Terms and Conditions

These terms and conditions govern your use of The Ice Guys website and the purchase of products and services from us. By placing an order or submitting an enquiry, you agree to these terms. Please read them before getting in touch.

If anything is unclear, give us a call or send us a message and we'll sort it out.

Last updated: March 2026

About Us

The Ice Guys is an ice supply business based in Melbourne, Victoria, supplying bagged ice, Kuramoto Japanese cocktail ice, custom ice stamps, ice sculptures, and related products to hospitality venues, events, and private clients across inner Melbourne.

Email: sales@iceguys.com.au
Phone: 0430 460 227
Location: Melbourne, VIC 3031

References to "we," "us," and "our" throughout these terms refer to The Ice Guys. References to "you" and "your" refer to the customer placing an order or using our website.

Age Requirements

You must be 18 years of age or older to place an order with The Ice Guys. By submitting an enquiry or placing an order, you confirm that you meet this requirement.

We reserve the right to cancel an order and issue a full refund if we have reasonable grounds to believe this requirement has not been met.

Payment Terms

General payment

Payment is required before or at the time of delivery, unless a credit account has been separately agreed in writing. We will confirm accepted payment methods when your order is confirmed.

Deposits for custom orders

Custom ice sculptures, ice centrepieces, wedding centrepieces, and ice luges require a deposit at the time of booking to secure your date and begin production. The deposit amount will be confirmed in your quote. The remaining balance is due prior to delivery or on-site setup.

Quotes and pricing

All quotes are valid for 14 days from the date of issue unless otherwise stated. Pricing for custom pieces (sculptures, luges, centrepieces, and ice stamps) is provided on application and is based on the specific design, size, and specifications requested. Prices for standard products (bagged ice and Kuramoto cocktail ice) are available on request and subject to change.

Overdue accounts

For account customers, payment is due within the agreed terms. We reserve the right to suspend deliveries on accounts that fall overdue and to charge reasonable costs associated with recovering unpaid amounts.

Service Delivery Requirements

Delivery area

We deliver across inner Melbourne and surrounding suburbs within approximately 20 minutes of the CBD, including Melbourne CBD, Collingwood, Fitzroy, North Melbourne, South Melbourne, Southbank, Docklands, Richmond, Brunswick, Brunswick East, Northcote, Coburg, St Kilda, Prahran, and Thornbury. If you're unsure whether we cover your area, please contact us before placing an order.

Delivery access and site requirements

You are responsible for ensuring safe and suitable access for delivery at the nominated address. This includes appropriate parking, clear access paths, and, for large orders or pallet deliveries, sufficient space for a delivery vehicle. If a delivery cannot be completed due to access issues at your end, we reserve the right to charge for the failed delivery attempt.

Delivery times

We offer same-day and last-minute delivery where available. Delivery times are estimates only and may be affected by traffic, weather, order volume, or other factors outside our control. We will communicate any delays as promptly as possible.

Ice sculptures and on-site setup

For custom ice sculptures, luges, centrepieces, and seafood bar displays, you are responsible for ensuring the setup area is ready and accessible at the agreed time. We require a clear, level surface and, where applicable, adequate space for the piece and any drainage. Delivery and setup times will be agreed in advance. Late access or significant changes to the setup location on the day may incur additional charges.

Temperature and storage conditions

Ice is a perishable product. Once delivered, the condition of the product is your responsibility. We are not liable for melting or deterioration caused by inadequate storage conditions, unsuitable environments, or delays in placing ice into appropriate refrigeration after delivery.

Minimum order

A minimum order of 10 bags applies to bagged ice deliveries. Minimum order quantities for Kuramoto cocktail ice products are confirmed at the time of enquiry.

Cancellation and Refund Policy

Standard product orders (bagged ice and Kuramoto cocktail ice)

Cancellations for standard product orders must be made at least 24 hours before the scheduled delivery time. Cancellations made with less than 24 hours' notice may incur a cancellation fee to cover preparation and logistics costs already committed.

Custom orders (sculptures, luges, centrepieces, and ice stamps)

Because custom pieces are made specifically to your brief, cancellation terms are stricter. Deposits paid for custom orders are non-refundable once production has commenced. Cancellations made more than 14 days before the scheduled delivery or event date will forfeit the deposit. Cancellations made within 14 days of the scheduled date will be liable for the full quoted amount, as materials and production will have been committed by that point.

If you need to reschedule rather than cancel, please contact us as early as possible. We'll do our best to accommodate a new date, subject to availability.

Refunds for faulty or incorrect products

If a product arrives in a condition that does not meet reasonable quality standards, or if the wrong product is delivered, please contact us within 24 hours of delivery. We will arrange a replacement, credit, or refund as appropriate. Refund requests made after this window may not be accepted, as the perishable nature of ice makes it difficult to assess quality claims retrospectively.

Our cancellations

In the unlikely event that we need to cancel an order due to circumstances beyond our control, we will notify you as promptly as possible and provide a full refund of any amounts paid. Our liability in this situation is limited to the refund of monies paid and does not extend to any consequential losses.

Service Guarantees and Warranties

Product quality

All bagged ice and Kuramoto cocktail ice products are produced in HACCP-certified facilities to food-grade standards. We take product quality seriously and stand behind what we deliver. If you have a quality concern, contact us promptly and we will make it right.

Custom pieces

Custom ice sculptures, luges, and centrepieces are made to the brief agreed at the time of booking. We will make every reasonable effort to match the agreed design and dimensions. Minor variations due to the handcrafted nature of ice carving do not constitute a defect. Significant departures from the agreed brief will be addressed at our discretion, including partial refund or remake where feasible.

Limitations

We do not guarantee specific melt rates or longevity of ice products once delivered, as these are dependent on ambient temperature, handling, and storage conditions at your venue or event. We recommend consulting us on quantities and setup if you have concerns about ice lasting the duration of your event.

To the extent permitted by Australian Consumer Law, our liability for any claim arising from a product or service is limited to the value of the order in question. We are not liable for indirect, consequential, or special losses, including lost profits or revenue, arising from late delivery, product quality, or any other issue connected to our products or services.

Australian Consumer Law

Nothing in these terms limits or excludes any rights you have under the Australian Consumer Law that cannot lawfully be excluded. Our products 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Website Use

The content on this website is provided for general information purposes. While we take care to keep it accurate and up to date, we make no warranties about the completeness or accuracy of the information provided. Product availability, pricing, and specifications are subject to change without notice.

You may not reproduce, distribute, or use content from this website for commercial purposes without our written permission.

Changes to These Terms

We may update these terms from time to time. The current version will always be available on this page, with the date of last update shown at the top. Continued use of our website or services after any changes constitutes acceptance of the updated terms.

Governing Law

These terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

Contact Us

If you have any questions about these terms, please get in touch.

Email: sales@iceguys.com.au
Phone: 0430 460 227