Upon your refund request is accepted, you will receive a notification via the Octopus App, or you can check the notification message in the App directly within 3-5 days. Customers who pay by Octopus cards can tap the card to collect the refund, while who pay by O! ePay can receive the refund in the O! ePay account directly. If Octopus card users fail to collect the refund within the collection period mentioned in the notification, the refund will be cancelled without further notice. You have to contact us directly for further arrangement in that case.
You can earn the maximum of Credit Points below,
- Sign Up to earn 5000 Credit Points.
- Ordering Food Spent every HKD $1 to earn 1 Credit Point.
- Invite Friends to earn 100 (Your Friend Signed Up)+1000 (Your Friend Ordered First meal) Credit Points for each friend.
- Reviews – Rate your meal to earn 100 Credit Points.
- Ordering in Birthday month to earn 100 Credit Points for each order.
We are also giving Extra Points to WhoEat members in every month.
The restaurant is responsible for the quality (taste, temperature, etc) of your food.
If you are not happy with your order, please leave a review to improve the restaurant’s quality & service.
How can I leave a review?
Find the order confirmation email with login WhoEat Account and click on “Rate My Meal”
OR
Log into your WhoEat Account, select My account, then click on My order & Rate My Meal, find your last order and click on “Rate My Meal”
You will earn 100 Credit Points after leave a Review.
The advantages of your account are multiple:
- You can change your personal details and password.
- Can add five addresses for delivery different places, at home, at work or with friends.
- All your orders history is saved.
- list of all your favorite restaurants.
- Rate My Meal to earn Credit Points and check reviews history.
- Invite Friend to earn more Credit Points.
- Checking your Credit Points to redeem our Rewards.
If you cancel your order in time (before the restaurant is proceeding to cook the order), or if WhoEat.hk or the restaurant cancels your order, the paid amount will be refunded to your bank account or credit card. Depending on the chosen payment method this process can take up to 10 working days maximum.
Please note, If you wish to cancel your order but the restaurant already proceeded to cook and deliver your order, we will be unable to refund your payment.
We’re really sorry that your order wasn’t delivery on time. We work closely with restaurants to help them to hit delivery times, and your feedback is a vital part of that.
The best way to share your thoughts with us and the restaurant is to leave a review. Here you can rate the restaurant for their delivery time, quality and service. You can also leave your thoughts here in writing.
To leave a review, just find the order confirmation e-mail with log in WhoEat account and click ‘Rate My Meal’.
Giving feedback helps improve service, and it also helps other WhoEat users choose where to order from.
Each restaurant on WhoEat.hk determines their own delivery area. This means that the each restaurants delivery area varies. The restaurant has to communicate the correct delivery area to WhoEat.hk. No restaurants found in your area? Recommend your favourite takeaway restaurant to WhoEat.hk and we will contact them as soon as possible.
On average, it takes 45-60 minutes from the moment when the order is placed until the moment it’s delivered. The delivery time can vary from one restaurant to another and depends on the number of orders the restaurants has to prepare. Keep in mind that on Sundays, it may take a little longer as restaurants are very busy. It is also possible to select the time you wish to receive your order. You can select this on the checkout page. The selected time will be noted in the confirmation email. If ever a restaurant can’t deliver at the requested time, they must contact the customer a.s.a.p. to inform them of the delay.
If your order was not delivered on time, please contact our customer service at 2719 0404.
Having your order rejected sucks, and we’re sorry this happened. We know this can be confusing, but don’t worry, your money is usually returned to you in 10 working days. Let us explain what has happened…
- When you make an order, your payment is reserved so that the restaurant can start cooking your food with confidence
- If a restaurant is unable to cook or delivery your food on time for whatever reason, they may reject it (we don’t like this and actively work to stop restaurants from doing it)
- As soon as this happens, we let you know and start the process of returning the money to your available balance automatically. This usually takes 10 working days.
We know this is a pain, but it’s the best way we can make sure that restaurants can cook with confidence. We actively contacts restaurants that reject orders to find out why, so it should happen less and less in future.
If the money isn’t back in your account after 10 days, or if you aren’t sure what’s going on, get in touch with us and we’ll take a look right away. Keep in mind that we can’t speed the process up.
There are four simple steps to order food online on WhoEat.hk:
Step 1: Typing your street, building or village name in the delivery address box.
Step 2: Choose a restaurant. The categories will help you to make your choice quickly.
Step 3: Select the products you would like to order by clicking on the plus sign. Once you are ready to place your order, click on ‘Checkout’ just below your shopping list.
Step 4: Please log in or sign up and just fill out the required details for the delivery and payment then click on ‘place order’.
Always make sure you have entered a correct phone number in case the restaurant wants to contact you about your order. Orders without a valid phone number will not be processed by the restaurant. After you have placed an order, you will receive a confirmation email once the restaurant accepted your order. Please keep this information in case you need to contact us regarding your order.
When you select ‘Place Order’, your bank checks your account to see if you have the funds available to make the order. They then reserve the money for this transaction before it’s complete – the money is still in your account, just not in your available balance.
At this stage, WhoEat haven’t taken any money from your account.
Once the order has been accepted, WhoEat will then process the transaction and remove the funds from your account.
Reviews! WhoEat Members recommend thousands of restaurants every day, letting you know what’s good and what’s not.
