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Frequently Asked Questions


CONSUMERS AND RESTAURANTS

ABOUT FEAST EXPRESS

What is Feast Express?

Feast Express is an online ordering system for table reservation and takeaway ordering at local restaurants and takeaways. You may access the system either from our member restaurants' websites or our website / mobile apps. Feast Express helps you find your favourite food locally. Reserve table, order a take-away and find great discounts - all in just a few clicks

How do I contact you?

Visit our Contact Us page and send us a message to service@feastexpress.com. One of our team members will be in touch shortly.

Do I need to open an account to use Feast Express?

You can make a booking or order a take-away from our website or with our app. However we will need to get some basic information from you and will save this for you to make re-ordering more convenient.

How can I get my favourite restaurant to be part of your service?

If you've got a favourite restaurant that you'd like to see on Feast Express then we'd love to hear from you. Please email at service@feastexpress.com and we'll do our best to add them to our service so you can easily order from them online.

HOW TO USE THE FEAST EXPRESS WEBSITE AND THE APP

Can I place an order using the Feast Express website?

You can order or book from great takeaways and restaurants on our website. Just go to our homepage and follow the simple instructions. You can also do the same by visits our member restaurant's website who are using our online ordering.

Why should I download the Feast Express App?

Our app makes it so much easier for you to find great food and amazing deals while you're out and about. It's simple to use and designed with busy on-the-go people in mind.

How can I view and interact with the restaurant menu?

Simply select a restaurant from the search results. This will take you directly to the menu.

How do I add an item to my basket?

Tap or click the item you wish and it will be taken at an item details page from where you can make further choices and the item will automatically be added to your basket

How do I change my basket?

Click on your basket icon at the bottom of the screen to view your Basket. Then select the item you wish to edit, and make your changes. Note that your changes are automatically saved when you navigate back to the menu page.

How do I get back to restaurant I was ordering from?

Pressing on back button will take you to the restaurant. Or you can simply go to restaurant search result page.

Can I create a basket with items from different restaurants?

We do not support ordering from multiple restaurants simultaneously. To order from more than one restaurant please create separate orders.

How do I repeat an order?

Previous orders are saved in your Orders' section. Simply visit this section and select Re-order'. You can go to Orders from the landing page or from Navigation button on the top right corner of the app screen.

What payment options are available?

For takeaway order, you have option to pay directly to the restaurant or pay online. For table booking, you do not have to pay anything. It is absolutely free.

How do I pay online?

Our secure online payment system supports all major credit cards whether you are ordering via the Feast Express app or our website. Please note that we accept only 3D secure cards and require CVV2/CVC2 verification for payment.

What is Location?

Location is the postcode from where you want to search and find restaurants and . You can let this be your default location as available from your smartphone, tablet or PC. You can also choose another location by inserting a postcode of your choice in th header of the restaurant search list page.

Why does the app ask for enabling my location services?

Enabling location services allows us to pinpoint where you are and match your location to the best local restaurants, takeaways and special offers.

How do I know more about the features in your App?

You can visit the website or email us on contactus@feastexpress.com

How to create an account or sign up?

When you download the App or place your first order we will automatically ask you to create an account for you. Just follow the simple on screen instructions.

Why can't I log into my existing account?

If you are experiencing technical problems when logging in please check that you are using the correct log-in details. If the problem persists please email us on service@feastexpress.com and we will address the issue for you.

PLACE AN ORDER

How do I place an order with Feast Express?

It's simple. Just choose whether you want to order, a take-away or book a table. No need to enter your post code. Our smart app knows your current location and will provide you a list of restaurants and near you.. Use the advance filter options to find your favourite cuisine, special dietary requirements, friend's recommendations and special offers.

Why do you need my postcode?

If you are ordering takeaway or want to book a table using our website, then only we need your postcode to show restaurants and takeaways that are close to you.

When I search my postcode, nothing comes up?

You can try a few things first. Check filter settings and make then "ALL". If you still do not see any restaurants, then you may not have any restaurant members within 5 miles of your postcode or there may be a technical issue. You could try another postcode or try another time.

I ordered ages ago, where's my Feast?

Our restaurants work hard to get your Feast delivered within 45 minutes. Be aware that during busy periods this can take a little longer.

If it's been over 45 minutes since you placed an order you can contact the restaurant directly. Their number will be on your order confirmation. If you still experience any difficulties please email us on service@feastexpress.com and we will try our best to help you out. Please read our Terms and Privacy Policy for detailed information

How much does Feast Express cost to use?

Feast Express is free to use.

How is my order or booking sent to the restaurant?

Your order is sent directly to the restaurant within our secure Feast Express platform. At no time is it in the public domain.

