Terms and Conditions
Last updated: 2 November 2026
These Terms and Conditions govern the use of the Zé dos Frangos website and the ordering services provided directly by ILUSTRENTREGA, UNIPESSOAL, LDA., including orders placed by telephone and through the online ordering service.
By using these services or completing an order, the Customer confirms that they have read and understood the applicable terms.
1. BUSINESS DETAILS
The Zé dos Frangos brand is operated by:
ILUSTRENTREGA, UNIPESSOAL, LDA.
Portuguese Company Tax ID (NIPC): 513127283
Registered office:
Largo António Duarte Sacavém, no. 3
1685-562 Caneças
Portugal
Business premises:
Rua Santa Joana, no. 16, rear shop
2675-499 Odivelas
Portugal
Telephone: 219 340 991
Email: ilustrentrega@gmail.com
In these Terms, references to “Zé dos Frangos”, “the Company”, “we”, “us” or “our” mean ILUSTRENTREGA, UNIPESSOAL, LDA.
2. SCOPE OF THESE TERMS
These Terms apply to:
a) use of the Zé dos Frangos website;
b) orders placed directly by telephone;
c) orders placed through the Zé dos Frangos online ordering service, whether for collection from the premises or home delivery.
Orders placed through third-party platforms, including Uber Eats, Bolt or other external services, are also subject to the specific terms of those platforms, including their rules on payments, deliveries, cancellations, promotions and customer support.
3. OPENING HOURS AND SERVICE AVAILABILITY
Current opening hours and service times are those published on the website and on the relevant ordering channels.
Zé dos Frangos may temporarily change opening hours, suspend orders, limit available time slots or close specific ordering channels where necessary for operational, technical or safety reasons, staff shortages, exceptional demand, weather conditions or other circumstances that prevent the service from operating properly.
Any such changes apply to new orders and do not affect orders already accepted, which will continue to be handled under the terms in force when they were placed.
4. PRODUCTS, AVAILABILITY AND INFORMATION
All products are subject to availability.
Despite the stock-control systems in place, unexpected shortages may occur, including where the same product is sold almost simultaneously through different ordering channels.
If a paid product becomes unavailable, Zé dos Frangos may contact the Customer to offer an alternative. A materially different substitution will not be made without the Customer’s agreement.
If no alternative is accepted, the amount paid for the unavailable product will be refunded or, where the shortage makes the whole order impracticable, the affected order amount will be refunded.
Product photographs are for illustrative purposes only. As our food is prepared by hand, small natural variations may occur in size, presentation, cooking or appearance compared with the images shown.
5. ALLERGENS AND DIETARY REQUIREMENTS
Allergen information is provided with the relevant products where applicable.
Food is prepared in a shared kitchen environment where different ingredients and allergens are handled. Although procedures are followed to reduce the risk of cross-contamination, we cannot guarantee the complete absence of unintended traces.
Customers with allergies, intolerances or specific dietary requirements should review the available information and, if in doubt, contact Zé dos Frangos before placing an order.
6. CUSTOMER RESPONSIBILITIES
When using Zé dos Frangos services, the Customer agrees to:
a) provide truthful, complete and up-to-date information;
b) check the products, quantities, options, address, delivery or collection method, time slot and price before completing the order;
c) provide a valid telephone number whenever this is necessary to fulfil the order;
d) attend for collection or be available to receive the order under the agreed conditions;
e) ensure that the address and access instructions provided allow the delivery to be completed;
f) comply with the conditions of promotions and the Loyalty Programme;
g) not use multiple accounts, identities or other methods to obtain benefits, promotions or credits improperly;
h) not place false or fraudulent orders, or orders with no genuine intention of receiving or collecting them;
i) treat staff, delivery drivers, customers and third parties with respect and refrain from any behaviour that places people, property or the normal operation of the business at risk.
Failure to comply with these responsibilities may result in the consequences set out in these Terms.
