These terms apply to every order placed with White Henry. Please read them before ordering. If anything here is unclear, call us on 02 9640 0366 and we will explain it.
Last updated: 6 August 2026 | Version: 2026-08-06
1. Who we are
White Henry is the trading name of Maple Bay Pty Ltd as trustee for the Canestrari-Soh Family Trust, ABN 27 109 532 018.
- Address: Shop 4, 118 Church Street, Parramatta NSW 2150
- Phone: 02 9640 0366
- Email: [email protected]
In these terms, “we”, “us” and “our” mean White Henry. “You” means the person or organisation placing the order. Where you order on behalf of an employer or client, you confirm you are authorised to do so, and that organisation is also bound by these terms.
2. Ordering
2.1 Orders are placed through our website. All orders must be placed through whitehenry.com.au. We do not take orders by phone. Ordering through the website makes sure the items, quantities, delivery date, delivery window, address and contact details are captured correctly and confirmed back to you, which avoids the errors and repeated back-and-forth that come with informal ordering. Every order must include the contact details set out in clause 14.2.
2.2 Confirmation, and the SMS updates you will receive. We confirm orders by SMS, which is why a mobile number is required on every order. Once you place an order we review it, and:
- you receive an SMS when your order is placed, and another when it is confirmed
- if you gave a different mobile number for the delivery contact, they are also notified that an order has been placed for them
- when the order is delivered, both you and the delivery contact receive a delivery notification with a link to delivery photos
Your order is only confirmed once you receive that confirmation from us. We do not confirm orders by email in place of SMS, so an order placed without a valid mobile number cannot be confirmed.
We use your mobile number only for updates about your order. We do not use it for marketing or promotional messages.
2.3 If something about your order needs to change. Our aim is for the website to calculate the correct delivery charge at checkout, so the price you see when you order is the price you pay. Occasionally we need to contact you after an order is placed, for example if an item has become unavailable, a delivery window cannot be met, or your building needs an access arrangement we did not know about.
If anything about your order needs to change, including anything that affects the price, we will contact you and agree it with you before we proceed. We do not add charges to an order after it has been placed without your agreement.
2.4 Cut-off times vary, and the website is the authority. Different products have different lead times. Some items can be ordered for the next business day, while others need two, three or four days’ notice, and cut-off times differ between product ranges and by day of the week. There is no single cut-off that applies to everything we make.
Because of that, the cut-off and the earliest available delivery date shown on our website are the ones that apply to your order. They are shown with each item as you order, and again at checkout, where only genuinely available delivery dates and times can be selected.
If you are planning something larger or further ahead, please order early or call us and we will help you work out what is possible.
2.5 Business days. We deliver Monday to Friday. We do not deliver on weekends or NSW public holidays.
2.6 Late orders. We will try to accommodate orders placed after the cut-off, but we cannot guarantee them, the full menu may not be available, and an additional charge may apply. Any such charge will be told to you before we confirm the order.
2.7 Minimum order values and delivery fees. Minimum order values and delivery fees apply, and vary by delivery area, order type and building access. The amounts that apply to your order are calculated and shown in your cart and at checkout before you pay.
2.8 Order quantities and minimums. Many items are produced and packed in set quantities, and some carry a minimum order quantity. The quantities available, and any minimum, are shown with each item on our website.
We are not able to supply part quantities, or amounts outside the multiples shown. This is not a pricing decision: it is how the items are produced, portioned and packed. Please order in the quantities offered, and if what you need does not fit them, call us and we will find the closest option.
2.9 Age. Our website is not intended for use by anyone under 18.
3. Changes to numbers and menu
3.1 Reducing numbers. The quantity on your order at its cut-off time is the quantity we produce and charge for. By that point ingredients have been bought and production is scheduled, so reductions made after the cut-off do not reduce the amount charged.
3.2 Increasing numbers. We will almost always try to accommodate an increase, and usually can. However increases after the cut-off depend on production and delivery capacity on the day, so we cannot guarantee them. Please ask as early as you can.
