Terms of sale

How an order is made, what you pay, when we can refuse, how refunds and cancellations work, and the rules for accounts and the stamp card.

These terms govern every order placed on this website with Balkan Donner, trading as Balkan Donner. They are written to be read, not to be survived, and nothing in them takes away a right Belgian or EU consumer law gives you.

Who we are

1. Who you are buying from

Balkan Donner (Eenmanszaak), registered office Brugsesteenweg 500/500 BI, 8800 Roeselare, Belgium, enterprise number 1013.594.372, VAT BE 1013.594.372. Email info@balkandonner.be, telephone 0470531345.

The contract for your food is between you and us. The website and the systems behind it are supplied to us by a technology provider who is not a party to your order and is not the seller. Online payments go into our own account with Stripe, so we are also who owes you a refund.

2. What this website is

This is our own site. You can look at the menu and order for pickup or delivery. You can order and pay online without an account. An account, which you open by signing in with Google, is optional: it is needed to pay in cash, to collect stamps and rewards, and to see your past orders in one place. You can also add the site to your home screen like an app; it is the same site, under the same terms.

Any of these can be switched off at any time, and none of it is a fault or entitles you to anything:

Ordering paused: the kitchen is not taking orders right now.
Outside ordering hours: we take orders only during the hours shown.
Delivery suspended or not offered: pickup still works.
Menu only: the site may show the menu without selling from it.

3. The menu, prices, deals and allergens

Prices include VAT at the applicable Belgian rate and are shown in euro. What you see is what you pay for that item.
A delivery fee may be added. It is shown before you pay and carries the standard VAT rate, because it is a service rather than food.
The menu can change at any time, including while you are looking at it. The prices that bind us are the ones worked out at checkout when you place your order. If a price changes while you are ordering, we show you the old and the new price and ask you to agree before you go on.
Deals and rewards are applied at checkout, where the restaurant prices them. The discount that binds us is the one shown in the total before you pay. A deal can end, or stop applying because your basket changed, and we tell you before you pay if it no longer applies.
Photographs are illustrative.
Items can become unavailable. If something becomes unavailable while you are ordering, we take it out of your order and tell you before you pay. If we cannot make your order after you have placed it, section 6 applies: we refuse it and, if you paid online, you are refunded in full, automatically.

Allergens. The fourteen allergens declarable under Regulation (EU) 1169/2011 are shown on each dish where we have recorded them, before you buy. Where a dish says its allergens have not been declared, ask us before you order.

We cook in one kitchen, so we cannot guarantee that any dish is free of traces of an allergen used elsewhere in it. If an allergy of yours is serious, please telephone us on 0470531345 before ordering so we can tell you honestly whether we can feed you safely. We would rather turn an order away than get this wrong.

4. Placing an order, and when the contract is made

This is the clause that matters most, because for an online payment the money moves before we say yes.

You build a basket, choose pickup or delivery, and go to checkout, where we work out the price, including any delivery fee, deal or reward.
You accept these terms and place the order. If you pay online, you pay immediately, on Stripe’s own payment page, by Bancontact, card, Apple Pay or Google Pay. If you pay in cash (section 5), nothing is charged.
Your order then goes in front of our kitchen, which accepts or refuses it.
The contract is formed when we accept. You get a confirmation by email with an order number and a link to follow the order.
If we refuse an order you paid for online, we refund you in full, automatically, to the same payment method.

For an online payment, payment happens before the contract exists. The sum you paid is held against your order and is either turned into a sale, when we accept it, or given straight back, when we do not. We take payment this way because Bancontact cannot be authorised and captured separately: the money moves in one step when you confirm in your banking app.

An online order that is never paid (abandoned, declined, or left at the payment page until it expires) never reaches the kitchen and is not an order at all. Nothing is charged and nothing is cooked.

5. Paying in cash

Where we offer it, you may pay in cash: at the counter when you collect, or to the driver at the door where we offer cash on delivery. Paying in cash requires an account, signed in, with a confirmed email address. As a guest, you pay online.

If you do not turn up, or do not pay when the food is handed over, we may record the order as refused, and we may decline to take cash orders from you in future.

6. If we cannot fulfil your order, and how refunds work

We may refuse an order, because we are too busy, an item has run out, the address turns out to be undeliverable, or for any other good reason. We will tell you. We do not part-fulfil an order without asking you first.

What happened	What you get back
We refuse an order you paid for online	The full amount, automatically, without you asking
We refuse your cash order	Nothing: no payment was taken
Your payment never completed at the payment page	Nothing: the order was never placed and no payment was taken
You cancel a cash order before the kitchen accepts it	Nothing: no payment was taken
You phone about an order you paid for online, and the food has not been made	We would normally refuse it, which refunds you in full
The order was wrong, or not what you bought	We put it right: replacing the item or refunding it (section 11)
Food was collected late, or nobody could receive a delivery	Sections 9 and 10: no refund is due

How and how long:

A refund goes back to the card or account you paid from. We cannot send it anywhere else, and we cannot pay it out in cash or as a reward instead.
We start the refund immediately, at the moment the order is refused. How long it then takes to appear is your bank’s doing rather than ours, typically 5 to 10 business days.
You never have to ask for a refund on a refused order. If one has not appeared after ten business days, contact us with your order number.