7. CUSTOMER ACCOUNTS
Certain features, including the Loyalty Programme, may require a customer account.
Each person should use only one account for the purpose of receiving individual benefits.
The fact that several people live in the same household does not, by itself, constitute misuse, provided they are genuinely different users.
The creation or control of multiple accounts by the same person in order to repeat benefits intended for new customers, bypass limits, artificially build up credit or manipulate promotions is considered misuse.
Where there is objective evidence of such use, Zé dos Frangos may suspend access to the relevant benefits, review the situation and cancel benefits proven to have been obtained abusively or fraudulently.
8. TELEPHONE ORDERS
Unless expressly stated otherwise, telephone orders do not require advance payment.
To process a telephone order, the following information may be recorded temporarily:
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name;
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telephone number;
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order details;
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time the order was placed;
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expected collection time slot.
These temporary operational records are kept for 7 calendar days and are then deleted or anonymised.
This period may be extended where the data is required to deal with a complaint, incident, suspected fraud, dispute, proceedings involving a competent authority or another legal obligation.
This rule does not apply to tax, accounting or other records that are subject to specific statutory retention periods.
9. COLLECTION TIME SLOTS
Orders are organised using collection time slots, rather than a guaranteed exact minute of completion.
For example, where a time slot of 13:15 to 13:30 is shown, the order may become ready for collection at any point within that period.
A Customer arriving before the end of the time slot does not mean that the order is late.
Using time slots allows us to manage production capacity and complete orders in the best possible condition and as hot as possible.
10. COOKING TIMES AND DELAYS TO COLLECTION
A significant proportion of Zé dos Frangos products are cooked over charcoal and require individual monitoring during cooking.
The actual time required may vary depending on the type, size and thickness of the products, the requested level of cooking, the behaviour and intensity of the charcoal, the volume of simultaneous production, changes requested by the Customer and the need to maintain appropriate food quality and safety standards.
For these reasons, an occasional variation of up to 15 minutes after the end of the stated collection time slot may occur and does not, by itself, automatically give rise to a right to a discount, compensation, cancellation or refund.
Where a delay of more than 15 minutes is expected, Zé dos Frangos will make reasonable efforts to inform the Customer and provide an updated estimate.
Where, for reasons directly attributable to Zé dos Frangos, an order is still not available more than 30 minutes after the end of the agreed time slot, the Customer may choose to continue waiting or request cancellation of the items that have not yet been supplied.
Where advance payment has been made, items cancelled in these circumstances will be refunded.
For these purposes, delays caused by the Customer arriving late, requesting changes after the order was placed, being difficult to contact or other circumstances attributable to the Customer are not taken into account.
11. FAILURE TO COLLECT — NO-SHOW
Orders are held for collection for 30 minutes after the end of the agreed time slot.
After this period, the order may be treated as not collected.
11.1 Telephone orders not paid in advance
Zé dos Frangos is no longer required to keep the products reserved or available.
If the Customer arrives later, a new order may have to be placed and a new preparation time may apply.
Repeated failure to collect orders may lead to advance payment being required for future orders or to restrictions on the telephone reservation service.
11.2 Prepaid online orders
Where an order has been properly prepared and made available and the Customer does not attend within 30 minutes after the end of the collection time slot, it may be treated as definitively not collected.
Given the prepared and perishable nature of the food, there is no obligation to issue a refund where the failure to collect is attributable to the Customer.
Zé dos Frangos is also not required to prepare the products again if they have deteriorated, cooled down or otherwise no longer meet the quality conditions originally intended.
Any different solution offered by the store is a one-off commercial decision and does not create a right to the same treatment in future cases.
12. ONLINE ORDERS AND ORDER CONFIRMATION
Before completing an order, the Customer has the opportunity to check the contents of the basket, prices, discounts, charges, delivery or collection method and total amount payable.
The Customer is responsible for checking these details before selecting the option to complete the order.
