Home/Policies
Written down. Not filed away.
Every rule this house runs on, in plain words — what a guest is owed, and what the team is owed.
Nothing here is buried in a contract. If we get one of these wrong, the feedback line is at the bottom of this page.
For our guests
Customer policies.
Written plainly, and applied the same way to everybody who walks in. If we get one of these wrong, the feedback line is at the top of the contact page.
01Ordering, delivery & timings
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Orders are taken in person, by phone and on our WhatsApp order line during opening hours (Mon–Sun, 8:00 AM – 1:00 AM). The kitchen's last order is 12:45 AM.
- Delivery runs across Saidu Sharif and Mingora using our own riders; the fee is confirmed with you before the order is accepted.
- Opening hours may be changed on holidays and special days. Any change is posted at the counter and on our social channels.
- Quoted delivery times are honest estimates, not guarantees — weather, road closures and a full pass all move them. If we are running late, we tell you rather than let you wait.
- Bulk and catering orders require confirmation in writing (WhatsApp counts) and are only held once confirmed.
02Return & refund policy
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Dine-in and call-in customers / third-party delivery orders only.
To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us at the restaurant. For immediate response, please call the restaurant or your third-party delivery company. Preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.
Food order errors*
If you receive food that is different from your receipt, we sincerely apologise. Please call us or your third-party delivery company as soon as you notice that there was an error in your order. You may come to pick up the correct food item.
- For card payments, you will be refunded the sales price amount associated with the error and recharged for the new item's price.
- For cash payments, you will be asked to pay the difference of the balance if the new food has a greater value than the food received in error. In the same way, you will receive the difference of the balance back as credit for the new item if less than the food received in error. In some cases, we may offer you a store credit.
Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s) to the manager.
Food order incomplete*
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us or your third-party delivery service as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit/debit card or we will refund you with cash refund.
Please note: we do provide courtesy items such as disposable silverware, napkins, etc. when requested for free. If we mistakenly omit a free courtesy item you are welcome to let us know so we may address the issue with our staff, however, we cannot provide discounts, refunds or cash refund for it.
Food dissatisfaction*
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not typically provided for food that a guest simply does not like.
Spice level*
We offer a choice of spice levels (mild, medium and hot) but spice perception can be different for everyone. We usually suggest that you should order with a hint of caution and choose a lower spice level because you can add spice in later, but can't take it out. We do not offer discounts or refunds for a preferred different spice level, but please let us know if you'd like us to add a side of ground chilli, chilli sauce or hot sauce for you.
Cancelling an order
Sorry, we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. We cannot provide any refund or store credit for non-food items or beverages.
Order cancelled by a delivery partner
It's possible that a third-party delivery rider might cancel the delivery if they're unable to find or reach you. When they arrive at your delivery address, they're prompted to contact you, so it's a good idea to keep your phone nearby when you're expecting the food to arrive. If a delivery rider made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.
Complimentary food
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we, unfortunately, will not be able to conduct future business with the customer so that we may continue to provide excellent and quality food and service for you and our other wonderful and frequent patrons.
Please note: we strive to prepare and package our pick-up items to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.
* If 25% or more of the food has been consumed or removed we cannot issue any discount, refund or store credit. If the food has been discarded, repackaged or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund or store credit. Also, we will only prepare a second food order in all situations and we will not prepare a third order replacement.
Custom orders are made to your own specifications and are covered by their own terms — see the custom order policies on the menu page.
03Reservations & no-shows
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Tables are free to book and held for 30 minutes past the booked time before we release them to walk-ins.
- Groups of eight or more, and the long table, need a day's notice.
- Private hire of the back room is available outside peak hours, with a minimum spend agreed in advance.
- Please tell us if plans change. We do not charge for no-shows, but a repeated pattern may mean we ask for a deposit next time.
04The Birthday Corner
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Reservation & billing. The birthday corner is free for one (1) hour if the total bill exceeds Rs 3,000. If outside food is brought in, a fee of Rs 3,000 per hour is charged, and that is subject to prior approval.
Time limit & extensions. The corner can be booked for a maximum of one (1) hour. Extensions are possible subject to availability, at an additional Rs 2,000 per hour.
Food & beverages. Only food and drink bought from The Vintage Home may be brought to the corner, unless the management has agreed otherwise beforehand.
Cleanliness & damage. Damage or excessive mess caused by guests will incur additional service charges of at least Rs 3,000, or more depending on the extent of the damage.
Supervision & conduct. Adults are required to supervise children at all times during the event. We reserve the right to end an event if there is unruly behaviour or any other disturbance.
Strictly not allowed: glitter bombs, party poppers, glitter, smoke bombs, spray foam, fireworks, horns and whistles. Anyone using them will be asked to leave, may be banned, and the matter may be taken further.
By booking, reserving or using the birthday corner, you confirm that you have read, understood and agreed to these terms.
05Halal assurance & allergens
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All meat served here is halal, sourced from approved suppliers and cut in-house each morning. No alcohol is used in any preparation, including the coolers and mojitos at The Bar.
- Our bakery handles wheat, egg, milk, soy and nuts in one room, so we cannot guarantee any item is free from traces.
