FAQ's

You can order either on the website or by using the Idowaz app, available on iOS and Android. Simply add your postcode to find all the great restaurants delivering in your area, choose your food and place your order. Once the restaurant receives your order, they’ll get to work preparing your food and then carefully package it. Once it's all ready to go, a Idowaz rider will pick it up and bring it to you. If you want to be super-organised, you can also order up to 24 hours in advance with a scheduled delivery. What kind of restaurants, hotels, Homecare providers are listed on Idowaz? We personally curate a high-quality and diverse selection of each in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain, 5 star hotel to 1 star etc.

We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.

Once you’ve placed your order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Idowaz rider will pick up your order and bring it to your delivery address.

We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. You can tip your rider through the Idowaz app after you have received your order

Whether you tip or not is completely up to you. You can tip in the app after your rider has delivered your order to you. Riders receive 100% of all tips.

The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at checkout before you place your order.

If you have a voucher code, you can redeem this in the app or on the website.

If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’ field. On the website, click ‘Add a Code’ on the checkout page.

We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.

We encourage restaurants to always use the same pricing for delivery as they do for their in-house menu, although there may be exceptions. Pricing for each menu item is clearly displayed in the app. If you have any questions about menu pricing, please contact the restaurant directly.

Yes! You can schedule orders for up to one day in advance and choose any delivery time from midday onwards.

Yes. You can use Idowaz’s Pickup service to collect orders from participating restaurants nearby. Use the app to find out which restaurants offer Pickup in your area.

As long as the restaurant has not yet started preparing your order, you're able to cancel your order in order help. If the restaurant has already started preparing your order and you want to cancel, please get in touch with us, you can do this in order help as well.

As long as the restaurant has not yet started preparing your order, you're able to cancel your order in order help. If the restaurant has already started preparing your order and you want to cancel, please get in touch with us, you can do this in order help as well.

Packaging always depends on the type of food and restaurant you’re ordering from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible.

If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on support@Idowaz.com and we’ll pass on your feedback to the restaurant.

We have a dedicated team that looks after your entire Idowaz experience, from the moment you place an order right through to it arriving with you.

However, we do understand that sometimes things might go wrong. If this is the case,

you can use the Help function in the Idowaz app to speak to our customer service team and report any issues. You can also contact us at support@Idowaz.com

You can contact our Customer Service team via the Help function in the app and we’ll do our best to make sure you get all the items you want added to your order.

Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.

If you think you won’t be at the delivery address in time to receive your order, please let us know by using the Help function in the Idowaz app.

Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

Delivery fee

The closer you are to the restaurant, the lower your delivery fee. This helps us pay riders fairly.

Some restaurants use their own delivery drivers. In that case, the restaurant sets its own delivery fee.

Service fee

This allows us to power your experience with Idowaz, including adding new features and providing great customer service. A minimum or maximum amount may apply to the service fee. If it does, it will be shown on the order information screen.

Small order fee

When your total is less than the restaurant's minimum, you can still place the order but we'll top it up with a fee. To remove the fee, just add more to your basket.

Inviting friends

I'm not a new user. Can I get free credit if I sign up?

Sorry, this offer is only valid for new users of Idowaz. And don't keep making accounts, we'll know! (And you wouldn't like us when we're angry). To find out more, please go to our T&C's.

I can't see an invite link – where is it?

You need to have ordered a certain number of times to get your invite link. Once you’ve ordered several times, we’ll email you your link so you can share it with your friends, family, colleagues, anyone and everyone.

If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section of the restaurant menu and for further information contact the restaurant directly prior to ordering. Increasing numbers of Partner Restaurants will be displaying dish by dish allergens information. Where that information is not available or if you have further questions, please contact the restaurant prior to ordering if you have an allergy.

We are rapidly expanding and will hopefully be working with restaurants and our services partners near you soon!

