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Terms & Conditions
I need help with a current order.
• Where is my order?
• Click on the order in the
app to get a live status of the order.
• I need to make changes to my order.
• Once order is accepted then so many invoices are made, however we
will do our best to check if we can change this order by contacting the
restaurant and making changes.
• I need to cancel my order.
• Once order is accepted then so many invoices are made, however we
will do our best to check if we can hold this order by contacting the
restaurant and making changes.
Order received, but something is wrong.
• Missing item.
• Apologize for the inconvenience. Can you please confirm the
order number and the missing item to our team here.
• Upon verification of complaints the customer is inclined of refund
of the missing/spoiled item’s amount. If the amount of refund exceeds 50% of ordered
amount, then the customer is inclined to an additional refund of delivery fees.
• Contact the
team here to get further assistance.
• Spoiled item.
• Apologize for the inconvenience. Can you please confirm the
order number and the spoiled item
• Upon verification of complaints the customer is inclined of refund
of the missing/spoiled item’s amount. If the amount of refund exceeds 50% of ordered
amount, then the customer is inclined to an additional refund of delivery fees.
• Contact the
team here to get further assistance.
• Drivers or delivery related complaints.
• Apologize for the inconvenience. Can you please confirm the
order number and any other details on what happened.
• Upon verification of complaints the customer is inclined of
delivery fees refund if the order is delivered 35 minutes as a maximum delivery
time. That is calculated starting from pick up time at the restaurant.
• Contact the team here to get further assistance.
Other
• Order is not accepted.
• The order rings first at the restaurant. Please place your order
again as the cashier might be distracted taking other orders.
• Restaurant is busy.
• The restaurant has the option to turn the status to “Busy” as
needed according to their capacity during normal workhours, this is to avoid
late or cancelled orders.
• Order is cancelled.
• Apologize for the inconvenience. If they order is made online
then, the amount will be refunded to your wallet on the same day. If you’d like
to have the transaction reversed to your bank account then please
provide/confirm the order number to our team we will get it done.
• Contact the team here to get further assistance.
Side note: We can control the refunds directly
made to your wallet. When it is reversed to the original bank account, then we
can only initiate the request, the transaction will take 1 to 14 business days
to be reflected on your bank account depending on the card type (i.e. Mada,
Visa, Mastercard..etc).