Frequently Asked Questions

 

Customer F.A.Q.

Account questions

First
What is YouFeed?

YouFeed is an online marketplace that enables people to buy and sell home cooking using a mobile app. Our mission is to change the way people have access to food by connecting local, approved home cooks with people who love and crave authentic, homemade cuisine. The YouFeed app is available for download in the App Store and Google Play.

How do I create my YouFeed account?
Simply download the YouFeed app on AppStore or Android Market and follow the instructions shown on the app. You only need a valid email address and a phone number.
Do I need to sign up ?
Yes, you do! You need to sign up to place an order with YouFeed.
Is there a sign up fee?
Signing up for YouFeed is free!
I don't have an email address, what do I do?
You can use your phone number.
I don't have a mobile number, what can i do?
You can use your email address or your landline number.
My zipcode is not in your database, can I enter my address manually?
Yes, you can enter your address manually.
I can't remember my password.
Simply click on “Forgot your password” link and enter your email address. You will receive an email to reset your password.
Is there a delivery charge?
This varies from chef to chef and the distance for the delivery.
How will I find chefs in my area?
From YouFeed homepage, enter your address and choose delivery or pickup. You will see all the available options in your area.
Can I have multiple addresses?
Yes. Please choose the delivery address upon check out.
Will I be charged more if I live further away?
The delivery charges are set for a reasonable delivery distance. If you live outside this area, then additional delivery charges may apply.
Can I contact you by phone?
The best and easiest way to contact chefs is through the app. If you need further assistance, you may contact us at support@youfeedapp.com.
How do I provide app feedback?
You can provide feedback on our app. Simply tap “YouFeed,” then tap the gear icon (pic) and select “App feedback” from the “Settings” menu.
I don't have an email address, what do I do?
You can use your phone number.

Order questions

First
How do I place an order for food?
It’s easy! Once you have downloaded the app, you can select your local area and see the available chefs there. You can also search for a certain type of food in your local area.
Between what times can I place an order for food?
You can order anytime. Chefs will confirm if they are available at the time of your order.
Can I order days in advance?
Yes, you can request orders in advance for chefs that offer this service.
How is the food be packaged when delivered to me?
Food will be packaged in recyclable containers.
Do I have to tip?
Tipping is not compulsory, but small gratuities for great service are very much appreciated.
Is there a minimum order amount?
Each chef sets their minimum order which will be shown on the app when you place an order.
Is there a loyalty program?
Yes, if you sign up you can accumulate points on your orders.
Can I order from different chefs for the same meal?
Yes, however, you will have to make separate payments for each different chef.
What is the maximum amount of people I can order for?
This varies from chef to chef. The chef will confirm at the time of the order .
Can I go and pick up the food I ordered?
Yes, you can select this option on the app when ordering.
What if I want to cancel my order?
Change your mind? Not a problem! You can always cancel your order before the chefs accept your order. Please do so as soon as possible to avoid being charged.
What if something is wrong with my food?
We apologize that your order isn’t as expected. Please reach out directly to our chefs through the app regarding any issue with your order.
What if my food arrives late?
We always encourage our chefs to fulfill every order on time. However, some external factors may cause the delays. Please always check with the chefs in the app for an estimated arrival time of your order.
What if I'm not around when my order arrives?
You can leave instructions to the chef so they can leave your order with a neighbor or in a safe place.
Chef cancelled my order, what do I do?
We apologize if this happens. Sometimes chefs have to cancel order due to unforseen circumstances. Please provide us feedback so we can improve our service.
Do I need to bring my own containers if I want to pick up my food in person?
You don’t have to bring any containers if you’d like to pick up your order in person. However, if you prefer to use your own containers, you can do so by informing the chef when you place your order.
Can someone else go and pick up my food order for me?
Yes, provided the chef is informed about it in advance.
What is the latest time in a day I can place my order?
Each chef has their own operating hours which are shown in the app.
What if I want to add something to my order?
The chefs have different options on what you can add to your orders. If you want something outside that, you may contact the chefs directly after you placed your order to see if the chef can accommodate your request.
Can I track my order?
Yes, you can see the status of your order in the app.
What if I didn't receive a confirmation email?
A confirmation email is sent upon finalizing your order. Please check your junk folder.
I have a confirmation email but chef hasn't changed the status of my order
Chefs have 10 minutes to respond to your order. If they don’t accept the order within 10 minutes, your order will be automatically cancelled.
How can I see a history of all the orders that I placed within the app?
You can see your order history from your account under “Orders”. You can use that menu to re-order the food you have ordered before.
How does ordering for pick up work?
Simply select “Collect” when you place an order. When your food is ready, the chef will change the status to “Ready for Pick Up” and an exact pick up address will be provided.
What if I get the wrong order?
You have 10 seconds to cancel an order after it is placed. If you do not cancel it and have placed a wrong order, there is a 5 dollar cancelation fee, which may be waived the first time only.
App locked on me in the middle of my order, what can I do?
Technical issues may happen. Please restart and place your order again.
How do I request a refund?
You can easily request a refund through the refund option in the app or contact us at support@youfeedapp.com
Can I change my address after placing an order?
You can always change your address before the food is delivered from the kitchen.
Can I order on behalf of someone else?
Yes! Please make sure to select the address to where you would like the food to be delivered.

