Terms & Conditions

THE ROYAL PALM

Terms and Conditions of Online Ordering

Effective date: 3 November 2026

1. Acceptance of Terms

These Terms and Conditions govern the supply of food, beverages and related services by The Royal Palm through its website, https://www.theroyalpalm.nz, and its online ordering service.

By accessing our website or placing an order, you agree to these Terms and Conditions. Please read them carefully before completing your purchase.

To place an online order, you must be at least 18 years old. Additional age restrictions apply to alcoholic beverages.

If you place an order on behalf of another person or organisation, you confirm that you have the authority to accept these Terms and Conditions on their behalf.

We may update these Terms and Conditions from time to time by publishing revised terms on our website. Changes will not affect orders that we have already accepted.

2. Products and Availability

The Royal Palm offers a selection of Indian, Italian and Chinese food, café beverages, smoothies, desserts and other drinks.

All products displayed on our website are subject to availability. Although we make reasonable efforts to maintain accurate product descriptions, photographs and prices, some items may occasionally become unavailable.

If an ordered item becomes unavailable after you submit your order, we will contact you to discuss an appropriate alternative or arrange a refund for that item.

We will not substitute an unavailable product without your agreement.

Prices, product descriptions and ingredients may change from time to time. The price displayed at checkout will apply to your order unless we identify an error before accepting it.

3. Placing and Accepting Orders

Customers may place orders through The Royal Palm website using the online ordering facility.

When submitting an order, you must provide accurate contact details, including your name, email address, telephone number and delivery address where applicable.

Submitting an order does not automatically guarantee acceptance. We will review the order and confirm whether it can be fulfilled.

An order is considered accepted when The Royal Palm confirms it through its ordering system or directly communicates acceptance to the customer.

We reserve the right to decline or cancel an order where products are unavailable, payment cannot be confirmed, incorrect information has been supplied or circumstances prevent us from fulfilling the order.

Where payment has already been received for an order that we cannot fulfil, we will arrange an appropriate refund.

Customers should review their orders carefully before completing payment.

4. Prices and Payments

All prices displayed on our website are in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) where applicable.

The Royal Palm reserves the right to change product prices without prior notice. However, the prices confirmed for an accepted order will not be changed afterwards.

Delivery charges, where applicable, will be displayed before the customer completes the purchase.

We accept the payment methods made available through our online checkout. Customers must ensure that their payment details are accurate and that sufficient funds are available to complete their purchases.

Payments are processed through the payment service provider selected by The Royal Palm. Transactions may also be subject to the payment provider's terms and security procedures.

An order confirmation or payment receipt will be sent to the email address supplied by the customer.

Customers are responsible for checking their contact and payment information before submitting an order.

5. Collection and Delivery

The Royal Palm operates from:

The Royal Palm
1232 Arawa Street
Rotorua, New Zealand

Customers may choose restaurant collection or local delivery where these options are available at checkout.

5.1 Restaurant Collection

Customers selecting collection must collect their orders from The Royal Palm at the confirmed collection time.

Please provide your order confirmation when collecting your food or beverages.

Collection times depend on restaurant operations and order preparation. We will communicate any significant delays where reasonably possible.

5.2 Local Delivery

The Royal Palm provides local delivery within its approved delivery area in Rotorua.

Delivery charges are determined by the delivery distance and applicable order conditions.

Our current delivery arrangement is as follows:

• Orders of NZ$70 or more qualify for free delivery when the delivery address is within 5 kilometres of the restaurant.
  
• For deliveries beyond the initial 5-kilometre area, an additional charge of NZ$3 per kilometre applies for each kilometre beyond the first 5 kilometres.
  
• Delivery charges for orders below NZ$70 will be communicated or displayed before the customer completes the purchase.
  

The delivery charge will be confirmed before the order is accepted.

Delivery availability depends on the delivery address, restaurant capacity and operating conditions. The Royal Palm reserves the right to decline delivery requests outside its approved service area.

Customers must provide an accurate delivery address and telephone number. Additional charges arising from incorrect delivery information may apply only where agreed with the customer before proceeding.

5.3 Delivery Times

Estimated delivery times depend on the preparation of food, order volume, traffic and weather conditions.

We will make reasonable efforts to deliver orders within the estimated timeframe. However, delivery times are estimates and may change due to circumstances beyond our reasonable control.

Where a significant delay occurs, we will endeavour to contact the customer.

6. Order Changes and Cancellations

Customers should contact The Royal Palm as soon as possible if they need to change or cancel an order.

Changes and cancellations depend on the stage of preparation and whether the order has already been dispatched.

Once food preparation has commenced, we may be unable to accommodate changes or cancellations.

Where an order has not yet been prepared, we will consider reasonable cancellation requests.

If The Royal Palm cancels an accepted and paid order because it cannot fulfil the purchase, the customer will receive an appropriate refund.

These conditions do not limit any rights or remedies available to customers under New Zealand consumer law.

7. Food Quality, Allergens and Dietary Requirements

The Royal Palm takes reasonable care when preparing and serving food and beverages.

Customers with food allergies, intolerances or specific dietary requirements should contact the restaurant before placing their orders.

