FAQ

Order Issues

How to place an order?

You can only place an order for the restaurant on the specified official website now, choose the expected delivery time, your address, and finally select the event set menus. The order will be created after the payment is successful. Note that some menus are shared by multiple people, so please read the menu information carefully when ordering. Once the courier information becomes available, you will receive a text message with the courier information and location.. We recommend you choose "Noncontact delivery", and inform the place courier where to place your food in the remarks.

How to choose a restaurant?

After you select the restaurant and fill in your address, it will show the delivery distance, estimated delivery time, and delivery fee. Please choose another restaurant if your location is beyond the scope of delivery.  P.S. Due to the the special situation and a shortage of couriers now, the delivery distance will be adjusted to less than 8km in order to ensure the dining experience.

How to choose a delivery set menu?

You can check a delivery set menu on restaurant details pages, then select the corresponding event set menus and number of them when ordering. Note that some menus are shared by multiple people, so please read the menu information carefully and select the correct number of menus.

Why can some delivery timeslots not be selected?

This means that the maximum number of delivery sets available for that time has been sold out, or the restaurant is closed for delivery orders on that day or time due to private events and breaks. Please choose another time to book. If the timeslots you want to book is full, you can check it time by time. Guests may cancel their orders.

Why do some restaurants only provide sharing menus shared by multiple people?

Some restaurants (especially some Chinese restaurants) can only provide menus shared by multiple people due to the way they prepare and serve the dishes. A typical dish will have portion sizes too large for a single person. The price shown in such cases is the price per portion and an indication of how many people it can be shared with.

Why didnt I receive a text message after booking?

To make sure that you can receive the text message successfully, please make sure you submitted the correct phone number.
The possible reasons for not receiving the text message are as follows:
1 Please check the phone number and country code you leave are correct.
2 Messages may be delayed, please try again later. (especially for non-Chinese numbers)
3 If you have unsubscribed some text messages before, it may affect SMS delivery.
4 If you have complained to some message service providers before, such as China Mobile, they may prevent you from receiving the message. This requires you to communicate with the service provider.
5 Maybe you are in the operator’soperator’s blacklist, you can tell your phone number and we can try to apply for unlocking, but we cannot guarantee to unlock it successfully.
We recommend you to login the website and check your order information.

Why didn't I receive an email after booking?

Order information can be checked in the email., and cancellation can also be made in the email.
The possible reasons for not receiving an email are as follows:
1 There may be a delay in the mail, please check later.
2 The mail may be recognized as a spam by the system, you can try to find it in the spam folder.
3 Your mailbox is at a high security level and mails cannot be sent to your mailbox.
We recommend you to login the website and check your order information.

How to cancel an order?

You can cancel the order on the specified event website. Just login in your accounts to check the order which you want to cancel and click Cancel according to the cancellation policy. Then the money will be returned in the original account. Orders can only be cancelled online. Cancelation and modification through phone, email or contact with the restaurants is not possible.

What is the cancellation policy?

Orders placed more than 4 hours in advance can be cancelled instantly. Under 4 hours please contact DiningCity Support team and we will check with the restaurant if they started meal preparation. (Some restaurants may have longer preparation time due to ingredients used). An order can always be cancelled in the first 5 minutes of being placed.

Can I place or cancel an order by phone?

You can login in your accounts to 1) check 2) cancel 3) modify your reservations online (and only online) and do not need to contact with the restaurant. For cancellation policy, please refer to "What is cancellation policy".

What can I do if my address or phone number is wrong?

You can choose to cancel the order or place a new order. If the order has been delivered and cannot be cancelled, it is recommended that you can contact the  courier. In consideration of the delivery distance of the new address, there may be additional delivery fees, and it needs you to communicate with the  courier. If you have any other questions, please call our customer service hotline: 4000 165 810.

How to fill in the remarks? 

If you have any allergies or diet restrictions, please inform us in the remarks so that the restaurant can adjust or contact you in time. Please understand that the specific delivery time may have discrepancies as they are estimates and external factors may affect delivery speed. If required, please inform the acceptable range in the remarks. You can also view the courier status in the order.

Why is my order cancelled?

