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Who are HeyMenu?

HeyMenu is a fast and easy to use website (and loads of cool digital App's), uniting all of your fast-food favourites in one location to make your ordering process as simple and enjoyable as possible.

How much does it cost?

There are no hidden charges. You pay the restaurant their regular menu prices as you normally would. Unlike other websites we give the restaurant 100% of the order value. We believe this gives diners an overall better experience as the restaurant is not losing any money in unfair fees.

Why should I use HeyMenu?

HeyMenu gives you instant access to lots of restaurants in your local area and are adding many more every day. We save you time as you can re-order from your favourite restaurants using our "same again" feature. No wasted time on calls, just a few clicks or a moment or two on the app and your food is on its way. You can also plan ahead too with the pre-order feature.

HeyMenu's review and recommend area allows you to see genuine customer feedback. It could help you discover a new favourite, a hidden gem or any additional information on the products and services offered that might come in handy.

What services do you offer?

HeyMenu offer collection, delivery and reserve table options in line with each restaurant's offering.

What is the credit card charge?

We are 40% less expensive than our competitor's, that's right 40%! We only charge 30p per order and this is to help pay towards the cost of processing your card. We have tried to make this as low as possible for you.

How will my order be sent to the restaurant?

HeyMenu have a fancy piece of equipment we call our MenuPad where we send all orders to our restaurant partners. The orders are fully processed on our MenuPad from accepting the order, through to assigning a driver so you can track your order through to its arrival. We also supply a HeyMenu printer so the restaurant has a hard copy too.

Do I need to be a member to order?

No. You can order food as a guest, however you will not be able to track and manage orders. We recommend when you order you create an account so you have all the useful facilities available to you.

Why become a member?

Members have access to order tracking and managing, you can also choose from convenient options like "same again" if your meal was so good you're wanting more. As creating an account is quick and simple we recommend you do so you have all the facilities available to you.

How long does it take for my order to reach the restaurant?

As soon as you have submitted your order it will reach the restaurant in seconds.

What is "same again"?

"Same again" is a convenient way to have exactly the same food from exactly the same restaurant as you have previously ordered and it just takes seconds to complete your order.

I have previously ordered from HeyMenu and want to do "same again" but the option is not available, why?

If a Menu has changed in any way we take the "same again" option away to avoid any confusion or disappointment.

How do I create an account?

Easy! Go to login and choose to create an account, you can also choose to create an account via Facebook and order that way with selected restaurants and HeyMenu.

What happens if I forget my password?

On the login page of the HeyMenu website, choose "forget password" and we will send you a new one, we recommend you change your password frequently for added security.

Will the Menu online match the restaurants "in-house" menu?

It should do but it is against the law for us to enforce this due to it being anti-competitive and against trading standards. But as we give the restaurant all of the money for your order unlike our competitors, there will never be any HeyMenu surcharges. Any pricing variations would most likely be an error and the restaurant will be happy to rectify and notify us.

Who delivers my takeaway?

All restaurants are responsible for their own deliveries, so your meal will be delivered by the staff of the restaurant you have ordered from. HeyMenu.com does not currently offer its own delivery service at present (but we are looking at this right now).

Joining with a Facebook account?

HeyMenu have the option to create an account via Facebook, by choosing this option you will be able to order your food via Facebook with some of our selected restaurants that have this options enabled.

How do I know if my order has been confirmed?

You'll get an email confirming your order details, then, as a member you can login to your account and follow the progress of your order by:

  • Via the Web:

    Head to our website - HeyMenu.com – make sure you're signed into your account, you'll be able to see your order details along with real time tracking right to your front door.

  • Via Apple iPhone, Google Android and Windows Phone devices:

    Make sure you're signed into your account, you'll be able to see your order details along with real time tracking right to your front door.

    Go to the Apple Store, the Google Play Store or the Windows Phone Store to get your APP.

My order has been rejected. What can I do?

If your order has been rejected or cancelled and you paid in advance by debit or credit card your money will be returned to you immediately.

My food is late, what should I do?

