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​Frequently Asked Questions

Everything you need to know before making your booking can be found below.

Cleanliness and Hygiene

What measures are taken to keep my guests safe during the COVID pandemic?

We are committed to ensuring the health and safety of your guests and staff. In addition to our regular high standards of hygiene, this includes:

  • Providing hand sanitiser at the ordering window.

  • Full van sanitisation before and between events.

  • Regular sanitisation of the ordering window/shelf during events.

  • We are also more than happy to wear face masks when requested during booking.

Booking

What are Packages?

Packages are our way of giving you several options for your event in a simplified way. We have four packages, which you can read about on the Packages & Pricing page. You will need to choose one of these packages when using the Booking Form.

Please Note: Wedding bookings must select the 'Wedding' package.

How do I book?

We've tried to make the process of requesting a booking as simple as possible:

  1. Ensure you are familiar with the Packages & Pricing page, as the booking form will require you to specify 'Package' and 'Number of Serves'.

  2. Go to the Booking Form, and complete and submit the form.

After I submit the booking form, what happens next?

We will respond to your booking request, usually within 2 business days, with our availability and a final booking cost. We will also provide you with the steps to secure the date, which will require a deposit.​

Do I have to pay a deposit in advance?

Yes, we require a 50% deposit of the booking total before we can hold your date/time. We will explain this when responding to your booking request.

I'm holding an event (ie. fair, charity, club, food truck park) where patrons will be paying for their own purchases. Do you do these events?

We absolutely do, but this depends on our availability. When filling out the Booking Form, you will be asked "Who will be paying for the service?" where you can select:
 

  • Guests will pay for their own purchases

  • Guests will pay (and our organisation requires a donation)


If selecting the second option, please discuss donation in the 'Notes of Special requirement' field.

Cancellations / Rescheduling

Can I have my deposit refunded if I cancel my booking?

Yes, but we may take a fee if you are cancelling with short notice. Our cancellation terms and fees are outlined below, and are based on when the cancellation request is sent:
 

  • More than 28 days prior to original event date: 100% of deposit refunded.

  • Between 28 & 7 days prior to original event date: 75% of deposit refunded.

  • Less than 7 days prior to original event date: 50% of deposit refunded.


For cancellation requests, please contact us via email, which you can find on the Contact page.

Please note: These cancellation terms do not apply in the event of any potential future COVID lockdowns, in which case full refunds will be available, regardless of notice.

Can I reschedule my booking instead?

Yes, you can reschedule your booking anytime, however this will depend on our availability for your rescheduled date and will not reset the 'original event date' for any future cancellation requests.

For rescheduling requests, please contact us via email, which you can find on the Contact page.

Why are there cancellation fees?

We need to order stock to fulfil your booking and we often need to do this a month in advance. If your booking is cancelled, this stock may not be able to be re-used due to its shelf life. Simply, we use the cancellation fees to subsidise the loss we incur.

Other FAQs

Some of my guests may have nut allergies. Do you serve nuts?

Yes, we serve nut toppings. However, while filling the Booking Form, you will be asked the question "May we serve nuts to guests?" where you can indicate that you would prefer that no nuts are served.

Do your ice cream vans play music like classic ice cream vans?

Yes, and we can play music as we arrive. When filling out the Booking Form, you will be asked "Would you like music on arrival?" and you will be given 3 options:
 

  • No, don't play a chime

  • Yes, play Greensleeves on arrival

  • Yes, play Happy Birthday on arrival


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