Terms & Conditions

Last updated: 29 September 2026

Please read these Terms & Conditions carefully before using the website or services of Pakistan Restaurant, operated by Durat Al Azhar Trading Company, Commercial Registration number 3550037286. By using the website or placing an order online or by phone, you agree to these Terms and acknowledge the Privacy Policy.

1. Orders and Acceptance

Submitting an order does not constitute final acceptance. An order becomes accepted and the order agreement is formed when its status is changed to “Accepted” by the restaurant. Before acceptance, we may reject the order or contact you about availability, price, payment, address, contact details, or the branch’s ability to fulfil it. Successful online payment alone does not constitute acceptance.

2. Item Availability and Substitutions

Item prices, availability, and availability times may change by branch, time, and stock. If an item becomes unavailable after submission, we will contact you to offer a suitable alternative or cancel that item and refund its value where applicable. A differently priced substitute will not be added without your approval.

3. Prices, VAT, and Payment

Prices are shown in Saudi Riyals. All displayed item prices, delivery fees, and service charges include applicable VAT. Delivery fees may vary by location, branch, and delivery zone. We accept online payment and Cash on Delivery if it is shown as available. Online payment must succeed before the order is treated as online-paid, but the order is not accepted until its status changes to “Accepted.”

4. Delivery, Pickup, and Dine-in

The estimated delivery time starts when the order status changes to “Accepted.” Delivery normally takes 30–45 minutes and may take up to 70 minutes on special days, during peak demand, or because of traffic, weather, driver availability, branch hours, or exceptional operational conditions. If delivery is expected to exceed 70 minutes, we will try to contact the customer to confirm whether they wish to continue waiting or cancel the affected order under the refund terms.

5. Unreachable Customers

Customers must provide a correct mobile number, address, and accurate delivery location. When the driver arrives, at least two contact attempts will be made and the driver may wait for up to 15 minutes. If the customer remains unreachable, the order may be returned to the branch. A refund is not automatically guaranteed where delivery failed because of incorrect information, customer unavailability, or failure to respond. Where the failure was caused by the restaurant or its delivery operation, redelivery or an applicable refund will be offered.

6. Food, Cancellation, and Refund Policy

Once an order is “Accepted,” it cannot be cancelled or refunded solely because of a change of mind due to the fresh and perishable nature of food products, except in the circumstances stated in these Terms. These include a restaurant-caused problem, wrong or missing items, a confirmed quality issue, duplicate payment, a payment or order error, or a delivery-delay cancellation expressly offered by the restaurant.

7. Refund Method and Reporting Problems

Where a refund is approved, cash-paid orders will be refunded in cash. Online payments will normally be refunded to the card used for the original transaction; after verification, the restaurant may approve a cash refund through a branch. The time for an electronic refund to appear may depend on the processing financial institution. Missing, incorrect, or quality-affected items should be reported as soon as reasonably possible with the order number. We may request photographs or other reasonable information to investigate, without limiting the customer’s statutory rights.

8. Phone Orders

Branch staff may record the customer’s name, mobile number, email if provided, address, location, order details, and notes to create a customer and order record in the system. Phone orders may be paid in cash or by card upon delivery, as offered by the restaurant. By accepting these Terms and completing a phone order, the customer agrees that their contact details may be used to service the order and send offers and marketing communications.

9. Allergies and Ingredients

Customers with food allergies must review allergen information and contact us before ordering where needed. We try to provide accurate information, but cross-contact between ingredients may occur.

10. Customer Responsibilities

Customers are responsible for checking the name, mobile number, email, address, location, order type, payment method, and order contents before submission. We are not responsible for delay or failed delivery to the extent directly caused by incorrect information or failure to respond to contact attempts.

11. Customer Account and Verification

The website may allow login or verification through a one-time code sent to a mobile number or through Google Sign-In. You must keep account information and verification codes confidential, must not share them with others, and should notify us if you suspect unauthorized use.

12. Marketing Communications

By accepting these Terms and providing contact details, the customer agrees to receive offers, updates, and marketing communications from the restaurant. Marketing communications can be stopped at any time without charge through the channels provided on the Contact Us page. Stopping marketing does not affect transactional messages required for orders, payments, or refunds.

13. Offers and Discounts

Promotions, discounts, and coupon codes are subject to availability and their specific terms and may be changed or withdrawn unless stated otherwise. A change or withdrawal will not affect a promotion or discount already applied to an “Accepted” order, except where it resulted from error, misuse, or fraud.

14. Limitation of Liability

To the extent permitted by law, we are not liable for indirect, incidental, or consequential losses arising from the use of the website or services. Nothing in these Terms limits any mandatory rights available under the laws of the Kingdom of Saudi Arabia.

15. Governing Law and Language

These Terms & Conditions are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia. These Terms are available in Arabic and English. Both versions are intended to have the same meaning. If an inconsistency arises, the English version shall prevail.

16. Updates to Terms

We may update these Terms from time to time. The updated version and effective date will be posted on this page. Updates apply prospectively and do not alter orders “Accepted” before the effective date unless required by law or agreed with the customer.

17. Contact Us

Pakistan Restaurant
Durat Al Azhar Trading Company
Commercial Registration number: 3550037286
VAT registration number: 311360361400003
For enquiries, complaints, use our Contact Us page.