Foodmama is a food company and operates both Sit in Restaurant for our valued customers to enjoy good food in the relaxed ambience of our restaurant and a food delivery platform that makes getting good and freshly cooked food from the Foodmama kitchen delivered to their door as easy as requesting a ride.

The Foodmama app allows you to order a broad range of freshly cooked deliciously tasty food from the Foodmama kitchen whenever you want.

Foodmama makes good food happen.

The Foodmama app allows you to order a broad range of freshly cooked deliciously tasty food from the Foodmama kitchen, so you can have your favourite food delivered to your doorstep at the tap of a button. 

All you need to do is:

1. Download the app and add your delivery address
2. Enter your drop-off location
3. Choose from the full menu for your favourite meal
4. Place your order and follow along as your meal is prepared and delivered.

Foodmama is currently serving Lagos and Ogun states and is growing.
To see if Foodmama is available in your city, visit Foodmama.ng or check the Foodmama app. You can see which cities we currently serving.

You can place an order in the Foodmama app or online at Foodmama.ng Browse and select the meals you'd like to order, add items to your cart, confirm delivery details, and check out when you're ready.

TO PLACE AN ORDER:

1. Open the Foodmama app or sign into your account on Foodmama.ng
2. Browse the meals you'd like to order
3. Select items and add them to your cart; when done, click 'View order'

4. Review your order and add delivery notes if necessary
To add more items, click 'Add items'
To remove an item, click on the item, then select 'Remove item from cart'
5. Make sure your payment method is correct or select to change it
6. Add a tip for your delivery person if you'd like, then click "Place order"
Once your order is placed; you can track and receive SMS alerts.

To track your delivery person’s progress as they make their way to you, please follow these steps in the Foodmama app:

1. Tap the receipt icon on the bottom menu bar
2. Tap "Upcoming" to select your current order
3. Tap "Track" to view the status

If you're unable to see the rider delivering the order on your Foodmama app, please call us on 081 1319 0680 or 070 4000 3133 to have an update on your order.

We will always send you alerts on your order status and delivery.

If you'd like to change your order before it is picked up from the foodmama kitchen, please call us on 081 1319 0680 or 070 4000 3133, quoting your name and order details.
We will do our best to accommodate your request.

If the order is showing as completed via the app, but you've not received the order, please use our Foodmama live chat on the app or online at www.foodmama.ng so we can help.

If you received someone else's order and were delivered the wrong items, please let us know so we can review what happened. To speak to someone immediately, please reach out to your local Foodmama support phone line on 081 1319 0680 or 070 4000 3133

Our delivery team do their best to package and deliver food safely and securely.
If your order arrived damaged in any way, please let us know. We'll review and make adjustments as necessary

If the delivery address on your order is incorrect, contact us and let us know.
You may be required to pay for the additional travel distance to you.

You can change it on your dashboard or contact us directly to change your delivery address.

You may be required to pay for the additional travel distance to you.

The kitchen team do their best to prepare food within the estimated pickup time but external factors may cause a delay. For example, if the kitchen is busier than normal or if you placed a larger order.

We know that a delay can be frustrating; we will always provide you with an update on your order status and SMS alerts.
In the unlikely event that the kitchen is unable to fulfil your order, you will of course not be charged.

Please bear with us! We're working hard to get your order to you as quickly as possible.

From your list of orders, tap "Track Order" to view the status of your food. It will either be waiting for the kitchen to confirm, in the process of being prepared, or on the way to be delivered to your door.

We will always send you the status of your order and alerts.

If you'd like to change your order before it is ready for pickup, please reach out to us directly, quoting your name and order details.

The kitchen will do their best to accommodate your request.

If the kitchen hasn't already accepted your order you will be able to cancel your order via the app or online. To cancel an order during this time frame:

1. Tap the receipt icon found on the bottom menu bar
2. Tap ""CANCEL ORDER"" at the bottom of the order tracking screen
3. Confirm the request by tapping ""CANCEL ORDER"" again in the confirmation screen

You can still cancel your order if the kitchen has already accepted your order however, you'll still be charged.

Sometimes, your order may need to be cancelled by the kitchen. In the event of a cancellation, you can try ordering again after 45 minutes. If the kitchen runs out of a certain item or is experiencing a large volume of orders, they may cancel an order. You will not be charged if the kitchen cancels your order.

The delivery time displayed at the top of your order is estimated and includes factors such as:

1. The time it typically takes the kitchen to accept and prepare an average order
2. The time we estimate it will take to travel from the kitchen to the delivery address

The stated delivery time is our best prediction but is not a guarantee. Actual delivery time may vary depending on how busy the kitchen is, the size of your order, traffic conditions, and other factors.

Tap the receipt icon at the bottom of the screen to see a list of your past orders. Find the order you'd like to have again and tap RE-ORDER. This will add the same list of items to your cart, so you can do a final review before placing your order again.

There are 2 delivery options for receiving your order:

1. Meet at door - The delivery person will meet you at your door.

2. Pick up outside - You'll meet your delivery person at the gate.

To get started, select your preferred delivery option, then follow the on-screen prompts to update your delivery details.