Food related questions

First
What if my food arrives cold?
You can send us feedback about food related issues and also leave ratings and reviews for the chef.
Who is the chef who prepares my food?
You can see all the information about the chef preparing your food at the time of your order.
How is the food packaged?
Food will be packaged in recyclable containers.
Can I customize my ingredients?
Yes, please inform the chef directly in the app when placing an order.
Can I make special request for my order?
Yes, please inform the chef directly in the app when placing an order.
Is my order made from scratch or is it pre-made?
We highly encourage our chefs to make fresh orders from scratch to maintain food quality and freshness.
What if I don't like the food I ordered?
We apologize that your order isn’t as expected. You can send us feedback about food related issues and also leave ratings and reviews for the chef.
Do the chefs work in an allergy-free environment?
They chefs will let you know if their food contain the most common allergies. Please inform your chef of any allergies, and they will abide by that if possible.
Where can I find nutritional information for each meal?
Nutritional information can be found under each menu item on YouFeed app.
The chef didn’t prepare my food correctly, what do I do?
We apologize that your order isn’t as expected. Please reach out directly to our chefs through the app regarding any issue with your order.
My food arrived in poor condition, what do I do?
We apologize that your order isn’t as expected. Please reach out directly to our chefs through the app regarding any issue with your order.
Are the ingredients organic?
We highly encourage our chefs to use organic ingredients. However, this depends on the menu items provided by each chef. For further questions regarding ingredients, you may contact the chef directly through the app.

Payment related questions

First
Which payment method do you accept?
We only accept credit cards.
Will I get a receipt for my order?
Your order has a unique ID number. That is your receipt that you can print out if needed.
How do I redeem a promo code?
This is easy! You can enter a promo code at checkout.
My credit card is not accepted. What do I do?
Please make sure you entered the right credit card information. If you still have an issue, please try using a different credit card. You can also contact us at support@youfeedapp.com. We will get back to you as soon as we can to make things right!
Can I use PayPal to pay?
We’re sorry. Our system doesn’t accept PayPal at the moment.
How can I change my credit card information?
This is simple! Just log into your account and follow each step to change your payment method.
When is my payment charged?
Your payment is charged as soon as you place an order.
Is my payment info secure?
Yes! We encrypt your payment as soon as you provide the information.

Chef F.A.Q.

