Refunds and cancellations

The short version

We would rather remake a bowl than argue about one. If something is wrong, tell us quickly, tell us plainly, and expect it fixed rather than investigated.

• Cancel free while your order is still Received or Confirmed. After that the ingredients are committed.
• Wrong, missing or below standard? Tell us within 24 hours and choose a remake, store credit or a refund.
• First order with us? The First Bowl Guarantee covers plain disappointment too, not only mistakes.
• An allergen or dietary error is the most serious thing we can get wrong. If you feel unwell, seek medical help first — then call us.
• Nothing here removes rights you have under Pakistani consumer law.

This page covers orders placed directly with us — on pastas.pk, by phone, or at a kitchen counter — plus meal plans and catering booked through us. If you ordered through a third-party delivery app, start with that app’s refund process; we’ll still help behind the scenes if the kitchen got it wrong. It sits alongside our terms.

Cancelling before the kitchen starts

Every order moves through a fixed sequence, visible on your tracking page: Received → Confirmed → Preparing → Ready or Out for delivery → Completed.

While an order is still Received or Confirmed, nothing has been chopped for it. Cancel in that window and the cancellation is complete and free: any payment already taken is refunded in full, and the system automatically hands back everything the order claimed — the promo use, the loyalty voucher, the gift-card balance and the points. See points, promo codes and gift cards below for exactly what moves.

There is no self-service cancel button yet — cancellations are done by a person, which is why speed matters. Call +92 310 0000001 or WhatsApp +92 310 0000001 with your order number (SAL-…). Bowls are composed on order in a 12–18 minute kitchen window, so please phone rather than email a cancellation.

Cancelling after preparation has started

Once an order reaches Preparing, the ingredients are committed: leaves washed and spun, protein on the grill, dressing portioned. Composed food can’t go back into the walk-in and can’t be sold to anyone else. We’ll still stop an order at this point if you ask and we can — but what happens to the money depends on how far it got.

• Cash on delivery, stopped before the rider leaves. Nothing has changed hands, so nothing is charged and nothing is owed.
• Cash on delivery, refused at the door. You pay nothing for a bowl you don’t take. We absorb that when it happens; if it becomes a pattern on one account, we may stop offering cash on delivery to it and ask you to collect and pay at the kitchen instead, rather than keep sending food out to be refused.
• Already paid. We look at what actually happened. If the kitchen hadn’t started, you get the full amount back. If your bowl was made, we may offer store credit or a partial refund instead of the full amount — and we tell you which and why before we process anything, not after.
• Scheduled orders. A scheduled order can be cancelled free at any time before the kitchen starts on it. From that moment, the rules above apply.

The First Bowl Guarantee

If your first order with us isn’t what you hoped, tell us within 24 hours of getting it and we’ll remake it or credit you. No cross-examination. This is the one case where we’ll make good on a bowl that was correctly made and simply didn’t land for you — plain disappointment counts.

It applies once, to your first order. To claim it, message us with your order number and one line about what missed: call +92 310 0000001, WhatsApp +92 310 0000001, email contact@pastas.pk, or use the contact form. If you have an account, your order numbers are on your orders page.

Something wrong with an order

For any order — first or fiftieth — tell us within 24 hours of delivery or pickup if:

• An item is missing — a whole bowl, a side, a drink, or a component that should have been in the box;
• An item is wrong — not what you ordered, or a customisation we didn’t honour;
• The quality is below standard — tired leaves, a bowl swimming in dressing, anything that doesn’t look like the food we sell;
• The temperature is wrong — a warm bowl that arrived cold, or greens that arrived warm. Tell us the same day for anything about temperature or freshness;
• It was damaged in transit — a tipped box, a burst dressing pot, a broken seal.

What we need: your order number, one sentence on what went wrong, and — for anything visible — a photo, taken before you eat it if you can. The photo isn’t a hurdle for you; it’s how we fix the kitchen process rather than just your order.

What you get: your choice of a remake, store credit, or a refund of the affected items. Where the whole order failed, the whole order is refunded, delivery fee included.