7. Cancelling

A cash order can be cancelled by you from your orders, in your account, but only before the kitchen accepts it. After that, telephone us and we will see what can be done: once your food has gone into preparation, the order can no longer be cancelled.
An order paid for online cannot be cancelled from the website. Telephone us on 0470531345; if the food has not been made, we will normally refuse the order, which refunds you in full.

The difference is deliberate rather than an oversight: it keeps cancellation and refund as one decision made by one party, instead of a race between you and the kitchen over food that may already be cooking.

8. Your right of withdrawal, and why it does not apply here

There is no 14-day right of withdrawal for the food you order here. Article VI.53, 4° of the Code of Economic Law excludes goods liable to deteriorate or expire rapidly, which includes freshly prepared food. This is the law’s own exception rather than us contracting out of your rights, and we are required to tell you about it before you pay, which is why the same sentence appears at checkout.

9. Delivery

We deliver only to addresses inside our delivery area. We check this when you enter your address, before you pay.
A delivery fee and a minimum order value may apply. Both are shown before you pay.
Delivery times are estimates. The drive time we show is a driving estimate; it does not include kitchen time, and traffic moves. We are not liable for a late delivery beyond the remedies in section 11.
Somebody must be able to receive the order. We call the number you gave us if the driver cannot find you. If nobody answers and the food cannot be handed over, we may treat the order as delivered and no refund is due.

Where an order includes alcohol, the person receiving it must be old enough to buy it and we may ask for identification at the door or the counter and refuse to hand it over without it. Belgian law sets sixteen for beer and wine and eighteen for spirits and fortified wines. The duty is ours, and we take it at the moment of handover.

10. Pickup

We hold your order at the counter once it is ready. If you have not collected it within a reasonable time, the food may be discarded and no refund is due: it is hot food, and it does not keep.

11. If something goes wrong

Tell us as soon as you can, on 0470531345 or at info@balkandonner.be. Keep the order number.

Your statutory rights as a consumer are unaffected by anything in these terms. For food, that means the order must correspond to what you bought. If it does not, we will put it right, normally by replacing the item or refunding it.

What we are not liable for: loss that was not foreseeable, loss arising from address or contact details given to us wrongly, delay caused by events outside our reasonable control, and business losses, since you are dealing with us as a consumer.

What we do not and cannot exclude: liability for death or personal injury caused by our negligence, liability for fraud, our obligations as a food business, and anything else Belgian law does not permit us to exclude. There is no cap on any of these, and there is deliberately no clause here limiting our liability to the value of your order.

12. Accounts

An account is optional. You open one by signing in with your Google account; we use Google only to sign you in. If you have one:

Keep your sign-in to yourself, and sign out on a shared device.
Give us accurate details and keep them current. An out-of-date phone number is how a delivery goes wrong.
Some things need a confirmed email address: paying in cash, and the welcome gift where we offer one.
You can delete your account at any time from your account page. Orders you have already placed are kept, because they are invoiced records we are required by law to retain, but the tracking links for them stop working. Your stamp card is kept, with its stamps and rewards. The privacy policy explains this.
An account with an order still in progress cannot be deleted until that order has ended.
We may suspend or close an account used for fraud, for abuse, or to harass our staff.

What deleting an account does and does not delete is set out in the privacy policy.

13. Stamp card and rewards

Where we run a stamp card, it is for signed-in customers and works like this:

You earn one stamp per order, pickup or delivery, placed while signed in. The stamp is added when the order is handed over, not when it is placed, so a refused or cancelled order earns nothing.
Depending on the card, a reward is unlocked when you reach a milestone, or you spend stamps from your balance on a reward of your choice. Stamps spent on a reward cannot be turned back into stamps, and a reward bought with stamps does not expire. If an order that used such a reward is cancelled, you get the reward back, not the stamps.
Rewards are used at checkout, where the restaurant prices them, and only under the conditions shown with the reward, such as a minimum order value, a particular item, or a use-by date. An expired reward can no longer be used.
Your rewards wallet holds a limited number of rewards. While it is full, a reward you reach on a milestone card is lost and cannot be recovered, and a card where you spend stamps pauses: new orders add no stamps to it until you use a reward. Your account shows when your wallet is full.
A welcome gift, where we offer one, is given at most once per customer, needs a confirmed email address, and is never guaranteed.
Stamps and rewards have no cash value, are personal to your account, and cannot be transferred, sold or exchanged for money.
We may change or end the programme, or change what a card offers, at any time. Rewards already in your wallet stay yours until they are used or expire.

14. Using the site

Please do not try to break, overload, scrape or probe the site, place orders you do not intend to pay for or collect, or use somebody else’s payment details or account. We rate-limit requests and keep records adequate to identify abuse.

15. Changes to these terms

We may change these terms. The version that applies to your order is the one published when you placed it. Changes are not retroactive. The version and date of this document are shown at the foot of this page.

16. Complaints and disputes

Please contact us first, on 0470531345 or at info@balkandonner.be. If we cannot resolve it, you can approach the Belgian Consumer Mediation Service free of charge.

consumerombudsman.be

17. Governing law

Belgian law applies. The courts of the judicial district of West-Vlaanderen have jurisdiction, without prejudice to your right as a consumer to bring proceedings in the courts of the place where you live, which nothing here takes away.

Version 1.0 · last updated October 15, 2026