Terms and conditions
Soprano Terms & Conditions
Welcome to Soprano. We strive to provide an authentic, limited-edition Neapolitan culinary experience in Muscat. Please read these terms carefully, as completing your order implies your full agreement to the following policies, designed to ensure the highest quality standards for both parties.
1. Artisanal Quality & Product Nature
Limited Edition: We bake only 50 pizza doughs per night, which are slow-fermented (for 48 to 72 hours). This means quantities sell out daily once the maximum limit is reached.
Leopard Spotting: Our pizzas are baked in stone ovens exceeding 400°C. The appearance of small, scattered black spots on the crust edges (leopard spotting) is a fundamental characteristic of authentic Neapolitan pizza and a sign of mature fermentation. It is in no way considered a "burnt" product.
Artisanal Crafting: Every pizza is entirely kneaded and stretched by hand. Therefore, slight variations in the exact shape or size of the crust may occur from one pizza to another.
2. Ordering & Pickup Policy
Pickup Time: Neapolitan pizza is highly sensitive to moisture and time. Collecting your order at the exact "Pickup Time" selected during checkout is entirely your responsibility.
Delays: Our chefs begin baking the pizza just minutes before your scheduled pickup time to ensure it is served at peak quality. While we understand that unforeseen circumstances may suddenly arise causing a delay, and we will do our utmost to preserve its temperature as much as possible, Soprano assumes no responsibility for any drop in quality (such as loss of temperature or dough becoming soggy from trapped moisture) after 20 minutes have passed. In such cases, the customer is not entitled to claim a replacement.
3. Cancellation & Modification Policy Due to our strict daily quota (only 50 doughs), reserving a dough means making it unavailable for another customer.
Order Modification: Customers may modify their pickup time or order details at least two (2) hours prior to the scheduled pickup time, provided they contact us via WhatsApp and receive our confirmation. Orders can also be rescheduled to another day, allowing another customer to book your time slot for that given day.
Cancellation: Orders cannot be canceled or refunded if the cancellation request is made less than two (2) hours before the pickup time, or if the order has already entered the preparation and baking phase.
4. Refund & Replacement Policy We fully guarantee your rights in the event of an error on the kitchen's part.
No Returns on Food Items: For health and safety reasons, we do not accept returns on food products once they have been collected and have left the cloud kitchen, provided they match the requested specifications.
When are you entitled to compensation? A customer is eligible for a full refund or a free replacement product only in the following cases:
Receiving the wrong item or a missing item in the order.
A substantial defect in quality (e.g., receiving completely raw dough in the center, or a fully burnt and damaged crust that is distinct from natural fermentation spots).
Claim Process: In the event of any of the aforementioned errors, the customer must contact us via WhatsApp within a maximum of 30 minutes from the pickup time, attaching a clear photo of the product. The case will be evaluated immediately to resolve the issue (either by providing a replacement product or processing a refund to the original payment method within 3 to 5 business days).
5. Rights & Obligations of Both Parties
Customer Rights: You have the right to receive your order accurately, on time, and in premium packaging that preserves the product's temperature and integrity as much as possible, alongside our strict adherence to the highest standards of hygiene and sanitization in our kitchen.
Soprano's Rights: The kitchen reserves the right to cancel an order (with a full refund to the customer) in cases of force majeure, such as sudden oven malfunctions or the depletion of fresh ingredients that meet our quality standards. This is to ensure we never serve a product that falls below our usual quality level.
6. Data Privacy & Marketing
Data Collection for Operational Use: Upon completing your order, we collect basic data (name, phone number, and email address) to ensure a smooth ordering process, send payment receipts, and communicate with you promptly regarding order details and pickup times.
Marketing & Communication Use: As a Soprano customer, you are part of our exclusive community. By agreeing to these terms, you grant us the right to use your contact details to send marketing messages and updates, which include: notifications about our daily quota availability (the 50 doughs), priority booking for new releases, and exclusive invitations to upcoming experiences.
Information Confidentiality & Security: We are fully committed to protecting your privacy. Your personal data will never be sold, rented, or shared with any third parties or external companies for outside purposes. Your data is used strictly within our internal, closed systems to enhance and personalize your experience with our brand.
Right to Opt-out: We always respect your wishes and personal space. You reserve the right at any time to stop receiving marketing messages (via WhatsApp or email) simply by contacting us. We will update your preferences immediately, keeping your data active solely for operational purposes related to future orders.