Terms & Conditions

NatoMaki Sushi Bar, Saripolou Square, Limassol, Cyprus. You can reach us at info@natomaki.com.cy or +357 95 96 43 50. In these terms “we”, “us” and “NatoMaki” mean the restaurant; “you” means the person placing an order.

You need an account to place an order, so that we can confirm it and keep you updated. Keep your password confidential and give us accurate contact details — we rely on your phone number to reach you during delivery. You must be at least 16 years old to hold an account and at least 18 years old to place an order; by placing an order you confirm that you are 18 or over. You can ask us to delete your account at any time by writing to the e-mail above.

Adding items to your basket is an offer to buy, not a binding order. The contract is formed only when we accept your order in the kitchen, which is the moment your order moves from “Received” to “Preparing”. Until then we may decline it — for example if an item has sold out, the address is outside our delivery area, we cannot reach you on the phone number given, or the kitchen is at capacity. If we decline an order that has already been paid by card, the full amount is refunded automatically.

All prices shown include VAT at the rate applicable in Cyprus. Delivery fees and any discounts are shown separately at checkout before you pay, and the total you see at checkout is the total you pay. Card payments are processed by Stripe; card details are entered on Stripe’s secure page and never reach our systems. Where cash on delivery is offered, payment is due in full to the courier on handover.

We take reasonable care with prices and menu descriptions. If an obvious pricing error is discovered before we accept your order, we will contact you and either confirm the correct price or cancel and refund the order.

We deliver within our published delivery zone in Limassol. Delivery times shown in the app are estimates that depend on kitchen load, traffic and weather; they are not guaranteed times. Please make sure someone can receive the order at the address given. If the courier cannot reach you after arriving and attempting contact, the order may be treated as delivered and no refund will be due.

For collection orders, please collect within the time shown; food quality is not something we can guarantee after that.

Freshly prepared food is exempt from the 14-day withdrawal right under Cypriot and EU consumer legislation, because it is perishable and made to order. You may cancel free of charge before we accept the order in the kitchen. After preparation has started, cancellation is at our discretion.

If something is wrong — missing, incorrect or unsatisfactory food — contact us the same day and we will put it right with a replacement or a refund where appropriate. Card refunds are returned to the original card, normally within 5–10 working days depending on your bank.

Our dishes contain fish, shellfish, soy, sesame, gluten and other common allergens, and are prepared in a kitchen where cross-contamination cannot be excluded. If you have an allergy or intolerance, please call us before ordering so we can advise you. Some of our dishes contain raw fish; consuming raw or undercooked fish may increase the risk of foodborne illness, in particular for pregnant women, young children, older adults and anyone with a weakened immune system.

Tips are entirely voluntary and are passed to the courier and kitchen team. Reviews you leave must be your own honest experience; we may remove content that is unlawful, abusive or clearly unrelated to an order.

You may use our website and apps only for placing and following orders. Do not attempt to interfere with them, access other people’s accounts or data, extract our content in bulk, or use automated systems to place orders. The NatoMaki Staff app is for authorised staff and couriers only.

All content on our website and apps — including the NatoMaki name, logo, menu photography and page text — belongs to us or our licensors and may not be reproduced without our written permission.

We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for losses that were not foreseeable, or for delays caused by events outside our reasonable control such as extreme weather, power or network failures, or traffic disruption. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law.

How we handle your personal data — including courier location data and push notifications — is explained in our Privacy Policy. That policy also explains what we store on your device and that we do not use tracking or advertising cookies; you can reopen it from “Privacy & cookies” in the footer.

We may update these terms, for example when we add a service or when the law changes. The version published here at the time you place an order is the one that applies to that order. The “last updated” date above always shows the current version.

These terms and any dispute arising from them are governed by the laws of the Republic of Cyprus, and the courts of Cyprus have jurisdiction. Please contact us first — most issues are resolved the same day. You may also complain to the Consumer Protection Service of the Cyprus Ministry of Energy, Commerce and Industry.