Minimum basket for credit redemption & discount code £30

FAQ

Have a question? Chances are it has been answered below – but if it hasn't you can always contact us

Pronto Eat Registration+
Do I need to register?+

Yes, and it's FREE!

Registration won't take any longer than 30 seconds and we only require basic details – much the same as you would provide when ordering on the phone from a generic takeaway.

We value your trust and do not use or share your information with any third party company without your authorisation.

When do I register?+

You can either register before placing your order or after you have added your meal to the basket.

How do I register?+

Registration is simple and quick. On our home page click on the "Register" tab and fill in the required fields marked with "*". Please read and agree with the Terms and Conditions, then click on the "Register" button. Finally, provide your mobile number so that restaurants can contact you for both delivery and collection orders and click on the "Finish" button. Congratulations, you are now registered and ready to place your order!

I don't have an e-mail address, what do I do?+

Our service requires you to have an email address as we send updates in regards to your order, latest offers and promotions via email. Please kindly create an email account in order to use our service.

I don't have a mobile number, what can I do?+

Our delivery restaurant partners may need to contact you to confirm your order or to find your address or to clarify your order therefore, you are required to provide your contact number in all cases.

Can I use a landline number instead of a mobile number?+

Yes you can.

We recommend using a mobile number as we will be sending promotional text messages with the latest offers from your local takeaways from time to time and we would like you make the most of it.

Naturally, you can always "opt out" of receiving any promotional texts

I am trying to register, but it tells me that the "Email is already registered"?+

Please check first to ensure that you have entered your e-mail address correctly. If your e-mail address is correct then this could mean that you already have an account with us and if you don't remember your password you can use our "Password Reminder" facility and you will receive your password via e-mail.

My post code is not registered in your database; can I enter my address manually?+

Yes you can enter your address manually if our auto address finder can't locate your address.

I live in a newly built development and your website can't find my post code, what can I do?+

You can still enter your address manually and create your account.

If you address requires further directions for the delivery driver please kindly enter these in the comment section of your order.

I have already registered, how do I login?+

You can login by entering your Email/Mobile and Password in the home page via "Login" tab on the top right hand corner of the website. Alternatively, you can add your meal to the basket and login afterwards.

I can't remember my password?+

Simply click on "forgot my password" and you can then have your password sent either to your registered e-mail or mobile phone.

Restaurants on Pronto Eat+
How do I find restaurants that deliver?+

Place your postcode in our search bar and you will then see the list of the restaurants that will deliver to your address. If you can't find your favourite restaurant then you can recommend them to us and we'll try our best to get them on board with prontoeat.com – we’re all about growing!

What if I can't find any restaurants in my area?+

Unfortunately we don’t cover your area yet.

We are the new kid on the block in terms of online food portal and our services have just started in London. We’re all about growing, so why not follow us and our journey on our social accounts.

Can I order from more than one restaurant at the time?+

If you would like to order from more than one restaurant you need to place your order for each restaurant separately.

I'm a restaurant and want to feature on Pronto Eat – what do I do?+

Get in touch with us here – we’d love to have you on board!

Ordering with Pronto Eat+
I am worried about placing my order online. Can I order over the phone with Pronto Eat?+

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.

Can I place an order for a later time or date?+

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.

How do I change my address or contact details?+

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 change my order after it has been placed?+

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.

Can I cancel an 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 can I add extra items to 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 know that Pronto Eat and the restaurant have received 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.

How do I contact a restaurant about my order?+

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.

Delivery limitations & Cancelation of orders by Pronto Eat partner+

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;

  1. Your delivery address is deemed as high risk area for personal safety
  2. Your live in high rise building above 3rd floor and there are no lifts.
  3. 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;

  1. Collect the order directly from the restaurant or the driver instead of the designated delivery point
  2. 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.
How do I pay for my order?+

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

Can I cancel my order after it has been accepted and how will you refund me?+

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 This email address is being protected from spambots. You need JavaScript enabled to view it. . 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.

What if the food was not what I ordered?+

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 .

How do I resolve a problem or complaint with an order?+

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.

Pronto Eat Loyalty Points+
How do Pronto Eat loyalty points work?+

We value your business, and thus we have launched a loyalty scheme that rewards you (and it’s very easy to get your head around!):

  • On joining Pronto Eat you are rewarded £2.50 (250 points) account credit valid for 45 days. This is a limited time offer and periodically the sign up bonus value may change.
  • For every £1 you spend thereafter you are awarded 1 point, and these points are valid for 12 months.
  • Minimum redemption value of Pronto Eat points is £2.50 on a transaction value of £20 or more. Redemption below the stated minimum cannot be processed by our system.
  • Redeemed point value does not earn new points.
  • Delivery charges, service charges and charitable donations on orders cannot be paid by points redemptions.
  • You can also buy Pronto Eat points like how you buy Air Miles. This facility is currently under development, so watch this space!
  • Any purchased points can also be gifted to another Pronto Eat account – give someone the gift of food, what could be better?
  • Card payment refunds are converted to Pronto Eat points, and they are defined as cash points; you are able to transfer this out of your Pronto Eat account within 45 days of the original refund date. After the 45 day period, the points will be treated as normal Pronto Eat points, but they will have an extended expiry period of 24 months (calculated from the original date of refund transaction).
  • We reserve the right to modify or amend the structure of the scheme at any time with or without notice.
General Policy Updates+

At Pronto Eat we regularly run exclusive promotions and these generally has its own terms & conditions attached to it. Unless otherwise stated, all promotions carry the following conditions;

  1. All credit rebates are only issued on the submission of the order review which must occur within 7 working days of the order. No rebate will be issued once the 7 working day has lapsed.
  2. Credit rebate is restricted to only two unique Pronto Eat account per household.
  3. If we suspect an user to circumvent our policy or abuse the promotion; we reserve the right to suspend the user or revoke their award entitlement.
  4. Promotional award credits (points) cannot be reinstated once expired.