Support

Something not right with an order, a payout or your account? This page says what to check first and how to reach a person at Home Eats when you need one.

How to reach us

Email brad@homeeats.co.za — it is the one address for eaters, cooks and drivers. Write from the email on your account and include your order number if it is about an order; that is what lets us find it straight away.

Eaters

Where is my order? Check your orders first — every order shows its live status there, and tapping one opens tracking. If the status is wrong or has not moved, email us with the order number.

The kitchen cancelled an item or the whole order. You were refunded the moment they did. The money lands in your Home Eats wallet as store credit — see it on your account page. You can spend it at checkout on your next order, or withdraw it to your bank account from the wallet section (a flat R 10,00 withdrawal fee applies).

Wrong, incomplete or spoiled food. Email us as soon as you can after delivery, with the order number and what was wrong. We review it and refund or credit the affected items — see Cancellations & refunds in the Terms.

Payment expired or failed. An order that was never paid shows “Payment expired” on your orders page — place it again. If money left your account and the order still shows that, email us with the order number and we will trace it.

Cooks

Verification. Upload your ID and your Certificate of Acceptability on your kitchen setup page (or in the Cook app) and submit them for review. Your kitchen shows “Under review” while we check them, and a green badge next to your name once they are approved. Then pay the one-time activation fee — the amount is shown before you pay — and you can switch on “Accepting orders”.

What you earn. If you cook from home, there is no commission — you keep the full food price and your delivery fee. Registered businesses and franchises pay the commission stamped on each order; your earnings page shows the exact figures.

Payouts. Earnings from completed, paid orders build up as a balance. Add your bank account and confirm it, then request a payout from your earnings page or the Cook app. Each request is paid by bank transfer, by hand, from our business account, less a flat R 10,00 fee — so it is not instant. Your payout history shows “Paid” once the transfer has gone out. If a transfer fails, the balance comes straight back to you.

Drivers

Verification. We review every driver before they can accept deliveries. In the Driver app you upload your driver's licence, ID and Police Clearance Certificate and take a short liveness selfie, then submit for review. The app shows “Application under review” until we have checked them, and your profile shows “Verified” once you are through.

Earnings and payouts. Each completed delivery adds to your balance in the Earnings tab. Add and confirm your bank account, then request a payout there. Like cook payouts, it is paid by bank transfer, by hand, less a flat R 10,00 fee, and shows “Paid” once the transfer has gone out.

The Home Eats apps for cooks and drivers are on their way to the app stores. Cooks can run their kitchen on the web today from the kitchen dashboard.

Your account and your data

• Delete your account — how to do it yourself in the app or on the web, and exactly what is erased.
• Privacy Policy — what we collect, why, and how to exercise your POPIA rights.
• Terms of Service — including cancellations, refunds and the cook activation fee.

Anything else — write to brad@homeeats.co.za.