Frequently Asked Question’s

Yes, and it's FREE!

Registration won't take any longer than 30 seconds and we only require basic details – much the same as you would provide when ordering on the phone from a normal takeaway.

We value your trust and do not use or share your information with any third party company without your authorisation.

You can either register before placing your order or after you have added your meal to the basket.

Registration is simple and quick. On our home page click on the "Register" tab and fill in the required fields marked with "*". Please read and agree with the Terms and Conditions, then click on the "Register" button. Finally, provide your mobile number so that restaurants can contact you for both delivery and collection orders and click on the "Finish" button. Congratulations, you are now registered and ready to place your order!

Our service requires you to have an email address as we send updates in regards to your order, latest offers and promotions via email. Please kindly create an email account in order to use our service.

Our delivery restaurant partners may need to contact you to confirm your order or to find your address or to clarify your order therefore, you are required to provide your contact number in all cases.

Yes you can.

We recommend using a mobile number as we will be sending promotional text messages with the latest offers from your local takeaways from time to time and we would like you make the most of it.

Naturally, you can always "opt out" of receiving any promotional texts

Yes you can enter your address manually if our auto address finder can't locate your address.

You can still enter your address manually and create your account.

If you address requires further directions for the delivery driver please kindly enter these in the comment section of your order

You can login by entering your Email/Mobile and Password in the home page via "Login" tab on the top right hand corner of the website. Alternatively, you can add your meal to the basket and login afterwards.

Simply click on "forgot my password" and you can then have your password sent either to your registered e-mail or mobile phone.

Place your postcode in our search bar and you will then see the list of the restaurants that will deliver to your address. If you can't find your favourite restaurant then you can recommend them to us and we'll try our best to get them on board with just-vegan.co.uk – we’re all about growing!

Unfortunately we don’t cover your area yet.

We are the new kid on the block in terms of online food portal and our services have just started in London. We’re all about growing, so why not follow us and our journey on our social accounts.

If you would like to order from more than one restaurant you need to place your order for each restaurant separately.

• Access your profile data and understand how you could be selling more
• Download and manage a years worth of your invoices
• Learn what dishes customers love
• Track live orders as they happen

Delivery time is how long it takes for you to deliver orders. 

Set your delivery times when you first use Just Vegan to make it easy to switch between times. You can still adjust the delivery time for each new order you get – we know things can change quickly.

The important thing is to be accurate. We’ll give customers a delivery estimate based on what we hear from you. If the estimate is way off, customers might not order from you again. If things are a little backed up, increase your delivery time for future orders until you’re caught up.

If You’ve Chosen Not To Accept Pre Orders, Your Restaurant Will Only Be Visible To Customers When You’re Open. We Recommend Turning On Pre Orders So You Don’t Miss Out On Customers Who Want To Place An Order For Later.

Accept orders

When you get a new order, the tablet will ping and a window will pop up with the new order details. 

After you accept an order

The order is available in the order list and when selected you can see all the details you need to prepare the order.

Tracking orders

You can track the status of your rider for each order on the left hand side of your screen. 

Completed Orders

Once the order is with the rider, it will move to the Completed order list. 

Reject an order

This is a last resort. When you do have to say no to an order, you'll be asked to give a reason why from the list:

Customers on Just Vegan can choose to pre order in advance for delivery at a specific time. Scheduling an order makes it easy for our customers to plan food for their day. They can order in the morning for lunch, for their family on the way home from work or to arrange a team lunch for the next day at work. 

How do pre-orders orders work? 

When you accept a new pre-order order you can see the order details and when it’s scheduled to be picked up. 

Can I turn off pre-orders? 

As a restaurant, you can choose whether or not to accept pre-orders. If you choose to accept pre orders, your restaurant will always be visible on Just Vegan, even when you’re closed, so customers can schedule an order for later. 

If you choose not to accept pre-orders orders, your restaurant will only be visible to customers when you’re open. 

Why isn’t my restaurant visible on Just Vegan when I’m closed? 

If you’ve chosen not to accept pre-orders orders, your restaurant will only be visible to customers when you’re open. We recommend turning on pre-orders orders so you don’t miss out on customers who want to place an order for later. 

You'll be paid on the 1st and the 16th of each month, or the next working day if these days fall on a weekend. 

Will I receive an invoice? 

Yes, on the 1st and the 16th of each month you’ll receive an invoice via email with a full breakdown of your orders and the amount you’ll be paid. 

You can also download current and past invoices from your  Restaurant's Online Account.

I’m not receiving my invoices. How can do I get them?

Please double check your spam folder for emails from Just Vegan. If you haven't received any invoices please email your local partner team with your restaurant name and details. 

You can also download current and past invoices from your Restaurant's Online Account. 

How do I check my bank details are correct? 

When you signed up to join Just Vegan, we asked you for your bank details. You can check what bank details we have on file at the bottom of your latest invoice. 

How do I update my bank details?

Email your local partner team to change your bank details. 

I haven't received a payment from Just Vegan, where is it? 

If we've delivered orders for you and you haven't received a payment from us, please email your local partner team to check we have your correct bank account details. 

Customers can order either on our website or by using the Just Vegan app, available on iOS and Android. They simply add their postcode to find your vegan restaurant, choose what they want from your vegan menu and place their order. You accept the order and prepare the food and then carefully package it and deliver it. The customer can track the progress of their order through the Just Vegan app.