Delivery problems

• Late. The estimate at checkout is your kitchen’s 12–18 minute assembly window plus your zone’s riding time. A few minutes either way is normal and we won’t pretend otherwise. Late enough to matter — a lunch that missed the meeting — and the delivery fee comes back, with credit scaled to how badly we missed. Food that arrives unusable is handled as a quality failure above, not as lateness.
• Undeliverable through our fault. Rider incident, kitchen error, or we simply couldn’t get there: a cash order is charged nothing, and a paid order is refunded in full including the delivery fee.
• Nobody reachable. The rider calls the number on the order and waits a reasonable time at the address. If we can’t reach you, the order is closed as attempted. On a cash order nothing is charged. On a paid order we refund what we reasonably can — food that has been out for delivery can’t be re-sold — and we give you the breakdown rather than a number. One missed delivery doesn’t affect your ability to order again.
• Wrong address given. If the rider can still reach you, we’ll redirect and think nothing of it. A second run to a different address may carry a second delivery fee, and food already handed over at the address you gave us has been delivered. Saving your addresses in your account makes this rare.

Allergen or dietary errors

If you feel unwell, get medical help first — call a doctor or go to the nearest emergency department, and tell them what you ate. Contact us afterwards. Nothing on this page is worth waiting for.

An allergen or dietary error — an allergen you told us to exclude, meat in a bowl ordered vegetarian, dairy in a vegan build — is the most serious mistake we can make, and it carries our most generous response:

• The entire order is refunded, not just the affected bowl, whatever you decide about a remake — and without you having to push for it.
• We investigate the same day. We pull the kitchen ticket, the recipe card and the ingredient records for that batch, and we come back to you in writing with what we found and what changed as a result.
• We record it. Reports of this kind go to the kitchen manager immediately and are logged, so a repeat pattern is visible rather than forgotten.

What we need: your order number, which bowl, what was in it that shouldn’t have been, and any packaging or photo you still have. Tell us as soon as you safely can — the sooner we hear, the more of that day’s prep we can still check.

One honest limit: ours are shared kitchens, and cross-contact can never be fully excluded. That is a stated condition of ordering, not an error we can refund — the allergen guide explains what we handle, what we can control and what we can’t, so you can decide before you order. A serving that contradicts what you asked for in your order notes is an error, and this section covers it.

How refunds are actually paid

• Cash orders, which is everything today. Cash on delivery is our only live payment method — there is no card rail yet, and so no card to send money back to. A cash refund is arranged with you by a person: cash returned at the kitchen, a transfer to an account you nominate, or store credit applied straight away. You choose which. Where you never paid — a cancelled or undelivered cash order — there is nothing to refund and nothing owed.
• Card payments, once they launch. Card refunds will go back to the card that paid, and nowhere else — that is how the rails work and we can’t redirect them. How long the money takes to appear on your statement depends on your bank and our acquirer: [counsel to confirm: card refund timescale, once the payment provider is contracted]. Until then, the development test card on this site moves no real money and needs no refunds.
• Every refund is signed off and recorded. Refunding an order in our system requires manager-level approval, and each refund writes an entry on your order’s timeline and our internal audit log. Ask us and we’ll read that timeline back to you.

Store credit

Store credit is issued as a code carrying a rupee balance. You enter it at checkout, it draws down against your order total, and whatever is left stays on the code for next time — so a credit bigger than your next bowl isn’t wasted.

• It works alongside a promo code, your points and any other balance you’re using.
• It isn’t exchangeable for cash — with one exception: if you paid in cash and would rather have your money back than a credit, say so and we’ll do that instead.
• Validity: [counsel to confirm: how long store credit stays valid before it expires, if at all]. Where a code carries an expiry date, that date is shown when we issue it, and we don’t add an expiry to a code that’s already out there.
• Keep the code. Anyone holding it can spend the balance.

