Help

Short answers to what people ask. For a problem with an order, the fastest route is in the app: open the order and tap Help with this order. A person answers within 24 hours.

Ordering

How do I order?
Search for a dish, not a restaurant: type egusi or jollof and the app finds the kitchens near you that cook it. Pick a kitchen, add what you want, choose collection or delivery, and pay by card. The kitchen has fifteen minutes to accept; your card is only charged once they do.
Where is my order?
The order screen moves on its own: accepted, cooking, ready, on its way. Kitchens deliver themselves, so if it is late the kitchen is the one to ask, and there is a Call the kitchen button for that. When it arrives, tap It has arrived so the kitchen knows the order is done.
Something is missing, wrong or not right
Open the order and tap Help with this order. Say what happened, add photos if you have them, and a person answers within 24 hours. You can report a problem up to 24 hours after the food arrived. If money is owed it goes back to your card, and the refund shows on the order and on your receipt.
Can I cancel?
Yes, for free, until the kitchen accepts: nothing has been charged by then. Once they have accepted they have started cooking, so cancelling is up to them: call the kitchen, or use Help with this order and we will sort it out with them.
I have an allergy
Every dish shows which of the fourteen allergens UK law names are in it, before you order and again on the order, exactly as the kitchen declared it when you bought it. A kitchen cannot sell a dish without answering that question. These are small shared kitchens, so if a reaction would be serious, tell the kitchen in the note with your order and ask them before you eat.
Paying and receipts
You pay by card through Stripe; we never see your card number. The card is held when you order and charged when the kitchen accepts. Your receipt is on the order screen once the food is done and is emailed to you; you can have it emailed again from the order.
Refunds
A refund goes back to the card you paid with and takes five to ten days to show, depending on your bank. Cancelled orders release the hold on your card rather than refunding it, which can take a few days to disappear from your statement.
Who cooks the food, and are kitchens checked?
Home cooks, caterers and small kitchens who grew up on the food they make. Every kitchen is registered with its council as a food business and verified by us before it can take a single order. mamaPut is the marketplace; the kitchen is the seller of the food, and its name and address are on your receipt.
My account and my data
Under Account you can change your details, addresses and saved cards, download everything we hold about you, or delete your account. A deleted account closes at once and its personal data is erased 30 days later; orders are kept without your details for accounting.
How do I reach a person?
For a problem with an order, Help with this order in the app is fastest: it opens a thread a person answers within 24 hours, by push and email. For anything else, email info@mamaput.app.

Cooking for mamaPut

How do I get paid?
Through Stripe, straight to your bank. mamaPut keeps 15% of each order as its fee and the rest is yours; the Payments screen in the kitchen app shows what each order paid, your balance and your payouts. There is nothing added to the customer's bill.
I disagree with a decision, or something is wrong with mamaPut
Settings, then Complain to mamaPut. Choose what it is about (a payout, how you are ranked or shown, a decision such as a suspension or a dish taken off, a customer, the app) and say what happened. We answer in writing within three days and the outcome is written down. That route is free and it is yours by law.
Why can I not switch a dish on?
Either the dish has no allergen answer yet (open it and go through the fourteen allergens), or we have taken it off the menu for now, in which case the app shows why and the email we sent says what to do. Reply to that email when it is sorted and we give the dish back.
A customer has a problem with an order
They report it in their app and we look into it with you: expect a message from us by email with what they said. We refund the customer when that is right and tell you; the receipt and your Payments screen show it.
My kitchen is not showing to customers
Customers see a kitchen only when it is verified, has at least one dish switched on with its allergens answered, has opening hours set, and is open right now with the Taking orders switch on. The Getting ready checklist in Settings shows what is left.

Still stuck? Email info@mamaput.app. Kitchens can also read how selling works.