Never fear here's the best way to sort it:

The best thing to do is give the restaurant a call as they'll have the most up-to-date information about your order, you'll find their telephone number in your order confirmation email. You may also be able to see where the driver is using our tracking.

My order is here, but it's not right. What should I do?

At HeyMenu, we work as closely with our restaurant partners as possible to ensure your order is always spot on. However, if something has gone wrong please feel free to give the restaurant a call using the number on the order conformation slip.

I accidentally ordered twice. What do I do now?

Don't worry – it's easy to cancel the duplicate second order. Get in touch with the restaurant, please have your order number handy (you'll find it on the order confirmation email) and ask the restaurant to cancel / reject the duplicate for you.

I'm not happy with the service from my takeaway. How can I address this?

Restaurants, delivery drivers and Chefs work hard to provide you with great food and service, so we are sorry to hear that on this occasion someone's fallen short of our high standards.

There are a couple of things you can do to ensure a more pleasant return visit:

  • Get in touch with the restaurant and let them know, they would be grateful of the feedback and will endeavor to rectify the situation.
  • Secondly, after you have spoken to the restaurant leave some feedback for the restaurant by reviewing your order. To leave a review, just head to your previous orders by signing into your account.
  • If you have been unable to resolve this then get in touch with us. We'll make it our mission to resolve any issues you have. Ensure you give us your order number and as much information as possible so we can get to work quickly.

My pre-order has been delivered too early. What can I do?

If the driver is still there, it may be best to show your order confirmation email with the stated time and ask the takeaway to redeliver then.

If that is not possible, here's what to do...

  • Find your order confirmation email from HeyMenu.
  • You'll then find the restaurant's contact number on the email.
  • Give the restaurant a call, explain that your pre-order was early and ask if they'd be able to deliver it at the right time.

My food isn't its usual HeyMenu quality. What should I do?

If your meal has just arrived and you're not happy with something, call the restaurant and ask them what they can do to make things right. You'll find their number in your order confirmation email. If the restaurant can't help or you're still not happy about things, please leave a review. We do ask that you speak to the restaurant first so they have a chance to rectify this. No one likes a bad review without having a chance to put it right.

How can I change my order?

At HeyMenu, we don't believe in making you settle for second best, so if you've spotted something wrong or have had a sudden change of heart, here's how you can correct the order:

  • Call the restaurant as soon as possible. You'll find their number in your order confirmation email. We always encourage restaurant owners to go the extra mile when it comes to customer service, if the food has not already been cooked and left the restaurant for a delivery order, normally this should be okay, there could be additional charges that may apply depending on the change, so get in touch with the restaurant as soon as you can.

I've been charged incorrectly for delivery. What should I do?

It is extremely rare that this can happen, but we know that this is a frustrating feeling. Don't worry, we're here to help. We're not quite sure why this has happened, but we're going to get to the bottom of it. Here's what to do:

  • Find your order confirmation email from HeyMenu.
  • Once you've opened the email, scroll down to the order section and find your order number, get in touch with us so we can take a look. Make sure you have given us the order number and any other relevant information as this'll help us find the issue quickly and contact you about what went wrong.

I can't order...

Let's see if we can fix that:

  • Please make sure the restaurant you're ordering from is open – there may also be a chance that they went offline due to being busy since you started placing your order.
  • If you're paying by card, please check you're using the right one, that your details are correct and that the card hasn't expired.
  • If you're placing a delivery order, have you met the minimum order value required?

If that's all fine, then let's try:

  • If you're ordering through our website, refresh the page, sometimes browsers need a re-boot.
  • If you're using our website and it's still not working, try using the HeyMenu mobile app instead, download this from the Apple Store, Google Play Store and the Windows Phone Store.
  • If you're already using our APP and still having problems then you could try ordering through your mobile's internet browser instead.

If none of that helps we want to know about it as soon as possible, please get in touch with us and let us know.

My food never arrived, what should I do?

Call the restaurant straight away, they will be able to let you know the status of your order. Please have your order number handy – you'll find this in your order confirmation email.

My order was wrong, what should I do?

