This policy governs every order placed with Goldy Restaurant through the website, by telephone or on WhatsApp, unless the item page or a specific promotion says otherwise. It is written in plain language rather than in legal knots, because food is perishable and cannot survive ambiguity. Please read it before your first order: it explains the fees, the timings and the limits of what we commit to.
Delivery areas and fees
- We deliver inside the announced service area only, and outside that boundary we do not deliver at any order value.
- The delivery fee is 10 SAR per order, waived automatically once your basket reaches 100 SAR.
- The delivery minimum is zero. Collection at the counter has no minimum.
- We do not ship food by any means or through any external carrier. Delivery direct from our kitchen is the only method.
Preparation and arrival times
The preparation time shown at confirmation is an estimate based on the dish and on the state of the kitchen at that moment, with travel time added on top. Peak hours, weekends and poor weather stretch it, and we will tell you if a delay grows to anything meaningful. The time shown is a commitment we work hard to meet, not a contractual guarantee carrying compensation.
Collection and pre-orders
Choose collection and tell us when you will arrive, and we time the cooking so the food leaves the pass hot at that moment rather than earlier. We hold a ready order for a reasonable period. If you are more than fifteen minutes past the agreed time we may restart preparation so the food goes out fresh, or cancel it if we cannot reach you. Please bring your order number.
You can also order for later the same day or for a coming date, and the start of cooking is calculated backwards from the time you set. For larger pre-orders and events:
- We send a reminder twenty four hours before, to confirm the numbers and the address.
- Cancelling or amending is free until 24 hours before the slot. After that we may retain part of the value to cover ingredients bought specifically for your order.
- We may ask for a deposit on large orders, and we will tell you before you confirm rather than afterwards.
Amendments and cancellation
Before cooking begins, amend or cancel in full at no charge. Once cooking has begun the order cannot be cancelled, because the dishes were made for you specifically, cannot be sold to anyone else and cannot return to stock. That exception is the accepted rule for perishable goods rather than severity on our part.
Wrong or incomplete orders
- Check the bag the moment it reaches you, in front of the rider if you can.
- Contact us there and then on 009004 or WhatsApp 009004 with the order number, a description and a photograph if you have one.
- We agree the remedy with you: a remake sent out, a refund of that item, or credit against your next order.
- Refunds go back by the same method you paid with, and the clearing time is set by your payment provider rather than by us.
Failed delivery
If we cannot reach you, the rider calls twice and waits briefly at the address before returning the order to the kitchen, at which point it counts as delivered. No refund is due in that case, because the food was cooked and carried and can no longer be given to anybody else. Please write your address precisely and keep your phone reachable until handover.
Tips
A tip is entirely optional and is never added to your bill automatically. When the restaurant enables the tip field at checkout, whatever you add goes to the rider or to the kitchen team according to what you choose, and appears as its own line on your invoice; if you do not see the field, the restaurant has not enabled tipping and nothing is asked of you. Its presence or absence has no effect on where your ticket sits on the kitchen screen or on how quickly it is cooked.