FAQ

 

FREQUENTLY ASKED QUESTIONS

Here are the answers to your most common questions
USING MR D FOOD
  • How does DELIVA work?

    The Fastest, Simplest and Smartest way to order. Do you have an iPhone or an Android phone? If the answer is yes, the rest is easy. Download the app from the Apple App or Google Play Stores, choose your location and we'll present you with personalised location-based restaurant offerings.

    If you don't have a compatible phone or you don't like apps you can place your order from the comfort of your browser. Simply enter www.deliva.co.mz, find your location and get ordering.

  • What areas do we service?

    Currently we are active in the following areas:

    • Sommershield
    • Polana
    • Alto Mae
    • Baixa
  • How much does delivery cost?

    We charge a simple fee per delivery!

  • What kind of restaurants are listed on DELIVA Food?

    Any kind really. Ultimately we want to offer our customers the widest possible choice of restaurants that they can order their meals from. All of our app customers' experiences are star rated ultimately providing a user curated restaurant listing.

    We'd love to hear from you if your favourite restaurant is missing. Just ping us a message to ola@deliva.africa

  • Why is a particular restaurant not available for delivery?

    DELIVA is all about you and where you are. Each customer gets a personalised list of delivery restaurant options within a limited distance of their location so that we can provide the best service and ensure maximum freshness and deliciousness of your food. Our new Quality Policy limits the restaurants for which delivery is available to within a 5km radius of your location, to make sure we get food from the restaurant to you within 15 minutes.

  • Why don't I see any restaurants for delivery on the App?

    In order to provide you with fast delivery times we have limited the distance that food can travel from the restaurant to the customer. The option to deliver will only be available if a restaurant is within a 5km radius from your location. This is in line with our new Quality Policy to make sure we get food from the restaurant to you within 15 minutes.

    Besides, your area may not have been transitioned to the new Mr D Food. Please check out our "What areas do we service section".

  • What services does DELIVA offer?

    We offer the ability of ordering food for delivery or self-collection. Think of Mr D Food as the go to place for all your takeout needs. With user rated listings you can be sure to find the best your local restaurants, be it a backstreet burger joint or a snazzy steak restaurant, have to offer.

  • What times can I order for?

    We deliver every day from 10 am to around 22:00. It depends on the area, the day of the week and of course the relevant restaurant's opening times. Also, we now deliver for breakfast from 7:30, Monday to Friday and from 9:00 on Saturdays in our most central areas. Our breakfast offering will certainly continue to grow so please check back frequently.

  • How is the food delivered to me?

    Once you place an order, the restaurant receives your order. They then confirm your order by indicating a food preparation time. From there our driver is dispatched to collect your order and to drop it off directly at your location.

  • How long does delivery take?

    We deliver to you within 15 minutes from when the food has been collected at the restaurant. Currently our average delivery time is at 34 minutes. Considering usual preparation and driver at restaurant times, you can expect your food within 45 minutes though. During busy times with high driver demand and longer food preparation times, this may take around 1 hour. In essence, we have optimised the last piece of the delivery, when your delicious hot food is in transit.

  • Can I see where my order currently is?

    All orders placed on the app provide you with a detailed view where your order currently is. You'll be notified once the restaurant accepts the order and whether they could stick to their suggested preparation time. You will then be notified once your food has been collected at the restaurant. Lastly, a notification informing you that your driver is nearby will be provided. The driver will press a virtual "doorbell" to notify you on the app that they are outside your door. You'll also receive updates should we have hit an unforeseen bump in the road.

  • What form of payments does DELIVA accept?

    It might be 2017, but yes we take Cash on Delivery. For the full cashless experience we would really like you to use your Credit or Cheque card on our mobile apps where you can pay safely and securely. It also provides a safer working environment for our driving waiters. In case orders are rejected we immediately process your refund.

  • Is there a minimum order value?

    Yes, it is typically R65 for delivery orders. There is no minimum order value for Collection orders. Individual restaurants may set their minimum order at a higher value though.

  • How do I redeem a coupon code?

    Coupon codes can be redeemed on the DELIVA app and when ordering through www.deliva.africa The code is applied on checkout.

  • Do you charge restaurant in-store prices for orders placed through DELIVA?

    All restaurants set their own prices on the DELIVA app. Whilst we encourage our restaurant partners to keep their prices on the app the same as their in-house menu, some restaurants still insist on increasing their prices for delivery. We'll keep doing our best to convince them to maintain a level playing field, but should you have further questions about a restaurant's pricing please contact us on info@deliva.africa or through the app's Help section.

  • Can I collect my order?

    Yes, you however need to select the "Self Collection" option when placing the order on the app.

  • Can I place orders in advance?

    Not yet, we will let you know once this feature is available.

  • How is the food packaged?