Can I order from more than one restaurant at a time?

No. You can place as many order as you like but each one must be submitted and paid for separately.

How do I remove items from my order?

Once you place an order you cannot do any changes to it. But before you place the order, making any changes is very easy. Simply click on the remove icon by the item or change the quantity or just press 'empty basket' to cancel your order and start again.

What if I have a food allergy or special dietary requirement?

Thanks to our advanced filtering technology you can personalise menus so they only show you dishes that are suitable to your dietary requirements. However we do rely on our partner restaurants to provide accurate information on their menus. Feast Express is all about finding you your perfect Feast. But we don't make it. All our partner restaurants are reputable local businesses but please be aware that your meal could be prepared in kitchens where different ingredients, such as nuts, are being used. Please read our Terms and Privacy Policy for detailed information

How do I schedule a collection or delivery time?

When placing your order you will be able to specify your collection or delivery time.

Can I submit an order ahead of time?

Yes. Simply create and place your order as normal and schedule the delivery or collection time as required. Just make sure that it is during the restaurant's opening hours. Some restaurants do not accept orders when they are closed and you will have to wait till the restaurant opens or select any other restaurant from the list of restaurants.

Can I change my order after it has been submitted?

No. Once your order has been submitted we cannot make any changes to the order.

I have placed an order for collection but I meant to place it for delivery. What shall I do now?

You can contact the restaurant directly and request for delivery.

My food was not very nice. What will you do about it?

If your food was awful then we really want to know about it. But make sure you call the restaurant first to let them know how you feel. They are a local business and will probably want to make up for it.

If you're not happy with their response then email us on service@feastexpress.com and we'll speak to them on your behalf. And remember that our social platform allows you to share your experiences with friends so make sure that you let everyone know.

How do I resolve a problem or complaint with an order?

In most cases it is worth speaking directly to the restaurant as they are in the best position to do something about it. If you are still unhappy and wish to make a complaint via email to service@feastexpress.com and let us know.

How do I re-order a previous order?

When you log in you will be able to see a list of your previous orders in your Orders section. You can open your previous order and follow the steps to re-order.

I think I ordered twice by mistake

Unfortunately, we cannot help you once the order is placed. Please contact the restaurant directly.

What happens if I receive wrong items?

If the restaurant has delivered the wrong items please call them and they will be happy to correct their mistake.

How do I pay for my order?

If you've ordered a take-away you can choose how to pay. Pay through our App or website or settle directly with the restaurant at the point of collection or delivery.

If you are booking a table through our website or app. Then you do not have to pay anything. It is absolutely free for you to book a table through Feast Express.

If I pay online, when is my card charged?

All card transactions are processed in real time using our secure payment system by our payment gateway. Your card is charged when you place the order. However the payment is confirmed after the restaurant has accepted your order. No payment will be taken if the order is rejected by the restaurant.

Does it cost extra to pay online?

The Restaurant may have an online charge that will added to your bill. You will be communicated the charge before making the online payment.

What happens to my payment if the restaurant declines my order?

If the restaurant declines your order then all payments will be cancelled and no payment will be taken from your card.

Can I cancel my order after it has been submitted?

Once the order has been paid for and received by the restaurant it is not possible to cancel the order. Please ensure that you are happy with your order before submitting it to the restaurant.

How do I contact a restaurant about my order?

The restaurant's contact details are available when you place an order and on your order confirmation details.

The food I ordered was unacceptable. How do I get a full refund or compensation?

In most cases it is worth speaking directly to the restaurant as they are in the best position to do something about it. If you are still unhappy and wish to make a complaint email us at service@feastexpress.com and let us know.

PRIVACY

Are my personal details safe on your site?

The security of your personal information is very important to us. We use industry standard technical safeguards and an employee code of conduct and training to help ensure the integrity and privacy of your personal information. Only authorised FE employees, agents and independent contractors are permitted to access your personal information, and all such employees, agents and independent contractors must agree to maintain the privacy and confidentiality of your personal information in accordance with our policies.

How secure are my card details if I pay online?

Card payments are handled securely by our processing company PayPoint (www.paypoint.net) and all transactions are verified using the security system 3D Secure. In the event of a payment query, you will never be asked by a member of the FE for your full card details, and we would urge you not to volunteer them.

Can I save my card details to my user account?

Our website is linked to a secure payment Gateway www.paypoint.net and your credit/ debit card details are collected by the payment gateway and not Feast Express. You have the option to save your card on the secure payment gateway page for re-use to pay for future orders from Feast Express. Feast Express does not collect and store your credit card details.

CUSTOMER SERVICE

How do I report a problem with the website or App?