Meal plans and subscriptions

• You control the plan. From your subscriptions page you can skip the next delivery, pause the plan, resume it, or cancel — no phone call, no retention script.
• Pause rather than cancel if you’re coming back. A pause holds the plan and the meals remaining on it until you resume. Cancelling ends the plan and cancels every delivery still scheduled on it, and that can’t be undone — restarting means a new plan.
• Unused meals. If you cancel mid-period, meals not yet delivered are refunded at your plan’s per-meal price. Whether meals already delivered are re-priced at standard menu rates when a plan is cancelled early is a commercial call: [counsel to confirm: whether delivered meals are re-charged at menu prices on a mid-period cancellation].
• A bad delivery inside a plan is handled like any other order — remake, credit, or a meal added back to your plan, whichever suits you.
• Renewals. Your plan shows its renewal date. Pause or cancel before that date and the next period doesn’t start.
• Invoiced office plans. Refunds are normally issued as a credit note against the next invoice, unless you ask for the money back instead.

Catering cancellations

Catering is different from a single bowl: produce is bought for your headcount, staff are rostered for your date, and neither can be unwound the morning of. Every catering booking runs on a written quote, and the deposit, the final-numbers deadline and the cancellation schedule are stated on that quote. Those terms sit on top of this page.

The standard schedule is tiered by notice — more notice, more refunded:

• [counsel to confirm: notice period for a full refund, and whether the deposit is included]
• [counsel to confirm: middle notice tier — notice period and percentage refunded]
• [counsel to confirm: short-notice tier — notice period and percentage refunded]
• [counsel to confirm: deposit amount, and whether it is refundable or transferable to a new date]

Headcount reductions made after the final-numbers deadline on your quote are charged at the confirmed number, because the food is already bought. We would always rather move a date than lose it — postponement terms are [counsel to confirm: notice required to postpone, and how many free date changes are allowed]. If we cancel on you, you get everything back, including the deposit.

Gift cards

• Gift cards are not refundable once issued — the value has been sold, and whoever holds the code can spend it. [counsel to confirm: whether an unused gift card can be refunded within a set window]
• A gift-card balance is spent at checkout and isn’t exchangeable for cash.
• Where a card carries an expiry date, that date is set when the card is issued and shown at that point.
• Bowls bought with a gift card are refunded the way everything else is — the amount goes back onto the card.
• Lost the code? Tell us what you know about the purchase and we’ll try to trace it. We can’t restore a balance that has already been spent by someone holding the code.

How to raise a refund request

Call +92 310 0000001, WhatsApp +92 310 0000001, email contact@pastas.pk, or use the contact form with “Order issue” in the subject. Phone and WhatsApp are fastest, and the only sensible choice if the order is still in the kitchen.

Include:

• Your order number (SAL-…) — on your confirmation, your tracking page and your account;
• What went wrong, in a sentence;
• A photo, where the problem is visible;
• What you’d like: a remake, store credit, or your money back.

How long we take: we aim to reply within one working day, and to decide within three working days of having what we need. Anything involving allergens or illness jumps the queue and gets a same-day response during opening hours. If a decision is going to take longer — because the kitchen team on that shift needs to be spoken to, say — we tell you that rather than going quiet.

If you’re unhappy with the outcome

1. Ask for the kitchen manager. Most disagreements end here, usually in your favour.
2. Escalate in writing. Email legal@pastas.pk with “Escalation” and your order number. Someone senior — not the person who made the first decision — reviews it and replies in writing, normally within five working days.
3. Take it further. If we still can’t agree, you can bring a consumer complaint before [counsel to confirm: the consumer-protection forum or authority counsel wants named for Islamabad customers]. You are not required to exhaust our internal process first, and using it doesn’t shorten any deadline you have.

Your statutory rights

Nothing in this policy takes away or limits the rights you have under Pakistani consumer protection and sale-of-goods law — including the right to food that is safe, fit to eat and as described. Where this policy gives you more than the law requires, this policy applies. Where the law gives you more, the law wins.

Edge cases that don’t fit any box on this page get judged by the line at the top: we would rather remake a bowl than argue about one. Write to contact@pastas.pk and we’ll sort it.

who you are dealing with

pastas is a sole proprietorship operating in Pakistan, operating a fresh pasta kitchen in Bahria Town Phase 4, Rawalpindi, and the ordering service at pastas.pk. the contracting party is pastas [legal name to be confirmed].

address for notices:

[counsel to confirm: registered address]

legal and privacy contact:

contact@pastas.pk — one inbox, read by a person. put “legal” or “privacy” in the subject and it reaches the right hands.