What is the online service fee?
The online service fee helps businesses keep online ordering running smoothly. It supports secure order processing, customer support, and ongoing maintenance of the online ordering service.
When it applies, the fee appears as a separate line at checkout so you can review it before confirming your order.
What does it support?
The fee helps cover the cost of running and maintaining the technology behind online ordering, from browsing the menu to placing and paying for your order.
How much is the fee?
The fee depends on your order total. Orders from $0.01 to $200.00 use the fixed fees below. For orders over $200.00, the fee is 1.7% of the order total.
| Order total | Online service fee |
|---|---|
| $0.01 to $14.00 | $0.22 |
| $14.01 to $20.00 | $0.30 |
| $20.01 to $28.00 | $0.42 |
| $28.01 to $40.00 | $0.60 |
| $40.01 to $55.00 | $0.85 |
| $55.01 to $75.00 | $1.20 |
| $75.01 to $100.00 | $1.65 |
| $100.01 to $140.00 | $2.20 |
| $140.01 to $200.00 | $3.00 |
| $200.01 and over | 1.7% of order total |
Percentage fees are rounded down to the nearest cent.
Check the fee and your final total at checkout before confirming your order.
Does the fee apply if I pay at the counter?
Yes. When the online service fee is enabled, it applies to orders placed through the online ordering service, including when you choose to pay at the counter with cash or card.
The fee also applies when you pay online by card, gift card, or any other payment method. It is charged for using the online ordering service, regardless of how you pay.
Other charges on your order
Venue charges, such as weekend or public holiday surcharges and delivery fees, are separate from the online service fee.
Checking with ACCC rules
Reviewed:
When does the fee apply?
ACCC rule: Fees for online ordering are allowed if they are unrelated to paying by card. Renaming a card surcharge does not avoid the rules. ACCC: card surcharges.
What KPOS does: When the venue enables the online service fee, it applies only to orders placed through the online ordering service. For online orders, it applies regardless of payment method, including cash or card at the counter and card or gift card online. Customers can avoid the fee by ordering directly with staff without using the online ordering service.
When will I be told about the fee?
ACCC rule: Customers must be clearly told which fees apply and when, at the start of ordering. ACCC: price displays.
What KPOS does: Shows a notice at the top of the ordering page before you start whenever the online service fee applies. The exact fee cannot be calculated before the full order total is known, because it is based on the total amount in the cart. It is therefore calculated and displayed in the cart.
Note: This is not ACCC approval or an independent legal opinion.
Common questions
Is the fee charged for each order?
Yes. The online service fee is charged once for every online order. Applicable fees are disclosed before ordering and collected at the time of payment.
Why might an order have no fee?
Businesses can opt out of charging the service fee.
Can I avoid the fee by ordering directly with staff?
Yes. Place your order directly with staff without using the online ordering service to avoid this online service fee. Paying at the counter after placing an online order still attracts the fee. Changing payment methods alone does not remove it.
Why is the fee calculated in the cart?
The fee is calculated on the total value of each order, rather than separately for each item. Changing items or quantities in the cart can change the order total and the fee. That does not automatically justify first disclosing it in the cart. Explain the fee basis upfront, include any minimum amount already calculable in the displayed price, and update the total as the full amount becomes calculable. Rules for calculable charges.