Terms & Conditions

(Rentals, click here)

Order Cut-Off, Dispatch

Orders received before 11am Mon-Thu, are processed and dispatched same day. Orders received on Friday are not processed until Monday. For all public holidays applicable to Victoria, orders are not processed until the next business day, subject to the previous rule. 

If you are placing an urgent order after cut-off, we kindly advise that you confirm over the phone if we can meet your expectations, prior to placing your order.

Please note: Orders containing prepacked fairy floss or popcorn, may incur an additional delay of one to two days, however most of the time this is not the case.

Shipping Information

Standard shipping typically is via Australia Post Standard Service. Delivery times vary, however it is usually 3-5 business days to capital cities including Melbourne, Sydney, Canberra, Brisbane. Regional areas are 5 days plus. Express Shipping is either via Australia Post Express Service, or via Direct Freight Express, and in many cases is next business day. For time sensitive deliveries, feel free to call us to confirm. NOTE: for bulky or heavy items express shipping is almost exclusively sent via Direct Freight Express. 

IMPORTANT: We cannot guarantee delivery times.

The website occasionally under-calculates shipping for distant or regional shipping addresses or for bulky and/or heavy goods, and it may miss a portion of your delivery cost at checkout. In such an event we will send you an email notifying of you this. 

 

Authority to Leave

When placing on online order you consent that in the event no one is available at your delivery address, for your order to be delivered and left in a safe place. If you do not want to accept this condition, please call our office for assistance before placing your order.

This section does not apply to equipment hire. Hires are covered by the Rentals terms below.

Attempted / Futile Delivery

If delivery cannot be made due to incorrect shipping information or any other reason not attributed to us, redelivery charges apply. If the delivery is returned, further shipping fees apply to resend the order.

Non-Supply

We reserve the right to cancel and refund in full any order.

Appliances and Equipment

Appliances and Equipment sold on this website are intended for commercial use only and are not intended for use by children.

If your equipment arrives damaged, including cosmetic damage, contact us with photos as soon as you can so we can sort it out with you. Your rights under the Australian Consumer Law apply, whether you use the equipment at home or in a business.

THE FOLLOWING CANNOT BE RETURNED FOR A CHANGE OF MIND:

• Bulk Sugar
• Packaged Fairy Floss
• Packaged Popcorn
• Customised Products
• Large Orders

If you are unsure your order can be returned, please confirm prior to placing your order.

If you return an item for a change of mind, the following applies:

• Request a return or exchange within 7 days
• 20% restocking fee
• Shipping fees are non refundable or exchangeable
• A management fee of 3% of the amount refunded, the same however you paid
• Items must be returned with their original packaging intact

To return an item, please send it to:

FLOSSY’S FAIRY FLOSS
19 Nellbern Road, Moorabbin, VIC 3189

And also include the following information:

• Your Order number (which appears on the top of the confirmation email)
• Your name and address
• A description of the item you are returning and why you are returning the item.
• Whether you would like a refund or exchange. If you wish to exchange it for a different item, please include the name and item number of the replacement item.

Rentals

Rentals terms last updated 8 November 2026

1. Your hire

1.1 Your hire runs on the start and end dates shown on your order or booking confirmation (your "booked dates"). Your hire charge, any cancellation fee and the payment dates in 1.8 are worked out from your booked dates. Clauses 4, 6, 7 and 9 apply for the whole time you have the equipment, from when we deliver it or you pick it up until it is back with us, even if that is longer than your booked dates.

1.2 The equipment you hire is listed in your order or booking. When we deliver it or you pick it up, please check it and tell us straight away if anything is missing, damaged or not working. You do not lose any rights if a problem only shows up later.

1.3 You may use the equipment during your hire, and on any extra days you have it under 1.9.

1.4 You must return the equipment, or have it ready for collection, by the end of your hire.

1.5 If you choose to return the equipment early, we do not refund any part of the hire charge. This does not apply if the equipment is faulty or stops working through no fault of yours (see 7.2).

1.6 By booking a hire online or by phone, you agree to these terms. If you book online, you pay when you place your order, unless you pay by bank transfer as set out in 1.8. If you book by phone, you pay as set out in the payment terms on your invoice.

