FAQ's

It’s easy! Go to this page on our site, and fill out the form fields: [www.dishpal.com] or download “DishPal” app from App store for IOS or Play store for Android.

For your security, you’ll be asked to confirm your e-mail by clicking a link we send you. You’ll also need to verify your phone number with a “one time password” (OTP). The OTP sends a text message (SMS) to your phone, to ensure your identity. You’ll need to enter the code in that text message on the sign up page.

No, signing up to order food through DishPal is entirely free! You’re only charged for orders you make through our app, and the driver tip.

When you set up your account, you’ll be asked to enter a valid credit-card,This is to make your ordering process easy, when you’re ready to place your first order. You won’t be charged until you actually order food. You’ll be asked to review and confirm your order before the transaction takes place.

DishPal does not use typical usernames and passwords, for your security.
Instead, we use a “One Time Password” (OTP) method for giving users access to their accounts. This means that your phone number is used to log in to our app or website. When you want to log in:

-Visit the login screen, enter your phone number, and click “log in.”
-You’ll see a field to enter a unique verification code.
-Our system will send you an automated, randomly-generated code via SMS (text message).
-Enter that code into the field provided, on the login screen. Click “verify.” Note: this code has a time-limit for usage - be sure to enter it as soon as you get it!
-You will now be entered into the system!

Each time you attempt to log in, you’ll be sent a new code via text message. Enter that code within the allowable time frame, and you’ll be able to access your account.

Yes, we use secure hash encryption. No one working on our systems can see the passwords that are given to you. Your login is associated with your phone directly, using the “one time password” method.

Dishpal does not use typical usernames and passwords, for your security. Instead, we use a “One Time Password” (OTP) method for giving users access to their accounts. This means that your phone number is used to log in to our app or website. When you want to log in:

  • Visit the login screen, enter your phone number, and click “log in.”
  • You’ll see a field to enter a unique verification code.
  • YOur system will send you an automated, randomly-generated code via SMS (text message).
  • YEnter that code into the field provided, on the login screen. Click “verify.” Note: this code has a time-limit for usage - be sure to enter it as soon as you get it!
  • You will now be entered into the system!

To change the other information on your account, such as your e-mail for receiving info about your orders, promotions and offers, please follow these instruction.

  • Log in to your account on the app or the website.
  • Expand the menu options.
  • Select “My Account.”
  • Find the profile info you want to edit. Click the ‘pencil’ icon to make a change.
  • Enter the new information.
  • Click “Save.”
  • Ensure the information is updated.

 

Please note: the e-mail on your account, while not used for logging in, is where you will get notifications of your orders, subscriptions, etc. It is important to keep this up-to-date and accurate!

Yes, they are the same.
However, keep in mind that you’ll need to use your phone to receive a text message “one time password” (OTP), to be able to log in.

You can contact us by writing to support@dishpal.com or call at 1-855-966-DISH (3474), to ask us to delete your account and all its data. Currently there is no option for a user to do this from their account settings.

Dishpal does not use typical usernames and passwords, for your security. We use a “One Time Password” (OTP) method for giving users access to their accounts. This means you don’t need to worry about forgetting your password. You only need to know your account phone number to log in.

When you want to log in:

  • Visit the login screen, enter your phone number, and click “log in.”
  • You’ll see a field to enter a unique verification code.
  • Our system will send you an automated, randomly-generated code via SMS (text message).
  • Enter that code into the field provided, on the login screen. Click “verify.”
  • You will now be entered into the system!

Please note: we do not have access to your password! It is encrypted. We can not help you if you write to us, or call us for it. The only way to log in is using the method above.

If you are having trouble with the steps above, you can contact us at support@dishpal.com, or 1-855-966-DISH (3474).

We use “Stripe” one of the Best payment gateway provider for all payments via credit cards.

We use “Stripe” one of the Best payment gateway provider for all payments. Stripe has payment security standards that protect buyers from fraudulent or criminal activity. For our system to communicate your purchases to Stripe, we only need a “source ID,” provided by Stripe. We only store your “source ID” for the purposes of carrying out your chosen transactions. This ID is also encrypted. No one at our office can access it, or see it.

You will be able to add, change or remove any credit card info on the “Payment methods” page, in your DishPal account, after logging in with your “one time password” (OTP).

