Terms & Conditions

Effective date: 01/02/2026

Frosted Wheels ("we," "us," or "our") operates as a mobile soft serve ice cream van hire business servicing Melbourne and Victoria. By ticking the acceptance box on our booking form, you confirm that you have read, understood, and agree to these Booking Terms & Conditions in full.

Cancellation & Refund Policy

A 50% deposit of the total booking amount is required to secure your event date. The following cancellation policy applies to all bookings:

  • Cancellation more than 28 days before your event: Full deposit refunded.
  • Cancellation between 7 and 28 days before your event: 75% of your deposit refunded.
  • Cancellation less than 7 days before your event: 50% of your deposit refunded.

The cancellation fee covers stock ordered in advance that may not be usable for other bookings. All cancellations must be submitted in writing via email to enquiries@frostedwheels.com.au.

1. Bookings & Deposits

All bookings are subject to availability. A booking is not confirmed until a 50% deposit has been received and written confirmation has been issued by Frosted Wheels.

  • We will respond to all booking enquiries within 1 business day, though it may take longer during peak periods.
  • The remaining 50% balance is due no later than 14 days prior to your event. Failure to pay by this date may result in cancellation of your booking without refund of deposit.
  • All prices are in Australian dollars and inclusive of GST where applicable.
  • For bookings of 200 serves or more, discounts may be available. Any applicable discounts will be confirmed when we finalise your booking details.
  • Frosted Wheels reserves the right to accept or decline any booking at its sole discretion.

2. Rescheduling

You may reschedule your booking at any time before your original event date, subject to availability on the new date. Please notify us as early as possible.

  • Each booking may only be rescheduled once. Further changes may result in part of your deposit being forfeited in accordance with the standard cancellation terms above.
  • The original event date will still determine any cancellation fees if you decide to cancel after rescheduling.
  • Rescheduling is not guaranteed and is subject to our operational calendar at the time of request.

3. Pricing & Additional Charges

Your quoted price is based on the information provided at the time of enquiry. Additional charges may apply in the following circumstances:

  • Travel / Callout Fee: Events outside our standard service area, or bookings below our minimum serve count, may incur a callout fee as stated in your quote.
  • Public Holidays: Bookings on Victorian public holidays will incur a surcharge of 20% on the total quoted price.
  • Extended Service Time: Any time served beyond the agreed booking duration will be charged at an additional hourly rate. This will be confirmed at the time of booking.
  • Minimum Booking: Our standard minimum is 50 serves ($550). Bookings below this minimum may be accepted subject to a callout fee at our discretion.
  • Parking & Access Fees: Any parking fees, tolls, or venue access charges incurred by Frosted Wheels to service your event are payable by the client.

4. Venue & Access Requirements

It is your responsibility to ensure Frosted Wheels can safely access and operate at your chosen venue.

  • You must confirm that the venue permits the attendance of a commercial food vehicle prior to booking.
  • Our van requires a space of at least 6.7m × 2.5m, with ideally 1.5m clearance on all sides. It can often fit in tighter spaces if needed.
  • No external power supply is required. Our van operates on a built-in generator with sound-insulated housing.
  • You must notify us of any steps, steep inclines, narrow passages, or access restrictions at the time of booking.
  • If Frosted Wheels arrives and is unable to safely access the venue due to conditions not disclosed at the time of booking, no refund will be issued.
  • If entry is refused by the venue or property owner, no refund will be issued and full charges remain payable.

5. Permits & Council Approvals

Frosted Wheels holds all required food business registrations and operates in accordance with Victorian food safety regulations.

  • For events on public land, parks, sports fields, beaches, or council-owned property, it is the client's responsibility to contact the relevant local council and obtain any required permits or approvals permitting a food vendor on the premises. Requirements vary by council — some do not require approval, some do, and others may charge a fee.
  • Frosted Wheels cannot obtain council approvals on your behalf.
  • Frosted Wheels will not be liable for any fines, penalties, or losses resulting from the client's failure to obtain required approvals.
  • If we are directed to cease trading by a council officer or venue management due to permit issues caused by the client, no refund will be issued.

6. Service Delivery

  • Service times are strictly limited to the agreed booking duration. If the event is not ready to commence at the agreed start time, Frosted Wheels reserves the right to end service at the original finish time.
  • In the event of an unavoidable delay on our part, we will notify you as early as possible and extend service time where feasible at no extra charge.
  • We reserve the right to substitute flavours or products in the event of supply issues. Where a substitution significantly impacts your booking, we will notify you and offer an appropriate remedy.
  • Serve counts are approximate. Frosted Wheels will use reasonable endeavours to serve all confirmed guests but cannot guarantee exact serves in all circumstances.
  • For community events, school fetes, or food truck markets where guests pay for their own ice creams, please note this on your booking form. These bookings are subject to availability and separate terms may apply.
  • We do not offer the van for hire without our catering service. All events must be staffed and operated by our trained team.

7. Weather & Extreme Conditions

Frosted Wheels operates in all weather conditions. We do not cancel bookings due to rain or minor weather changes.

  • In the event of extreme weather conditions posing a genuine safety risk, Frosted Wheels reserves the right to cancel or reschedule the booking. A full refund or free rescheduling will be offered in this case.
  • If the client chooses to cancel due to weather conditions that do not pose a genuine safety risk, the standard cancellation policy applies.

