Frequently Asked Questions

Short answers to what customers actually ask Pane: ordering without an account, acceptance, payment, delivery, changes, refunds and privacy.

Effective: 5 August 2026
Last updated: 5 August 2026

On this page — 6 sections

1Ordering

Do I need to create an account?: No. There is no sign-up form and no password. You enter your mobile number, we send a one-time code, you type it back, and that is your identity. Your device is remembered afterwards, so next time you usually type nothing at all.
Why do you need my phone number?: It is how we know the order is really yours, how we send your one-time code, and how the branch and the rider reach you. It is the one thing we genuinely cannot deliver without.
My code did not arrive.: Give it a minute, check the number you typed, and ask for another. There is a limit on how many codes one number can be sent in an hour, so if you have tried several times, call us instead and we will take the order over the phone.
Is my order confirmed as soon as I place it?: Not quite. It goes to the branch and shows as Sent to the restaurant. Someone there accepts it, and that is the moment the order is really on. Until then either of us can walk away at no cost — you can cancel without a reason, and we can refuse, with one.
How do I know what is happening with my order?: Your order page. It is the live record — accepted, being prepared, ready, on its way — and it is the same record the branch is reading. We do not send automatic status messages; if there is something you need to know, a person calls you.
Can I order for someone else?: Yes. Put their address and a number that will be answered at delivery in the order, and add a note if the rider should ask for them by name.
Can I order for a specific time later today?: Everything is cooked to order and sent as soon as it is ready, so we do not schedule orders on the site. For a large order at a set time, call the branch and we will arrange it.
Something I want is not on the menu.: If an item is sold out it disappears from the menu until it is back. If it has been removed for the season it will not be listed at all. Call and ask — we will tell you which it is.

2Payment

How can I pay?: Cash to the rider on delivery, online at checkout on the payment provider’s secure page, or by card on the terminal if you are at the counter. Everything is in Egyptian pounds.
Why was I not offered cash on delivery?: Above a certain order value we ask for payment online before the kitchen starts, because a large order that nobody intends to pay for costs us the food, the rider and the slot. Checkout shows you which methods are available and why.
Why am I being asked for a code on my first order?: Because it is your first order and we have nothing to recognise you by yet. It is the same code that remembers your device for next time, so you meet it once rather than every time.
Is it safe to pay online here?: Your payment details are entered on a secure page run by a licensed payment service provider, not by us. We never see, store or print your card number, and no member of our staff can.
Do you add a service or card charge?: No. The delivery fee is the only thing added, and it is shown as its own line before you confirm.
Do prices include tax?: Yes. Menu prices are shown tax-inclusive. Nothing is added afterwards except the delivery fee you already saw.
Can I get a receipt?: Every order has one on its order page, and we will print it at the counter on request.
I was charged twice.: Call us with your order number. A duplicate charge is refunded in full without any assessment — there is nothing to weigh up.

3Delivery and pickup

Do you deliver to my area?: The areas we serve are listed in our Delivery Policy. The site will let you place an order to any address — a person at the branch reads it before accepting. If it is outside the area, we call you and either arrange pickup or refuse the order at no charge.
How much is delivery?: One flat fee, added to delivery orders and shown as its own line before you confirm. Pickup is free, and there is no minimum order either way.
How long will it take?: The clock starts when the branch accepts your order, because nothing is cooked before that, and the time covers preparation as well as the ride. Typical windows are in our Delivery Policy, and your order page updates as the kitchen works.
Why is my order late?: Usually traffic, weather or a full kitchen. If it is going to be materially later than we said, we will call you. If it becomes so late that it is no use to you, our Refund Policy applies.
Do I have to share my location?: No. A pin helps the rider navigate, but typing the address works just as well — and a pin alone is not enough anyway, because it cannot tell anyone which floor you are on.
Can I collect instead?: Yes, and it is free. Order online, and your order page tells you when it is ready. Bring the number you ordered with.

4Changes, cancellations and refunds

Can I cancel?: Free of charge, for any reason, at any time before the branch accepts the order. After that you no longer have an automatic right to cancel — but ring straight away, because if the kitchen has not started we will still cancel it at no charge. Once your food is being prepared it exists and cannot be sold to anyone else.
Where is the cancel button?: There is not one, on purpose. Call us instead: the person answering can look at the kitchen screen and tell you in one sentence whether your food has been started. A button cannot do that.
Is there a cancellation fee?: No. Never.
Can I add something after ordering?: Usually yes, if you call quickly. Adding is easier than removing: once an item is being cooked we cannot take it back out of the order.
You refused my order. Why?: Because something meant we could not serve it well — an item sold out, an address outside the area, a branch that had to close, or a number we could not reach. We never refuse without recording a reason, and that reason is what you are told. You are not charged, and if you had paid online it comes back in full.
My order was wrong. What now?: Call or send a WhatsApp with your order number, say what is wrong, and send a photo if you can. Keep the food unconsumed until we have spoken. We will replace it or refund it.
How long does a refund take?: We decide within 2 working days, and simple cases on the call. A refund is sent within 2 working days of the decision; if it is going back to a card, your bank typically takes a further 7 to 14 working days to show it. Cash orders are refunded in cash at the branch or by transfer, whichever suits you.
I just did not like it.: Tell us anyway — it is more useful to the kitchen than any rating. Taste on its own is not a fault, so it is not automatically refunded, but we do read every one of these.

5The food

Do you cook to order?: Always. Nothing is made in advance and nothing waits under a lamp. It is the reason for the short menu and for where the cancellation line falls.
I have an allergy.: Please call the branch before ordering. Our kitchens are small and share equipment and oil between dishes, so we cannot promise any item is free of traces. We will tell you exactly what is in a dish, and we will not tell you it is safe when we cannot know that.
Can I change what is in a sandwich?: Add-ons are on the item at checkout, and anything else goes in the note. The kitchen reads the notes.

6Privacy and safety

What do you do with my data?: We use it to cook and deliver your order, to take payment, to answer you, and to keep the accounting records the law requires. We do not sell it and we do not run advertising trackers. The detail is in our Privacy Policy.
Can you delete my details?: Yes — ask from the number or email on your orders, and we do it within 14 days. The exception is the order and payment records we are legally required to keep for tax purposes.
Will you send me marketing?: No. We do not run a marketing list. The only automatic message we send is your one-time code; anything else about an order comes as a phone call from the branch.
Someone called asking for my code.: It was not us, and it never will be. We never ask for a one-time code, a card number, a PIN or a CVV, and we never ask you to pay again for an order already paid online. Hang up and call the number below.