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Customer’s Frequently Asked Questions

Customer’s Frequently Asked Questions
  • What is Propagrub?

    Propagrub is a new revolution for food delivery, supporting your local chefs and street food traders.

    Use Propagrub to choose the food you want and watch it get delivered right to you.
  • How does Propagrub work?

    The Propagrub app connects you with local chefs, order your favourite food delivered to your doorstep.

    All you need to do is: 1. Download the app and add your delivery address 2. Enter your drop-off address 3. Choose your order from a variety of chefs 4. Place your order and watch your meal be prepared and delivered!

    Note: If you want to, you can also order up to 24 hours in advance with a scheduled delivery.

  • Is ordering through Propagrub safe during Covid-19?

    Propagrub has a focus on providing the safest service possible to: customers, riders and chefs. Contact-free delivery is available, guidelines for chefs on how to run delivery-only kitchens hygienically and guidance for riders on safe and secure delivery is also available. It’s important to note that the European Food Safety Authority has said that there is “no evidence that food is a likely cause or route of transmission of the virus”. 

  • How much does Propagrub cost?

    For each order, you'll pay the cost of the food, any applicable taxes, and a Propagrub fee.

    Each chef decides how much it wants to charge for its food. Chef prices and offers may vary from what you see when you visit the chef in person.
  • How does contact-free delivery work?

    Customers can choose ‘Contact-free delivery’ at check-out on the Propagrub app. Delivery drivers will be able to see when a customer has selected this option in the order’s delivery notes and will then follow a simple process to ensure there is no contact when the food is delivered.

    Drivers will be asked to let the customer know they have arrived, place the order outside their door, step a safe distance back and wait nearby for the customer to collect the food before the order can be completed. 

  • When and where is Propagrub available?

    Propagrub is available in London, England and is growing. Note: Hours of operation are set by individual chefs.

  • Am I expected to leave a tip?

    TIP stands for To Insure Perfection, it is never required for customers; however, you can add a tip as an extra way to thank your delivery partner for their work and efforts. For feedback regarding items in your order, you can rate the order and chef. We offer the choice to tip your delivery partner through the Propagrub app, 100% of the tip goes to the delivery partner.

  • Why doesn't Propagrub accept cash?

    We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for drivers too. You can tip your rider through the Propagrub app after you have received your order.

  • How is the delivery time calculated?

    This fee varies based on your location. You pay less for nearby chefs, and you'll always know how much before selecting a restaurant.

    Our system takes the available routes for every delivery into account. 

    The stated delivery time is our best prediction but is not a guarantee, based on: the distance, traffic, diversions, hills, how busy the chef is, the order size and other factors when calculating every fee. This means you should always see fees that reflect the effort required for every delivery.

    Note: some chefs use their own delivery drivers, if this is the case, they will set the delivery fee.

  • Where should I meet my delivery person?

    There are 3 delivery options when receiving your order: 1. Leave at door - Your order will be left at your door. 2. Meet at door - The delivery person will meet you at your door. 3. Pick up outside - You'll meet your delivery person outside. To get started, select your preferred delivery option, then follow the on-screen prompts to update your delivery details. Note: If you have other special delivery instructions, you can include them before confirming your order.

  • Can I change my delivery address when my driver is on their way?

    Yes, this is available via the app, follow the guidance under help. You can contact your driver directly when they are on the way, be sure to give them clear instructions. 

    Please note if the address is farther than your original address, your delivery fee may change.

  • Can I contact my delivery person before drop-off?

    Once your order is on the way, you can contact your delivery person directly by tapping ''Contact'' on the order tracking screen. This is often the best way to coordinate an exact drop-off spot if you're unsure where it will be. Keep in mind that your delivery person may be driving and may not be able to answer the phone or write a message.

  • How does the delivery charge work on Propagrub?

    These fees are part of the delivery charge, which is charged by the chef and may include: Delivery fee This fee varies based on your location. You pay less for nearby chefs and you'll always know how much before selecting a chef. Service fee A fee that changes based on your order's size, typically 10% of the basket, calculated on the total before any promotions or discounts are applied. A minimum and/or maximum amount may also apply to the Service fee as displayed on the fee’s information screen. Small order fee For most restaurants, a fee will apply to orders under a certain amount. Chefs may set their own fee, so the amount varies. You can remove the fee by adding more items.

