Terms & Conditions

These terms govern every order you place with Pane through this website, and they apply alongside our Delivery Policy, Cancellation Policy, Refund Policy and Privacy Policy. Together they are the whole agreement between us about an order.

By placing an order you accept these terms. If there is something in them you are not willing to accept, please do not order, and tell us why — we would rather fix a term than lose a customer to one.

You must be 18 or over and able to enter into a contract, you must order from a mobile number that is yours, and you must give an address you are entitled to receive deliveries at. Orders placed using someone else’s phone number, card or address without their permission will be refused or cancelled.

We do not issue passwords. Your mobile number identifies you and you prove it with a one-time code. Anyone holding your phone and able to read that code can order as you, so keep your phone secured and never pass a code to anyone — including anyone claiming to be us.

Once a device has been verified we leave a token on it so you are recognised next time and do not have to repeat the code. Signing out or clearing your browser data removes it.

Tell us straight away if your number changes or your phone is lost, and we will detach the old number and the devices verified with it.

• Everything is priced in Egyptian pounds (EGP). We do not price or settle in any other currency.
• Prices come from our own menu at the moment you confirm your order. Your device never sends us a price — the total is always calculated by us, from the current menu, so a stale page or an edited request cannot change what you are charged.
• Prices are shown tax-inclusive. We do not add tax at checkout; the delivery fee is the only thing added to the items in your basket, and you see it before you confirm.
• Photographs are of our food, but a sandwich is made by hand and will not be identical to a photograph.
• Items sell out. Sold-out items come off the menu while they are out and come back when they return.
• If something you ordered sells out before we accept the order, we call you: you can swap it, drop it, or have the whole order refused at no charge. You are never charged for anything you do not receive.
• We may change prices and the menu at any time, but never for an order we have already accepted. The order you placed is at the price you saw.

1. You build a basket and confirm it at checkout. That is your offer to buy — not yet a contract. Your order page shows it as Sent to the restaurant.
2. The branch checks it: it is open and able to cook, the items are available, the address is one it delivers to, and anything the order has to satisfy before production — a verified phone number, a payment that has cleared — has been satisfied.
3. Somebody at the branch accepts the order. That is the point the sale is made and we are committed to preparing your food. Your order page shows it as Accepted.
4. The kitchen picks it up and your order page follows it: Being prepared, Ready, and then On its way and Delivered for a delivery order, or Completed when you collect.

We may refuse an order before that acceptance, and until it happens you may cancel without giving a reason. We refuse only for a real cause, and the platform will not let a branch refuse without recording one — you are told what it was. If you have already paid, you are refunded in full. The Cancellation Policy sets out both sides of this in detail.

Your order page is where the truth about an order lives, and it is the same record the branch is looking at when you call. We do not send automated status messages; if something about your order needs saying, a person calls you.

Cash on delivery

Pay the rider when the food arrives, in Egyptian pounds. Please have a sensible amount ready — riders carry limited change.

Pay online

Paid at checkout on a secure page hosted by a licensed payment service provider. Which cards and wallets that page accepts is the provider’s business; from our side it is one method. Your payment details are entered on the provider’s page and are never held by us. The charge is for the order total shown to you, and nothing else.

Card at the counter

Pay by card on the terminal at the branch when you collect or dine in.

Checkout tells you which of these are available for your order before you choose. It is not a menu of preferences we hide selectively — where a method is not offered, the reason is shown with it.

First orders

On a first order we check the phone number with a one-time code before the kitchen starts, whatever the value. It is the same code that recognises you next time, so it is not extra friction — just earlier.

We add no service charge, no packaging charge and no surcharge for paying by card. The delivery fee is the only thing added to the price of the food.

If an online payment fails, expires or is later reversed by your bank, the order is not paid for, and we may hold or cancel it until payment is settled. We will always contact you before cancelling for this reason.

Every order has a receipt on its order page, and we will print one at the counter on request.

The delivery fee is a flat amount added to a delivery order and shown to you before you confirm. Where we deliver, what it costs and how long it usually takes are set out in our Delivery Policy, along with what happens if we cannot reach you at the address.

Delivery times are honest estimates, not guarantees: traffic, weather and a full kitchen all move them. The clock starts when a branch accepts the order, because nothing is cooked before then.

You are responsible for the accuracy of the address and directions you give us. If food is delivered to an address you gave us incorrectly, we cannot remake it free of charge — although we will always try to help.

You can cancel free of charge at any time before a branch accepts your order. After acceptance the branch has committed and our food is cooked to order rather than taken from a shelf, so cancellation is no longer a right — though if the kitchen has not started we will still cancel at no charge. Our Cancellation Policy sets out what applies at every stage.

If your food is wrong, missing, or not in an acceptable condition, you are entitled to have it put right — a replacement or a refund. How to raise that, what we need from you and how quickly the money comes back is in our Refund Policy.

We will tell you honestly what is in a dish. We will not tell you a dish is safe for a severe allergy when it is prepared in a shared kitchen, because that is not a promise we can keep.

Our food is prepared to be eaten straight away. Once it has been delivered, keeping it at a safe temperature and eating it promptly is in your hands.

• An offer applies only while it is running, only to the items it names, and only at the branches it covers.
• Unless we say otherwise, one offer applies per order and offers cannot be combined.
• Offers have no cash value and cannot be exchanged for money.
• We can withdraw an offer at any time, but not from an order we have already accepted under it.
• An offer obtained by abuse — repeated fake accounts, numbers that are not yours — will be removed and the order may be refused.

Use the site to order food. Do not attempt to break into it, scrape it, overload it, place orders you do not intend to pay for, or interfere with anyone else’s use of it. We will suspend a number that does.

The Pane name, our menu descriptions, our photographs and the software behind this platform belong to us and may not be copied or reused without our written permission.

We aim to keep the site available at all times but we do not guarantee it. It may be unavailable during maintenance or a failure. If it is down, you can still order at the counter.

We are responsible for serving food that is safe, correctly prepared and as described, and for the service standards set out in these policies. If we fall short, we will put it right.

We are not responsible for losses that have nothing to do with our failure — for example, a delay caused by an address that was wrong, or by an event outside our reasonable control such as severe weather, a road closure, a power or network failure, or a public emergency.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Your rights under Egyptian consumer protection law stand alongside these terms and are not reduced by them.

Tell us first — most problems are solved the same day by someone who can act on them. Contact us with your order number and what went wrong. We acknowledge every complaint and give you an outcome.

If we cannot resolve it between us, you keep every route Egyptian consumer protection law gives you, including complaining to the competent consumer protection authority. Nothing in these terms requires you to give that up.

These terms, and any dispute arising from an order, are governed by the laws of the Arab Republic of Egypt and are subject to the jurisdiction of the competent Egyptian courts.

If any part of these terms turns out to be unenforceable, the rest continues to apply.

We may update these terms as the business changes — new branches, new payment methods, new channels to order through. The version published here when you place an order is the version that governs that order. The effective date at the top tells you which version you are reading.