talabat UAE: delivery, returns and customer service
Reviewed by Fadi NasserUpdated
In short
This page explains how talabat orders work in the UAE once you have tapped to order: getting help, delivery and tracking, cancelling, problems with an order, refunds and payment. The two numbers worth remembering are the 5-minute cancellation window in talabat's FAQ and the 7 to 14 business days the terms give for a refund to reach a bank account.
| Free delivery from | Not published |
|---|---|
| Standard delivery fee | Not published |
| Return window | Not published |
| Free returns | Not published |
| Cash on delivery | Yes |
| Pay later | Not published |
From talabat’s own pages for UAE, read .
Customer service
talabat's FAQ lists three ways in: live chat, a hotline that runs 24 hours, and the Feedback tab. Complaints about an order can also go by email to customercare@talabat.com or through the call centre. The FAQ does not print the hotline number.
The UAE terms point you to in-app live chat and the Help Centre for order issues, complaints and account deletion requests. For anything happening right now, such as a late rider or a missing dish, chat is the route the terms name, and it keeps the conversation attached to the order.
Delivery and fees
Delivery time is the restaurant's own estimate, shown in its Info section, and traffic can change it. The terms say fees for delivery, small orders, service and cash on delivery are displayed before checkout and may change; no amounts are published.
If you forget something, talabat's Add Items option lets you add to an order without a second delivery fee, minimum order value or small-order fee, as long as the Add Items window is still open. The terms do not say how long that window lasts.
Tracking and changing an order
To confirm an order went through, open My Orders in the app; a placed order shows the status Successful.
To add, remove or swap items after ordering, contact customer service. If the restaurant has already sent the order out, anything you add may be handled as a new order with its own charges.
Cancelling
The FAQ allows cancellation within 5 minutes of placing an order. After that the restaurant is working on it and the order cannot be cancelled, with one exception: an order that is over 20 minutes late against the restaurant's promised time may be cancelled. Card payments are also subject to the card terms.
The terms add the other side. If a delivery fails because of something you did or did not do, such as not being reachable, talabat may cancel the order without a refund.
Missing, wrong or late orders
Food cannot be sent back in the usual sense, so talabat handles problems as complaints. If the order is found unsatisfactory, talabat compensates you for the whole order or the affected part. A significantly delayed order can also be compensated. No reporting deadline is stated, but the terms ask you to get in touch immediately.
Non-food orders, such as groceries, flowers, electronics and health and beauty products, follow UAE consumer protection law instead.
- Check the order as soon as the rider hands it over.
- Open in-app live chat from the order and describe what is missing, wrong or damaged.
- Send photos if the agent asks; the terms say talabat may request photographic proof.
- Say whether you want the refund as talabat credit or back to your original payment method.
- Note any credit you receive; credit issued as compensation lasts one year from issue.
Refunds
By default a refund goes to your talabat credit. If you would rather have the money back on your card, you need to ask for the original payment method. The UAE terms say an online-payment refund is processed within up to 7 working days of talabat receiving the cancellation, and that a refund can take 7 to 14 business days to reach the bank account, or up to 30 days with an overseas bank. The FAQ separately quotes up to 6 days for Mastercard and Visa.
Credit issued as a refund or compensation expires one year after it is issued. It cannot be spent on cash-on-delivery orders or anywhere outside talabat. Rider tips on a cancelled order are refunded the same way as the order.
Payment, tips and pharmacy orders
For the UAE the FAQ names five ways to pay: Visa, Mastercard, American Express, Apple Pay and Visa Checkout. The terms add talabat credit and cash on delivery; when you pay cash, only cash is accepted and you should have the exact amount ready. Tips can be added at checkout on any order except cash-on-delivery and merchant-delivered ones, and the rider gets the full tip after delivery. For current codes and card offers, see the talabat coupon page for the UAE.
Pharmacy orders follow separate rules on age, ID and which medicines can be delivered; see the last question below.
Saving at talabat in the UAE
The strongest offer right now: Up to 50% off when you dine out and pay through the app. All talabat codes in the UAE
Frequently asked questions
How many minutes do I have to change my mind?
Within 5 minutes of placing it, according to talabat's FAQ. After that the restaurant has started preparing the food and the order normally stands. The exception is a late order: if it is more than 20 minutes past the restaurant's promised delivery time, you may cancel. Use in-app chat to do it.
Where does my talabat refund go in the UAE?
To your talabat credit, unless you ask for the original payment method. The terms say a bank refund takes 7 to 14 business days, or up to 30 days with an overseas bank. Credit given as a refund or compensation lasts one year and cannot be used on cash-on-delivery orders.
What do I do if an item is missing from my order?
Open the in-app chat at once and explain what did not arrive. talabat may ask for photos. If the complaint is upheld, you are compensated for the whole order or the missing part. You can also email customercare@talabat.com, but chat keeps the complaint tied to the live order.
Can I add an item after placing a talabat order?
Yes, while the Add Items window is open. Items added this way carry no extra delivery fee, no minimum order value and no small-order fee. The terms do not say how long the window stays open. Once it closes, or once the restaurant has dispatched the order, an addition may be treated as a new order.
How long will the restaurant hold a pick-up order?
Up to 30 minutes past the collection time, under the UAE terms. After that the merchant is not obliged to keep it. Check the order before leaving and raise any problem with the merchant there and then. If you are unreasonably late, the risk passes to you and no refund or replacement is due.
Can talabat deliver prescription medicine in the UAE?
Yes, with conditions. You must be 18 or over, the prescription must be issued in the UAE, and the person receiving it must be you or an authorised adult who may be asked for ID. Controlled or semi-controlled medicines and anything needing refrigeration at 2 to 8°C cannot be delivered.
Sources
talabat in other Gulf countries
talabat Kuwait: delivery and returnstalabat Qatar: delivery and returnstalabat Bahrain: delivery and returnstalabat Oman: delivery and returns