Frequently Asked Questions

Who is RestoatHome.be?

With RestoatHome.be we bring all the deliciousness into the comfort of your home.
In RestoatHome.be we want to give you an instant cozy vibe and extra quality time with your friends or your family. You can immediately forget all the stress from the passed day and relax with a nicely cooked meal in a great company, whenever you want.
In RestoatHome.be we are carefully selecting great restaurants in your city and we ensure a smooth ordering and delivery of your meals.

What is the story behind RestoatHome.be?

RestoatHome.be is part of the Resto group, the Belgian leader in the table reservation and restaurant referencing. In resto.be we work with more than 4000 great restaurants and with more than 650 000 Belgians that trust us when they want to book a table in a restaurant. We already know how to bring our customers to the best restaurants, so we asked ourselves why we should not do the opposite – bring the best restaurants to our customers. This is why RestoatHome.be was created. We want to put our efforts on selecting great restaurants for you, make the meals ordering from restaurants simple through our platform, ensure an on-time delivery with our partners and especially give you the freedom to "Stay in, eat out".

How does RestoatHome.be work?

It's really simple - enter your postcode or full address on the homepage, and we'll show you all the great restaurants near you that can deliver to you or you can order a takeaway meal from them. Choose the restaurant which interests you the most, choose the dishes that you want, fill in the payment details and that’s it, the meal is on the way.

What kind of restaurants are listed on RestoatHome.be?

After dozen of years in Belgium, we know very well what kind of restaurants interest our clients the most. That’s why for RestoatHome.be we personally select a list of high-quality and diverse restaurants in your city. And yes, we are only selecting the restaurants really enjoy , that’s why you won’t find any low-quality restaurants inside RestoatHome.be.

What times can I order for?

You can order 24/7 but the real question is when can you be delivered. This depends on whether you really want to have it delivered at your chosen location, or that you might opt to pick up the meal by yourself. Currently we only provide our delivery services during the evening starting from 18h continuing ‘till 21h. If you prefer to pick up the meal yourself we follow the same opening hours of the restaurant from which you wish to order.

How do I order?

You enter the place where you want to eat and click “Search.” You’ll see a list of restaurants delivering to you, along with nearby takeaway options. Click the one you’re into, select a few of their tasty meals hit “Checkout.” Do that whole “ordering something on the Internet” checkout thing and we’ll notify the restaurant to begin preparing your food. Done.

What happens after I submit an order?

Directly after hitting the submit button we’ll take you to our secure payment page. The payment should be processed in a few seconds on our end and as soon as that happens we will notify the restaurant that they have to make your order. They can give us more details about when they’ve started on your order or if it’s on it’s way, and we’ll keep you updated on all this information by mail.

How is the food delivered to me?

Once you place an order, you will get a confirmation by mail that your order is accepted. Once you’ve received this mail we’ve already informed our delivery services of your order. They’ll make sure you’ll get your order at the time you’ve asked us to.

What if I don’t receive an order confirmation email?

Check your spam folder, those things can be nasty. If you still can’t find the confirmation mail you can always get in touch with us using the chat option on our website.

How do I change or cancel an order after I’ve placed it?

You should contact us as soon as you can for this. If the restaurant has already started working on your order, we cannot make changes to it anymore.

If you forgot to order something, just order it in a separate order and add in the comments on the checkout page that this order should be delivered together with your previous order. Don’t forget to type your name to indicate to the restaurant to merge the order. You can also call us or the restaurant to be sure that they got it.

Who do I call to check on the status of my order?

Normally we’ll always keep you up-to-date by mail. If you think the restaurant has forgotten you, you can call us directly and we’ll rectify the mistake and make sure it doesn’t happen again in the future.

I got a notification that my order was refused

The most common reason for the order refusal by the restaurant is that they do not have any more the dish you have ordered. We will contact the restaurant to investigate the reason and remind them that in case of non-availability of a dish, they should immediately update in the information in order that this dish is not any more visible for order for you. We will reimburse you the amount was debited from your card in the following 2-3 banking days. We would like to apologize for this and we will be happy to send you a discount order for your next order.

If my order was refused, when will I be reimbursed?

We will immediately notify Mollie to cancel the transaction and to reimburse you in the same card or bank account. The process of reimbursement usually takes 2-3 banking days. Please notice that we are not able to reimburse you if you paid with bitcoins.

If my order is cancelled, where I will be reimbursed?

You will be reimbursed on the same card, bank account you used for the payment.

I used my discount coupon for this order and it has been cancelled, how can I get a new discount coupon?

No worries, our platform will automatically allow you to use the coupon again.

What if my order is late?

We are working with a specialized delivery company in order to ensure you an on-time delivery, but sometimes things outside of our control like a traffic jam or a car accident can cause a small delay.

We will always try to call you if we think that your order might not arrive within the estimated time of delivery. If your order was delivered to late and we didn’t contact you about it, it’s possible that we are unaware of the issue. Please give us as call about this or send us a mail, complaints are always welcome if they can help us improve our service.

What if I am not around when the delivery driver arrives?

If you think you won’t be at the delivery address in time to receive your order, please let us know as soon as possible. Our delivery service will always try to call you if there is an issue once they reach your delivery address.

