Mathaq
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Late or failed delivery

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.

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.

Journal

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.