TBD
Yes. Once you have selected your meal, at the checkout page, before clicking Place Order, simply select Scheduled and you can select the date and time you wish to have your meal ready for pick up. After selecting the date and time you want, simply click Place Order and we will handle the rest.
You can cancel any time using the BooktheChefs app or website.
Fees vary for each restaurant on the BooktheChefs platform. The fees help us operate the BooktheChefs platform, and provide the best service possible. You can see the fees from the checkout screen so you’ll know what the total is for your order before paying. You’ll also receive a receipt showing a breakdown of the order subtotal, applicable taxes and fees. We're working to make prices even lower to make BooktheChefs even more convenient and accessible, so check back often.
If you believe your account has been deactivated by mistake, submit an account reactivation request through the form below. To ensure BooktheChefs can address your request as quickly as possible, please provide the following information when filing a support case: Full Name Email Address Phone Number Category: Account Settings Subcategory: None Description: Request to reactivate BooktheChefs account *Please remember to click on the Submit button after you have filled out all the required fields.
To receive a referral incentive, your referral must: Be a new customer who has (a) never previously created a BooktheChefs account, or (b) never used a phone number or credit card that has previously been linked to a BooktheChefs account Use your unique referral link to sign up Place an order with the required minimum subtotal amount shown on your referral signup page If your referral meets these requirements, their incentive will automatically be applied at checkout for their first order. Once your referral has placed a qualifying order, you’ll receive a confirmation email, and your credits will be automatically applied to your next order. If you both meet the requirements, credits can take up to 24 hours to reflect on your account.
Our referral amounts are accurate as of when you sent an invite to your referral. However, our referral amounts frequently change, so we recommend that your referral sign up immediately after receiving your referral link.
You will only receive credits for the first 25 customers who successfully place a qualifying order using your referral link.
Your referral link should be shared with people you know personally. Posting it on websites accessible to the general public (including Google, Amazon, Ebay, Craigslist, coupon sites, and others), buying paid ads, spamming people you don’t know, or otherwise misrepresenting the offer or your relationship with BooktheChefs may make you ineligible to receive referral credits. BooktheChefs reserves the sole discretion in determining whether a referral qualified for credits. What do I do if my questions were not answered above or if I want to see the Terms of Conditions of the referral program? You can always refer to our Terms of Conditions for the referral program here: https://www.bookthechefs.com/referral-terms/
In order to make changes to your BooktheChefs account profile, you will be required to validate your ownership of the account through our 2-Step Verification process. This process will be the same on both the BooktheChefs website or the app. You can update the following personal information:
First Name
Last Name
Phone Number
Email Address
Country (Web only)
Password (will require to enter your new password again and the old password)
Update your notification preferences
Follow the steps below to update your account profile.
Web:
Log into your BooktheChefs Account
Click on the Menu on the top left corner
Scroll down to the name of your account (usually your first name)
Edit the fields you would like to update
Click on Save
Verify your information through the 2 Factor Authentication process
App:
Log into your BooktheChefs Account
Navigate to the Account section
Click on the name of the account (usually your first and last name)
Click on the field you would like to update
Click on Done
Click on Save
Verify your information through the 2 Factor Authentication process
2-Step Verification Help
- If you are having issues updating your account profile or you no longer have access to the phone number or email address of your account, we recommend that you create a new BooktheChefs account with the correct information.
You can update your credit card information through the BooktheChefs website or through the mobile app:
For website users:
Go to the Checkout page
In the Payments section, click “Change / Add”
To add a card, click “Add a new card” and provide the required information
To remove a card, click the “X” next to the card
When you have finished updating your information, select the card you would like to use as your payment method and click “Use Card” to save your changes
For mobile app users:
Go to the Account tab
Select “Payment Cards”
To add a card, click “Add a Card” in the upper right-hand corner of the app and provide the required information
Contact
To remove a card, swipe left on the card and click “Delete”
When you have finished updating your information, select the card you would like to use and click “Use Card” to save your changes
Clicking on an existing card will set that card as your default payment method
Note: The last credit card used will remain the default credit card when placing your order.
