Frequently asked questions

Click 'Sign in' at the top right and choose 'Create account', or go to /auth/signup directly. You'll need a name, email, password, and phone number. We use the phone number for delivery updates only — never for marketing.

No. We require an account so we can save your delivery address and payment method securely, send you order status updates, and let you track and reorder. Sign-up takes about 30 seconds.

On the sign-in screen, click 'Forgot?' next to the password field and follow the email instructions. The reset link is valid for 30 minutes. If you don't see the email, check spam — and add hello@foodozone.com to your contacts.

Yes. The sign-in screen has a Google button. You can link or unlink Google from your account at any time in your profile settings.

Browse restaurants from the home page or /restaurants, pick a place, add dishes to your cart, then go to checkout. You'll pick a delivery address (or pickup), choose a saved card, and tap 'Place order'. Your card is charged immediately and the restaurant gets the order in real time.

Not in a single order — every order is from one restaurant so the food arrives fresh and together. If you try to add a dish from a different restaurant while you have items in your cart, we'll ask if you want to clear it and start fresh.

Unavailable items are hidden automatically from the restaurant page. If something becomes unavailable between adding it to your cart and placing the order, we'll let you know at checkout and refund the affected line. The rest of your order goes through normally.

Yes. There's a 'Notes' field at checkout. Use it for allergens, gate codes, delivery instructions ('ring twice', 'leave at door'), or special requests for the kitchen.

Scheduled orders are on the roadmap but not live yet. For now, every order is fulfilled as soon as the restaurant accepts it.

Delivery sends a rider to your saved address with a £2 delivery fee (sometimes waived if the restaurant offers free delivery above a certain subtotal). Pickup means you collect the order from the restaurant yourself — no delivery fee, and the restaurant will mark the order 'Ready for pickup' when it's done.

On the restaurant page there's a Delivery / Pickup toggle right under the header. You can also switch at checkout. The fulfillment type is per-order, so you can mix and match across visits.

No. Pickup orders never pay a delivery fee. You still pay the platform fee — 5% of your food subtotal, always between £0.75 and £0.99 — which keeps the lights on for the rest of the platform.

It depends on the restaurant and your distance. Typical end-to-end (order → at your door) is 25–45 minutes. Pickup is usually ready 15–25 minutes after the restaurant confirms.

Yes — open the order detail page (under 'Orders' in the user menu). The status timeline shows Confirmed → Preparing → On the way → Delivered (or 'Ready for pickup' → 'Collected' for pickup orders). The page polls every 15 seconds for live updates.

All major credit and debit cards (Visa, Mastercard, American Express) via Stripe. Cash on delivery is not currently supported.

Yes. We never see or store your card number. Card details are tokenised by Stripe (PCI-DSS Level 1 certified) and we only store the brand, last four digits, and expiry for display.

Yes. Add as many cards as you like under Profile → Payment. One is marked as the default, which is selected automatically at checkout — but you can switch at any point.

Go to Profile → Payment methods → click 'Make default' on the card you want. The change applies to future orders.

Common reasons: expired card, insufficient funds, your bank flagging the transaction, or 3D Secure verification needed. The exact reason from your bank is shown in the toast. If it was a 3DS challenge, retrying usually works.

Add items to your cart, go to the cart page, and type your code into the 'Promo code' field. Hit Apply. The discount shows in the order summary immediately.

Most common reasons: the code has expired, the minimum order value isn't met, you've already used it (some codes are one-per-customer), or the code's total usage limit has been reached. The exact reason is shown when you try to apply it.

No, only one promo code per order. Free-delivery thresholds set by the restaurant still apply on top of any promo discount.

Through our email newsletter, push notifications, partner promotions, and occasionally on the home page banner. We don't run pop-ups.

Once you've placed an order, you can't cancel it yourself — the kitchen may have already started cooking. If you need to cancel urgently, contact us through the Contact page and we'll see what we can do.

If the restaurant cancels — typically because they're out of stock or unexpectedly closed — your order status will flip to 'Cancelled'. Our admin team processes the refund within 24 hours, usually faster.

Once admin processes the refund, the money is sent back to your card via Stripe instantly. Your bank usually shows it within 5–10 business days, sometimes sooner. The order detail page will show a green 'Refunded £X.XX to your card' line once it's done.

We're sorry. Use the Contact page (pick 'Complaint about an order' as the reason), include your order number, and describe what was wrong. Our team aims to respond within 24 hours and will arrange a partial or full refund where appropriate.

Taste is subjective, so we don't refund for personal preference. But if the food arrived cold, late, damaged, or wasn't what you ordered, we absolutely will — contact us and we'll sort it.

Profile → Addresses lets you add, edit, and delete saved addresses. Mark one as 'Default' to have it picked automatically at checkout.

Yes — you can add a new address inline during checkout. It's saved to your profile for future orders.

Profile → Profile tab. Upload a new photo, edit name and phone, then save. Email is your login identity and can't be changed self-service — contact us if you need to.

Email partners@foodozone.com or use the Contact page (pick 'General question' as the reason). We'll review your menu, location, and capacity, then onboard you with a tablet for receiving orders and access to the restaurant portal for managing your menu and prices.

Right now we don't charge restaurants commission — we take a small platform fee from the customer (5% of their food subtotal, capped between £0.75 and £0.99). This is intentional during our launch phase. When we do introduce commissions in late 2026, they'll be transparent and capped well below industry norms.

Weekly. Every Wednesday at 06:00 UTC we tally all your delivered orders from the previous week (with a 24-hour cooling-off after delivery in case of refunds) and queue a bank transfer. Your earnings page in the restaurant portal shows past payouts with reference numbers.

We handle this automatically. The refund amount is deducted from your next weekly payout — no admin work for you. Full details on your earnings page.

We're not actively onboarding general-public riders yet — our rider fleet is still small and city-specific. Email careers@foodozone.com if you're interested and we'll let you know when we expand to your area.

Where it's safe and practical, we strongly prefer bikes, e-bikes, and scooters — both for the rider experience and our sustainability goals. See the sustainability page for more.

Weekly payouts to your registered bank account, just like restaurant partners. We don't run a tip-only model — riders are paid per-delivery on top of any tips.

We're live in a handful of UK cities and expanding. The easiest way to check is to search by your postcode on the home page — if restaurants show up, you're covered. If not, drop us a line via Contact and we'll keep you posted when we launch near you.

Through the Contact page — pick the reason that fits (general question, complaint, feedback) and we respond within 24 hours. For urgent issues with an order in progress, the email path is fastest.

Quite a lot, and we're transparent about what's still on the roadmap. Compostable packaging, a bike-first delivery fleet, hyper-local restaurant matching, and a public carbon-per-order report from 2026. Full details on the Sustainability page.

Email us via the Contact page and we'll process the deletion within 7 days. We keep order history for legal/tax reasons (UK retention requirements), but personal data is removed permanently.