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Frequently Asked Questions

COVID-19

Following the Presidential address on 23 April 2020, and announcements by the government and Department of Trade and Industry on Saturday 25 April 2020, it has been indicated that the delivery of food from restaurants will be permitted from Friday, 01 May 2020, in areas declared at Level 4 status or below.  

 Mr D Food will at all times be monitoring and following the government regulations and guidelines to determine the parameters in which we can operate and deliver restaurant food.   


Contactless delivery
In support of social distancing, all Mr D Food deliveries are now contactless. Our drivers have been instructed not to make physical contact with any customers and to maintain a safe distance. Bags will be placed on a surface indicated by you, the driver will then back away and allow you to pick out your order yourself.

Enhanced Hygiene Practices

We have been educating our drivers in line with WHO guidelines and have implemented enhanced hygiene policies. All drivers are temperature tested daily at each of the driver hubs.

Drivers bags are frequently cleaned, all drivers have access to hand sanitiser with clear instructions to sanitise their hands before and after each delivery or collection. Protective masks have been rolled out for all drivers.

What will be different on Mr D Food for lockdown level 2?

Mr D Food will be changing the following for lockdown level 2: 

  • We will increase our trading hours for both weekdays and weekends 
  • We will add more restaurants to the app 
  • We will enable the cash payment method

What are the Mr D Food trading hours for lockdown level 2?

Mr D Food will be open to take orders during the following trading hours from 18 August 2020. 

Monday - Friday: 08h00 - 22h00

Saturday - Sunday: 09h00 - 22h00

Which restaurants will be available from 01 June 2020?

We are communicating with our restaurant partners at this time to determine which restaurants will reopen and be available for delivery on the Mr D Food app. 

We will at all times be monitoring and following the government regulations and guidelines to determine the parameters in which we can operate and deliver restaurant food.

How do I sign up?

You can sign up by going to: https://www.mrdfood.com/register

Alternatively, you can download the Mr D Food app from your respective app store then simply open the app and click "sign up" on the opening screen. 

If you are having difficulty signing up, please click the thumbs down button below to log a query and one of our customer service members will get back to you. 

 

 

How do I download the app?

 If you have an iPhone or an Android phone you can download the "Mr D Food" app from the Apple App Store or Google Play Store. 

To go there now, you can also click the below link: Download the app now

If you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

How do I reset my password?

To reset your password go to: https://www.mrdfood.com/forgot

Enter the email address you used to register then click "submit". An email will be sent to your registered account with a reset password link. Once the email arrives, click the reset password link to continue.

If you still experience problems after following the above steps please click the thumbs down and log a query. 

 

 

How do I place an order?

1. Download the app

If you have an iPhone or an Android phone you can download the "Mr D Food" app from the Apple App Store or Google Play Store. To go there now, you can also click the below link: Download the app now

If you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

2. Pin Location 

Enter your street address to see which restaurants are available in your area. 

3. Choose Restaurants 

Browse the menus of the best local restaurants to find the food item of your choice! 

4. Pay Cash or Card or eBucks

Happy with your order? Checkout & choose to pay with your card, eBucks or cash on delivery. 

5. Track Delivery

Sit back, relax, we'll keep you updated on your delivery every step of the way on the tracking screen! 

 

How do I know if you service my area?

Mr D Food is currently available in every capital city of each province in South Africa and other major towns surrounding those cities. 

To see if we service your area & what restaurants are available, simply enter your address into the homepage of our app or website. If we don't service your area, please use the vote for my area prompt that comes up after you search serviceability to vote for your area. Your vote will be taken into consideration when we do expansions to new areas.

What restaurants are available in my area?

To see which restaurants are available in your area, simply enter your address into the homepage of our app or website. 

If your local favourite is not available on the app, please let us know by clicking the thumbs down and logging a ticket. We might just be able to encourage them to join our platform.

What is a credit wallet?

Your credit wallet is used to store your refund credit if a Restaurant does not accept your order after you place an order with us. You can use this credit either immediately or at a later date when you place your next order with Mr D Food. For your subsequent order, your available refund credit will be applied automatically.

Where can I view my credit wallet and transaction history?

You can view your wallet transaction history by tapping the menu icon on the top right of the app, and then tapping on the “Credit wallet” option that appears in the side menu.

How do I use funds from my credit wallet to pay for an order?

Your available credit will be applied automatically when you place your next order. 

How do I get money into my credit wallet?

In the event that your order is not accepted by the Restaurant, the amount paid for the order will be put into the credit wallet. In the event of you experiencing any other problem after your order is placed, we will determine if you are eligible for a refund into your credit wallet. You cannot top-up your credit wallet.

What payment options do I have?

You can select to pay with card, instant EFT or eBucks on the app. Please note you aren't able to pay cash for collect orders.

