternate will be decided.
If Beavers Tail is unable to make contact with the customer, in order to ensure that the Child is provided with something to eat the lunch may be replaced with a similar item. In this instance, the Customer will be notified of the issue via phone message or email. If the replacement item is not to the Customer's satisfaction, then the Customer may contact Beavers Tail to disuss refund options.
Beavers tail take these issues seriously, and will record and thoroughly investigate the incident to ensure steps are taken to reduce the possibility of the error occurring again.
Should a situation arise where Beavers tail is unexpectedly unable to fulfill an order, Beavers Tail will contact the Customer via phone or email to attempt to arrange a mutually agreeable replacement item.
If Beavers Tail is unable to make contact with the customer, in order to ensure that the Child is provided with something to eat the Short Item may be replaced with a similar item. In this instance, the Customer will be notified of the issue via phone message or email. If the replacement item is not to the Customer's satisfaction, then the Customer may contact Beavers Tail to discuss refund options.
The kitchen is responsible for packing and delivering the orders, and aim to ensure damage during transit is minimised. If the food is damaged such that the product is inedible, then the Customer will receive a replacement order or a full refund.
On a rare occasion, due to unforeseen issues with access, parking, traffic or weather, orders may arrive late. There will be no refund for orders which arrive late, however Beavers Tail will record all reports of late orders and track them so as to prevent re-occurrence.
Non acceptance of customer claims
Beavers Tail may decide that there was no error with the supplied order and it simply was a case of misunderstanding. In this scenario there will be no refund or replacement, however Beavers Tail will endeavour to take steps to reduce the possibility of the misunderstanding occurring again.
If an item in an order is perceived by the Customer to be a health or safety risk then the Customer must contact Beavers Tail immediately. Beavers Tail treats this sort of issue as the highest priority and will set in motion an investigation immediately.
If an item in an order is perceived by the Customer to be of a poor standard of quality the Customer must contact Beavers Tail by 10pm on the same day as the order was scheduled to be delivered. Beavers Tail will provide an appropriate level of refund for the order, at their discretion.
Pay It Forward Voucher Conditions
Voucher is not transferrable to Cash. The voucher entitles the school to use one voucher for a full school lunch.