Contact our service team service@feastexpress.com

How do I leave a review?

You can leave a review through options in Settings.

What if I forget my user ID and password?

Simply click on the Forgotten Password? Icon and we will send you an email with new log-in details.


FAQS - RESTAURANTS

What is Feast Express?

Feast Express is the world's most advanced mobile & PC food ordering service. It's the biggest change in catering for years - revolutionising the ordering habits of busy on-the-go consumers. We place your restaurant in front of a new, fresh and exciting modern market; then build customer-loyalty that will benefit your business for years to come.

What services does Feast Express offer?

We offer you a platform to connect with local diners and promote yourself locally with offers, discounts and loyalty schemes.

You control everything from your Smartphone or PC. You can manage your own menus, create your own promotions and change opening times and special offers.

We also offer lots of other great features such as the ability to manage orders on your existing mobile or PC, print receipts straight from mobile and view real-time totals. We also offer amazing customer service and support, low cost set up costs and very competitive commissions.

How does it work?

We're here to help you win new customers and build long-term loyalty with your regulars. We do all the hard work of marketing your business on-line for you. Attracting 100s of young, tech-savvy foodies with our fun, social and feature packed app. And all you have to do is join.

To get more for your business contact our Sales Team. Just email members@feastexpress.com

How do I contact Feast Express?

Get in touch with us today by visiting our Contact US page or via email: members@feastexpress.com

JOINING FEAST EXPRESS

Why join Feast Express?

As the world's most advanced platform for booking tables and ordering takeaways we can have hungry diners looking for cuisine like yours right now. We give you total control over how you manage your menus and special offers AND you can run everything easily from your existing smartphone or PC.

How do I become a member?

Speak to a member of our team today about how we can help grow your business.

To join Feast Express simply register your interest by emailing members@feastexpress.com

What are the on-going charges from Feast Express?

Feast Express ongoing charges are linked to orders. Please Contact us on members@feastexpress.com for more information.

Do I need to take all the services?

We would recommend you to take all the services (take away, book a table) However you can select the ones that you like.

Do I need to have any specific equipment to use Feast Express services?

No. You do not need any specific equipment to run the service. Everything is run through your existing PC or android smartphone. Feat Express App as well as website is designed to be connected directly to a receipt printer to print orders. As long as you have a receipt printer with USB or serial port, you do not need any extra equipment. If you do not have a receipt printer, then please contact us and we can help you to procure one.

How will I know that the restaurant details and menu are correctly listed on your Website and App?

You can check in and manage your information direct from your PC or restaurant app.

Once I join, what ongoing support will I get from Feast Express?

Feast express will help you in the initial set up and using our website and App to manage your online orders from customers through Feast Express. You can always contact us at service@feastexpress.com if you need any help or support.

ORDER MANAGEMENT

How do I accept and print an order?

You can view the order details on your smart phone or website and if you are happy then simply click on 'Accept order'. You will also be able to print the receipt by clicking the order number.

Can I refuse an order?

If you really have to, then yes. Although it is likely to go down badly with the customer, so ask yourself if it's really worth it. We understand that there are some circumstances when it is simply impossible to deliver an order. But in these circumstances it is often better to speak to the customer and arrange an alternative delivery time.

If you are having difficulty and need to speak to a member of the Feast Express team, simply email us on service@feastexpress.com and we'll see what we can do to help

PROMOTIONS

How can I promote my restaurant?

You may promote your restaurant as a Featured Restaurant on the Feast Express homepage and App when a user searched for restaurants within your target location. Just go to Promotions and activate it. Charges will apply as mentioned in the Promotions page in the website.

Does Feast Express allow me to create special offers and promotions?

Yes. One of the many great features we offer is the ability for you to manage your own promotions and special offers directly. Just go to Discounts and create your special offers.

A customer has left us a bad review. What do I do about it?

Reviews exist to help customers get a better idea of the restaurants and takeaways within their local area. If you feel you have been unfairly criticized please contact a member of our team.

CUSTOMER SERVICE

How do I receive my user id and password?

The Restaurant Manager will be sent an admin ID and secure password via email to the authorised email address shared while sign up. The Manager will be able to then create IDs for Order Manager and Menu Creator for the restaurant. Just go to Profiles and then User Access. Log-in details for new roles created will be automatically emailed to the Restaurant Manager.

How do I log into to the system?

Simply click on the Log-In icon on the home screen and enter your log-in details.

What if I forget my user ID and password?

Simply click on the Forgotten Password? Icon and we will send you an email with new log-in details.

How do I cancel my membership?

Feast Express requires a minimum of one month's notice in writing should a restaurant choose to terminate its membership. Just email us on members@feastexpress.com.

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