If you do not pay, the booking will be automatically cancelled. If you have paid but your order still has been cancelled, it may be cancelled due to the reasons such as unable to contact you, no  courier to deliver meals, etc., we suggest you directly call our customer service hotline: 4000 165 810 or send email to info@diningcity.asia. We will follow up in time.

What should I do if the delivery is over time?

Delivery times may be affected by bad weather or traffic restrictions during this period, or other issues impacting the current situation. Please understand that we will be committed to delivering the meals to you as soon as possible. In case of any problem, please directly call our customer service hotline: 4000 165 810 or send email to info@diningcity.asia. We will follow up in time.

What about missing or wrong dishes?

If the dish doesn't affect your meal, please contact us and take photos for filing so that we can contact the restaurant in time. If the dish has seriously affected your meal, we suggest you contact the restaurant directly first to see if it can be delivered immediately. If you have any questions, please feel free to contact us.

How to obtain a restaurant invoice?

If you want to obtain a restaurant invoice, please inform it in your remark when you place an order. We recommend you contact restaurant in advance. If you have missed it, you may need to pick up your own or solve the delivery problem yourself.

 

Payment Issues

How to make a payment?

After selecting the number and type of menus, you can view the amount to be paid and pay by an approiate way. Currently we support Alipay, WeChat and UnionPay for payment.

How to get a refund after successfully cancelling the order?

If the reservation is cancelled successfully according to the cancellation policy, the money will be returned in the original way within 3-7 working days. You can click the reservation to check the refund status.

Why can't I apply for a refund?

If the reservation is not cancelled in time according to the cancellation policy, the refund cannot be applied for on the system at present. If you need to apply for a refund due to meals or delivery problem, please contact us. For cancellation policy, please refer to "What is cancellation policy".

Will a unpaid order be cancelled?

The system will automatically cancel the order if it is not paid  after the order is placed. The order will only take effect after payment.

If the payment has been deducted already, but the order still shows that it has not been paid successfully, what should I do?

This problem may be caused by that the data of bank / Alipay / WeChat are not immediately transmitted to our platform. Please don't worry about it and refresh the page later. If you still show "no payment" after half an hour, please check the payment records of bank / Alipay / WeChat first, get the transaction number of your deduction, then call our customer service hotline: 4000165810 or send email to info@diningcity.asia, we will follow up in time.
 

Delivery Issues

How to ensure a Noncontact delivery?

The delivery partner is DADA express and FlashEx, which will both adopt the service mode of "noncontanct delivery". In this mode, the couriers and the customers will keep a safe distance in order to avoid the risk of infection. At the same time, when you submit orders, you can inform the place where to take your food in the remarks (e.g. Put it in front of the door ) to avoid face-to-face touch and ensure the safety of receiving meals.

How to ensure that food production and delivery processes are not contaminated? 

  • To ensure the safety of having meals during the epidemic period, restaurants have activated some emergency measures, including: taking staff's temperature, all staff are required to wear masks and wash hands frequently and thoroughly disinfect the dining environment to ensure the health and safety of both customers and employees.
  • At the same time of ensuring the noncontact delivery service, we advocate that the couriers should take safety as the first priority, and must adhere to the daily temperature measurement, wear a mask and disinfect the distribution box; strictly prohibit the delivery of live poultry, livestock, wild animals and their related semi-finished products.

How to get your food delivery status?

Once the  courier receives the order, you will receive a text message. You can click the link to view the location of the  courier, delivery time and other information in real time.

Will food flavor be affected by delivery?

In order to ensure the dining experience, in this activity, all the menus are choosed suitable for delivery as much as possible by restaurants. If you have any questions, please contact us directly.

Why is the expected delivery time inconsistent with my actual received time?

Please understand that the specific delivery time may have discrepancies as they are estimates and external factors may affect delivery speed. If required, please inform the acceptable range in the remarks. You can also view the courier status in the order.

How much is the distance of delivery?

Due to the the special situation and a shortage of couriers now, the delivery distance will be adjusted to less than 8km in order to ensure the dining experience.

 

Other Issues

How to contact us?

Please contact DiningCity by calling customer service hotline 4000 165 810 or send email to info@diningcity.asia. We will follow up in time.

How to share your dining experience ?

After the order is completed, you can evaluate the order at "completed order" and share your dining experience.