The first thing you should do is call the restaurant. You'll find their number in your order confirmation email. Discuss with them what was wrong and provide them with feedback, they will be able to rectify this for you as they want you to be a happy customer and providing feedback gives them valuable customer insight so it doesn't go wrong again.

If you are unable to resolve this issue, get in touch with us.

The restaurant was rude/unprofessional... How can I address this?

We are very hot on this at HeyMenu and we always aim to provide service with a smile and more, so if ever you have received poor service please let us know.

Also, do leave some feedback by reviewing your order. To leave a review, just head to your previous orders inside your account, we discuss reviews – both good and bad – with the restaurants, so we always encourage you to leave a review. We know this won't undo an unpleasant experience, but it will hopefully improve things in the future.

My order was cancelled and I'm waiting for a refund. How long will this take?

Although you may not see the amount back in your account right away, it's normally visible within 3 to 5 working days. However, this depends entirely on who you bank with and can sometimes take a little longer but we promise to get this back to you as soon as we can.

How do I manage my account?

You can make changes to your HeyMenu account any time you like at HeyMenu.com – just login to your account when you're online or via your APP. You'll see options to change your password, update your saved payment card details, saved addresses and more. It's a good idea to check this out to make sure things are kept up-to-date.

How do I join HeyMenu?

You can create a HeyMenu account in seconds or use your Facebook account instead.

Online

  • Go to the login page at www.HeyMenu.com – and create an account, it is really is as easy as that.
  • You can also select Continue with Facebook or enter your name, email address and a password before selecting Sign up – you can also order your food via Facebook with some of our selected restaurants.

What if I have an allergy?

During ordering from HeyMenu, you will have the opportunities to inform us of the allergy, we inform the restaurant and highlight this to them when they get your order, as a double check we also print this in bold on their MenuPad (this is the HeyMenu device we supply to each restaurant). In addition to this, we urge you to contact the restaurant via the phone to follow up on any queries and reiterate the importance of your requirement.

Will HeyMenu ever send emails asking for my details?

HeyMenu will never email you asking for your bank, debit or credit card details. The only time we'll ever ask for your debit or credit card details is when you're safely paying for your meal via our secure checkout on website or APP.

If you ever receive an email saying it's from HeyMenu and asking you to reply with any details at all – financial or personal – it's fraudulent. Be particularly careful with any emails promising you money in return, it's likely to be fraudulent.

If you receive anything like this, please forward it to our trained security specialists at admin@HeyMenu.com so they can investigate it for you.

How do I know my details are safe online?

HeyMenu is a safe way to order and pay for takeaway using our secure website and APP's. We do not hold any payment details at HeyMenu, instead we hold a secure encrypted token that recognises you. Your details are held with our payment acquirer, Global Payments which is part of HSBC Bank. Your security is our priority.

If you ever receive a suspicious-looking email saying it's from HeyMenu, please let us know immediately.

How do I keep my account secure?

We're all aware of increasingly sophisticated online scams, which is why HeyMenu takes security very seriously. You can also minimise any risk to yourself by being extra-vigilant whenever you're online. As an added precaution, we recommend that you regularly change the password on HeyMenu account.

How do I order from HEYMENU?

It's a piece of cake!

  • Download our APP for Apple iOS, Android or Windows Phone, or order right here on HeyMenu.com website.
  • Explore the restaurants near you using your postcode.
  • Select a takeaway, place your order, checkout your preferred way and you are done.

Need more info? Tuck in below.

  • Choose between having your order delivered or collecting it yourself.
  • Keep an eye out for meal deals or exclusive offers.
  • Filter the restaurants in your area via ratings, cuisines and much more.
  • If there's anything you want the restaurant to know about, leave them a note when you place your order. Whether you want them to hold the pickles or add extra cheese, they can see your special requests.
  • You can pay by debit or credit card, or cash on delivery/collection.
  • Within a few minutes, after you place your order, you'll receive an email confirmation.
  • Track your order by logging into your account.
  • ENJOY!

What is the food hygiene rating scheme?

The scheme helps you choose where to eat out or shop for food by giving you information about the hygiene standards in restaurants, pubs, cafés, takeaways, hotels and other places you eat – as well as supermarkets and other food shops too.

