Frequently Asked Questions

Frequently Asked Questions

COVID LOCKDOWN LEVEL FAQs

Under the Level 4 lockdown restrictions imposed on 28 June 2021, the following additional measures have been put in place at Debonairs Pizza restaurants:

  • No sit-down dining is allowed inside the restaurant. Only takeaways and deliveries are permitted
  • Restaurants will adjust their closing times to adhere to the curfews imposed for this lockdown level
  • We have reduced the number of consumers allowed in store for collection to adhere to 1.5m social distancing
  • Our deliveries will remain contactless
  • All other best practice COVID-19 health and safety protocols as described above will continue to be strictly followed
  • Floor markers indicating a 1.5-metre safe distance between workstations are in place
  • We have implemented no-contact systems, which ensure that our customer do not come in physical contact with our staff
  • Depending on the size of restaurant and the number of floor markers that assist with social distancing, we only allow a limited number of customers inside, in line with government regulations
Different restaurants have different trading hours so this will depend on the curfew and the individual restaurant's usual trading hours. During curfew, all restaurants are required to stop trade and close approximately 1 hour prior to the curfew to allow our customers and staff to return home before the curfew is in effect. To see which restaurants are open in your area and what their trading hours are, download the Debonairs Pizza app or visit https://location.debonairspizza.co.za/
  • Our staff and your safety are very important to us, which is why we adhere to strict hygiene and safety measures in our restaurants and during deliveries. This has impacted the time it takes to prepare your meal and deliver it
  • Please be patient as we try to improve our delivery service during this time
  • We have implemented hand sanitising for all customers.
  • Staff wash and sanitise their hands for at least 20 seconds every 20 minutes.
  • Specific training modules for staff have been launched, and staff have been trained practically in the workplace.
  • Every restaurant has educational best practice notices for its staff and drivers, in accordance with WHO (World Health Organisation) and the Department of Health’s regulations.
  • All staff members, including our delivery drivers, are screened for symptoms daily.
  • We have implemented No-Contact Delivery and No-Contact Collection (i.e., Kerbside Collect) services, which ensure that our customers do not need to come into physical contact with our staff if they use these services.
  • Third-party drivers undergo temperature checks and fill out a register. Drivers with a high temperature or other symptoms are not permitted inside and cannot deliver. The third-party delivery company is immediately notified.
  • No.
  • Gloves are at higher risk of carrying pathogens than hands that have been washed thoroughly.
  • Wearing gloves creates a false sense of security and has the potential to lead to staff relaxing the strict hygiene standards we uphold at Debonairs Pizza.
  • The person wearing the gloves cannot feel dirt or grease on their gloves, which means that they change gloves less often than they would wash dirty hands.
  • The wrong sized gloves could tear or puncture, leading to food contamination due to skin exposure.
  • Contamination from the gloves could cause cross-contamination if they touch any other surfaces.
  • Wearing gloves in our hot and steamy kitchens may cause hands to perspire and create the ideal conditions for bacterial growth on the skin underneath the gloves.
  • The wearing of cloth masks in public is a legislated requirement for all South Africans.
  • No one is permitted to enter our restaurant premises (including our own staff, delivery teams, suppliers, or inspectors) if they are not wearing a cloth mask.
  • Debonairs Pizza receives cloth masks from local suppliers, and we do not use surgical masks in our restaurants as this will reduce their availability to our brave frontline workers.
  • For additional protection, all our restaurants are fitted with Perspex screens between customers and cashiers to further reduce risk of infection.
  • Hand sanitiser dispensers are available for all drivers, staff, and customers.
  • Restaurants display posters promoting regular handwashing and sanitising.
  • Staff have access to areas where they can wash their hands with disinfectant soap and hot water.
  • Drivers are equipped with personal hand sanitisers for regular use on delivery trips.
  • If staff members are feeling unwell or display symptoms of COVID-19, they are required to stay home and self-isolate for at least 10 days until symptoms have cleared, as per the Department of Health’s requirements.