Once you’ve popped in your delivery address, you’ll see restaurants have a star rating. The more stars, the better. To get the real low-down click the stars to see individual reviews. Power to the people!
When you’ve had your takeaway, leave a review! You can help rest of WhoEat by letting them know which restaurants are good, and our restaurants by letting them know what needs to be fixed. Reviews are the best way to ensure you get a great meal, delivered on time to your door.
Not sure how to leave a review?
Find the order confirmation email with login WhoEat Account and click on “Rate My Meal”
OR
Log into your WhoEat Account, select My account, then click on My order & Rate My Meal, find your last order and click on “Rate My Meal”
You will earn 100 Credit Points after leave a Review.
Sometimes, mistakes happen! Items are either incorrect or missing. If something needs fixing, you can:
- Check your order confirmation email to make sure your item was listed
- Call the restaurant direct giving them the opportunity to rectify the problem
- Otherwise, we’ll be happy to contact the restaurant on your behalf to find out what’s happened.
Don’t worry – If an order number is displayed on your screen, that is an indication that your order has been submitted. The confirmation email may be in your ‘spam’ rather than in your inbox or there may just be a technical glitch, your order has probably gone through and there’s just a delay in your confirmation email.
If you want to check,or view your recent orders.
Go to the “My Account” page and select “My Orders”. If it’s there, it should have gone through.
Of course! Just remember – the minimum delivery time for any restaurant is 45-60 minutes after your order has been placed. You can pick any time after that.
To pre-order, just select the date and time you want your food delivered from the drop down menu before you actually place your order.
If you don’t select a time, the order is delivered as soon as possible. The restaurant will confirm the exact time on your confirmation email once they have received the order.
There are four simple steps to order food online on WhoEat.hk:
Step 1: Typing your street, building or village name in the delivery address box.
Step 2: Choose a restaurant. The categories will help you to make your choice quickly.
Step 3: Select the products you would like to order by clicking on the plus sign. Once you are ready to place your order, click on ‘Checkout’ just below your shopping list.
Step 4: Please log in or sign up and just fill out the required details for the delivery and payment then click on ‘place order’.
Always make sure you have entered a correct phone number in case the restaurant wants to contact you about your order. Orders without a valid phone number will not be processed by the restaurant. After you have placed an order, you will receive a confirmation email once the restaurant accepted your order. Please keep this information in case you need to contact us regarding your order.
You can add a discount voucher to your order, when on the payment screen. By clicking on ‘I have a discount voucher‘ then will open in which you can insert your voucher code. The discount on your order will be calculated instantly.
Our vouchers can only be used in combination with an online payment. Vouchers can never be paid out in cash.
When processing online payments on WhoEat.hk, we use secure SSL pages. This means that these pages ensure the protection of your personal and payment details. This way you can be sure that this information is only visible to you and us for the processing of your order and your information is preserved in a series of served protected by encryption to 128 bits and a firewall.
The order arrives in our system and is directly sent to the restaurant you have ordered from. After a few seconds the restaurant receives your order by WhoEat App, WhoEat Box, WhoEat Panel, or Email. This way you can always be sure that your order will be correctly sent to the chosen restaurant. Once the restaurant has received all the details of your order, it is their responsibility to prepare and deliver your meal. WhoEat.hk is only responsible for the communication of the order, not for the final product (service, quality of the food and delivery).
If you have an allergy that could harm your health please contact the restaurant directly before you place your order. We can help you do that:
We strongly advise that you also contact the restaurant directly to confirm your requests.
Read the FAQs below for more information about WhoEat’s allergy policies.
Why isn’t WhoEat able to guarantee my meal is suitable for my allergies?
We wish we could, but the takeaways 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.
Why should I have to contact the takeaway if I have an allergy? Why can’t WhoEat 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 holding the pan.
Even if we confirmed a takeaway menu was safe for people with allergies, they could always change their ingredients at a later date. Then we’d be risking giving you out-of-date information. We can’t take that risk with your health.
How does WhoEat make sure the allergy information on WhoEat is correct?
When a takeaway signs up to WhoEat, they have to provide us with up-to-date menu information. We then include this on their WhoEat page. If something isn’t clear, we double-check the information with the takeaway before it’s published on WhoEat.
How do I get in touch with a takeaway?
Contact us using Live Chat or any of the other methods found here: [Link to contact us page]. Please state clearly to your WhoEat customer service adviser that your query is related to allergen information.
Aren’t food businesses required by law to provide information about certain allergens?
Definitely, but this law applies to the takeaways themselves – the takeaways are independent businesses from WhoEat.
Takeaways usually give customers access to this information by making it clear you can obtain allergy information by contacting a member of staff.
But remember – we’re always happy to do whatever you need to put you in touch with a takeaway to discuss allergy information.
Does WhoEat do anything to help takeaways comply with the law?
We are working closely with the Food Standards Agency and other industry authorities, to help raise awareness among takeaways about their obligations and how they can provide the best service to customers with allergies.
Your options are pretty straight forward, cash on delivery / collection, or card payment.
We accept are Debit card, MasterCard, Maestro, Visa & Paypal.
Once you’ve finished selecting your food just select ‘Place Order’. Then you’re on the payment screen, and you have three options. You can select pay by Card, PayPal or Cash. Once the payment is confirmed, your order arrives in our system and is directly communicated to the restaurant.
