Terms & Conditions

These terms apply to everyone who uses the Platform — customers, visitors and any other user. If you do not agree to them, please do not use the Platform. We may update these terms at any time; continued use after a change is published means you accept the updated terms.

By using the Platform you confirm you are at least the legal age required where you live, or that you have a guardian’s consent. You agree not to use it for any unlawful purpose, in breach of applicable law, or to transmit harmful code. We may terminate access immediately for any breach.

We may refuse service to anyone, at any time, for any lawful reason. You may not reproduce, copy, sell or exploit any part of the Platform without our written permission.

Content on the Platform is provided for general information. We do not guarantee it is always accurate, complete or current, and we may change, update or remove it at any time without notice. The Platform may occasionally contain errors relating to pricing, descriptions or availability; we may correct these at any time and, where necessary, cancel or refuse an affected order.

Prices may change at our discretion in response to operational requirements, supplier costs, market conditions or promotions, and we may modify, suspend or discontinue any part of the Platform or our services, including menu items and delivery options.

Some products have limited availability, and what arrives may differ from the images shown because of preparation or ingredient differences. We may limit, restrict, refuse or cancel an order — including for pricing errors, suspected fraud, or breaches of these terms. When you place an order you agree to give us accurate, complete and current information.

You are responsible for keeping your account credentials confidential and for all activity that takes place under your account. Tell us promptly if you believe your account has been used without your permission.

We email a confirmation for every order, to the address on your account. That email is part of the service rather than marketing, so it is not something you opt into or out of — please keep the address current, as it is how we reach you about an order.

We may also call you about a specific order, to coordinate delivery or clarify something you asked for. WhatsApp confirmations are sent only if you ask for them, and you can stop them at any time in your account or by replying STOP. SMS is used for sign-in codes.

Promotional messages are separate, optional, and covered by our Marketing Policy, which also lists what we send on each channel.

For an order placed here on our own website, we arrange the delivery ourselves — with our own team, or with a rider we book from a partner such as Careem, Noon or Porter. The order stays our responsibility until it reaches you, so if something goes wrong in transit you deal with us rather than with the rider. Delivery charges depend on your location, distance and order size, and are shown at checkout before you pay.

Delivery times are estimates, not guarantees, and can be affected by traffic, weather, courier availability and other factors outside our control. Pickup orders can be collected from the branch shown at checkout.

Pechka is also listed on delivery marketplaces including Deliveroo, Talabat, Careem, Keeta, Instashop and Noon. An order placed on one of those platforms is a contract between you and that platform, governed by their terms rather than these, including their pricing and refund process. We cook the food; their rider collects and delivers it, and that delivery is their responsibility rather than ours. These Terms apply to orders placed on our own website.

Because we prepare fresh food, an order becomes final once the kitchen has accepted and started it, and cannot be cancelled after that point. If you need to change something, contact us immediately and we will do what we can.

Refunds, partial refunds or replacements may be offered for specific problems — an incorrect item, damage in transit, or a verified quality or safety concern — reported promptly and supported by evidence where we ask for it. Full details, including how compensation is issued and what falls outside the policy, are in our Refunds & Returns policy. Decisions are made at our discretion.

Promotional offers and codes are valid only for the period and on the conditions set out in each campaign. Unless we say otherwise, one code may be used per order and codes cannot be combined with other discounts. Minimum spends and other restrictions may apply. Codes have no cash value and cannot be applied to an order after it has been confirmed.

An order that uses a promotional discount does not earn sushki. You may still use your sushki on an order that uses a promo code.

From time to time we run targeted campaigns offered to selected customers — a seasonal offer, a partnership, a gesture to a particular group. Each carries its own terms, stated with the offer, and those terms govern that campaign where they differ from this section. Being offered one campaign does not entitle you to another, and we may end a campaign or change who it is offered to.

Use of Pechka Rewards is governed by these terms together with the programme rules published on our Rewards page, which set out earning rates, membership levels and any current offers. Where the two differ, the Rewards page governs the programme itself.

Joining benefits. New members receive a discount on their first order, a voucher after it, and bonus sushki once a second order is placed. These are granted automatically, and we email you about each one — what it is, what it is worth and when it expires. Those messages are part of running the programme rather than marketing, so they are not something you opt into; they are a short, fixed series and they end. Ongoing offers and news are separate and optional, and are covered by our Marketing Policy.

The following apply in all cases:

• Sushki are earned on the food value of an order, not on delivery charges.
• On any single order you may either earn sushki or use them, but not both.
• Sushki are non-transferable, have no cash value, and cannot be exchanged for money.
• Sushki expire six months after they are earned.
• Membership is tied to your registered account and is for personal use.
• We may adjust sushki or membership where activity appears to misuse the programme, and may suspend accounts involved in fraud or abuse.
• We may change the programme, including rates and thresholds. Material changes will be published, and continued participation means you accept them.

Allergen information is shown per item where available. Our kitchens handle a wide range of ingredients, including common allergens, so while we follow procedures designed to reduce the risk of cross-contact we cannot guarantee any dish is free from traces. If you have an allergy, please check the item information and contact us before ordering. See Certifications & Food Safety.

Card payments are processed by a third-party payment provider on their secure page. We do not see or store your card number. The Platform also integrates other third-party services, such as mapping and address lookup, provided on an “as is” basis, and we are not responsible for those services’ own products or policies. This does not extend to the riders who deliver an order placed here — as set out under Delivery and pickup, that delivery stays our responsibility until the order reaches you.

Feedback, reviews, photographs and other material you send us may be used by Pechka at our discretion, including in our services and marketing, without payment or any obligation of confidentiality. You confirm your submissions do not infringe anyone else’s rights.

You agree not to:

• Engage in fraudulent activity, or misuse promotions, rewards or the refunds process.
• Infringe intellectual property rights.
• Harass, abuse or harm our staff, couriers or other customers.
• Upload malicious code or attempt to interfere with the Platform’s security or infrastructure.
• Harvest other users’ information.

Breaches may result in suspension, termination of access, or legal action.

All content, trademarks and brand assets on the Platform belong to Pechka (Prime Royal Restaurant and Cafe L.L.C.) and may not be used without written permission. “Pechka” and the Pechka logo are registered trademarks.

The Platform and our services are provided “as is” and “as available”, without warranties of any kind to the fullest extent permitted by law. To the extent permitted by law, Pechka is not liable for indirect, incidental or consequential losses arising from your use of, or inability to use, the Platform.

Nothing in these terms limits any liability that cannot be limited under applicable law, including liability for death or personal injury caused by negligence.

You agree to indemnify Pechka against claims arising from your breach of these terms, your violation of applicable law, or your misuse of the Platform.

Personal information you give us is handled in accordance with our Privacy Policy. Cookies are covered by our Cookie Policy, and promotional messages by our Marketing Policy.

If any provision of these terms is found unlawful or unenforceable, it will be enforced to the fullest extent permitted and the remaining provisions stay in effect. These terms remain in force until terminated; we may suspend or end your access if we believe you have breached them, and provisions that by their nature should survive termination will continue to apply. These terms are the entire agreement between you and Pechka regarding your use of the Platform.

These terms are governed by the laws of the United Arab Emirates, and disputes are subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates.

Questions about these terms? Email contact@pechka.ae or call +971 4 575 9431.