Once the order has been submitted, changes, removals or additions are not guaranteed.
The order is considered completed once it has been submitted and the relevant payment has been authorised, without prejudice to a later cancellation in cases of unavailability, obvious error, technical impossibility or a substantiated suspicion of fraud.
13. PRICES, FEES AND CHARGES
All prices are shown in euros and include VAT at the legally applicable rate.
Depending on the order, additional amounts may apply, including:
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service or processing fee;
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delivery fee;
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bag or packaging charge;
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other charges expressly identified before payment.
The applicable amount and calculation method are always shown at checkout before the order is completed.
The Customer will not subsequently be charged a fee that was not shown and accepted at checkout.
14. TIPS
Tipping is entirely voluntary, and choosing not to leave a tip does not affect the priority, treatment or quality of service provided to the Customer.
Where the platform allows the Customer to leave a tip through the online ordering service, that amount is processed through Zé dos Frangos systems and included in the order’s tax documentation as required by law.
The Customer may, on their own initiative, give a tip directly to the delivery driver in cash or by another method agreed directly between them.
Tips given directly to the delivery driver and outside the Zé dos Frangos payment systems are not requested, collected, processed or managed by Zé dos Frangos. They do not form part of the order amount or of the sums received by the Company.
Accordingly, Zé dos Frangos does not intervene in the giving, acceptance, safekeeping or possible return of those amounts, without prejudice to any legal obligations that may apply individually to the person receiving them.
Tips are not considered eligible spend for the purposes of the Loyalty Programme.
15. PAYMENT METHODS
The payment methods currently available through the online service may include:
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debit or credit card;
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MB WAY;
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Apple Pay;
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Google Pay.
Actual availability depends on the payment methods shown to the Customer at checkout.
Meal cards are not currently accepted online unless, in the future, they are expressly shown as an available payment method.
Electronic payments are processed through specialist payment service providers.
Zé dos Frangos does not directly receive or store the full card details used for payment.
16. INVOICING
A tax document is issued for each sale.
If the Customer wishes to include a Portuguese tax number (NIF) or other tax details, those details must be provided through the available method before the document is issued.
Requests for changes after issue are subject to technical feasibility and the applicable tax rules.
17. CANCELLATIONS
17.1 Telephone orders
As a general rule, a telephone order may be cancelled where cancellation is requested up to 30 minutes before the start of the agreed collection time slot.
After that point, cancellation may be refused if cooking or preparation has already begun.
17.2 Online orders
After submitting an online order, the Customer may contact Zé dos Frangos immediately to request cancellation.
Cancellation will be accepted where it is still operationally possible to stop preparation without wasting food already cooked or prepared specifically for that order.
Once preparation of the products has begun, cancellation may be refused.
Given the nature of the goods sold, including prepared food, customised items and products liable to deteriorate rapidly, the general statutory right of withdrawal applicable to other distance contracts does not apply in a number of situations.
Nothing in this clause restricts any mandatory rights granted by law.
18. REFUNDS
Where it is confirmed that a refund is due, Zé dos Frangos will begin processing it within a maximum of 7 calendar days.
The time required for the amount to become visible in the Customer’s account or payment method depends on the financial institution, payment system or bank involved and is not under the direct control of Zé dos Frangos.
Where technically possible, the refund will be made using the same payment method used for the original payment.
19. HOME DELIVERY
Home delivery is available only to addresses that the platform identifies as falling within the active delivery area at the time the order is placed.
The delivery area is defined using geographical and operational criteria and may be changed temporarily or permanently.
Availability for a particular address is shown by the platform before the order is placed.
A minimum basket value may apply and, where applicable, will be shown during the ordering process.
The applicable delivery fee is the amount shown and accepted by the Customer at checkout.
Any later change to the delivery area or fees does not affect orders already completed.
20. DELIVERY TIMES AND DELIVERY DRIVERS
Delivery times or time estimates shown are operational estimates.