  • How does the delivery process work?

    When the delivery person arrives at the delivery address, they attempt to contact the customer. The app also notifies the customer of these attempted communications. The delivery person also waits for a reasonable amount of time at the delivery address. If the delivery person is unable to deliver the order, the app provides a notification of the attempted delivery that wasn't completed successfully. All these contact attempts will appear in the app. If a delivery person isn't able to deliver your order in these circumstances, you are charged for the order.

  • Service Fee

    Propagrub charges a service fee, which you will be able to see whilst checking out your order. The purpose of this fee is to allow us to provide a great customer experience and to add new futures to the platform for your benefit. 

  • Small order fee

    The chef can decide to set a ‘small order fee’ to every customer order. For example, if your order value is £7 but the chef has set a minimum fee of £10, the order will be topped up with a fee. You can avoid this fee by adding more into your basket.

  • How can I reorder food that I've ordered before?

    Tap the profile icon at the bottom of the screen, then order history to see a list of your past orders. Find the order you'd like to have again and tap reorder. This will add the same list of items to your cart, so you can do a final review before placing your order again.

  • What times can I order for?

    We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the app to see which restaurants are available in your area.

  • How do I redeem a voucher code?

    If you have a voucher code, you can redeem this in the app. 

    If you’re using the app, go to your account and add the code into the ‘Enter a Promo Code’

  • What is a Pick-up order?

    A Pick-up order is when you place an order through the app and you go to the merchant to collect it. You'll be able to see the different order stages and know exactly when the order is ready for you to collect. NOTE: Pick-up is only available in certain locations.

  • What if I can't find the merchant?

    If you're having issues locating the merchant you ordered from, reach out to them directly for further assistance via the Propagrub app chat.

  • How do I order Pick-up?

    1. Open the app 2. Choose the "Pick-up" option 3. Select "ASAP" order or "SCHEDULED" order. You'll then be shown the prep time, distance, price and rating for merchants with a Pick-up option. 4. Once you've placed a Pick-up order, you'll be notified when the merchant accepts the order, the estimated time the order will be ready, and when the order is ready for collection.

  • Where is my order number?

    The order identification number is located at the top of the tracking screen below your first name and last initial and on the receipt. Every order has an order identification number to help you check that you're picking up the right order. When you pick up the order, verify your order identification number with the merchant.

  • How will I know when to collect my Pick-up or Dine-in order?

    The app will notify you when the order is ready.Can I order multiple meals, or from multiple restaurants, in the same order?

    You can order multiple items from the same merchant, but you cannot order from multiple merchants in the same order. However, if you do want items from multiple merchants, once you place your order, you can then order items from a different merchant while your current order is being prepared and delivered. Please note that each order will include its own delivery fee.

  • What is the Propagrub cancellation policy?

    An order can be cancelled before the chef has accepted it. To cancel an order, tap "Cancel Order" in the order tracking screen.

  • How can I cancel after the restaurant has accepted my order?

    If you would like to cancel your order after the chef has accepted it, you would need to the chef to confirm the cancellation. Please note, if the chef has begun preparing your order, we would be unable to cancel it without a charge.

  • What if I have food allergies and/or want to change the order?

    For most Propagrub orders, you can request modifications to a dish's ingredients and preparation. Use the Special Instructions field to include any food allergies you have or requests to have a dish prepared. Alternatively contact the chef directly. 

    You can also contact us at support@propagrub.com or from within the app directly. 

  • What if I have allergies?

    If you have particular allergies and are apprehensive about any items on a menu, please check the chefs notes. For additional information contact the chef directly before placing an order. For any additional questions, please contact the chef prior to ordering.

  • Food damage and / or quality issue(s)

    We're sorry the food you received didn't meet your expectations. You'll have the opportunity to rate each item in your order, so you can give specific feedback about each dish. Your ratings are an important way for us to ensure that we partner with only the highest quality partners. If you believe the food you received was unacceptable, please share a few details about what was wrong, to support@propagrub so our team can help.