3.3 How to request a change. Send any change to numbers, items or delivery details in writing to [email protected] so there is a clear record. If you are close to the cut-off, please also call us on 02 9640 0366 so we can act on it in time. We cannot guarantee that a written request alone will be seen before the cut-off passes.
3.4 Substitutions. Occasionally an ingredient or item becomes unavailable at short notice. Where that happens we may substitute another item. Any substitute will be of equal or greater value, at no additional cost to you. We will tell you beforehand where we can, but this is not always possible, and a substitution may occur without prior notice. If a substitution does not work for you, tell us and we will put it right.
4. Prices, GST and surcharges
4.1 GST, invoices and receipts. All prices shown include GST unless stated otherwise. A tax invoice is issued for every order, and a payment receipt is issued when payment is received. Once issued, a paid invoice is not altered. If something needs correcting after payment, we do it by credit note or refund so your records and ours stay consistent.
4.2 Transport surcharge. A transport surcharge of $5.50 including GST currently applies to every order. This is a temporary charge covering industry-wide increases in delivery costs and will be removed when those costs allow. It is shown separately in your cart and on your invoice.
4.3 Site access surcharges. Some buildings require loading-dock bookings, security escorts or long internal carries. Where that applies, an additional delivery surcharge is shown at checkout before you pay.
4.4 Card payment surcharge. Where a surcharge applies to card payments it is disclosed before you complete payment and never exceeds our cost of accepting that card.
4.5 The price you are quoted is the price you pay. We may change our prices from time to time, but a change never applies to an order we have already confirmed. Once your order is confirmed, the price is fixed, and we will not invoice you at a higher price than the one shown when you ordered. If something about your order changes after confirmation and that affects the price, we will tell you and get your agreement first.
4.6 Quotes. Our website prices apply to all orders, and we do not prepare individual quotes for smaller events. For large functions, generally more than 200 guests, please contact us and we will put a quote together for you.
5. Payment
5.1 How you can pay. We accept Visa, Mastercard and American Express, and bank transfer (EFT). Approved account customers may also pay on invoice.
5.2 Payment at the time of ordering. Unless you hold an approved credit account with us, payment is required at the time of ordering.
5.3 Bank transfer. If you pay by EFT, please email the remittance to [email protected] and include the invoice number as the payment reference. Without a reference we may not be able to match your payment, and the invoice will continue to show as unpaid.
5.4 Account credit. Where an account credit or rebate applies, it is applied to your account and may be used against future orders. Details are shown in your account area. Credits have no cash value and are not transferable.
6. Credit accounts and overdue payment
This section applies whenever you pay on invoice rather than at the time of ordering.
6.1 Paying on invoice. The option to pay on invoice is offered at our discretion. We may ask you to complete an application before extending or continuing it, and we may limit, suspend or withdraw it at any time, including as set out in clauses 6.7 and 6.8. We will tell you if we do.
6.2 Payment terms. Invoices are payable by the due date shown on the invoice. Unless we have agreed different terms with you in writing, that date is 7 days from the date of the invoice. Where we have agreed different terms with your organisation, those agreed terms apply and are shown on each invoice.
6.3 Purchase orders and internal approvals. If your organisation requires a purchase order number, a supplier portal submission or an internal approval before paying, that is entirely fine, and we will include any reference you need on the invoice if you tell us. However, your internal process does not change the due date. Please give us any required reference when you place the order.
6.4 Accounts payable contact. Please tell us the name and email address of the person or team who handles your invoices. Invoices and reminders sent to that address are taken to have been received by your organisation.
6.5 Disputed invoices. If you believe an invoice is wrong, tell us within 7 business days of receiving it, with the reason. We will put that invoice on hold and stop reminders while we investigate. Any part of the invoice that is not in dispute remains payable by the due date.
6.6 How payments are applied. Unless you tell us otherwise in writing, we apply payments to your oldest outstanding invoice first.