Who handles the deliveries?

Deliveries are managed by the restaurants and takeaways.

What other restaurants are featured on the platform?

We personally curate a high-quality and diverse selection of vegan restaurants in your area. 

What kind of marketing do we do?

Marketing is one of the biggest benefits of joining the platform with tailored campaigns for your restaurant and exposure to our hungry vegans every day.

When will I know if my restaurant has been accepted? 

We do our best to let you know if your application was successful within 5 days of applying. 

The preferred method to place an order is to do it via our platform directly. There is nothing to be afraid of, our website is secure and uses the latest technology to encrypt your information.

We do not store your card details and you will be providing your card details to our payment handling company who have stringent safeguard to ensure your data is safe.

Yes, you can place an order by choosing an available time for collection or delivery later that same day (depending on the restaurant's opening hours). Orders can only be submitted for the current day – orders for later dates are not permitted.

If you placed a pre-order and have forgotten the time of delivery – just check the email we sent you telling detailing whether the order has been accepted or rejected by the restaurant.

To change your contact details you need to log in to your account, then click on "My Profile" and then you can change, add or remove any of your details.

You may change your order during the checkout process, however once the restaurant has accepted your order any further changes are made at their discretion. Your changes may incur additional surcharges and this will have to be settled in cash payment on delivery. The contact number for the serving restaurant will be displayed once the order has been placed and accepted.

Once your order has been sent to the restaurant, you can no longer cancel it through "My Orders" or the acknowledgement email. You will need to call us immediately on 03330 143 216 and if the restaurant has not yet started the order preparation we may be able to cancel your order – this however, cannot be guaranteed.

If you have already paid by card we will need to cancel that order and you will need to re-order and make the payment again. Obviously, your first transaction will be refunded to you

You will receive an email with the subject "Order Accepted", notifying you when the restaurant has received and accepted your order. If we were unable to contact the restaurant, or the restaurant is unable to accept your order for any reason, your order will be cancelled and you will be notified via email.

If you chose to collect your order, please make sure you have received this email before making plans to collect your food.

We always provide the contact number of the restaurant you have ordered within the automated "Order Accepted" email we send you upon confirming your order.

If for any reason you are not able to reach the restaurant by telephone, don't forget you can always contact us, and our friendly customer service team will follow up on your behalf.

We aim to serve every order placed on our platform, but occasionally there are circumstance beyond our control whereby your order may not be serviced by the our serving partners (restaurant & delivery drivers) for the following reason;

1. Your delivery address is deemed as high risk area for personal safety
2. Your live in high rise building above 3rd floor and there are no lifts.
3. Your delivery address has parking restrictions or limitations

In circumstance where delivery of your order difficult the serving delivery partner will communicate the difficulty with you and the only applicable resolution maybe;

1. Collect the order directly from the restaurant or the driver instead of the designated delivery point
2. The order is cancelled and refund is initiated. Refund will be issued in the same manner as the original mode of payment including the service fee.

At Just Vegan we only accept online payment for the order. We operate a cash-less system and unfortunately cannot process any cash on delivery/collection orders.

When paying online, your card information is handled securely and not shared or stored in any way. The transaction will be shown on your statement as a payment to Just-Vegan.co.uk

Yes, but ONLY if the restaurant hasn't started preparing your food; simply call our customer hotline on 0208 243 8727 and we will endeavour to cancel your order. Please note, we only have a 5-10 minute window period in respect to cancellation requests.

If you have paid online, your payment will be refunded to your Just Vegan account in form of cash points which can withdrawn and refunded back to your card if requested with 30 days of the transaction date. All card refund request must be made via email with your order reference number on the subject field to [email protected]. We will normally process your refund request within 48 hours, but please note it can take up to 5 working days for the refund to be shown on your bank/credit card account.

If, for some reason, the food is delivered unexpectedly, just refuse the order at the door. If you accept the food, but then realise that there is a problem with the order and you can’t eat it, contact the restaurant and ask them to collect the food or to replace the food. Once this has been done, let us know and we will verify and then cancel the order in our system.

Please note, we can only issue a full refund of an online payment if you do not accept your food, or if you have the restaurant to come and pick it up after you have received it. As long as you do not keep the food (or dispose of it in the bin), Just Vegan will always make sure your refund is processed right away.

To be eligible for a full refund, all cancellation requests must be made within 10 minutes of your order being confirmed as "accepted" by the restaurant through our phone support customer care team. After 10 minutes, no cancellation or amendment to the order is permitted .

If there are any issues with the food or service you have received, it's usually best to contact the restaurant in the first instance. The contact number for the restaurant is always provided in the "Order Accepted" email we send you upon confirming your order.

If you are unable to resolve the issue with the restaurant, or if for any reason you are not able to phone the restaurant, don't hesitate to contact us by phone or email.

When a complaint arises, we appreciate things can get heated especially when you'r in hungry or in a rush. However, please bare with us as we have internal processes to follow whilst we investigate your concerns.

Any abuse to our team member or restaurant partners will not be tolerated whatsoever. Instances of physical or verbal abuse will result in the immediate suspension of your account. We may further seek legal remedy to safeguard our team and commercial interest.