How can we help?
Quick answers about ordering, payment, rewards, delivery and your account. Still stuck? Email us and we'll get back to you.
Ordering
How do I order with Cates?
Download the Cates app, choose a stall nearby or scan the QR code at your table, pick your dishes and pay. You get a pick-up number as soon as the order is placed.
How do I know my order is ready?
The app lets you know when the stall marks your order as ready. Where the stall has a screen, your pick-up number is also called there.
Can I order without the app?
At many sites you can order at a self-service kiosk, or scan the QR code at your table to order in your phone's browser. The app keeps your orders, receipts and points in one place.
Payment & problems
How can I pay?
PayNow and cards in the app. Some sites also accept member wallets and staff meal programmes — the options you see at checkout are the ones that stall accepts.
Something is wrong with my order
Please speak to the stall first — most problems are fastest to fix there.
If it can't be sorted out, email [email protected] with your pick-up number, the stall and the time of your order. We'll look into it, including a refund where appropriate.
Rewards
How do points work?
At participating merchants you earn points on eligible orders and can use them to offset a later bill. Your balance and history are in the app. Points can expire, so check your balance from time to time.
Delivery & lockers
Where do you deliver?
We deliver from nearby canteens to offices, halls and homes in a number of areas. See the full list on our places page; the app shows what is available at your address.
How do food lockers work?
Choose a Food Locker Station at checkout. Once your meal is in the locker you'll be notified in the app, and you can collect it whenever it suits you.
Account & privacy
How do I update my details?
Open the app and go to your profile to update your name, email and other details.
How do I delete my account?
Email [email protected] from the email address on your account, or include the mobile number you signed up with, and ask for your account to be deleted.
We'll confirm by email once your account and personal data have been deleted. Records we are required to keep by law, such as transaction records, are kept only for as long as the law requires.
How do you use my data?
Our privacy policy explains what we collect and why. You can contact our Data Protection Officer at [email protected].
For merchants
Where do I sign in to manage my stall?
Use the merchant portal to update menus, stock and prices and to see your sales.
I'd like to sell on Cates
Tell us about your stall or brand on the merchants page and we'll get in touch.
Still need help?
Email our customer care team and include your pick-up number if it's about an order.