Why is Chatfood partnering with Careem?

Chatfood is on a continuous mission to become a one-stop solution for restaurants that want to take control of their operations. With this partnership, we aim to give you access to Careem’s sophisticated fleet of riders, while you still drive commission-free orders. This is to ensure on-time and smooth deliveries to your customers. Best part? No intervention is required on your part! No lengthy contracts to read or commercial deals to negotiate; ChatFood takes care of the setup so you can focus on your customers 🙌

What is the area and distance covered?

Dubai: Up to 15 km from any location.

Abu Dhabi: See map below (scroll down for list of areas covered)


What is the price of the service?

Distance

Cost

Suggested delivery fee to your customers

Net cost for your business

0-15 km

AED 16

AED 8

AED 8

15-20 km*

AED 21

AED 13

AED 8

Delivery fees are deducted on every payout. We suggest adopting the above scheme when setting the delivery fee to your customers.

*Note: Pricing for orders with delivery distance 15-20 km is effective August 15th, 2022.

How does it work?

After you accept an order on your dashboard, the button will show up. Just click on the green "Request Driver" button, and you're all set!

How do I ensure my orders are within the 15-20 km range?

For a general guide on setting up delivery areas on ChatFood, refer to this article.

As for checking the delivery distances, follow the below steps:

a) Go to Google Maps

b) Type in your store's location (see example below) then click on "Directions"

c) The below screen will show up. Click on the "reverse arrows" button.

d) Type in the delivery area's name and check the distances calculated by Google Maps

e) If the area is within 20 KM, make sure it is activated on ChatFood. Otherwise, deactivate it to avoid issues with Careem delivery, as riders will call the Careem rider support center to cancel the order if it is above 20 km.

Note: We advise setting 15 KM as your delivery limit to ensure the food arrives in good state and in a timely manner.

Can I cancel the rider? What is the cancellation fee?

To cancel the rider, you need to cancel the order from the dashboard.

If the rider request is cancelled within 5 minutes, there will be no cancellation charge.

If the rider request is cancelled after the 5-minute grace period, you will be charged an AED 8 cancellation fee. This will be deducted on every payout.


Will my restaurant be listed on Careem's marketplace?

No, your restaurant won’t be listed on the Careem app if you request Careem riders via your Chatfood dashboard. You will be benefiting from Careem’s on-demand drivers, 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 my direct Chatfood orders with Careem riders?

No commission will be charged, only the delivery fee.



Does Careem deliver in other emirates?

Careem only covers Dubai and part of Abu Dhabi for now. If you have an outlet in other emirates and would like to enable delivery, please reach out to us on [email protected] and we will activate talabat delivery services for your outlet. For more about our partnership with talabat, please read here.



Will Careem have access to my Chatfood order data?

No. Careem only receives the necessary details to deliver the order (the delivery location, customer contact info)



Will I have access to the Careem dashboard?

Since orders are centralized via Chatfood, you will not need direct access to the Careem dashboard.


Will I have access to the Careem rider's contact information?

Yes, you will be able to view their name and mobile number.

Can I track the rider?

Yes, to view the rider's live location, click on "view on map"


Are the Careem Captains available 24/7?

Careem Captains are only available between 7 AM and 3 AM GST.

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

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

Who do I contact for support?

You can email us on [email protected] mentioning the order ID and the inquiry. As another option, the Careem support hotline is available from 8 AM - 2:30 AM and can be reached on +971 4 279 0334.



How can I avoid orders being delayed to my customers?

Ideally, the rider should not be waiting for more than 7-10 minutes at your store. If more time is needed to prepare the order, the recommended best practice is to delay the assignment of a rider to the order.



What happens if the rider is late to show up to the store to pick up the order?

Please escalate to us on [email protected] mentioning the Job ID. Upon reviewing the trip activity, captain history and merchant history, Careem will refund the delivery fee if the captain is at fault. As another option, the Careem support hotline is available from 8 AM - 2:30 AM and can be reached on +971 4 279 0334.



What happens if the rider does not show up?

If, for any reason, the order was assigned but the captain does not show up, the delivery fee will be refunded. If no captain was assigned, the delivery fee will not be charged in the first place.



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

Please escalate the case to [email protected] mentioning the Job ID. If the case is submitted within 24 hours and the investigation finds that the food spilled due to the captain (and not the packaging), Careem will refund the food cost up to 50 dhs. As another option, the Careem support hotline is available from 8 AM - 2:30 AM and can be reached on +971 4 279 0334.



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

Please escalate the case to [email protected] mentioning the Job ID. Upon reviewing the trip activity, captain history and merchant history, Careem will refund the food cost up to 50 dhs if the captain is at fault. As another option, the Careem support hotline is available from 8 AM - 2:30 AM and can be reached on +971 4 279 0334.



What is the penalty if the rider waits too long at my store?

For now, Careem does not charge a penalty for rider delays at the store; however, since it only take a few minutes for a rider to show up, please ensure to request a rider only when the food is nearly prepared. Ideally, the rider should not be waiting for more than 7-10 minutes at your store. If more time is needed to prepare the order, the recommended best practice is to delay the assignment of a rider to the order.


What areas are covered in Abu Dhabi?

  • Airport Road

  • Al Aman

  • Al Bateen

  • Al Danah

  • Al Manhal

  • Al Markaziyah

  • Al Maryah Island

  • Al Mina

  • Al Muntazah

  • Al Mushrif

  • Al Muzoon

  • Al Nahyan

  • Al Naser Street

  • Al Qurm

  • Al Ras Al Akhdar

  • Al Reem Island

  • Al Safarat

  • Al Zahiyah

  • Delma Street

  • Electra Street

  • Grand Mosque District

  • Hamdan Street

  • Karamah

  • Khalidiyah

  • Liwa Street

  • Muroor Street

  • Najda Street

  • Port Zayed

  • Tourist Club Area

  • Khalifa City

  • Al Maqta

  • Masdar City

What if I have a big order that requires more than one rider?

At the moment, our integration with Careem only supports one rider per order.

How can I ensure that I get a rider on a motorcycle and NOT on a bicycle?

Careem riders do not deliver food on bicycles.

Are there any additional charges to using Careem Box with Chatfood?

No, this is a pay-as-you-go service. No additional charges/fees will be applied other than the delivery fee.

Interested in starting with ChatFood & Careem? Reach out to us.

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