6.7 Credit hold. If an invoice is not paid by its due date and we have not agreed a payment arrangement with you, we may place your account on credit hold. While an account is on credit hold, the option to pay on invoice is withdrawn. You can still order from us, but orders must be paid at the time of ordering. We will always give you notice, with a date, before placing an account on credit hold.
6.8 Organisation-wide credit hold. Where an overdue balance remains unresolved after we have placed an individual account on credit hold, we may extend the credit hold to all accounts within your organisation, including accounts held by colleagues who order separately. We will give notice, with a date, before doing so. A credit hold is lifted as soon as the outstanding balance is cleared.
6.9 Suspension of supply. We may decline or suspend further orders while an account has an overdue balance.
6.10 Interest on overdue amounts. We may charge interest on any amount that remains unpaid after its due date, at the Reserve Bank of Australia cash rate plus 3% a year, calculated daily from the due date until payment is received. We do not have to charge interest, and in practice we would rather resolve an overdue account than add to it.
6.11 Recovery costs. If we have to refer an overdue account to an external collections agency or to our lawyers, you agree to pay the reasonable costs we actually incur in recovering the debt. We will always give you written notice, with a date by which payment or an arrangement will avoid that step, before making any referral.
6.12 Payment arrangements. If you are having difficulty paying, contact us. We would much rather agree a payment plan than escalate an account, and we will work with you where we reasonably can.
6.13 Which terms apply. The terms in this section apply to orders placed after you accept these terms. They do not apply retrospectively to invoices issued under earlier terms.
7. Cancellations and refunds
7.1 Cancelling before the cut-off. You can cancel any order up to the cut-off time for that order, which is the same cut-off shown when you placed it (see clause 2.4). Up to that point nothing has been produced or committed on your behalf, so there is nothing to charge you for.
You choose how you would like to be refunded:
- in full as account credit, which you can use against any future order, or
- to your original payment method, less a 2% cancellation charge, which covers the transaction and administration costs of the original payment and the refund, which are not returned to us.
Account credit is always the full amount. The 2% charge is the same however you chose to pay.
7.2 Cancelling after the cut-off. Once the cut-off has passed, ingredients have been bought and production is scheduled. Cancellations after the cut-off may be charged, up to the full order value. We will always tell you the amount before charging it, and where we can reduce or waive it we will.
A cancellation charge reflects costs we have already committed and cannot recover. These include ingredients bought for your order, production and staff time already scheduled, and transaction costs on the original payment that are not returned to us. The charge is the same however you chose to pay.
7.3 Larger orders need an extra day. For larger orders we pre-commit to our suppliers earlier than usual, so we need more notice. Orders over $500 must be cancelled at least one additional business day before the cut-off to avoid a charge. If you think your order is likely to change, tell us early and we will tell you exactly what your cancellation deadline is.
7.4 Food you have paid for but cannot receive. If an order is cancelled too late to avoid a charge and you are not able to receive it, we would much rather the food fed someone than went to waste. Where circumstances allow, we will offer to deliver it on your behalf to a local charity, usually the Parramatta Mission.
This is an offer we make where we can, not a guarantee. It depends on timing, on food safety, and on whether the charity is able to receive a delivery that day. It does not change the amount charged for the cancelled order. This is not a donation you can claim on your tax, and no charity receipt is issued to you.
7.5 Cancellation by us. If we cannot fulfil a confirmed order, we will tell you as soon as possible and refund you in full. Nothing in this clause limits your rights under clause 11.
7.6 Refund method. Refunds are made to the original payment method, or as an account credit if you prefer. Where a refund is one we are not required to give, such as a late cancellation, any cancellation charge under clauses 7.1, 7.2 and 7.3 is deducted before the refund is made. Where a refund is required by law, including under clause 11, it is refunded in full with no deduction.
7.7 Discretion. We may reduce or waive any cancellation charge under this section at our discretion. Waiving a charge on one occasion does not mean it will be waived again.
