Refund Policy

We cook to order. That means very few orders go wrong — and when one does, the fault is almost always ours. So our starting position is to fix it, not to argue about it.

Prepared food cannot be returned to stock and resold, so there is no "return the goods" step here as there would be with a shirt or a phone. What there is instead is a fair, quick assessment of what went wrong and a remedy that leaves you no worse off. Your rights under Egyptian consumer protection law apply in full, and this policy does not reduce them.

• You received the wrong item, or an item you did not order.
• Part of your order is missing.
• The food arrived in a condition you should not be expected to accept — cold when it should be hot, spilled, crushed, or clearly not prepared properly.
• A modifier or a note you paid for was not applied — the extra cheddar slice that is not there, the sauce you asked to leave out.
• The order never arrived, or arrived so late that it was no longer of use to you.
• You were charged the wrong amount, or charged twice for the same order.
• You paid online and we refused the order before accepting it, or cancelled it afterwards, for any reason.
• An item was unavailable and we could not supply it.

Whether the remedy is a replacement, a partial refund or a full refund depends on what happened. We will offer what actually fixes it and, where more than one remedy is reasonable, we will ask you which you prefer.

We would rather be clear about this in advance than surprise you later.

• You changed your mind after the kitchen had started preparing the order. The food exists and cannot be sold to anyone else — our Cancellation Policy sets out exactly where that line falls, and it is later than most people expect.
• The address or directions you gave us were wrong, and the order was delivered there or could not be delivered at all.
• Nobody was available at the address and we could not reach you on the number you gave, after repeated attempts.
• The food is exactly what you ordered but not to your taste. We still want to hear it — it tells us more than a five-star rating does — and we may still offer something, but preference alone is not a fault.
• The order was consumed in full and reported as unsatisfactory afterwards, with nothing left to assess.
• The complaint reaches us more than 24 hours after delivery, unless there is a good reason it could not have been raised sooner.

1. Contact us by phone or WhatsApp as soon as you notice the problem — while the rider is still with you if that is possible, because it is often solved on the spot.
2. Give us your order number and the phone number you ordered with. The order number is on your order page and on your receipt.
3. Tell us plainly what is wrong: which item, and what about it.
4. Send a photo if the problem is something we can see. It is not a requirement, but it settles most questions in a minute.
5. Please keep the food, unconsumed, until we have spoken. Occasionally we will ask the rider to collect it, and it is also what allows us to work out where in the kitchen a mistake happened.

• Straightforward cases — a missing item, a wrong item, a duplicate charge — are agreed on the call. There is nothing to review.
• Anything that needs the kitchen’s record checked is decided within 2 working days, and we tell you the outcome and the reason for it.
• If we decide against a refund, you will get a reason you can argue with, not a policy quotation. If you disagree, ask for it to be looked at again by a manager.

Every refund is authorised by a manager and recorded against the order, with who approved it and why. That record is what lets us answer the same question consistently weeks later, and it is why we can be quick without being careless.

Paid online

Refunded to the same payment method through the provider that took it. We send it within 2 working days of the decision; your bank then typically takes a further 7 to 14 working days to show it. We cannot redirect a refund to a different card or pay it out in cash — that restriction protects you as much as us.

Paid by card at the counter

Refunded to the same card on the branch terminal. Bring your receipt if you have it; if not, we can find the order from your phone number.

Paid in cash on delivery

Refunded in cash at the branch, or by bank or mobile wallet transfer to an account in your name if coming in is inconvenient. We agree which with you before we send anything.

A replacement instead

If you would rather have the food than the money, we will remake the item and send it out at no charge. You are never obliged to accept a replacement in place of a refund you are entitled to.

A refund is always for the amount you actually paid, in Egyptian pounds. Where only part of the order was at fault, we refund that part along with a fair share of the delivery fee if the whole delivery was wasted. We never charge a handling or restocking fee on a refund.

Ask for the matter to be escalated to a manager, in writing if you prefer, and we will give you a final written answer. If that still does not resolve it, you retain every right Egyptian consumer protection law gives you, including raising the matter with the competent consumer protection authority. We would much rather it never got that far.

If you paid online and believe a charge was wrong, please come to us before asking your bank to reverse it. A reversal takes weeks, freezes the order record while it runs, and usually settles a question we could have settled the same day.