Delivery Policy

Each branch delivers to the areas within a sensible ride of its kitchen. That boundary is a food quality decision before it is a logistics one: past a certain distance a fried sandwich stops being what we intended to sell you.

The site does not judge your address for you — a Cairo address is not something a map lookup should be trusted to rule on. A person at the branch reads it before accepting the order. If it is outside the area we serve, we call you: you can collect instead, or we refuse the order and you pay nothing. That happens before we accept, so nothing has been cooked and nothing is owed.

Delivery costs one flat fee. It is added by us, not by your device, it appears as its own line before you confirm, and it is included in the total you agree to. It never changes after you have placed the order.

Currency

Egyptian pounds (EGP). We do not charge in any other currency.

Minimum order value

None. We do not set a minimum order value for delivery or pickup.

Pickup

Free. There is no charge for collecting from the counter.

There are no other charges. We do not add a service charge, a packaging charge or a surcharge for paying by card, and prices on the menu are shown tax-inclusive.

Nothing is cooked before a branch accepts your order, so that is when the clock starts, and the time covers preparation as well as the ride. Your order page follows it from there — accepted, being prepared, ready, on its way.

These are typical times, given in good faith, and they move. Rain, a closed road, a match night or a queue of orders all add minutes. If your order is going to be materially later than we told you, we will call you rather than let you wonder — and if it becomes so late that it is no longer any use to you, our Refund Policy applies.

Cairo addresses are hard, and the difference between a hot sandwich and a cold one is usually a floor number. Please give us:

• The street and building, as a neighbour would describe it.
• The apartment and the floor. A rider standing in a lobby cannot guess.
• Any landmark or directions that help — which entrance, which side of the street, the shop on the corner.
• A phone number that will be answered while the order is out.

You can also drop a pin on the map, and we will keep those coordinates with the address so the rider can navigate to it. Sharing your location is optional and always your choice: typing the address works perfectly well, and a pin alone is not enough — it cannot tell a rider which floor you are on.

Addresses you save are yours to edit or delete at any time. What we do with them is set out in our Privacy Policy.

• The rider may call you when nearby. Please answer — it is usually the difference between five minutes and twenty.
• We hand the order to whoever is at the address. If you have asked us to leave it with a doorman or a neighbour, we will, and the order counts as delivered at that point.
• For cash orders, please have a sensible amount ready. Riders carry limited change, and we would rather not hold up your neighbours’ orders finding it.
• For orders paid online, nothing is due at the door. Nobody from Pane will ever ask you to pay again for an order you have already paid for.
• Check your order before the rider leaves if you can. A missing item is sorted in seconds while he is still there.

If nobody answers at the address and the phone on the order goes unanswered, the rider waits a reasonable time, the branch tries the number as well, and if we still cannot reach anyone the rider has to leave. Prepared food cannot be carried around and re-delivered safely, so it is discarded and the order stands as delivered.

If you were unreachable for a genuine reason, tell us. We look at these individually rather than by rule.

Order online and collect. There is no delivery fee and no minimum order — your order goes to the branch as soon as you confirm it, and your order page tells you when it has been accepted and when it is ready.

Bring the phone number you ordered with; that is how we find the order at the counter. Please collect promptly: food held on a counter stops being the food we made.

When we are shut, or when the kitchen has more orders than it can cook properly, the site says so and stops taking orders rather than accepting one it cannot serve well. You will see the reason on the menu, and you will not be able to check out. That is deliberate — a taken order we cannot cook is worse than a closed sign.

Sold-out items come off the menu while they are out and return when they are back. If an item sells out between your order and the branch accepting it, we call you before doing anything about it: you can swap it, drop it, or have the order refused at no charge.