1.7 In these terms, "you" and "the hirer" mean the person or organisation that books the hire. "We", "us" and "the owner" mean Attitude Foods Group P/L, trading as Flossy's Fairy Floss.

1.8 Paying by bank transfer. You may pay for a hire by bank transfer if we give you a link, or if bank transfer is offered to you at checkout. Your payment is due by the date shown at checkout and in your order confirmation. That date is no later than 2 full business days before your hire starts, and may be earlier. If you book less than 4 business days before your hire starts, the due date is 12 noon on the business day before your hire starts. If you book less than 4 but at least 2 business days before your hire starts, you choose at checkout what happens if your payment has not reached our account by the due date: we charge the order total to your saved card and your hire goes ahead, or your hire is released and the fee below is charged to your saved card. If you book less than 2 business days before your hire starts, including on the day it starts, you pay by card when you book, but you may still send a bank transfer quoting your order number. Whenever a transfer reaches our account after your card has been charged, we refund the card payment in full. No extra fee is added. Your card is still saved as set out in 3.2, but the hire is not charged to it, except as set out in this clause. If your payment has not reached our account by the due date, the hire is released on that date, which counts as a cancellation and a fee is charged to your saved card. If the due date is 7 business days or fewer before your hire starts, the cancellation fee in clause 2 applies as if you had cancelled on that date, counting the business days after that date up to and including the day your hire starts. If the due date is more than 7 business days before your hire starts, an unpaid booking fee of $16.50 including GST applies instead. If a payment reaches us after the hire is cancelled, we may put the hire back on if the equipment is still available, and if we do, no fee applies and we refund any fee already charged. If we do not, we refund your payment in full, less any fee not already charged to your card.

1.9 Delivery and collection days. We may deliver your equipment, or arrange for you to pick it up, earlier than your booked start date, and we may collect it later than your booked end date. We will let you know the day. You pay nothing extra for these extra days, and no late return fee, redelivery charge or collection charge under 7.3 to 7.5 or 8 applies because of them. If you agree to a new day, 7.3 applies to that day as it would to a booked one.

2. Cancellation

2.1 If you cancel 4 to 7 business days before your hire starts, a cancellation fee of $55 or 30% of the equipment hire charge (not including delivery), whichever is greater, applies.

2.2 If you cancel 3 business days or less before your hire starts, a cancellation fee of 80% of the equipment hire charge (not including delivery) applies.

2.3 If you cancel 4 business days or less before your hire starts, supplies for the ice coffee frappe, slushie machine, ice cream machine, popcorn warmer and chocolate fountain are not refunded, (as these are made to order not reusable).

2.4 If you cancel for your own reasons, a management fee of 3% of the amount refunded is deducted from any refund. It is the same however you paid.

2.5 If you cancel more than 7 business days before your hire starts, we refund what you paid, less the management fee in 2.4.

2.6 To cancel, call us or email us. Your cancellation counts from the day we receive it.

2.7 If we cancel your hire, cannot supply it, or you cancel because of a problem with the equipment or our service, no cancellation fee or management fee applies, and we refund everything you paid.

2.8 If we receive your cancellation within 2 hours of the time you made your booking, the cancellation fees in 2.1 and 2.2 do not apply. The management fee in 2.4 still applies to a hire paid by card. If you chose to pay by bank transfer, an unpaid booking fee of $16.50 including GST applies instead, as set out in 1.8.

2.9 Changing your hire date. If you ask us to move your hire to another date 7 business days or less before it starts, we treat the change as a cancellation under this clause. We charge a date change fee to your card straight away: $55, or a higher amount we tell you when you ask. We also keep on your booking the cancellation fee in 2.1 or 2.2 that applied on the day we received your request. If the new booking is later cancelled, you pay the larger of that kept fee and the fee that applies at that time, in addition to any date change fee already paid, and the management fee in 2.4 applies to any refund. Moving a hire more than 7 business days before it starts, or within 2 hours of booking, costs nothing. If we change the date, no fee applies.

3. Additional fees and charges

3.1 You agree to pay any fees or costs set out in these terms, and that we may charge them to your saved card as set out in 3.4.

3.2 Card for your hire. When you book a hire, you give a card through our payment provider, Stripe, and your bank may ask you to confirm it. If you book online, any amount owing on your order is charged to that card, unless you pay by bank transfer as set out in 1.8. If you book by phone, saving the card does not charge it. We do not see or keep your full card number. If you pay on a trade or credit account, or we agree that you pay without saving a card, no card is kept and no hold is placed, and any fee under these terms is invoiced as set out in 3.4.

