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Frequently Asked Questions
Quick answers to the most common things people ask us. Can't find what you need? Contact support.
Ordering
How do I place an order on Zaaou?
Open the Zaaou app or website, choose your favourite restaurant, add items to your cart and check out. You'll receive an order confirmation in seconds.
Is there a minimum order value?
Most restaurants have no minimum, but a few set a small minimum (usually NPR 150) - it's clearly shown on the restaurant page before you order.
Can I schedule an order for later?
Yes. Tap the clock icon at checkout and pick a delivery slot up to 24 hours in advance.
Can I cancel my order?
You can cancel for free until the restaurant accepts it. After that, contact our support team and we'll do our best to help.
Delivery
How long does delivery take?
Most orders in Itahari arrive within 25-40 minutes depending on traffic, restaurant prep time and your location.
Do you deliver outside Itahari?
Right now we deliver across Itahari. We're expanding to nearby towns soon - subscribe to our newsletter to hear first.
What are the delivery fees?
Delivery starts from NPR 50 and is shown at checkout before you confirm. Some restaurants offer free delivery on larger orders.
Can I track my order in real time?
Yes. Once a rider picks up your food, you'll see their live location and ETA on the order screen.
What if my food arrives cold or damaged?
Reach out to support within 24 hours with a photo and we'll make it right - usually a refund or a replacement.
Payments
Which payment methods do you accept?
We currently accept eSewa and Cash on Delivery only.
Is online payment secure?
All payments go through PCI-compliant providers. We never store your full card details on our servers.
How do refunds work?
Refunds for cancelled or failed orders are issued back to the original payment method within 5-7 business days.
Do you offer promo codes or discounts?
Yes! Check the Offers tab in the app or follow us on social media for ongoing deals.
Account
How do I create an account?
Just enter your phone number in the app, verify with the OTP and you're in. No long sign-up forms.
Can I save multiple addresses?
Yes - home, office, friend's place. You can save as many addresses as you like and switch at checkout.
How do I delete my account?
Go to Settings > Account > Delete Account, or email us and we'll process the request within 7 days.
I forgot my password / can't log in.
We use OTP-based login, so no passwords. If you're not getting the OTP, try a different network or contact support.
Restaurants & Riders
How can my restaurant join Zaaou?
Visit our Partner page and fill out the short form. Our team will reach out within 48 hours.
How do I become a Zaaou rider?
Apply through the Careers page. We provide training, weekly payouts and a flexible schedule.
What commission does Zaaou charge restaurants?
Our partner commissions are competitive and transparent - we'll share full details during onboarding.
Still need help?
Our support team replies within minutes during business hours.