We have a dedicated team who will be more than happy to assist you with setting up an account so you can get team morale-boosting breakfasts, next-level meeting lunches and even catering. Get in touch with us at support@Idowaz.com

There is! It’s available free on the App Store and Google Play. It’s the easiest way to order.

Idowaz Extra is our subscription membership plan – you pay a fee and get free delivery from participating restaurants when you meet the minimum order requirements. It’s a simple, easy way to get the most out of Idowaz. Members benefit from exclusive restaurant offers, which aren’t available to other customers.

Some customers will see the option to sign up to Extra on our website or app.

No. You can place as many orders as you like. However, it’s intended for use by individuals. All orders placed with Extra must stay in line with Idowaz’s Terms & Conditions of Service.

Go to your Account – you’ll be able to change your subscription payment method, see your next payment date and more.

Go to your Account to check your next payment date.

No. Sharing your Idowaz Extra subscription is a violation of your subscription terms, and could mean we review your Account access in line with our Idowaz Extra Terms & Conditions of Service.

Go to your Account and select Cancel subscription. Or, you can contact us at support@Idowaz.com

No. You can see your next payment date in your Account.

Yes. You can contact us for a full refund within the first 14 days of your paid-for period. If you cancel after the 14-day cooling off period, you will not be refunded. Get in touch with us at support@Idowaz.com

Yes, you will need to pay service fees for all orders placed with Extra, and small order fees wherever applicable. I am a Idowaz for Business customer. Can I get unlimited free delivery on orders placed with my company allowance? No. Your free delivery won’t apply to orders you place using your company allowance. If you have a company allowance on your account, you can still get free delivery on personal orders when you don’t use your company allowance.

Yes. First, create an account by tapping the menu at the top right and selecting Sign up or log in. After you’ve signed up, select a restaurant and add items to your basket. Once you’re at the checkout, tap Add promo code. Paste your code there and tap Submit. From there, follow the instructions to join Idowaz Extra.

Please contact support@Idowaz.com with details of the email and voucher code you received and explaining what the problem is.get in touch with the company you received the voucher code from and they should be able to help you.

Yes. You don’t need to use your voucher code again, your original subscription expiry date will apply. You will gain access to your subscription again by signing up via the sign up page Idowaz.com/Extra.

First, download the Idowaz app and sign in. (Don’t have a Idowaz account? Tap the Account icon at the top right and select Sign up or log in) Select Account at the top right, then Vouchers and credit. Tap Add code in the top right corner (iOS) or the ‘+’ button in the bottom right corner (Android). You’ll see a place to add a new voucher code. Paste your code there and tap Submit. From there, follow the instructions to join Idowaz Extra.

 

I have a voucher for free Idowaz Extra – but I am still seeing a delivery fee

After you’ve added your voucher code, you still need to join Idowaz Extra to get free delivery. Go to your Account and then Idowaz Extra to check if you’re subscribed. Some of our partners also have a minimum order value that you need to meet before you can enjoy free delivery on that order.

I have a voucher for free Idowaz Extra, but I’m already a member. Can I still use my voucher?

Yes. Select Account at the top right, then Vouchers and credit. Tap Add code in the top right corner. You’ll see a place to add a new voucher code. Paste your code there and tap Submit. Your free period will automatically be applied to your subscription.

Yes, Voucher codes may be used by individuals other than yourself if you choose to send the voucher code to another individual (but they can only be redeemed once). Full terms and conditions here.

Our absolute priority is to offer the safest service possible to customers, riders, restaurants and partners and we have taken a number of important actions to ensure we deliver food safely, people to their destinations, payment and trade safely for everyone. For example, we have introduced contact-free, guidelines for taxi, sharing, payment, restaurants etc. We are in daily contact with local health officials to make sure we are offering customers, riders and partners the most up-to-date guidance and safest service possible. It’s also important to note that the European Food Safety Authority has said that there is “no evidence that food is a likely source or route of transmission of the virus”. We realise this is a concerning period for everyone and want to assure you that safety is our priority during and beyond this unprecedented time

Customers can choose ‘Contact-free delivery’ at check-out. Riders will be able to see when a customer has selected this option in the order’s delivery notes and will then follow a simple process to ensure there is no contact when the food is delivered.

