We hold ourselves to high standards and always ensure your orders arrive on time—or even earlier than promised. However, if we ever run late, we will sincerely apologize and give you your order for FREE.

Please note that delivery times are agreed upon with our call center operator in advance, based on the contents of your order and your location.

Frequently Asked Questions

When is this promotion valid?

It is available 24/7, except on holidays and pre-holiday days.

Do all items qualify?

Bar menu items (beverages, cigarettes, and alcohol) are excluded from this promotion.

What if I add items to my existing order?

If you place an add-on request, the guaranteed delivery time restarts from the moment the add-on is confirmed.

What officially counts as the delivery arrival time?

Delivery time is recorded when the courier rings your doorbell or intercom, or calls your phone upon arrival at your door. Delivery is considered late only if the courier is delayed by more than 5 minutes past the time stated by the call center operator.

What should I do if the courier is late and I want to claim the free order?

If the guaranteed delivery time has been exceeded, you must contact our call center operator while the courier is still present.

Important Exceptions & Conditions

The company reserves the right to decline the promotion guarantee if the delay is caused by any of the following:

• Inoperable Amenities/Entry: The elevator or intercom is out of order and was not disclosed when placing the order, or the courier was delayed by security/concierge.

• Unreachable Customer: The courier was unable to gain entry (locked main/building gates), the customer provided an incorrect/unreachable phone number, or the customer failed to answer calls from our staff.

• Incorrect Location Info: An inaccurate or wrong delivery address was provided.

• Post-Payment Claims: The customer calls the call center to report a delay after the order has already been accepted, paid for, and the courier has left.

• Restricted Locations: Deliveries to addresses outside our delivery zones, or to medical, government, or educational facilities, hospitals, clinics, or buildings requiring check-in points (security desks, saunas, hotels, concierges).

• Force Majeure: Declarations of a state of emergency or crisis.

• Grace Period (1–5 Minutes): A delay of 1 to 5 minutes does not qualify for free order compensation, regardless of the size or number of items in the order.

⚠️ Important Notices:

• Refusal of Payment / Non-Response: If a customer accepts an order without paying under the claim of a delay, refuses to open the door, or ignores phone calls, they will be blacklisted for the full order amount. Future orders will not be processed until the outstanding balance is settled.

• Holidays: Promotion is NOT valid on holidays or pre-holiday days.

• Excluded Service Areas: Promotion is NOT valid for deliveries to Dordoy, Alamedin, or Madina markets, or within the cities of Cholpon-Ata and Bosteri.