Order Lemon – Terms & Conditions
 
Effective date: 31 January 2026
 
These Terms & Conditions apply to all purchases, online orders, QR code orders, loyalty programs and vouchers offered by Order Lemon Holding Pty Ltd trading as Order Lemon (ABN 19 670 420 603) and its independently owned and operated franchisees (“Order Lemon Franchisees”) (collectively referred to as “Order Lemon”, “we”, “us” or “our”).
 
By placing an order or participating in our loyalty program, you agree to these Terms & Conditions.
 
1. Franchise Structure
 
Order Lemon operates under a franchise system. Each Order Lemon store is independently owned and operated by an Order Lemon Franchisee.
Any purchase, order or transaction you make is with the franchisee operating the store that fulfils your order.
 
2. Orders (In-Store, Online & QR Code)

• All orders are final once submitted.

• Customers are responsible for ensuring order details (including drink type, sweetness, ice level and toppings) are correct before confirming.

• Product images are for illustration purposes only.

• Product availability may vary by store.

• We reserve the right to substitute ingredients where reasonably necessary.

• Estimated preparation or pickup times are guides only and not guaranteed.

 
3. Pricing & Payment

• Prices may vary between stores and are subject to change without notice.

• All prices are in Australian dollars and include GST unless stated otherwise.

• Payment must be made at the time of ordering.

• In the event of a pricing, technical or system error, we reserve the right to cancel, correct or refuse the affected order.

 
4. Refunds & Australian Consumer Law
 
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage.
 
We do not offer refunds or exchanges for:

• Change of mind

• Incorrect orders submitted by the customer

• Failure to collect an order at the nominated time

 
5. Allergens & Food Safety
 
Our products may contain or come into contact with allergens including dairy, nuts, soy and gluten.
While reasonable precautions are taken, we cannot guarantee that any product is free from allergens.
Customers with allergies consume our products at their own risk and should notify staff before ordering.
 
6. Online & QR Code Ordering
 
Online and QR code ordering services are provided on an “as is” basis.
We do not guarantee uninterrupted or error-free access and are not responsible for delays or failures caused by technical issues beyond our control.
 
7. Loyalty Program

• Loyalty points have no cash value and are not transferable.

• Points may expire or be forfeited in accordance with program rules.

• We may suspend, modify or terminate the loyalty program at any time.

• Misuse, fraud or suspicious activity may result in points being cancelled or accounts being suspended.

 
8. Vouchers & Gift Cards

• Vouchers and gift cards are subject to expiry dates stated on the voucher or as required by law.

• They are not redeemable for cash.

• Only one voucher may be used per transaction unless stated otherwise.

• Lost or stolen vouchers or gift cards will not be replaced.

 
9. Personal Information & Privacy
 
We collect, use, store and disclose personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth) and Australian Privacy Principles.
 
Personal information may be collected when you:

• Place an order (including online or QR orders)

• Participate in loyalty programs or promotions

• Contact us or provide feedback

 
Personal information may be shared with:

• Order Lemon Holding Pty Ltd for franchise system management and compliance

• Service providers such as IT, POS, loyalty and ordering platforms

• Government authorities where required by law

 
Some systems used by Order Lemon or its franchisees may store data outside Australia.
Further details are set out in our Privacy Policy, available on our website  .
 
10. Limitation of Liability
 
To the maximum extent permitted by law, Order Lemon and its franchisees are not liable for any indirect, incidental or consequential loss arising from the use of our products, services, websites or ordering systems.
 
Nothing in these Terms excludes rights under the Australian Consumer Law.
 
11. Changes to These Terms
 
We may update these Terms & Conditions from time to time.
The most current version will apply to all future orders and transactions.