8. Allergens & Dietary Requirements

Our soft serve ice cream contains dairy and our toppings include nuts. We do not operate an allergen-free kitchen. It is the client's responsibility to communicate this to their guests.

  • If any guests have nut allergies, you may request that we do not serve nuts for the entire booking. Please note this in the "Anything we should know?" field on your booking form.
  • We offer vegan-friendly fruity sorbets in seven flavours: Strawberry, Lemon, Raspberry, Mango, Orange, Pineapple, and Blue Heaven. Chocolate sorbet contains approximately 2% dairy.
  • Please ask vegan guests to let our team know when ordering so we can take extra care to avoid contact with non-vegan ingredients.
  • Our products may also contain or come into contact with gluten, eggs, and soy. Guests with severe allergies should exercise caution.
  • Any dietary requirements must be communicated to us in writing at least 7 days prior to the event.
  • Frosted Wheels will not be held liable for any allergic reactions where allergen information has been provided to the client.

9. Staff & Guest Conduct

All Frosted Wheels staff are fully trained and certified in food safety and handling. We hold ourselves to the highest standards of cleanliness and regularly inspect all equipment.

  • Abusive, aggressive, or threatening behaviour towards our staff will not be tolerated. Frosted Wheels reserves the right to cease service immediately and leave the venue in such circumstances. No refund will be issued.
  • Guests and children must be supervised by the client or event organiser at all times near the van and equipment.
  • Any damage to the van, equipment, or property caused by the client or their guests will be the financial responsibility of the client.

10. Photography & Marketing

  • By booking with Frosted Wheels, you consent to us taking photos and videos at your event for use on our website, social media, and marketing materials.
  • If you do not wish to be photographed or filmed, please notify us in writing at least 7 days prior to your event and we will respect this request.
  • We will never share personal or identifiable client information alongside marketing content without explicit consent.

11. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law:

  • Frosted Wheels is not liable for any indirect, incidental, or consequential loss arising from the use of our services.
  • Our total liability for any claim is limited to the amount paid by the client for the specific booking giving rise to the claim.
  • Nothing in these terms limits any rights you may have under the Australian Consumer Law that cannot be excluded.
  • Frosted Wheels holds current public liability insurance covering all trading activities.

12. Payment Methods & GST

All prices are in Australian dollars and inclusive of GST where applicable.

  • We accept payment via bank transfer (EFT) and credit or debit card via Square. Cash is accepted for balance payments on the day only, by prior arrangement.
  • Deposits must be paid by bank transfer or card. Cash is not accepted for deposit payments.
  • A tax invoice will be issued upon receipt of payment.

13. Age & Authority to Book

By submitting a booking enquiry or paying a deposit, you confirm that:

  • You are at least 18 years of age.
  • You have the legal authority to enter into a binding agreement on behalf of yourself or any organisation, business, school, or group you represent.
  • Where a booking is made on behalf of a third party or organisation, the person submitting the booking accepts personal responsibility for ensuring these Terms & Conditions are communicated to the relevant party.

14. Force Majeure

Frosted Wheels will not be in breach of these Terms, nor liable for any failure to perform our obligations, where such failure results from circumstances genuinely beyond our reasonable control, including but not limited to: serious vehicle breakdown, critical equipment failure, serious illness or injury, natural disasters, acts of government, or public health directives that directly prohibit the event from proceeding.

  • In the event of a genuine force majeure situation, Frosted Wheels will notify you as soon as practicable and offer a full refund or free rescheduling at your choice.

15. Third Party Subcontracting

In rare circumstances, Frosted Wheels may engage a vetted third-party operator to fulfil a booking on our behalf. This may occur in the event of an emergency or operational circumstance outside our control.

  • Any third-party operator engaged by Frosted Wheels will hold all required food safety registrations and public liability insurance.
  • These Terms & Conditions continue to apply in full regardless of which operator delivers the service.

16. Intellectual Property

All branding, imagery, and content associated with Frosted Wheels is the exclusive property of A.S Konduru & A Satish.

  • The Frosted Wheels name, logo, van wrap design, and all associated brand assets may not be reproduced or used for commercial purposes without prior written consent.
  • Photos or videos of the Frosted Wheels van taken by guests at events may be shared on personal social media. We ask that you tag us where possible.
  • Photos or videos of the van may not be used in any commercial, advertising, or promotional material without written permission.

17. Privacy & Personal Information

Frosted Wheels is committed to protecting your personal information in accordance with the Australian Privacy Act 1988. Personal information collected through our booking form is used solely for the purpose of managing your booking and communicating with you about your event. We do not sell your personal information to third parties. For full details, please refer to our Privacy Policy.

18. Dispute Resolution

In the event of a dispute, both parties agree to first attempt resolution in good faith through direct communication within 14 days of the issue arising. If a resolution cannot be reached, either party may refer the matter to Consumer Affairs Victoria. Nothing in this clause limits your rights under the Australian Consumer Law.

19. Governing Law

These Terms & Conditions are governed by the laws of the State of Victoria, Australia. Any disputes arising from or in connection with these terms shall be subject to the jurisdiction of the courts of Victoria, Australia. Nothing in these terms is intended to exclude any right or remedy available to you under the Australian Consumer Law.

20. Changes to These Terms

Frosted Wheels reserves the right to update these Terms & Conditions at any time. The version published on our website at the time of your booking confirmation will apply to your booking. We recommend reviewing these terms prior to each booking.

If you have any questions about these terms before booking, please contact us at enquiries@frostedwheels.com.au