Delivery Policy

This Delivery Policy explains how online food delivery works for orders placed through the Tony Wong Restaurant website. It covers delivery hours, service area, delivery fees, estimated delivery times, customer responsibilities, failed delivery situations, and delivery support.

Delivery is provided to help customers receive freshly prepared food conveniently, but delivery service is subject to availability, subject to kitchen capacity, subject to rider availability, and subject to traffic and weather conditions.

Delivery is available daily from 12:00 PM to 10:00 PM. Orders placed close to the end of delivery hours are subject to acceptance based on kitchen capacity, item availability, rider availability, distance, and operational conditions.

The restaurant may stop accepting delivery orders earlier than the stated time if the kitchen is at capacity, riders are unavailable, an item is unavailable, there is a technical issue, or delivery cannot be completed safely or reasonably.

Delivery is available in Al Barsha South Fourth and selected nearby areas within approximately 12 km. Delivery availability is not guaranteed for every address in Dubai or every address within the approximate distance.

Delivery availability is subject to address, distance, traffic, rider availability, building access, operational capacity, and restaurant acceptance. The restaurant may reject or cancel orders outside available delivery areas or where delivery is not practical at the requested time.

If an address is outside the available delivery area after payment has been made, the restaurant may contact the customer to arrange an alternative solution or may cancel the order and process an approved refund where appropriate.

Delivery fees may vary depending on location, distance, order value, delivery method, and rider availability. The applicable delivery fee will be shown before payment confirmation.

The restaurant does not promise free delivery unless a specific valid offer is shown at checkout. Delivery fees may change from time to time and may be affected by operational costs, third-party delivery costs, distance, or promotional conditions.

A minimum order amount may apply depending on the delivery area, distance, order type, or operational conditions. The applicable minimum order amount will be shown before checkout.

If the customer's order does not meet the minimum requirement, the website may ask the customer to add items or choose another available option before payment.

Delivery time is an estimated delivery time only and is not guaranteed. Estimated delivery time may depend on food preparation time, order size, kitchen capacity, distance, traffic, weather, rider availability, building access, security gate access, elevator delays, peak hours, and operational conditions.

During busy periods, bad weather, road closures, limited rider availability, or large orders, delivery may take longer than estimated. The restaurant will try to prepare and dispatch orders within a reasonable time, but delivery timing can be affected by events outside our reasonable control.

Customers must provide complete and accurate delivery information, including building name, apartment or villa number, community or area, phone number, gate or access instructions, landmark if needed, and any special delivery instructions.

Incorrect, incomplete, or unclear delivery information may delay delivery, prevent delivery, or cause the order to be marked completed and non-refundable where the issue is caused by customer information.

Customers must be available to answer calls or messages and receive the order at the delivery location. The phone number provided at checkout should remain reachable after the order is placed.

If building access, gate access, parking, elevator access, or reception instructions are needed, the customer must provide them clearly and respond promptly if contacted by the restaurant, rider, or delivery partner.

If the customer is unreachable, unavailable, provides incorrect information, provides an incomplete address, or fails to give access to the delivery location, the order may be marked completed and may be non-refundable.

Reasonable contact attempts may be made using the phone number, WhatsApp, or delivery instructions provided by the customer. If delivery cannot be completed because of customer unavailability or incorrect details, the restaurant may not be able to remake, redeliver, or refund the order.

Delays caused by building security, reception, parking, gate access, elevator delays, restricted communities, unavailable customer, or unclear access instructions are outside the restaurant's direct control.

Customers should inform building security, reception, or household members when expecting a delivery if needed. Extra waiting time may not always be possible, especially during peak periods or when riders have other deliveries.

Food is packed carefully for delivery. However, some food items may naturally change during delivery due to heat, steam, travel time, packaging, movement, sauce separation, or food type.

The restaurant chooses packaging intended to protect the food as much as reasonably possible, but delivery conditions can affect crispness, temperature, texture, or presentation.

Customers should consume delivered food promptly and store it safely if not consumed immediately. Hot food should not be left at room temperature for extended periods, and cold or perishable items should be stored appropriately.

The restaurant is not responsible for quality or safety issues caused by delayed consumption, improper storage, improper reheating, or unsafe handling after delivery has been completed.

Customers should check the order upon receipt. Missing, wrong, damaged, or unsuitable items must be reported within 24 hours of receiving the order.

Customers may be asked to provide the order number, customer name, phone number, photos or videos, and a clear explanation of the issue so the restaurant can review the matter fairly.

Large orders may require additional preparation and delivery time. The restaurant may contact the customer if extra time is needed or if delivery needs to be split, scheduled, or adjusted.

Large orders are subject to kitchen capacity, item availability, packaging availability, and rider availability. Customers placing large orders are encouraged to order earlier where possible.

Delivery may be delayed, suspended, or cancelled due to weather, traffic, road closures, rider availability, technical problems, government restrictions, emergencies, safety concerns, or events outside our reasonable control.

Where such events affect a paid order, the restaurant will review the situation and may contact the customer to arrange a reasonable solution, replacement, cancellation, or approved refund where appropriate.

Delivery service is subject to rider availability. The restaurant may use its own staff, riders, or approved delivery partners to complete delivery.

Rider assignment and delivery route may depend on order timing, distance, delivery load, road conditions, and operational needs. The restaurant cannot guarantee a specific rider or exact dispatch time.

For delivery support, please contact the restaurant promptly with your order number and phone number.

• Phone / WhatsApp: +971 58 226 4858
• Email: hello@tonywongchain.com