First
What are the minimum requirements to become a chef?
Anyone can be a chef in YouFeed. You only have to have a strong passion for cooking, a kitchen, and of course, the YouFeed App! You also have to follow simple terms and policies and hygiene routines.
How do I create my YouFeed account?
Simply download YouFeed app and follow the instructions shown on the app. You only need a valid email address and a phone number.
How do I get my food promoted on the app?
Our team will market and promote your kitchen regularly through the app and through other marketing channels such as social media. You can also market your kitchen yourself. For futher question please contact us at support@youfeedapp.com.
Is there a sign up fee?
Signing up for YouFeed is free!
How do I receive orders?
You will receive orders through the app and get notifiactions.
How do I set up my price for the food I am selling?
You choose the price of your menu depending on the price you pay for the ingredients, your time , effort invested, etc.
Do I need to declare my income made from my sales?
We strongly advise to report this in you income declaration.
Do I need internet in order to receive an order?
Yes, you need to connect to the internet to use the app.
Do you charge comission?
Yes, we charge 15-20% of the total of the order.
Do you charge transaction fee?
No, there is no transaction fee.
How do I get paid?
You will receive payment every 2 weeks into the account of your preference
When do I get paid?
You get paid every 2 weeks.
Do you offer training and support?
Yes, we offer full training and support.
Can I opt out from the app?
Yes, you can cancel anytime with no penalty.
Do I have access to my customer's data ?
No, customer’s data is private.
Are there any restrictions regarding orders?
No, you can sell as much as you can cook.
What is my liability for any issues regarding the food I cooked?
You are responsible for the quality of the food you provide.
I don't have an email address, what do I do?
You need to set one up in order to sign up.
Can I contact the customer directly?
You can contact the customers through the app when they have placed an order.
Do I need to provide containers for the food I make when delivered or picked up by the customer?
Yes, you need to provide disposable containers and encouraged to offer cuttlery.
Is there a loyalty program?
Yes, we offer incentives to those chefs with high ratings and sales.
Do I have to work a certain number of hours?
No, you can work as much as you wish. However, the more meals you sell, the more money you make.
Are there any fees to keep my menu in the app?
No, we don’t charge anything unless you sell something. You can have your menu up on the app for as long as you want.
Can I make changes in my menu?
Yes, you can change your menu as many times as you wish; just log into your accout and follow the instructions to edit your menu.

General F.A.Q.

Safety questions

First
How do I report someone on YouFeed?
Go to the person’s profile and select Report, you can then select a reason why you are reporting the person.
What is YouFeed doing to assure our safety?
We take several measures to regulate saftey for our foodies. First, all chefs undergo a background check. Seocond, all kitchens are approved by our health regulation department. Third, we have a list of requirments that chefs need to follow for their kitchen and cooking. Moreover, we encourage chefs to periodically check their kitchens and their appliances. If there are any safety or health concerns, however, we take that seriously and would like to know about them. Please report any issues to our customer service at support@youfeedapp.com
What do I do if I feel unsafe during a delivery or pickup?
For any immediate danger please contact local police. For anything else, please contact our customer service team at support@youfeedapp.com
What should I do if I'm concerned about a certain location that I'm given to go and pick up my food?
Please contact the chef/customer directly through the app and hopefully they will answer all your concerns.
What happens if I'm injured while going to a certain location to pick up my food?
For emergencies please contact local police.

Account security questions

First
How does YouFeed keep my account secure?
We take private policy and security matters very seriously. In case we detect any fraudulent activity, we will take immediate action such as change your password, etc.
Why would my account be at risk?
People sometimes use the same email and password for multiple sites. If any of those sites are compromised users credentials can be improperly be obtained.
What should I do if I detect fraudulent activity on my account?
Please change your password and contact us immediately.
How can I keep my account secure?
We highly recommend that you use a password that is unique for your YouFeed account and change it regularly; use a strong password; and do not send your password or credit card information to anyone else.
Could you please stop texting me?
Yes, just reply to any texts you receive from YouFeed with STOP.
How do I opt-out of receiving emails from YouFeed?
You can unsubscribe from our email list by clicking the Unsubscribe botton on the bottom of our emails or through settings in your account.
How can I see the chefs that are in my area?
Enter your address and select home delivery or pick up and you will get a list of available chefs in your area.
How do you make this more eco-friendly?
We encourage our chefs to use recyclable material when packiging the order. You can also bring your own reusable containers when picking up your food yourself.

Still wondering?

Send us your question to support@youfeedapp.com!

Contact Us

support@youfeedapp.com

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About YouFeed

YouFeed is an online marketplace that enables you to buy and sell home cooking. Our mission is to change the way people have access to food by connecting local, approved home cooks with people who love and crave authentic, homemade cuisine. The YouFeed app is available for download in the App Store and Google Play.