It's not easy to judge hygiene standards on appearance alone, so the rating gives you an" idea of what's going on in the kitchen, or behind closed doors. You can check the ratings and use the information to switch or choose a place with higher standards. It's also good to share this information with friends and family.

The scheme encourages high hygiene standards within the restaurant community.

Who runs the scheme?

The scheme is run by local authorities in England, Wales and Northern Ireland in partnership with the Food Standards Agency.

Local authorities are responsible for carrying out inspections of food businesses to check that they meet the requirements of food hygiene law. They give businesses food hygiene ratings based on the findings of inspections and then publish this information on the FSA website at ratings.food.gov.uk.

Who are the Food Standards Agency?

The Food Standards Agency is the government department responsible for food safety in England, Wales and Northern Ireland. They give local authorities advice, training, and other support to help them run the scheme.

In Scotland, Food Standards Scotland operate the Food Hygiene Information scheme. The scheme applies to all food outlets that supply food to consumers. Each food outlet is asked to display a certificate (and/or sticker) on the door or window of their premises, saying whether they have passed their hygiene inspection, or whether improvement is required.

Is the scheme run in all parts of the UK?

The Food Hygiene Rating Scheme (FHRS) is run in England, Wales and Northern Ireland. A similar, albeit a little different, the scheme is also run in Scotland.

The scheme is also now running in all areas of Wales and is set out in law – the Food Hygiene rating (Wales) Act 2013 and the Food Hygiene Rating (Wales) Regulations 2013.

What types of food business are given a rating?

Ratings are given to places where you can buy and eat food and drink such as restaurants, takeaways, cafés, sandwich shops, pubs, and hotels.

Ratings are also given to other places you can eat from such as schools, hospitals and residential care homes. Places where you shop for food, such as supermarkets, bakeries, and delicatessens are also given a rating.

Some places where you might eat from or buy food from are not given a rating. This is generally because they are a low risk to people's health – for example, a newsagent selling only wrapped items. These businesses might be listed on this website, and will be shown to be ‘exempt' from the scheme.

Childminders and businesses that offer caring services at home are currently not given ratings.

How is a hygiene rating worked out?

A food safety officer inspects a business to check that it meets the requirements of food hygiene law. The officer is from the local authority where the business is located.

At the inspection, the officer will check:

  • How hygienically the food is handled – how it is prepared, cooked, re-heated, cooled and stored.
  • The condition of the structure of the buildings – the cleanliness, layout, lighting, ventilation and other facilities.
  • How the business manages what it does to make sure the food is safe and so that the officer can be confident standards will be maintained in the future.

Each of these three elements is essential for making sure that food hygiene standards meet requirements and the food served or sold to you is safe to eat. The hygiene standards found at the time of inspection are then rated on a scale. At the bottom of the scale is ‘0' – this means urgent improvement is required. At the top of the scale is ‘5' – this means the hygiene standards are very good.

If the top rating is not given, the officer will explain to the person who owns or manages the business what improvements need to be made and what action they can take to improve their hygiene rating and given a timescale to implement this.

What do the different ratings mean?

The food hygiene rating reflects the hygiene standards found at the time the business is inspected by a food safety officer. These officers are specially trained to assess food hygiene standards.

The rating given shows how well the business is doing overall but also takes into account the element or elements most in need of improving and also the level of risk to public health that these elements pose. This is because some businesses will do well in some areas and less well in others but each of the three elements checked is essential for making sure that food hygiene standards meet requirements and the food served or sold to you is safe to eat.

To get the top rating, businesses must do well in all three elements. Those with ratings of ‘0' are very likely to be performing poorly in all three elements and are likely to have a history of serious problems. There may, for example, be a lack of sufficient cleaning and disinfection, and there may not be a good enough system of management in place to check and record what the business does to make sure the food is safe.

Can I get more detailed information about a particular business's hygiene standards?

Yes. More detailed information will be included in the food safety officer's inspection report. If you want to see this you could make a ‘Freedom of Information' request to the local authority that carried out the inspection. You can find the local authority's contact details by searching this website for the business and then clicking on the name of the business.