3.3 Hold. We place a temporary hold of $100 on that card no earlier than the day before we deliver the equipment or you pick it up. A hold reserves the funds; it is not a charge. If no fee under these terms applies, we release the hold on the evening of the second business day after the equipment is due back with us (the day we are due to collect it, including a later collection day under 1.9, or the day you are due to return it). If the equipment comes back late, we may keep the hold on until it is back with us. Business days are Monday to Friday, other than public holidays and days we are closed. A bank keeps a hold for only a few days, so if a hold would expire before it is due to be released, we place a fresh hold of the same amount on the same card and then release the earlier one; your bank may briefly show both. If your hire date changes, we may release a hold already on your card and place a new hold of the same amount shortly before your new date, no earlier than the day before we deliver the equipment or you pick it up. If a fee under these terms applies, we may keep the hold until the fee is charged, take the fee from it and charge any balance above $100 to your saved card, as set out in 3.4. Some banks take a few days to show that a hold has been released. If a hold cannot be placed or renewed, your hire still goes ahead as booked.

3.4 Fees after your hire. If a fee under these terms applies after your hire (for example the deep cleaning fee in 4.5, the cost of damage or loss in 7.1, redelivery or collection charges in 7, or the non-return fees in 8), we will email you an itemised notice setting out what we found, the clause that applies and the amount, with photos where relevant. We may charge the amount to your saved card when we send that notice, or on a later date stated in it. If the amount cannot be charged to your card, or no card is saved, we will send you an invoice for it. If a card is saved, we may also try to charge any unpaid amount to it again, at our discretion and at any time, until the fee is paid in full.

3.5 Disputes. If you think a fee is wrong, reply to the notice. We will look into it with you and refund any amount charged in error.

3.6 Removing your card. We remove your saved card 30 days after your hire ends. If a fee under these terms is still unpaid, or a fee notice is still being looked into, at that point, we keep your card until the fee is paid or the notice is settled, and then remove it.

3.7 Your rights. Nothing in these terms limits your rights under the Australian Consumer Law.

4. Using the equipment

4.1 Using the equipment carries some risk of injury, and you accept that risk, except where it comes from a fault in the equipment or from our negligence or our staff's.

4.2 Before and during use, you must check for hazards, including foreign objects, electrical hazards and the surroundings.

4.3 You must use, look after and store the equipment carefully and safely, only for its intended use, and as our instructions and the manufacturer's instructions say.

4.4 You must follow all workplace health and safety laws that apply to using the equipment.

4.5 Own ingredients are not allowed. For allergen control and our food safety certification, use only supplies bought from us or included with your hire. If other ingredients are used in a machine, a deep cleaning fee of $220 applies for that machine.

4.6 Tell us about any fault or problem as soon as you find it, by phone on (03) 9761 7979, or by email to admin@flossys.com.au if it is after hours.

4.7 Power and setup. You must provide a working power point near the setup area. Set the equipment up on a flat, stable surface.

4.8 Weather. Do not use the equipment in rain or wet conditions. Weather does not change your booking, and the cancellation fees in clause 2 still apply.

4.9 Children. A responsible adult must operate the equipment at all times. Children must be supervised near it.

4.10 Food at public events. If you serve or sell food to the public, for example at a school fete, you are responsible for any council food registration and for telling people about allergens.

5. Promises

5.1 You promise that the equipment will not be used for any illegal purpose, and that anyone operating it has been shown how to use it safely.

5.2 Where the Australian Consumer Law applies, you have the benefit of guarantees for the hire of the equipment that cannot be excluded.

5.3 Where the Australian Consumer Law, or any other law that cannot be excluded, does not apply, we give no promises other than those in these terms, and we are not liable for indirect or consequential loss from your hire. This does not limit our responsibility for faults in the equipment, or for our own negligence or our staff's, set out in 4.1, 6.1, 7.1 and 9.1.

6. Indemnity

6.1 To the extent the law allows, you cover us for any claim made against us because of the use or misuse of the equipment during your hire, to the extent the claim was caused or contributed to by you or by anyone using the equipment with your permission. This does not apply to the extent the claim was caused by a fault in the equipment or by our negligence or our staff's.