8. Delivery
8.1 Where we deliver. We deliver to Parramatta and surrounding areas, and we can often deliver further out for an additional charge. Enter your delivery address at checkout and it will tell you whether we can deliver to it, and what the delivery charge will be, before you pay. We do not deliver to PO boxes, and we do not ship interstate or internationally.
8.2 Delivery charges. Delivery charges depend on your address and are calculated at checkout.
8.3 Delivery times are an indication, not a guarantee. The delivery window you choose tells us when you would like your order to arrive, and we plan our runs around it. It is an indication of when you want the order, and we do not offer a guaranteed delivery time. Traffic, building access, weather and other factors outside our control all affect timing.
We may also deliver earlier than your chosen window where our delivery run requires it. If an early delivery would be a problem for you, please tell us when you order. If we expect to be significantly late, we will contact you.
8.4 Access. Please make sure someone is available to receive the delivery, and tell us about loading docks, security sign-in, lift access or parking restrictions when you order. If we cannot access the site or nobody is available to receive an order, we may leave it at reception or a nominated point, and the order is treated as delivered.
8.5 No tracking numbers. Deliveries are made by our own staff in our own vehicles, so no tracking number is issued. You can see your order history in your account, or call us.
9. Food safety, allergens and dietary requirements
9.1 Fresh, perishable food. Everything we make is fresh and perishable. It is prepared for service at the time you nominate and should be refrigerated if not served promptly.
9.2 After delivery. Once food has been delivered and accepted, its storage, handling and service are your responsibility. We cannot accept responsibility for food that has been removed from the delivery address, held outside safe temperatures, or served well after the nominated service time.
9.3 Dietary requirements must be ordered as separate items. We cater for most dietary requirements, but each guest with a dietary requirement must have their own item ordered specifically for them, selected from the dietary options on our website.
Please do not add dietary requirements as a note on a standard order. A note does not change what is produced: it means we have to rebuild the order manually, and because many dietary items cost more than their standard equivalents, it usually means additional charges too. Ordering the correct item up front avoids delays, avoids surprise charges, and is the only way we can be confident the right food reaches the right person.
Dietary items are packed separately and labelled. A dietary request is only confirmed once we have told you we can meet it.
If you are unsure, please ask, and please ask early. We publish dietary and ingredient information on our website, but it cannot cover every situation. If you need advice on which items suit a particular requirement, contact us with as much notice as you can, well before your cut-off. We would always rather talk it through than have you guess.
9.4 Allergens: important. Our kitchen handles nuts, gluten, dairy, egg, soy, sesame, fish and shellfish. Although we take care with preparation and labelling, we cannot guarantee any item is entirely free of a given allergen, and we cannot guarantee an allergen-free environment. If you or a guest has a severe allergy or anaphylaxis, please tell us before ordering so we can discuss it, and make your own assessment of whether our food is suitable.
9.5 Ingredient information. We are happy to provide ingredient information on request. Product descriptions are prepared carefully but suppliers occasionally change formulations, so please ask us if an ingredient matters to you.
10. Equipment hire
10.1 Your responsibility while equipment is with you. Where you hire equipment from us, or where we supply platters, stands, urns or other reusable items with your order, those items remain our property and you are responsible for them from delivery until we collect them.
10.2 Loss and damage. Equipment that is lost, not returned, or returned damaged beyond normal use is charged at full replacement cost. We will tell you what has been charged and why. Please keep hired items secure and together, and let us know promptly if something is missing or has been damaged.
10.3 Collection. Please have hired equipment available for collection at the agreed time and place. Delivery and collection charges may apply, and a further charge may apply if we have to attend more than once.
11. Your rights under the Australian Consumer Law
11.1 Consumer guarantees. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, our food must be safe, of acceptable quality, fit for purpose and match its description.
11.2 What you are entitled to. If there is a major problem with what we supply, you are entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage. If the problem is minor, we are entitled to fix it within a reasonable time; if we cannot, you can seek a refund.
