Terms of service

By using this website or placing an order with us, you accept these terms and the policies linked from them — the refund policy, the allergen guide and the privacy policy. Those documents are part of this agreement, not decoration around it.

If you do not accept these terms, please do not order. If you order through a third-party delivery platform rather than directly with us, that platform’s terms govern that order; these terms cover orders placed with us on pastas.pk, by phone or in person.

• You must be 18 or older to hold an account or place an order. If you are younger, a parent or guardian should place the order and takes responsibility for it.
• By ordering, you confirm you are able to enter a binding contract and that the details you give us — name, phone number, address — are true and current.
• If you order for a company, office or other organisation, you confirm you are authorised to do so and that the organisation is bound by these terms.
• Delivery is only available to addresses inside a zone served by one of our kitchens. We cannot take a delivery order to an address outside those zones, even a near one.

You can order as a guest. An account is optional, and it exists so we can show you your order history, saved addresses, meal plans and Twirls balance.

• Keep your details accurate. The rider calls the number on the order. A wrong number or an incomplete address is the most common reason food goes cold at a gate.
• Your credentials are yours to protect. Anything done under your login is treated as done by you until you tell us otherwise. Tell us straight away at contact@pastas.pk if you think someone else has access, and change your password.
• One account per person. Multiple accounts created to re-use first-order offers are not honest use of the service.
• We may suspend or close an account for fraud, payment abuse, gaming promotions or loyalty, abuse or threats towards our staff or riders, or attempts to interfere with the site. Where we can, we tell you why. We may hold points and vouchers while we look into something; anything genuinely earned is honoured.
• You can export your data or ask us to delete it from account preferences. What we keep, and for how long, is in the privacy policy.

This part matters, so it is written precisely. Completing checkout is an offer from you to buy the items shown, at the total shown. It is not yet a contract.

Your order arrives in our kitchen system as Received. The contract forms when we accept your offer — that is, when the kitchen confirms the order and its status moves to Confirmed. You can watch that happen on the order tracking page linked from your confirmation. From there the order moves through Preparing, then Ready for pickup or Out for delivery, then Completed.

Until we confirm, we may decline an order for a good reason. For example:

• an item or ingredient has sold out, or a kitchen is closed or at capacity;
• the delivery address falls outside the zones that kitchen serves;
• the order is below the minimum for its delivery zone;
• the order looks fraudulent, or a payment or promo check fails;
• a price is obviously wrong (a bowl listed at Rs. 12 is a mistake, not an offer).

If we decline, you owe nothing for that order and anything already paid is returned in full.

Everything is re-checked on our servers.When you place an order we recalculate it from our own database — item prices and availability, customisation limits, custom-bowl pricing, promo rules and usage limits, your delivery zone’s fee and minimum, tax, any loyalty voucher and any gift-card balance. What your browser showed is a preview; our calculation is the one that governs the order.

Scheduling. At checkout you can schedule pickup or delivery ahead — currently up to 3 days — within kitchen hours. A scheduled order is prepared for the window you chose, and the timing terms below apply to it in the same way.

• Currency. All prices are in Pakistani Rupees and are whole rupees. Menu prices are per item; customisations that carry a price show the difference before you add them.
• Tax. Applicable sales tax is added at checkout and calculated on the food subtotal after discounts, plus the delivery fee. The rate depends on the kitchen fulfilling your order and on how you pay — the rate for cash and the rate for card can differ — and the rate applied to your order is shown to you before you pay.
• Delivery fee. Each delivery zone has its own fee, shown before you pay. Orders whose subtotal after discounts reaches the free-delivery threshold — currently Rs. 2,500 — are delivered free. Pickup orders never carry a delivery fee.
• Minimum order. Each delivery zone also has a minimum order value. Below it we cannot accept a delivery order to that zone, and checkout tells you the amount you need. Pickup has no minimum.
• Tip. A tip is optional. You choose the amount, or none at all, and it is added to your total as its own line.
• Discounts and credits. A promo code, a Twirls voucher and a gift-card balance each appear as separate lines at checkout, in that order, and can never take a total below zero.

Menu prices, delivery fees, zone minimums and the free-delivery threshold can change. The figures that apply to your order are the ones calculated when you place it — a later change never reaches back to an order we have already accepted.

You are never charged a total you did not see. Your browser sends the total it displayed to you along with the order. If our recalculation differs from it — by even one rupee — we refuse the order and show you the new total instead of quietly charging a different amount. Review your cart and place the order again if you are happy with it.