    The packaging depends on the type of food and restaurant. Packaging is the responsibility of the restaurant. Mr D Food provides best practice guidelines on packaging and we encourage users to rate the packaging. If you have suggestions regarding packaging please contact us on ola@deliva.africa

QUESTIONS ABOUT MY ORDER
  • What if something is wrong with my order?

    Our friendly customer service agents are available at any point of your Mr D Food ordering and delivery experience. You can contact us on ola@deliva.africa or dial 848008104.

    No matter if you placed an order for delivery or self collection. We are happy to assist in resolving enquiries or complaints with the restaurant on your behalf.

  • What if I forgot to add something to my order?

    Unfortunately no changes are possible once an order has been submitted.

  • What if my order is late?

    We always aim to deliver your food within the promised time. When we hear about a delay from our restaurant or our delivery partner, we communicate these to you immediately. Delays can occur through the restaurant taking longer to prepare your order or drivers finding themselves in a moment of unusually high demand. Our team of customer service representatives, logistics operators and drivers is working hand in hand with the restaurants to get the order to you as soon as possible though.

  • What if I am not around when the delivery driver arrives?

    In case you are not available to receive your order at the projected time please let us know by by calling us on 087 362 7400. We will then try to accommodate your request. If our driver arrives at the delivery location and cannot find you, they will always try and call you via phone to arrange the food handover.

    If we cannot contact you and our driver cannot locate you, he or she will wait for 10 minutes until moving on to the next order. In such an instance you are unfortunately liable for the value of the order. Please ensure that your mobile phone is contactable during the delivery phase to prevent such unfortunate situations.

WHAT ELSE SHOULD I KNOW?
  • What is this new Quality Policy?

    In the past, we accepted orders from multiple restaurants. Our research has shown this compromised the quality of the deliveries. Because quality and maximum food deliciousness is our priority, orders are now limited to one restaurant per order. Our Quality Policy also includes limiting restaurants to within a 5km radius of your location, to make sure we get food from the restaurant to you within 15 minutes. We enforce this policy pretty strictly because we want you to be happy. No compromises.

  • Does DELIVA offer solutions for companies?

    Please email us on info@mrdfood.com. Our customer service team is happy to assist in providing you with a solution for your order requirements.

  • Why aren't you delivering to my area yet?

    We are constantly extending the reach of our delivery network and your area may just be next. Please use the "Vote for my area" feature on the Mr D Food app. Furthermore please feel free to send us an email to info@mrdfood.com enquiring on the status for your area. Also check our "What areas do we service section".

  • Why do you need my email address when registering?

    It is your Username to log into the app. Furthermore we require it to send you your invoice. Our drivers are paperless and don't carry any form of printed invoice

  • I did not get an email invoice, what now?

    In case you did not receive an email containing your invoice... typos do happen... please go to your order history in the Mr D Food app or on www.mrdfood.com and select the "Resend Invoice" option. You will the be prompted to check and if required to adjust your email address. Alternatively please send an email to info@mrdfood.com and we'll resend it to your correct address.

QUESTIONS ABOUT THE MOBILE APPS
  • Where can I download the app?

    Please visit the Apple App Store to download the Mr D Food App for iPhone and the Google Play Store to download the Mr D Food App for all Android devices.

  • The map screen in the App does not work?

    While this should be a rare case, it is a known issue with the Google maps interface. Simply rebooting your phone should solve this problem.

    If this does not solve the problem please send an email to info@mrdfood.com and we'll investigate the issue.

  • My coupon code does not work?

    If you received the coupon code through one of our promotion mailers please check the T&Cs at the bottom of the email. Alternatively, send us an email throught the Help section on the app or to info@mrdfood.com with the code and the problem you are experiencing. We'll investigate and get back to you with an answer (or a new coupon code).

  • I should be in a serviceable area, however I only get collection as an option?

    There may be several reasons for this:

    • It is outside our delivery times
    • Our delivery fleet is at peak capacity and momentarily cannot handle any more orders. In such a case please check back in a few minutes.
    • We are experiencing a technical problem
    • Your address data returned by Google is corrupted (i.e. missing suburb, not a valid street name)

    In the latter case please move the pin by a bit. You can change the street number on address validation at checkout. Alternatively type your address differently by entering the street name and number followed by the postal code. This sometimes provides more accurate results.

    Please let us know on info@mrdfood.com or through the Help section on the app should you experience such problems. Alternatively call us on 087 362 7400 and one of our Customer Services Representatives will happily assist you.

  • I live in a Complex / Estate that is not on Google Maps, what now?

    In such cases pin yourself at the entrance to the complex or estate. This address needs to contain the street name and number. When arriving at the "Review Order" screen, you then need to enter the Complex / Estate's name and the Road name and number into the "Building or Complex details" fields.