You can place an order or request either on the website or by using the Fako app, available on iOS and Android. Once the restaurant or shop receives your order or request, they’ll get to work preparing your item and then carefully package it. Once it's all ready to go, a Fako rider will pick it up and bring it to you. If you want to be super-organised, you can also order or request up to 24 hours in advance with a scheduled delivery.
Signing on to fako is easy, you can sign up or login with your gmail or facebook account. Alternatively, you can use your email and create a fako password to sign up. We will send you an OTP to confirm your email address. We do this to ensure nobody can create an account without your permission
Simply go to your profile, select the option to edit your account. In this section you see a button or link to delete your account. You can also contact us directly via [email protected] and we will delete your account for you.
Yes!. In fact we encourage you to do multiple deliveries, as you can save up to 40% off the total cost of individual deliveries. Look for the option to add another location when completing the delivery form/
We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain.
We deliver every day from morning until late at night, and different restaurants will have different opening times. Visit the homepage or the app to see which restaurants are available in your area.
Once you’ve placed your order or request, it’s sent directly to the restaurant or shop for them to prepare and package. Once it’s ready, a Fako rider will pick up your order or request and bring it to your delivery address.
We only take card payments because it lets us provide you with the best possible experience. It creates a safer working environment for riders too. You can tip your rider through the Fako app after you have received your order or request.
Whether you tip or not is completely up to you. You can tip in the rider when he or she has delivered your order or request to you. Riders receive 100% of all tips.
We encourage restaurants or shops to always use the same pricing they do in-house, although there may be exceptions. Pricing for each item is clearly displayed in the app. If you have any questions about pricing, please contact the restaurant or shop directly.
Yes! You can schedule requests for up to 3 weeks in advance and choose any delivery time from midday onwards.
Yes. You can use Fako’s Pickup service to collect orders or requests from participating restaurants or shops nearby. Use the app to find out which restaurants or shops offer Pickup in your area.
As long as the restaurant or shop has not yet started preparing your order or request, you're able to cancel your order or request in order or request help. If the restaurant or shop has already started preparing your order or request and you want to cancel, please get in touch with us, you can do this in order or request help as well.
Packaging always depends on the type of item and restaurant or shop you're ordering or requesting from. Restaurants take great care to use packaging that maintains the correct temperature for as long as possible. If you have suggestions regarding the packaging or appearance of your item when it’s delivered, please contact us on [email protected] and we’ll pass on your feedback to the restaurant.
We have a dedicated team that looks after your entire Fako experience, from the moment you place an order or request right through to it arriving with you. However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Fako app to speak to our customer service team and report any issues. You can also contact us at [email protected].
Sometimes things outside of a rider’s control can cause a delay. Where we can, we will always try and proactively call you if we become aware that your order or request might not arrive within the estimated time of delivery, and our team will work to get your order or request to you as quickly as possible.
If you think you won’t be at the delivery address in time to receive your order or request, please let us know by using the Help function in the Fako app. Your rider will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the delivery time for any updates. If we can’t contact you and are unable to deliver the order or request, your rider will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your order or request. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

How do fees work on Fako?

The delivery fee is variable, based on your location. You pay less for nearby restaurants and you'll always know how much before selecting a restaurant.
This allows us to power your experience with Fako, including adding new features and providing great customer service. A minimum or maximum amount may apply to the service fee, but you will always see the exact amount at checkout. The service fee is calculated based on the order or request amount prior to any promotions or discounts which may apply to your order or request.
We are rapidly expanding and will hopefully be working with restaurants near you soon!
There is! It’s available free on the App Store and Google Play.
If you had an issue with one of our riders you would like to let us know about, please provide us with the following details in an email to [email protected] :
  • a short description of the incident;
  • location of the incident (town/city and street);
  • time and date of the incident (the more specific, the better);
  • whether this was a Cyclist/Scooter/Motorbike/Car; and
  • anything else that can help us to identify the rider.
We will investigate the matter and a member of our team will reach out to you.
At Fako we want our customers, riders and restaurant or shop and grocery partners to have the best possible item delivery experience. At the same time, we want to ensure that the communities we work with are safe. These guidelines are designed to help ensure that everyone who uses the Fako platform has a safe and positive experience.
Be respectful: Our riders are at the heart of our business, collecting item from our restaurant or shop and grocery partners and delivering it to your door. We ask that you treat riders with respect and report any behaviour that you find unprofessional to us directly by contacting Customer Support, so we can take appropriate action. We want everyone who uses Fako to have a great experience, and being respectful to one another is key. Be prompt: When you receive a notification that your rider is on their way to you, please ensure that you are ready to collect your item at the time indicated in the app. This is so that our riders do not have to spend time waiting around for customers to come and collect their item when they could be working. Additionally, we ask that you use ‘Delivery notes’ at checkout to indicate where you would like your item to be delivered to, so that your rider does not have to search for your location. Fraud: Fraudulent activity undermines the trust that we have built with our community. Committing fraud is a criminal offence. We have a number of measures in place to monitor fraudulent activity from customers, as well as riders and restaurants and grocery partners. If an account is found or suspected to be engaging in fraudulent activity, we will take action which may result in:
  • Deactivation of your Fako account; and/or
  • Escalation to the relevant authorities.
If we are made aware of a customer who is acting in breach of these guidelines, we will investigate the report before taking any action on the account. These investigations are always led by someone on our team, and customers will always be notified if we decide to take any action. We have shared similar guidelines with riders and restaurants and shop partners.