Note: If you have other special delivery instructions, you can include them before confirming your order.

While tipping is never required, you can add a tip as an extra way to thank your delivery person for their efforts. For feedback regarding items in your order, you can rate the order and rider.

We offer the option to tip your delivery person directly through the Foodmama app, 100% of the tip goes to the delivery person.

You can choose to tip before or after placing your order, and you're free to edit your tip amount for up to an hour after your delivery is complete.

There are 3 ways to add a tip for your delivery person:

OPTION 1: BEFORE PLACING YOUR ORDER

1. After selecting your order items, follow the prompts until you reach the 'Review & pay' screen
2. Find the section 'Add a tip'
3. Select the tip amount/percentage or tap 'Other' to enter a custom amount

OPTION 2: AFTER DELIVERY

Once your order is delivered, you're automatically given the option to rate your experience and add a tip.

NOTE: If you add or edit a tip after delivery, you'll be emailed an updated receipt that includes the new tip amount.

OPTION 3: IN YOUR ORDER HISTORY

You can add a tip to a completed order for up to 30 days after delivery:

1. In your app, tap the receipt icon in the bottom menu bar
2. Select the order you want to add a tip to
3. Next to the tip amount, tap "Add tip"

If you added a tip for the delivery person when placing your order, you can edit the tip amount up to one hour after your order arrives.

There are 2 ways to do this:

OPTION 1

After your order arrives, you'll be prompted to add a rating and tip for the delivery person if you choose:

1. Follow the onscreen prompts to add your rating and view your current tip amount.
2. Tap "Edit" to change the amount.
3. Tap "Save and continue" to save your new tip amount.

OPTION 2

1. In the app, tap the Orders icon in the bottom menu bar.
2. Scroll to find your order.
3. Tap "Edit amount" next to the tip.

NOTE: The option to edit your tip is available for up to one hour after the order is delivered.

How to contact the delivery person
1. Tap the phone that appears at the top right of the order status screen
2. Choose between calling or messaging them

Note that delivery person needs to stay safe and obey the rules of the road. A delivery person probably can't answer your phone call when in traffic.

Tap the link below to reset your password. You'll receive an email with a unique link you can use to create a new password. Be careful not to share your password with others – Foodmama support will never ask you for your password.

If you're unable to reset your password or access your account, please contact us via admin@foodmama.ng

You can update your name, email, phone number, and profile picture in your Foodmama app or online at www.foodmama.ng

1. Tap the profile icon in the menu bar at the bottom of the app
2. Tap "Settings", then tap "Edit account"
3. Tap the detail you want to change and enter the updated information
4. You'll be prompted to enter a verification code or current password to confirm your change

We use verification codes to help ensure you're the one making changes to your account. Here's what to expect based on the details you change:

- Phone number: you'll receive a verification code via text message. Enter the code in your app to confirm the change.

- Email: we'll email you a verification code to your new address. Enter the code in your app to confirm the change. We'll also send a notification email to your old email address. If you don't receive an email, check your spam or junk folders and the spelling of your email address before requesting another code. If you're still not receiving the verification code, tap "I'm having trouble".

- Password: you'll be prompted to enter your current password in the app. Passwords must be at least 5 characters long.

We use verification codes to help ensure you're the one making changes to your account. Here's what to expect based on the details you change:

- Phone number: you'll receive a verification code via text message. Enter the code in your app to confirm the change.

- Email: we'll email you a verification code to your new address. Enter the code in your app to confirm the change. We'll also send a notification email to your old email address. If you don't receive an email, check your spam or junk folders and the spelling of your email address before requesting another code. If you're still not receiving the verification code, tap "I'm having trouble".

- Password: you'll be prompted to enter your current password in the app. Passwords must be at least 5 characters long.

If you can't sign in to your account because you forgot your password, click the link below to reset your password.

If you're unable to sign in to your account for any other reason, let us know below. We ask that you give us with some additional info so we can confirm your identity. This helps us keep your account secure.

First and last name (Required)

Phone number (Required)

Describe two recent Foodmama orders (Required)

Your contact details (Required)

 Email

We'll send you an email for verification

SUBMIT

You can save up to 2 addresses on your account so you can quickly select where you'd like your food delivered.

Tap the profile icon in the bottom-right corner, then select Settings. Under SAVED PLACES, Tap Home or Work to add or change an address. Tap DONE when you're finished.

View your order receipts and order history directly in the Foodmama app.

1. Tap the receipt icon in the menu bar at the bottom of the app
2. Find the order under "Past orders"
3. Tap "View receipt"

If you're getting an error message when attempting to update your mobile phone number or email address, or if you're not receiving the verification code, let us know here.

It's always recommended to check the spelling of your email and make sure you've entered your new phone number correctly.

What detail did you try to update? (Required)

Provide your new email, phone number, or both (Required)

Share additional details (Required)

Your contact details (Required)

 Email

We'll send you an email for verification

SUBMIT

Delete your Foodmama account using the steps below.

