LEGAL

Terms & Conditions

Last updated: 5 October 2026

These Terms & Conditions (“Terms”) apply to your use of chichasanchen.com.au (the “website”) and to orders you place on our online ordering site, order.chichasanchen.com.au (the “ordering site”). Please read them carefully, especially the sections on orders, refunds and our liability. By using the website or placing an order on the ordering site, you agree to these Terms. If you do not agree, please do not use the website or the ordering site.

Your rights under the Australian Consumer Law are not affected by these Terms. See section 16.

At a glance

Online orders are paid in full when you order. Our drinks are made fresh, so an order cannot be cancelled for change of mind once we have started preparing it.
If a drink is faulty, incorrect or missing, tell us as soon as possible and we will put it right as the Australian Consumer Law requires. See our Refund Policy.
Prices can differ between stores and ordering channels. The price shown before you pay is the price you pay.
If you have a food allergy, please speak to our staff before you order. Do not rely on an order note.

1. About us

The website and the ordering site are operated by Sugarian Group Pty Ltd (ABN 77 670 070 112) (“Sugarian Group”, “we”, “us” or “our”), the operator of CHICHA San Chen Australia.

CHICHA San Chen is a Taiwanese tea brand, established in Taiwan in 1998. In Australia, CHICHA San Chen is operated by Sugarian Group under licence from the brand owner. Some stores may be operated by a related company of Sugarian Group, or independently owned and operated by a franchisee. Where that is the case, that business is the seller of orders placed with that store, and references to “we” in sections 3 to 10 include it. You can always contact us, and we will make sure your request reaches the right business.

At the date of these Terms, our stores are in Bankstown, Cabramatta, Chatswood, Hornsby, Parramatta and Town Hall (Sydney), New South Wales, with more coming soon. The current list, with addresses and opening hours, is on our Stores page. Orders under these Terms can be placed only with the stores listed on that page. These Terms do not cover CHICHA San Chen stores in other countries, or any store or third-party platform listing that is not on that page.

These Terms include our Refund Policy and any extra terms shown for a particular promotion or service. If those extra terms are inconsistent with these Terms, the extra terms apply to that promotion or service. Our Privacy & Cookies Policy explains how we handle personal information (see section 15).

2. Using our website

You may use the website and the ordering site only for lawful purposes. You must not:

interfere with, disrupt or try to gain unauthorised access to the website, the ordering site, our systems or other people’s accounts;
use bots, scrapers or other automated means to copy or extract content, menus, prices or images;
place fake, fraudulent or prank orders, or use another person’s payment details without permission;
upload or send anything that is unlawful, harmful, misleading or offensive, or that contains viruses or malicious code; or
use the website or its content for commercial purposes without our written consent.

We may suspend or restrict your access if we reasonably believe you have breached these Terms. We aim to keep the website and the ordering site available, but they may sometimes be unavailable because of maintenance or events outside our control.

Accounts

If you create an account on the website or the ordering site, you must give us accurate information and keep your login details secure. You are responsible for activity on your account, unless it was not authorised by you and did not result from your failure to keep your login details secure. Tell us straight away if you think your account has been misused. We may suspend or close an account that is used fraudulently or in breach of these Terms. You can close your account at any time, as explained in our Privacy & Cookies Policy.

3. Menu, prices and product information

Menu items, toppings and availability vary between stores and may change. Some drinks are seasonal, and items can sell out.
Our drinks are handmade, so taste, sweetness, colour and appearance can vary slightly, including from photos, which are for illustration.
Prices are in Australian dollars and include GST where it applies. Prices may differ between stores and between ordering channels (in store, on the ordering site and on third-party platforms). The price shown at the counter, at checkout or on the platform before you pay is the price you pay.
We do not charge a public holiday surcharge or a card payment surcharge. Third-party delivery platforms set their own prices and fees, which they show before you pay.
We work hard to keep information accurate. If an item is listed at an obviously incorrect price or with an obviously incorrect description, we do not have to supply it on those terms. We will contact you, and you can choose to go ahead at the correct price or cancel for a full refund.

