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Terms & Conditions

Welcome to Quack's Gelato. By placing an order through our website or any of our official ordering channels, you explicitly agree to be bound by the following Terms & Conditions. Please read them carefully before completing your purchase.

1. Online Operation & Kitchen Nature

  • Online Operation: Quack's Gelato is an online-only, micro-batch gelato brand. All business transactions, orders, and inquiries are conducted digitally through our website or official online channels.

  • Order Fulfilment: All gelato is churned to order and fulfilled from our private residential kitchen located at 27 Dover Crescent, Singapore. Order slots and flavor availabilities are subject to a first-come, first-served policy based on our kitchen capacity.

2. Ordering, Payment Terms & Chargeback Protections

  • Payment Requirement: Full payment of the order total (including any applicable delivery fees) must be processed and verified at the time of ordering. No order slot will be reserved or prepared without confirmed payment.

  • Order Modifications: Because our gelato is a highly fresh, made-to-order product, any requests to modify order items, change pickup/delivery dates, or cancel an order must be submitted at least 48 hours prior to your chosen timeframe. We reserve the right to reject any modification requests made past this cutoff.

  • Promotional & Bundle Pricing: Any approved refunds or store credits for items purchased under a marketing promotion, discount code, or curated bundle deal will be calculated and issued strictly based on the prorated net price paid at checkout, not the standard individual retail value. Promo codes are single-use and will not be reissued under any circumstances.

  • Chargeback & Payment Dispute Prevention: By completing a transaction on our site, the customer explicitly acknowledges that these Terms & Conditions constitute a legally binding contractual agreement. In the event that a customer initiates an unauthorized payment dispute, reversal, or card chargeback with their credit card company or issuing bank for an executed delivery, missed collection, or forfeited order governed under these terms, Quack's Gelato reserves the right to submit this document, along with checkout time-logs and delivery tracking records, as definitive, conclusive evidence to immediately dismiss and defeat the bank dispute.

3. $8 Islandwide Delivery & Excluded Zones

We offer a flat-rate $8 islandwide delivery service to standard residential and commercial addresses in Singapore, subject to strict geographical boundaries.

Due to extended travel distance from our Dover kitchen, complex security clearances, or excessive entry/parking fees, we do not deliver to the following locations:

  • Tuas & Western Industrial Areas (e.g., Pioneer, Shipyards)

  • Jurong Island

  • Sentosa Island

  • Changi & Cargo Complexes (including Changi Airport, Changi Airfreight Centre, and ALPS)

  • All Military Camps, Bases, and Restricted Airbases

  • Offshore Islands (e.g., Pulau Ubin, Pulau Tekong)

  • Protected Port/Customs Areas (e.g., Pasir Panjang Wharves, Jurong Port)

If an order is mistakenly placed with a delivery address falling inside any of these excluded zones, we reserve the right to immediately cancel the order and issue a refund, or request that the customer switch their order to self-collection at Dover Crescent.

4. Unreachable Customer & Failed Delivery Policy (No Refunds)

  • Perishable Nature: Gelato is a highly perishable frozen food item that melts rapidly outside of deep-freezing conditions.

  • Delivery Window: Customers must select a specific delivery timeframe. It is the customer's sole responsibility to ensure that a designated recipient is physically present at the delivery location and reachable via the phone number provided during checkout.

  • Unreachable Protocol: If our delivery driver arrives within the selected timeframe and is unable to reach the customer after reasonable attempts (calls/texts), or if no one is available to receive the gelato:

    • The driver will not wait indefinitely or attempt a re-delivery on the same day due to tight transit schedules and temperature constraints.

    • The driver may leave the gelato at the customer’s doorstep, riser, or guardhouse only if explicitly instructed by the customer via phone. However, we take absolutely zero responsibility for melted, spoiled, or missing products resulting from unattended drop-offs.

    • If no drop-off is viable or permitted, the order will be forfeited. Strictly no refunds, credits, or complimentary replacement orders will be provided for failed deliveries due to an unreachable customer.

  • Gift Purchases & Third-Party Recipients: If an order is designated as a gift or scheduled for delivery to a third-party recipient, the buyer assumes full and unconditional responsibility for ensuring that the recipient (or an authorized building agent) is physically present and reachable during the chosen timeframe. "Surprise" deliveries where the recipient is unaware or unreachable are executed entirely at the buyer's own risk; failed drop-offs or product melting under these circumstances are strictly non-refundable and non-replaceable.

5. Self-Collection & 2-Hour Grace Period

  • Collection by Appointment: Self-collection is strictly by appointment only at 27 Dover Crescent, Singapore. Customers must arrive within their chosen collection time slot.

  • Missed Pickups & Re-arrangement: We provide a strict 2-hour grace period from your scheduled pickup time slot. If you fail to collect your order within this 2-hour window without prior written notice:

    • Your original appointment slot will be canceled.