If your account has become unexpectedly locked or disabled you can contact the BooktheChefs support team through the support case submission form. To ensure BooktheChefs can address your concerns as quickly as possible, please select the category, Account Settings, and provide the following information in your support case submission:
Full name
Email address
Phone number
FILE A SUPPORT CASE
BooktheChefs is currently available in neighbourhoods in towns and cities across the UK and is growing fast! To see if BooktheChefs is available in your neighbourhood, visit http://www.bookthechefs.com/townsandcities
A group order allows multiple people to add their individual items into a collective order cart at the same time. Once a Group Order is created through your BooktheChefs Account, the rest of your group doesn’t need to have a BooktheChefs Account to use the group order link. And you can pre-order up to four days in advance, which makes for easy group meal planning.
Follow these steps to create a group order:
1. Log into your BooktheChefs account.
2. Choose your restaurant.
3. Tap the Group Order button on the restaurant page.
4. Send the Group Order link to others.
5. When everyone is done adding their items into the cart, you can close the Group Order and complete checkout.
A restaurant’s rating represents the average customer rating for all deliveries
completed from that restaurant. Restaurants that receive high ratings tend to have pick ups ready on-time, accurate orders, and high food quality.
If a delivered order was missing item(s) or had incorrect item(s), please submit a report to the BooktheChefs support team:
Using the email address used to place the order, sign in to www.bookthechefs.com or the BooktheChefs app.
Go to your Orders.
On the BooktheChefs Website, click on the menu icon
In the app, tap on Orders located in the bottom bar.
Select the order you are inquiring about and then click Help.
Under the Order Issues section, select the issue(s) that apply (i.e. Missing Items or Items Made Incorrectly).
Select the detail(s) that apply to explain what went wrong (i.e. Whole Item Missing or Side Option Missing).
Enter optional details of the issue. This field is not required.
Click on Submit and follow the prompts.
** To report other issues, click the Still Need Help? button below and fill out the Contact Customer Support form. If related to an order, please provide the date and restaurant name in the description field.
If you do not receive your order, use the in-app Self Help tool which is the fastest and easiest way to have your issue immediately resolved. You must report orders that were never available for pick up ASAP so we can issue you the appropriate resolution.
Follow the instructions below to use Self Help:
iOS and Android:
In the BooktheChefs app, tap the Orders tab in the bottom bar (or select Orders in the menu in the upper left-hand corner of the website).
Select the order that was never delivered and click Help located in the upper right hand corner.
Under pick up Issues, select Order not available for pick up.
Follow the on-screen instructions find the best resolution for you.
Done! Your order that was not available for pick up is now resolved.
Pl be sure to check your order, once the Merchant has confirmed it is not possible to change an order due for pick up. If you have made a scheduled order due for future pick up, you can cancel this order and refile a new order.
FIRST, IN AN EMERGENCY SITUATION, PLEASE CALL 999.
SECOND, the safety of all Customers of our platform is our top priority. Please report any health or safety concern through BooktheChefs’s Emergency Health or Safety Issue form, which will be routed directly to our Trust and Safety Support Team who is prepared to address your concern and ensure the safety and security of the BooktheChefs platform for all users. To assist BooktheChefs in addressing your concern as quickly as possible, please select category Health, Safety or Legal Concern and provide the following information in your support case submission:
Full name
Email address
Phone number
A description with any details regarding your delivery, what happened, etc.
We apologize if the food arrived to you not as intended. For the fastest resolution on this issue, we recommend using the BooktheChefs self-help feature. To do so:
Select an order from the Orders tab
Tap "Help"
Select " Bad food quality"
Follow the prompts and hit submit.
We apologize that instructions were missed when preparing your order. For the fastest resolution on this issue, we recommend using the BooktheChefs self-help feature. To do so:
Select an order from the Orders tab
Tap "Help"
Select “Items made incorrectly”
Follow the prompts and hit submit.
We apologize that your food was ready to pick up late. For the fastest resolution on this issue, we recommend using the BooktheChefs self-help feature. To do so:
Select an order from the Orders tab
Tap "Help"
Select “Ready to pick up late”
Follow the prompts and hit submit.