Alternatively, you can report a food problem to the local food safety team responsible for inspecting the business. The local authority will consider your request and will usually send you a copy of the report.

How often will a restaurant or other food business be given a new rating?

A new rating is given each time the business is inspected by a food safety officer from the local authority where the business is located.

How often inspections take place depends on the frequency of the local authority's inspection processes and the potential risk to people's health if something goes wrong, it also depends on the type of food being handled and the type of processes that are carried out before the food is sold or served to the public.

There is a greater risk if a business is, for example, preparing and serving or selling different types of both cooked and raw foods. These businesses are inspected more often than a small retailer selling a range of pre-packed foods that requires only to be kept refrigerated. The time between inspections varies from six months for the highest risk business to two years for lower risk businesses. In some cases, a business may ask its local authority for a visit to be carried out before the next planned inspection is due. This is where the business was given a rating below the top one of ‘5' but has since made improvements to hygiene standards. This means the food safety officer can check that the improvements have been made and see if a new rating should be given.

Why are businesses not rated more often?

Each local authority is responsible for a large number of food businesses. This means they plan a programme of inspections every year so that the food safety officers can focus on those businesses that have poorer hygiene standards.

The plan is designed so that they inspect and rate those food outlets that represent the greatest risk to people's health more frequently than others. For example, a restaurant preparing dishes using raw and cooked ingredients will be inspected more frequently than a business such as a small retailer selling a range of pre-packed foods that requires only to be kept refrigerated.

If the local authority receives a complaint or other information about a business they are not due to inspect, and that information suggests hygiene standards are not being maintained, the local authority will investigate and may inspect the business and give it a new hygiene rating.

Why are businesses with poor ratings not closed?

Businesses given ratings of ‘0' or ‘1' must make urgent or major improvements to hygiene standards. The local authority food safety officer will use a number of enforcement tools as well as giving advice and guidance to make sure these improvements are made.

The food safety officer will also tell the business how quickly these improvements must be made and this will depend on the type of issue that needs to be addressed.

If the officer finds that a business's hygiene standards are very poor and there is an imminent risk to health – this means food is not safe to eat – the officer must take action to make sure that consumers are protected. This could mean prohibiting part of the operation or closing the business down

HeyMenu also employs several tools and measures to help improve food hygiene standards across restaurants using our platform as well as gaining valuable feedback from our customers.

The rating was given a long time ago. Is it still valid?

The rating is based on the most recent inspection. In such cases, the most recent inspection may have been some time ago. This means the local authority will monitor that the business is maintaining hygiene standards in other ways. For example, by a short visit to the premises to check things or by getting the business to complete a questionnaire. If these checks reveal anything that might indicate that hygiene standards have deteriorated, the officer will carry out an inspection and the business will get a new rating.

If you have any concerns about hygiene standards in any food outlet you have visited, you should contact the local authority. You can report a food problem to the local food safety team. Find the contact details for the food safety team responsible for inspecting the business.

What do businesses need to do to get a higher rating?

All businesses should be able to achieve the top rating. If they do not, the food safety officer will tell them what improvements they need to make to achieve a higher rating and is able to give practical advice on how to make the improvements.

I think I got food poisoning after eating out. Who should I complain to?

Your local authority Environmental Health or Food Safety Team.

The local authority details are on any certificate or the on back of any sticker on show at the business premises as well as on the local authority website.

You may also wish to seek medical advice from your GP.

What does 'Awaiting Inspection' mean?

If a new business has been set up, or there is a new owner, it will not have a food hygiene rating to begin with but it may display a sticker or certificate that says ‘Awaiting Inspection'.

In Wales, there is a similar sticker that says ‘Rating Awaited'.

A rating will be given after a local authority food safety officer has inspected the business to check the hygiene standards.

I'm worried about the rating given to a shop where I've eaten and bought food. What should I do?

You should contact the local authority that gave the rating. The local authority details are on any certificate or the on back of any sticker on show at the business premises as well as on the local authority website.