Please inform our staff about any relevant allergies or dietary restrictions so that we can advise whether particular menu items are suitable.

Although we take reasonable precautions when handling ingredients, our kitchen may handle common allergens. We cannot guarantee that every product is completely free from traces of allergens or cross-contact.

Ingredient information and preparation methods may change. Customers should contact us when they require clarification about a particular product.

8. Alcoholic Beverages and Age Restrictions

The Royal Palm offers selected alcoholic beverages, including beer, wine, spirits and alcoholic cocktails.

Customers purchasing alcoholic beverages must be at least 18 years old and may be required to provide valid identification.

We reserve the right to refuse an alcohol purchase or supply where the customer cannot establish the required age or where supply would breach applicable New Zealand liquor licensing requirements.

Alcoholic products may only be sold, collected or delivered where permitted by The Royal Palm's applicable liquor licence and New Zealand law.

Where remote alcohol sales are legally permitted, customers and authorised recipients must comply with applicable identification, delivery and age-verification requirements.

Alcohol will not be delivered outside legally permitted delivery hours. We may refuse supply where the recipient cannot establish their age or where delivery would breach applicable licensing conditions.

The Royal Palm will not knowingly supply alcoholic beverages to anyone under the legal purchase age.

Customers must not purchase alcoholic beverages on behalf of underage persons.

9. Returns, Refunds and Complaints

Because our products mainly consist of freshly prepared food and beverages, we encourage customers to check their orders carefully before completing their purchases.

We do not generally offer refunds or exchanges simply because a customer changes their mind after an order has been prepared correctly.

However, this does not affect customers' rights under the Consumer Guarantees Act 1993 or other applicable New Zealand laws.

Customers should contact us promptly if they receive an incorrect order, a missing item, damaged packaging or food or beverages that do not meet the applicable consumer guarantees.

Where a product or service does not meet the required legal standards, The Royal Palm will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include replacing the affected item, correcting the order or providing a refund.

To help us investigate a complaint, customers should provide their order number, a description of the issue and relevant photographs where available.

10. Privacy and Confidentiality

The Royal Palm respects the privacy of its customers and takes reasonable steps to protect personal information.

When customers place orders or use our website, we may collect personal information such as:

• Name and contact details.
  
• Email address and telephone number.
  
• Delivery address.
  
• Order history and purchase information.
  
• Information necessary to process payments and manage transactions.
  

We use this information to process orders, arrange collection and delivery, communicate with customers, administer payments and respond to enquiries.

Where necessary, relevant information may be shared with payment service providers and delivery personnel to complete transactions and provide the requested services.

We will not use customer information for unrelated marketing purposes without the appropriate permission. Customers may unsubscribe from promotional communications at any time.

Order-related communications may still be sent when necessary to confirm payments, communicate delivery arrangements or resolve ordering issues.

Our website may use cookies and similar technologies to support website functionality and improve the customer experience.

Customers may request access to their personal information and ask us to correct inaccurate information.

We handle personal information in accordance with the Privacy Act 2020 and applicable New Zealand privacy requirements.

11. Website Use

Customers agree to use The Royal Palm website lawfully and responsibly.

You must not misuse the website, interfere with its operation, attempt unauthorised access or submit false information when placing an order.

We make reasonable efforts to ensure that website information is accurate and available. However, temporary interruptions, technical errors or maintenance may occasionally affect website functionality.

We reserve the right to update, modify or temporarily suspend website features where reasonably necessary.

12. Limitation of Liability

The Royal Palm will take reasonable care when preparing orders, processing purchases and arranging collection or delivery.

Nothing in these Terms and Conditions excludes or limits any consumer guarantees, statutory rights or remedies that cannot legally be excluded or limited under New Zealand law.

To the extent permitted by law, The Royal Palm will not be responsible for losses arising from circumstances beyond its reasonable control.

Any limitation of liability under these Terms and Conditions will operate only to the extent permitted by applicable New Zealand law.

13. Applicable Law and Jurisdiction

These Terms and Conditions are governed by the laws of New Zealand.

Any disputes arising from the use of our website, online ordering services or supply of products and services will be handled in accordance with applicable New Zealand laws.

Nothing in these Terms and Conditions prevents customers from exercising their rights through the appropriate New Zealand consumer protection and dispute resolution processes.

14. Contact Information

For questions about online orders, payments, collection, delivery, product availability or complaints, please contact The Royal Palm.

The Royal Palm

Address: 1232 Arawa Street, Rotorua, New Zealand

Telephone: +64 22 380 9571

Email: trprotorua@gmail.com

Website: https://www.theroyalpalm.nz

We will make reasonable efforts to respond to customer enquiries and resolve ordering concerns promptly.

15. General Conditions

These Terms and Conditions constitute the general terms governing online purchases and the supply of products and services by The Royal Palm.

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A failure by The Royal Palm to enforce a particular provision does not mean that the provision has been waived.

We may provide notices and order-related communications electronically using the email address or telephone number supplied by the customer.

These Terms and Conditions take effect on 3 November 2026 and replace all previous online ordering terms and conditions published by The Royal Palm.