If we cannot contact you and are unable to deliver the order, our delivery driver will wait for up to 5 minutes before leaving the area to complete the next order. In this event we are afraid that you will still be charged for your order. At least the delivery service will be happy, because you just gave them a free meal.

Can I place orders in advance?

Yes, of course! You can schedule orders for 10 days in advance and select the time to be delivered. Just choose the right date in the checkout page.

How is the food packaged?

Our restaurants take great care to use packaging that maintains the food temperature for as long as possible. In addition all the dishes are delivered in less than 20 min by our food services using thermo-boxes by bicycle or car in order to ensure you the best quality of the food.

Something is wrong with my food. What do I do?

If there’s a problem with your order, please call us and let us know. Please give as many details as you can in order that we check where the issue came from and find the best solution for you.

What if I have allergies or specific requirements for the restaurant?

If you have specific requirements for the restaurants or allergies please add a comment for the restaurant on the checkout page.

How do I browse restaurants near me?

The best way is to make sure you enter your address as specifically as possible. The search results will be tailored to restaurants that deliver to that address or restaurants that are within a reasonable distance offering pickup.

Why should I go to “Order History”?

Here’s where you can see everything you’ve ordered in the past.

What is the cost of using RestoatHome.be?

RestoatHome.be is free to use. Obviously you’ll have to pay for the food and, if you opt for delivery, we will ask for a small fee to cover our costs. We use the same pricing system as many other companies: the more you order, the less you’ll pay for delivery. There’s also an upside to using Restoathome.be. Our goal is that you pay less on our platform than by phone or in the restaurants. For this to happen, we’re actively pushing our restaurants to add promotions to their meals and to opt for a permanent discount of 10% compared to the normal restaurant prices. Don’t forget to also follow us on our social media, we do some fun stuff from time to time in which we give away promo-coupons to even further lower the total price of an order!

How are the meal prices determined?

The restaurants we work with are contractually obligated to match the prices they have set on their menus. If you see any prices which are higher on the website than in the restaurants, reach out to us and we’ll talk to the restaurant. We try hard to convince them to give you additional discounts as promotional ones and permanent discounts on their menu.

Is there a minimum amount I have to spend to order?

There is no a minimum amount to order from a restaurant, but in this case the delivery price can be higher. It is up to you to decide which is more important to you.

Can I save my payment information?

With an eye on privacy and security, we currently do not allow payment details to be stored. However, the payment process is quick and easy, depending on with payment method you choose.

When is my credit card charged?

Your card is charged as soon as you place your order, just as it would be when paying inside the restaurant.

Something is wrong with my food. What do I do?

If there’s a problem with your order, please call us and let us know. Please give as many details as you can in order that we check where the issue came from and find the best solution for you.

Is my payment info secure?

That’s a big yes. We never share any of these details with anyone including the restaurants, and everything going through our website is secured using the highest security measures possible. Our payment system has been PCI-DSS certified, which basically means we can compete with banks with our security system.

Why doesn't RestoatHome.be accept cash?

We only take card payments because it lets us provide you with the best possible experience. We want to be sure that the restaurant will put all the attention preparing your meal on time as he knows it is paid and waiting for the courier or you to pop-up in the restaurant to start preparing your dish. It also creates a safer working environment for our delivery service.

Do I have to tip?

No, we do not accept tips and you should not tip on the delivery either.

How do I redeem a promo code?

If you have a promo code, you’ll be able to enter it during checkout and we’ll adjust your order total to factor in the discount.

I forgot my password. Or my email. Or both. What now?

If you forgot your password, you can click the “Forgot Your Password” link on the login screen and we’ll help you create a new one. As for the email address, you can try multiple times … or get in touch with us and we’ll see how we can help you.

Can I have two RestoatHome.be accounts with the same email address?

Unfortunately, no. Because that email is tied to your username, you can only have one account per email address.

Can I save multiple addresses? Like “home,” “work,” and “future husband’s”?

When you will register, you will be able to put your main address or the one you will delivered most often. If you would like to be delivered to another address just choose during the checkout in “Add delivery information” the new address you want to be delivered.

Can I save special delivery instructions to my address?

You can, yeah. When checking out, you’ll have the option to save any comments to the restaurant or the delivery guy.

Why does it tell me that a restaurant doesn’t deliver to me?

Our partner delivery company determine their delivery ranges, so it’s possible – if you’re browsing by neighborhood, city or landmark rather than a specific address – that a specific restaurant listed won’t deliver to you. To be sure right from the start, we recommend you search using a specific address. If you’re not 100% sure of the address, it’s best to be as specific as you possibly can.

Where did these restaurant ratings and reviews come from?

They’re from resto.be and RestoatHome.be users just like you.

How does ordering for takeaway work?

It’s exactly the same as ordering for delivery, minus the “delivery” part. In the checkout page when selecting the delivery information you have to choose “ I will pick it up myself” and then select the day and the time. We will let you know when to expect the food to be ready, and you’ll shuffle over to grab it and go. Oh, and please remember to the content of your order when picking your food up.

What browsers does RestoatHome.be support?

Every modern browser is supported. Since older browsers can’t guarantee the safety of online payments, we block those browsers by default. As long as you’re not using Windows XP with the default version of Internet Explorer, you should be fine. At RestoatHome.be, security has a priority since we’re dealing with payments.

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