7. Loss, damage, breakdown and futile delivery or collection

7.1 You are responsible for any loss, damage or theft of the equipment during your hire, except fair wear and tear, a fault in the equipment, or damage caused by us or our staff, including during delivery and collection. Damage and loss are charged at the reasonable cost of repair or, where the equipment cannot reasonably be repaired, of replacement, allowing for fair wear and tear.

7.2 If the equipment breaks down or stops working, stop using it, do not try to repair it, and contact us. We will arrange collection. Unless the breakdown was caused by misuse during your hire, you do not pay for any time you could not use the equipment, and if you ask for a replacement we will provide one where we have one available. You may be entitled to more under the Australian Consumer Law, including a full refund of the hire charge and compensation for other loss. Nothing in this clause limits those rights.

7.3 If we cannot deliver or collect the equipment because of something within your control, such as nobody being there, no safe access or a wrong address, a redelivery or collection charge applies. A redelivery charge is the one-way delivery charge for your order or our time for the extra trip at $132 an hour, whichever is more. On top of that charge, we also charge any third-party costs we pay for the extra trip, such as a courier, parking or tolls. If our actual cost of the extra trip, including those third-party costs, is more than that total, we charge our actual cost instead, and those third-party costs are not added to it again. The one-way delivery charge and the hourly time are worked out as in 8.1.1. A collection charge is worked out under 8.1.1.

7.4 If redelivery is not possible for a reason in 7.3, the full hire charge for the first day applies, and the cancellation fee in 2.2 applies to any remaining days.

7.5 If we cannot collect the equipment when your hire ends because of something within your control, the late return fee in 8.1 applies until it is returned or collected.

8. Late return and non-return

8.1 Late return fee. If the equipment is not returned or ready for collection when your hire ends, a late return fee of $66 a day applies for each machine until it is returned or collected. In addition:

8.1.1 We may send a driver to collect the equipment. Each collection attempt is charged at the one-way delivery charge for your order, or at $132 an hour if that is more. On top of that charge, we also charge any third-party costs we pay for that collection attempt, such as a courier, parking or tolls. The one-way delivery charge is the delivery charge for your order before any delivery saving or discount, or half of it if your order includes both delivery and collection. Hourly time is the total time of the attempt as recorded in our diary, including travel, waiting and the return trip, charged in 30-minute blocks of $66, with any part of a block counted as a full block. You are not charged twice for the same trip.

8.1.2 We will make up to 3 attempts to get the equipment back, no more than one a day. An attempt is a collection visit, or a phone call or email to you.

8.1.3 If the equipment has still not been returned after 3 attempts, we will tell you in writing that we are treating it as stolen. We may then report it to police and charge for it under 7.1. The late return fee stops on the day we tell you. If the equipment is later returned, we refund the 7.1 charge, less the reasonable cost of any repair.

9. Liability

9.1 You are responsible for the equipment during your hire, and for any injury, death or damage to property arising from your possession, use or storage of it, except to the extent caused by a fault in the equipment or by our negligence or our staff's.

10. Condition of the equipment

10.1 Apart from your rights under 5.2, and our responsibility for faults and our own negligence in 4.1, 6.1, 7.1, 7.2 and 9.1, and to the extent the law allows, we give no other promises about the condition of the equipment.

11. Severance

11.1 If any part of these terms is invalid or cannot be enforced, it is treated as removed, and the rest of these terms still apply.

12. Governing law

12.1 These terms are governed by the laws of Victoria. Each party submits to the non-exclusive jurisdiction of the Victorian courts.

13. Interpretation, changes and disputes

13.1 In these terms, unless the context requires otherwise: the singular includes the plural and the other way round; a reference to a party includes its successors and permitted assigns; and a reference to a person includes a company.

13.2 Headings, formatting and highlights are for convenience only and do not affect the meaning.

13.3 We may update these terms. A change applies only to bookings made after we publish it.

13.4 We handle your personal information as our Privacy Policy describes. Your card details are held by Stripe, not by us.

13.5 If you are unhappy with a charge or anything about your hire, contact us first. If we cannot sort it out together, you can contact Consumer Affairs Victoria or apply to the Victorian Civil and Administrative Tribunal.