Help centre — Renoj Eat

Question 1

How do I track my order?

Accepted Answer

Once your order is confirmed, go to Order Tracking from the homepage or your account. You'll see a live map with your driver's location and a real-time ETA. You'll also receive SMS and email updates at each stage.

Question 2

Can I change my delivery address after placing an order?

Accepted Answer

Address changes are only possible within 2 minutes of placing your order, before the restaurant accepts it. Contact our support team immediately via the chat widget and we'll do our best to update it.

Question 3

What happens if my order is late?

Accepted Answer

If your order is running significantly late, you'll receive a notification with an updated ETA. If it's more than 30 minutes late, you're eligible for a delivery credit. Contact support and we'll sort it out.

Question 4

My order arrived with items missing. What do I do?

Accepted Answer

We're sorry about that. Go to your order history, select the affected order, and tap 'Report an issue'. You can flag missing items and we'll issue a refund or credit within 24 hours.

Question 5

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and Renoj Eat wallet credits. All payments are processed securely.

Question 6

How do I get a refund?

Accepted Answer

Refunds are processed automatically for cancelled orders. For issues with delivered orders (missing items, wrong food), report the issue in your order history and we'll refund within 3–5 business days to your original payment method.

Question 7

Why was I charged twice?

Accepted Answer

This is usually a temporary authorisation hold from your bank, not a double charge. It typically clears within 3–5 business days. If it doesn't, contact support with your order number and we'll investigate immediately.

Question 8

How do I reset my password?

Accepted Answer

On the sign-in page, tap 'Forgot password' and enter your email address. You'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive.

Question 9

How do I update my delivery address?

Accepted Answer

Go to Account → Addresses. You can add, edit, or remove saved addresses at any time. Changes apply to future orders only — they won't affect orders already placed.

Question 10

How do I delete my account?

Accepted Answer

We're sorry to see you go. Go to Account → Preferences → Delete account. This is permanent and will remove all your order history, saved addresses, and loyalty points. If you'd like to pause instead, contact support.

Question 11

How do I earn loyalty points?

Accepted Answer

You earn 1 point for every £1 spent on eligible orders. Points are added to your account automatically once your order is delivered. Some promotions offer bonus points — check the Deals page.

Question 12

How do I redeem my points?

Accepted Answer

At checkout, you'll see an option to apply your points as a discount. 100 points = £1 off. You can use points on any order with a minimum basket of £10.

Question 13

Do my points expire?

Accepted Answer

Points expire after 12 months of account inactivity. As long as you place at least one order per year, your points are safe. You'll receive an email reminder 30 days before any points are due to expire.

Question 14

How do I apply a promo code?

Accepted Answer

At checkout, enter your promo code in the 'Add promo code' field and tap Apply. The discount will be shown in your order summary before you confirm payment.

Question 15

Why isn't my promo code working?

Accepted Answer

Codes may not work if they've expired, been used already, or don't meet the minimum order requirement. Check the Deals page for the terms on each code. If you think there's an error, contact support.

Question 16

How do I contact customer support?

Accepted Answer

You can reach us via the contact form on our Contact page, by email at hello@renoj-eat.com, or by phone on +44 20 1234 5678 (Mon–Fri, 9am–6pm). For urgent order issues, use the live chat widget.

Question 17

What are your support hours?

Accepted Answer

Our phone and email support runs Monday to Friday, 9am–6pm. Live chat and the in-app support bot are available 24/7 for urgent order issues.

How can we help?