Policies · Phở 999 @ Polaris
Terms & Conditions
The rules for using this website and ordering food online for pickup.
At a glance
- Online orders on this website are pickup only. We don't deliver or take table orders through this website.
- Prices are in Australian dollars and include GST. The total you see before you pay is the total we charge. We don't add a surcharge for paying by card or eftpos.
- Food images are presentation images. Some are photos of our dishes, some are edited with digital or AI tools and some are AI illustrations. The dish description is what you are buying.
- Need to cancel? Call (03) 9467 2886 straight away. If we haven't started cooking, you get a full refund.
- Nothing in these terms takes away your rights under the Australian Consumer Law.
1. About us and these terms
This website and our online ordering are operated by LLA PACIFIC PTY LTD (ACN 647 091 665, ABN 58 647 091 665), trading as Phở 999 @ Polaris (“Phở 999”, “we”, “us”, “our”). Our restaurant is at Polaris Town Centre, 22 Copernicus Cres, Bundoora VIC 3083.
These terms apply when you browse this website or place an order through it. Please read them together with our Privacy Policy, Allergen & Dietary Notice and Refunds & Complaints Policy. You must tick the box at checkout to confirm you agree before you can pay.
We publish these terms in English, Vietnamese and Chinese. If the translations differ, the English version applies.
2. Pickup-only service
- Orders placed on this website are prepared for collection from our counter at Polaris Town Centre, 22 Copernicus Cres, Bundoora VIC 3083.
- We do not offer delivery, dine-in table ordering or QR table ordering through this website.
- If you order through a third-party delivery or ordering app, that app's own terms, prices, fees and refund process apply to your order. See section 5 of our Refunds & Complaints Policy.
3. Menu, prices and availability
- All prices are in Australian dollars (AUD) and include GST.
- When you pay, our system checks every price against our point-of-sale system. If the total has changed, we stop the payment and show you the new total. We never charge an amount you have not seen.
- We don't add a surcharge for paying by card, eftpos or mobile wallet, online or in store.
- Dishes are subject to availability. Items that have sold out are marked and cannot be ordered.
- Ingredients can change with the season or with our suppliers. If a change affects allergens or makes a dish materially different from its description, we will contact you before we cook it. You can then go ahead or cancel for a full refund.
- If we find an obvious error in a price or description in your order, we will contact you before we cook it. You can then choose to go ahead at the correct price or cancel for a full refund.
- Prices and items on third-party apps are set on those apps and may differ from our in-store and website prices.
4. Food images and descriptions
We want you to know what our images are. They come from three sources:
- Photos of our dishes.
- Edited photos of our dishes. These start from a photo of our real dish. The lighting, background, cropping or framing have then been changed with digital or AI editing tools so that the images match across the menu.
- AI illustrations. These images and short motion clips were created with generative AI tools. They are used for the preparation story and some promotional scenes on our homepage. They are labelled AI illustration where they appear. They are artistic scenes, not footage of our kitchen or a description of our recipes.
All food images are a guide to the dish. Presentation, portion appearance, garnish, colour and tableware may differ from what you receive. Pickup orders are packed in takeaway containers, not the bowls and plates shown. The written description, ingredients, allergen information and price describe what you are buying. An image does not add items that are not in the description.
If a dish you receive is materially different from its description, please tell us. See our Refunds & Complaints Policy.
5. Placing your order
- To order online you need to give a name for the pickup, an Australian mobile number and a pickup time. You also need to agree to these terms. Please check your order before you pay. We rely on the mobile number you give us to contact you.
- Your order is accepted when your payment is approved and the confirmation screen appears. If payment is declined, no order is placed and nothing is charged.
- We may decline or cancel an order before or after payment, but only for a good reason. Examples are an item that is no longer available, an order the kitchen cannot safely prepare in time, an unexpected closure, an obvious pricing error or a suspected fraudulent order. If we cancel an order you have paid for, we will tell you and refund the full amount.
6. Pickup times
- Online ordering is available during our opening hours. The earliest pickup time is about 20 minutes after you order. We stop taking online orders 15 minutes before closing time.
- Pickup times are our best estimate. If your order will be noticeably late, we will try to call you. If we cannot have your order ready within a reasonable time of your pickup time, you can cancel for a full refund.
- Opening hours shown on this website may change on public holidays or for unexpected reasons. If a change affects an order you have already paid for, we will contact you.
7. Collecting your order
- Come to the counter and give the name on the order. Someone else can collect for you if they give that name.
- Please check your order before you leave and tell us straight away if anything is missing or wrong.
- We keep uncollected orders for 60 minutes after the pickup time. After that we may have to discard them for food safety reasons. If you are running late, call (03) 9467 2886 and we will do our best to hold your order.
- Your order was prepared especially for you. If it is not collected and you have not contacted us, we may not be able to give a refund. This does not affect your rights if the problem was our fault.
- Takeaway food is best eaten straight away. If you are not eating it soon, refrigerate it promptly. Reheat it until it is steaming hot.
8. Payment
- Online: pay by credit or debit card, Apple Pay or Google Pay. Payments are processed by Square. Your card details are entered into Square's secure payment form. We never see or store your full card number.
- At the counter: we accept eftpos, credit and debit cards and mobile wallets through our Square terminal.
- For online orders, your payment is taken when you place your order.
- Online, we currently don't accept gift cards, vouchers, discount codes, loyalty points or tips. If we add any of these, the checkout will show them before you pay.
9. Changing or cancelling your order
- Call (03) 9467 2886 as soon as possible. Online orders cannot be changed on the website once they are paid.
- If we have not started preparing your order, we will cancel it and refund it in full. If you want something different, we may ask you to place a new order.
- Once we have started cooking, we can't give a refund just because you have changed your mind. This does not affect your rights if something is wrong with your order.
10. Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. The food we supply must be safe and of acceptable quality. It must match its description and be fit for any purpose you tell us about. Our services must be provided with due care and skill.
Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Our Refunds & Complaints Policy explains how we fix problems.
11. Our responsibility
- Section 10 always applies. Within what the law allows, we are not responsible for indirect or consequential loss caused by using this website. Examples are the website or online ordering being temporarily unavailable, or an issue with your device or internet connection.
- This does not limit our responsibility for death or personal injury caused by our negligence, or any responsibility that the law does not allow us to limit.
12. Allergies and dietary needs
Please read our Allergen & Dietary Notice before ordering. Tell us about any allergy when you order. If you have a severe allergy, call (03) 9467 2886 before you order. We cannot guarantee that any dish is free from allergens or traces of allergens.
13. Using this website
- Please use this website lawfully. Don't place false or fraudulent orders, interfere with the website's security, or use automated tools to place orders or copy content in bulk.
- The text, menu layout, images and design of this website belong to Phở 999 or to the people who licensed them to us. Do not copy them for commercial use without our written permission.
- Links to other services, such as Google Maps, are there for convenience. Those services have their own terms and privacy policies.
14. Changes to these terms
We may update these terms, for example when our services or the law change. The version on this website when you place an order applies to that order. The date at the top of this page shows when we last changed it.
15. Governing law
These terms are governed by the laws of Victoria, Australia. Nothing in them stops you from contacting Consumer Affairs Victoria or applying to Victorian Civil and Administrative Tribunal (VCAT).
Contact us
LLA PACIFIC PTY LTD · trading as Phở 999 @ Polaris
Polaris Town Centre, 22 Copernicus Cres, Bundoora VIC 3083
Phone (03) 9467 2886
ACN 647 091 665 · ABN 58 647 091 665