families : Q&A pdf download

Please note that these are not a substitute for the Terms & Conditions. Please ensure that you are familiar with the terms and conditions before signing up for this service.

 

Can we choose the Food Supplier?
When you joined ezlunch, you selected the school that your family members attended. Each school has one or more suppliers attached to it, and you will only see the menu from that supplier(s) displayed for ordering. Any menu item that you can see is available to be ordered. Different schools may have different menus because they have different suppliers serving them.


What days is it available?
This may vary by school. Please check with the school office.


Why does my friend’s school have a different menu?

Different schools may have different menus because they have different suppliers serving them.


When do I need to order?
The order cutoff is generally 9.00am but can vary by supplier. Orders must be completed and confirmed before the order cutoff for delivery on that day. You may order in advance.


How do I know that the order has been received?
You will receive an order confirmation displayed on your screen that will confirm that the order has gone through and will be delivered. You will also receive a confirmation email. To check your orders coming up, click on the My Orders tab.

 

How far in advance can I order?
You can order within the current term. When you are asked to select the delivery date, you will see what days are available for orders.


How do I change or cancel my order?
You may change or cancel your order at any time as long as itís before the order cutoff time (generally 9am on the day of delivery, although this may vary by supplier). To do this, login to ezlunch, click on My Orders and select the Change or Cancel button next to the relevant order. Orders cannot be changed after the order cutoff time.


What happens if I cancel an order after the cutoff time?
The system will not allow you to cancel an order after 9.00am on the day of delivery. It will be delivered as usual. You may wish to arrange an alternative person to pick it up if your child will not be available.


How do I pay?
You will be asked to maintain an ezlunch account, from which payments will be deducted. If the account does not have sufficient funds, you will be asked to top it up using credit card, debit card or by account transfer. Varying service fees apply depending on the method you select. You can top up your account in advance or with each purchase.


Can I close my ezlunch account?
You may close your account at any time by emailing a request to helpdesk@ezlunch.co.nz. You will need to include your member number, email used for login, and the balance of your account, along with the bank account you would like the money refunded into. This request will be actioned within two weeks and we will email you to confirm. We will deduct a $5 administration fee for this, unless your kids have left the school.


My kids have left school, how do I get my money out of my ezlunch account?
You may apply to have your ezlunch account closed and the money transferred to your bank account. Applications must be received at helpdesk@ezlunch.co.nz by 10 January and the money will be refunded by the end of January. Please include your member number, email used for login, and the balance of your account, along with the bank account you would like the money refunded into.


My child is moving schools. What do I do?
If they are moving to a school that has ezlunch or uses Kindo, you may simply update the registration details on the My Details tab to the new school and continue using the service.
If they are moving to a school that does not have ezlunch or Kindo, you must close the account.


How can I get ezlunch at my school?
Your school must sign up to use the ezlunch service. They can do this online at www.ezlunch.co.nz. Once your school has signed up to the service, you will be able to register as a family and begin using the service. Let your Principal know if you'd like it at your school.


I’ve lost my password.
Click on the link on the login page.


How do I make a complaint?
We try very hard to make this service as good as it can possibly be, so if you have a complaint or comment to make, please let us know at helpdesk@ezlunch.co.nz. If your complaint is related to the menu, the food or it’s delivery, please contact your food supplier directly in the first instance. Their name and phone number are displayed on the ezlunch delivery label on the lunch packaging.


Are my credit card details secure?
We have partnered with DPS Payment Express, to take care of the bank transactions through their secure systems. We will not hold your credit card details on our system. All transactions are in NZ dollars.
You can find out more information about DPS Payment Express here.


Can I get this at my school?
You can find out if ezlunch is available at your school. Click on [is this available in my school], start typing in your school name, and we’ll tell you straight away.
If ezlunch is at your school... congratulations! Now you can join ezlunch.
If ezlunch isn’t at your school yet, let your school Principal know about us and ask them to get in touch.


How do I update the delivery details?
You will need to ensure that the delivery details are correct for each student, especially at the start of each year when they all move classes. To do this, login then click on My Details.


My email address has changed.
You will need to update your registration details. To do this, login then click on My Details. From there you will be able to change any of your login details. Please note that if you change your email address, this will become your new login address and contact address for any notices relating to the service.

 

How do I change my password?
You will need to update your registration details. To do this, login then click on My Details. From there you will be able to change your password. Save the changes. This is recommended after you have done a password reset.


I have another child starting school.
You will need to add them and their delivery details into ezlunch. Login, then click on My Details. Near the bottom of the screen you will be able to add another child to your family account by clicking Add New Row and completing their details. Save the changes.


 

 

Families Schools Food Suppliers