11.3 Nothing here limits those rights. Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
11.4 Change of mind. Because our food is fresh and perishable, we cannot accept returns simply because you have changed your mind. This does not affect your rights under clause 11.1.
11.5 Telling us about a problem. If something is wrong, please tell us as soon as you can, ideally on the day, so we can put it right. Email [email protected] with your order number and, if it helps, a photograph.
12. Our liability
12.1 Subject to your consumer rights. This clause applies only to the extent permitted by law and is subject to clause 11.
12.2 Limit. Where our liability can lawfully be limited, our total liability for any claim connected with an order is limited, at our option, to re-supplying the goods or services, or to refunding the amount you paid for the order the claim relates to.
12.3 Indirect loss. To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profits, business or opportunity.
12.4 Events outside our control. We are not responsible for failure or delay caused by events outside our reasonable control, including extreme weather, fire, flood, accident, industrial action, supply failure, utility or telecommunications failure, or government action. If such an event prevents delivery, we will refund you for any order we cannot fulfil.
13. Privacy
We collect personal information to process your orders, arrange delivery, manage your account and communicate with you. We handle it in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We do not sell your information. Payment card details are handled by our payment providers and are not stored by us.
14. Your account and using our website
14.1 Accounts are for one person. Your account is personal to you. Accounts must not be shared between colleagues. Keep your login details secure, do not give them to anyone else, and tell us promptly if you think someone else has accessed your account. If several people in your organisation order from us, each should have their own account. You are responsible for activity under your account.
Accounts are also not transferable. If someone leaves your organisation or changes role, please do not pass their account to their replacement. Their replacement can register their own account on our website in about thirty seconds, which keeps invoices, delivery history and contact details accurate. Let us know if an old account should be closed.
Please register with your organisation’s email address, not a personal one. We identify organisations by their email domain, so your work address is what links your orders, invoices and any agreed payment terms to your organisation. An account registered with a personal email address will not be recognised as part of your organisation, and cannot use its account terms.
14.2 Every order needs a named billing contact and a named delivery contact. The name of the person placing the order must appear on the order, either in the billing details or in the order notes, and we also need a contact for the delivery address.
We need both because they are often different people: one authorises and pays, the other receives the food. Without them we cannot resolve delivery problems on the day, and we cannot get invoices to the right person, which is the most common reason an invoice goes unpaid.
Orders without a billing contact and a delivery contact will not be processed, and may be cancelled.
14.3 Acceptable use. Please use our website lawfully. Do not attempt to interfere with it, gain unauthorised access to it, or use it to send unlawful, misleading or abusive material.
14.4 Our content. The text, images, recipes, menus and design on our website belong to us or our licensors. You may view and print pages for your own use, but not reproduce them commercially without our permission.
14.5 Availability and accuracy. We aim to keep the website accurate and available, but we do not guarantee it will be uninterrupted or error free. Menus, prices and images are a guide; the details confirmed on your order are what applies.
14.6 Links. Where we link to other websites, we are not responsible for their content.
15. Changes to these terms
We may update these terms from time to time. The version that applies to your order is the one published when we confirm that order, and we ask you to accept the current terms at checkout. Changes do not apply retrospectively to orders already placed. Where we make a material change, we will say so on the checkout page and here, with the date it took effect.
16. General
16.1 Governing law. These terms are governed by the law of New South Wales, and the courts of New South Wales have jurisdiction.
16.2 Notices. Notices to you may be sent to the email address on your account or your nominated accounts payable address. Notices to us should go to [email protected].
16.3 Severability. If any part of these terms is found to be unenforceable, the rest continues to apply.
16.4 Entire agreement. These terms, together with your confirmed order, form the agreement between us. Where we have signed a separate written agreement with your organisation, that agreement prevails to the extent of any inconsistency.
17. Contact us
White Henry, Shop 4, 118 Church Street, Parramatta NSW 2150
Phone: 02 9640 0366
Email: [email protected]
Maple Bay Pty Ltd as trustee for the Canestrari-Soh Family Trust, trading as White Henry. ABN 27 109 532 018.