  • Our staff are working in separate teams and have minimal physical contact with each other. Should one of our team members start to display symptoms, the entire team will be isolated and sent for testing.
  • Depending on the severity of the case, we might have to close our doors to sterilise the restaurant and reopen with approval from the Department of Health.
  • Cleaning schedules are followed daily.
  • All food contact surfaces are cleaned and washed as and when necessary; during and/or immediately after the handling of food to prevent contamination.
  • Regular deep cleaning. This requires all equipment and surfaces to be thoroughly washed with soap and water.
  • Debonairs Pizza prides itself in its strict personal hygiene practises, supported by its Food Safety Policies, under the regulation of the national Department of Health (Regulation 638).
  • Due to changing regulations around curfews and hotspots, certain restaurants may not be trading at all, or only during limited times of the day.
  • To see which restaurants are open in your area and what their trading hours are, download the Debonairs Pizza App or visit https://www.debonairspizza.co.za/.
  • A procedure whereby customers receive their meals without making any physical contact with the driver.
  • All delivery bags are sanitised and wiped down before and after each delivery.
  • Online payments are encouraged, as this means zero contact. However, our process still caters for those who choose to pay with a card or cash.
  • Our drivers carry a bottle of hand sanitiser on every trip.
  • Upon arrival at the delivery address, our driver will ensure a safe physical distance from the customer at all times, and hand over the meal with no physical contact with the customer.
  • A process whereby customers can safely order their meal in-store over the counter to take away with no contact.
  • Prior to entering the restaurant, customers will be required to undergo a temperature check. Customers with temperatures above 38 °C will be denied entry.
  • All customers entering the store are required to wear face masks.
  • Customers are required to sanitise their hands on entering the store.
  • Customers must stand 1.5m apart in the queue on the allocated social distancing floor markings.
  • Due to social distancing requirements, a limited number of customers will be allowed inside the restaurant at a time, based on the size of the restaurant. Customers may therefore have to queue outside, maintaining a 1.5m distance from others at all times.
  • All staff members wear face masks and in addition, customer-facing staff members will either wear face shields or be shielded by Perspex shields fixed to the counter.
  • Customers will place their order over the counter and make payment with no physical contact with the cashier.
  • We accept payment via online ordering, credit or debit card or cash.
  • In each instance, we ensure that there is no physical contact between the customer and the staff member.
  • Online payment is the safest option as there is no physical contact.
  • Payment via card is also preferred over cash. Should the customer be paying by card, the card machine is sanitised before and after each transaction.
  • A process where a customer places their order online or by phone call and then comes into the restaurant to pick up their order.
  • Customers who ordered for collection will join the takeaway queue to make payment for their order.
  • Customers who have paid online may be fast-tracked in-store to receive their order.
  • All other procedures outlined under NO-CONTACT TAKEAWAY will be followed when a customer collects their order at the restaurant.
  • Kerbside Collection is an alternative to IN-STORE COLLECT whereby the customer is able to place an order online or by phone and then parks at the restaurant to have their order delivered to their vehicle.
  • The customer will receive their meal through our strict no-contact handover process, without having to leave their vehicle.
  • Customers ordering via the Debonairs Pizza App should select the Collect option and then select the Kerbside Collection option.
  • Alternatively, customers can phone in to the restaurant call centre and indicate that they would like to collect via Kerbside Collection.
  • The customer will be required to provide their vehicle details (make, model, colour and registration).
  • Vehicle details are required for us to clearly identify the customer and ensure the correct meal is delivered to the correct vehicle.
  • Upon arriving at the restaurant, the customer should park in a demarcated Kerbside Collection parking bay.
  • A staff member will confirm the order and facilitate payment if payment was not made online.
  • Card and cash payments will be facilitated using a sanitised tray for no-contact transactions.
  • The meal will then be delivered to the car and presented to the customer on a sanitised tray to promote no contact between our team members and the customer.

