Terms of service

Last updated: 24 October 2026

Who we are

Samarkand Bakery is a home bakery in Tetouan, Morocco. These terms apply to every order placed on our website, through an AI assistant connected to it, or by message. Contact: orders@samarkandbakery.com, WhatsApp +212 680 342 679.

Pre-orders

• Everything is baked to order. An order is a request until we confirm it, usually on WhatsApp or by email. We may decline or adjust an order when we are at capacity or an ingredient is unavailable, and we will tell you as soon as we can.
• Collection days and times, notice periods and minimum quantities are shown on each product page and at checkout, and they are part of these terms. Uzbek plov, for example, has its own days and minimums.
• Prices are in Moroccan dirhams (MAD) and include everything. Discounts and promo codes are applied at checkout and cannot be combined unless stated.

Collection and delivery

Orders are collected at the place and time chosen at checkout. If you are running late or cannot collect, message us and we will do our best to arrange another time the same day. Delivery, when offered, is charged as shown at checkout and limited to the areas shown on the map.

Payment

Most orders are paid in cash at collection. You can also pay online with PayPal; the amount is charged in US dollars at the rate shown at checkout. PayPal handles the payment and we never see your card details.

Cancellation and refunds

• You can cancel an order up to 7 hours before the collection time in your My Samarkand account, through your AI assistant, or by messaging us.
• An order paid with PayPal and cancelled within that time is refunded in full, to the same PayPal account, within a few days.
• After that point your food is already being made, so the order cannot be cancelled and online payments are not refunded, unless we agree otherwise.
• If we have to cancel (illness, an ingredient shortage, a closed day), we tell you as early as possible and refund any online payment in full.
• If something is wrong with an order you collected, tell us the same day and we will make it right: a replacement, a credit or a refund.

Allergens

Allergens and "may contain" notes are published on every product page. We cook in a home kitchen that handles gluten, dairy, eggs, sesame and nuts, so we cannot guarantee that any product is free of traces. Please tell us about allergies in the order note.

Loyalty points

Orders placed with an email address earn 5% back as points (20 points = 1 MAD). Points can be redeemed from 100 points at checkout, expire 12 months after they are earned, have no cash value and are cancelled with a cancelled order. We may change or end the programme with notice on this page.

Subscriptions

Lunch Club and similar plans follow the rules shown when you sign up (delivery day, skipping, pausing, renewal and payment). You manage them in your My Samarkand account.

Reviews

By leaving a review you allow us to publish it on our site and social pages with your first name. We may remove reviews that are abusive or not about an order.

Orders through AI assistants

Orders placed through Claude, ChatGPT or another assistant connected to our server are ordinary orders under these terms. The assistant must show you the items, total, date and time and get your clear yes before placing an order. Please check that summary; the assistant's own mistakes in understanding you are outside our control, but we will always help put an order right.

General

These terms are governed by Moroccan law. If something goes wrong, contact us first and we will try to solve it between us. We may update these terms; the date at the top tells you when. Our privacy policy explains how we handle your data.