Riders will be asked to let the customer know they have arrived, place the order outside their door, step a safe distance back and wait nearby for the customer to collect the food before the order can be completed. Riders are also able to make orders contact-less if they wish by letting customers know through the app before they arrive.

Since the outbreak of COVID-19 we have and continue to do everything we can to help riders: • Up-to-date guidance: Extensive hygiene guidance and updates are available on the rider website, as well as the latest information from the Government on how self-employed people like riders can access additional financial support. • Idowaz’s Rider Support Fund: If a rider who regularly works with Idowaz does experience symptoms of COVID-19 or is told to self-isolate by a medical authority, they can also apply for financial help through our Rider Support Fund. • Contact-free pick up & delivery: We’ve introduced contact-free pick up and delivery across the UK and other regions which means riders can work without coming into direct contact with restaurant staff or customers. • Free products: Riders can apply for a payment of up to £20 to cover the purchase of hygiene products like hand sanitiser or face masks while we work to secure our own supply. • Support from restaurants: We have asked all of our restaurant partners to provide riders with access to soap and water or hand sanitising gel at their property whenever possible. • Drivers have hygiene sanitizers in their Cars/Vans

We are here to deliver for restaurants who want to carry on offering their amazing food to families at home during this difficult time. We are working with restaurants to optimise their operations for delivery, and we are doing everything we can to make sure people still have access to the food they want and need.

We have:

• Published detailed guidance on how restaurants can run delivery-only outlets safely, covering issues such as how to minimise contact, packaging and hygiene best practice. • Developed bespoke online marketing support for restaurants to let customers know they are operating delivery services • Established teams of people across the business to recruit and support restaurants who want to be able to deliver food. • Lowered onboarding fees for new restaurants • Developed an app to introduce ‘contact-free delivery’ so that restaurants can give confidence to consumers that delivery is conducted safely • Shared expert advice and guidance on how to operate safely during the outbreak • Campaigned for more support for restaurants from government What will happen if I have an outstanding query or complaint? Our customer care team is on hand to support our customers with any outstanding queries or complaints. We are experiencing high demand but all outstanding queries and complaints will be dealt with promptly.

We have dedicated teams in place to support our customers, riders and restaurant partners during this worrying time. Please send us an email to support@Idowaz.com , or you can send a message in-app or via Twitter and Facebook.

Idowaz finds that unrecognised charges can often be attributed to a friend, coworker, or family member using your payment method. We ask that you check with your family and friends to see if they may have used your card to place an order via Idowaz.

Otherwise please contact us on support@Idowaz.com with the following

• Last four digits of the credit or debit card used
• The card issuing company (such as Visa or MasterCard)
• The expiry date of your card
• The dates and amounts of the transactions
• The country and currency registered to your card
• The debiting party (eg. IDOWAZ, IDOWAZ)
• The email address associated to your Idowaz account (if user)

Food safety is a top priority for us, therefore, please contact us through order help or by sending an email to support@Idowaz.com and provide us with answers to the following questions so our team can assist you immediately:

• Have you been sick after consuming your order?
• What symptoms did you have?
• What dish(es) did you eat/drink?
• When did your symptoms start appearing, and how long did they last for?
• Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
• Did anyone else who shared your meal feel unwell afterwards?

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation.

For Food: I found a foreign object in my food. What do I do?

Please contact us through order help or by sending an email to support@Idowaz.com and provide us with answers to the following questions so our team can assist you immediately:

• What was the unexpected object you found?
• Where did you find the object?
• Did you eat/drink the affected item(s)?
• Clear photographs of the object and affected item(s)

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation.

