Help

The code goes to the number or email you signed in with and expires after five minutes. If it has not arrived within a minute, wait rather than asking again — requests are limited per number, so asking twice makes the wait longer. Check that the number is the one you are holding: the code goes to the phone, not to the app.

Open the order from the Orders tab. It shows the stage it has reached — waiting for the shop, being fulfilled, on the way, delivered — and once a rider is carrying it you can call or message them from that screen. The Help button on the order itself reaches someone who already has it in front of them, which is faster than any email.

Call them from the order screen. The address you typed is what they were given, so the quickest fix is usually a landmark — the gate, the colour of the building, the shop next door. You can also edit the instructions on your address for next time, under Account, and riders see them before they set off.

Nothing is taken until the order is placed, and a payment that did not complete is released by your bank rather than kept by us — usually within a few working days, sometimes longer depending on the bank. If the money has left your account and no order appears in the app, write to tech@patride.com with the date and the amount and we will trace it.

If an order is cancelled before it is delivered, whatever you paid goes back the way it came. Card payments return to the card, transfers to the account they came from, and anything paid from your Patride wallet returns to the wallet immediately. If something arrived wrong or damaged, use the Help button on that order — a refund can be arranged there against the order itself.

Each shop sets its own prices, so the same item costs different amounts at different shops — that is why the price is shown before you order rather than after. Delivery is worked out from the distance between the shop and your address, and the total you confirm at checkout is what you pay. Nothing is added afterwards.

It is how a delivery is proved. Your app shows four digits, the rider types them in when they hand the order over, and the job cannot be closed without them. Do not read the code out until you have the order in your hands. Where a code will not work — a locked reception, a phone that has died — a photograph or a signature does the same job.

You can browse every shop, see prices and fill a basket without signing in. An account is needed to place the order, because a delivery needs somewhere to go and a number the rider can ring.

Account, then Delete account, in the app. It removes your details and your saved addresses. Orders already placed are kept for as long as the law requires us to keep records of a sale, and nothing further is taken from you. The privacy policy sets out exactly what is kept and for how long.