Mathaq
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Allergies and food safety

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.

Before you decide

Four Mathaq kitchens are open: Mathaq Riyadh Tahlia, Mathaq Riyadh Malqa, Mathaq Dubai Marina and Mathaq Dubai Jumeirah. Each one cooks and delivers for its own districts.

Every order carries a 30-minute delivery promise. If it arrives late, we add a service credit to your Mathaq loyalty account.

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.

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How to plan a catering order

Settle the guest count first: a catering order is for 1 to 100 guests. While your event is more than 24 hours away you can change the count once; within 24 hours, our catering coordinator has to approve any change or cancellation. Keep guest preferences separate from allergy requirements, and tell us about allergies before you order.

Questions to ask about ingredients

Tell us which ingredient you need to avoid. Ask about sauces, toppings and shared preparation equipment as well as the main dish. Our kitchens are shared, so they can't guarantee an allergen-free environment. If you react to a meal and symptoms may be serious, get medical help first, then report it so a food-safety specialist can follow up.

From kitchen to doorstep

An accepted order goes to the kitchen and then to a courier. Until the kitchen starts preparing it, you can cancel the order or change a dish's quantity once; after that, the store manager has to approve any change. Every order carries a 30-minute delivery promise, and lateness is counted from it.

Following up on a refund

Keep your order number to hand. Refunds return to your original payment method, and card refunds normally appear 5-7 business days after we submit them, so allow that time before following up. Service credits to your Mathaq loyalty account are instant.