4. Ordering on our ordering site

The ordering site is provided for us by Deliverect, an online ordering platform. Online ordering is available only at the participating stores and during the times shown on the ordering site.
When you place an order, you are making an offer to buy. We accept your order when the store accepts it in our ordering system.
You must pay the full amount online when you place your order, using a payment method offered at checkout. Payments are processed by our ordering platform’s payment provider on its secure payment page. We do not see or store your full card number. You must be authorised to use the payment method you choose.
Delivery fees, any minimum order amount and the delivery area are shown at checkout before you pay. Tips are optional.
We may decline or cancel an order, for example if an item is unavailable, a price is obviously wrong (see section 3), we suspect fraud, the store cannot fulfil the order in time, or we cannot deliver to your address. If we decline or cancel your order, we will refund the full amount you paid, including any delivery fee and tip.
Order notes and special requests are requests only. We will try to follow them, but we cannot guarantee it. Please do not rely on an order note to tell us about a food allergy (see section 8).
You can order as a guest. If you create an account on the ordering site, Deliverect’s own terms also apply to that account, and its privacy notice explains how it handles your information. Deliverect provides the platform only and is not the seller of your order.

5. Pick-up and delivery

This section applies to orders placed on the ordering site.

Pick-up

Please arrive at your selected pick-up time, and check your order before you leave the counter.
Our drinks are best enjoyed fresh. If you collect an order late, ice may melt and toppings may change texture. We are not responsible for changes caused by late collection.
If an order was ready on time but is not collected on the day it was due, we may dispose of it for food safety reasons. A refund is not available in that case, unless the law requires it.

Delivery

Delivery is available only within the delivery area shown at checkout. Delivery times are estimates.
Your order may be delivered by our staff or by a third-party courier that we or our ordering platform arrange.
Please give us a correct address and phone number, and make sure someone can receive the order. If an order cannot be delivered because the details you gave were wrong or no one was available to receive it, a refund is not available, unless the law requires it.
Responsibility for the order passes to you when it is delivered to your address (or left there in line with your instructions) or when you collect it.

6. Cancelling or changing an order

Our drinks are made fresh to order, so once a store has started preparing your order, you cannot cancel or change it for change of mind.
If you need to cancel or change an order, contact the store straight away. Phone numbers are on our Stores page. If we have not started preparing it, we will try to help, and if we cancel it at your request, we will refund you in full.
This section does not affect your rights if something is wrong with your order. See section 9.

7. Orders through third-party delivery platforms

Some of our stores sell through third-party platforms, such as DoorDash and Uber Eats. Menus, prices, fees, availability and promotions on those platforms may differ from those in store and on our ordering site.
The platform’s own terms apply to how you order, pay and receive your order, and to its delivery service. The platform takes your payment and usually handles refunds for its orders, including on our behalf.
If there is a problem with a platform order, see section 5 of our Refund Policy.
We are not responsible for the platform’s own services, such as its app, fees, couriers or delivery times, except to the extent the law makes us responsible or we caused the problem. Your rights under the Australian Consumer Law in relation to the products we supply are not affected.

8. Allergens and food safety

Our drinks and toppings may contain allergens, including milk, and cross-contamination may occur in our stores. We cannot guarantee that any drink is free from any allergen.
If you have a food allergy or intolerance, please tell our staff and ask for allergen information before you order, every time. Allergen information may not be shown on our ordering site or on third-party platforms, so please contact the store before you order online.
Tea naturally contains caffeine. Please keep this in mind if you are sensitive to caffeine, pregnant or breastfeeding, or ordering for a child.
Hot drinks are served hot. Please take care, especially around children.
Chewy toppings such as tapioca pearls can be a choking risk for young children. Please supervise children while they drink.
Our drinks are made to be enjoyed soon after you receive them. Drinks containing milk or fruit should not be left unrefrigerated.
Recipes and ingredients may change from time to time.

9. Refunds and faulty products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We do not give refunds for change of mind. If something is wrong with your order, our Refund Policy explains your rights, how to tell us and how refunds are paid.

10. Promotions and offers

Promotions are subject to the terms published with them, including any dates, participating stores and ordering channels.
Promotional codes and discounts can be used only as stated in the promotion, have no cash value and cannot be exchanged for cash.
If we offer a loyalty or rewards program, it will have its own terms.
If we sell gift cards or vouchers, they will be valid for at least 3 years from purchase, as the law requires.

11. Reviews, feedback and your content

We welcome feedback, and after an online order we may ask you to rate it. If you send us reviews, ratings, photos, ideas or other content, you give us a free, non-exclusive, worldwide licence to use, copy and publish it in connection with our business. We may shorten or reformat it, but we will not change its meaning. We will not publish your contact details, or a photo that shows you or your full name, without your permission. You confirm that you own the content (or have permission to share it) and that it is lawful and not misleading. We will ask your permission before we share content you post on your own social media accounts.

