Frequently Asked Questions
How does EatNow work?
We’re all about easy eating. Through our apps and sites we allow you to search and order from different restaurants in your area, so that you can just relax and enjoy great food. Once you’ve found a restaurant and placed an order online, we’ll send you an SMS to confirm that the restaurant has received your order.
This will let you know of the expected delivery/ pick up time. Suddenly, Bam! You’ve got a great meal without the hassle.
*Note: We LOVE food but we’re not that keen on cooking. The restaurant, not EatNow, is responsible for the prep and delivery of your food.
How do I place a review?
If you’ve received an order and you want to let other people know about your experience, you can use EatNow to place a review. You can access the review section via the link in the follow-up email you’ll receive after ordering, or by checking out your “previous orders” on the site.
We’re not into swearing or abuse and we want your review to be as genuine as possible, so make sure your review meets our review policy before you post it.
Nothing is showing up in my suburb, or my favourite local restaurant is not listed?
We’ve covered most of the residential areas in Australia but it’s a pretty big place, so we’re always working to service more suburbs. You can help by telling us about your favourite restaurants that aren’t showing up and we’ll track them down and see if we can get them on board for you.
What payment types do you accept?
Getting your food to your face should be easy, so paying for your food needs to be easy too. We accept all the major online payment methods. This means you can use VISA, MasterCard, American Express and PayPal (we’re not exactly setup for Bitcoin yet). Cash on delivery/ pick up is accepted by most restaurants. It always comes down to what the restaurant can accept, so double check when you place your order.
How are you protecting my details?
How do I know my order has gone through?
You’ll get an email from us saying that your order has been successfully placed. A couple of minutes later you should get an SMS to let you know the restaurant has received your order. If the restaurant is currently closed and you placed an order for later, you’ll get an SMS once the restaurant opens.
I haven’t received a confirmation email from EatNow.
My confirmation SMS advising the restaurant has received my order hasn’t arrived.
Sounds like your phone might have gremlins too, but it could simply be that the restaurant is super busy and hasn’t quite got to accepting your order yet. If you’re worried, log in to your account and double check that we have the right phone number (so that someone else isn’t getting your confirmations texts) and then give us a buzz on 1300 718 924 if we’ve got the wrong number or you need any more help.
Once I’ve placed my order, can I contact the restaurant direct?
Of course you can! Check your confirmation email for the number and give them a bell if you have any questions or requests on the prep and delivery of the food. Our team love chatting to you, and are always happy to help out if you’ve not been able to get through to the restaurant.
I have just placed my order but need to change something (add or remove an item, change delivery to collection etc).
Got your confirmation SMS? You’d better give the restaurant a quick call to see if they can help out before they start making your food. If you haven’t got the SMS yet, or you can’t get through to the restaurant, we can assist on our end. Give us a buzz on 1300 718 924
I need to cancel my order.
We understand sometimes things don’t go to plan, and you might need to cancel an order. We can cancel an order if the restaurant hasn’t started cooking it yet. If the restaurant has started to cook your food there is a small chance they might still be in a position to offer you a refund or credit, so best to call them and find out.
I paid online but got an SMS advising my order was rejected. Where have my funds gone?
Rejection is never great, so we work really hard with our restaurants to get as many orders accepted as possible. Sometimes a rejected order may look like payment has gone through, but don’t worry, it was voided and is simply pending with your bank. This may take 1-5 business days so it's best to give the bank a call if you have any questions.
My order is late.
Our partner restaurants do a great job of preparing and delivering orders on time, but sometimes unexpected things get in the way. If your tummy rumbles are getting louder with every tick of the clock, give the restaurant a call (their number is in the email we sent you). If you can’t get through, buzz us on 1300 718 924 so we can track down your food.
I received my order but I’m not happy with it.
Oh no! We’re sorry to hear that. Our restaurant friends work really hard to provide you great food, so they’re keen for your feedback. Call them straight away (check out your confirmation email from us for their number) and they might be able to fix the problem for you or help you out for next time. Of course, our team are always happy to help you out if you’re not able to resolve this directly with the restaurant.
There is a price difference between your website and the restaurants pricing/and or the restaurant is asking me to pay extra?
We need our partner restaurants to let us know when prices change, but we understand that they’re busy creating scrumptious food for you to enjoy. If you notice a price difference please call us on 1300 718 924 or email us at email@example.com so we can look into it.
I have received my order but it’s not what I requested.
Quick, double check the confirmation email! Maybe the computer gremlins threw in some extra sides for themselves? If there is a difference between what’s on the email and what you received, please call the restaurant straight away to let them know. Of course, our team are also always happy to help you out if you’re not able to resolve this directly with the restaurant.
How do I unsubscribe or delete my account?
We’ll miss you! But if you need to, just log in to your profile and under edit details, select ‘unsubscribe’.
What do the points mean?
Each time you place an order you score points (Go you!). These points tell other users how much of a food fan you are and add weight to your restaurant reviews.
What are the badges for?
The badges are just a fun way for us to say thanks for using the service. Just like a Foodie Boy Scout, when you unlock a new appetising achievement, like ordering early or at a certain time of day, you achieve a new badge. You can see your badges by clicking on your points at the top of the screen.
How do I redeem my points?
The points aren't currently attached to a loyalty program - that doesn’t mean we don't love you for sticking with us. The points help our community of users recognise reviewers who are most familiar with the service.
What if I have an allergy?
If you have an allergy or food intolerance that could harm your health, please contact the restaurant directly when placing your order.
We can help you do that, just call us on 1300 718 924.
Please state clearly to your EatNow customer service adviser that your query is related to allergen information.
Why isn't EatNow able to guarantee my meal is suitable for my allergies?
We wish we could, but the restaurants themselves are responsible for cooking your order. That means that if you want to make sure their food won't affect your allergies, they're the best people to get in touch with. Additionally, the restaurant is best placed to answer your questions about allergenic ingredients used in your meal and how they are cooked, i.e. whether shared fryers and grills are used.
Why should I have to contact the restaurant if I have an allergy? Why can't EatNow check?
Because we're not prepared to put your health at risk. The only person who can tell you exactly what's going into your food is the chef cooking it for you.
Even if we confirmed a restaurant's menu was safe for people with allergies, they could always change their ingredients at a later date. Then we'd be giving you out-of-date information. We can't take that risk with your health.
I have a question that is not listed above. Who can I speak to?
That’s why we’re here. Our team are really friendly and want to do what they can to make sure you have a great eating experience. You can call us on 1300 718 924, or visit the Contact Us page and complete the form. We aim to respond to all web contacts within 24 hours.