Got questions about restaurant delays, reimbursements, or what to do next? We have you covered.
We always try to make sure that when you arrive at a restaurant or grocery partner, the order is prepared and ready for pickup. However, there are times when circumstances such as a busy store, peak hours, or other delays can result in you having to wait for the order to be prepared.
We completely understand that waiting at a restaurant can be both difficult and frustrating, especially when you’re on a courier run. To help with this, our system automatically monitors your waiting time and determines if you are eligible for compensation based on predefined criteria.
If you qualify, the payment for your wait time will be processed automatically.
This means there is no need for you to contact courier support to raise or escalate any issues related to these delays.
We also understand that waits may feel too long, or unexpected delays may require you to move on from the order. In these cases, you can request to have the order removed. Simply use the Live Chat feature available in your mobile app:
- Start a chat using the “Order Collection Issues” option.
- State clearly that you would like the order to be removed due to restaurant delays. For example: “The order is not ready; please unassign.” Or: “There is a long wait time at the restaurant; please cancel/remove this order.”
One of our courier support team members will assist you in unassigning the order so you can continue with your deliveries without further delay.
