Terms and conditions

1. Merchant identity

The site is operated by Elita Craft House S.R.L., Trade Register no. J2018000844236, tax id RO38920481, email office@reinabrasserie.ro, phone +40 729 038 037 (hereinafter “Reina Brasserie”, “we”). Place of business: Reina Brasserie, Bulevardul Regina Elisabeta 33, Bucharest.

2. Products and prices

The menu on the site lists each dish's name, portion, ingredients and allergens, as required by Regulation (EU) 1169/2011. Prices are in lei and include VAT. The delivery fee, any packaging fee and the minimum order are shown on the delivery page and in the order summary before you send it. Dishes marked * contain frozen ingredients. Images are for presentation.

3. How the contract is concluded

On the site you pick dishes, fill in your address, phone and payment method, and the site prepares the order message which you send from the WhatsApp app to the restaurant's number. Your order is an offer to buy. The contract is concluded when the restaurant confirms the order in the WhatsApp conversation (or by phone), stating the estimated delivery time. The restaurant may decline an order (e.g. address outside the delivery area, product unavailable, outside hours) and informs you in the chat; in that case you owe nothing.

Each order receives a reference number (R-....), shown on the order page and in the WhatsApp message.

4. Delivery

We deliver within the area and hours shown on the delivery page. The estimated time given at confirmation is indicative and may vary with order volume and traffic. Delivery is made to the address you provided; please be reachable at the phone number given. If delivery cannot be completed for reasons attributable to the customer (wrong address, customer unreachable), the restaurant will contact you to find a solution.

5. Payment

Payment is made on delivery, in cash or by card (POS), according to the option chosen at checkout and the availability shown. A fiscal receipt is issued.

6. Right of withdrawal

Under art. 16 (c) and (d) of OUG 34/2014, the 14-day right of withdrawal does not apply to prepared food, which is liable to deteriorate or expire rapidly and is made to the consumer's order. You may cancel an order free of charge until the restaurant confirms it, by a message in the same WhatsApp conversation or by phone.

7. Conformity and complaints

If the delivered product does not match the order (missing, wrong or damaged item), please tell us as soon as possible, preferably on receipt, via WhatsApp, phone (+40 729 038 037) or email (office@reinabrasserie.ro), quoting the order number. We will replace, redeliver or refund as the law provides. Complaints are answered within 30 days.

8. Alternative dispute resolution (SAL)

If we cannot reach an agreement, you may use the alternative dispute resolution procedure coordinated by the Romanian National Authority for Consumer Protection: the platform reclamatiisal.anpc.ro or ANPC, B-dul Aviatorilor 72, Bucharest, phone 021 9551, www.anpc.ro. The EU online dispute resolution platform (ODR) was discontinued by Regulation (EU) 2024/3228 and is no longer available.

9. Allergens and nutrition

Allergens are listed for every dish based on current recipes, and the allergen legend is on the menu page. Dishes are prepared in a kitchen handling all major allergens; we cannot guarantee the absence of traces. For severe allergies please contact us before ordering.

10. Intellectual property and use of the site

The site's content (texts, photographs, logo) belongs to Reina Brasserie or its partners and may not be reproduced without consent. Using the site for fraudulent purposes or in ways that affect its operation is prohibited.

11. Governing law

These terms are governed by Romanian law. Disputes are settled amicably or, failing that, by the competent courts, without prejudice to mandatory consumer rights.