I am worried about placing my order online. Can I order over the phone with Pronto Eat?+
Can I place an order for a later time or date?+
The preferred method to place an order is to do it via our platform directly. There is nothing to be afraid of, our website is secure and uses the latest technology to encrypt your information.
We do not store your card details and you will be providing your card details to our payment handling company who have stringent safeguard to ensure your data is safe.
How do I change my address or contact details?+
Yes, you can place an order by choosing an available time for collection or delivery later that same day (depending on the restaurant's opening hours). Orders can only be submitted for the current day – orders for later dates are not permitted.
If you placed a pre-order and have forgotten the time of delivery – just check the email we sent you telling detailing whether the order has been accepted or rejected by the restaurant.
Can I change my order after it has been placed?+
To change your contact details you need to log in to your account, then click on "My Profile" and then you can change, add or remove any of your details.
Can I cancel an order?+
You may change your order during the checkout process, however once the restaurant has accepted your order any further changes are made at their discretion. Your changes may incur additional surcharges and this will have to be settled in cash payment on delivery. The contact number for the serving restaurant will be displayed once the order has been placed and accepted.
How can I add extra items to my order?+
Once your order has been sent to the restaurant, you can no longer cancel it through "My Orders" or the acknowledgement email. You will need to call us immediately on 020 7193 2093 and if the restaurant has not yet started the order preparation we may be able to cancel your order – this however, cannot be guaranteed.
How do I know that Pronto Eat and the restaurant have received my order?+
If you would like to add an item to your existing order and you are paying by cash on delivery or collection, the easiest way is to contact us immediately and we will try to add the extra items to your order and notify the restaurant.
However, if you have already paid by card we will need to cancel that order and you will need to re-order and make the payment again. Obviously, your first transaction will be refunded to you
How do I contact a restaurant about my order?+
You will receive an email with the subject "Order Accepted", notifying you when the restaurant has received and accepted your order. If we were unable to contact the restaurant, or the restaurant is unable to accept your order for any reason, your order will be cancelled and you will be notified via email.
If you chose to collect your order, please make sure you have received this email before making plans to collect your food.
Delivery limitations & Cancelation of orders by Pronto Eat partner+
We always provide the contact number of the restaurant you have ordered within the automated "Order Accepted" email we send you upon confirming your order.
If for any reason you are not able to reach the restaurant by telephone, don't forget you can always contact us, and our friendly customer service team will follow up on your behalf.
How do I pay for my order?+
We aim to serve every order placed on our platform, but occasionally there are circumstance beyond our control whereby your order may not be serviced by the our serving partners (restaurant & delivery drivers) for the following reason;
- Your delivery address is deemed as high risk area for personal safety
- Your live in high rise building above 3rd floor and there are no lifts.
- Your delivery address has parking restrictions or limitations
In circumstance where delivery of your order difficult the serving delivery partner will communicate the difficulty with you and the only applicable resolution maybe;
- Collect the order directly from the restaurant or the driver instead of the designated delivery point
- The order is cancelled and refund is initiated. Refund will be issued in the same manner as the original mode of payment including the service fee.
Can I cancel my order after it has been accepted and how will you refund me?+
At Pronto Eat we only accept online payment or Pronto points redemptions for the order. We operate a cash-less system and unfortunately cannot process any cash on delivery/collection orders.
All orders on Pronto Eat attracts a service fee of 0.50p and this re-invested back to into the business grow the community of food delivery partners.
When paying online, your card information is handled securely and not shared or stored in any way. The transaction will be shown on your statement as a payment to prontoeat.com
What if the food was not what I ordered?+
Yes, but ONLY if the restaurant hasn't started preparing your food; simply call our customer hotline on 020 7193 2093 and we will endeavour to cancel your order. Please note, we only have a 5-10 minute window period in respect to cancellation requests.
If you have paid online, your payment will be refunded to your ProntoEat account in form of cash points which can withdrawn and refunded back to your card if requested with 30 days of the transaction date. All card refund request must be made via email with your order reference number on the subject field to
. We will normally process your refund request within 48 hours, but please note it can take up to 5 working days for the refund to be shown on your bank/credit card account.
How do I resolve a problem or complaint with an order?+
If, for some reason, the food is delivered unexpectedly, just refuse the order at the door. If you accept the food, but then realise that there is a problem with the order and you can’t eat it, contact the restaurant and ask them to collect the food or to replace the food. Once this has been done, let us know and we will verify and then cancel the order in our system.
If you've paid in cash, you should receive your refund from the delivery restaurant. For orders paid online, we will issue your refund once you have notified us of the cancellation. Please note, we can only issue a full refund of an online payment if you do not accept your food, or if you have the restaurant to come and pick it up after you have received it. As long as you do not keep the food (or dispose of it in the bin), ProntoEat will always make sure your refund is processed right away.
To be eligible for a full refund, all cancellation requests must be made within 10 minutes of your order being confirmed as "accepted" by the restaurant through our phone support customer care team. After 10 minutes, no cancellation or amendment to the order is permitted .
If there are any issues with the food or service you have received, it's usually best to contact the restaurant in the first instance. The contact number for the restaurant is always provided in the "Order Accepted" email we send you upon confirming your order.
If you are unable to resolve the issue with the restaurant, or if for any reason you are not able to phone the restaurant, don't hesitate to contact us by phone or email.
When a complaint arises, we appreciate things can get heated especially when you'r in hungry or in a rush. However, please bare with us as we have internal processes to follow whilst we investigate your concerns.
Any abuse to our team member or restaurant partners will not be tolerated whatsoever. Instances of physical or verbal abuse will result in the immediate suspension of your account. We may further seek legal remedy to safeguard our team and commercial interest.