Q. I want to provide feedback.
A. Write to us at support@droptheq.com and we will get back to you in 24 hours. For order feedback, you may give your valuable feedback when you rate us on order completion. Alternatively, you may use Orders Page to give us feedback on any old completed order.
Q. Can I edit my order?
A. An order can not be edited once it has been placed. You may cancel a Pay by Cash order only before it has been accepted by the vendor. For any disputes, write to us at support@droptheq.com.
Q. I want to cancel my order.
A. You can cancel a Pay by Cash order only before it has been accepted by the vendor. A pre-paid order cannot be cancelled unless a vendor allows so. For any disputes, write to us at support@droptheq.com.
Q. Will DroptheQ will be accountable for quality/quantity?
A. Quantity and quality of the merchandise/food is the vendors’ responsibility. However in case of issues with the quality or quantity, kindly submit your feedback and we will pass it on to the vendor or, write to us at support@droptheq.com.
Q. Can I order from any location?
A. Yes, you may place order from any location. Select the relevant city from the Profile Section to look for vendors in other cities.
Q. I cannot see any items in the store I selected.
A. Please check if you have selected a Contactless-Shopping option by mistake. Please change the option to Discover and Order and you may continue to enjoy your shopping.
Q. I do not know in which category I should search for a particular item in the selected store.
A. Use the Search Option at the top of the screen; you should get what you are searching for, if the item is available in the selected store.
Q. I want to know the status of my order.
A. You can go to the orders page and select the order number to view the details of the order in question. You may also approach the vendor with Order Number to know the status of your order.
Q. I am in a Contactless-Shopping store but the barcode is not being scanned properly.
A. Please ask for help from an assistant or select another piece to complete your order.
Q. How do I checkout my Contactless-Shopping Order.
A. Please show the OTP/QR Code at the DroptheQ counter to complete your order. You may then move out of the store.
Q. I do not see “Pay by Cash” option for Contactless-Shopping Store.
A. We do not provide this functionality for Contactless-Shopping Stores. Only Online Payments are accepted.
Q. I want home delivery of my order.
A. If the store provides that option and the delivery address is within the delivery radius of the store, it will be done. Just select the delivery type as “Home Delivery” before order completion. Do note that Home Delivery option will be applicable on cart total above a certain amount which will vary from store to store.
Q. I chose Self Pickup of my order but now I want to change it to Home Delivery.
A. We do not provide this functionality. Please get in touch with us at support@droptheq.com for further details.
Q. I did not get the items I ordered for.
A. Please get in touch with us at support@droptheq.com with details and we will get back to you.
Q. I bought merchandise from Contactless-Shopping Store and want to return/exchange it.
A. Please refer to our Return and Exchange Policy at the website and get in touch with the vendor with relevant details. Alternatively, you may write to us at support@droptheq.com and we will get back to you.
Q. Is single order from multiple vendors possible?
A. We do not support this functionality as of now. You may order different items from different vendors.
Q. Did not receive OTP.
A. Please check if your app is due for update. If not, please share details via support@droptheq.com
Q. Unable to view details on my profile.
A. Please check if your app is due for update. If not, please share details via support@droptheq.com
Q. I want an invoice for my order.
A. Write to us as support@droptheq.com and we will get back to you in 24 hours
Q. I did not get refund for my cancelled order.
A. Please refer to our Refund and Cancellation Policy on the website. For any further clarification, write to us at support@droptheq.com.
Q. I entered wrong CVV, why did my transaction still go through?
A. The logic of validations of CVV resides with either the payment gateway or the bank. It is absolutely the choice of bank to have CVV as mandatory input field or not. As per RBI guidelines, two-factor authentication is not mandatory for less than Rs. 2000 transactions. It is not in control of Droptheq. As an organisation, we do not store any card information.
For Corporate Users
Q. Can I order from any location?
A. A corporate user may order food for the office cafeteria from any location.
Q. Do you accept Sodexo, Ticket Restaurants etc.?
A. We do not accept Sodexo vouchers or Sodexo card, as of now.
Q. I want to book multiple slots within a day.
A. Please note that slot booking is only if you want to have food in cafeteria with or without ordering from the vendor. So yes, you may book multiple slots within a day however, we will not recommend the same in current COVID-19 scenario.
Q. I want to order for my food without booking a slot.
A. Yes, you may do so by ordering a take-away order but you will not be promised a place to sit and eat.
Q.I could not pick up my order in the booked slot due to work commitments, what should I do?
A. Your order is ready with us, kindly pick it from the vendor but we cannot assure a place to sit in the cafeteria as the time booked is over.
Q. My slot time is about to expire and I still did not receive “order ready” notification.
A. Please approach the vendor with your order number. In case of any issues, write to us as support@droptheq.com and we will get back to you within 24 hours.
Q. I have ordered dine-in but I want to order more food, what should I do?
A. Please use “take away” option to order more food within this slot.
Q. Can I order in advance?
A. As of now, the orders can be placed only for the day in question.
Q. Why do I need to pre-book a slot?
A. Please note that slot booking is only if you want to have food in cafeteria with or without ordering from the vendor. In case you want to have home-cooked food in the cafeteria or order something along with your home-made food, you may use this option.
Q. I do not have a phone today, how can I order food.
A. The vendor will be able to book your order for you, please approach him for the same. Do keep your employee id and phone number handy.
Invite Referral Program
Q. How do I participate in the program?
A. You participate automatically by downloading our app and earning 800 Coins immediately. You can earn more by sharing the invite referral link from the DroptheQ app on your phone (Use Refer and Earn Link using the side menu bar option) with your friends or relatives through any of the media (whatsapp, email, twitter, sms, facebook, linkedin etc). When your referral successfully downloads our app, you get 50 coins. On successful completion of your referral’s first order, you earn 150 coins. So, keep referring and earning.
Q. What is the conversion of Coins to Rupees?
A. 10 Coins = 1 Re
Q. I have coin balance in my account but I am not able to redeem the coins for my order.
A. Your available coin balance should be > 200 COINS to allow redemption. Coin Balance below this amount will not be redeemable.
Q. How many coins can I redeem on an order?
A. You can redeem 50% of the COINS balance (if coin balance > 200) up to 40% of the cart value.
Q. How do I earn on placing order through the app?
A. On successful completion of your every online order you earn loyalty Coins. So, to earn more, keep ordering.
Q. I can’t see Coins Earned on my current order.
A. Coins Earned are visible after 24 hours of placing order only when the order has been COMPLETED by the vendor. Please check the time of placing order and the status of order. In case of any questions, write to us as support@droptheq.com and we will get back to you
Q. The vendor cancelled my order but the coins redeemed have still not been credited to my account.
A. Please write to us at support@droptheq.com in case Coins are not credited even after 7 days and we will do the needful.
Q. How do I know my current balance for Invite Referral Program.
A. Go to Account section on our app and select “Drop Coins Summary”; you will get the complete details of the coins earned and redeemed by you.
Q. My Earned Coins have expired.
A. All Coins earned have an expiry date of 3 months from date earned. Please make a note of the same in order to timely redeem the Coins. You may write to support@droptheq.com in case of any questions.