If something is priced obviously and unmistakably wrong, we may decline the order, or cancel and refund it, rather than honour the error.

Cash on delivery — or cash at the pickup counter — is the only payment method we accept today. You pay the rider when your food arrives, or at the counter when you collect it.

• Cards, wallets and bank transfer are not available yet. No online payment gateway is connected to this site. If you read anywhere that we take card payments online, that page is wrong and this one is right.
• A clearly-labelled test card method exists for our engineers in development only. It is disabled in production, never touches a card network and moves no money.
• Please have the amount ready. Riders carry limited change, and an order can be held at handover if it cannot be paid for.
• When online payments do launch, we will update these terms and the refund policy first, and checkout will state exactly which methods it accepts.

• Times are estimates, not guarantees.The estimate you see is our kitchen’s preparation window plus the riding time for your zone. Traffic, weather, load-shedding, road closures and how many orders are ahead of yours all move it. We will not promise a minute we cannot control; persistent lateness is covered by the refund policy.
• Someone must be reachable. Keep the phone number on the order with you and answer it. Riders call on arrival, and many addresses here are found by phone, not by map pin.
• Failed delivery attempts. If the rider cannot reach you by phone and cannot hand the order over after waiting at the address for [counsel to confirm: how long a rider waits, and how many calls, before an attempt is treated as failed], the order may be treated as delivered or cancelled under the refund policy. Food is composed to order and perishable — it cannot be returned to stock or sold to anyone else.
• Access. We deliver to the address you give. Where a society, office or building does not let riders in, please meet the rider at the gate or reception.
• Pickup. Your order is ready around the estimated time and held for [counsel to confirm: how long a pickup order is held past its ready time before it is released]. Bring your order number.
• Check at handover where it is practical to do so. It is far easier to fix a missing item in the first minute than the next day.

The full mechanics live in the refund policy, which forms part of these terms. The short version:

• Tell us fast. Before the kitchen starts your order, a change or cancellation is usually straightforward. Once your bowl is being composed, or is with a rider, it may not be possible — the food already exists.
• If an order is wrong, missing an item, or below our standard, report it within the window set out in the refund policy and choose a remake, a credit or a refund.
• The First Bowl Guarantee applies to your first-ever bowl: tell us within 24 hours and we will remake it or credit you.
• When an order is cancelled or refunded, every credit it used is returned automatically — the promo use goes back to the code, the loyalty voucher returns to your account, and any gift-card amount goes back onto the card. Points earned on that order are reversed at the same time.
• Refunds are made by the route described in the refund policy. Because orders are paid in cash today, cash refunds are settled operationally rather than reversed through a gateway.

We run a shared kitchen. Bowls are composed by hand on a shared line, using shared equipment and surfaces. We take cross-contact seriously and we train for it, but we cannot guarantee that any bowl is entirely free of a given allergen.

• Allergen information is maintained per ingredient and carried through to every dish and custom bowl built from those ingredients. You can see it on the menu, live in the bowl builder, and in the allergen guide, including its cross-contact disclosure. It is as accurate as our recipes and supplier information allow, and recipes change.
• If you have a serious allergy, call us before you order. Read the allergen guide and speak to the kitchen so we can tell you honestly whether we can serve you safely. A note typed into the order box helps the line, but it is not a conversation, and we may decline an order we cannot fulfil safely.
• Nutrition figures are estimatescomputed from each recipe’s actual ingredients — they are not laboratory-verified, and hand-composed food varies a little bowl to bowl. See the nutrition page for the method. Nothing on this site is medical or dietary advice; if your needs are medical, your doctor or dietitian outranks our menu.
• Our food is made to be eaten soon after it reaches you. Refrigerate anything you are not eating straight away, and follow the storage note on take-home sauces.

Promo codes carry the conditions attached to them — minimum subtotal, maximum discount, per-customer and overall usage limits, and start and end dates. All of them are checked when you place the order, not when you type the code. One promo code per order. Codes have no cash value and cannot be sold or transferred.