This information is kept secure, using Stripe’s payment gateway system. Our system does not store or manage your payment details directly.

No, DishPal can only accept online payments using Stripe payment gateway (which accepts all credit cards). This payment is what initiates your order through our app. It also helps ensure that no one is sending ‘fake’ orders to anyone who isn’t expecting to pay for them.

We currently deliver within the Metro Vancouver and Fraser Valley area. How far we deliver can depend on the settings that an individual restaurant decides to enter into our system, as well as the delivery charges you are willing to pay.

Please keep in mind that long commutes to deliver your order can result in significant delays, and, possibly, your food going cold by the time it arrives. We recommend staying within the 3 - 5 km range when ordering food. Our app will let you know the restaurant options near you, wherever you are, using geolocating features and a map search.

Also note that we are currently in start-up phase. Our test market is in Surrey and Langley only, until further notice. In the coming months, we will be opening in cities across Canada, and eventually, in the U.S.A.

If you are looking to use DishPal from cities outside Surrey and Langley, please stay tuned! You can sign up for our e-mail notifications here: www.dishpal.com

We currently deliver food orders between 10 a.m. and 10 p.m. on weekdays, and 10 a.m. to 11 p.m. on weekends. We are working to extend these hours.

Orders must be placed 1 hour before the last delivery hour to be received on time.

You may pick-up your order as long as the restaurant is open, if using our app to pre-order.

Your location settings may be turned off for our app. To ensure the best experience using our app’s map features, please allow us to geolocate your phone’s location. You can turn on this setting with the following instructions:

 

With iPhone:

  • Go to the “Settings” app.
  • Scroll down to “DishPal” app. Click on the app in the list of apps.
  • Find the “Location” setting, and click on it.
  • Set the setting to allow the app to access your location, either while using it, or “always.”

 

With Android:

It may also be possible that your cellular data or Wi-Fi is turned off, or not working. Internet is required for the DishPal app to be able to find restaurants and take orders, including with the map locator feature. Please use your phone’s settings to ensure this is turned on. IMPORTANT: Phone carrier or third-party charges may apply!

 

For iPhone:

Go to the “Settings” app.

First ensure you have Wi-Fi access, or your phone’s data is on, and working. Try the “Wi-Fi” or “Cellular” menus.

If you are sure they are on, and it is still not working, scroll down to “DishPal” app. Click on the app in the list of apps.

Find the “Cellular data” setting. If it is off (gray, or hazed), click to enable it. NOTE: phone carrier or third-party charges may apply!

We use "Stripe" as our payment gateway provider, which accepts all major credit cards. If you are having trouble completing a transaction on DishPal, please ensure your payment details are up to date, and accurate.

If you are sure they are, please contact your bank to see if there are any holds on your credit card. You can also try another credit card, to see if that works.

If you have tried all of the above, and it is still not working, please give us a call at 1-855-966-DISH (3474). We will do our best to help you resolve the issue.

There can be many reasons the app is not working for you. We will do our best to resolve this with you. However, before contacting us, please try the following, and see if it works:

Update your phone’s firmware, and the app itself.

Delete and re-install the app.

There can be many reasons the app is not working for you. We will do our best to resolve this with you. However, before contacting us, please try the following, and see if it works:

Update your phone’s firmware, and the app itself.

Delete and re-install the app.

Food deliveries first have to be prepared by the restaurant. Each restaurant will state their estimated wait times for food preparation, until your food order can be picked up by one of our driver “Pals.” The driver picks up food immediately, and aims to arrive at the restaurant when the food is ready, within a maximum, 10 minute drive (provided they are the closest available).

The driver is obligated to pick up food on time, as soon as they accept a delivery task in our system, barring extenuating circumstances. They also must confirm the pick up when it is in their hands, using our app. Then, they head directly to your delivery location, with no other stops on the way. They get automated reminders from our app if they are late.

You will be able to see each progress step of your order, using our app. Our app uses GPS to track the driver - we do not control them. But, we can follow up with the driver for you, if you are concerned.

Generally speaking, from the time you order, to the time you get your food, it can take around 30 minutes to receive a delivery. However, this can vary greatly, depending on how far your chosen restaurant is, and the delivery driver’s location.