This licence does not cover information you send us to make an enquiry, complaint or refund request, which we use only as set out in our Privacy & Cookies Policy.

12. Franchise information

Information about franchising on this website is general information only. It is not an offer to grant a franchise, a disclosure document, or financial, legal or investment advice.
We manage CHICHA San Chen franchising in Australia. Franchise applications are made on sugariangroup.com and are subject to the terms and privacy policy on that website.
Any franchise will be offered only in line with the Franchising Code of Conduct. This includes giving you the documents the Code requires, such as a key facts sheet, a disclosure document and the franchise agreement in the form to be signed, at least 14 days before you sign a franchise agreement or pay any non-refundable money.
Figures, store counts, timeframes and examples on this website are indicative only and may change. Unless set out in a disclosure document, we do not make any representation about the sales, income or profit a franchise may achieve.
Sending an enquiry or application does not create a franchise agreement, or any obligation for you or for us to enter into one. We may decline any application, and a CHICHA San Chen franchise may also need approval from the brand owner in Taiwan.
We strongly recommend that you get independent legal, accounting and business advice before you sign a franchise agreement.

13. Intellectual property

CHICHA San Chen and the CHICHA San Chen logos are trade marks of the CHICHA San Chen brand owner in Taiwan and are used in Australia under licence. Award logos and other third-party marks shown on the website belong to their owners. All other content on the website, including text, photos, graphics and the design of the website, is owned by us or licensed to us.

You may view and print pages for your personal, non-commercial use. You must not otherwise copy, reproduce, modify, distribute or commercially use any content or trade mark without our prior written consent and, where needed, the consent of its owner.

14. Third-party links and services

The website and the ordering site link to third-party websites and services, such as Google Maps, Instagram and Facebook, and some of our stores also sell through third-party delivery platforms. We do not control those websites, services and platforms and are not responsible for their content or practices, and their own terms and privacy policies apply. This does not limit our responsibility for the products we supply to you, for the menu, prices and other information we provide on the ordering site, or for the service providers we use to run it, such as Deliverect and our payment provider.

15. Privacy

Our Privacy & Cookies Policy explains how we collect, use and protect your personal information, and how we use cookies.

16. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law, or any other right that cannot lawfully be excluded or limited (“Non-Excludable Rights”). If you have a problem with a product or service, please contact us first. You can also contact NSW Fair Trading.

17. Limitation of liability

Subject to your Non-Excludable Rights and to the extent permitted by law:

the website and its content are provided “as is”, and we do not promise that the website or the ordering site will be uninterrupted, error-free or free from viruses;
we are not liable for any indirect or consequential loss, or for loss of profit, revenue, data or business opportunity, arising from your use of the website, the ordering site or our products;
where the law allows us to limit our liability for a failure to comply with a consumer guarantee (for example, for goods not of a kind ordinarily acquired for personal, domestic or household use), our liability is limited, at our option, to replacing the goods, supplying equivalent goods, or paying the cost of doing either; and
our liability is reduced to the extent that you caused or contributed to the loss.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for our fraud.

18. Indemnity

You are responsible for, and agree to make good, any reasonably foreseeable loss, damage or reasonable costs (including reasonable legal costs) we suffer because you misuse the website or the ordering site in breach of section 2, place a fraudulent order or infringe someone else’s rights, except to the extent that we caused or contributed to it.

19. Events outside our control

Subject to your Non-Excludable Rights, we are not liable for any delay or failure caused by events outside our reasonable control, such as natural disasters, extreme weather, pandemics, supply shortages, widespread power, internet or third-party system outages, or government action. If such an event affects your order, we will let you know. If we cannot supply your order, we will cancel it and refund you in full. If it is delayed, you may cancel it for a full refund.

20. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes in the law, our menu or how we operate. The updated Terms apply from the date they are posted on this page, to your use of the website and to orders placed after that date. Changes do not affect orders already placed.

21. General

These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts that can hear appeals from them.
If any part of these Terms is found to be invalid or unenforceable, it will be read down or severed, and the rest of these Terms will continue to apply.
If we do not enforce a right under these Terms straight away, we have not given up that right.
We may transfer our rights and obligations under these Terms to a related company or to a buyer of our business, provided this does not reduce your rights. You may not transfer your rights without our written consent.

22. Contact us

Sugarian Group Pty Ltd
Operator of CHICHA San Chen Australia
ABN 77 670 070 112
Email: info@chichasanchen.com.au