  • I was sick after consuming food. What do I do?

    Please contact us through order help or by sending an email to support@propagrub.com and provide us with answers to the following questions so our team can support you straightaway:

    • Have you been sick after consuming your order?
    • What symptoms did you have?
    • What dish(es) did you eat/drink?
    • When did your symptoms start appearing, and how long did they last for?
    • Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
    • Did anyone else who shared your meal feel unwell afterwards?

    If you could also please let us know if you give consent to pass your contact information (name, phone number, and email) on to the chef for further investigation. Thank you for taking the time to report this incident. Keeping you and other users safe on the platform is a top priority for Propagrub.

  • I found a foreign object in my food. What do I do?

    Please contact us through ‘help’ or by sending an email to support@propagrub.com and provide us with answers to the following questions so our team can support you straightaway:

    • What was the unexpected object you found?
    • Where did you find the object?
    • Did you eat/drink the affected item(s)?
    • Clear photographs of the object and affected item(s)

    If you could also please let us know if you give consent to pass your contact information (name, phone number, and email) on to the chef for further investigation.

  • I had an allergic reaction after consuming my food

    If you experienced an allergic reaction after consuming your order, please contact us through ‘help’ or by sending an email to support@propagrub.com and provide us with answers to following details so our team can assist you straightaway:

    • What dish(es) did you eat/drink?
    • What symptoms did you have?
    • When did your symptoms start appearing, and how long did they last for?
    • Did you seek medical attention? If you visited a doctor, please let us know of any medicine they prescribed for you
    • Do you have any allergies? If so, please list them
    • If you have allergies, did you let the restaurant know about them?
    • Did you check the allergy information before you ordered? If so, please tell us where you found this information.

    If you could also please let us know if you give consent to pass your contact information (name, phone number, and email) on to the chef for further investigation. Thank you for taking the time to report this incident. Keeping you and other users safe on the platform is a top priority for Propagrub.

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

    You can contact the chef directly in the app, the chef will inform you if it is possible for your items to be added to your order. 

  • What if my order is late?

    Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.

  • What if I’m not around when my rider arrives?

    If you think you won’t be at the delivery address in time to receive your order, please let us know by using the ‘help’ button in the Propagrub app.

    Your driver will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our customer service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.

    If we can’t contact you and are unable to deliver the order, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

  • How is the food packaged?

    Packaging always depends on the type of food and chef you’re ordering from. Chefs take great care to use packaging that maintains the correct temperature for as long as possible.

    If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact the chef directly. 

  • What do I do if I have a charge I do not recognise?

    Unrecognised charges can often be due to somebody you know using your payment method for example a friend or family. Please check to see if they may have used your card to place an order via Propagrub before submitting an unrecognised charge claim.

    Otherwise please contact us on support@propagrub.ccom and we will investigate this further. 

  • How do I check the status of my refund?

    If your refund was processed within 8 hours of placing your order, the payment will show as cancelled. This means you were never actually debited for your order. Instead, the funds for this transaction would have returned to your bank account after 72 hours.

    If you've paid for your order with card and part Propagrub credit, the refund will reflect the ratio of credit to card payment that was used to place the order.

  • My Whole Order is Wrong

    If you didn't receive your order (because it appears you received someone else's order), let us know here. We'll review and determine next steps 

  • Wrong or missing items

    If the order you received included incorrect items or was missing food, please let us know here. Please be sure to advise of the exact missing or incorrect item(s) in your order and include an image of the order you received. 

  • Complaints about a driver

    If you had an issue with one of our drivers, please provide us with the following details in an email to support@propagrub.com:

    • a short description of the incident;
    • location of the incident (town/city and street);
    • time and date of the incident (the more specific, the better);
    • whether this was a Cyclist/Scooter/Motorbike/Car; and 
    • anything else that can help us to identify the rider.

    We will investigate the matter and a member of our team will reach out to you as soon as possible. Thank you for taking the time to report this incident. Keeping you and other users safe on the platform is a top priority for Propagrub.