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FAQs

Coronavirus

Is ordering through CityGrab safe?

Our absolute priority is to offer the safest delivery service possible to customers, drivers and restaurants and we have taken a number of important actions to ensure this. All deliveries are contact-free - your driver will leave your order on your doorstep and will wait at a distance to ensure you receive this. All our drivers have received guidance on safe and secure delivery. Our app provides contactless payment to avoid you handling cash. We are in daily contact with local health officials to make sure we are offering customers, restaurants and drivers the most up-to-date guidance and safest service possible. 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.

How does contact-free delivery work?

All drivers have been advised on our contactless delivery policy to ensure there is no contact when the food is delivered. Drivers will let the customer know they have arrived, place the order outside their door, remain at a safe distance and wait for the customer to collect the food before the order can be completed. We have also enabled the ability to track your driver to your door.

Delivery

Can I collect my order?

Yes you can. Some of our outlets offer a Click & Collect service enabling you to enjoy your favourite dishes and products without the delivery fee. Outlet services can be found in the CityGrab app under the outlet menu.

How do the delivery fees work on CityGrab?

Delivery fees vary depending on the distance between the outlet and your address. The closer you are to the outlet, the lower your delivery fee. This helps us pay drivers fairly, based on mileage. Typically if you are within 1 mile of the outlet delivery will cost £3, within 3 miles will cost £5 and within 5 miles will cost £7. Occasionally delivery promotions will be applied to discount your delivery fee from specific outlets or across the app.

What if I’m not around when my driver arrives?

If you're unable to be at the delivery address to receive your order, please let us know by emailing orders@citygrab.co.uk Your driver will always call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Experience team will also attempt to reach you via phone call. Please check your phone during the delivery time for any updates. If we cannot reach you, your driver will wait for up to 10 minutes before leaving your delivery address. In this event you will still be charged for your order. To prevent this from happening, please always double-check your contact and address details.

What if my order is late?

We endeavor to deliver all orders for the time specified, however, sometimes delays can be caused by factors outside of our control. Where possible, we will always contact 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. Once your order has been collected from the outlet you will receive a message enabling you to track your driver all the way to your door.

Can I place orders in advance?

Absolutely! Some of our outlets allow you to schedule orders for up to five days in advance. Choose a delivery time and a delivery day. Outlet opening times and pre-order abilities can be found in the CityGrab app under the outlet menu.

Misc

I got a call from +44 (0) 114 239 3939 - who is this?

In the event that a driver is having difficulty finding your address, they might call you using our customer contact system to ask for directions. This allows the driver to call you without displaying their personal phone number or retrieving yours. Calls from our system will appear as 01142393939. It’ll really helpful to your driver if you can keep your phone close when you are expecting a delivery.

How do I place a complaint about a driver?

If you've experienced an issue with one of our drivers and would like to let us, please email hello@citygrab.co.uk with the following details: - A short description of the incident - Location of the incident (town/city and street) - Time and date of the incident - Order number (if applicable) We will investigate the matter and a member of our team will contact you with an update.

What do I do if I have a charge I do not recognise?

CityGrab 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 CityGrab. If you are sure this is not the case, please email us on hello@citygrab.co.uk with the following details so our team can investigate: - 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. CITGRABUK, CGORDER) - The email address associated with your CityGrab account (if you are registered)

How does it work?

You can order the local food and products you love on the CityGrab app, available for free download on iOS and Android. Once you download the app you will need to register your details. To place an order, simply add your postcode to show the outlets available in your area, choose your items and place your order. Many of our outlets offer a Click & Collect option in addition to Delivery. Once the outlet receives your order, they’ll get to work prepare your order ready for the requested time, then carefully package it for collection. If you have requested delivery, a CityGrab driver will pick this up and deliver to you. If you'd like to order in advance, you can also order up to 5 days in advance with a scheduled delivery.

How can I get in touch with you?

We have dedicated teams in place to support our customers, drivers and restaurants. For enquiries relating to an order please email orders@citygrab.co.uk with your order details or contact the outlet directly. Outlet contact details can be found within their menu on the app or website www.citygrab.co.uk or on your order confirmation email. For all other enquiries, please email Hello@citygrab.co.uk If you’d like to sign up your outlet please do so via the ‘Store Sign Up’ button on www.citygrab.co.uk If you'd like to join our team as a driver, please email operations@citytaxis.com You can also contact us via our social media channels

Products

Do you charge the same prices as the outlet does if I visit in person?

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

Is there a minimum spend?

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

What if I want to cancel my order?

As long as the outlet has not yet started preparing your order, you're able to cancel your order by contacting the outlet directly. Outlet contact details can be found in the CityGrab app or website www.citygrab.co.uk under the Outlet's menu. Contact details will also be displayed on your order confirmation email. If the outlet has already started preparing your order and you wish to cancel, you will still be charged for the order. For further information, please email your order details to orders@citygrab.co.uk

What if I have allergies?

If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section of the restaurant menu. Many of our outlets do display dish by dish allergens information. For further information you must contact the outlet directly prior to ordering.

What if something is wrong with my order?

We have a dedicated team that looks after your entire CityGrab experience, from the moment you place an order right through to arriving at your door. However, we do understand that sometimes things might go wrong. For issues specifically relating to order contents, please contact the outlet directly. Outlet details can be found in in the CityGrab app or website www.citygrab.co.uk under the outlet's menu. For issues relating to the app or delivery, please email our team on orders@citygrab.co.uk and we'll respond as soon as possible. If your issue is urgent, please send us a private message on our social media channels and we'll respond as soon as we can: Facebook @citygrab Instagram: @citygrab Twitter: @citygrab_

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