Our app will calculate an estimated arrival time for delivery or pick-up, when you select a restaurant to order from.

We always recommend ordering from restaurants nearby, to get the best experience using our app. Our app will let you know the restaurants closest to you.

We do everything we can to ensure that cold food is never an issue with our customers. We use insulated food warmers for our food deliveries. We also ask our drivers to be within a certain range of the restaurant they are accepting deliveries for. They may not accept more than one delivery at a time, to ensure speed.

Your food should not be late, nor cold. If it is, please contact us immediately by writing to support@dishpal.com, or call 1-855-966-DISH (3474) and we will get to the bottom of the issue. Please include your order number, and order details, along with your detailed contact info. We will do our best to resolve it with you.

We are able to follow up with restaurants and drivers directly, to see if they were able to meet the stated times given to you for delivery, when you were placing your order.

Restaurants are responsible for packing food and ensuring accuracy. We will go over your order with them in detail, and recommend you do as well. We’ll work with them to come to a resolution if there was, indeed, an inaccuracy problem.

Drivers can’t accept more than one delivery at a time, so it will be unlikely they mixed up your delivery with another’s.

Each restaurant in our system can set their own charges for deliveries. They can also decide whether to offer free delivery. The best way to know what your potential delivery fees are, is to use our app to get an estimate, based on the restaurant you want to order from.

Please note that the delivery fees can also depend on how far the restaurant is from your location, and the availability of the nearest driver.

We always recommend choosing to ordering from restaurants nearby, for the best experience using our app. Our app will let you know the restaurants closest to you.

Please also remember to tip your driver! You can do this through our app, in a single transaction, with your order payment.

You are free to input as many orders as you like through DishPal. However, these will count as separate, individual orders, with their own delivery fees and driver tips.

To ensure speed and accuracy, our drivers can not accept more than one delivery at a time. So, it’s possible you’ll end up with multiple delivery drivers dropping off food, if you place more than one order at the same time.

Restaurants determine their own free delivery fees through DishPal. Some may offer free delivery on all orders. Some may require a minimum order amount to get free delivery.

The best way to find out what your expected delivery fees will be, is to use our app to find a restaurant near you.
Note: please remember to tip your driver!

No, DishPal restaurant coupon offers are only available within our app. It will be up to each individual restaurant to decide whether to honor a coupon seen on our app, if you dine-in. We have no control over this. However, it should not be expected that a restaurant will do this. They may have other coupons and offers available for those who choose to dine-in. If so, these would be available through other sources outside our website

Our app will give you options to tip based on a percentage of your total order amount. The standard tip is usually between 10% to 20% (typical for the food service industry). You will be able to add the tip to your order payment transaction.

Please note: all our drivers are independent contractors, who get paid per delivery. They can only take one delivery at a time - even if the food is going to the same building or neighborhood, from the same restaurant, at the same time. This ensures the best experience possible for our users.

Feel free to let us know if there is a restaurant you’d like to see on our app. Our app has a feature for suggesting restaurants, which you can use.

You can also e-mail us with your suggestion. We’d be happy to contact them on your behalf, and ask if they’d like to join our system. You can send your restaurant requests to: support@dishpal.com

You can only cancel orders that are not yet accepted by a restaurant. You will see the status of your order in our app, to know if this is the case.

After that time, you will be charged in full, per our terms of service.

Your past orders are available within our app, in your account. When logged in, expand the menu options. Select, “My Orders” > click on the “Past” tab.

We are usually only looking for drivers, called “Pals.” To apply to be a driver, please visit this page on our site: www.dishpal.com

You can also click on “Become a Pal” within our ordering app. This will take you to iTunes or Google Play store, where you can download the free driver’s app for DishPal. Follow instructions on the driver’s app to apply to be a driver with us.

We also recommend taking a look at our Driver FAQs here.

For all other positions, we will post them when they become available, along with instructions on how to apply. Please do not send unsolicited resumes or applications to us.

If you are unhappy with our service in any way, we want to hear about it! We are small, and growing. That means top levels of management will hear your concerns. Please write to support@dishpal.com or call 1-855-966-DISH(3474)and we will be sure to follow up with you, to resolve your issue.

No, we only accept coupons that are offered within our app. You can easily apply these coupons to your order by clicking on them.