Ordering, payment and fulfilment terms
1. Seller and scope
Seller: PR il Caffe Matvei Kazantsev, Ustanička 205v, Beograd, MB 67643909, PIB 114522335. Restaurant and complaints address: the same address. Contact delivery@ilcaffe.pizza, +381 11 456 1290. These terms apply to consumer orders through ilcaffe.pizza from 23.09.2026, subject to mandatory Serbian consumer rights.
2. Products, ingredients and prices
Check dishes, sizes, required choices, extras and permitted ingredient removals before ordering. Removing an ingredient does not automatically reduce the price. Priced extras, including combo extras, are charged as displayed. Prices are in RSD including applicable taxes. Delivery and any other costs are shown separately before confirmation, together with discounts, requested bonus redemption and the total. Availability and prices are rechecked; a changed total requires confirmation. An agreed price is not changed unilaterally.
Images illustrate appearance, not a substitute for ingredient, size or quantity information. Ask us about missing or unclear allergen information before purchasing. An absent allergen label does not establish that it is absent. Removing an ingredient does not guarantee freedom from traces due to shared preparation. The seller's food information and safety obligations remain.
3. Submission and acceptance
Choose fulfilment, an available time and payment method; check contact and delivery details. You can correct or abandon the draft before submission. Clicking the send button beside the total and payment notice accepts these purchase terms without a separate checkbox. It requests purchase at the displayed total, payable if the restaurant accepts. A technical receipt, request number or waiting status alone is not acceptance. The contract is concluded when the restaurant communicates acceptance. Substitutions, price changes or material timing changes require your agreement.
You are entitled to confirmation and agreed order information on a durable medium no later than delivery. Website documents can be downloaded or printed; they do not replace confirmation of a particular accepted order. If submission is uncertain, check status or contact us before resubmitting to avoid duplicates.
4. Payment
Only methods shown for the selected fulfilment are available: cash and/or card on receipt, where enabled. Card payment to a courier or at the restaurant is not online payment. This website version does not collect card numbers or CVV and does not charge a card online. Any future online payment feature will be explained before use. For a business invoice, supply the requested business details before submission. Consumer status is determined by law and the purchase purpose.
5. Delivery and pickup
Available fulfilment types, delivery zones, opening hours, minimum order, delivery fees and slots follow the restaurant's published settings. Maps assist address selection; the restaurant system confirms eligibility. Use the pickup address in your confirmation. An ASAP estimate is not a guaranteed minute; scheduled orders use the time accepted by the restaurant. We communicate material delays or inability to fulfil and agree a solution without removing statutory remedies. Provide accurate contact and delivery details and be available to receive the order. An unanswered telephone alone does not mean successful delivery or loss of refund or complaint rights.
6. Combos and loyalty
Published promotion/programme rules govern duration, qualifying dishes, availability and combinations. Regular price, promotion price, extras and total are distinguished where applicable. Bonuses are used at your request within the programme's allowance for that order, not a guaranteed fixed percentage in every case. A preliminary quote is not final reservation or redemption.
7. Cancellation and withdrawal
You may request cancellation before preparation starts, using the available order-status action or contacting the restaurant. A request is not confirmation of cancellation: check the result. This voluntary option ends when preparation starts; remedies for defects, non-delivery or breach remain.
The statutory 14-day no-reason withdrawal right has exceptions for goods liable to deteriorate or expire rapidly and applicable catering services for a specified date or period. These can apply to freshly prepared meals, not automatically every product in the menu. For a non-exempt product, send a clear withdrawal statement within 14 days after receipt, identifying yourself, contact, order, product and receipt date; a particular form is not mandatory. Return it within 14 days after your statement. Direct return costs fall on you only if properly disclosed before contracting; otherwise the seller bears them. This is not a charge for returning defective or incorrectly supplied goods.
8. Complaints and refunds
Complaints about quality, contents, prices or other defects can be made at the restaurant, by phone, in writing or by email. Identify the purchase, issue and requested remedy; a receipt or other purchase evidence is acceptable. A photo may help but is not a universal prerequisite. Packaging is not a condition for handling a complaint. With food, contact us promptly and do not consume a product you suspect is unsafe; this advice does not shorten statutory time limits.
Receipt of a complaint is acknowledged or its reference provided without delay. A written/electronic response is due within 8 days, with resolution normally within 15 days, subject to the statutory pause for your response and a single extension only with your agreement. The response gives the decision, reasons and proposed remedy. You will be expressly told to reply within three days; silence is not agreement.
Depending on the legal basis, remedies include replacement, price reduction, termination and refund. For a valid statutory withdrawal, repayment is due without delay and within 14 days of the statement, with any legally permitted withholding until goods or return evidence are received. The original payment method is used unless you expressly accept another without additional cost. Bonuses are not imposed instead of money. A confirmed cancellation or complaint will state the applicable refund arrangements.
9. Disputes and amendments
Serbian law applies. Following a complaint you may use out-of-court consumer dispute resolution; the seller must participate in the statutory procedure. Access to courts remains. No unlawful exclusive jurisdiction or waiver of mandatory rights is imposed. New terms carry an effective date and do not change accepted orders.