Please take note of the following:

1. Distances are calculated as Manhattan distance (driving distance), not aerial.

2. You can deliver to any distance inside the geofence relative to your store(s) location(s). Orders outside the geofencing for a given store cannot be served.


3. Delivery fee per order varies per distance and is deducted on every payout. The tiers are as follows:

Manhattan Distance

Driving Distance Estimation

Cost

Suggested Delivery Fee

Net Cost for your business

0-12km

0-15 km

AED 16

AED 8

AED 8

12-18km

15-23km

AED 23.5

AED 15

AED 8.5

More than 18km

More than 23 km

AED 27

AED 18

AED 9

4. Only online payments are accepted — no cash or card on delivery.

Which Emirates are covered?

Our partnership with Talabat supports deliveries in all emirates except Dubai. If you would like to deliver in Dubai, you can click on the green "Request rider" button, and a rider from Careem's fleet will be assigned to your order. For more information about our delivery partnership with Careem, please read here.

Will my restaurant be listed on Talabat’s marketplace?

No, your restaurant won’t be listed on the Talabat app. You will be benefiting from Talabat logistics only, while still receiving commission-free orders directly to your Chatfood channel. Every restaurant owner's dream :)

Will I get charged a commission if I deliver through Talabat?

There will be no commission. You will only be charged the delivery fee.

How do I track the rider?

Only your customer can track the rider via a link sent by SMS.

Will Talabat have access to my customers’ details?

No. Talabat only receives the necessary details to deliver the order (the delivery location)

Can I use Talabat logistics for cash or card on delivery orders?

Orders sent directly to your ChatFood channel and delivered by Talabat can only be paid online.

Can I stack orders with one rider? (e.g. 2 or 3 orders with 1 rider within the same/near geographical fence)

No, you can only hand over the order for which the rider was requested. The rider will not be able to pick up orders which are not showing in their application. No escalations related to offline orders will be handled.

How can I ensure that my food quality will not be compromised?

The Talabat fleet follows all RTA regulations. They have bike boxes for the rider to keep the order safe, which also comes with another insulated bag in which the order is kept. Essentially, there are 2-3 layers of bag and boxes packaging to keep the order safe.

Riders are also trained and given refresher training every month to ensure they follow best practices for food handling.

They have thermal bags, hot and cold drink separators, and specific bags for different food items (smaller bags for general items and larger bags for pizzas and bigger orders, etc). They are trained to drive carefully when handling such types of orders.

How can I best avoid rider delays?

The best practice is to request the rider when food preparation starts, especially during peak demand times.

What happens if the rider does not show up?

Following best practice, you should request the rider when the order goes to the kitchen i.e as soon as food preparation starts. If the rider was assigned and didn't show up, Talabat will refund the food cost (28% of the order value).

In the rare case that the food spills/crashes, will I get refunded?

Reach out to Talabat 24/7 support hotline [045219807] and mention the Talabat Job ID in question.

Talabat’s support team will give two options:

1- Re-delivery which needs to be confirmed with the user

OR

2- Refund. To avail of this option, submit your request to [email protected] and their support team will investigate the case. Note that it’s always best to share evidence of food damage and spillage in such cases.

In the rare case that I face misconduct from a Talabat rider, where can I report it?

Reach out to the Talabat support hotline [045219807] to relay your feedback. Talabat will investigate the case and deal with the rider.

How can I request more riders for big orders?

Please call the Talabat Logistics support hotline [045219807] for this case.

What happens if the rider comes early despite the set preparation time?

The average arrival time is 12 minutes from the time of requesting a rider. For now, please make sure to request the rider 10-15 minutes before the food is expected to be ready. We are exploring ways to automate the preparation time communication and have it at the order level.

In the rare case that the food is collected but doesn’t reach the customer, will I get refunded?

This is an extremely rare case wherein the rider is not able to reach the customer or fails to deliver the order due to an emergency.

Reach out to Talabat 24/7 support hotline [045219807] and mention the Talabat Job ID in question.

Talabat’s support team will give two options:

1- Re-delivery which needs to be confirmed with the user.

OR

2- Refund. To avail of this option, submit your request to [email protected] and their support team will investigate the case. Note that it’s always best to share evidence of food damage and spillage in such cases.

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