We apologize if the quality of your food was not up to standard. For the fastest resolution on this issue, we recommend using the BooktheChefs self-help feature. To do so:
Select an order from the Orders tab
Tap "Help"
Select " Bad food quality"
Follow the prompts and hit submit.
Restaurants do their best to complete orders within the estimated pick up time, but external factors can cause delay.
We know that a delay can be frustrating, but rest assured that we are doing everything we can to make sure your food is ready for pick up on time.
From the Orders tab, tap on your order to view its status. It will either be in the process of being confirmed, at the restaurant, or it is ready for pick up.
IN AN EMERGENCY SITUATION, PLEASE CALL 999.
If not an emergency, you can submit an accident or safety issue through BooktheChefs’s support case submission form. To ensure BooktheChefs can address your concern as quickly as possible, please select category "Other" and provide the following information in your support case submission:
Full name
Email address
Phone number
FILE A SUPPORT CASE
If you placed an order by accident you can cancel the order through BooktheChefs’s self-help tool. If the merchant has already confirmed the order, however, you will not be able to cancel the order.
HOW TO CANCEL MY ORDER
If the restaurant has not yet accepted your order, you will have the option to cancel.
It is not possible to cancel after the Merchant has accepted the order.
Orders might be cancelled due to:
• The restaurant is closed
• The restaurant is out of an item
• The restaurant is no longer accepting takeout orders
While we never want a situation where your order is cancelled by party other than you, if it is, we will ensure you receive a full credit or refund.
You can access your receipt for a given order through the BooktheChefs website or mobile app:
For website users:
Select Orders from the menu
Select the order in question and click on the name of the restaurant to show the receipt
For mobile app users:
Go to the Orders tab
Select the order in question
In the Order Details section press “Receipt”
While some restaurants will include napkins, flatware or plasticware with their deliveries, some do not. If you do require any of these items, please put it as a request in the Extra Instructions box and if possible it shall be included.
To add special instructions, select a menu item and use the Extra Instructions box in the Preferences section. Please note that restaurants may not always be able to accommodate special requests and in some cases there may be extra charges associated with these requests. If there are additional charges, BooktheChefs will update the cost of the order and send you an updated receipt.
Digital BooktheChefs gift cards are available for purchase online on our website.
Please see below on commonly asked questions about how to redeem your gift card.
How to Redeem Your Gift Card:
Create an account or sign in to the BooktheChefs app or on www.bookthechefs.com
Navigate to Account > Credits and Gift Card
Enter your gift card PIN
How to View Your Credit Balance:
For Mobile users:
Tap on Account
Tap on Account Credits
Confirmation: You will be able to see the total amount of BooktheChefs credits left
For Website users:
Click on Credits and Gift Card
Confirmation: You will be able to see the total amount of BooktheChefs credits left
Do I need a credit card to use my gift card?
No. However, If the value of credits is not enough, you will need to pay the remaining balance for the order with an alternate method of payment.
How to Add an Address
For customers receiving an error message, we need your address to determine the credit currency.
For Mobile users:
Tap on Account
Enter your desired address under “search for a new address”
Confirmation: click on your new address to set it as your primary. Your primary address will have red text.
For Website users:
Click on the menu icon
Enter your desired address under “search for a new address”
Confirmation: click on your new address to set it as your primary address
You can redeem promotional codes on the Checkout page by entering them into the Enter Promo Code box. Note: Promo codes are case sensitive.
If you believe you have an unauthorized charge from BooktheChefs you can submit a request to reverse the charges through BooktheChefs’s support case submission form. To ensure BooktheChefs can address your concerns as quickly as possible, please select the category, Payments, and provide the following information in your support case submission:
Full name
Email address
Phone number
Amount of incorrect charges
Date of pick up (if applicable)
Name of restaurant (if applicable)
FILE A SUPPORT CASE
First, make sure you are spelling the promo code correctly, as they are case sensitive. Should the code still not work, or your discount is not being credited appropriately to your order, please file a support case through the link below.
FILE A SUPPORT CASE
If you received an incorrect credit or refund for a specific order, please file a support case through the link below.
FILE A SUPPORT CASE