Changes and cancellations

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.

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.