Food safety
How we handle food orders, delivery, and safety concerns.
We want every order to arrive safely and in great condition. This page outlines the steps we take to support safe food handling, what we expect from restaurants and delivery partners, and what to do if you have a concern.
Food is prepared by independent restaurants/food partners. We facilitate ordering and delivery coordination, but the restaurant controls ingredients, preparation, and packaging decisions.
Temperature & freshness
CoreHot food should be hot, cold food should be cold. Partners are expected to package food appropriately and minimize time between preparation and pickup. Delivery routes and timing can vary based on demand.
Packaging & tamper indication
CoreWhere possible, partners should use sealed or tamper-indicating packaging. If your packaging appears opened or compromised, do not consume the food and contact support immediately.
Allergens & dietary needs
ImportantIf you have allergies or dietary requirements, read our Allergens & dietary information page. Kitchens may have cross-contact risk and we cannot guarantee allergen-free preparation.
Delivery handling
ImportantDelivery partners are expected to handle orders responsibly, keep items upright, and follow delivery instructions where feasible. If you suspect mishandling, contact support so we can investigate.
What to do if you have a food safety concern
Do not consume
ActionIf you suspect food may be unsafe (e.g., unusual smell, visible contamination, packaging compromised), do not eat it. If someone becomes unwell, seek medical advice.
Document the issue
ActionTake photos of the packaging and food where possible, and note: order number, time received, and what seems wrong. This helps us and the restaurant investigate quickly.
Contact support
ActionReport the issue via Support as soon as possible, ideally within the same day. Include photos and details so we can respond efficiently.
Refunds & resolutions
InfoFor missing items, incorrect items, or quality concerns, see Refunds & missing items. Outcomes can depend on the type of issue and the information provided.
Safe handling tips at home
- Refrigerate perishable items promptly if not eaten right away.
- Reheat hot foods until steaming hot where appropriate.
- Avoid leaving perishable foods at room temperature for extended periods.
- If in doubt about safety, discard the item rather than risk illness.
Service limitations
While we aim to support safe and timely deliveries, delivery times can vary due to traffic, weather, and demand. We may limit delivery distance or availability to help maintain quality.
Contact
Questions? Reach out via our contact page or submit a request via Support.
This policy is provided for general guidance and does not replace official food safety advice. If you believe there is an immediate health risk, seek urgent medical assistance.