OUR FOOD

You can download the Debonairs Pizza app on Google Play Store or the App Store to access our online menu. You can also find the menu on our website at
https://www.debonairspizza.co.za/Menu/View-Our-Restaurant-Menus
Yes, Debonairs Pizza has several halaal-certified restaurants that are certificated by South African Halaal Authorities. You can refer to the Debonairs Pizza app or website to find your closest halaal-certified Debonairs Pizza restaurant.
You can refer to the Debonairs Pizza app or website to find your closest halaal-certified Debonairs Pizza restaurant. When you are choosing a restaurant to order from, you will be able to see which of them are halaal-certified.

MY DEBONAIRS PIZZA PROFILE

We require your details to verify and identify you as a customer when using our online ordering platforms. We also need your details as a security measure for online payments and transactions. You can read our privacy policy and terms and conditions at this link: https://app.debonairspizza.co.za/terms#privacy
You can sign in to the Debonairs app or website, navigate to “My Profile”, and select the field you would like to update.
To opt out of our SMS communication, you can reply with STOP to the number you received the SMS from. You will be automatically excluded from our communication list thereafter. There is also an unsubscribe link at the bottom of our email communication that you can click on to opt out of email communication.

ONLINE ORDERING AND DELIVERY

You can order Debonairs Pizza for delivery on our app or website. Download the Debonairs Pizza app from the App Store, Google Play Store or order at http://www.debonairspizza.co.za
Find your restaurant by filling in your address and a list of delivery restaurants near you will appear.
When you place your order online, you will receive SMS and email confirmations notifying you that the order has been successfully placed. This means that the restaurant has received your order. Should you wish to query anything regarding your order thereafter, the restaurant’s phone number is provided.
An order of at least R79.80 is required to qualify for delivery. Debonairs Pizza reserves the right not to delivery to certain areas for distance, security and/or safety reasons. Please check online or ask your nearest restaurant if you fall within their specified delivery area.

FREE delivery applies to predetermined areas around each Debonairs Pizza restaurant. Debonairs Pizza reserves the right to charge a delivery fee for areas further than a 3KM drive distance. Please check online or ask your nearest restaurant if you fall within their specified FREE delivery area or if a delivery fee will be applied. FREE delivery does not apply to orders placed on third-party delivery services.

Online ordering only available in South Africa.
Debonairs Pizza reserves the right to charge a delivery fee for areas further than a 3KM drive distance from the restaurant. Free delivery also does not apply to orders placed on third-party delivery services.
Most, but not all Debonairs Pizza restaurants offer delivery services. This is indicated when you select the restaurant where you will place your order on our app or website.
To live up to our high standards and ensure you receive the hottest and freshest pizzas quickly, each restaurant has a specified delivery area. The areas are determined based on how long it would take a driver to reach you to make the delivery. If a restaurant tried to deliver to an area that is too large, the deliveries would take too long, disappointing and inconveniencing customers. For the purposes of online ordering, should you fall outside of the specified area, you will not be able to place your order online at a particular restaurant. If you call the restaurant, they will tell you if you fall within their delivery zone. If not, you are more than welcome to place an order and go to the restaurant to collect it.
Most Debonairs Pizza restaurants have the facility to accept credit and debit card payments for online orders. There are some restaurants where this is not yet available. This will be indicated when you select the restaurant where you will place your order. All restaurants accept cash payments. Restaurants will not accept cheque payments.
Yes, you can either pay with card or cash on delivery. If you are going to pay cash and require change, please leave a note for the driver on how much change you will require in the drivers notes section when you place your order online.
Should your order not arrive, first contact the store directly using the contact details available on the app and share the details of your order with them to assist with a refund. Should you not be able to reach the store or resolve the issue, you can call the customer care line on 0861 DPIZZA or 0861 374 992.
Once an online order has been placed it cannot be reversed or cancelled. You can call the store directly using the contact details available on the app, or you can call the customer care line on 0861 DPIZZA or 0861 374 992.
A delivery should not take more than 40 minutes to arrive, however occasionally things can go wrong. Should your delivery be late, you may contact the store using the contact details available on the app to follow up on your delivery. You can also call the customer care line on 0861 DPIZZA or 0861 374 992 for assistance.