Once the order has been handed to the delivery driver, travel time may be affected by traffic, accidents, road restrictions, weather conditions, the route assigned by the logistics operator, high demand or other external circumstances.
A delay occurring solely after the order has been handed over to the logistics operator is not automatically treated as a preparation delay attributable to Zé dos Frangos.
The establishment will provide the assistance reasonably available to check and resolve delivery-related issues.
21. DELIVERY FAILURE ATTRIBUTABLE TO THE CUSTOMER
The Customer must provide a correct address, suitable access instructions and a working telephone number.
Where delivery cannot be completed due, in particular, to:
a) an incorrect or incomplete address;
b) absence of the recipient;
c) failure to answer attempted contacts;
d) inability to access the location because of a circumstance not previously communicated;
e) unjustified refusal to accept the order;
the delivery may be treated as unsuccessful.
A second delivery attempt is not guaranteed.
Where a further delivery attempt is possible, a new fee may be charged, provided it is communicated to the Customer in advance.
Given the prepared and perishable nature of the food, there is no obligation to refund the value of the products where the failure to deliver is attributable to the Customer, without prejudice to any rights that cannot legally be excluded.
22. ALCOHOLIC DRINKS
The sale or supply of alcoholic drinks to minors, or in any other situation where delivery is prohibited by law, is not permitted.
By ordering alcoholic drinks, the Customer confirms that the person receiving them meets the applicable legal requirements.
Where there is any doubt about age, suitable identification may be required.
Delivery of alcohol will be refused where:
a) the recipient is a minor;
b) the recipient does not provide identification where this is legally required to confirm age;
c) the recipient is in another situation in which the law prohibits alcohol from being supplied.
Where refusal results solely from a circumstance attributable to the Customer or recipient and the products have already been selected, prepared and dispatched for delivery, to the extent legally permitted, no refund will be due for the refused alcoholic items or for the delivery fees associated with the order.
Refusing to deliver alcoholic drinks does not require Zé dos Frangos or the delivery driver to breach a legal obligation in order to complete the sale.
23. ZÉ DOS FRANGOS LOYALTY PROGRAMME
The Loyalty Programme allows Customers to earn Loyalty Credit through eligible online orders.
23.1 Earning credit
At the date of these Terms, Customers earn Loyalty Credit equivalent to 5% of the eligible value of each online order.
The calculation is performed automatically by the platform.
Loyalty Credit is a commercial benefit intended for future use. It is not a deposit, electronic money, a bank balance or a cash amount belonging to the Customer.
23.2 Using credit
For each order, Loyalty Credit may be used up to:
50% of the eligible order value, subject at the same time to a maximum of €10.00 per order.
Where both limits apply, the lower redeemable amount will apply.
23.3 Amount shown by the platform
The amount displayed next to wording such as “Loyalty Credit” or “Use credits” may represent the Customer’s total available credit and not necessarily the amount that can be used on that specific order.
Actual use remains subject to the limits set out in the previous clause.
23.4 Charges not covered
Loyalty Credit applies only to items that the platform treats as eligible.
Service fees, delivery fees, bag or packaging charges, tips or other charges may be excluded and may remain payable in full.
23.5 Nature of the credit
Loyalty Credit:
a) cannot be withdrawn or exchanged for cash;
b) cannot be sold;
c) cannot be transferred to another account;
d) may only be used through channels where the programme is active.
23.6 Promotions
Loyalty Credit may not be combined with promotional codes, discounts or other rewards on the same order.
Where the platform does not allow simultaneous use, the Customer must choose which benefit to apply.
23.7 Fraud or misuse
Credit generated through abusive duplicate accounts, fraudulent orders, obvious errors, abusive chargebacks, manipulation of the platform or other use contrary to the rules may be suspended or cancelled once the circumstances have been verified.
