Order Support

You can cancel an order from My Orders at any time until the restaurant accepts it. Once the kitchen has accepted it, they have started cooking for you, so cancelling is no longer available.

Sometimes a kitchen runs out of an ingredient or has to close early. When a restaurant declines or cancels an order you have paid for, your payment is returned to the way you paid, automatically. You do not need to ask or fill in anything. It usually reaches you within 3 to 5 business days, depending on your bank or mobile money provider, and your order page tells you where it has got to. The same applies if an order cannot go ahead for any other reason after you paid, such as a restaurant that did not respond in time.

You can cancel a gas order until the courier has collected your cylinder, and your payment is returned. After collection it can no longer be cancelled, because your cylinder is on its way to be filled. If no courier takes your job in time, we put it back in front of every courier and tell you; if it cannot be done, your payment is returned.

We want every order to arrive hot, correct and on time. If something is wrong with an order you received, write to us within 24 hours of delivery at info@getfoodz.com with your order number, what happened and a photo if you have one. You can also file a report from your order page. Our team looks into it with the restaurant and the courier and replies within 48 hours. Depending on what we find we may put it right, return part or all of the payment, or explain our decision.

Check your delivery details before you pay, pin your location, add a landmark and keep your phone close so your courier can reach you. Your six-digit hand-over code is the last step: share it with the courier only when your food is in your hands.

If you win the month’s GetFoodz Reward, the food of one dish is free; the delivery fee and the payment fee are still paid. If an order paid with your reward is cancelled before it is delivered, the reward goes back to your account with at least a week left to use it.

If a courier or a restaurant behaves badly or does not follow your instructions, tell us. We take every report seriously and look into each one.

Questions about an order? Write to us at info@getfoodz.com and we will help.