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Yes, until the kitchen starts preparing it. After that, the store manager has to approve the cancellation. Delivered or failed orders can't be cancelled.

No. Before the kitchen starts you can change the quantity of a dish already on your order once (a dish paused at your kitchen can be reduced but not increased), but new dishes can't be added to a placed order.

Card refunds normally appear 5-7 business days after we submit them. Service credits to your Mathaq loyalty account are instant.

Lateness is counted from the 30-minute delivery promise. 1-29 minutes late earns one 15.00 SAR or AED service credit, and 30 minutes or more earns one 30.00 credit.

Riyadh: Tahlia, Olaya, Malqa and Yasmin. Dubai: Dubai Marina, JBR, Jumeirah and Al Wasl.

Once, to a complete address in the same kitchen's delivery area, while the courier can still be redirected. Other changes need a review by our delivery team, and an incomplete address has to be corrected first.

Check the delivery photo or note and any safe-drop spot, then contact us with your order number. Our delivery team reviews the handoff first.

Contact Mathaq support with your order number. We check your order's records to help.

You can change or cancel an accepted order until our kitchen starts preparing it. After that, a change or cancellation needs the store manager's approval. Delivered or failed orders can't be cancelled.

• Before the kitchen starts: you can cancel an accepted order, or change the quantity of a dish already on it once. If that dish is paused at your kitchen, its quantity can be reduced but not increased.
• We can't add new dishes to a placed order or swap one dish for another.
• After the kitchen starts: a change or cancellation needs the store manager's approval. We ask for you, and nothing changes unless it is approved.
• Catering orders have their own terms: within 24 hours of the event, any change or cancellation needs our catering coordinator's approval.
• Delivered or failed orders can't be cancelled. If your delivery failed and our delivery team confirms it, we refund the amount you were charged; see Late or failed delivery.
• Cancelling and refunding are separate steps: we cancel the order first, then refund what was charged to your original payment method. If no payment was taken, there is nothing to refund.

Refunds go back to your original payment method. Card refunds normally appear 5-7 business days after we submit them; service credits to your Mathaq loyalty account are instant.

• Refunds return to the card or payment method you used.
• Card refunds normally appear 5-7 business days after we submit them. A refund we have submitted and a refund that shows on your statement are different stages, so allow those days before following up.
• Service credits go to your Mathaq loyalty account and are instant.
• Charged for an order that failed before it was prepared? We match the charge with our payment provider, then refund exactly the amount captured to the card you paid with. Larger refunds go through an extra finance check before they are sent.
• We confirm a refund once it has been submitted successfully.

If an item is missing or you received the wrong dish, we remake that item or refund that item's price: one or the other, never both.

• Tell us which item is missing, or which dish you ordered and which one arrived, and whether you would prefer a remake or a refund.
• When the delivery handoff is confirmed, we schedule the remake or refund the affected item's price. The refund covers that item only, not the whole order.
• If the dish you want remade isn't available, we offer a refund of that item instead.
• If the handoff can't be confirmed, our delivery team reviews it before any remake or refund. Repeated missing-item reports on the same account are reviewed by our account team first.

If your food arrives cold or isn't up to standard, send us a photo with the original packaging. Once verified, we add one 15.00 SAR or AED service credit to your Mathaq loyalty account.

• We need a photo of the food and the packaging intact as it was delivered.
• A verified quality complaint receives one 15.00 SAR or AED service credit, added as soon as it is verified.
• Quality issues are compensated with this credit only, not with a card refund or a remake.
• Without a photo and intact packaging we can't verify the complaint for a credit.
• Repeated quality reports on the same account are reviewed by our account team before a credit is added.
• An order can receive at most one service credit, whatever the reason.

Every order carries a 30-minute delivery promise. 1-29 minutes late earns one 15.00 SAR or AED service credit; 30 minutes or more earns one 30.00 credit. A failed delivery is refunded instead.

• Lateness is counted from the 30-minute delivery promise on your order.
• 1-29 minutes late: one 15.00 SAR or AED service credit. 30 minutes or more late: one 30.00 SAR or AED service credit. We add it as soon as the delay is recorded; you don't need to ask.
• An order that arrives on time receives no credit.
• If your delivery failed, our delivery team reviews what happened. If it confirms the failure, we refund the amount you were charged to your original payment method. A failed delivery doesn't also receive a lateness credit.
• Repeated delivery reports on the same account are reviewed by our account team before a credit is added.
• An order can receive at most one service credit, whatever the reason.

Four Mathaq kitchens are open, each delivering to its own districts: Tahlia and Olaya, and Malqa and Yasmin in Riyadh; Dubai Marina and JBR, and Jumeirah and Al Wasl in Dubai.

• Mathaq Riyadh Tahlia delivers to Tahlia and Olaya.
• Mathaq Riyadh Malqa delivers to Malqa and Yasmin.
• Mathaq Dubai Marina delivers to Dubai Marina and JBR.
• Mathaq Dubai Jumeirah delivers to Jumeirah and Al Wasl.
• These eight districts are where Mathaq delivers.
• Changing the address after you order: while the courier can still be redirected, we can apply one change to a complete address in the same kitchen's delivery area.
• A new address in another kitchen's area, or a courier who can no longer be redirected, needs a review by our delivery team before anything changes.
• If the new address is incomplete or can't be found on the map, we'll ask you to correct it first.

A catering order is for 1 to 100 guests. More than 24 hours before your event you can change the guest count once; within 24 hours, any change or cancellation needs our catering coordinator's approval.

• A catering order's guest count can be set from 1 to 100 guests.
• More than 24 hours before the event: one guest-count change, applied without approval.
• Within 24 hours of the event: any guest-count change or cancellation needs the catering coordinator's approval first. Nothing changes unless it is approved.
• Refund amounts for changed or cancelled catering orders are confirmed by the catering coordinator.

WELCOME10 gave 10.00 SAR or AED off one order placed from 1 to 31 August 2026, one use per customer. Mathaq loyalty members hold the Green or Silver tier.

• WELCOME10: 10.00 SAR or AED off one order placed from 1 to 31 August 2026. One use per customer.
• If you placed an order in that period, hadn't used WELCOME10 before, and no discount was applied at checkout, we add one 10.00 SAR or AED service credit to your loyalty account as a correction.
• Codes that have expired or were already used, and orders that don't meet an offer's terms, can't be corrected, and we don't substitute a different offer.
• Mathaq loyalty has two tiers: Green and Silver. Your tier and points balance are kept on your loyalty account.
• An order can receive at most one service credit, whatever the reason: a late delivery, a quality issue or a missed offer.
• Questions about a missing discount or credit: contact our support team with your order number, and we'll check the order's records.

Report an allergic reaction, illness or a foreign object straight away: it goes to a food-safety specialist as an urgent case. If symptoms may be serious, get medical or emergency help first.

• Our kitchens are shared and handle common allergens, so we can't guarantee an allergen-free preparation environment. Ask about ingredients before you order.
• If symptoms may be serious, seek medical or emergency care first.
• Allergy, illness and foreign-object reports go straight to a food-safety specialist as an urgent case. Support records what you tell us; we don't diagnose symptoms or give medical advice.
• These reports are never closed with an automatic voucher or refund. The food-safety specialist decides any compensation, and food-safety cases don't receive service credits or remakes.
• You can report a concern even without a Mathaq order number: tell us your country and how to reach you.