23.8 Future changes
Zé dos Frangos may change the earning rate, redemption limits or other programme rules for the future.
Changes will not be used retrospectively to remove benefits that were validly used on orders already completed.
24. PROMOTIONS AND DISCOUNT CODES
Promotions may have their own conditions regarding validity period, eligible products, minimum purchase amount, eligible customers, number of uses and maximum discount.
Creating new accounts, identities or other methods in order to artificially repeat a promotion limited to a single use constitutes misuse of the campaign.
Unless expressly stated otherwise, different promotions cannot be combined.
Zé dos Frangos may end or change a campaign for future orders without affecting orders already validly completed under the previous conditions.
25. OBVIOUS ERRORS
Where there is an obvious technical or material error, including a product shown at a clearly incorrect price, duplication of a discount or a benefit generated by a technical fault, Zé dos Frangos may suspend the order and contact the Customer.
If the order cannot be fulfilled on the correct terms with the Customer’s agreement, the amount paid for the affected part will be refunded in full.
This clause does not allow Zé dos Frangos to change correctly displayed and accepted prices arbitrarily.
26. PRODUCT COMPLAINTS
Problems that can be identified immediately, including an incorrect item, missing item, quantity, temperature, cooking or the apparent condition of a product, should preferably be reported straight away and, wherever possible, within a maximum of 24 hours after delivery or collection.
This period is intended to allow an objective assessment of products that are, in most cases, intended to be consumed on the same day.
After 24 hours, Zé dos Frangos may no longer be able to assess the original condition of the product objectively, particularly where it has not been preserved or there is insufficient supporting information.
Passing this period does not remove any mandatory rights granted to the consumer by law, particularly in matters of food safety.
Where physical inspection of a product is required to investigate a complaint, the Customer should, where possible and safe, keep the product together with its packaging until instructed otherwise by the Company.
27. HANDLING COMPLAINTS AND SUPPORT REQUESTS
Complaints submitted directly to Zé dos Frangos through its contact channels will receive an initial individual response within a maximum of 48 hours of receipt.
Where the matter depends solely on an internal review by Zé dos Frangos, we will aim to communicate a decision or solution within a maximum of 7 calendar days.
Where information or action is required from a bank, payment provider, delivery operator, technology platform, authority or other third party, the Customer will be informed of this during the review period. In such cases, Zé dos Frangos cannot guarantee that the third party’s decision will be obtained within the same period.
Complaints submitted through the Portuguese Electronic Complaints Book (Livro de Reclamações Eletrónico) are subject to the specific statutory deadlines and procedures applicable to that system.
28. FRAUD, MISUSE AND CHARGEBACKS
Zé dos Frangos may refuse, cancel or impose conditions on new orders where there is objective evidence of:
a) fraud or attempted fraud;
b) fictitious orders;
c) intentionally false information;
d) repeated misuse of promotions or the Loyalty Programme;
e) deliberate and repeated failure to collect orders;
f) payment disputes or clearly abusive chargebacks relating to orders proven to have been supplied;
g) other behaviour intended to obtain an improper advantage or cause loss to the Company.
Where a situation needs to be reviewed, account features relating to payments, credit or promotions may be temporarily suspended.
No restriction will be applied on any grounds prohibited by anti-discrimination law.
29. CONDUCT, SAFETY AND PROTECTION OF STAFF AND CUSTOMERS
Zé dos Frangos does not tolerate threats, assault, attempted assault, intimidation, harassment, damage or attempted damage to property, or any other behaviour that places staff, customers, delivery drivers or third parties at risk.
In these situations, the Company may:
a) interrupt or refuse service;
b) ask the person to leave the premises;
c) refuse or impose conditions on future services based on the behaviour previously recorded;
d) contact the competent authorities;
e) preserve and provide the authorities, where legally permitted, with the information necessary to document the incident, including order records and lawfully recorded CCTV footage.
