Complaints Policy

Last Updated: 31/12/2024

This Complaints Policy explains how complaints relating to orders, bookings, and services made through Piderico are handled. Piderico operates as a digital marketplace platform connecting customers with independent restaurants and venues.

As a marketplace platform, Piderico does not prepare, cook, or supply food. Orders and bookings made through the platform are fulfilled by independent restaurants and venues who are responsible for the products and services they provide.

Restaurants and venues listed on Piderico are independent businesses and are responsible for handling complaints relating to their services. This includes, but is not limited to:

• Food quality or taste
• Food safety or allergen concerns
• Incorrect or missing items
• Order preparation issues
• Delivery problems where delivery is managed by the restaurant
• Table booking issues
• Event booking issues

Customers should contact the restaurant directly for resolution of these issues wherever possible.

While restaurants are responsible for resolving complaints about their services, Piderico may assist customers by helping to communicate with restaurant partners or by facilitating dispute resolution where appropriate.

Our role is limited to assisting communication between customers and restaurant partners and ensuring that the platform operates fairly and transparently.

Piderico directly handles complaints relating to the operation of the platform itself, including:

• Technical issues with the website or mobile platform
• Account access problems
• Payment processing errors
• Platform functionality issues
• Concerns about misuse of the platform

If you have a complaint about the platform or require assistance communicating with a restaurant partner, you may submit your complaint through our support page.

https://piderico.com/support/contact-us

When submitting a complaint, please provide relevant details such as your order reference, booking details, and a description of the issue so that we can review the matter appropriately.

Once a complaint is received relating to the platform:

• We will review the information provided
• We may request additional details where necessary
• Where relevant, we may contact the restaurant partner involved
• We will aim to provide a response within a reasonable timeframe

Depending on the nature of the complaint, resolutions may include:

• Providing clarification or explanation
• Facilitating communication between the customer and restaurant partner
• Providing platform credits where appropriate
• Taking action against restaurant partners who repeatedly fail to meet platform standards

Piderico reserves the right to investigate complaints and prevent abuse of the complaints process. Submitting fraudulent or misleading complaints may result in restrictions on account usage.

We regularly review complaints and feedback to improve the performance of the platform and ensure that restaurant partners maintain appropriate service standards.