Ordering

If you weren’t there when the driver arrived

If the driver arrives and can’t find you, we notify you and they wait a few minutes. If you don’t show up, the order is closed and you see it in your order.

How it works

When the driver reaches your door and can’t find you, they tap “Customer isn’t here”: we notify your phone and they wait a few minutes while messaging you in the chat.

If the wait ends and you don’t show up, food paid on delivery isn’t left at the door: the driver closes the order and your order shows “Order canceled.” The cost of the food stays as an outstanding balance with Divoox, which you resolve with support before ordering again.

For card orders with a PIN, the food isn’t left alone either: the driver closes the order with a photo of where they waited, and your order shows “We couldn’t deliver your order” with that photo.

If something went wrong (the address was right, nobody notified you), write to us from that same order with “Problems with your order? Tell us.”

Steps

1. Keep your phone handy while your order is on the way.
2. If we tell you the driver arrived and can’t find you, go out to meet them or message them in the chat.
3. If you didn’t make it in time, open your order to see what happened and, if something went wrong, tap “Problems with your order? Tell us.”