Submitting a complaint does not prevent the Company from reporting facts that may constitute an offence to the competent authorities, nor does it restrict the Company from exercising its own rights.
30. SERVICE UNAVAILABILITY OR TECHNICAL FAILURES
The website, ordering system, payment system, telephone service or other technology services may be temporarily unavailable.
Where the failure occurs before the order is completed, the Customer should try again once the service has been restored.
Where a failure affects an order that has already been paid for or accepted, the situation will be reviewed and the order will, as appropriate, be fulfilled, corrected or refunded.
Zé dos Frangos is not liable for outages of third-party services that are not attributable to it, without prejudice to any responsibility it may have by law in relation to fulfilling the Customer’s own contracted order.
31. DATA PROTECTION
The processing of personal data is explained in detail in the Zé dos Frangos Privacy Policy.
Data is processed only for legitimate purposes connected, in particular, with fulfilling orders, customer service, invoicing, fraud prevention, compliance with legal obligations and handling complaints.
Data required for delivery may be shared with the relevant logistics operator only to the extent necessary to complete that delivery.
Statutory retention periods applying to tax, accounting, payment, CCTV or other specific data take precedence over the 7-day operational retention period applicable to temporary telephone-order records.
32. INTELLECTUAL PROPERTY
The website’s own content, including text, images, logos, trade marks and graphic elements, is protected under the applicable intellectual property laws.
Commercial use, reproduction, modification or distribution of such content is not permitted without authorisation, except where allowed by law.
33. PORTUGUESE COMPLAINTS BOOK
Zé dos Frangos keeps the legally required Portuguese Complaints Book (Livro de Reclamações) at the premises and provides access to the Electronic Complaints Book (Livro de Reclamações Eletrónico).
Submitting a complaint does not prevent the Customer from contacting Zé dos Frangos directly in an attempt to resolve the matter.
34. ALTERNATIVE DISPUTE RESOLUTION
Under applicable law, consumers have access to Alternative Dispute Resolution mechanisms.
For disputes falling within its territorial and material jurisdiction, the competent entity may be:
Centro de Arbitragem de Conflitos de Consumo de Lisboa
(Lisbon Consumer Conflict Arbitration Centre)
Rua dos Douradores, no. 116, 2nd floor
1100-207 Lisboa
Portugal
Telephone: 218 807 030
Email: juridico@centroarbitragemlisboa.pt
You can acess to Centro de Arbitragem de Conflitos de Consumo de Lisboa on this connection.
Reference to this entity does not mean that ILUSTRENTREGA, UNIPESSOAL, LDA. has entered into permanent voluntary membership of an arbitration scheme, without prejudice to cases where participation or arbitration is required by law.
35. GOVERNING LAW AND DISPUTE RESOLUTION
These Terms are governed by Portuguese law.
Any dispute will be resolved using the mechanisms provided for by law, including, where applicable, Alternative Dispute Resolution or the courts with territorial jurisdiction under the applicable legal rules.
Nothing in these Terms is intended to exclude a mandatory rule on jurisdiction or any right that cannot legally be excluded by contract.
36. CHANGES TO THESE TERMS
These Terms may be amended where changes in law, commercial practice, operations or technology make this necessary.
Changes take effect for the future from the date they are published.
As a general rule, an order already completed remains subject to the conditions that applied when it was placed.
The date of the current version is shown at the beginning of this document.
37. GENERAL PRINCIPLE
These Terms are intended to define clearly the responsibilities of Zé dos Frangos and its Customers.
Zé dos Frangos undertakes to fulfil its obligations and accept the consequences for which it is responsible under the law and under the contract.
Likewise, the Customer is responsible for meeting the obligations assumed when placing an order and for the consequences of incorrect information, failure to attend for collection, delivery failure attributable to the Customer, fraud, misuse or any other improper use of the services.
Nothing in these Terms excludes or limits rights that are mandatorily guaranteed under Portuguese law.