Twirls is our loyalty programme. It is free, and it works like this:

• You earn 5 points per Rs. 100 on direct orders placed with an account. Points are calculated on the food subtotal after any discount and any voucher value — delivery, tax and tips do not earn. Orders placed through third-party platforms do not earn.
• Points are pending when you order and are confirmed when the order is completed. If an order is cancelled or refunded, its points are reversed. Where points had already been spent on a reward, the reward still stands and we adjust the account instead — your balance is never pushed below zero.
• Every reward on the rewards page has its own point cost — 500 points for the Rs. 250 voucher, for example. Redeeming deducts the points immediately. A redeemed voucher is single-use, tied to your account, carries the expiry date shown when it is issued, and applies to direct orders only.
• Streak rewards are unlocked by completed orders only — 3 orders of at least Rs. 800 within 10 days. Orders that are cancelled, refused at the door or never completed do not count.
• Points expire 12 months after they are earned.
• Points and rewards have no cash value, cannot be exchanged for money, and cannot be transferred or sold. We may change the earn rate, thresholds, rewards or the programme itself, or end it, on reasonable notice — vouchers already issued are honoured until they expire.
• Fake accounts, self-referrals, and exploiting a bug or pricing error are grounds for reversing points and vouchers and, in serious cases, closing the account.

• Recurring online billing is not live. Starting a plan on the site creates it in a pending state and books your first deliveries — it does not charge you and it does not set up an automatic payment. We contact you to confirm the schedule, address and payment, and the plan is activated manually. Nothing recurring is ever taken from you automatically today.
• You choose your delivery days and a delivery window when you start a plan, along with protein preference, dietary notes and any allergens to exclude. Deliveries follow that schedule and the delivery terms above.
• Pause, resume, skip or cancel from your account at any time. Pausing holds the plan until you resume it; skipping drops your next scheduled delivery; cancelling ends the plan and stops future deliveries. Changes to a delivery must reach us before [counsel to confirm: the cut-off time before a scheduled delivery for skips, pauses and changes] — after that the food is already being bought and prepped for you.
• What happens to a bowl you skip, or to bowls covered by a pause: [counsel to confirm: whether skipped or paused bowls are credited back to the plan, rolled over, or forfeited]
• If you cancel part-way through a paid plan: [counsel to confirm: how an unused balance on a part-used plan is refunded]
• The price of a plan is the price we confirm with you when it is activated. We will tell you before a price change affects a renewal, and you can cancel instead.
• Custom corporate plans are quoted and agreed separately; the quote and any written agreement take precedence over the plan descriptions on the site where they differ.

• Sending a catering inquiry is a request, not a booking. We reply with a menu and a quote, normally within one working day.
• A quote is not a booking either. Your event is booked only when we confirm it in writing — and, where one applies, when the deposit is paid. [counsel to confirm: catering deposit terms: whether a deposit is required, how much, and when it is due]
• Catering starts at six people. Final headcount, menu and dietary requirements must reach us by the lead time we agree in writing: [counsel to confirm: minimum lead time for confirming a catering booking, and the deadline for changing headcount]
• After that deadline we may not be able to make changes, because produce and proteins are bought for your event specifically. Cancellation terms for a confirmed booking are set out in the written confirmation: [counsel to confirm: catering cancellation terms — how late a confirmed booking can be cancelled and what is payable]
• A live bowl bar needs space, access and power at your venue. We agree those practical requirements with you in writing before the day; if they are not available when we arrive, we may not be able to serve as planned.

• A gift card carries a rupee balance which is redeemed against direct orders at checkout. The balance can be spent across several orders until it runs out.
• Gift cards have no cash value: they cannot be exchanged for money, refunded to cash, or used on third-party platforms.
• A gift card may carry an expiry date, which is stated when it is issued. [counsel to confirm: the standard validity period for gift cards, and what happens to any balance left at expiry]
• Treat the code like cash. Anyone who has it can spend it, and once a balance has been spent we cannot recover it. Tell us immediately if a code is exposed so we can look at deactivating it.
• If an order paid for partly with a gift card is cancelled or refunded, that amount goes back onto the card.

Please do not:

• scrape, bulk-download or systematically copy the site, its menu data, photography or written content, or use automated tools to place orders;
• probe, scan or test the security of the site, try to bypass authentication or rate limits, or interfere with its normal operation;
• place orders you do not intend to accept or pay for;
• abuse, threaten or harass our staff, kitchen team or riders;
• submit content that is unlawful, defamatory, hateful, or that discloses someone else’s personal information;
• use the site to impersonate anyone, or for any unlawful purpose.

We may rate-limit requests, refuse or cancel orders, remove content and suspend or close accounts where this section is broken.

The pastas name and logo, this site’s design and code, our photography and illustrations, our menu names and descriptions, our journal writing and our recipes as expressed here belong to us or are licensed to us.

Personal, non-commercial use is welcome — share a link, screenshot a bowl, tell a colleague. Republishing, systematic copying, commercial use, or using our content to build a competing menu or dataset requires our written permission. Our brand names and marks may not be used without permission.