- Tell your server about an allergy before ordering and the section lead will confirm exactly what is in the dish.
- Where a guest's allergy is severe, we will say honestly if we cannot serve them safely rather than take the risk.
06Pricing, billing & payment
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All prices on the chalkboard and on this website are in Pakistani rupees and include applicable tax. We do not add a service charge; tips are entirely optional and go to the team.
- We accept cash and the digital wallets listed at the counter. Card facilities are noted at the till.
- An itemised receipt is issued for every order — ask if one was not handed to you.
- Seasonal items are priced on the day and the counter price always overrides an older printed one.
07Privacy & your data
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This website stores nothing. The forms on it simply open WhatsApp or your own mail app with your details written out — the message goes directly to us, and you keep the copy.
- We keep order and booking details only as long as needed to serve you and to keep our accounts.
- We never sell, rent or pass your contact details to anyone else.
- Job applications are kept on file for six months unless you ask us to delete them sooner.
- To have your details removed, message the feedback line and it is done that week.
08Conduct in the room, children & photography
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This is a family room. Everyone — guests and staff — is entitled to be treated with respect, and we will ask anyone abusive towards our team to leave.
- Children are welcome at every hour we are open; high chairs are at the front counter.
- Photographs of your own table are welcome. Please ask before photographing other guests or the team, and speak to us first for commercial shoots.
- Lost property is held for thirty days at the front counter.
09Feedback & complaints
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Complaints go to the management line, not to the kitchen, so nothing gets lost between shifts. Message +92 348 8126556 between 2:00 PM and 8:00 PM — we're here to listen or help.
- We acknowledge every complaint within 24 hours of opening and give you an outcome within three working days.
- If you are not satisfied with that outcome, ask for it to be escalated to the owners — that request is never refused.
For our team
Employee policies.
Every person who works here gets these in writing, in Urdu and English, on their first day. They are published here because a workplace that hides its rules is usually hiding something else.
01Code of conduct
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Turn up on time, speak to people the way you would want your family spoken to, and never take it out on the person next to you when service is hard.
- Shouting, insults and physical intimidation are grounds for dismissal, whatever your position.
- Honesty about a mistake is always treated better than covering one up — a burnt tray costs less than a lie.
- What guests say at their table stays at their table.
02Food safety & hygiene
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Non-negotiable, and audited internally every month.
- Hands washed on entry, between tasks, and after every break — no exceptions on a busy pass.
- Raw and cooked kept separate: separate boards, separate fridges, separate cloths.
- Fridge and freezer temperatures logged twice daily; anything out of range is reported immediately, not quietly re-chilled.
- Every prepared item is dated. Anything past its date is thrown, never served to guests or to staff.
- If you are unwell — fever, stomach illness, an open wound — you report it and you do not enter the kitchen. You are paid for that shift.
03Attendance, shifts & the rota
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- The rota is published every Thursday for the week ahead. Once published, it does not change without your agreement.
- Two days off per week, and no more than six consecutive working days.
- Swaps are arranged between team members and confirmed with the section lead — nobody is moved without being asked.
- If you cannot make a shift, call the section lead as early as you can. Late is understood; silence is not.
04Uniform & personal presentation
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- Uniform and apron are provided and laundered by the house. Clean set at the start of every shift.
- Hair covered in all production areas; nails short and unpainted on the pass and the bakery bench.
- Closed non-slip shoes are mandatory in the kitchen — we contribute to the cost of the first pair.
05Equal opportunity & anti-harassment
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We hire, pay and promote on the work, and on nothing else — not on family name, background, gender, religion or where in the valley you are from.
- Harassment of any kind, including unwanted comments and messages outside working hours, is a dismissal matter.
- Any complaint is heard by a manager who is not involved in it, within 48 hours.
- Nobody is penalised for raising a concern in good faith. Retaliation is itself a dismissal matter.
06Health & safety
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- Knife, fryer and oven training before you are allowed on those stations — always, even if you have done it elsewhere.
- Accidents and near-misses are logged the same shift. The log is reviewed monthly and acted on.
- Fire exits stay clear, extinguishers are checked quarterly, and the first-aid box is by the prep room door.
- Riders wear a helmet on every run. A delivery is never worth a hospital visit — no order is ever "urgent enough".
07Pay, tips & leave
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- Salaries are paid on the 1st of each month. Overtime is agreed beforehand and paid, never expected for free.
- Tips are pooled and split across the whole team, kitchen included, in proportion to hours worked. Management takes no share.
- Annual leave, sick leave and Eid holidays are set out in your contract; leave requests are answered within a week.
- One paid meal and unlimited tea or coffee on every shift.
08Grievances & speaking up
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Raise it with your section lead first. If it concerns them, or you would rather not, go straight to the owners — in person, or on the management line.
- Every grievance gets a written outcome, and you keep a copy.
- Anything involving safety, hygiene or harassment is investigated regardless of who it is about.
- Reporting a genuine concern never affects your rota, your pay or your standing here.
If we get it wrong
Tell us, and we will put it right.
Complaints go to the management line, not the kitchen, so nothing gets lost between shifts. We answer within 24 hours of opening and give you an outcome within three working days.