 

Important: Our drivers do not carry credit card machines. Please ensure you have sufficient cash in case you select the cash on delivery option.

How does paying 'cash on delivery' work?

When placing your order you can select "cash on delivery" as a payment method. This means you'll be able to pay the driver cash when he arrives with your order. 

Please note the following: 

  • Drivers carry limited change
  • We don't offer speed points/card machines 
  • We don't take cheques
  • We only take Rands and cents (we don't accept any other currency)

How do you ensure safety of my credit card information?

We take the security of your payment and personal information seriously. We work closely with Paygate, a market leader in online payments. Paygate holds PCI DSS Level 1 compliance certification, with over 10 million cardholders trusting them with their data.

Do you have a min amount I need to spend to get delivery?

Based on the location a customer is, we require customers to spend a certain minimum value to get delivery. There is no minimum order value for collect orders. 

How do I find available promotions?

When you sign up we will automatically add you to our email database so you get notified of various  promotions. 

If you're using the app you can opt into push notifications to ensure you get notified as promotions launch. To do this, go to menu > notifications. 

 

P.S.: Should you be unable to find emails from us in your inbox, please check your spam folder.

How do I get free delivery on my first order?

When you sign up you'll be emailed a coupon code. Entering this coupon code at checkout will entitle you free delivery on your first order. 

You can sign up by going to: https://www.mrdfood.com/register

Alternatively, if you have the Mr D Food app, you can simply open the app and click "sign up" on the opening screen. 

How do I apply a coupon code?

Coupon codes can be redeemed by applying the code at checkout on the order review screen. The coupon code will be applied immediately and the value of the coupon will be deducted from the overall amount of the order.  

What if my coupon code doesn't work?

If you enter a coupon code which isn't valid we immediately provide a reason on screen.

Usually, this reason pertains to the T&C's of that specific coupon - it may be invalid on your specific order or have expired.  

If you feel the reason code is incorrect, please click the thumbs down button below and log a query so we can investigate and get back to you. 

I want to contact your PR/marketing department

To contact our marketing / PR department please email: megan@mrdfood.com

I want to become a driver

To apply to become a driver, please complete the driver application form by clicking on this link: https://www.mrdfood.com/become-a-driver

 

I want to list my restaurant on your platform

To apply to list your restaurant, please complete the restaurant application form by clicking on this link: www.mrdfood.com/become-a-restaurant-partner

Other

If you have another question not covered in the "Business Opportunities Enquiries" section, please feel free to log a query by clicking the thumbs down button below and our team will get back you.

What do I do if my loyalty card number isn’t working?

You need to contact the loyalty program directly to resolve the issues with your card number.

Please contact the applicable loyalty program on the details listed below:

Spur Customer Care: 0860 007 787

John Dory's Customer Care: 0860 536 797

Panarottis Customer Care: 0860 007 262

 

Where do I add my loyalty card number so I can earn points on my order?

If you are placing an order with a qualifying restaurant you will have the option to add your loyalty card number on the “order review” screen when placing your order.

Which restaurant loyalty programs can I earn points for when placing an order?

We currently allow customers to earn points on all orders with:

  • Spur
  • John Dory's
  • Panarottis

Note: We don’t yet allow customers to spend their earned points on the Mr D food app.

How long will delivery take?

On average it takes 35 minutes from when you place your order for your food to arrive fast and hot at your door. This depends on the time it takes a restaurant to prepare an order and the distance a driver needs to cover from the restaurant to your doorstep.

 

When you select the restaurant you want to order from, we give you an estimated delivery time to ensure you know how long delivery will take from the specific restaurant you've chosen. We'll also keep you updated throughout the journey, from placing the order right through to delivery.

 

How much does delivery cost?

The delivery fee that we charge range between R0-R15 based on your location!

How is the food delivered to me?

Once your order is placed & accepted by the restaurant, the restaurant will prepare and package your food. Our driver will then collect your order from the restaurant, store it in a thermal hot bag and deliver it straight to your doorstep, either in a car or on a motorbike. 

How do I track my order?

Once you have placed your order on the app or website, you'll be redirected to the tracking screen. There you can follow your order through all the necessary steps. Additionally, once our driver has picked up your order from the restaurant, a map will be appear where you can track the movements of the driver live as the driver makes way to your location. 

If you're using the app and have enabled push notifications, you'll also receive notifications as your order makes it's way to you. 

 

Is the sim-card activated?

No, you will need to activate the sim card prior to use, by visiting  www.rain.co.za

How do I activate my sim card?

Please visit www.rain.co.za and follow the instructions to activate your sim card

Can I top-up my existing rain sim card through Mr D Food?

No, please visit www.rain.co.za to purchase pay as you go packages.

I have a problem with my rain sim card/network issue

Please visit  www.rain.co.za under the support section for easy self-help guides and rain contract information.

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