For Food: I had an allergic reaction after consuming my food

If you experienced an allergic reaction after consuming your order please contact us through order help or by sending an email to support@Idowaz.com and provide us with answers to following details so our team can assist you immediately:

• What dish(es) did you eat/drink?
• What symptoms did you have?
• When did your symptoms start appearing, and how long did they last for?
• Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
• Do you have any allergies? If so, please list them
• If you have allergies, did you let the restaurant know about them?
• Did you check the allergy information before you ordered? If so, please tell us where you found this information.

If you could also please let us know if you give consent to pass your contact details (name, phone number, and email) on to the restaurant for further investigation.

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If you had an issue with one of our riders you would like to let us know about, please provide us with the following details in an email to support@Idowaz.com

• a short description of the incident;
• location of the incident (town/city and street);
• time and date of the incident (the more specific, the better);
• whether this was a Car/ Van/Cyclist/Scooter/Motorbike; and
• anything else that can help us to identify the rider.

We will investigate the matter and a member of our team will reach out to you.

At Idowaz we want our customers, riders and restaurant and grocery partners to have the best possible ride, food delivery experience and service experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Idowaz platform has a safe and positive experience.

Be respectful: Our riders and partners are at the heart of our business. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Idowaz to have a great experience and being respectful to one another is key. For Food Delivery Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your food at the time indicated in the app.

This is so that our riders do not have to spend time waiting around for customers to come and collect their food when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your food to be delivered to, so that your rider does not have to search for your location.

Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in: Deactivation of your Idowaz account; and/or Escalation to the relevant authorities. How we investigate potential infringement If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders, which you can read about here, and restaurants and grocery partners, which you can read about here.

Only if you want to! When you create your profile on IdowazCar, you indicate whether which type of Car or Trip you want, depending on how much you enjoy chatting in the car. It is nice to make a polite effort to break the ice at the start of the journey, just to feel comfortable, but it’s also all right to be tired, or just quiet, and you never have to chat if you don’t feel like it. It’d be nice not to distract the driver for your safety as SAFTY IS OUR UTMOST PRIORITY TO ALL.

The aim of carpooling is not make profit, but passengers and drivers share their travel costs and help each other in the end. Therefore, the driver does not need to have a passenger transport licence to take other people in his vehicle. The payment is only used to cover the running costs of a vehicle.

For this reason, the price for trips is also capped by our system in order to prevent commercial abuse. In addition, we check all ride offers for compliance with the applicable laws and reserve the right to permanently block user accounts in case of serious or repeated violations. This makes carpooling with BlaBlaCar a safe form of transport.

IdowazFood accepts a variety of payment methods like Debit / Credit Cards, IdowazPay Credits, Cash and even PayPal as indicated by your primary IdowazPay payment method in the Idowaz app.

If you’re a passenger, you can message drivers before or after booking. Just tap Contact the driver from their ride.

If you’re a driver, you can message passengers after they’ve already messaged you, booked or requested to book on your ride. If you ever tap away or close IdowazCar, you'll find all your ongoing conversations in your Inbox.

The only time you won’t be able to do is message a driver if they’ve already said they can’t take you, if there are no seats left in their car, if they’re hitting the road in 15 minutes or less or if the ride was more than 25 days ago.

We use rating in all Idowaz Services to help service our customers better by listening to them and what they want. Ratings are recommendations.

We rely on them when making decisions every day. Why? Because we trust other people.

When it comes to carpooling, they help us decide if we want to travel with someone. So the next time you travel, leave a rating to share your experience with the rest of the community.

You can leave a rating on the App immediate after the ride, the day after you travel. We’ll remind you with an email, or you can head to the ride page via "Your rides" and click on the notification "Leave a rating".

Say whether the person you’re rating was the driver or passenger.

Choose the adjective that best describes your experience.

Then add a few words or simply click on the STARS 1 star to 5 star and leave a reason why.

You can include whether the person was on time, played some banging tunes or told some great stories!