Customer Support Centre Policy

Overview:

This document outlines the requirements for the Support Centre during live orders and post-order completion on the Dinebd platform. It details key features, user support timelines, and communication channels.

Dinebd offers comprehensive customer and partner support through a three-way communication system:

Users can contact Dinebd for support related to food delivery, takeaway, table bookings, homemade food, catering services, or other services within the Dinebd platform.
Users may also contact restaurants directly for order-specific support.
Partners can reach out to Dinebd for assistance or any support needs.
Dinebd ensures prompt resolution of support issues and provides timely responses to both customers and partners.

User Support:

Customers can access Dinebd support from the “Order Status” page or via the “My Account” section under the Support Centre. From there, customers can report issues or track previous support requests through the Dinebd Support Centre.

Dinebd’s Support Centre provides assistance for active orders related to table bookings, food delivery, takeaways, homemade food, or catering services. However, no support is available for cancelled, rejected, or timed-out bookings or orders.

Support is available from the moment an order or booking is generated until the order status is marked as complete.
Post-order support is also available depending on the type of service provided.

Food Delivery Customer Support Timeline

For food delivery orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a food delivery order is placed until the order status is marked as complete.
Customers can also receive additional support for food delivery orders via the Dinebd app for up to 48 hours after the order has been completed or delivered.
For assistance beyond 48 hours after the order is completed or delivered, customers are advised to contact Dinebd directly.

Takeaway Order Customer Support Timeline

For takeaway orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a takeaway order is placed until the order status is marked as complete.
Customers can also receive additional support for takeaway orders via the Dinebd app for up to 48 hours after the order has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Homemade Orders Customer Support Timeline

For homemade orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a homemade order is placed until the order status is marked as complete.
Customers can also receive additional support for homemade orders via the Dinebd app for up to 48 hours after the order has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Table Booking Customer Support Timeline

For table bookings, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the moment a table booking is generated until the booking status is marked as complete.
Customers can also receive support for table bookings via the Dinebd app for up to 48 hours after the booking has been completed.
For assistance beyond 48 hours after the order is completed, customers are advised to contact Dinebd directly.

Catering Service Customer Support Timeline

For catering orders, customers can access Dinebd support through the app via the “Order Status” page or the Support Centre in the “My Account” section.

Support is available through the app from the time a catering order is placed until the order status is marked as complete.
Customers can also receive additional support for catering orders via the Dinebd app for up to 72 hours after the order is completed.
For support beyond 72 hours after the order is completed, customers are advised to contact Dinebd directly.