1. Open the link below and sign in:

Delete my Foodmama account

2. Once signed in, follow the instructions.

Foodmama will ask you to verify your identity using a temporary verification code before you can delete your account. This may require you to have a phone number attached to your account. If you're not able to add a phone number in your account settings, contact us through the link below.

Business account allows you to charge orders to your business/company account and receive receipts at your work email address.

TO CREATE A BUSINESS ACCOUNT:

1. Open the Foodmama app or online at www.foodmama.ng

2. Go to the Account icon in the bottom right corner.
3. Select Business Preferences on the list that appears.
4. Tap Turn on.
5. Select the type of account you prefer. You can choose between Create an individual account or Create a business account.

To edit a profile:

1. Open your Foodmama app and tap the Account icon.
2. Tap the profile you'd like to update, then tap the item you wish to edit

On business account that you created, you can edit the:

- Account name
- Associated email
- Default payment method

NOTE: On business account managed by your company, you can only edit the default payment method. All other changes must be made by the account administrator.

You can switch between your personal and business account by following the steps below:

1. Tap the menu option at the top left corner.
2. Choose Business Account.
3. Select the account you want to use.

NOTE: Your app will default to the account used for your last order.

If you suspect that someone used your Foodmama account or you see suspicious activity, your account may be compromised.

Suspicious activity can include:
- Order requests you didn't make
- Completed orders you didn't request
- Phone calls or text messages from delivery people about orders you didn't request
- Receipts for orders you don't recognize on your account
- Account changes you didn't make
- Changes to your payment profile you didn't make
- Password or email address updated without your knowledge

If you're able to sign in to your account, we recommend resetting your password.

Failure to comply with any of our Community Guidelines may result in the loss of access to your Foodmama accounts. If employee of Foodmama, disciplinary action/dismissal from foodmama employment. Here are some examples of Community Guidelines violations:

·         Using the Foodmama apps to commit any crime

·         Discriminating against someone based on traits such as age, colour, disability, gender identity, marital status, national origin, race, religion, sex, sexual orientation or any other characteristic protected under relevant law

• Physical contact. Hitting, hurting or otherwise intending to hurt anyone. 
• Threatening and rude behaviour. Using language or gestures that could be disrespectful, threatening or inappropriate.
• Breaking laws. Violating any applicable law.
• Drugs and alcohol. If delivering orders, driving while under the influence of alcohol (it’s against the law).
• Fraud. Deception can weaken trust and also be dangerous. Examples of fraud include deliberately increasing the time or distance of a trip or delivery for fraudulent purposes; confirming order or delivery requests without the intention to complete them, including provoking customers to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges; intentionally requesting, confirming or completing fraudulent or falsified deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item, and not delivering the entire order; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts.
• Providing inaccurate delivery information, which can create confusion and diminish trust and customer experience.
• Sexual assault and misconduct. Foodmama prohibits sexual assault and sexual misconduct of any kind.
• Unwanted contact with customers after a delivery. Contact should end when the delivery is complete. For example, texting, calling, visiting or trying to visit someone in person after completing a delivery is not allowed.

We deliver all orders in insulated box/bag to ensure a better customer experience and protect the food from movement and weather conditions. Customers expect us to deliver their orders safely and in accordance with relevant safety standards. For example, opening packaging during delivery can lead to foreign matter in food, which may pose a significant food safety risk for customers.

The kitchen team may outline certain delivery guidelines that promote food safety. All delivery persons must adhere to the regulatory guidance and specific kitchen instructions including customer dietary restrictions to ensure better customer experience.

Foodmama policy is to Treat everyone with respect. The following list provides examples of inappropriate conduct.

 

• Behaviour and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles and winks. Don’t touch or flirt with people you don’t know.
• Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity or sexual orientation. Refrain from asking unrelated personal questions.
• Aggressive, confrontational and harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful or threatening. It may be a good idea to stay away from personal topics that can potentially be divisive, such as religion and political beliefs.
• Keep conversations casual and friendly with Foodmama users or delivery persons. Don’t ask personal questions.

Foodmama policy is to Treat everyone with respect. The following list provides examples of inappropriate conduct.

 

• Behaviour and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles and winks. Don’t touch or flirt with people you don’t know.
• Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity or sexual orientation. Refrain from asking unrelated personal questions.
• Aggressive, confrontational and harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful or threatening. It may be a good idea to stay away from personal topics that can potentially be divisive, such as religion and political beliefs.
• Keep conversations casual and friendly with Foodmama users or delivery persons. Don’t ask personal questions.

Foodmama receives feedback through a variety of channels, reviews reports submitted to our customer support team that may violate our Community Guidelines and may investigate through a specialised team. We may put a hold on your account until our review is complete. Not following any one of our Community Guidelines may result in the loss of access to your Foodmama account. This may include certain actions you may take outside of the apps, if we determine that those actions threaten the safety of the Foodmama community or cause harm to Foodmama’s brand, reputation or business.

If employee of Foodmama, disciplinary action/dismissal from foodmama employment.