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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.  

Mr D Food is currently operating during the lockdown - delivering medicine and essential goods - and will reactivate restaurants on our app on 01 May 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.  


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.

We have also temporarily deactivated cash payments and encourage customers to use one of our other safe and secure electronic payment methods available in app - credit / debit card, instant EFT or eBucks.

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 3?

Mr D Food will be changing the following for lockdown level 3: 

  • We will increase our trading hours for both weekdays and weekends 
  • We will add more restaurants to the app 
  • You will now be able to place self collect orders 

What are the Mr D Food trading hours for lockdown level 3?

Mr D Food will be open to take orders during the following trading hours from 01 June 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.

What measures do we have in place for the safety of our drivers and customers?

Contactless delivery

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.

We have also temporarily deactivated cash payments and request customers to use one of our other safe and secure electronic payment methods available in app - credit / debit card, instant EFT or eBucks.

 

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.

Why is the full menu not available?

Mr D Food allows restaurants to indicate on their menu selections what they're happy to prepare as a 'take away for delivery' offering. As restaurants resume deliveries during the lockdown, their menu offerings may change depending on what is possible during this time. 

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. 

 

 

I want to unsubscribe from emails

To unsubscribe from marketing emails you can click the unsubscribe link at the bottom of any marketing email you have received. 

Alternatively, please click the thumbs down to log a query and we will unsubscribe you on your behalf. 

How do I add / remove a credit card?

When you place your next order, on the payment screen, you can choose to add a new credit card or remove a credit card that you've used to pay with previously. 

 

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.

I can't find my address on the map screen

The map doesn't display the correct street number:

No worries, just make sure to place the pin in the correct location and that the street name is correct. You can correct the street number at checkout on the Order Review Screen.

 The map does not display the correct road name:

Please ensure that the pin is in the correct location. You can proceed from here and add additional information regarding your address on the Order Review Screen. It is important that all relevant information is included for the driver to find you.

I live in a housing estate or office park without street names: 

Please ensure that the pin is in the correct location. You can proceed from here and add additional information regarding your address on the Order Review Screen(Apartment/Office Name, Floor Number and directions). It is important that all relevant information is included for the driver to find you. Please add access code in the delivery instructions should that also be required for entry. 

Can I call in to place an order?

The Mr D Food delivery service is now fully online through our app and website.

 

Why is the online experience so much better?

  • You can place your order x5 times faster
  • You can save R30 on every order because there are no added call centre service charges
  • You can use your credit card, eBucks or cash on delivery to pay
  • You can take advantage of discounts exclusively available online - like free delivery
  • You can browse your favourite restaurant's latest menus
  • You can track your order live

 

Download the app now or if you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

 

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. 

What do I do if I'm having issues paying with a credit card?

We are so sorry that you're having issues paying with your credit card. Unfortunately, the source of the problem is not always obvious as there are multiple layers to this.

 

We suggest you do the following: 

  • Check you have funds available in your account 
  • Ensure you have registered for online purchases with your specific bank
  • Try again if you believe you entered your details correctly

 

If the above does not resolve the issue, you can select the instant EFT option or choose to pay cash on delivery. Alternatively, click the thumbs down button below to log a query with us.

 

When logging a query:

  • Make sure to let us know if you're using the iOS app, Android app or website.  
  • Attach a screenshot of the issue you're experiencing

 

Providing us with the above information will assist our customer service team as well as our payment portal provider in assisting you to resolve the issue quickly and thoroughly. 

When does an additional service fee apply?

Orders placed at Checkers LiquorShops, Takealot Essential Stores and BP Convenience stores will incur an additional service fee in addition to the delivery service fee charged for your set location. 

This additional service fee will be shown above the service fees in your cart. 

 

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 did not receive my One Time Pin (OTP) for a Coupon. What now?

We use a third party SMS service to distribute these OTPs. In case you did not receive yours please follow these steps:

  1. Check that the phone number listed is correct
  2. Request to “Resend OTP”
  3. If this still does not work, please log a ticket with our support team by clicking the thumbs down button below and we'll get back to you. 

Other

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

 

Can I collect my order instead of having it delivered?

Yes, all you need to do is select the "Self Collection" option when placing your order.

 

Top Tip: Try it to skip the queue at your local favourite.

 

 

Why do some restaurants only have collect as an option?

If you only see collect as an option for a restaurant you'd like to order from this either means:

  • There isn't a driver available within the area of that restaurant and your address at the time of your order.
  • This restaurant and your address are too far apart for us to ensure your food arrives in the quickest possible time, so we aren't able to offer delivery. 
  • This restaurant and your address aren't within the same service area. In rare cases, this can mean that a restaurant nearby may not be available for delivery.

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.

How do I know if my address has rain network coverage?

Please visit www.rain.co.za to check coverage.

Do I need to RICA my sim card prior to use?

Yes, to activate the sim card you will need a SA ID or a passport and you need to be over 18 years old. Please visit www.rain.co.za to follow the easy steps to activate your sim card.

Other

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

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 left 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. You cannot top-up your credit wallet.

Can I choose to pay for an order with funds from my credit wallet and another payment method?

Yes, the available credit in your wallet will be applied automatically when you place your next order. If your credit wallet balance is less than the order total, the remaining balance of the order can be paid with any other payment method available at the time of your order.

Do I have to use my credit wallet funds on my next order?

Yes, any available wallet funds will be applied automatically when you place your next order, up to the total order value. The remaining balance of the order total can then be paid with any other payment method available at the time of your order.

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