Terms of Service

Company information

In these Terms, "Panzotis," "we," "us" and "our" refer to DON LUCIANO E.I.R.L. "You" refers to any person who uses our website or services.

Reservations

• Confirmation. A reservation is valid only once we confirm it by WhatsApp, phone or through our website. A submitted request is not a guarantee of a table.
• Grace period. We hold your table for [15 minutes] after the reserved time. After that, we may release the table without notice.
• Table time. Tables may be assigned for a limited time during busy periods. We will inform you when this applies.
• Seating. We will try to honor seating requests, but specific tables or areas are not guaranteed.
• Party size. Please notify us of any change in the number of guests. We may not be able to accommodate additional guests.
• Accuracy. You are responsible for providing a valid name and phone number. We may cancel reservations with incorrect or unverifiable details.

Groups, deposits and cancellations

Groups of [8] or more guests, special events and reservations on high-demand dates may require a deposit or a set menu to confirm the booking.

We keep a record of no-shows and late cancellations. Guests with a history of no-shows may be required to pay a deposit or may have future reservation requests declined.

Menu, prices and payment

• Prices. All prices are in Peruvian soles (PEN) and include applicable taxes. [A consumption surcharge of X% applies, as indicated on our menu.]
• Changes. Menu items, prices and availability may change at any time without notice. Prices shown on our website or social media are for reference only; the prices on the menu at the restaurant prevail.
• Errors. We may correct any error in prices or descriptions, including after an order has been placed.
• Images. Photos of dishes are for illustration. Presentation and portions may vary.
• Payment. We accept cash and [Visa, Mastercard, Yape, Plin]. Card payments may be subject to a minimum amount or processing fee where permitted by law.
• Tips. Tips are voluntary.
• Receipts. We issue an electronic receipt (boleta) or invoice (factura) for every sale. Invoices must be requested before payment, with a valid RUC.

Allergies and dietary needs

You must inform our staff of any allergy, intolerance or dietary restriction before ordering. Our kitchen handles common allergens, including gluten, dairy, eggs, nuts, soy, fish and shellfish, and all dishes are prepared in a shared kitchen.

We take reasonable care, but we cannot guarantee that any dish is free of allergens or traces of them. Panzotis is not liable for reactions resulting from allergies or conditions that were not disclosed to our staff before ordering.

Takeout and delivery

• Delivery times are estimates and may vary due to weather, traffic, demand or other factors beyond our control.
• You must check your order upon receipt and report any issue within [30 minutes].
• Once food leaves our restaurant, we are not responsible for its handling or storage.
• Orders placed through third-party apps are also subject to the terms of that platform, which is responsible for its own delivery service.

Conduct on our premises

To keep a pleasant environment for all guests, we may refuse service or ask a guest to leave in cases of aggressive or disrespectful behavior, intoxication, harassment, damage to property, or failure to follow staff instructions. This right is exercised in accordance with Peruvian law and never on discriminatory grounds.

• Alcohol. We do not sell alcoholic beverages to anyone under 18. We may request valid ID and refuse service without it.
• Smoking. Smoking and vaping are prohibited inside the restaurant, as required by law.
• Outside food and drinks. Not permitted without our prior approval. A corkage or cake fee may apply.
• Children. Children must be supervised by an adult at all times.
• Damages. Guests are responsible for any damage they cause to our property, furniture or tableware.
• Personal belongings. Please keep your belongings with you. To the extent permitted by law, we are not responsible for lost, stolen or damaged items left unattended.

Website use and intellectual property

All content on our website and social media, including our name, logo, photos, menu, text and design, is owned by or licensed to Panzotis and protected by intellectual property laws. You may not copy, reproduce or use it for commercial purposes without our written permission.

You agree not to misuse our website, submit false reservations, interfere with its operation, or attempt to access it by unauthorized means.

Reviews and content you share. By posting reviews, photos or comments about Panzotis, or tagging us on social media, you grant us a free, non-exclusive, worldwide license to reuse, share and display that content for promotional purposes, with credit where possible.

Limitation of liability

Our website and its content are provided "as is." We do not guarantee that the website will be uninterrupted, error-free, or that information such as opening hours, menu or prices will always be current.

To the maximum extent permitted by law, Panzotis is not liable for any indirect or consequential damages arising from the use of our website or services. Our total liability for any claim will not exceed the amount you paid for the service that gave rise to the claim.

We are not responsible for third-party websites, apps or platforms linked from our website or used to make reservations or orders.

Nothing in these Terms limits any rights you have as a consumer that cannot be waived under the Peruvian Consumer Protection and Defense Code.

Force majeure

We are not responsible for any delay, cancellation or failure to provide our services caused by events beyond our reasonable control, including natural disasters, power or water outages, strikes, road blockades, government measures, public health emergencies or supplier failures. In such cases, we may cancel or reschedule reservations, and any deposit will be refunded or credited.

Complaints and privacy

Complaints Book. In accordance with the Consumer Protection and Defense Code, our Complaints Book (Libro de Reclamaciones) is available at the restaurant and on our website.

Privacy. We handle your personal information as described in our Privacy Policy.

Changes and governing law

Changes. We may update these Terms at any time. Changes take effect when published on this page. Your continued use of our services after any change means you accept the updated Terms.

Severability. If any provision of these Terms is found invalid, the remaining provisions will remain in full effect.

Governing law. These Terms are governed by the laws of Peru. Any dispute will be submitted to the competent courts of Cusco, without prejudice to your right to file a complaint with INDECOPI.

Contact us