Help centre

Open Orders and select the order. The status moves as the merchant accepts it, prepares it and hands it to a courier, and the estimated arrival time is shown at every step.

You can change it freely until the merchant accepts the order. After that, contact support from the order page and we will ask the courier whether a change is still possible. A new address in a different delivery area usually cannot be accepted.

Estimates depend on traffic and how busy the merchant is, so they move during the day. If the order is more than 20 minutes past the estimate, contact support from the order page and we will check with the courier and the merchant.

Report it from the order page within 24 hours of delivery and attach a photo if you can. Confirmed cases are refunded to the original payment method, usually the same day we review them.

Yes, at no cost, until the merchant accepts it. After acceptance the cancellation policy shown on the product applies; freshly prepared food and time-slot bookings are often non-refundable because the merchant has already started work.

For most deliveries yes, because the courier needs a handover. If you add a delivery note asking the courier to leave the order, the handover is at your own risk and we cannot refund an order that goes missing afterwards.

Online payment through the providers enabled in your city, and cash on delivery where the merchant offers it. The methods available for your basket are shown at checkout before you confirm.

Banks and wallets often hold an amount before releasing it. If the order still shows as unpaid and the amount has not come back within three business days, send support the transaction reference from your bank and we will trace it with the payment provider.

We approve refunds within one business day of agreeing them. The money then appears within 3 to 14 business days depending on your bank or wallet. Cash on delivery orders are refunded to the bank account or wallet you give us.

Duplicate charges are detected automatically, recorded against the order and queued for refund. You do not need to do anything; you can follow the status on the order page.

The service fee covers payment processing, support and running the platform. It is itemised at checkout together with delivery and packaging before you confirm, and nothing is added to the total afterwards.

Every completed order has a receipt on the order page showing the merchant, the itemised amounts and any tax. If you need a tax invoice in your company name, ask support within 30 days of the order.

Check that the number is correct, that you have signal, and that the message has not been filtered. Wait 60 seconds before asking for a new code, because a new request cancels the previous one. If nothing arrives after two attempts, contact support.

Go to Account, then Profile. You will confirm a code on the old number and then on the new one. Your orders, addresses, points and coupons move with the account.

Go to Account, then Settings, then Delete account. Any open orders must be completed or cancelled first. Order and payment records are kept for the period tax and commerce law requires; everything else is deleted or anonymised within 90 days.

Sign out of all devices in Account, then Settings, and contact support straight away. We can freeze payments on the account, review recent orders with you and reverse charges that were not yours.

Points are earned on eligible completed orders and expire 12 months after they are earned. If an order is refunded, the points it earned are reversed. Your current balance and the next expiry date are shown in Account.

Apply from Become a merchant. We review your documents within two business days and then help you set up your menu, opening hours, delivery area and payout details. Listing is free; we charge a commission on completed orders only.

Settlement for online payments runs weekly, with a statement in the merchant console showing every order, the commission and the net amount. Cash on delivery orders are reconciled against what the courier collected.

Yes. The merchant console lets you set a delivery radius, a minimum order value, and a longer preparation time during busy hours so that estimates stay realistic.

Courier onboarding is handled per city as we open it. Write to partners@favedrop.net with your city and we will tell you whether recruitment is open there.