    • You will be required to contact us directly to re-arrange a new collection appointment, which is strictly subject to our personal availability and scheduling constraints.

    • Due to limited freezer storage space, uncollected orders will only be held for a maximum of 48 hours from the original scheduled date. Orders not successfully re-arranged and picked up within 48 hours will be permanently discarded, and no refunds, credits, or replacements will be issued.

6. Customer Address Accuracy & Routing Errors

  • Inaccurate Information Policy: Customers are solely responsible for ensuring that the full delivery address, unit numbers, postal codes, and contact numbers entered at checkout are entirely complete, accurate, and truthful.

  • Failed Deliveries via Input Errors: Quack's Gelato assumes absolutely no responsibility or liability for orders that encounter delivery issues, delays, or immediate spoilage due to incorrect or missing information provided by the customer.

  • Disposal and Non-Refund: If a delivery cannot be executed because an incorrect or outdated address was supplied, the order will be disposed of in accordance with food safety standards. Strictly no refunds, discount vouchers, or free re-deliveries will be given for customer address mistakes.

7. Delays Beyond Control (Force Majeure)

  • Operational Exceptions: While we endeavor to fulfill all deliveries within the customer's selected time windows, Quack's Gelato is not liable or responsible for any failure to perform, or transit delays in performing, our delivery obligations caused by events outside our reasonable control.

  • Exempted Events: These events include, but are not limited to: severe tropical downpours, flash floods, unannounced road closures, major traffic accidents on key expressways (e.g., AYE, PIE, BKE), or sudden vehicle breakdowns.

  • Product Integrity Preservation: Provided that the gelato arrives safely frozen and structurally sound upon delayed delivery, minor delays within a reasonable timeframe due to external conditions do not entitle the customer to refunds, fee waivers, or order cancellations.

8. Quality Issues & Strict 2-Hour Complaint Window

  • Immediate Verification: Due to the ultra-perishable, temperature-sensitive nature of frozen goods, customers must inspect their items immediately upon delivery or collection.

  • Reporting Cutoff: Any legitimate claims regarding incorrect flavors, missing items, damaged packaging, or severe melting that occurred during transit must be reported to us via our official WhatsApp link within two (2) hours of receipt.

  • Evidence Requirement: Every complaint must be accompanied by clear, undoctored photographic or video evidence showing the state of the product, its packaging, and the delivery timestamp.

  • Forfeiture of Claims: Any claims raised past this strict 2-hour window will be systematically rejected, as we cannot verify if the structural deterioration occurred due to consumer storage negligence or freezer delay post-handoff.

9. Storage & Allergen Disclaimer

  • Storage Instructions: Gelato must be transferred to a functional freezer operating at or below -18°C immediately upon delivery or collection. Quack's Gelato holds no liability for deterioration of product quality, taste, texture, or structural integrity caused by improper storage or delayed freezing post-handoff.

  • Food Allergens Notice: Our gelato is prepared in a private residential kitchen environment that handles diverse ingredients. While we uphold strict sanitization and hygiene standards, our products may contain traces of, or come into direct contact with, common food allergens including dairy (milk), eggs, tree nuts, peanuts, wheat, and soy. If you or your recipients suffer from severe or life-threatening food allergies, please contact us via the WhatsApp link on our website page before placing an order.

10. Ultimate Limitation of Liability & Indemnity

  • Financial Cap: To the fullest extent permitted under Singapore law, the total collective liability of Quack's Gelato (including any operators or drivers) for any claim, loss, damage, or injury arising directly or indirectly from product defects, order shortfalls, or operational breaches shall not under any circumstances exceed an amount equivalent to the exact purchase price of the specific product ordered.

  • Exclusion of Damages: Quack's Gelato shall not be held liable for any indirect, consequential, special, or accidental losses or damages of any kind whatsoever.

  • Customer Handing Risk: The customer explicitly acknowledges that products are handled and consumed entirely at the customer's own risk once handoff is completed. The customer agrees to indemnify and hold Quack's Gelato harmless from any third-party claims, health complications, or personal disputes resulting from consumer mismanagement, improper storage, or the sharing of items with unverified allergen profiles.

11. Governing Law & Dispute Resolution

  • Singapore Jurisdiction: These Terms & Conditions shall be governed by, and construed in accordance with, the laws of the Republic of Singapore. Any legal disputes, mediation processes, or claims arising directly out of or in connection with these operational terms shall be subject to the exclusive jurisdiction of the courts of Singapore.

12. Amendments to Terms

  • Quack's Gelato reserves the right to modify these Terms & Conditions, adjust menu pricing, alter flat delivery rates, or change operational frameworks at any given time without prior announcement.