Frequently Asked Questions

Open the Twala app, browse restaurants near you, select items from a restaurant's menu, add them to your cart, and proceed to checkout. You'll need to confirm your delivery address and choose a payment method before submitting your order.

Currently, each order can only include items from one restaurant. If you want food from multiple restaurants, you'll need to place separate orders.

When adding items to your cart, you can include special instructions for each item. You can also add delivery instructions (like gate codes or landmarks) during checkout.

Currently, all orders are placed for immediate preparation and delivery. We're working on adding scheduled orders in a future update.

If an item is unavailable, the restaurant will contact you to offer a substitute or remove the item from your order. You'll be refunded for any items that cannot be fulfilled.

You can cancel your order through the app before the restaurant accepts it at no charge. Once the restaurant starts preparing your food, cancellation may result in charges. After the rider picks up your order, cancellation is not possible.

Once an order is placed, modifications are not possible through the app. Please contact the restaurant directly if you need to make urgent changes before they start preparing your food.

We currently deliver within Lusaka, Zambia. Our coverage area extends up to 30km from partner restaurants. You can check if your address is within our delivery zone by entering it in the app.

Delivery times vary based on restaurant preparation time, distance, and traffic conditions. You'll see an estimated delivery time before you place your order, typically ranging from 30-60 minutes.

Once a rider picks up your order, you can track their location in real-time on a map within the app. You'll also receive push notifications for key updates like 'Order Confirmed', 'Rider Picked Up', and 'Arriving Soon'.

The rider will attempt to contact you. If they can't reach you within a reasonable time, the order may be cancelled and you may still be charged. Please ensure you're available at your delivery address.

Yes! Add 'contactless delivery' to your delivery instructions during checkout. The rider will leave your order at your door and notify you when it's delivered.

Please report any issues through the app within 2 hours of delivery. Take photos if possible. We'll investigate and provide a refund or credit as appropriate.

Address changes after placing an order are not supported in the app. If you need to change your address urgently, contact support immediately. Changes may not be possible once the rider has picked up your order.

We accept Cash on Delivery and Mobile Money (where available). Additional payment methods may be added in the future.

Delivery fees are based on the distance between the restaurant and your delivery address: • Less than 1km: K25 • 1.1 - 10km: K35 • 10.1 - 20km: K70 • 20.1 - 30km: K110 • Over 30km: Outside delivery area

Menu prices on Twala are set by each restaurant and may differ from their in-restaurant prices. All prices are clearly displayed before you place your order.

Refunds are processed for valid issues like undelivered orders, significantly incorrect orders, or food quality problems. Submit a refund request through the app within 24 hours of your order. Approved refunds are typically processed within 3-5 business days.

Currently, we do not charge additional service fees. You pay the menu price plus the distance-based delivery fee.

Tipping is not built into the app, but you're welcome to tip your rider in cash upon delivery if you'd like to show appreciation for their service.

Download the Twala app, tap 'Sign Up', and register using your phone number. You'll receive a verification code via SMS to confirm your number.

Twala uses phone number authentication, so there's no password to reset. If you're having trouble logging in, use the 'Resend Code' option during login or contact support.

Go to Profile in the app menu. From there you can update your name, email, and saved delivery addresses.

Go to Profile → Settings → Delete Account. Your data will be removed within 30 days as described in our Privacy Policy. Note that some data may be retained for legal compliance.

We use your location to calculate delivery distances and fees, show nearby restaurants, and enable real-time order tracking. You can learn more in our Privacy Policy.

Try these steps: 1) Close and reopen the app, 2) Check your internet connection, 3) Update to the latest version from the App Store or Play Store, 4) Restart your phone. If issues persist, contact support.

Yes! Twala is available for download on both the Apple App Store (iOS) and Google Play Store (Android).

Download the Twala app and apply to become a rider through the app. You'll need to provide identification, proof of a valid driver's license (for motorized vehicles), and complete our verification process.

You must be at least 18 years old, have a reliable vehicle (motorcycle, bicycle, or car), own a smartphone, and pass our background verification. A valid driver's license is required for motorized vehicles.

Riders receive the delivery fee for each completed delivery. Earnings are tracked in the app. Payment schedules and methods are communicated during onboarding.

Yes! Riders are independent contractors who control their own schedule. You can go online or offline in the app whenever you choose and work as much or as little as you want.

Background location allows customers to track their delivery in real-time and helps us calculate accurate ETAs. It's only active during deliveries and stops automatically when you complete a delivery or go offline. See our Privacy Policy for details.

If you encounter issues during a delivery (accident, vehicle breakdown, etc.), contact support immediately through the app. We'll reassign the delivery and assist you as needed.

Use the Help section in the app or email us at riders@twala.shop. For urgent delivery issues, use the in-app support chat.

Visit our Partnership page and fill out the application form. Our team will contact you to discuss partnership details, including menu setup, pricing, and commission rates.

You must have valid food service licenses, comply with health and safety regulations, have a reliable internet connection for receiving orders, and be able to prepare orders within reasonable timeframes.

Once onboarded, you'll receive access to our restaurant dashboard where you can update menu items, prices, availability, and operating hours.

Use the restaurant dashboard to mark items as unavailable. This prevents customers from ordering items you can't fulfill. Remember to mark them available again when restocked.

Commission rates are discussed during the partnership onboarding process. Rates may vary based on order volume and other factors. Contact our partnerships team for specific details.

Orders should be ready for rider pickup within the estimated preparation time you set. Consistently longer wait times may affect your restaurant's rating and visibility on the platform.

Email our partnerships team at partners@twala.shop or use the support section in the restaurant dashboard.

We use encryption for all data transmission, secure storage for sensitive information, and strict access controls. Read our full Privacy Policy for complete details on how we protect your data.

Your delivery address is shared only with the restaurant preparing your order and the rider delivering it. It's used solely for order fulfillment.

Account information is kept until you delete your account. Order history is retained for 3 years for support purposes. Location data is kept for 30-90 days depending on user type. See our Privacy Policy for full details.

No, we never sell your personal information. We only share data with service providers necessary to operate our platform (payment processors, cloud hosting) and within our platform (restaurants and riders for order fulfillment).

If you feel unsafe at any point, trust your instincts. Contact local emergency services if necessary. Then report the incident to us through the app or at safety@twala.shop. We take all safety concerns seriously.

Use the 'Report Issue' option in your order history within the app, or contact support at support@twala.shop. Include your order number and details of the issue.