• This covers what you send us: order notes and dietary requirements, feedback, complaints, reviews and any photos you share with us.
• You keep ownership of it. You give us a non-exclusive, royalty-free licence to store, use, reproduce and display it for the purpose of running the service and, where you have shared it publicly or given us permission, promoting it — with attribution where you have given a name. Ask us to stop and we will stop using it going forward.
• You confirm what you send is yours to share, is not unlawful or defamatory, and does not disclose someone else’s personal information.
• We may moderate: edit for length or clarity, decline to publish, or remove content. We do not publish invented reviews, and we do not remove honest criticism simply because it stings.

We work to keep the site up, but we do not promise it will be uninterrupted or error-free. Maintenance, outages, connectivity failures and bugs happen, and we may suspend access to fix something.

Menu items, prices, delivery zones, kitchens, opening hours and site features change. Items sell out. A kitchen can close temporarily. We may add, change or withdraw parts of the service, including stopping delivery to an area, without liability beyond honouring orders we have already accepted.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded. Everything else in this section is read subject to that.

• We provide this website as it is. Beyond what these terms and the refund policy promise, and beyond the rights the law gives you, we do not make other warranties about the site or its content.
• Where we are liable for a problem with an order, our liability for that order is limited to the amount you paid for it — put right by a remake, a credit or a refund as the refund policy provides.
• We are not liable for indirect or consequential loss, or for loss of profit, business, opportunity, goodwill or data, or for any loss that was not reasonably foreseeable when the order was accepted.
• Nutrition figures are estimates and allergen handling is as disclosed in the allergen guide; our responsibility runs to the accuracy of the information we publish and the care we take in the kitchen, not to guaranteeing an allergen-free environment we have told you we cannot provide.
• We are not responsible for third-party services — delivery aggregators, payment providers, map or messaging platforms — or for orders you place through them.

If you break these terms, use the site unlawfully, or submit content you had no right to submit, you agree to cover the reasonable losses, claims and costs we incur as a direct result. This does not apply to anything caused by our own breach or negligence.

Neither of us is in breach of these terms for a failure caused by something genuinely outside reasonable control. Realistically, for a kitchen operating here, that includes: load-shedding and grid or generator failure; internet, telephone or payment-network outages; fuel shortages and sharp supply or transport disruption; failure of a supplier we could not have replaced in time; extreme weather, flooding or road closures; strikes, civil disruption or security incidents; government or municipal action; and epidemics or public-health restrictions.

When one of these hits an order we have accepted, we will tell you as soon as we reasonably can, do what we sensibly can to still get you fed, and where the order cannot be fulfilled, cancel it and refund you in full.

We may send you notices about an order or these terms by email, SMS, WhatsApp or phone call using the contact details you gave us, or by posting a notice on the site. Please keep those details current — a notice sent to the details on your account counts as received.

Formal legal notices to us go to legal@pastas.pk and to the address for notices in the block at the end of this page.

Come to us first — most problems are a phone call, and we would rather fix a bowl than win an argument. Reach us through the contact page, or email contact@pastas.pk.

• We aim to acknowledge and reply to any complaint within one working day.
• Complaints about a specific order are handled under the refund policy, usually the same day.
• If we cannot resolve something, we will set out our final position in writing so you know exactly where you stand.
• None of this takes away your right to go to a court or to the consumer-protection authorities in your province if you are not satisfied.

We may update these terms — new payment methods, new services, or plain clarity. When we do, the effective date at the top of this page changes, and we flag material changes on the site (and by email where we have your address and the change affects an active plan).

The version in force when you place an order is the version that governs that order. A later change never applies backwards. Continuing to use the site after a change means you accept the updated terms.

• Severability. If any part of these terms is found unenforceable, that part is severed and the rest continues to apply.
• No waiver. If we do not enforce something straight away, we have not given up the right to enforce it later.
• Assignment. We may transfer our rights and obligations under these terms to another business — for example if the business is sold — without reducing your rights. You may not transfer yours without our written consent.
• Entire agreement. These terms, together with the refund policy, allergen guide and privacy policy, are the whole agreement between us about your use of the site and your orders, and replace earlier statements about them. Nothing here excludes liability for fraud or fraudulent misrepresentation.

These terms, and any dispute or claim arising out of them or out of an order, are governed by the law of Pakistan. The courts of Islamabad have jurisdiction over any such dispute, and you and we submit to them.